FAQs

 
The idea behind Paym is really simple – get paid straight to your bank account using just your mobile number.

We think we’ve answered most questions on our How to register and How does it work? pages, but you will find the answers to some other common questions below.
If you have already registered for Paym and have a specific query about your registration, you should contact your bank or building society directly. Paym cannot access individual customer records or payments.

Sending and receiving payments

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 much does it cost to send a payment?

At the present time participating banks and building societies are not charging personal customers 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.
More information for business customers can be found on the business FAQ page.

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.

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.

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.

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 have protection against unauthorised transactions providing you don’t act fraudulently or without reasonable care.

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

Yes, several banks and building societies now offer Paym to their business customers.
Click here to find out more about Paym for businesses.

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.

Registering for 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 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 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.

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 from 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.

Text messages

Why have you sent me a text message?

Someone used Paym to try and send you money using your mobile phone number. We are sending text messages to alert people to register for the service with their bank or building society so they can receive payments in future.

How can I be sure the text message you sent me is real?

Paym only sends the following standard message:
“Someone has tried to send you money via Paym, the UK’s mobile payment service. To learn more about Paym, contact your bank or building society. Opt-out? Reply STOP”
  • Paym will NEVER ask you to send any personal information via text message and neither will your bank.
  • Paym will also NEVER send any messages that contain a direct link to a website.
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).
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

How did you get my phone number?

If you have received a text message, it means that someone used Paym to try and pay you using your mobile number. No record of your phone number is held by Paym unless you choose to register.

I have received a text. If I register, will I receive the payment?

No, although if you register your mobile number for Paym with your bank or building society you will receive any future payments.
It is not possible to send a payment to a mobile number that has not been registered for Paym, so no money will have left the sender’s account. The sender will need to find an alternative way to make the payment.

I’m not interested in Paym. Can I opt out from receiving texts?

Yes – simply reply to the text message to 61111 with the word ‘STOP’ to opt out from receiving them.

What if I’m with a bank that doesn’t offer Paym?

You can now register for Paym with 17 banks and building societies, covering more than 95% of current accounts. If you are with a bank that doesn’t offer Paym, you can opt out from receiving texts by replying ‘STOP’ to 61111.
Paym is in talks with more banks and building societies to join the service, but you could also consider using the simple, quick and hassle-free Current Account Switch Service to move to a bank or building society that does offer Paym.

Register for Paym today Register now