You have entered a payment, but the money never arrived at the recipient's account? Or do you want to delete a payment that you had already commissioned? We will show you how to proceed.

Tip: Inquiry

Before initiating an inquiry, contact the recipient to confirm whether or not the amount has been received. Please refer to our price lists for the costs of investigating payments that have already been made.

Tip: Pending payments

If you have entered pending payments in UBS E-Banking or in the UBS Mobile Banking app, you can change or delete them free of charge up to the execution date.

How to start an inquiry

On your computer

1. Log in to your E-Banking

2. Click on Assets & Investments, then on Accounts, then on Transactions

3. Select the payment you wish to query

4. Click Start inquiry

5. Read through the terms and conditions and click Accept

6. Fill in the needed details and click on Submit

Your inquiry is now under way, our clarification center is on it and will get back to you shortly.

How to change or delete a payment

Entered payments can be changed or deleted at any time and free of charge until the execution date (value date). Unfortunately, individual payments of a collective posting cannot be deleted individually.

Pending payments

You can find pending payments in E-Banking under Payments, then click on Payments on record, and there on Pending payments.

Executed Payments

Payments that have already been executed can no longer be modified or deleted. In this case, you have two options:

  • Contact the payment recipient and arrange for a correction or refund. (Assuming the payment was triggered in error, duplicate or incomplete).
  • Or you trigger an inquiry via E-Banking - see above.

Other important help topics

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