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 asking you to contact us
- Show a banner at the top of 'Home' in the app – tap this to see your options
- Highlight the payment under 'All activity' in the app – tap it to see your options
What are my options if a payment is held?
To see your options, go to 'All activity' in the app and tap the payment. You can then either:
- Tap 'Call us' to give us the details we need to send the payment
- or, tap 'Cancel payment' if you no longer want to send it
Will I see cancelled payments in my activity?
No. The payment will be returned to your account and won't appear in your transactions.