When you confirm a payment with itsme, we only use your itsme app to verify your identity.
The payment itself is always processed by your bank.

What does this mean?

itsme acts only as an authenticator: we make sure it’s really you approving the payment.
The transaction (the money leaving your account) is handled entirely by your bank.

If you approved the itsme action but the amount was not deducted, it could mean that:

• the payment has not yet been processed by the bank, or
• there was a technical issue during the bank’s processing.

What can you do?

Please contact your bank’s customer service.
They can check why the payment was not completed.

Tip: note the date and time when you confirmed the payment with itsme. This helps your bank locate the transaction faster.

Important

itsme has no access to your account and does not process payments.
We only ensure secure identity verification. Once you approve the action, the rest of the process is handled by your bank.