Overview

Frequently asked questions

About Paym

Paym lets you send and receive money securely between friends and family using just a mobile phone number. No account numbers, no sort codes – and they don’t even need to bank with Nationwide. Just as long as you're both registered to use the service.

To receive payments, you'll need to sign up using a Nationwide current account and link it to your mobile phone number. 

Anyone who holds a UK mobile telephone number, is aged 16 and over and has a current account can use Paym, if their bank or building society offers this service. The person receiving the payment must also be registered to use the Paym service.

Paym is a completely free service – but your mobile phone network provider might charge you for going online and accessing the app, and these charges may vary if you're abroad.  

You can use our Mobile Banking to send Paym payments on the following devices:

  • Apple® iPhones® with an operating system of iOS 6.0 or higher
  • Android™ phones with operating system v2.3 or higher

You can receive a Paym payment on any type of mobile phone –  you just need to sign up on the Internet Bank and register your mobile number. 

Nationwide's Paym terms and conditions can be found here.

They'll be displayed in the 'Transaction Type' column and will show as a Paym payment. Details of who you paid, or who paid you, will also appear – plus any reference added to the transaction.

Signing up for Paym

First log in to the Internet Bank. Select 'Move Money', then choose the Paym option for more information and to sign up. 

You'll need your mobile number when you register, plus your card reader in case additional security checks are needed.  

After signing up, you'll need the latest version of the Mobile Banking app – available from the App Store℠ or Google Play™.

You'll need to enter your mobile phone number and choose which Nationwide current account you'd like Paym payments to go into.


At the end of the sign-up process, we'll text you a unique code to check the mobile phone is in your possession and that it's the right number. You'll then need to follow a few final steps on the Internet Bank to complete the process. 

You can start using the service by downloading our Mobile Banking app, then selecting the Paym option under 'Move Money'. 

You'll need to deregister your mobile number from their Paym service first, then sign up again through our Internet Bank. 

Yes, but bear in mind that the maximum daily amount you can send via Paym is £250, and this limit will be shared by both account holders.

You can only register one current account to a single UK mobile phone number to receive a Paym payment. If your mobile number is already registered with Paym via another bank or building society, you'll need to de-register that first – then sign up again with Nationwide. 

Yes, you'll need to provide your mobile phone number and tell us which Nationwide account you'd like any Paym payments to go into.

To sign up for Paym, you must be registered for internet banking too. To send and receive payments, you'll also need the latest version of our Mobile Banking app, which is available for free on the App Store℠ and Google Play™.

No, it must be a UK mobile number starting with 07 or +447.

Confirmation codes and text messages

We'll text you a confirmation code to check the phone is in your possession, and that we have the right number for you. As soon as you receive it, you'll be able to finish signing up for Paym on the Internet Bank.  

Your confirmation code should arrive within a few minutes, but it might be delayed if your mobile phone signal is disrupted. 

If you haven't received it within 10 minutes, please go to the Internet Bank and ask for another code to be sent to you. Don't forget to check you've entered the right mobile number.

If that still doesn't work, please send us a secure message or call us on 0800 30 20 11.

If that happens, just restart the sign-up process within the Internet Bank and follow the instructions.

It's just a security check to make sure the phone is in your possession, and the right mobile number is being used. As soon as the confirmation code is received, you'll need to follow the steps within the Internet Bank to complete the process.

Text messages from Nationwide can't receive replies, so any messages you send won't reach us unfortunately. 

Here's how you can get in touch.

Nationwide won't charge you for this, but please be aware that your mobile phone network provider or other third parties might impose taxes or fees. 

Sending a Paym payment

Log into your Nationwide Mobile Banking app, select 'Move Money' and choose Paym. You'll then be asked to pick someone from your mobile phone contacts list, or you can just type their number in by hand. Then enter the amount you want to send them, plus an optional reference. Lastly, you'll just need to confirm their name, number and the amount you're sending. 

You can send a Paym payment from any of your Nationwide current accounts.

A payment reference is where you add a brief description of what the payment is for. For example, if you're paying someone back for lunch or it's a birthday gift.  

No, you can choose to send money from any of your Nationwide current accounts.

You can send between £1 and £250 per day, per account. This can be one payment of £250 or lots of smaller payments. Please note, the limit is per account and not per customer, so joint account holders will share the £250 limit. 

The money will leave your account as soon as you've confirmed the payment details. The recipient will then normally receive it within 2 hours. You can send money using Paym 24 hours a day, 7 days a week. 

Yes, as long as it's within your agreed overdraft.

No, they'll need to have signed up for Paym via their bank or building society. 

Receiving a Paym payment

When you sign up for Paym, your mobile number is linked to your Nationwide current account. So whenever someone sends money to this number, you receive it. 

