Why has my outbound payment been returned?

Team Kroo
Team Kroo
  • Updated

Every time you make a payment via the Kroo app, you’ll see the confirmation screen below.


However, if your transaction was settled you may still receive a notification stating that your payment was returned to your Kroo account. This usually happens within 3-4 days after you made the transaction and can be due to a number of different reasons. For example, if the receiving bank identified an issue with the transaction, the payee wants to return the payment or their details were incorrect.


You can find more information about why the payment was returned by tapping on the returned transaction in the app, but if you have any questions – please contact our Customer Support via the ‘Help & Support’ section of the ‘Account’ tab.

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