Your account needs to be in credit before you can request a refund. If you’re in credit, we can return the exact amount to your bank account through our app. If you’re not in credit, you’ll be charged a fee for requesting a money transfer.
How to transfer money using the app
If your account is in credit, you have paid your last statement balance in full, you haven’t used your card recently, and you don’t use your card until the money is in your bank account, you won’t be charged the interest and fees shown in the app. You should only transfer the exact amount you’re in credit or you’ll be charged a fee (please note the credit balance cannot exceed the credit limit on your card, if this is the case please contact us).
To do this:
• Confirm your current credit balance on the main summary page in the app. This will take into account any recent spend.
• Go to ‘Payments’ and select ‘Make a money transfer’.
• Choose the first rate option shown, agree to the terms, enter the amount you are in credit and your bank details. Although you are shown a fee, this is not charged in the event you are transferring the exact credit balance in the account. This account you're sending the money to must be in your name.
• Follow the steps on screen, including entering your password for the app. This is the password you set up when you first downloaded the app. If you can't remember your password, you can reset it in the app - you’ll need your card handy to do this.
• Once you’ve confirmed your password, this will complete your transfer. The money will be in your bank account by the end of the next business day if completed before 4pm. For example - if you process a transfer on Friday at 3pm, the funds will be in your bank account by the end of the business day on Monday.
You can also contact us to request a credit balance refund. We can only make a refund to the account details we have on file and if there’s a Direct Debit set up. If you don’t have a Direct Debit in place, we might need you to send us proof of the bank account in your name that you would like us to send the funds to.