How Do I Troubleshoot Payment Issues?

How Do I Troubleshoot Payment Issues?

Most payments made from your Yeeld GBP Account are processed quickly. However, there may be occasions where a payment doesn't complete as expected.

Below are some of the most common issues and what you can do to resolve them.

Insufficient Funds

If you don't have enough available funds in your Yeeld GBP Account, your payment won't be processed.

Before trying again, check that:

• You have enough available balance to cover the payment.
• You have sufficient funds to cover any applicable fees (where relevant).

If needed, add funds to your account before making the payment again.

Incorrect Payment Details

Payments can fail if the recipient's details have been entered incorrectly.

Before confirming a payment, check that:

• The account number is correct.
• The sort code is correct.
• The recipient's details have passed the Confirmation of Payee check, where available.

If any information is incorrect, update the beneficiary details before sending the payment again.

Payment Rejected

A payment may be rejected if it doesn't meet our security, fraud prevention or compliance requirements.

If this happens:

• Review any messages shown in the app.
• Follow any instructions provided.
• Contact our support team if you need further assistance.

Payment Processing

Some payments require additional security or compliance checks before they can be completed.

If your payment shows Processing, there's usually no action required.

Our team will complete any necessary checks as quickly as possible, and you'll receive a notification if the payment status changes.

Technical Issues

If you're experiencing technical problems when making a payment:

• Make sure you have a stable internet connection.
• Close and reopen the Yeeld app.
• Check that you're using the latest version of the app.

If the issue continues, please contact our support team.

Still Need Help?

If you've tried the steps above and your payment still isn't completing, our support team will be happy to help investigate the issue.

When contacting us, it's helpful to include:

• The payment amount.
• The date and time of the payment.
• The recipient's name (where appropriate).
• Any error messages shown in the app.

In Summary

Most payment issues can be resolved by checking your available balance, confirming the recipient's details or allowing additional time for security checks to complete.

If you're still experiencing problems, please contact Yeeld Support and we'll help you resolve the issue as quickly as possible.