• Tap the ‘Kroo’ tab or 'Send ↗' from the 'Home' page.

• Select the payee under ‘People’ or create a new contact.

• Enter the amount.

• Confirm the name matches (if it doesn't - a warning message will appear).

• Follow the in-app prompts to complete your payment.

Transfers made by Faster Payment are usually made instantly, but please note that it may take up to 2 hours to complete.

All financial institutions in the UK must abide by the Payment Services Directive (PSD) – this states that any payments made by mobile, internet or phone banking (including standing orders) must arrive by the end of the following business day at the latest. In case your payment has not arrived within these timeframes, please contact our Support via the in-app chat or at help@kroo.com.

Please note: To ensure our customers’ funds are secure, we may review a payment request and ask for further information before we process your payment. If you'd like us to cancel a payment in review, please get in touch with our Customer Support team.

Keep in mind that we protect payees from receiving abusive messages through payment references. This means that if you attempt to send an outbound payment including written profanities in the payment reference, the payee will receive your payment successfully, but without a reference attached.

I've made an error when sending a payment, what can I do?

Payment sent to the wrong account or if you've sent an incorrect amount

If the recipient is an existing payee and you're able to contact them - we'd recommend asking them to return the funds; this is usually the easiest and most efficient way to retrieve the funds.

However, if you don’t know the recipient or you're unable to contact them, please get in touch with our Customer Support team.

If you make a genuine mistake when sending a payment, we’ll attempt to recover the funds on your behalf.

Why haven’t I received my bank transfer?

We use the Faster Payments network to send and receive payments. This means that payments sent from most UK banks should arrive in your account instantly, but can take up to 2 hours.

If you've been sent a payment and it's been longer than 2 hours, we'd recommend contacting the sender or the sending bank so they can trace the payment for you.

If we can’t accept the payment, we’ll return the payment to the sender's bank account. It can take up to 5 working days for the payment to return to that account.

Can I send a CHAPS payment?

Please contact our Customer Support team if you'd like to send a CHAPS payment.

• CHAPS payments guarantee your funds arrive on the same day the payment is processed.

• CHAPS payments can be made for £1,000,000 and above.

• CHAPS payments incur a charge of £20.

Can I use my account for international payments?

Sending international payments isn't currently supported - but we hope to introduce this in the future.

We also don’t support receiving payments that originate from outside the UK.

Does Kroo use an intermediary bank?

An intermediary bank (also known as an agency bank) carries out services on behalf of another institution. At Kroo, we use ClearBank as our payment provider to receive and send money transfers. ClearBank also provides our sort code.

Note
The timescales shown above apply when everything is working smoothly. Like any other bank, Kroo cannot guarantee that payments systems will always be functioning. There can be times when planned maintenance needs to take place, in which case we will give you notice in advance. There may be other times when there are unforeseen outages, and these may be beyond Kroo’s control.
Individual payments can also be held up by financial crime checks that Kroo and other banks are required by law to undertake. We always try to ensure that these do not hold up payments for longer than necessary.