How can we help you?

For Sweeping queries, in case of a payment not being received:

1. You may not have enough funds, please check your account balance for funds available
2. You may not have a mandate in place with that merchant / TPP. Please check your permissions store for the agreement details, as below:

Online Banking permission store:

You can manage the access you’ve granted to third party providers through online banking by following these simple steps.

• Select Security from the main menu
• Click ‘Manage Your Access’ within the Open Banking: Managing Access section
• The permission store will open in a new browser window

Mobile app permission store:

• Select the icon in the top right hand corner (shaped like a person)
• Select ‘Settings’ then ‘Third Party Permissions’
• Click on ‘Manage your access'’, the permission store will open in a new web page

1. In case none of the above two options is the reason of your payment not being received, please speak to the Third Party Provider involved
2. As a last step, please contact the bank via webchat

For VRP (variable recurring payment), in case of a payment not being received:

1. You may have not enough funds, please check your account balance for funds available
2. You may not have a mandate in place with the merchant / TPP, please check your permissions store for the agreement details, as below:

Mobile app:

• Select my profile (top right corner)
• Select settings
• Select "Managing connections"
• Select "Manage connections"
• Select recurring payments
• Select "connected" to see the full list of active merchant / retailers

Online Banking:

Navigate to Security section

• Go to the "open banking manage my access" section
• Click manage my access
• Select recurring payments
• Select "connected" to see the full list of active merchant / retailers

1. In case none of the two above options is the reason, please speak to the merchant or retailer involved in the transaction.
2. Alternatively, please contact the bank via webchat.