Where is my bank transfer? When will I receive my funds?

Last updated: March 27, 2026

Sometimes, your transfer might not appear immediately in your HERO BackOffice.

I’m waiting for an incoming transfer:

Transfers are credited to your account as soon as they are received.

Please check the following:

  • The transfer has been successfully initiated by the sending bank

  • You made an instant transfer

Sometimes, additional delays may occur — especially on non-business days or in case of security checks (these are intended to protect your funds).

If you believe the transfer is taking longer than expected, we recommend contacting our support team so we can investigate.

📩 Please include proof of transfer, which must show:

  • Full details of the sender’s bank

  • Full details of the beneficiary (IBAN, name, surname)

  • The exact date and time the transfer was executed

  • The exact amount

  • The type of transfer (e.g. SEPA)

My outgoing transfer hasn’t been executed — what should I do?

If your beneficiary hasn’t received the funds yet, or if the transfer hasn’t left your HERO account, there might be processing delays, which can be due to:

  • A delay from our banking partner

  • A delay from the recipient’s bank

  • A request from us (by email) for additional information about the transaction

Our teams process transfers continuously. If the operation is still pending after 24 hours, please contact support at support@hero.fr.

I want to cancel a transfer — is it possible?

Once a transfer has been executed, it cannot be cancelled.
We’re sorry for the inconvenience.

You’ll need to contact the recipient directly to request a refund.