When your landlord, lender, or servicer sends a refund through the portal, the money comes to Split Pay first — then we automatically refund it to your card. A few possibilities for where it might be:
1. Still in the 3–5 business day window. If the refund was sent recently, just give it the standard time to land.
2. It came as an "information request" credit. For larger or unusual amounts, we send you an email asking why you received it before we process the refund. You have 3 business days to reply. If you missed the email and didn't reply in time, the credit went back to your portal.
If this happened, reach out to your landlord, lender, or servicer. The funds are with them now, and they can apply the credit to your account or reissue it.
3. Your debit card has changed. If you closed or replaced the card we had on file, the refund may have been declined when we tried to send it. Contact our Support team — we can route the refund to your updated card.
4. Something went wrong on our side. Less common, but if you've ruled out the above, contact our Support team with:
The date they said they sent it
The amount
Whether you got any emails from us about it
We'll trace where it is.