06.22.2023

Solutions to Delayed Loading to Smiles app

Delay in loading to the Smiles app is occurring due to reinforced fraud checks by Canadian banks. We encourage you to call your bank’s fraud department as soon as possible and inform them that your transaction is legitimate.

Several recent Smiles’ users reported delayed loads to the Smiles app, starting June/2023. As per the reported cases to Smiles, the loaded amount takes 2-3 days to be reflected on the Smiles app, though money has been deducted from customers’ bank account.

Root causes

Based on our investigation, we found out that the load money intended to load to Smiles is with the customer’s banks for fraud checks. This is because, after initiating the transfer, your loaded money will go through the bank’s fraud check process. Because of the recent increase in scams affecting senior citizens, banks throughout Canada started to reinforce the fraud-check system, which led to increasing onhold cases of slow loading to Smiles wallet.

Recommended solutions from Smiles

If you recently loaded your Smiles wallet but haven’t seen the amount being loaded yet, please call your bank’s fraud department as soon as possible. Regrettably, as the transaction has not yet arrived in Smiles, we are unable to contact the banks on your behalf.

When you call your bank, please clearly state that your e-transfer to Blocpay (Smiles’ payment gateway partner) is not yet successful though money has been deducted from your bank account.

Here is the contact list of banks in Canada.

Contacts of banks in Canada

	Hotlines	Website
Canadian Imperial Bank Of Commerce (CIBC)	800-465-2422	www.cibconline.cibc.com
National Bank of Canada	888-483-5628	www.nbc.ca
HSBC Bank	888-310-4722	www.hsbc.ca
BMO	877-225-5266	www.bmo.com
Scotiabank	1 416-866-6430	www.scotiabank.com
ATB	1-800-332-8383	www.atb.com
Toronto-Dominion Bank	1-866-222-3456	www.td.com
RBC Royal Bank	800-0-769-2511	www.rbcroyalbank.com

If you have made an e-transfer to Smiles and have not received the load yet, please contact your bank to expedite the process. Regrettably, as the transaction has not yet arrived in Smiles, we are unable to contact the banks on your behalf.