Loading fee

In most cases, your deposit will appear immediately in your Smiles Wallet.

However, the time may vary depending on the loading method you use:

1. In-App Interac e-Transfer (Recommended Method)
   Processing Time: Usually reflects immediately, but may take up to 5 minutes.
   If it takes longer than 1 hour (60 minutes):
   Please contact our Customer Support Team so we can assist you promptly.
2. Classic Interac e-Transfer (Manual Method)
   Processing Time: Typically reflects immediately, but in some cases may take up to 24–48 hours.
   Since this is a manual method, processing may take longer.
   If it has not reflected after 48 hours: Contact our Customer Support Team for assistance.

Troubleshooting: Common Issues & What You Can Do

1. Load not showing up?
   Did you receive an email saying your load was unsuccessful?
   → You must resend the e-Transfer, ensuring the amount, name, and security information exactly match the instructions provided.
   
   Didn’t receive any email at all?
   → The e-Transfer might not have been completed.
   ✅ Double-check your bank to confirm all steps were followed.
   ✅ If using PaySimply, ensure you have reached the final confirmation screen.
   
   Tip: If the app shows nothing and your bank still shows the transfer as pending, cancel the transfer via online banking and try again, carefully following all instructions.
2. Incorrect name or mobile number entered?
   → The transfer will fail.
   You’ll need to cancel and resend the e-Transfer with the correct details.
3. Wrong amount sent?
   → The amount must exactly match what you entered in the app.
   Cancel and resend with the correct amount.
4. Insufficient funds?
   → Ensure your account has enough balance before attempting the transaction again.

Need Help? Our Customer Support Team Can:

• Check if your load was successful in our system
• Guide you on what to check with your bank
• Help determine if you need to cancel and resend your transaction.