Payment changes in mobile and online banking
We’re making some changes to the way you’ll make payments in the mobile app and online banking with the introduction of the Confirmation of Payee service. We’re also simplifying ‘one-off payments’ and giving you the ability to change a payment reference in the mobile app.
Confirmation of Payee service
Confirmation of Payee is a name-checking service that helps make sure new payments made in the mobile app and online banking are sent to the right person or business. It can help protect you from certain types of scams, like 'Authorised Push Payment' scams and will also help reduce payments that are made to the wrong account by mistake.
It will do this by:
- matching a payee’s name to the one on their account
- letting you check the name if it’s a close match to the payee’s name, before sending a payment
- explains the risk of making a payment when the name doesn’t match
How to enter the correct details when paying someone or receiving a payment
It’s important to have the right details:
- when making a payment in the mobile app or online banking to someone new
- when giving your account details to someone so they can send you a payment
Making payments in online banking and the mobile app
Confirmation of Payee lets you check the name of the person or business you’re paying when setting up a new payee in the mobile app or online banking. You’ll see one of these results on screen:
Account name is a match
The account matches the payee's name.
Account name is not a match
The account name doesn't match the payee's name. Double-check the details, otherwise your money could be sent to the wrong person.
Account name is a close match
The account name is a close match to the payee's name. You'll be shown the name on the account you're paying to help you decide whether it's the right person. Double-check the details before sending any payment.
Unable to check the account
Sometimes we won't be able to check the name on the account you're sending money to. That doesn't mean that anything's wrong. It could be that the payee's bank isn't using the Confirmation of Payee service. You may see this message more often initially, as once we have introduced this service; we will need to allow time for banks already offering Confirmation of Payee to register with us.
You can continue with the payment- but check the account name and details are correct.
When we won’t be able to match your name
- Within the first 24 hours of opening a new account
- When making a new payment to a credit card
You can continue with the payment – but always double-check the account name and details are correct.
Changes to one-off payment in the mobile app
To simplify the way you make payments to someone new, instead of having an option to make a ‘one off payment’ you’ll now be able to pay someone new and choose to save them if you wish to.
If you’re wanting to make a one-off payment to someone and not save them to your payee list, you’ll need to select ‘Pay someone new’ and make sure you remove the tick from the ‘Save this payee’ box.
Change a reference in the mobile app
You'll soon have the ability to change a reference you have set up for a saved payee.
To do this follow the below steps
- select 'Pay a saved payee'
- select the person you want to pay and the amount
- if required you can now change the reference in the 'Reference' box
- the reference will be updated on your payment and added to your saved payee list.
Calls to 0800 and 0808 numbers are free from landlines and mobiles. Calls to 03 numbers cost the same as calls to numbers starting with 01 and 02. Calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company's access charge. Calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge.
Calls may be monitored or recorded for security and training purposes.