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Payment Related Queries
We made sending funds to family and friends easy.
Follow these steps:
- Tap on ‘PAY’
- Tap on “New Account”
- Select the receiver type: Personal/Business
- Enter the receiver’s account details (Sort code, account number)
- Enter the amount, reference and select the sending reason
- Enter the receiver Name & phone number (optional)
- Review your payments details and pay
You can request a payment to be cancelled if the transfer has not yet been completed. You can also request a recall after the transaction has been processed by sending us an email at [email protected] which includes your transactional details & reason for the recall. After investigation, the team will follow your request and guide you accordingly .
Most common cases for cancellation:
If the recipient account is closed, or incorrect details were used, the transfer should bounce back to your account within 5 working days for local transfers and usually within 3-5 working days for SWIFT. However, it can take more time in some cases.
Transfer sent multiple times by mistake: the easiest way to retrieve the funds is to ask the recipient to pay back the duplicated transfers.
Payment cancelled due to internal assessment of ACE: before cancellation you will be notified of the requirement(s) (If any). Once the payment is cancelled you will get funds back in your account within 2 working days.
When you set up a new recipient account in the ACE app (or amend an existing one), you will see an extra check that determines whether the name is a “match”, “partial match” or “no match” with the registered name on the account held by the receiving bank.
If the details don't match, we'll let you know before you make the payment so you can decide whether you would like to still go ahead with the payment.
If you get a “no match”, we strongly recommend you check the details of the recipient.
If the name you have been given differs from the name the receiving bank has on the account, you could be making a payment to a fraudulent account.
It is always best to confirm the details with the recipient before you make the payment. You may be liable if the payment is fraudulent, and you received a “no match” response from the Confirmation of recipient check.
Please note: You will need to choose the type of account you are paying - Personal or Business. Sole trader accounts are considered personal accounts.
- From the ACE app go to “scheduled payments”
- Go to your transaction history and tap on “see all”
- Swipe left on the scheduled payment & tap “edit or delete”.
Payment Related Queries
We made sending funds to family and friends easy.
Follow these steps:
- Tap on ‘PAY’
- Tap on “New Account”
- Select the receiver type: Personal/Business
- Enter the receiver’s account details (Sort code, account number)
- Enter the amount, reference and select the sending reason
- Enter the receiver Name & phone number (optional)
- Review your payments details and pay
You can request a payment to be cancelled if the transfer has not yet been completed. You can also request a recall after the transaction has been processed by sending us an email at [email protected] which includes your transactional details & reason for the recall. After investigation, the team will follow your request and guide you accordingly .
Most common cases for cancellation:
If the recipient account is closed, or incorrect details were used, the transfer should bounce back to your account within 5 working days for local transfers and usually within 3-5 working days for SWIFT. However, it can take more time in some cases.
Transfer sent multiple times by mistake: the easiest way to retrieve the funds is to ask the recipient to pay back the duplicated transfers.
Payment cancelled due to internal assessment of ACE: before cancellation you will be notified of the requirement(s) (If any). Once the payment is cancelled you will get funds back in your account within 2 working days.
When you set up a new recipient account in the ACE app (or amend an existing one), you will see an extra check that determines whether the name is a “match”, “partial match” or “no match” with the registered name on the account held by the receiving bank.
If the details don't match, we'll let you know before you make the payment so you can decide whether you would like to still go ahead with the payment.
If you get a “no match”, we strongly recommend you check the details of the recipient.
If the name you have been given differs from the name the receiving bank has on the account, you could be making a payment to a fraudulent account.
It is always best to confirm the details with the recipient before you make the payment. You may be liable if the payment is fraudulent, and you received a “no match” response from the Confirmation of recipient check.
Please note: You will need to choose the type of account you are paying - Personal or Business. Sole trader accounts are considered personal accounts.
- From the ACE app go to “scheduled payments”
- Go to your transaction history and tap on “see all”
- Swipe left on the scheduled payment & tap “edit or delete”.
We strive to become the most transparent, secure, fast, and cost-effective money management tool, empowering individuals to take charge of their financial lives.
We strive to become the most transparent, secure, fast, and cost-effective money management tool, empowering individuals to take charge of their financial lives.