Can You Reverse a Payment on FNB App?
Complete guide for South African FNB customers
Last updated: October 2025
Quick Facts
- You CANNOT reverse payments directly on the FNB app
- You must complete a special form and email it to FNB
- Cost: R313 per attempt (even if it fails)
- Time limit: Must request within 30 days
- Real-Time Payments (PayShap, Pay & Clear Now) cannot be reversed
Table of Contents
⚠️ The Quick Answer
No, you cannot reverse a payment directly through the FNB app.
The FNB app does not have a “reverse payment” button. If you made a payment by mistake, you need to complete a special form and email it to FNB.
This applies to all FNB customers, whether you use the app, online banking, or any other method.
Why You Can’t Use the FNB App to Reverse Payments
Many people look for a “reverse” or “cancel” button in the FNB app. Unfortunately, this feature does not exist.
Here’s why:
- Once you confirm a payment, the money leaves your account immediately
- The money goes into the other person’s account within seconds or minutes
- To get it back, FNB must ask the recipient for permission
- This requires paperwork and cannot be done automatically through the app
This is the same at all South African banks, not just FNB.
✅ How to Request a Payment Reversal
Follow these steps carefully:
Step 1: Get the Form
Download the Payment Reversal Request Form from the FNB website:
- Go to www.fnb.co.za
- Search for “Payment Reversal Request Form”
- Download the PDF document
Step 2: Fill Out the Form Completely
You need to provide:
- Your full name and account number
- The date you made the payment
- The amount you paid
- The recipient’s account number
- The reason why you want to reverse the payment
- Your signature
Step 3: Email the Form to FNB
Send your completed form to:
fnbdigitalrecalls@fnb.co.za
Step 4: Wait for Confirmation
You should receive an automated email with a reference number within 15 minutes.
If you don’t get it: Call 087 730 2000 immediately.
What Types of Payments Can Be Reversed
FNB can attempt to reverse these payments:
- Regular EFT payments – Normal bank transfers to other accounts
- Once-off payments – Single payments you made yourself
- Payments to other people’s accounts – As long as they’re not public recipients
Important: “Attempt” means FNB will try, but they cannot force the recipient to give the money back.
🚨 What CANNOT Be Reversed
These payments are final and cannot be reversed:
| Payment Type | Why It Cannot Be Reversed |
|---|---|
| Real-Time Payments (Pay & Clear Now, PayShap) |
Money clears immediately and is final |
| Scheduled Payments | Payments set up to go off automatically |
| Public Recipients (SARS, Telkom, Edgars, Pick n Pay) |
These are companies, contact them directly |
| Investment Accounts (32-day notice accounts) |
Special account rules apply |
| Loan Accounts (Home loans, personal loans) |
Loan payments are final |
| Payments Over R5 Million | Processed internationally (SWIFT) – different process |
💡 What You Can Do Instead:
For these payments, FNB can try to help you get the recipient’s contact details (costs R313). You must then contact them yourself to ask for your money back.
💰 Costs and Timeframes
| What | Details |
|---|---|
| Reversal Fee | R313.00 (includes VAT) |
| When is the fee charged? | As soon as you submit the form |
| Refund if reversal fails? | No – You pay even if it doesn’t work |
| Time Limit to Request | Within 30 calendar days of making the payment |
| Processing Time | Up to 10 working days for FNB to attempt reversal |
⚠️ Important to Know:
- The reversal is not guaranteed
- The recipient must agree to give the money back
- If there’s no money left in their account, the reversal will fail
- You still pay the R313 fee even if it fails
🚨 If You Were Scammed or It’s Fraud
Do NOT use the payment reversal form if you were scammed!
If someone tricked you or stole your money, you must report it as fraud instead.
Call FNB Fraud Immediately:
☎️ 087 575 9444
(Available 24 hours, 7 days a week)
From outside South Africa: +27 11 369 2924
Why is fraud different?
