The difference between the total and available balance of your account indicates that there are one or more frozen amounts. Any freezing of amounts may be due to:

  • Transfer orders not yet completed.

  • Card purchases that have not yet been acquired.

  • Amounts from acquired sales transactions that part of them remain frozen for a certain period. *

  • Sales transactions that have been disputed by the cardholder and are under investigation.

*To verify that you have the specific acquiring type:

  1. Log in to your Viva Wallet Account.

  2. Select from the menu Settings and Profile.

  3. The SETTLEMENT SPEED field will show how the acquiring type.

If you would like further clarification, you can contact our Customer Support via live chat 24/7.

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