Payments & Transactions
Profile & Accounts
Privacy & Security
Why was the payment deducted from the wrong account?
When making a Pay by Bank payment through Nello Pay as a guest, you’ll choose your bank, verify your identity, and then select from a list of your accounts—including spending, savings, joint, or children’s accounts. Be sure to select the correct account before confirming the payment.
If you’re logged into your Nello profile, you’ll see only the accounts you’ve previously added. You can add more accounts from the same or different banks. Always double-check the selected account before proceeding.
Payments are made from the account shown on the selection screen. If the wrong account is chosen, the payment will be deducted from it. For joint accounts, another account holder may have initiated the payment.
Same-day payments cannot be reversed unfortunately. For scheduled payments, you can cancel and reschedule the payment using your preferred account:
If you're still facing issues, please contact our support — we're happy to help.
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