What should I do if I'm missing a payment?

For Faster Payments, we need to wait two hours after the payment was sent to check if it has been returned automatically to the sender. For BACS payments we need to wait three business days.
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If these timescales have passed and the payment still hasn't been received, please contact us via the 'get help' section of your Mettle app.
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For us to look into a payment, we'll need to know the following information:
- The payment amount
- Whether it was an incoming or outgoing payment
- Payment date
- Payment reference
- Details of the sender if the payment was made into your account