How to Reverse Payment on FNB App: A Clear Step-by-Step Guide

We’ve all been there – you’re moving money around, paying bills, and whoops! You accidentally send cash to the wrong person or account. It’s an easy mistake to make, but that doesn’t make it any less frustrating, right?

Well, fear not, because FNB’s got your back with their slick app feature that lets you reverse those erroneous payments. Yup, you can basically hit the undo button and make sure your money ends up where it’s supposed to.

Now, I know what you’re thinking – “But how do I actually do that, bro?” Don’t sweat it, I’m about to break it all the way down for you.

See, FNB is one of the biggest banks in South Africa, and their app game is strong. With just a few taps, you can manage all your accounts and transactions right from your phone. Smooth, right?

And when it comes to reversing a payment, the app’s got a dedicated feature for that. But before you go tapping away, you gotta know the right steps and requirements. Mess it up, and your money might end up in limbo.

That’s why I’m here to give you the full rundown on exactly how to execute that payment reversal properly. We’re talking a step-by-step guide, so you can undo those mistakes with ease and get your cash flowing to the right place again.

Trust me, once you know the ins and outs of this feature, you’ll be reversing payments like a boss. No more stressing over misdirected funds – just a few taps, and boom, everything’s sorted. That’s the power of the FNB app, baby!

How to Reverse Payment on FNB App

Understanding Payment Reversals

Types of Reversible Transactions

Payment reversals are procedures initiated to return funds to the original sender’s bank account after a transaction. In the context of the FNB App, there are two primary types of reversible transactions:

  1. EFT Payments: Electronic Fund Transfers (EFT) are digital transactions made between bank accounts. Once processed and credited to the recipient’s account, they can be reversed by following the Payment Reversal process.
  2. Ewallet Transactions: Ewallet reversals involve withdrawing funds on the FNB App using a mobile wallet. These transactions can also be reversed in certain situations by following specific guidelines.

Common Reasons for Reversals

There are several reasons why a payment reversal might be necessary:

  1. Incorrect recipient details: It is not uncommon for users to mistakenly enter the wrong account number or recipient details when making a transaction. In such cases, a payment reversal can help recover the funds sent to the wrong account.
  2. Duplicate transactions: If a user accidentally submits a payment more than once, they may need to reverse the duplicate transaction to recover the extra funds.
  3. Authorisation issues: In some cases, a reversal may be necessary if the transaction occurred without the cardholder’s consent or authorisation.
  4. Processing errors: Technical issues might also cause incorrect transactions or inaccurate amounts to be sent. In such situations, a payment reversal can correct the error and ensure that the correct amount is transferred.

While FNB allows for payment reversals, there are a few important factors to consider:

  • A reversal attempt is charged per transaction, and this fee is non-refundable.
  • Reversals can only be attempted within 30 calendar days from the date of the payment.
  • The reversal process can take up to 5 working days, particularly if the recipient’s bank is a major bank.
  • Reversals cannot be executed without the recipient’s explicit authorisation.

Familiarising oneself with these aspects of payment reversals ensures smoother and more efficient transactions while using the FNB App.

Pre-Requisites for Reversal on FNB App

Eligibility Criteria

Before attempting to reverse a payment using the FNB app, certain conditions must be fulfilled by the account holder. Firstly, it is essential that a valid reason, such as fraud or error, supports the reversal request. The account holder must also be able to provide evidence of the payment in question, including details of the transaction and the recipient. It is important to note that reversals can only be processed if the recipient’s account is within FNB; any transactions involving external bank accounts might not be eligible for reversal using the app.

Necessary Documentation

The account holder must provide specific documentation to facilitate the reversal process. This documentation includes the following:

  • Payment Reversal Request Form: This form, available for download on FNB’s official website, must be completed in full and signed by the account holder or mandated representative. It requires details such as the account holder’s name, account number, transaction amount, transaction date, as well as the recipient’s account information.

  • Proof of Payment: The account holder should provide a copy of the original proof of payment, highlighting the transaction to be reversed. This might be a bank statement or payment confirmation screenshot obtained from the FNB app.

Once the necessary documentation has been prepared, it must be submitted to FNB via email (email details can be found in the search results provided). FNB will then review the request and, if approved, process the payment reversal. The account holder will receive an automated response and reference number for tracking the progress of their request.

Remember that reversing payments is a sensitive process as it involves the movement of funds between accounts. It is vital for the account holder to provide accurate and complete information to ensure a smooth reversal process.

