If you see a message saying 'Payments out are disabled', it means we've had to temporarily restrict your account. We know this can be disruptive, but it's usually a step we take to keep your money safe or ensure your details are compliant. Before reaching out to us, there are a few quick things you can check to help get this sorted as quickly as possible.
1. Review your account activity 🔎
Take a moment to check your recent transactions in the app. Look out for anything unusual, like payments you didn't make or don't recognise.
⚠️ Critical: If you spot any suspicious or unauthorised activity, please let us know immediately so we can secure your account.
2. Verify your information ✅
Double-check that your contact details, address, and business information are completely accurate and up to date. Outdated or incorrect details can sometimes trigger an automatic restriction.
⚠️ Note for limited companies: If your business has been struck off or dissolved on the Companies House register, we're legally required to restrict your account. You won't be able to make or receive payments and any funds in the account belong to the Treasury Solicitor.
3. Check for service incidents 🛠️
Sometimes, temporary technical issues might be affecting outgoing payments across the platform. Before diving deeper, you can check our service status page to see if we're currently experiencing any system outages.
4. Review our terms and conditions 📑
Have a quick look through our terms and conditions to ensure your account activity aligns with our guidelines. Accounts can sometimes be restricted if there has been an unintended violation of these agreements.
5. Get in touch 📩
If you've gone through all of the steps above and still can't make payments, we're right here to help you. Checking these details beforehand helps us narrow down the cause so we can get your account back to normal much faster.
👉 Please message us securely through the app. If you're having trouble logging in, you can email our support team instead.