Once you've sent a payment, it can't be reversed, but we understand that mistakes can happen. ❌
Whether you’ve sent money to the wrong person, entered the incorrect amount, or sent a duplicate payment, the steps below will help you try to get your money back.
Note: There is no guarantee that we can recover funds on your behalf, but we'll do our best to help you through the process. ⚠️
What to do now
Contact the person you paid If you know the person or business you sent the money to, you should contact them directly and ask them to return the funds. This is usually the quickest and easiest way to get your money back. 👤
Contact us through the app If you don’t know who received the money, or you’ve tried to contact them without success, please let us know through the app. 📲
How to get help in the app:
Open the app and tap the help icon 💬 to start a conversation with our support team.
Let our automated assistant know that you've sent a payment by mistake.
Please provide the following details:
The date of the transaction
The exact amount sent
A brief explanation of the mistake
If you sent money to the wrong person, please include the details of the intended recipient
Our team may be able to raise a claim on your behalf with the receiving bank. This process can take up to 20 working days. 📅 Once we have an outcome, we'll notify you whether the claim was successful and return any recovered funds to your account. 💸
Top tips for safer payments
Verify details: Always check with the person you're paying that their account details haven't changed since your last payment.
Double-check: Review the amount and account details one last time before you tap send. ✅
Stay organised: Delete old payee details from the app to avoid confusion when making future payments. 📘