We’re truly sorry for the inconvenience. When this happens, few things you can do first:
1. Check your top-up transaction history and make sure the destination account you've inputted is the correct destination
2. Check your Nanovest history and recheck if your top up status is "Failed"
3. Close and re-open Nanovest app
If you have done the steps above and the balance in your bank or other top up methods that you are using has been deducted but the Nanovest balance remains the same, please wait for maximum 24 hours since the transaction date.
If after the above time the balance is still not received, please report it to us via Nanovest help page or reach us at livechat menu " help center" or email to care@nanovest.io with the following attachments:
- Inform your personal detail (Full name, phone number, Nanotag)
- Screenshot of the wallet balance on your Nanovest application
- Screenshot of transaction detail history on Nanovest account
- Screenshot proof of top up has been successful, complete with detailed view of top up destination