If you’ve made a payment and it’s missing from your Gem account, it could be for a few reasons:
- Depending on the payment method used, payments can take up to five business days to appear in your account.
- Payment hasn’t been processed by your financial institution.
- Incorrect or blank reference details were used for the payment.
If you’ve confirmed the above and checked with your financial institution that the payment has been made from your account, we can look into it for you.
You can submit an enquiry to track the missing payment via the Find a Missing Payment form. The form will ask for:
- Payment Amount
- Date you made the payment
- Bank account number the payment came from
- Bank account number the payment was made into
- Any reference number, code, or particulars entered on the payment