Is my money safe?
What happens to your money, how we protect your data, and what we would never ask you to do.
You are trusting us with money that is often on its way to someone who is waiting for it. That is a fair thing to be cautious about, so here is the actual answer rather than a reassurance.
What happens to your money
From the moment you pay
- Your payment goes to our UK bank account and is used only to complete your transfer, or to refund you.
- We release it to our payout partner only once your identity checks are complete and we are satisfied the transfer is legitimate.
- If a transfer cannot be paid out, or you cancel before it is collected, we refund you - see our Cancellation and Refunds policy.
- If something goes wrong, you can complain to us and we will answer within the time limits in our Terms of Service.
How we protect your data
Technical and practical measures
- Data is encrypted in transit and at rest, including your identity documents.
- We do not take or store card details: you pay by bank transfer from your own account.
- Access to your account and your details is limited to the staff who need it, and every access is logged.
- Two-factor authentication is available and we recommend turning it on.
What we will never ask you to do
This list is worth memorising, because every fraud attempt we see uses one of these.
A genuine request never involves
- Asking for your password. Nobody at QuestPay needs it, and no legitimate process requires you to type it in response to a message.
- Asking for a one-time code sent to your phone. These are for signing in and approving a payment you are making, not for giving away.
- Asking for the full card number of a saved payment method. We never need it, because we never store it.
- Asking you to move money onward. We are not a bank, and we will never ask you to send a transfer to a "holding" or "verification" account.
- Asking you to install remote access software, or to stay on the phone while you do something on your account.
What to turn on
Four settings worth changing today
- Two-factor authentication on your account.
- A unique password, not used anywhere else. See Fraud Prevention for how to build one.
- Keep your contact details and recovery details up to date, so we can reach the real you if there is a problem.
- Reviewing which devices are signed in, and signing out anything you do not recognise.
What we do when something goes wrong
If we suspect fraudulent activity on your account or a money transfer, we freeze any such transaction or your account while we investigate and confirm with you whether the activity is correct. We only restore your account once we have confirmed with you, or have resolved any identified fraudulent transactions. Any confirmed fraudulent activity will be immediately reported to the FCA.
You are responsible for keeping your account secure
We will never ask for your password or a code. If someone else gets access to your email account, they can usually use it to reset your passwords on any account that uses that email address, including your QuestPay account. Please see Fraud Prevention for tips on preventing this type of breach.