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:

  1. Send you a message asking you to contact us
  2. Show a banner at the top of 'Home' in the app – tap this to see your options
  3. 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.

Confirmation of Payee

Pending card transaction

Moving money

How long will it take for a refund to show up on my account?

Pending payments