Step-by-Step Reversal Process

Locating the Transaction

Before initiating a reversal, locate the transaction you wish to reverse in your FNB account. Log in to the FNB app, and navigate to the payment transactions section. Browse through the list of transactions, identifying the specific payment you accidentally made. Take note of relevant details, such as the recipient, amount, date, and reference number for the transaction.

Initiating the Reversal

Once you have identified the transaction, follow these steps to initiate the reversal:

  1. Download the Payment Reversal Request Form from the FNB website or click here
  2. Fill in all the required details, including:
    • Your account information
    • Transaction details (including the recipient and reference number)
    • Reason for the reversal request
  3. Sign the form as the account holder or mandated representative.
  4. Email the completed form to [email protected] or Fax to 011 699 0885 for recalls and reversals.

Confirmation of Process

After submitting the request, you will receive an automated response containing a reference number for the reversal request. FNB will then proceed to obtain authority from the recipient’s account holder before processing the reversal. This is to ensure that the funds can be legitimately reclaimed from the recipient’s account.

Keep track of the reference number for future correspondence with FNB regarding the status of your payment reversal. Remember, although FNB will attempt to reverse an EFT payment, it may not always be possible. Therefore, it is crucial to exercise caution and double-check details when making online transactions.

Handling Special Cases

Reversing Large Amounts (Over R5 Million)

In some instances, you might need to reverse a payment involving a significant amount of money, such as over R5 million. For these cases, it is important to contact FNB as soon as possible. It may be helpful to provide relevant supporting documents and communicate the urgency of the situation. FNB will likely have a specialised team to handle large-scale reversals and investigate any potential fraudulent activity.

Recovering Funds from Public Recipients

If the payment was made to a public recipient, such as a utility provider or retail store like Edgars, the process of reversing the payment might be different. To initiate a reversal for these types of transactions, first, contact the recipient organisation to notify them of the mistake. They may be able to assist you by providing a refund or verifying whether the payment can be reversed through the FNB app. If the organisation is uncooperative, you can then reach out to FNB to discuss further options.

Reversals Involving Unknown Accounts

In cases where the payment has been made to an unknown or suspected fraudulent account, it is critical to act fast. Contact FNB immediately and provide them with as much information as possible regarding the transaction and the account details involved. FNB may be able to halt the transaction or work with the recipient’s bank to recover the funds.

Remember, for any reversal request, it is essential to have:

  • Transaction details: date, amount, and recipient information
  • Reason for reversal: accidental payment, fraudulent activity, etc.

By closely following these steps, you can handle special cases and enhance your chances of successfully reversing payments using the FNB app.

Fees and Charges

When reversing a payment using the FNB app, it is essential to be aware of the fees and charges involved. While the app offers a convenient method for reversing payments, various fees may apply depending on the type of transaction and reasons for the reversal.

Transaction Fees: Reversing a payment may incur a transaction fee, as it is essentially an additional transaction conducted on the account. FNB may charge you for this service based on their current pricing guide. It is advisable to check the latest rates and fees for banking services on the FNB website.

Indemnity: If the transaction being reversed is due to an error or mistake caused by the account holder, FNB may require the account holder to provide an indemnity. This is a legal agreement that protects the bank against any potential losses or claims resulting from the reversal process. The indemnity may come in the form of a signed document or a clause that the account holder agrees to upon initiating the reversal.

To better understand the fees associated with payment reversals on the FNB app, consider the following example:

  • Transaction fee: £2.00
  • Indemnity (if applicable): Varies depending on the specific situation.

In this example, the overall cost of reversing a payment would be a £2.00 transaction fee. Additional charges may apply if indemnity is required.

It is recommended to familiarise yourself with FNB’s terms and conditions related to payment reversals to avoid any surprises or misunderstandings. Always ensure that you confirm any fees and charges before proceeding with a payment reversal on the FNB app.

FNB’s Reversal Policies and Protections

Fraud Protection Measures

FNB takes fraud protection seriously and provides safeguards to ensure the security of their customers’ financial transactions. Customers need to be prompt in identifying fraudulent transactions and immediately report them to FNB support. Once a fraudulent transaction is reported, FNB investigates the issue diligently and works on a timely resolution.

In cases where customers mistakenly make an EFT payment, FNB allows reversal attempts within 30 calendar days from the date the payment was made. However, reversal success is not guaranteed and depends on obtaining authorisation from the recipient. It’s important to note that a fee is charged per reversal attempt, regardless of the outcome.

