Kroo’s payment system operates 24/7, and most transactions will be processed immediately or within 2 hours, no matter what time of day you make them.
If your payment hasn’t arrived within 2 hours, please double-check with the sending bank that this has been successfully transferred and to the correct Kroo account details – they will be able to provide you with a Faster Payment ID to confirm the successful transfer.
Once you have it, please contact our Customer Support team in-app or send them a message at firstname.lastname@example.org so that we can look into this for you.
However, we want to make you aware of situations when things may take a little longer or when you need to give us advance notice about your payments.
We transfer payments to your current account as soon as we receive them from another payment service provider.
You can use the app to tell us to make a payment at any time and on any day of the week. Outbound transfers go through a UK-wide system called Faster Payments. You should allow up to 2 hours for the payee to receive the money, but in many circumstances, a Faster Payment will go through almost immediately. Kroo sets a limit of £10,000 for any single faster payment. Any payment above that value will require a review before processing. You may be asked to provide more information about the payment.
Direct debit payments made from your Kroo current account will normally be received by the payee on the day they are made.
Standing order payments (also called scheduled payments) made from your Kroo current account will normally be received by the payee on the day they are made.
Cancelling a direct debit.
You can cancel a standing direct debit payment at any time from within the App by going to the Scheduled payments tab on the home screen, where you can view all active direct debits.
Cancelling or amending a standing order.
You can cancel or amend a standing order at any time before the day it will leave your account:
Head to the Kroo app and open the ‘Home’ screen.
Tap the ‘Scheduled’ tab under your balance and choose the transaction to amend.
Tap ‘Edit’ in the top right corner of the screen and select ‘Edit scheduled payment’ or ‘Cancel payment’.
Card payments made at a point of sale (POS) in the UK, Isle of Man or the Channel Islands.
The payment will show on the Kroo app as soon as it has been made and the available balance in your account will reflect the amount of the payment made.
ATM withdrawals in the UK, Isle of Man or the Channel Islands.
The withdrawal will show on the Kroo app as soon as it has been made and the available balance in your account will reflect the amount of the payment made.
These can’t be done through the app and you need to contact us via the Kroo app and arrange to make such a payment. We do charge (£20) and we will remind you of this when you contact us. CHAPS payments are only needed above £1 million. CHAPs payments can only be requested during the hours of 7 am and 7:30 pm on a working day and will be carried out by members of the Kroo team.