IOS

How long will a payment take to reach my credit card or someone else's account?
The funds should normally reach the payee's account on the same day.

Why has my payment not reached a payee?
Please check that the money has left your account and hasn't been returned as this can happen if there has been a problem making the payment.

For further assistance please call us on 0345 366 7004 or +44 2381 244182 from outside the UK.

How much can I send using Pay Someone New?
With Pay Someone New you can send a maximum of £250 in a single payment. The sum of all such payments cannot exceed £250 in a working day and you can make up to five payments in the same period. Over any four working day period you can send a maximum of £1,000 or 20 payments. Once you reach these limits you will be not be able to make any more payments for 24 hours.

How long will a Pay Someone New payment take to arrive in the payee's account?
The payee's account should be credited instantly however this can take up to two hours.

How do I identify a Pay Someone New payment on my statement?
You'll see the narrative 'VIA MOBILE - LVP' on your statement as well as other information regarding the payment.

How do I make a payment to an account that doesn't accept Faster Payments?
All UK banks and building societies should be set up for Faster Payments soon. In the meantime, we recommend you ask the payee if they accept other kinds of payments, such as:

• Debit card
• Credit card (excluding other credit cards or loans)
• Cheque
• Direct Debit

If you can't pay by card or Direct Debit, you may be able to pay by CHAPS electronic payment instead. CHAPS payments are processed straight away, though there will normally be a charge for this payment. This can be arranged through your branch.

Need further help?
Refer to natwestinternational.com/mobile

How does Pay Your Contacts work?
To send a payment, simply choose a contact or type in a mobile number, then enter a message and the amount you want to send.

If the person you are paying has the NatWest, NatWest International, Isle of Man Bank, RBS or Ulster Bank Northern Ireland Mobile Banking app or has registered their account to receive money via Paym, their account should be credited instantly however this can take up to two hours.

Daily withdrawal limits apply.

Who can receive money using Pay Your Contacts?
You can send money to anyone who uses the NatWest, NatWest International, Isle of Man Bank, RBS or Ulster Bank Northern Ireland Mobile Banking app or to anyone registered for Paym.

How much can I send using Pay Your Contacts?
With Pay Your Contacts you can send a minimum of £0.01 and a maximum of £250 in a single payment. The sum of all such payments cannot exceed £250 in a working day and you can make up to five payments in the same period. There are also limits covering the total amount and number of payments made over a four working day period.

Pay Your Contacts payment limits are independent of daily ATM withdrawal and Get Cash limits.

Do I get charged for using Pay Your Contacts?
NatWest International does not charge you for using the app or receiving text messages. However, standard network charges may apply. Please refer to your network provider for their charges.

What account do I receive Pay Your Contacts payments into?
If you are registered to use the Bank’s mobile app as well as Paym, the payment will be made to one of your accounts linked to your app.If you are not registered to use the Bank’s mobile app but you are registered for Paym, the payment will be made to the account you have registered for Paym.

I've paid someone via Pay Your Contacts. How do I track progress?
If the person you are paying has the NatWest, NatWest International, Isle of Man Bank, RBS or Ulster Bank Northern Ireland Mobile Banking app or has registered their account to receive money via Paym, their account should be credited instantly however this can take up to two hours.

Why has my payment not been received?
Please check that the money has left your account and hasn't been returned as this can happen if there has been a problem making the payment.

If the person you are paying has the NatWest, NatWest International, Isle of Man Bank, RBS or Ulster Bank Northern Ireland Mobile Banking app or has registered their account to receive money via Paym, their account should be credited instantly however this can take up to two hours.

If this doesn't resolve your query, please call us on 0345 366 7004 or +44 2381 244182 from outside the UK.

Need further help?
Refer to natwestinternational.com/mobile

Which account will my Get Cash withdrawal come from?
Get Cash withdrawals will be taken from the most appropriate account, most likely your current account, as long as funds are available. To change the account you would like to use for Get Cash withdrawals please call us or visit your local branch. To use Get Cash you need to have at least £10 available to withdraw from your account including any overdraft facility.

How much can I request to withdraw from my account using Get Cash?
You can request a cash code for an amount from £10 up to a maximum of £130 provided you have the funds available in your account (including any overdraft) and you are within your daily withdrawal limit. You can use this service up to twice a day to withdraw a combined maximum total of £130 a day, however you can only have one cash code at any one time. The app will not allow you to request Get Cash if you have reached the daily cash withdrawal limit for your debit card in any given day.

How do I change the amount of Get Cash that I have selected?
You have an option to cancel your existing cash code and request a new one for a different amount.

Which cash machines can I use my cash code to withdraw my cash from?
In addition to NatWest, NatWest International, Isle of Man Bank, RBS and Tesco cash machines, your cash code can be used at Ulster Bank Northern Ireland and EasyCash cash machines in Northern Ireland.

When I go to a cash machine to withdraw my Get Cash amount, why do I follow prompts for Emergency Cash?
Emergency Cash is a similar service to Get Cash that allows you to withdraw cash from your account without using your debit card.

How will I know that the cash code I sent via text has been used?
After your cash code has been used, your account balance will be updated to reflect the Get Cash amount that has been withdrawn. You can also check your statement for an update on credits and debits to your account.

