What should I do if I'm missing a payment?

If you are using the Mettle bank account:

In order to facilitate Faster Payments, it is necessary to allow a two-hour waiting period after the payment has been sent to ascertain if it has been automatically returned to the sender. Conversely, for BACS payments, a waiting period of three working days is required.

If you are using the e-money account:

For us to look into a payment, we have to wait three working days to allow the payment to work its way through our automated systems. This will allow us to verify if its reached your account or has been returned. If the payment hasn't reached your account within three working days, you should let us know and we'll investigate the issue.

For us to look into a payment, we'll need to know the following information:

• The payment amount
• Whether it was an incoming or outgoing payment
• Payment date
• Payment reference
• Details of the sender if the payment was made into your account