In certain circumstances, we may hold a payment, for example, a high-value sum, until we have verified that the instruction was from you and was genuinely intended for the particular payee. We do this to make sure it's not fraud and keep your money safe.

We can let you know about the status of a payment which appears to have been held or rejected – just get in touch with our customer service team in-app. It's best not to make the payment again or make separate arrangements until you've spoken to us first – and going forward, if you plan to make a payment which is out of the ordinary, please get in touch with us in advance to give us the details so we can make sure everything goes smoothly.