Faster Payments
At Countingup, we strive to make sure that your payments are processed quickly and securely. Payments are completed via the Faster Payments Service (FPS), which is designed to send money electronically in the UK, in most cases the payment will clear within 2 hours.
Occasionally, payments can take up to 24 hours to be credited or received into the recipient’s account. Some financial institutions may take longer to process payments, especially if the receiving bank also has additional security checks or internal policies that can delay payments.
If the payment is taking longer than expected, please check the payment details are correct with both the correct account number and sort code. If the details are incorrect, you may have paid the wrong person - in this case, please let us know as soon as possible and we may be able to recover the funds for you.
If you suspect your payment is fraudulent - please contact the Support team immediately.
If the payment details are correct, we kindly ask that you wait up to 24 hours before reaching out to us about issues with a payment. This allows time for any potential delays to be resolved. If your payment still hasn't been processed by then, please contact our Support team via in-app-secure messaging, and we'll do our best to assist you.
Please be aware we won't be able to provide an exact time that your payment will clear if it is currently processing.
For inbound payments, we will send you a push notification when the payment arrives so you know when these have been completed (if you don't have notifications enabled, here is how you turn them back on).
CHAPS payments
Countingup accounts can receive payments made using CHAPS. Payments received before 15:00 will be processed that day and will show in your Countingup app that evening (typically around 19:00). Payments made after 15:00 will show in the evening of the following working day.
BACS payments
Countingup accounts can also receive payments made using BACS, these take 3 working days to be processed.
All other payment schemes are not supported for Countingup accounts.
If the payment is taking longer than expected you should check the payment details and make sure that the correct account number and sort code were used.
If you sent the payment, you should also check that the recipient gave you the correct details and that you entered them correctly when making the payment.
If the details are correct, your payment is being processed and you'll need to give the payment more time.
If the details are incorrect, you may have accidentally paid the wrong person. If this is the case please let us know as soon as possible, we may be able to recover the money for you.
*If your payment has not been processed within these timescales then please contact our support team by sending us a message in app. In your request please include the name of the sender/recipient, the amount of the payment, the date and time it was sent and any reference used.