Instructions on using RNA codes to retrieve refunds

KeyApply's ordering and payment system is automated. Therefore, when you receive an email notification that the fee has been refunded, it means the system has processed the refund to your card at that time.

The refund will be recorded in the system and typically takes 3-10 days to be credited to your card. In some cases, the waiting time may be longer; you can contact KeyApply to obtain an Acquirer Reference Number (ARN).

• RNA codes are intended to help banks track transactions.
• You can call your bank's customer service and read out the ARN code to find out where your money is.
• Your bank will check the following information to see what's going on:
  • The refund has arrived at the bank but has not yet been credited.
  • The refund is currently being processed within the international card system.
  • There may be technical issues that are slowing down the refund process (if any).
  • Your bank is the only entity that can accurately determine the location of your money.

Please note: The Acquirer Reference Number (ARN) proves that the funds have left our system; we no longer hold them. Therefore, any delay in recording funds on your card is due to your bank's system, and we have no authority to resolve it.

If you haven't seen the money credited to your account, please contact your card-issuing bank for assistance in checking and adding the funds to your account.