How can we help you?

Why is my payment limited/restricted?

Our security systems flagged a possible risk, so we’ve limited/restricted the amount you can pay to protect you. There could be several reasons this was flagged, such as an increase in scams linked to accounts at this bank, financial company, or cryptocurrency exchange.

If there’s a risk, why am I allowed to send any money?

While we look into this, we’ve limited the amount you can pay to lower the risk to you.

My daily limits are higher than this; why can’t I pay more?

This limit only applies to the bank, financial company, or cryptocurrency exchange you’re trying to pay.

It’s separate from the payment limits you set in the Mobile or Online Banking.

Read more about payment limits if you’re a NatWest Personal customer (opens in a new window)

Read more about payment limits if you’re a NatWest Business customer (opens in a new window)

Why didn’t you tell me about this in advance?

We monitor scam and fraud risks 24/7 and react quickly without warning to protect you and your money.

Is the bank allowed to limit/restrict my payments?

Yes, our Terms and Conditions allow us to limit/restrict payments where there is a high risk of fraud, scams or other crimes:

View NatWest Personal Current Accounts Terms and Conditions (opens in a new window)

View NatWest Business Accounts Terms and Conditions (opens in a new window) using Terms code YBRUT and selecting ‘Business account terms’

How long will this limit/restriction be in place?

Our security systems will continue to monitor the situation and limit/restrict payments to this bank, financial company, or cryptocurrency exchange while we think there is a risk to you.

Will payments be limited/restricted from all my accounts?

Yes, we’ve limited/restricted payments to this bank, financial company, or cryptocurrency exchange from every account you hold with us.

Can I transfer money to another bank and then make the same payment?

Yes, but we don’t recommend it as you could be at risk of losing money, and other banks may also limit/restrict it.

If you feel pressured to pay, stop and discuss it with someone you trust.

Here are some ways you could protect yourself:

Can I speak to someone about this?

If you’re worried about this payment, please get in touch with us.

Additional Information on Cryptocurrency limits

Why has the Bank blocked or limited my Faster Payment or Debit Card transaction to my chosen cryptocurrency exchange?

To keep your money safe from scams, we have decided to block or limit online banking and mobile app Faster Payments we identify as going to cryptocurrency exchanges. From 16th March 2023, we’ll block or limit online banking and mobile app Faster Payments and Debit Card transactions made to these exchanges to £1k a day and £5k in any 30-day period, until further notice. These limits apply separately to each account.

We know that customers investing their money in cryptocurrency has become extremely popular. However, we are also aware of the increasing risk posed by fraudsters exploiting this trend to dupe customers out of millions of pounds per month. As such, we have decided to take proportionate action to keep our customers safe and secure.

Why has my Credit Card payment for a cryptocurrency purchase been declined?

Since February 2018, to keep you safe and secure and not expose you to more risky debt, we have blocked the use of our Credit and Charge Cards to purchase cryptocurrency.

Is cryptocurrency regulated?

Cryptocurrency isn’t protected by the UK’s Financial Services Compensation Scheme (FSCS) and is not an asset that's regulated by the Financial Conduct Authority (FCA). There are also concerns that it could be used to facilitate financial crime or fraud. The value of these currencies is unpredictable and generally involves taking high risks with your money.

Can the Bank provide advice on cryptocurrency?

As cryptocurrencies are unregulated assets, we’re unable to provide customers with advice. If you still wish to purchase cryptocurrency, we suggest that you seek independent financial advice via a trusted and regulated advisor or firm.

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