A transfer can't be changed after it's submitted. To fix a detail such as the recipient's name, cancel the transfer (if it's still eligible) and send a new one.
Cancellation is final. A cancelled transfer can't be reinstated. The sender starts a new transfer.
Is there a cancellation window?
There isn't one window for every transfer. Whether a transfer can still be cancelled depends on the payout network, the delivery method, and whether the regulatory hold is still running:
| Network | Delivery method | Can be cancelled |
|---|---|---|
| Mastercard | All methods | While the regulatory hold is still active and the transfer hasn't been released |
| Visa | Bank account | While held, or while the payout is still pending at Visa (if enabled for your organization) |
| Visa | Push to card | While the regulatory hold is still active |
| Visa | Mobile wallet | While the payout is still pending at Visa |
| Visa | Cash pickup | Not supported |
| Cash pickup on other networks | Open a Cancellation Request and we'll confirm |
Instant payouts can't be cancelled, because there's no hold to cancel inside. Transfers from business senders don't have the regulatory hold.
How to cancel
- In the portal: users with the Admin or Finance role can cancel an eligible transfer from the transfer detail. The Support role can't cancel.
- If the portal can't cancel it and the transfer isn't Complete yet, open a Cancellation Request ticket. We may still be able to cancel it.
- A reason is always required.
What comes back
- On Visa and Mastercard transfers, the funds come back to the source account, with no cancellation fee.
- We return funds to your institution and let you know. Returning the money to the sender is your step, so a sender who hasn't seen their money back is usually waiting on their own institution.
If a cancellation shows an error
If the payout network doesn't respond, the request isn't lost. It's retried automatically. The sender may see an error even though the cancellation later succeeds, so check the transfer's current status before trying again.