We aim to make sure your payments are processed quickly and securely. Most transfers in and out of your account are completed via the Faster Payments Service (FPS), which is the standard for electronic payments in the UK. 💸
Most Faster Payments clear within two hours, though they can occasionally take up to 24 hours. BACS and CHAPS payments follow different timescales and only process on working days.
If a transfer hasn't arrived or cleared within the expected timeframe, there are a few quick checks you can do to get things moving.
If you’re waiting to receive a payment
If a payment hasn't appeared in your account, please follow these steps:
Check the payment type: Confirm with the sender if they used Faster Payments, BACS, or CHAPS. Other payment types aren't supported and will be automatically returned to the sender.
Ask for a reference: Ask the sender to check the transfer with their bank and provide you with the payment reference or "Faster Payment ID".
Verify your details: Double-check that the sender used your correct account number and sort code.
If you’ve sent a payment
If a payment you sent is taking longer than expected, first check that the recipient's details (sort code and account number) were entered correctly.
If the details are correct, your payment is likely being processed. Some banks perform extra security checks, which can add a little time. Please allow up to 24 hours for the transfer to complete.
If the details are incorrect, please let us know as soon as possible via the app. While we can’t guarantee it, we may be able to help you recover the funds.
Contacting support
Before reaching out to our team, please ensure the standard [timescales for your payment type](link to processing times article) have passed.
If you still need a hand, message us through the app and include:
The name of the sender or recipient
The exact amount
The date and time the payment was made