Why did my transaction fail?

This FAQ is here to help you with any questions or issues you may encounter while making transactions through Higlobe. We’ve gathered the most common problems and solutions so you can get back on track in no time!

1. Bank Receiving Payment Limits: [Mexico and Philippines]
Most banks in both Mexico and the Philippines place a limit on the amount of funds that your account can receive each month and will reject any payment, including withdrawals from your Higlobe account, that exceeds the preset limit. For example, both Santander and Citibanamex in Mexico will reject transfers over MXP 20,000, while HSBC will reject any transfer over MXP 23,000. Similarly, many banks in the Philippines also have limits on received amounts that can affect your withdrawal process.

These limits can interfere with your ability to make a withdrawal from Higlobe and are outside of Higlobe’s control. If your bank has a limit lower than the amount you wish to withdraw, you must contact your bank to request an increase in the limit. Higlobe will not be able to process your withdrawal unless the receiving limit is adjusted with your local bank.

The fix is simple: to request a higher limit, contact your bank’s customer service department. Once you have successfully contacted your bank and raised your receiving limit, please reach out to support@higlobe.com so that we can reprocess your withdrawal.

Please be assured that if you have requested a withdrawal and it cannot be processed due to a bank limit issue, your funds have not disappeared. After adjusting your receiving account limit with your bank and informing us to reprocess the withdrawal, your funds will arrive safely.

We recommend regularly checking the receiving limits on your Mexican or Philippine bank account and adjusting them as necessary to facilitate your future withdrawals.

2. Incomplete or Incorrect Information

Transactions often fail because the information provided is incorrect or incomplete. Please make sure you verify all details, such as account numbers, bank codes, and especially the CLABE number, to ensure it is correct before sending or requesting a transaction to avoid delays or rejections.
 

3. Ensuring Successful Transfers to Your Bitso Account [Latam]

A transfer may fail in Bitso if there are limitations on receiving funds in your Bitso account. It’s essential to check any receiving limits on your account and, if necessary, extend them to ensure successful transactions. Verifying these limits can help prevent issues with future transfers.

4. Business to Personal Account Transfers and Vice Versa: [Brazil only]

It's crucial to verify the type of accounts involved in the transaction. If you are attempting to transfer funds from a business account to a personal account or from a personal account to a business account, please ensure that such transfers comply with the regulations and policies of both the sending and receiving accounts. Misclassification or misuse of account types can lead to transaction rejections.

 5.- Missing or incomplete information or other requirements with us or with your local bank or e-wallet.

Complete any required documentation for us and your local receiving account. If Higlobe has requested additional documentation, please submit it. 

If you have submitted to Higlobe all the information we have requested, please contact your local bank. You can also contact support@higlobe.com for clarification on compliance issues.

6. Technical or Network Issues
Temporary downtime or errors in your local banking network or e-wallet systems.

Wait and retry the transaction after some time. Check with your local bank or e-wallet for system updates.

7. Inactive E-wallet or Bank Account

Your receiving e-wallet or bank account is not properly set up to receive cross-border payments.

Activate your local receiving account for international transfers.

8. Unverified Bank or E-wallet Account [Mexico and Philippines]

Higlobe verifies that all bank accounts used for customer withdrawals belong to the customer before we send a withdrawal. If the receiving bank or e-wallet account you registered with Higlobe has not been verified or is below verification levels to allow large transfer amounts, your withdrawal will not proceed.

If you cannot receive a withdrawal and none of the reasons above apply, your account may not be verified. Please contact Higlobe customer support at support @higlobe.com.

If you need any further assistance, our Support team is available during business hours from 9:00 AM to 6:00 PM, Monday to Friday via Live Chat, Whatsapp, or by email at support@higlobe.com.