What we need to recall a payment

In shortA recall asks the receiving bank to return a transfer you sent. It works best fast and with the details ready. It is a request, not a guarantee.

If you sent a bank transfer to the wrong person, sent it twice, or no longer want it to go, we can ask the receiving bank to return it. That is a recall. Speed decides most of them, so message us the moment you notice.

First, one quick check

If the payment simply came out of a balance you did not expect, that is usually automatic conversion doing its job on an empty balance, not a wrong payment. See Automatic conversion when a balance is empty. A genuine wrong recipient, or a wrong amount or currency you chose by hand, is what a recall is for.

What we will ask you for

Detail Where to find it
The payment reference The transaction in your activity list
The amount and currency The same transaction
The date and time it was sent The same transaction
Who it went to The recipient details as you entered them
Why it should come back In your own words: wrong person, duplicate, no longer wanted

With those, we complete the recall request with you and send it to the bank that received the money. Everything after that is on their side.

A recall is a request the receiving bank and its customer decide on. If the money is already in someone’s account, nobody can force it back, and we will never tell you otherwise. We tell you where it stands at every step, and nothing more than it is.

A card payment is different; that is a dispute. See What a card dispute needs from you. A crypto send cannot be recalled at all; see Crypto safety: sends can’t be undone.

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