There are a few reasons your funds may have bounced back to your bank account, and we appreciate that this can be frustrating. The main causes of funds bouncing are:
- Starling Bank, our service partner, could not positively identify the source of the funds from the information in the electronic transfer. In many cases, the bank sending the funds may not use your full name in the electronic transfer process. In other cases, for example, if you are sending funds from a joint account, only the name of your partner will show up in the transfer. Both of these scenarios can lead to your funds being returned automatically. To remedy this, you can send in a photo or scan of a bank statement (dated in the last three months) to our Customer Services team, and we can share this with Starling Bank so they are able to verify your name.
- Starling Bank may not accept the bank account you are transferring from for incoming transfers.