Paym

FAQs

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Is it safe?

Yes. Sending money via Paym uses the same secure system as Online Banking and Phone Banking. Your account number will never be displayed to the sender, all they see is your name.


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Is there a charge?

No. Paym is a free service.

Please be aware that you might be charged to access the App by your network provider as you need to be connected to the internet to use it. And as always, these charges may vary if you use your mobile to access Paym abroad. 

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How do I know if someone has sent me a payment?

You’ll receive a text message when you’ve received money via Paym. You can then log on to our App or Online Banking for more info.


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Can I use Paym with first direct if I've registered for other services, such as Barclays Pingit, Pay Your Contacts or Pay2Mobile?

Yes. You can send money from your 1st Account with Paym even if you’ve already registered with other, similar services.

If you want to receive money via Paym into your 1st Account, you’ll need to deregister your mobile number from Paym with your other provider before registering with us.

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What if my mobile number is already registered to receive payments using Paym with another bank or building society?

To receive money using Paym into your 1st Account, you’ll need to deregister your mobile number from Paym with your other provider before registering with us.

You can send money with Paym from any of your 1st Accounts, even if you’re registered to receive money via Paym into an account held with another bank or building society. 


If you need more info, please give our digital support team a call on 03 456 100 234.

Available from 7am to 11pm, Monday to Friday, or 8am to 11pm on weekends.

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Can I use the Paym service with a joint account?

Yes, you can both register to receive money via Paym into a joint 1st Account with different mobile numbers.

Either of you can send money using Paym from a joint 1st Account if you’re authorised to.

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What will you use my mobile number for?

When you register, your mobile number will be linked to your chosen 1st Account so you can receive money using Paym.

It’ll also be used to text you when you’ve received money via Paym.


Please note we won't update the number you register for Paym in the contact details we hold for you.

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Why have you texted me an activation code during registration?

To verify the number you entered is correct and actually belongs to you.


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What if I haven't received an activation code?

The text message with your activation code will normally arrive within a few minutes. But sometimes factors outside of our control can affect delivery - like network and signal issues.

If you haven't received your activation code message after 10 minutes, you might have entered your phone number in wrong. Please try again ensuring it's the right number. If you still don't receive it, please give us a call on 03 456 100 234* and we'll help.

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How can I change or amend my Paym details?

By logging on to Online Banking, selecting 'Paym' and then 'Settings' from the left hand menu. Or you can do this in the Mobile App anytime by selecting 'Paym Settings'.


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What if I don’t want to receive money using Paym anymore?

You can deregister from Paym at any time by logging on to Online Banking, selecting 'Payments & transfers' from the left hand menu then 'Paym' and 'Change settings'. Or you can do this in the Mobile App anytime by selecting 'Paym Settings'.


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Why am I being asked for a security code?

If you select a function or service that requires an additional level of security, then we'll ask you to generate a security code using your Secure Key.

Secure Key is a two-factor authentication device that will help protect you from Online Banking fraud.


If you need help with your Secure Key device, please call us anytime on 03 456 100 100.

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How much money can I send using Paym?

You can send from £1 up to the daily limit you’ve set, or up to the maximum limit set by us. 


You can view, increase or decrease your limit on Online Banking by selecting 'Payments & transfers' from the left hand menu then 'Paym' and 'Change settings'.

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Will you access the information in my phone book?

We’ll only do this when you select a contact to send money to.


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What if I send money to the wrong mobile telephone number?

There’s no way of stopping money that has been sent via Paym.

When sending money via Paym, we check the mobile number is registered for Paym and show you the account name linked to it, so it’s important you check these details carefully.


If you've sent money to an incorrect number please call us anytime as soon as possible on 03 456 100 100.

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