All good
Customer support services are back to normal.
Our customer support will be limited in the week from 2nd to 7th September due to an internal event. During this time, our support services will only be available to a limited extent.
Important information:
- Transactions will continue to be processed as usual. However, please note that there may be delays.
- Our telephone support will not be available during this period.
- You are welcome to contact us via our email or chat support for urgent matters. We will endeavour to process your enquiries as quickly as possible, but ask for your understanding if there are longer waiting times.
Thank you for your understanding and patience.
All payments are processed normally.
On the Swiss national holiday, August 1, CHF payments will not be processed due to a bank holiday. Transactions in EUR are not affected by this.
On Whit Monday, May 20, CHF payments will not be processed due to a bank holiday. Transactions in EUR are not affected by this.
Due to a bank holiday on May 1, CHF and EUR payments will not be processed and will therefore be delayed until the following business day. Instant payments are not affected.
On May 9, CHF payments will not be processed because of a bank holiday in Switzerland. SEPA payments are not affected.
All payments are processed normally.
Our exchange partner will be performing scheduled maintenance at 17:00 CET on Saturday, January 20th, 2024. The scheduled maintenance is expected to last approximately 8 hours. During this period, no purchases will be executed. Instant SEPA payments can still be made but they will be executed only after the exchange has returned normal operation.
All payments are processed normally.
Due to a bank holiday, CHF payments on November 1 will be delayed or executed on the following day. Transactions in EUR are not affected.
All payouts have been processed with a delay of a few hours.
We would like to apologize for the circumstances and thank you for your patience.
First SEPA transactions are arriving again. The interruption of instant SEPA transfers has been resolved.
We've noticed a delay in SEPA transactions and a partial interruption in instant SEPA transactions.
We're investigating the issue and will inform here as soon as possible.
All payments are processed normally.
Due to a technical disruption at our bank partner, we are currently not receiving any EUR payments. This affects both standard and instant payments.
We will keep you updated on the current situation.
Due to planned maintenance with our EUR banking partner we may experience delays in processing SEPA payments on Friday. Some payments will be cleared on Monday.
On the 18th of March Instant SEPA will not be available during the maintenance window of 10am - 10:30am UK time.
All systems are running normally and outstanding transactions have been processed.
Please refrain from sending payments to our bank in Luxembourg until further notice. We ask you to continue using our accounts in Switzerland (see status update below).
Yesterday afternoon, we successfully processed all outstanding transactions of our bank in Luxembourg.
Your Ethereum should have arrived in your wallet by now and the requested refunds should have been refunded to your bank account.
Our customer support will be happy to help you if you have any further questions.
We ask you to continue using our accounts in Switzerland until we can offer another alternative.
| Bank | Luzerner Kantonalbank, Pilatusstrasse 12, CH-6002 Luzern |
| EUR | CH67 0077 8214 7683 0200 3 |
| CHF | CH94 0077 8214 7683 0200 2 |
| BIC | LUKBCH2260A |
Thank you very much for your patience and the understanding you have shown us in the last couple days.
The issues with our bank in Luxembourg has been going on for a few days now. The reason for the slow progress is mainly the poor availability of our banking partner and their long response time, which often takes several days.
Their service does not meet our expectations and contradicts our values at Pocket. Therefore, we have started to look for a new banking partner with high priority.
What happens to the money I sent to the bank in Luxembourg?
We hope to have an answer from the bank in the course of the next week so that we can either exchange the outstanding amounts into Ethereum or refund them to your account.
Please use exclusively our Swiss bank accounts for future ethereum purchases.
| Bank | Luzerner Kantonalbank, Pilatusstrasse 12, CH-6002 Luzern |
| EUR | CH67 0077 8214 7683 0200 3 |
| CHF | CH94 0077 8214 7683 0200 2 |
| BIC | LUKBCH2260A |
We are convinced to find a suitable solution and will inform you as soon as we have news.
Thank you for your understanding and patience.
Unfortunately we haven’t received further payments from our bank in Luxembourg since today 2:00 PM. We are currently in exchange with the bank and try to process your transactions as soon as possible.
