How do I add money to my wallet?
Refill the wallet with any amount between your account's minimum and maximum. By default Nexus debits your linked bank account. If a bank transfer can't be credited right away and you have a saved card, the card is charged instead so the money is available at once. You can also choose bank or card yourself for a single refill.
You can refill by hand whenever you like, or turn on automatic refill and let Nexus top up the wallet when it runs low.
Why did my wallet get less than I was charged?
Every refill carries a reload fee. The amount you enter is what your bank account or card is charged; the wallet receives that amount minus the fee. Card refills cost more than bank transfers.
The fees that apply to your account are shown with your wallet balance, and each refill lists its fee and the amount credited.
I refilled, but my balance didn't go up. Where's the money?
The refill is most likely a bank transfer that's waiting to clear. Most bank refills are credited immediately, but two situations make a refill wait until the bank confirms it, which takes a few business days:
The bank account is newly linked. The first few transfers from a new bank account are credited when they clear. After those have settled, refills from it are credited immediately.
You have a lot of uncleared money already. Each account has a limit on how much can be credited ahead of clearing. A refill that would go over it waits.
A waiting refill is listed as pending with your balance. To avoid the wait, save a card: Nexus then charges the card whenever a bank transfer couldn't be credited right away.
How does automatic refill work?
You choose a threshold and a refill amount. When a purchase finds the balance below the threshold, Nexus charges exactly the refill amount. Turning it on requires a linked bank account or a saved card, and if your balance is already under the threshold, the first refill starts at once.
If you try to buy a label the wallet can't cover, an automatic refill is attempted first, so the purchase usually just goes through.
Why did automatic refill charge me twice, or more than my refill amount?
Nexus only ever charges whole multiples of the refill amount you chose. One refill doesn't always bring the balance back over the threshold, so the next purchase triggers another. And when a single label costs more than the wallet plus one refill, the refill is as many whole amounts as it takes to pay for that label. With a $10 refill amount and a $17 label, you're charged $20.
If this happens often, raise the refill amount so that one refill comfortably covers your typical labels.
Why did automatic refill turn itself off?
Automatic refill switches off when a bank transfer is returned by your bank, when a card charge is disputed, or when you remove your last payment method. Fix the payment problem, then turn it back on.
Why was my refill refused?
The message says which of these applies:
Amount out of range. It's below the smallest or above the largest single refill your account allows.
Daily limit reached. There's a cap on total refills in any 24 hours. Wait, or contact support if you need a higher limit.
Card declined. Your card issuer refused the charge. Try again, or use your bank account.
No payment method. Nothing usable is linked. A bank account that was disabled after a returned payment doesn't count.
If a refill says the payment couldn't be confirmed yet, don't start another one. Nexus retries it automatically, and starting a second refill could charge you twice.
Why is my balance negative?
A balance goes below zero for one of two reasons. A refill that had already been credited was taken back, because the bank returned the transfer or the card charge was disputed. Or a carrier adjustment was charged for a package that was heavier or larger than its label said.
You can't buy labels until a refill brings the balance back above the price of the label. Your wallet history shows which entry caused it.