Sending Interac Transfer to a Payee with Autodeposit

Community Support
1

  1. I tried to send an Interac transfer to an auto deposit recipient (myself at another financial institution). There are two issues:

    a. I received an Interac email - unable to send the transfer. I am supposed to cancel. I cannot cancel because NEO says it has been posted (completed).

    b. the contact was autodeposit yet I was not able to find a way for NEO to recognize that. NEO kept asking for a security question, which is not necessary for auto deposit. How do I get NEO to recognize that the recipient is auto deposit? All other financial institutions recognize this and state the contact has auto deposit shortly after I enter the contact information.

  2. I could not find an article that covers this problem in the help centre. Which article covers this?

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Hey @bbrooks, welcome to the Community! :tada:
I know how stressful it is to see a ‘completed’ status when the funds haven’t landed yet, usually, t just a quick sync delay between Interac sending out the notification and our system catching up. It almost always iron’s itself out in a few minutes.

Regarding the unexpected security question, I understand that can be confusing! This typically happens if the you have Autodeposit active at more than one bank, or if there’s a temporary sync issue on Interac’s end. A quick trick that usually works is deleting and re-adding the contact to refresh that connection

If the transfer did happen to fail, don’t worry, the money is automatically routed back to you. It might take a little bit to show up in your history, but it’s definitely on its way back. By the way, have you had a chance to chat with our support team about this yet? They can see the back-end of that specific transaction if it’s still acting up for you.

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Yeni:

Thanks for your response.

I did delete the contact and put it back. This time it did not ask a security question.

Although the account showed the initial transaction as posted, when clicking on the transaction itself, it did show a cancel button which I pressed. The funds were returned.

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That’s awesome to hear, @bbrooks! Thanks for the update and for circling back to share how it turned out.Feel free to keep the questions coming if anything else comes up.