My payment was not received

On occasion, errors may occur when you are paying your bill.

Below, you will find common causes and solutions in the event that your payment has not been posted to your Sunrise account.

We will notify you as soon as your payment has been received

Simply select the option SMS notification in My Sunrise.

Payment received after up to three working days

It can take up to three working days for your payment to be credited.

Common errors and solutions by payment method

Choose your payment method to get tips and solutions for lost payments.

Incorrect reference number

If you have several customer accounts, you may have made the payment for a different account.

Solution: Identify the correct account

Reference numbers are structured as follows:

x0 00008 12345 6789x xxxxx xxxxx

Five zeros are followed by your customer number. In this example, the customer number would be: 8123456789

Check the customer number to find out which customer account you made the transfer to.

Free account statement by e-mail

In My Sunrise, you can have an account statement sent to you by e-mail for free.

It will show you all the payments in chronological order.

Payment to UPC IBAN with correct Sunrise reference number

If you have both UPC and Sunrise accounts, you may have accidentally specified the UPC IBAN as the recipient account.

Solution: We’ll take care of it.

Don’t worry! We will transfer the payment to your Sunrise account for you. You don’t have to do a thing.

However, this process can take up to 14 days.

Payment to a UPC IBAN with UPC reference number

If you have both UPC and Sunrise accounts, you may have accidentally entered the UPC IBAN and your UPC reference number.

Solution: The payment will be credited to your UPC account

The payment will be posted to your UPC account and credited to your next UPC bill.

You can find the details regarding your account balance in your My UPC account.

Please make another payment to Sunrise to settle your Sunrise bill.

The payment was not completed

You may have entered your payment details, but not completed the process yet.

Solution: Complete the payment

Complete the payment process.

For example, in the desktop version of your online banking account.

Incorrect reference number

If you have several customer accounts, you may have made the payment for a different account.

Solution: Identify the correct account

Reference numbers are structured as follows:

x0 00008 12345 6789x xxxxx xxxxx

Five zeros are followed by your customer number. In this example, the customer number would be: 8123456789

Check the customer number to find out which customer account you made the transfer to.

Free account statement by e-mail

In My Sunrise, you can have an account statement sent to you by e-mail for free.

It will show you all the payments in chronological order.

Incorrect recipient account

You have sent a payment to the recipient account 87-503770-0.

We cannot process payments to this account.

Solution: Contact us

Please contact our customer service.

Make sure you have your receipt available. We will ask you to upload it via a link.

Payment with a self-printed payment slip

If you have printed the payment slip yourself, this may lead to errors when reading the reference line at the post office counter.

In this case, we will keep your payment in an account for incorrect payments.

Solution: Contact us

Please contact our customer service.

Make sure you have your receipt available. We will ask you to upload it via a link.

Reference details omitted

We cannot process payments without reference details.

Solution: Initiate an investigation

Please initiate an investigation procedure with the post office (subject to a fee).

As soon as you receive the result, please contact our customer service. We will then be able to locate your payment and credit it to you.

How to make sure we receive your payment:

Use the correct IBAN and reference number

Make sure you use the IBAN and reference number specified on the bill.

You can find more information in My Sunrise.

Use the original payment slip at the post office counter.

Printing or copying the payment slip may lead to errors in reading the slip.

Your payment wasn’t received and you can’t find a suitable solution listed above?

Please contact our customer service.

Make sure you have the following information available:

Payment date and amount
Recipient account number or QR IBAN for QR bills
27-digit reference number (alternatively: notification or reason for payment)
For payments via online banking: The IBAN/account number from which the payment was debited
For credit card payments: Your credit card number

Contact

My payment was not received

We will notify you as soon as your payment has been received

Payment received after up to three working days

Common errors and solutions by payment method

Solution: Identify the correct account

Free account statement by e-mail

Solution: We’ll take care of it.

Solution: The payment will be credited to your UPC account

Solution: Complete the payment

Solution: Identify the correct account

Free account statement by e-mail

Solution: Contact us

Solution: Contact us

Solution: Initiate an investigation

Your payment was not made.

Solution: Check debit and make payment

Use the correct IBAN and reference number

Use the original payment slip at the post office counter.

Your payment wasn’t received and you can’t find a suitable solution listed above?