Troubleshooting: Pay by Bank not working

For: Anyone managing payment requests via Prommt on an account with Pay by Bank enabled.

Pay by Bank is not enabled on all Prommt accounts by default — it requires activation. If you're not seeing a Pay by Bank option anywhere on your checkout and it's not appearing in View Payments as a payment method filter, your account may not have it enabled.

Contact your Prommt Account Manager to discuss adding Pay by Bank to your account.

If your account has Pay by Bank enabled but customers aren't seeing it as a payment option, check the following:

The payment amount is below your card limit threshold If your account has a card limit configured (under Settings → General → Checkout), Pay by Bank only appears as the default or primary option for payments above that threshold. Below the threshold, card payment is presented first or exclusively. This is by design — review your card limit setting if you want Pay by Bank to appear on lower-value payments.

The customer is viewing the link on a browser where Pay by Bank is unavailable Pay by Bank works through open banking, which redirects customers to their bank's own app or online banking. Some corporate browsers or locked-down devices can block this redirect. Ask the customer to try on a personal device or standard mobile browser.

Pay by Bank has been disabled at the account level An Administrator may have toggled Pay by Bank off. Check your account settings and confirm Pay by Bank is enabled. If you're not an Administrator, ask your account Admin to check.

Pay by Bank connects to banks through an open banking infrastructure. Not every bank in every country is supported — coverage varies by region.

UK accounts: The majority of major UK high street banks are supported, including the large retail banks and most challenger banks (Monzo, Starling, etc.). Some smaller building societies and newer neobanks may not be available.

Irish accounts: Major Irish retail banks are supported. Some credit unions and smaller institutions may not be listed.

Other regions: Coverage varies. If a bank is consistently missing for your customers, contact Prommt Support — the supported bank list is updated regularly as new institutions are added.

If a customer's bank isn't available, they can pay by card instead. The card option remains available on the checkout unless your account is configured to show Pay by Bank only.

This is the most common Pay by Bank issue. The customer tapped the link, saw the checkout, selected Pay by Bank, and was redirected to their bank — but the payment didn't go through.

The customer didn't complete the approval in their banking app Pay by Bank requires the customer to actively approve the payment in their banking app or online banking — similar to approving a bank transfer. If they closed the app, timed out, or navigated away before approving, the payment won't complete. Ask the customer to try again and stay in their banking app until the confirmation screen appears.

The customer's banking app timed out Most banks impose a time limit on the authorisation window — typically a few minutes. If the customer took too long between opening the checkout and approving in their app, the session may have expired. Ask them to open the payment link again and complete the process without pausing.

The redirect to the bank failed on mobile On mobile devices, the Pay by Bank flow redirects the customer from the Prommt checkout into their banking app (if installed) or their bank's mobile browser. If the customer's banking app isn't installed, is out of date, or the redirect is blocked by their device, they may land on an error screen. Steps to try:

The bank declined the payment Some banks apply risk checks to open banking payments, particularly for first-time payees or higher amounts. If the customer's bank has blocked the payment, they'll typically see a message in their banking app explaining why. Ask them to contact their bank directly — this is a bank-side restriction, not a Prommt issue.

Pay by Bank payments settle differently to card payments — they're direct bank-to-bank transfers via Faster Payments (UK) or SEPA (Ireland/Europe). Most complete in seconds, but in some cases a payment may show as pending in Prommt for a short period.

If a Pay by Bank payment has been in a pending state for more than one business day, contact Prommt Support with the payment reference. Do not send a new payment request or mark the payment as paid externally until the status is confirmed — the original payment may still complete.

If Prommt shows the payment as Paid but the funds haven't arrived in your account, check the following:

If the payment has been showing as Paid for more than two business days and no funds have arrived, contact Prommt Support with the Transaction ID. Do not ask the customer to pay again until this is investigated — the funds may be in transit.

Unlike card payments, Pay by Bank failures don't produce a gateway response code. If a Pay by Bank attempt shows as Failed in Prommt:

In both cases, the payment link is still active — the customer can try again. If a second attempt also fails, contact Prommt Support with the payment reference so we can investigate at the open banking provider level.

When contacting support about a Pay by Bank issue, include the payment reference or Transaction ID, the date and time of the failed attempt, and the customer's bank name if known. This lets us investigate at the open banking provider level without delay.