How can we help you?

For Sweeping queries, in case of a rejected payment:

  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 left hand 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 a payment being rejected, please speak to the Third Party Provider involved
  2. As a last step, please contact the bank via webchat

Have you met Cora, your digital assistant?
Cora can help you with a wide range of queries, including this one.

Ask Cora

For VRP (variable recurring payment), in case of a rejected payment:

  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:

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 left hand 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 two above options is the reason of your payment being rejected, please speak to the merchant or retailer involved in the transaction
  2. As a last step, please contact the bank via webchat

Have you met Cora, your digital assistant?
Cora can help you with a wide range of queries, including this one.

Ask Cora

Ask Cora

Cora can help you with a wide range of queries and show you how to do your banking.

Available 24/7

Find Cora in the mobile app, Online Banking or our website