We may ask you to set up a substitute transfer if your original payment bounced back from the receiving bank and you’d like us to match the returned funds with a new transfer instruction in order to resend it.

To set up a substitute transfer, go to your Recipients page and press ‘Send Money’ on your chosen recipient’s profile. On the following page, choose ‘bank transfer’ as payment method to us and confirm the transaction.


Please don’t send us the money again – we’ll simply use the funds that were returned in the bounced payment and match them with the new transfer instruction.

As soon as this is done, you’ll receive another email confirming that your new transaction is in progress.


If your original payment bounced because of invalid recipient details, please don’t forget to correct your recipient’s details before setting up a substitute transfer.