Why has my payment been held?
To help protect our customers' accounts, we may hold a payment for further checks if it looks unusual.
How will I know if you're holding a payment?
If we hold a payment, we'll:
- Send you a message to let you know we’re reviewing the payment
- Show a banner at the top of 'Home' in the app – tap this to see your options
- Flag the payment with a warning icon under 'All activity' in the app – tap it to see your options
What are my options if a payment is held?
We may need to speak to you to get some more details about the payment. If we do, we’ll be in touch – or you can call us. Just head to ‘Support’ to call us directly from the app.
When we've completed our checks, we’ll contact you to let you know what’s next.
Related FAQs
How long will it take for a refund to show up on my account?