Client Support and Recourse

FNB provides comprehensive client support management to assist customers in reversing payments. To initiate a reversal, customers need to follow the process below:

  1. Download and complete the Payment Reversal Request Form from FNB’s website or access it through the FNB app.
  2. Email the form to FNB support at [email protected] or fax it to 011 699 0885 for recalls and reversals.
  3. Await a response from FNB support regarding the success or failure of the reversal attempt.

Keep in mind that reversals are not possible if the “Pay & Clear Now” service type was selected when processing the payment. Additionally, it’s essential to maintain open communication with FNB support for updates on your reversal request or to report any further fraudulent activity on your account. This ensures that FNB can provide the best possible assistance and resolution for your financial concerns.

Limitations and Special Considerations

Time Restrictions on Reversals

Reversing a payment on the FNB app is subject to certain time restrictions. It is important to note that reversals can only be attempted within 30 calendar days from the date the payment was made. After this period, the transaction can no longer be reversed through the app. If you need to reverse a payment outside this window, it may be necessary to contact FNB customer support for further assistance.

Reversals Impact on eBucks and Rewards

When a payment is reversed, it may impact the eBucks and rewards associated with the original transaction. This is especially relevant for transactions involving credit cards, as eBucks and rewards earned through card usage may be recalculated and adjusted based on the reversal.

  • eBucks: When a payment is reversed, it could lead to the reduction in the eBucks earned on the transaction. FNB may update the eBucks balance to reflect this change, which may impact the overall eBucks accumulation and the customer’s reward tier.

  • Credit Card Rewards: Similarly, rewards tied to credit card usage might be affected when a payment is reversed. It is important for customers to be aware that reversing a transaction may result in a change to their reward benefits.

In summary, FNB app users must consider the time restrictions for reversing payments and the potential impact on eBucks and credit card rewards when deciding to reverse a transaction. It is crucial to weigh the benefits and consequences before proceeding with a payment reversal.

Alternative Reversal Channels

Using Online Banking

An alternative method to reverse a payment with FNB is using Online Banking. This option allows customers to manage transactions directly from their computer or mobile device. To initiate a payment reversal, users should log into their FNB online banking account and locate the transaction in question. Once the transaction has been identified, they can follow the necessary steps to request a payment reversal.

However, some transactions may require additional steps, such as providing supporting documents. In such cases, customers are advised to gather the relevant documentation before proceeding with the request.

Contacting Recalls and Reversals Department

Another option to reverse a payment is by reaching out to FNB’s Client Support Management – Recalls and Reversals Department. To contact the department, customers can send an email to the designated address, or fax the necessary paperwork to the provided number. It’s essential to include all relevant information regarding the transaction, such as the transaction date, amount, and account details.

Here is a brief breakdown of the contact information and required steps:

  • Fax: 011 699 0885
  1. Download and complete the Payment Reversal Request Form.
  2. Attach any required supporting documents.
  3. Email or fax the completed form and documents to the Recalls and Reversals Department.

It’s essential to note that not all transactions can be reversed. If a transaction is ineligible for a reversal, customers are advised to explore other alternatives, such as contacting the recipient directly.

In summary, there are two primary ways to reverse a payment with FNB: online banking or contacting the Recalls and Reversals Department directly. Remember to provide the necessary supporting documents and ensure the transaction is eligible for reversal before proceeding.


In this article, we have explored the process of reversing a payment through the FNB app. The payment reversal process is a valuable feature that allows users to correct accidental transactions and regain control of their finances.

To begin the process, users should first complete a Payment Reversal Request Form. This form serves as a necessary step to initiate the reversal. Alongside this form, a waiver and indemnity form may be required, depending on the specific situation and transaction being reversed.

For a seamless and efficient experience, it is crucial for users to provide accurate and complete information in these forms. Moreover, users may need to grant proper authorisation to enable the reversal of the transaction.

Once the forms have been completed and submitted, the FNB support team will review the request. They will provide the necessary assistance and, if approved, will reverse the transaction. It’s essential for users to remain patient during this process, as it may take some time to complete, depending on the complexity and specifics of the transaction.

In conclusion, the FNB app offers a user-friendly and efficient way to reverse transactions. By following the steps and providing the necessary documentation, users can confidently rectify accidental or incorrect payments, ensuring their personal financial well-being.

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