Please ask her to reach out via support.getalby.com so that we can check what exactly happened.
Discussion
I think she will received it’s just this is the first time so she will wait til 3 days . You guys mentioned this on your website . It will take 2-3 working days if I am not mistaken .
Right ?
Lightning payments are instant. Fiat payments related to one of the integrated exchange providers depend on there terms of service.
She has alby cloud pro hub , when she wants to top up her bitcoin , she need to buy bitcoin and through the third payment system like Mt. pelerin .. is it not right ? This is not transfer from lightning to lightning payment ..?
Don’t you not know this ?
Good to know that she used Mt.Pelerin. If she did KYC, she should receive it on the same day depending on the payment method she used.
If she didn't do KYC, she needs to wait 7 days. That's Mt.Pelerin's policy to ensure they are not scammed.