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Paym help - frequently asked questions

about Paym
registration
payments
Paym settings

 

about Paym

What is Paym?

How does Paym work?

Is it safe to send payments using Paym?

Is there a charge to use Paym?

Who can use Paym?

What accounts can I use with the Paym service?

Do I have to register to use Paym?

How do I know if someone has sent me a payment?

Can I use Paym with first direct if I've registered for other services, such as Barclays Pingit, Pay Your Contacts or Pay2Mobile?

 

What is Paym?

Paym is a secure service that lets you send payments from your 1st Account using a mobile number instead of bank account details.

You can send payments to anyone registered for Paym using only their mobile phone number. To receive payments you need to register by linking a 1st Account to a UK mobile telephone number.

You need to be registered for our Internet Banking service and have a Secure Key or Digital Secure Key to use Paym although payments can only be sent via our Banking on the go App.

 

How does Paym work?

You can make a payment, via our Banking on the go App, to anyone registered for Paym from any of your 1st Accounts without registering.

You can receive payments via Paym by registering and linking a UK mobile phone number to the 1st Account you want payments to be sent to.

Your account number will never be displayed to the sender, all they see is your name.

 

Is it safe to send payments using Paym?

Yes. Payments via Paym use the same secure system as those made through internet and telephone banking.

 

Is there a charge to use Paym?

No. Paym is a free service provided through our Banking on the go App.

Please be aware that you may be charged to access the app by your network provider as you need to be connected to the internet to operate it.

These charges may vary if you use your mobile telephone to access Paym when abroad.

Normal account charges and interest will still apply, where applicable

 

Who can use Paym?

Anyone who has a UK mobile phone number and an eligible account with a participating bank or building society can use Paym. To use Paym with us, you'll need to be registered for our Internet Banking service and have a Secure Key or Digital Secure Key.

 

What accounts can I use with the Paym service?

You'll be able to choose which of your 1st Accounts to send a payment from each time you use Paym.

To receive payments, you'll need to register a UK mobile number and link it to the 1st Account you want payments to be sent to.

 

Do I have to register to use Paym?

You can make a payment without registering for Paym.

To receive payments, you'll need to register a UK mobile number and link it to the 1st Account you want payments to be sent to.

To use Paym, you'll also need to be registered for our Internet Banking service, have a Secure Key or Digital Secure Key and our Banking on the go App.

 

How do I know if someone has sent me a payment?

You'll receive a text message to the mobile number you have registered for Paym when you've received a payment. You can then log on to the Banking on the go App or Internet Banking for more information.

 

Can I use Paym with first direct if I've registered for other services, such as Barclays Pingit, Pay Your Contacts or Pay2Mobile?

You can send payments from your 1st Account via Paym even if you've already registered with other services.

If you want to receive payments into your 1st Account via Paym, you'll need to deregister your mobile number from Paym with your other provider before registering with us.

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registration

How do I know what my linked account is?

Can I link more than one account to a mobile telephone number?

Can I use the Paym service with a joint account?

What will you use my mobile number for?

What if my mobile number is already registered to receive payments using Paym with another bank or building society?

Why is an activation code sent by text message during registration?

What if I haven't received an activation code?

How can I change or amend my Paym details?

What if I don't want to receive payments using Paym anymore?

Why am I being asked for a security code?

 

How do I know what my linked account is?

You can view or change your linked account by selecting 'Payments & transfers' from the left hand menu then 'Paym' and 'Change settings'.

Or you can view or change your linked account any time in the 'Settings' menu of our Banking on the go App by selecting 'Paym Settings'.

 

Can I link more than one account to a mobile telephone number?

You can only register one 1st Account to a UK mobile number to receive payments via Paym but you can change this in the 'Settings' menu of our Banking on the go App at any time.

If your mobile number is already registered to recieve Paym payments with another bank or building society, you'll need to deregister it with them before registering with us.

 

Can I use the Paym service with a joint account?

Yes. You can both register to receive Paym payments into a joint 1st Account with different mobile numbers.

Either of you can send a payment from a joint 1st Account if you're authorised to.

 

What will you use my mobile number for?

When you register, your mobile number will be linked to your chosen 1st Account so you can receive payments using Paym.

It will also be used to inform you by text message when you receive a payment.

Please note we won't update the number you register for Paym in the contact details we hold for you.

 

What if my mobile number is already registered to receive payments using Paym with another bank or building society?

To receive payments via Paym into your 1st Account, you'll need to deregister your mobile number from Paym with the other bank or building society before registering with us.

You can make payments via Paym from any of your 1st Accounts even if you've registered to receive Paym payments into an account held with another bank or building society.

