Use these steps if a payment was sent in error or to the wrong account: The recall process typically involves multiple stakeholders, including banks and intermediary parties, and can vary in complexity.
1. Check the payment status
In Payment search, confirm the payment is still Booked or Processed.
Note: Payments already Completed are harder to recall and may depend on the beneficiary bank. Timelines for recalling completed payments are not guaranteed and can vary depending on the involvement of external banks.
2. Gather key information
Note the payment ID, amount, currency, and reason for recall (e.g., duplicate, wrong account). Be prepared to provide details about the nature of the error, such as inputting the wrong SWIFT code or account number.
3. Request the recall
Email [email protected] with the details.
Support will contact the banks involved and advise on timelines, fees, and next steps.