A top-up is usually reversed because of an issue with your bank account, or because we needed extra checks on the transfer and couldn’t reach you. Check the reasons below before you try again.
Common reasons
Check the transaction details: Review your transaction history in your banking app to confirm the reversal reason and check for any additional notes provided.
Check for issues with your bank account: Ensure that your bank account is active, has no restrictions in place, and that there are no issues that could have caused the reversal.
Check for Carwow communication: Some transactions need additional checks. When this happens, the Carwow Wallet team will contact you. If we can’t reach you, the transaction will be reversed. Check your email and spam folders, and if you find a message from us, reply to the Carwow Wallet team before you try the transfer again.
Contact the Carwow Wallet team: If you still can’t tell why the transaction was reversed, contact us and we’ll investigate and tell you the next steps.
Need further assistance?
If you have questions or need help, the Carwow Wallet team is available via your preferred channel:
Webform: Submit a support request
Phone: 020 4586 4000 (Select Option 3)
Email: wallet@carwow.co.uk