Sent to the wrong person or in the wrong currency

In shortMessage us straight away. If the payment hasn't completed, we may be able to stop it. Once it's landed at the other bank, we can request the money back, but a recall is a request the other side decides on, never a guarantee.

First, a ten-second check that saves a lot of worry: if your payment just converted from a different balance than you expected, that's usually the automatic conversion doing its job because the target balance was empty. Nothing's lost.

But if you genuinely sent money to the wrong recipient, or picked the wrong currency or amount, here's the real picture:

  • Tell us immediately. Every minute matters, because our options shrink as the payment progresses.
  • Not completed yet? We may be able to stop it before it lands.
  • Already landed? We raise a recall request for you. And here's where we owe you honesty: a recall asks the other institution to send the money back. Once funds sit in someone's account, that bank and that person decide. Nobody, not us, not any bank on earth, can force a completed payment back.

We'll always tell you exactly where the attempt stands rather than promising more than we can deliver. And for next time: that confirmation screen showing the recipient and the exact amount? Two extra seconds there beat any recall ever attempted.

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