At the cash machine, the person that you sent your cash code to will be provided with a withdrawal receipt that shows the amount of cash withdrawn. To protect your account information your balance is not shown.

What happens if my money is not dispensed at the cash machine?
If, after entering a valid cash code and amount, your money is not dispensed at the cash machine your account will not be debited. In this instance, please try using your cash code at an alternative cash machine before it expires.

Why can I not select Get Cash from within my app?
It may be that your accounts do not support Get Cash or there has been a problem and Get Cash has been made temporarily unavailable.

Need further help?
Refer to natwestinternational.com/mobile

What is Paym?
Paym is a service offered by a number of banks and building societies, which allows money to be sent simply using the mobile number of your contacts rather than the need for their account number and sort code.

How do I register for Paym?
To register to receive money via Paym, please follow these steps to link your bank account to your mobile number:

• Make sure you have the latest version of the Mobile Banking app
• Go to the main menu in the Mobile Banking app
• Select 'Paym' and follow the onscreen instructions

How old do I have to be to register for Paym?
Paym is available to customers who are aged 11 or over.

Will I be charged for using the Paym service?
Paym is a free service however please be aware that you may be charged by your network provider as you do need to be connected to the internet to access the Mobile app.

Why can't I see my account in the Paym registration screen?
You can only see accounts that are eligible for Paym registration.

If your account is not visible and you believe it should be, please call us on 0345 366 7004 or +44 2381 244182 from outside the UK.

I have tried to register for Paym however I receive the message 'number is registered with another bank'. Why?
If you are seeing the 'number is registered with another bank' message this means your mobile number is registered for the Paym service with another bank.

You must cancel the registration with your other bank before you can register your mobile number for Paym with NatWest International.

If you are not aware of an existing registration please call us on 0345 366 7004 or +44 2381 244182 from outside the UK.

I have a joint account. Can we both register for Paym on the same account?
Yes, if you have a joint personal account both parties can register for Paym providing you register with different mobile numbers.

How will my information be used for Paym?
When you register for the Paym service we will provide your full name, mobile number, account number and sort code to the Mobile Payments Service Company, who operate the Paym service. This information will be used by them and the banks or building societies who also participate in the Paym scheme. Your name will also be displayed to other Paym users when they are making a payment to you using Paym. (this includes customers of NatWest International and any other bank or building society that participates in the Paym service however only if they already know your mobile number)

Can I pay someone using Paym?
Yes, you can pay someone using Paym via Pay Your Contacts.

How do I cancel my Paym registration?
You can cancel or delete your Paym registration by selecting the option to 'Cancel Paym Service' within Paym on your Mobile app.

I'm trying to view my Paym registration details however I'm receiving the error message 'Sorry, your Paym registration has been suspended' message. What does this mean?
If you are receiving a 'Sorry, your Paym registration has been suspended' message when you try to view your Paym registration details, it means that you will not be able to receive payments into your account through Paym. To unsuspend your Paym registration please call us on 0345 366 7004 or +44 2381 244182 from outside the UK.

Need further help?
Refer to natwestinternational.com/mobile

Is the Mobile Banking app secure?
Security is at the heart of our service. The service can only be accessed from your mobile device using your passcode.

We regularly test update and validate our security model to ensure we maintain a banking grade level of security. We also use recognised and independent security experts to validate the security of Mobile Banking.

Do I get charged for using the service?
NatWest International does not charge you for using the app or receiving text messages, however standard network charges may apply. Please refer to your network provider for their charges.

How do I set up and manage text alerts?
You can set up and manage text alerts by using the app (select the 'More' menu and 'Manage account alerts), Online Banking, visiting a local branch or by calling Telephone Banking.

Need further help?
Refer to natwestinternational.com/mobile

What should I do if I notice suspicious transactions on my account?
If you suspect that you've been the victim of fraud or you notice any suspicious transactions on your NatWest International account, you can report this to us by telephoning 01534 282850 or +44 1534 282850 from outside the UK or by contacting one of our branches.

What action do NatWest International take if we note suspicious activity on your account?
As part of our fraud prevention measures, you may receive an automated call from us asking you to confirm details about a particular transaction. Please note that we will never ask for your full password or any sensitive account information, including card reader codes.

If we are unable to reach you then we may leave a message or send a letter to your registered address advising what you need to do to contact us. It is important that you get in contact with us as soon as possible as we may have placed a temporary stop on your card to protect your account, until we can speak to you and verify the transactions.

You can contact us by telephoning 01534 282850 or +44 1534 282850 from outside the UK or calling the telephone number on the back of your card.

Need further help?
Refer to natwestinternational.com/mobile

Why does the app require access to my phones location, call service and contacts etc?
To enable some features in the Mobile app to work, it needs to access the phones location, call service and contacts etc. For instance, when using Pay Your Contacts, the app needs to have access to your contacts so you can choose the number straight away, and send money. Alternatively, you will need to type a number every time you want to make a payment. In another instance, if you use Near Me to locate a branch or cash machine near you, the app will ask you to allow access to your phone location, so it can give you accurate results.

You can contact us by telephoning 01534 282850 or +44 1534 282850 from outside the UK or calling the telephone number on the back of your card.

Need further help?
Refer to natwestinternational.com/mobile