Refund timing depends on the transaction, currency, payment method and whether a bank or payment partner still needs to confirm the status or cancellation. There is no single guaranteed refund time across all payment routes.
What happens after a failed payment?
Once a payment is confirmed as failed, funds can be returned to your Switch Hub wallet or original funding account, depending on the transaction. Some payments need status confirmation or cancellation with a payment partner before a refund can be completed. A pending payment is not automatically a failed payment.
Where will the refund go?
Check the wallet or bank account specified by support. A refund to a bank account may take additional time to appear after it has been sent. Do not assume that all refunds return through the same method or in the same currency; ask support to confirm the return details for your payment.
If your refund has not arrived
Contact our 24/7 in-app support team with your registered email, transaction reference, amount, currency and date. We can confirm the current status, where the funds will be returned and the next steps for that payment. If you cannot sign in, email support@switchhub.ca.
Following up
If the timeframe provided for your case has passed, reply to the same support conversation. Do not send the payment again until the original transaction’s status and refund position are confirmed. Never share your password, transaction PIN or verification codes.
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