 

Why is an activation code sent by text message during registration?

This is to verify that the number you have entered is correct and in your possession.

 

What if I haven't received an activation code?

The text message containing your activation code will normally arrive within a few minutes. However, there may be occasions where factors outside our control can affect delivery. These can include network and signal issues.

If you haven't received your activation code message after 10 minutes, please try again ensuring you are entering the correct mobile number. If you still don't receive it, please give us a call on 03 456 100 100 and we'll be happy to help.

 

How can I change or amend my Paym details?

You can view or change your details via Internet Banking by selecting 'Payments & transfers' from the left hand menu then 'Paym' and 'Change settings'.

Or you can view or change your details, including decreasing your limit, at any time in the 'Settings' menu of our Banking on the go App by selecting 'Paym Settings'.

 

What if I don't want to receive payments using Paym anymore?

You can de-register from Paym at any time via Internet Banking by selecting 'Payments & transfers' from the left hand menu then 'Paym' and 'De-register Paym'.

Or using the Banking on the go App, you can deregister from Paym at any time in the 'Settings' menu by selecting 'Paym Settings' then 'Deregister From Paym'.

 

Why am I being asked for a security code?

If you select a function or service that requires an additional level of security, then we will ask you to generate a security code using your Secure Key device.

Secure Key is a two-factor authentication device that will help protect you from internet banking fraud. Devices like these are commonly being used for secure transactions all round the world. With this technology you can enjoy far more secure online banking services.

If you need help with your Secure Key device, please call us on 03 456 100 234.

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payments

How do I make a payment using Paym?

How much money can I send using Paym?

Can I pay someone who is not registered for Paym?

Do you access the information in my phone book?

When making a payment, why is a reference required?

How will payments using Paym show on my statement?

What if I send money to the wrong mobile telephone number?

 

How do I make a payment using Paym?

Select Paym from our Banking on the go App main menu. Then choose an account to pay from and a number to send the payment to, either from your contacts list or you can enter one manually. Finally, input the amount you want to send and any reference you want to add.

 

How much money can I send using Paym?

You can send payments from £1 up to a daily limit you can set or up to the maximum limit set by us.

You can view, increase or decrease your daily limit via Internet Banking, by selecting 'Payments & transfers' from the left hand menu then 'Paym' and 'Change settings'.

Or you can view or decrease your daily limit any time in the 'Settings' menu of our Banking on the go App by selecting 'Paym Settings'.

View payment limit

 

Can I pay someone who is not registered for Paym?

No. You can't send a payment to someone whose mobile number is not registered for Paym. If they want to register they need to check if their bank or building society offer the Paym service.

 

Do you access the information in my phone book?

The only time your phone book is used is when you select a contact to send a payment to.

 

When making a payment, why is a reference required?

You need to include a reference with your payment as these can be useful to help you and the person receiving it identify why it was sent eg 'payment for lunch'.

 

How will payments using Paym show on my statement?

Payments you make using Paym will show on your statement as PYM so you can easily spot them.

 

What if I send money to the wrong mobile telephone number?

There is no way of stopping payments you make using Paym once you have confirmed them.

When sending a payment, we check the mobile number is registered for Paym and show you the account name linked to it so it's important you check these details carefully.

If you have sent money to an incorrect number please call us as soon as possible on 03 456 100 100.

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Paym settings

When will changes made to settings become effective?

What payment limit can I set?

Why is an activation code sent by text message when I change my mobile telephone number?

What if I haven't received an activation code?

What does deregister mean?

 

When will changes made to settings become effective?

Any details you change will be effective immediately.

 

What payment limit can I set?

You can set your maximum daily payment limit up to the amounts shown on Internet Banking or on our Banking on the go App.

You can view, increase or decrease your limit via Internet Banking, by selecting 'Payments & transfers' from the left hand menu then 'Paym' and 'Change settings'.

You can view or decrease your limit via our Banking on the go App in the 'Settings' menu by selecting 'Paym Settings'.

 

Why is an activation code sent by text message when I change my mobile telephone number?

This is to verify that the number you have entered is correct and in your possession.

 

What if I haven't received an activation code?

The text message containing your activation code will normally arrive within a few minutes. However, there may be occasions where factors outside our control can affect delivery. These can include network and signal issues.

If you haven't received your activation code message after 10 minutes, please try again ensuring you are entering the correct mobile number. If you still don't receive it, please give us a call on 03 456 100 100 and we'll be happy to help.

 

What does deregister mean?

If you deregister, your account and mobile number will no longer be linked and you won't be able to receive payments using Paym although you'll still be able to send payments.

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