If you are having difficulties depositing funds, there could be a few reasons as to why this is happening.
Deposits via bank transfer
- Did you make the deposit via the app?
We can only accept deposits via the app - If you have attempted to transfer funds from your banking app directly, this may be why you are unable to see it in your Chip account. If this was the case, please get in touch with us and we shall get this resolved for you.
To make deposits via bank transfer correctly, please head to your account and select "Add money" then "Deposit by bank transfer". You will then be guided through the process in-app.
- Has your bank flagged your deposit for fraud?
Some banks may flag multiple bank transfers for suspected fraud. If this is the case, please ask your bank to cancel the transaction and complete any required checks on your bank's side. You can then initiate another deposit through the app.
If your bank reprocesses the payment before you've had a chance to cancel it, please let us know so that we can return the funds to you.
- Have you reached your bank's deposit limit for bank transfers?
Lloyds Banking Group (Lloyds, Halifax and Bank of Scotland) and NatWest Group (RBS, NatWest and Ulster)
Please try depositing under £5,000
If this is your first bank transfer payment, please try depositing under £2,000. If not, please get in touch with us for further troubleshooting.
HSBC, First Direct, Santander, AIB UK, Danske Bank, Revolut and Starling, Nationwide, Monzo and TSB
Please try depositing under £10,000
Deposits via debit card and Apple/Google pay
- Has your debit card expired or is it close to expiry? Or have you had a new card issued and perhaps not updated the details with Chip?
If any of the above applies, you won't be able to deposit until your new debit card has been added. Please reach out to the customer service team and we can remove your old card.
- Is your bank blocking the transaction?
Sometimes larger card transactions are declined by your bank or flagged for additional checks (especially if you're new user!). Please verify this is not the case with your bank directly.
- Have you tried multiple deposits attempts today?
This could be a result of the previously mentioned issues, or a technical problem - meaning you may have made multiple failed deposit attempts in a 24 hour period. A high number of failed attempts will mean further attempts will be blocked so if you have been unsuccessful please allow 24 hours before trying again (a full 24 hours must pass, not just after midnight the following day).
- Have you been asked to verify your identity or asked for additional documentation?
You may have to provide these documents before being allowed to deposit funds with Chip. Please check your email or in-app messages to see if these are required. If you are unsure, please drop the team a message and we'll be able to tell you.
- Are you outside of the UK or using a VPN?
We are not able to accept deposits from certain countries outside of the UK, please check with the team if you are overseas. If you have a VPN (virtual private network) enabled please disable it and try again.
- None of the above?
No problem! This just means the team will have to look into the issue a bit further for you. Drop us a message with as much detail as possible to help us diagnose what's going wrong. Let us know:
• Who you bank with
• Mobile device (make and model)
• iOS or Android version
• Chip app version (we always recommend being on the latest version, however)
Screenshots and videos of the problem will also help us find a solution more quickly. Send us a message via the app by selecting "contact us" on the profile tab and we'll help you as quickly as we can.