- Fraud cases are urgent and time-sensitive
- FNB can freeze the account immediately
- You may get your money back if you act fast
- Different procedures and no R313 fee
Examples of Fraud:
- Someone pretended to be FNB and asked for your OTP
- You paid for something online but it was a fake website
- Someone promised you a loan but took your “application fee”
- You bought something that doesn’t exist (e.g., fake car, food truck)
- Someone used your phone to make payments without permission
✅ How to Avoid Payment Mistakes
Prevention is better (and cheaper) than trying to reverse a payment. Here’s how to stay safe:
1. Always Double-Check Account Numbers
- Check the account number at least twice before you press “Pay”
- Ask the person to send it to you in writing (SMS or WhatsApp)
- Read the number out loud to confirm it
2. Save Beneficiaries on the App
- If you pay someone regularly, save them as a beneficiary
- This way you don’t have to type their details every time
- Less typing = less chance of mistakes
3. Check the Bank Name
- When you type an account number, the app shows you the bank name
- Make sure it matches what the person told you
- If it’s different, stop and ask the person again
4. Start Small for New Recipients
- If it’s your first time paying someone, send R10 first
- Ask them to confirm they received it
- Then send the full amount
- This way you only lose R10 if something is wrong
5. Use FNB’s Verify Payment Service
- If someone says they paid you, verify it on FNB’s website
- Go to www.fnb.co.za and look for “Verify Payment”
- Don’t trust screenshots – they can be faked
🚨 Warning: Common Payment Reversal Scam
Be aware of this scam:
How the Scam Works:
- Someone “accidentally” pays money into your account
- They contact you and ask you to send the money back
- You send the money to them
- Later, the original payment gets reversed (it was fraudulent)
- Now you’ve lost your own money
✅ What to Do Instead:
- Never send money back directly
- Contact FNB on 087 575 1111 and report it
- Let FNB reverse the payment officially
- Wait at least 5 working days before touching the money
📞 Important FNB Contact Numbers
| For This Issue | Contact Details |
|---|---|
| Payment Reversals | fnbdigitalrecalls@fnb.co.za ☎️ 087 730 2000 |
| Fraud & Scams | ☎️ 087 575 9444 (24/7) From abroad: +27 11 369 2924 |
| General Banking | ☎️ 087 575 1111 Secure Chat on FNB App (24/7) |
| Digital Banking Help | ☎️ 087 575 9405 Mon-Fri: 08:00-19:00 Sat: 08:00-13:00 |
Your Rights as an FNB Customer
If FNB refuses to help you or you’re not happy with their service, you have rights:
1. Complain to FNB First
Call 087 575 1111 or use Secure Chat on the app
Give them 20 days to respond
2. National Financial Ombud (NFO)
If FNB doesn’t help, contact the NFO (formerly Banking Ombudsman)
☎️ 011 712 1800 (Free service)
📧 info@nfosa.co.za
They can force FNB to do the right thing
💡 Good to Know: The NFO service is completely free and they recovered over R328 million for South Africans in 2024.
Our Final Recommendations
The FNB app does not have a payment reversal feature. If you made a mistake, you must complete and email the Payment Reversal Request Form within 30 days.
Remember: reversals cost R313 and are not guaranteed. The best approach is to always double-check account numbers before you pay.
If you were scammed, don’t use the reversal form. Instead, call FNB Fraud immediately on 087 575 9444. Time is critical in fraud cases.
For Real-Time Payments (PayShap, Pay & Clear Now), there is no reversal option. These are instant and final, so be extra careful when using them.
Disclaimer: This information is provided for educational purposes and was last updated in October 2025. Financial regulations, fees, and requirements may change. Always verify current information with FNB directly before making financial decisions. The reversal fee of R313 was accurate as of October 2025 but may be subject to change.
For complaints about FNB, contact the National Financial Ombud (NFO) at 011 712 1800 or visit www.nfosa.co.za. For questions about consumer credit rights, contact the National Credit Regulator at 0860 627 627.