You will receive an email from us if we have not been able to recover an amount from your account. To unblock your account you must transfer the outstanding amount to us. You can do this in 2 ways: via the app or via a manual transfer.
Via app
- Open the bonsai app and press the notification at the top to repay the outstanding amount
- You will receive an overview of which payments are involved. Press the button at the bottom to choose your bank
- The reference and amount are automatically filled in and simply follow the steps to make the payment
This will immediately unblock your account and you can get back to planting trees!
By manual transfer
- Open your bank app of choice to make a transfer
- The details for the transfer can be found in the email or the app (IBAN, amount and structured communication).
- Check the structured communication and the amount (if multiple payments have been declined, check the total amount in the app)
Your account will be unblocked once the amount has arrived in our account and our system processes it. This takes approximately 1-2 working days. FYI: bonsai support cannot manually speed up this process for you.