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uk Money & financial emergencies bank blocked payment • bank transfer blocked • payment stopped for fraud checks • payee details changed warning • beneficiary details changed • new payee flagged by bank • invoice bank details changed • supplier changed bank account • landlord changed bank details • builder changed bank details • suspicious payee update • confirmation of payee no match • name mismatch sort code account • bank app says payee changed • scam warning on bank transfer • invoice redirection scam • authorised push payment scam risk • payment delayed for verification

What to do if…
your bank blocks a payment because it says the payee details were recently changed

Short answer

Pause and don’t try to force the payment through. Independently verify the payee’s bank details, then contact your bank using the number on your card or your in-app support to understand what changed and what they need to safely release the payment.

Do not do these things

  • Don’t retry repeatedly or split the payment into smaller transfers to “get around” the block.
  • Don’t rely on new bank details that arrived only by email/text/WhatsApp, especially if they “recently changed”.
  • Don’t call phone numbers or click links from messages about the block—use the number on your card, statement, or your bank’s official app.
  • Don’t share one-time passcodes, card reader codes, or approve in-app prompts you didn’t initiate.
  • Don’t let anyone rush you with urgency (“pay today or you’ll lose the booking/keys/discount”) while details are changing.

What to do now

  1. Stop and capture the details. Note (or screenshot) the exact warning, the amount, the payee name, sort code/account number you tried, the reference you used, and the time/date.
  2. Assume “details changed” could mean a scam until proven otherwise. This warning often appears with invoice/redirection scams (where someone tries to divert you to a “new account”).
  3. Check whether the change happened inside your banking (not just in a message).
    • Review your payee/recipient list for anything you don’t recognise (new payees, edited payees, unusual references).
    • If your bank shows recent logins/devices, check for anything unfamiliar and tell the bank immediately if you see it.
  4. Verify the payee using a contact method you already trust.
    • Use a phone number you already had for them (old invoice/contract, official website), not the one in the “new details” message.
    • Ask them to confirm the account name as well as sort code and account number (name-checking can fail if you use a trading name or shorthand).
    • If it’s a business/supplier: ask for confirmation through an established portal/account you’ve used before.
  5. Contact your bank through a trusted route and ask exactly what changed.
    • Use in-app secure chat/phone, or call the number on the back of your card.
    • Ask: “Which payee field changed (name, sort code, account number), when did it change, and what do you need me to do to verify it?”
    • If your bank uses Confirmation of Payee, ask what result you got (match/close match/no match/unavailable) and what payee name they recommend entering.
  6. If the payee really did change details, slow the process down on purpose.
    • Get confirmation via a second channel (for example: you phone them after receiving an email, using an old number).
    • For large/high-stakes payments (rent deposits, conveyancing, big invoices), follow any extra verification steps your bank requires before sending any funds.
  7. If you must pay something time-critical, reduce damage without sending to newly changed details.
    • Contact whoever you owe using their official contact details and explain your bank is verifying changed payment details.
    • Ask for a short grace period.
    • If there’s an alternative, use only an official route you independently found (a known portal, a verified phone payment line, or another established method you’ve used before).
  8. If anything feels off, keep the block in place and treat it as suspected fraud.
    • Tell your bank you suspect an invoice redirection / APP scam and ask them to check your account for suspicious changes.
    • Change your online banking password (and any email password used for banking) and enable stronger sign-in checks if your bank offers them.
  9. If money has already left your account, act immediately.
    • Contact your bank right away and ask them to try to stop/recall the transfer (what’s possible depends on the payment type and timing).
    • Ask the bank how to make an APP scam claim (and whether reimbursement protections may apply in your circumstances).
    • Report the fraud: in England, Wales and Northern Ireland this is typically via Report Fraud/Action Fraud; in Scotland, report to Police Scotland. If it’s an emergency or someone is threatening you, call 999.

What can wait

  • You don’t need to decide today whether the payee is trustworthy or whether to escalate a complaint—first make sure you’re not sending money to the wrong place.
  • You don’t need to “fix it” by changing banks or changing every security setting at once—focus on verifying this payee and locking down your access.
  • You don’t need to argue with the payee while you’re stressed; you can simply say your bank requires verification because the details changed.

Important reassurance

This kind of block is a common anti-fraud measure and doesn’t mean you’ve done something wrong. Taking a pause here is exactly what prevents the most expensive mistakes.

Scope note

This is first-step guidance for a blocked payment where payee details appear to have changed. For property transactions or anything involving a solicitor/conveyancer, follow their secure verification process and your bank’s checks before sending any funds.

Important note

This is general information, not legal, financial, or banking advice. If you think you’re being scammed or pressured, prioritise slowing down and using trusted contact routes. If you’re unhappy with how your bank handled things, you can use the bank’s complaints process and then escalate to the Financial Ombudsman Service if needed.

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