This article covers payments made from your Carwow Wallet to a seller or finance company. If money you added to your Wallet was reversed, see I tried adding funds to my Carwow Wallet but my transaction was reversed.
Your funds are safe. While a payment is being processed, your money is held securely by our regulated payment partner. A payment that takes a little longer than usual is normal and doesn't mean anything has gone wrong. |
How long should a payment take?
Payments are sent via the UK Faster Payments Network.
Most payments arrive within minutes, and often instantly.
Some payments can take up to 1 business day. This is normal and usually happens when:
the payment goes through a routine security check, or
the payment is made late in the evening, at the weekend or on a bank holiday. In this case, it may be processed on the next business day.
Routine security checks are a standard part of keeping payments safe for you and the seller. Most are cleared automatically, without you needing to do anything.
If it's been more than 1 business day
1. Check the payment status
Go to your Wallet transaction history and open the payment.
Pending / In progress: the payment is still being processed. No action is needed unless we contact you.
Cancelled or failed: don't worry – our team will look into it and contact you with the next steps to complete the payment.
2. Check your email (including spam)
If we need any extra information to release the payment, we'll email you. Replying promptly is the quickest way to get the payment on its way. Once we have what we need, it's usually released within 1 business day. See I've received a routine check email. What do I do next?
Common reasons for delays or cancellations
Routine security checks: we may need a little more information before releasing the payment.
Timing: payments made outside business hours may be processed on the next business day.
Stock funding: if you paid using a stock funding option, please contact your stock funder first to check whether there's an issue on their side. If they confirm everything is fine on their end, get in touch with the Carwow Wallet team.
Recipient's bank: the seller's or finance company's bank rejected the payment – for example, incorrect account details, a closed or restricted account, or a fraud check.
If your payment has failed
Our Carwow Wallet team will investigate and get in touch with instructions on how to proceed, so the payment can be completed successfully.
Important: Please wait for our team's instructions before taking any action. Don't retry the payment or pay the seller another way until we confirm what to do. This avoids paying twice. |
Completing the deal outside the Wallet?
If you've agreed to complete the payment another way, use Handle Payment Offline to clear the transaction. See Carwow Wallet: Handling Payments Offline.
If it's been more than 1 business day and you haven't heard from us, please contact the Carwow Wallet team and include the deal Registration Number or listing ID so we can help faster.
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