Frequently Asked Questions for Customers

Payment links will arrive from the either business your are paying, notifications@echopay.co.uk, or 01284 664788. EchoPay will never ask for your banking password, PIN or card details. 

If you feel a link is suspicious, immediately contact the business you are paying using contact details you already have - not any in the message.

No. You log in and approve the payment in your own banking app, so we never see your login details. 

Please make sure the app for the bank you're paying from is installed on your phone. Your device's default browser also needs to be Google Chrome or Safari, as other browsers may not open the app. We are unable to provide support for payments made on other browsers.

Please click this link to download Chrome for iPhone. For an Android device, please use this link.

A few things to check before you attempt another payment would be:

1. Check your banking app is installed and up to date.
2. Check you have selected the correct bank (i.e. personal or business).
3. Check the browser that you are using has the correct permission to open apps. If you are not using Google Chrome or Safari, please do so.

You can pay from any other bank account on the list. If you don't have one, ask the business you're paying about other ways to pay. 

We're always adding new banks, so let us know which one you'd like to see through the form below.

Unfortunately, no. 

Metro Bank doesn't offer the API endpoints we need to initiate a payment from your account. Please pay from another bank account, or ask the business for another way to pay.

You do not need an account to pay. 

If you pay by card over the phone, the business may offer to save your card securely so future payments are quicker.

If you'd like to pay by card, please contact the business you are attempting to pay.

For Open Banking transactions, there is not. If you pay with a business or corporate card, the business may add a surcharge. 

No. 

Each link is single-use and the amount is set by the business, so once it's paid, it can't be paid again. 

Sometimes it can take a few minutes for the status of the payment to update to success, as this depends on the bank that you use. 

Please refresh your browser, and if this does not resolve the issue, please contact the business you are paying for confirmation that they have received the funds.

Not necessarily. Some banks never send us a final update, so the status may stay at Initiated even when the payment has gone through.

Please check your banking app to see whether the money has left your account, and contact the business you are paying to confirm they have received the funds.

Check your spam or junk folder first. If it isn't there, ask the business that sent it to check they have the right contact information for you.

The payment may not finish, or its status may not update. Before paying again, check your banking app to see whether the money has left your account.

To avoid this, pay when you have a strong signal or Wi-Fi, and not while you're on the move.

Once you've approved it in your banking app it usually goes straight away, so the business you paid would need to refund you. We can't issue refunds, so please contact them directly. 

Payment links expire after 30 days. Please contact the business you are paying, and ask them to send a new link.

Yes, a receipt will be sent to the email address or phone number the payment link was originally sent to.

The name of the business you paid will appear.

Please contact the business you are paying.