I was due an automatic payment but it has not arrived
Most delays clear the same day. Here's what to check and when to contact us
If a payment you were expecting hasn't arrived yet, it doesn't usually mean there's a problem with your account. If we haven't told you about a problem, your account isn't restricted.
Payments can be delayed by normal bank processing times, a temporary system issue, or a delay with a third-party payment provider. These usually clear the same day.
What to check first
- Check your balance and Transactions in the app or online banking. See How do I check my balance?
- Check the payment was due today.
- Wait until the end of the working day, as payments can arrive later than expected.
If you're waiting for a withdrawal or loan payout to reach your bank account, see When will I receive my loan or withdrawal?
When to contact us
Contact us if:
- the payment still hasn't arrived by the next working morning
- we've sent you a text or email about a problem
Tell us the type of payment, the date it was due and the amount, so we can look into it quickly.
Send us a secure message in the app if you can log in. If you can't, call us on 0131 225 9901.