The most common error with payments comes from incorrect (or outdated) bank details. It is your responsibility to ensure that your bank account details are up to date in Trustd.
| What happened? | What will happen | What you can do |
|
Did you send money to your Wallet without confirming your payment? |
Money will be returned to the bank account listed in Trustd |
If this happened: During business hours (8am-7pm, Mon-Fri) You have 2 hours to confirm a matching payment before funds are transferred back to the account listed in your Trustd profile. Outside business hours (including weekends or bank holidays) You have 5 minutes to confirm a matching payment before funds are transferred back to the account listed in your Trustd profile. If you miss either of these deadlines, the money will be returned, and the payment will remain in the “Awaiting funds” status until you try again. |
| Did you accidentally transfer the wrong amount for a payment? | Money will be returned to the bank account listed in Trustd |
After confirming a payment, the exact amount (down to the penny!) needs to be transferred to your Wallet.
SmartPay won’t process the payment if you transfer the incorrect amount to the Wallet. |
| Are your bank account details in Trustd out of date? |
Money will remain in the Wallet until the bank account is updated in Trustd |
Login into Trustd to update your bank account details. Payments always go to the latest bank account details stored in Trustd. |