Money deducted from my bank after an Ozow top-up, but it's not on my Spot app. Why?

Ozow is a fast and secure way to top up your Spot account, but sometimes, technical issues can cause a delay. This is usually due to a break in connection between the systems, which may result in your funds not reflecting in your Spot app immediately.

If this happens, follow these steps:

1. Check your bank statement – Log in to your online banking and see if the funds were deducted but later reversed. If a connection issue occurred, your bank may have automatically refunded the money.

2. Confirm that no reversal has occurred – If the money was deducted and not returned, you’ll need to send us proof of payment.

3. Send proof of payment to our Support Team – Provide us with a bank statement or a screenshot showing the transaction deduction from your online banking history.
   
   

Once we receive your proof of payment, we’ll investigate the issue. If we confirm that the funds reached Spot, we’ll allocate them to your Spot account immediately.

If you need further assistance, reach out to our Support Team via the "Help" button in the app.