Just log into the Internet Bank, go to the 'Move Money' section and you'll be able to view all the details there. 

Payments should normally appear within two hours of being sent. 

There is no limit to the number of payments you can receive in any one day. 

We'll send you a text message to the number you signed up with telling you a payment has arrived. 

When signing up for Paym you can choose where you'd like incoming payments to go. You can change this any time using the 'Move Money' option in the Internet Bank. 

Amending your Paym details and deregistering

After logging into the Internet Bank, you can change the mobile number you've linked to Paym, plus the account you receive funds into. These changes should take effect within one working day.

Has your mobile contact number changed too? If so, please also update your personal details via the Internet Bank. 

If you'd like your incoming Paym payments to arrive in a different Nationwide account,  just choose the 'Move Money' option within the Internet Bank, select the new account, then tap 'Change'. That should all be updated within one working day. 

Just log onto the Internet Bank, and select 'Move Money'. Then enter your new mobile number, and select 'Change'. We'll then send a unique 6-digit code to your new number, which you'll need to type into the Internet Bank, and confirm. This change should take effect within one working day.

Has your mobile contact number changed too? If so, please also update your personal details via the Internet Bank. 

If your contact number has also changed, you'll need to tell us about this separately by logging into the Internet Bank and going to the 'Manage' tab at the top of the screen.

No, your Paym name will always need to match the name on your card.

You can do this anytime by logging onto the Internet Bank and selecting 'Move Money'. You'll then be given the option to deregister from the service. 

Yes, as soon as your Nationwide account is closed you'll no longer be able to use Paym. However, if you have another account with Nationwide, you can make that your Paym account before closing the other one, and carry on using Paym just like before. 

To switch your Paym to another account, simply log into the Internet Bank and go to 'Move Money'. Any changes you make will take effect within one working day.

Switching to Nationwide: On your switch date, your old bank or building society will deregister your mobile number from their Paym service. You'll then be able to sign up for Nationwide's Paym service via the Internet Bank.

Leaving Nationwide: On your leave date, we'll deregister your mobile number from our Paym service. You'll then be able to sign up for your new bank or building society's Paym service.

Don't worry, your Paym registration details will remain unchanged and you'll be able to send and receive money just like before.

Paym security

Your mobile number, name and bank account details (sort code, account number and card number) will be stored on the secure central Paym database with the same high level of security as all our other banking services. 

Your mobile number, name and bank account details (sort code, account number and card number) will be stored on the secure central Paym database held by the Payments Council.

Only information needed to send and receive Paym payments are shared with participating banks and building societies.

Paym is also part of our Mobile Banking app, which can only be accessed with your security passnumber.

When signing up for Paym, you'll link your mobile number to your nominated Nationwide current account for receiving payments. We'll also use it to send you a text alert whenever you receive a Paym payment. 

The only time we'll need access to your mobile contacts is when you're choosing who to send money to. We won't use the information for any other purpose, and nothing will be stored by Nationwide.

If you'd prefer not to use your mobile contacts, you can choose to type in the mobile number by hand instead.

Troubleshooting and useful information

If you report a card lost or stolen that is linked to your receiving Paym account, you'll still be able to send and receive your Paym payments.

If you received a 'we're sorry, try again later' message, please check our service status page to see if there is a known service issue that impacts the transaction you are trying to complete.

If this doesn't give you the information you need, please send us a secure message or call us on 0800 30 20 11 and we'll be happy to help.

If when signing up you receive a message to advise that your mobile number is already registered, but you know that you have not signed up to use Paym previously, please send us a secure message or call us on 0800 30 20 11 and we'll be happy to help.

Please send us a secure message or call us on 0800 30 20 11 and we'll be happy to help.

The name that is returned when making a Paym payment is the name your friend is known by to their bank or building society. If you have any concerns about who you are paying or whether the information is correct, please check with the person you are paying. If you are in any doubt do not confirm the payment.

Once a payment has been sent it is not possible to cancel it. If you think you have sent a payment to the wrong account it is important to act quickly. If you are unable to recover the funds with the recipient directly, please send us a secure message or call us on 0800 30 20 11 immediately and we'll be happy to help. 

For more information please see our payments support page.

If the recipient hasn't received the funds within two hours, please check your account to see if the funds have been returned. If the funds haven't been returned and the recipient hasn't received them, please send us a secure message or call us on 0800 30 20 11.

If you have not received your Paym payment, please check with the person who has sent you the payment to ensure they sent it to the correct contact, have completed the transfer and their account has been debited. 

For further help, please send us a secure message or call us on 0800 30 20 11.

Please send us a secure message or call us on 0800 30 20 11 immediately if there are any transactions on your account that you don't recognise.