We therefore ask you to not make any further payments via this bank account until further notice and refer you in the meantime to our bank accounts in Switzerland.
| Bank | Luzerner Kantonalbank, Pilatusstrasse 12, CH-6002 Luzern |
| EUR | CH67 0077 8214 7683 0200 3 |
| CHF | CH94 0077 8214 7683 0200 2 |
| BIC | LUKBCH2260A |
On behalf of the Pocket team, we apologize once again for the inconveniences caused and thank you for your understanding.
The service at our bank in Luxembourg is now partially available again and first transactions are being processed as of now.
Thank you for your patience.
Unfortunately, there is no further news regarding the interruption with our bank in Luxembourg. The reason for this remains unclear and needs to be further investigated.
We are working hard on solving the problem and will inform you via this channel as soon as there is any news.
We ask you to stop sending additional funds to our bank in Luxembourg until the issue is resolved.
If you would like to buy Ethereum in the meantime, we recommend that you do so via our Swiss bank account until further notice:
| Bank | Luzerner Kantonalbank, Pilatusstrasse 12, CH-6002 Luzern |
| EUR | CH67 0077 8214 7683 0200 3 |
| CHF | CH94 0077 8214 7683 0200 2 |
| BIC | LUKBCH2260A |
On behalf of the Pocket team, we apologize once again for the inconvenience and delays caused!
The problem with our Luxembourg bank connection could still not be solved.
The exact reason for the interruption is still unknown to us.
As soon as the problem is resolved, all pending payments will be processed automatically. If you wish to get refunded instead, please contact us with your reference number.
We'll keep you updated here and want to apologize for any delays.
We've noticed an interruption with our bank in Luxembourg and are trying to resolve the issue.
So far no payments have been processed since 8am (CEST).
CHF payments and EUR payments that go through our Swiss bank are unaffected.
We apologize for the circumstances and thank you for your patience.
All systems are running normally.
All payouts have been processed with a delay of 5 hours.
We would like to apologize for the circumstances and thank you for your patience.
Due to an unplanned event, today's payouts will be delayed.
All payouts will be processed over night, by next morning.
We apologize for the circumstances and thank you for your patience.
Everything normal.
Our EU bank has forwarded all pending SEPA payments.
Thank you for your patience.
Due to issues at our EU bank, no SEPA payments from this bank have reached us yet today.
Instant payments as well as payments through our Swiss bank are not affected.
We apologize for the circumstances and thank you for your patience.
Everything normal.
Our Swiss bank has restored their services and all transactions have arrived with a delay of about 6 hours.
We apologize for the delay and thank you for your patience.
Due to technical issues at our Swiss bank, no payments from this bank have reached us yet today.
Payments through our Luxembourg bank are not affected.
Everything normal.
All pending payouts are processed.
Thank you for your patience.
Some payouts wil be sent with a delay.
This is due to an outage of a public domain name system we partially rely on.
Everything normal.
All delayed payments have arrived.
We're observing that payments from various banks arrive with an unusual delay.
Everything normal.
All outstanding payments have been processed.
Thank you for your patience.
First EUR payments through our Swiss bank are arriving.
We expect further outstanding payments to arrive during the evening, potentially even tomorrow morning.
Thank you for your patience.
We haven't received any EUR payments through our Swiss bank so far today.
We're investigating the situation together with our bank.
CHF payments and EUR payments that go through our Luxembourg bank are unaffected.
Everything normal.
All payouts have cleared with about two hours delay.
Thank you for your patience.
Due to a technical issue, payouts are slightly delayed.
We ask for some patience until the issue is resolved.
Everything normal.
All payouts have cleared with about one hour delay.
Thank you for your patience.
Due to a technical issue, payouts are delayed.
We ask for some patience until the issue is resolved.
Everything normal.
All pending SEPA payments were forwarded and are now being processed.
Thank you for your patience.
Our bank started forwarding all pending SEPA payments.
No further payments have been received yet. We expect these to arrive tomorrow and apologize for the circumstances.
The received payments have been processed successfully. More than 100 payments are still expected.
Further SEPA payments arrive.
First SEPA payment arrives.
Due to technical issues at the SEPA correspondent bank of our bank, we haven't yet received any SEPA payments from today.
CHF payments (Swiss Interbank Clearing) are not affected.
We ask for some patience until the issues are resolved.