Sometimes, we’ll cancel your money transfer. This article explains some of the most common reasons we do this.

You didn’t pay for your transfer.

If you set up a transfer and we don’t receive your payment within 3 days, we’ll cancel your transfer. We’ll always let you know before we do so that you can make payment. 

If you’d still like to send money, you’ll need to start a new transfer.

The receiving bank rejected the transfer.

The recipient’s bank might reject a payment if the recipient details weren’t correct, if the bank account is closed or for another reason.

When this happens, we’ll let you know what options are available to you. If we don’t hear from you, we’ll cancel your transfer and return your money to you.

We detected suspicious activity.

If we think your security is at risk, we’ll cancel your transfer.

We have a responsibility to review every transfer and check it’s safe. If you’re sending money to a country with a high level of fraud, or if the transfer matches a pattern of fraudulent activity, we’ll cancel your transfer.

We need more information from you.

Sometimes we’ll ask you to provide more information before we can send your money. We’ll email you to tell you what we need and how to provide it.

If we don’t hear from you and receive the information within the requested timeframe (normally two working days), we’ll cancel your transfer.  

If you’d still like to send money, you’ll need to start a new transfer. We may need additional information from you to complete it, so keep an eye on your email address to make sure your money is sent as soon as possible.