Payment notifications

Don’t recognise the retailer? Retailers sometimes use different names when processing your transaction. You can use the mobile app to look up common retailer names by clicking on the transaction and then tapping ‘Need help with this transaction?’.

Don’t recognise the amount spent? For some types of purchases (e.g. pay at pump fuel, hotels) your card may be authorised for an amount that is different to the final amount of sale. If this is the case, you may get a notification for the authorised amount rather than the sale amount. The final price paid will be shown in the mobile app within a day or two.

Don’t recognise money received into your account? If you do receive a payment into your account normally the payer’s name will appear within 24hours of the payment being received.  When you click on the transaction if the sender has included a reference you should be able to see this under more information.

Still not sure? If you still do not recognise a transaction, please contact us immediately using either in-app chat or by calling the number on the back of your debit and/or credit card.

Sometimes retailers will put through a small charge on your card to confirm it is active. This will usually be refunded and disappear after a couple of days. If this charge has not been refunded, or you do not recognise the merchant, please get in touch.

If you are using your card for contactless travel payment (e.g. Transport for London) please see the travel company’s website for more information on how your fare will be calculated.

When you make a transaction using Apple or Google Pay, you'll get one notification from them and one from us. It's easy to turn these off and make sure you're only receiving one:

For Apple Pay users – Open the ‘Wallet’ app and select your Debit and/or Credit Card. Click the three dots at the top right of the screen and switch the ‘Allow Notifications’ toggle off. You can return to this page and turn the toggle back on at any time.

For Google Pay users – Open the ‘Google Pay’ app and click on the three lines in the top left of the screen. Select ‘Settings’ and then switch the ‘Purchase Notifications’ toggle off. You can return to this page and turn the toggle back on at any time. Please note: The Google Pay purchase notification toggle switches notifications on/off for all cards you have linked to your account. 

If you have authority on another account, you may also receive notifications from payments and domestic ATM withdrawals made from this account.  For example you may have authority as a parent over your child’s account.  If you wish to turn these off you will have to turn off all payment notifications.