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Mobile Help Centre
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Below are the most common 'statuses' for electronic payments received in and paid out of your account.
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Processing
This means that your payment request has been submitted and is being processed. You should ensure sufficient funds are maintained in your account until your payment has been completed.
If your payment has not been completed within two hours, call us on 0345 793 0000. Once you login, choose option zero (0) to speak to one of our Customer Service Advisers. Our advisers are available from 9am to 5pm Monday to Sunday.
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Completed
Your payment has been sent to the recipient. Transfers to other financial institutions will usually be available to the payee within two hours, but no later than the next banking day.
If the recipient has not received the payment and you want to trace it, call us on 0345 793 0000. Once you login, choose option zero (0) to speak to one of our Customer Service Advisers. Our advisers are available from 9am to 5pm Monday to Sunday.
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Rejected
The payment has been rejected. This could either be by us (for example, due to insufficient funds or if you invalidated your login details on forward dated bill payments) or was rejected by the recipient. You will see a reaon why it was rejected in your payments log.
For further information call us on 0345 793 0000. Once you login, choose option zero (0) to speak to one of our Customer Service Advisers. Our advisers are available from 9am to 5pm Monday to Sunday.
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Cancelled
This payment has been cancelled by us and will no longer be taken from your account.
To find out why, call us on 0345 793 0000. Once you login, choose option zero (0) to speak to one of our Customer Service Advisers. Our advisers are available from 9am to 5pm Monday to Sunday.
If you require the account details for any incoming payments, call us on 0345 793 0000, login and select zero (0) to speak to a Customer Service Adviser. Our advisers are available from 9am to 5pm Monday to Sunday.