It's rare that a withdrawal would fail. But if it does, the funds are usually automatically returned to your account balance for you to withdraw again.
A failed withdrawal may occur if the card provider or bank is unable to accept funds to the card selected. This has been known to happen with some Mastercards.
Although this isn’t something we can control, in cases such as this you can select on the withdrawal page to withdraw via a bank account number and sort code instead.
To do this, navigate to > My account > Withdrawal, where you should see that 'Card' is selected as the active withdrawal method. Next to ‘Card’ will be a drop-down menu from which you can select ‘Bank’ instead. At this stage, you’ll have the chance to enter the desired bank account number and sort code. If 'Bank' doesn’t appear, it will mean the card withdrawal failed for another reason.
If you’ve previously registered a bank account with us, this section will default to the details last used. Please be sure to check them before confirming the withdrawal as we’re unable to make changes once the request has been processed.
Withdrawal to a bank account number and sort code
Your bank withdrawal may have failed for one of the following reasons:
- Your bank details have been entered incorrectly. Should this happen, our system will recognise the error and the withdrawal will fail. You’ll then be able to enter the correct details and try again. Please note that on some occasions withdrawal requests made with incorrect details can show as ‘Success’.
- There is an ID request. We may ask to see documentation to verify your bank details, resulting in the withdrawal being held. If we don’t receive the requested ID, the transaction may eventually fail and the funds will be returned to your account balance. You’ll receive an email once the funds have been returned to your account balance. At this point, you can withdraw via the correct details providing there’s nothing else preventing you from doing so.