Normal outbound payments – that is, non-direct debit payments – are carried out as SEPA Credit Transfers. Unfortunately, once you as the payer have verified an outbound payment it is not easy to cancel the payment and return the funds to your account. This is only possible if the payment has not yet been credited to the recipient’s account.
However, we offer several options to try and return your money to its rightful place. Please see below for full details.
Was your payment a direct debit?
If your outbound payment was carried out as a SEPA Direct Debit, please find information here on how to request a refund
I accidentally verified a payment, what can I do?
If you sent money to the wrong account, or sent the wrong amount or for any other wish to retract a payment that has already been verified, you have a few options:
- The fastest and easiest way is to contact the recipient directly (if you know who it is) and ask for your money back
- Ask us to initiate a ‘recall’. We’ll send a recall request to the beneficiary bank, which then has 3 weeks to respond. The recipient must also agree to the chargeback
- Ask us to launch an investigation. We’ll initiate an investigation into where your money was transferred
To start option 2 or 3, contact us via live chat or submit a request here with the details of your payment. We’ll do everything in our power to help you get your money back.
You can read more about our payment returns policy in Section 12 of our Terms of Service.