We can’t cancel a transfer once it’s been deposited into your recipient’s account.

Before you send money

You should only send money to people you know and trust personally.

Please double-check your recipient’s details before confirming your transfer to prevent money from being sent to the wrong person.

If you sent money to the wrong person

If you entered the wrong recipient details, the payment is often rejected by the receiving bank. In that case, the money will be returned to us. We’ll then get in touch to ask whether you’d like to resend the transfer or cancel it for a refund.

If the payment isn’t rejected and is sent to the wrong person, please contact us as soon as possible. We’ll ask our banking partner to try to recover the funds. This process is called a recall request.

If you know the person who received the transfer, you can also reach out to them directly - but only if you feel safe doing so.

Important information about recall requests

We’ll do our best to recover the money, but we can’t guarantee it. The recipient must agree to return the money, and we need their permission to debit their account.

Once we’ve submitted the recall request, we’ll tell you whether it was successful or not within 10 working days. If we’re not able to recover the money within that time, it’s unfortunately very unlikely we’ll be able to get it back.