If your top-up was refunded, it usually comes down to one of these reasons:
The money was sent to an old (discontinued) IBAN.
The money was sent from a bank account that isn’t linked to your Pemo company account.
Below is what each one means, and how to fix it.
1) You used an older IBAN that’s been discontinued
Our financial partner has introduced faster transfer methods.
Because of that, some older top-up IBANs are no longer active.
If you sent a top-up to an old IBAN ending in 39132 or 49563, it will be automatically refunded.
What you should do
Go to Pemo and copy your latest top-up bank details.
Use only the new IBAN for future transfers.
Re-send the top-up using the updated details.
Make sure to save the new details as a beneficiary in your bank so it doesn't happen again, and delete the older Pemo details to be double sure.
2) The top-up came from the wrong bank account
To protect your company funds, top-ups must be sent from the same bank account linked to your company’s Pemo account.
If the transfer was sent from a personal bank account (or any other account not linked to the business), it may be refunded.
What you should do
Re-send the top-up from your company bank account linked to Pemo.
If you’re not sure which account is linked, check with your admin or your finance team.
When will I receive the refund?
Once the refund is processed, it goes back to the same bank account it came from.
Timing depends on your bank, but most refunds show within a few business days.
Still stuck?
If you believe the refund doesn’t match either reason above, contact support and share:
The transfer date and amount
The sender bank account name
The IBAN you sent the top-up to (last 5 digits are enough)