I get an error message when trying to withdraw money

This means we could not verify the bank account details you gave us.

To check if your bank account is verified, log in to your account on our website and select ‘My profile’ from the menu. View ‘Bank account’ and if the word ‘Withdrawals’ is green, your bank account is verified. If it’s red, it’s not verified.

If your bank account is not verified, select ‘Documents’ and upload a bank statement dated within the last 3 months. It must be from the same bank account you gave us. You can upload a photo, scan or PDF of your bank statement. We do not accept screenshots.

If you want to change your bank details, delete the bank account you’ve already entered and start again. If you have any regular payments or withdrawals, you’ll need to set them up again with your new bank details.

Learn how to set up regular payments

Learn how to set up regular withdrawals

It can take up to 3 days for your bank account to be verified, after which you’ll be able to withdraw cash.

For more information about how to verify your bank account, check your secure messages.

This means you’re closing your account, or you have not verified your personal details, for example.

If you have not verified your personal details, you’ll need to send us proof of your identity or address. Please see your secure messages for details.

If you have asked us to transfer your account to another provider, or to close your account, let us know you want to make a withdrawal and we’ll activate your account.

If none of these reasons apply to you, or you need to withdraw cash urgently, please contact us.