We’re sorry to hear that your payment is missing, we’ll do everything we can to help locate it for you. First, we need to know what type of payment you are expecting. That way we’ll be able to let you know what information is required. We support the following types of inbound payments:

  • Faster Payment

  • BACS

  • SWIFT

  • SEPA

Whilst we don’t support CHAPS payments and they are normally returned to the sender, these may be delivered to us under certain circumstances.

Faster Payments

Faster Payment Service (FPS) transfers are normally instant and should arrive within a few minutes, but they can take up until the end of the next working day.

Please share all of the following information from the sender's bank, then our payments team can trace the FPS transfer for you:

  • Sender's sort code

  • Sender's account number

  • Payee's sort code

  • Payee's account number

  • Payment reference

  • Amount sent

  • Date and time of submission to Faster Payment system (the sender's bank can provide this)

  • ID of submission to Faster Payment system (the sender's bank can provide this)

BACS

A BACS transfer can take up to 3 working days to arrive.

Please provide us with the following information so we can trace the payment for you:

  • Sender’s sort code

  • Sender’s account number

  • Payee's sort code

  • Payee's account number

  • Payment reference

  • Amount sent

  • BACS reference (the sender's bank can provide this)

  • Date sent (the sender's bank can provide this)

SWIFT

These payments can take up to 5 working days to arrive into your account. We’d first suggest that you make sure the payment is coming from a country we support.

You should also make sure that the payment was sent using the correct details. You can ask us for the correct SWIFT and IBAN for your account, or check your account details in the account management section of your app. This is provided by CurrencyCloud and will not be related to the sort code and account number that you use for domestic UK payments, such as a BACS and Faster Payments.

If the payment was sent using the correct details and hasn’t arrived after 5 working days, please ask the sender to send over a copy of the MT103 and GPI Tracker from their bank. Once you have shared that with us we’ll be able to trace the missing payment for you.

SEPA

These are payments from other SEPA countries, and are paid in Euros €. These payments generally take 1 working day to process and be credited to your account.

Inbound SEPA payments require different IBAN and SWIFT account details from SWIFT and domestic UK transfer. Please ensure that you are using the correct SEPA Account details via our in app chat.

If the payment still hasn’t arrived after 24 hours, please ask the sender to share:

  • Sender’s IBAN

  • Recipient IBAN

  • Payment reference

  • Amount sent

  • ID of submission to SEPA payment system

  • Date and time of submission to SEPA payment system

Once you’ve shared this information with us we’ll be able to trace the missing payment.

CHAPS

If the missing CHAPS payment hasn't bounced back to the sender within 5 working days, please share the following details with us:

  • Sender's sort code

  • Sender's account number

  • Payee's sort code

  • Payee's account number

  • Payment reference

  • Amount sent

  • Payment submission date and time to the payment system (the sender's bank can provide this)

  • ID of submission to the payment system (the sender's bank can provide this)

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