If you have made a pay transfer to a closed bank account, you will first need to speak with the bank that runs that closed bank account.

If that bank has confirmed they have not received your transferred funds, please raise a ticket with the Customer Support Team and include the below:

1. Your employee ID number (on your payslips or your employer can confirm this for you)

2. The date for the pay transfer you are missing

3. The amount for the pay transfer you are missing

4. The bank account and sort code numbers that you were expecting these funds to go to

5. The outcome of that bank's investigation

Do not make any transactions while your Stream app shows an incorrect bank account. Any funds sent to incorrect account details may not be recoverable.

Please ensure that your bank account information is corrected as soon as possible, see How Do I Change My Banking Details?