Why Did My Transfer Fail?

A failed or blocked transfer is one of the most common things people reach out about. This section walks through the different failure messages you might see and what each one means.

Why can't I make a transfer at all?

There are multiple reasons why a transfer might not go through, and not all of them are visible to you as the user. Some situations require a manual review behind the scenes, such as extra account verification steps, standard security checks, or an issue with the payment method itself.

Since the exact cause can vary from case to case, the fastest way to get a clear answer is to contact Palla Support directly. Our team can review your specific account and tell you exactly what's happening.

I see "Transaction failed" — what does that mean?

If you see a message like "Transaction failed," it's likely that your bank in the United States is blocking the operation, typically as a security measure on their end rather than an issue with Palla. This is something happening outside of our platform, and it needs to be resolved and authorized directly with your bank.

When you attempt the transfer, check whether your bank has sent you a text message, a push notification, or even an automated phone call asking you to confirm the activity. Respond to or confirm the transaction by following your bank's specific instructions, then try the transfer again.

If you've tried twice and still see the same message, contact your bank directly and specifically ask them to authorize the transaction. Without that authorization, you won't be able to complete the transfer no matter how many more times you try.

If instead of "Transaction failed" you see a different message, such as "We cannot continue with the transfer," please contact us directly so our team can help review your specific case.

ℹ️  Avoid making repeated attempts without first confirming the transaction with your bank, since doing so may trigger additional security blocks.

Why am I not receiving the code to complete my transaction?

If you're trying to complete a transfer but never receive the verification code you need, this is usually related to a security step that your specific card requires — not a problem with Palla itself. Many cards use a system such as Visa Secure or Mastercard Identity Check, managed directly by your bank and the card network.

There are actually two different codes involved

• The OTP from our platform: sent directly by Palla to verify your phone number, only used to validate your account. It has nothing to do with authorizing the payment.
• The bank authorization code: the important one for completing your transfer. It's sent by your bank together with Visa Secure or Mastercard Identity Check, and used to authorize the transaction as genuinely coming from you.

If this second, bank-issued code is never received or entered, the transaction won't complete. It may not arrive if your phone number isn't updated with your bank, if your bank hasn't activated this verification, or if there's a temporary network issue.

Contact your bank and ask them to check the verification settings for online and international transactions, and confirm your phone number is correctly updated in their system.

ℹ️  Your U.S. bank will not consider the transaction complete until this step happens, and our platform cannot send, resend, or approve this code on your behalf — it has to come from your bank.

I didn't get my OTP code from Palla — why?

If you're missing the one-time verification code sent by our own platform (not the bank authorization code above), there are two common explanations:

• Server delays: delivery can occasionally be slowed by high traffic on our service provider's end. Waiting 1–2 minutes before requesting a new code usually resolves it.
• Do Not Disturb mode: if this is turned on for your phone, incoming SMS messages carrying the code may be silently blocked. Check your phone's notification settings.

Transaction failed due to bank verification — what should I do?

This message means your bank did not authorize the transaction, typically for security reasons on their end. This usually happens when your bank needs you to confirm that the transaction was really made by you — either by replying to a message from your bank, or by contacting them directly to approve it.

We recommend reaching out to your bank proactively to remove any restrictions and authorize future transactions of this kind, before attempting the transfer again.

I made a transfer, it failed, but the money was still debited from my account

This can understandably feel alarming, but rest assured: when a transfer fails, the money is refunded to your bank immediately on our end — Palla never holds onto funds from a failed transfer.

That said, the time it takes for your specific U.S. bank to process and display those returned funds can vary, since it depends on each bank's own policies. Some banks reflect the refund right away, while others might show it as pending until your next statement updates. If it's been an unusually long time and you still don't see the funds, follow up directly with your bank.