FAQs

We’ve answered some of the common questions below. If you can’t find the answer you’re looking for, your bank or building society will be able to help.

Which UK banks and building societies are part of Paym?

You are able to send and receive payments securely between current accounts at the following participating UK banks and building societies: Bank of Scotland, Barclays, Clydesdale Bank, Cumberland Building Society, Danske Bank, first direct, Halifax, HSBC, Isle of Man Bank, Lloyds Bank, Nationwide Building Society, Natwest, Santander, TSB, Ulster Bank, and Yorkshire Bank.

RBS customers are able to register to receive payments through Paym. They will be able to use Paym to send payments later in 2015.   

To receive payments through Paym you will need to register with your bank or building society. You can link through to their registration page from the How to register section. 

How do I send payments using Paym?

To make a payment, you need to log in to your bank or building society’s app as you would normally. Then instead of entering someone’s current account number and sort code, you can either select the contact you wish to pay or manually enter their mobile number.

Every time you send money through Paym, you get to verify the name of the recipient, so you can check you’re sending money to the right person. Once you’re happy, press send and you’ll receive confirmation straight away that your payment has been sent.

How do I receive payments using Paym?

Before you can receive payments through Paym, you need to register your mobile number with your bank, building society or payment provider and nominate the account you want to link it to.

Your friends will then be able to pay directly into your account using just your mobile number, even if they are with a different participating provider. When someone has transferred money to you, it will appear in your account, even if your mobile is switched off.

How do I register for Paym?

You can register for Paym with any of the 17 banks and building societies that offer the service.

It is not possible to register or de-register directly through the paym.co.uk website - and we will never contact you to request you update your details. You should contact your bank or building society directly for any queries regarding registering, deregistering or updating your details for the service. 

How do I change my Paym registration from one provider to another?

You can change which account your mobile number is registered to at any time. If your mobile number is already registered for Paym with another participating bank, building society or payment provider, you should contact them first to de-register. 

If you are unsure which organisation your mobile number is registered with, contact the bank, building society or payment provider you want to change to and they will be able to help you.

Can I use Paym if I don’t have a smartphone?

You don’t need a smartphone to receive payments but you will still need to register your mobile number.

Some banks or building societies may also offer the option to send payments without a smartphone. To find out, check with your bank or building society.

Will Paym ever request I update my details via email/ text message?

No. Paym will never contact you to ask you to update your details. Paym registration and de-activation is managed directly by your bank or building society. 

You should be wary of scams involving fraudsters sending emails and/ or text messages (also known as SMS) at random, claiming to come from a reputable organisation such as your bank, mobile phone company or Paym. This type of fraud is known as ‘phishing’ (for emails) or ‘smishing’ (for text messages). 

Phishing/ smishing messages try to trick you into clicking on a link to a bogus website or calling a phone number, usually by claiming you need to “verify” or “update” your details or “reactivate” an account. The criminal will then attempt to get you to disclose personal or financial information, such as a username, password or sort code or account number which they will use for their own fraudulent purposes. Often the messages will attempt to alarm you, claiming that you need to act urgently or face serious consequences. 

If you think you might have followed a link in an email/ SMS and visited a phishing site and provided your bank account details, contact your bank immediately.

More information is available from Action Fraud, the UK’s national reporting centre for fraud and internet crime where you should report fraud if you have been scammed, defrauded or experienced cyber crime:

actionfraud.police.uk

Is Paym safe and secure?

Yes. The service has been developed by the participating UK banks and building societies to meet with their high security levels.

Is my personal information safe?

Yes, your details are held securely, and are fully protected by data protection laws. The only information stored is the details needed to send or receive payments.

What happens if my mobile is lost or stolen?

It isn’t possible to send a payment using Paym without your app’s password or security code, but you should still contact your bank or building society immediately to report a lost or stolen phone.

Your bank or building society will be able to suspend the service and reset your security settings.

You get the same legal protection with Paym that is already applied to your other current account, online and mobile payment services. You are covered providing you don't act fraudulently or without reasonable care.

Where can I get more information about fraud?

More information on protecting yourself from fraud is available from Financial Fraud Action UK, the organisation that leads the collective fight against financial fraud on behalf of the UK payments industry: 

financialfraudaction.org.uk

Action Fraud is the UK’s national reporting centre for fraud and internet crime where you should report fraud if you have been scammed, defrauded or experienced cyber crime:

actionfraud.police.uk 

Is there a limit to the amount I can send?

You can send up to £250 a day, although you may be offered a higher daily limit. Certain restrictions may also apply if you’re under 18.

Your bank or building society will be able to provide further details.

What happens if I accidentally send a payment to the wrong mobile number?

Every time you send money using Paym, you get the chance to verify the name of the recipient before confirming the payment, so you can check you’re sending money to the right place.

However if you do accidentally send money to the wrong person, your bank or building society will be able to advise how they can help to try and recover the payment.

How much will it cost to send a mobile payment?

At the present time participating banks and building societies are not charging for the use of the Paym service. It is however important to check the terms and conditions from your bank or building society and to contact them directly if you would like to know more. Please note that all your usual banking, internet and mobile data charges will continue to apply.

Can I use Paym to make payments in shops?

At the moment Paym can only be used for payments between individuals. For example, you could use Paym to pay a friend back or pay an individual such as a tradesman or babysitter for their services.

Can I use Paym to accept payments into my business account?

You should contact your participating bank or building society to check if they offer Paym registrations for business accounts. Click here to find out more on those offering Paym. 

Can I register with more than one of the participating banks or building societies?

You can only link one current account to your mobile number in order to receive payments.

However you can send money from any of your current accounts, providing they’re with one of the participating banks or building societies.

Can I use Paym to send money abroad?

Paym can only be used to pay into UK current accounts. If you need to send money abroad, speak to your bank or building society about an alternative method.

 

Can more than one mobile number be registered to a joint account?

Yes, you can register more than one mobile number to a joint account. Contact your bank or building society for further details.

How do I de-register from the service?

You can de-register from the service at any time by contacting the provider you registered with. To change your registration from one provider to another, you need to de-register through the bank or building society you have signed up with and then re-register with the bank or building society you would like to move to.

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