Please ensure you are always paying from your own personal bank account.
If you've paid from someone else's account, this is the easiest way to solve the issue and send the money:
- ask the account holder to create an account with us. We will send the money from their account, once they create an order for the amount paid in.
We may be able to help you send the money from your account. You'll need to send us information about the account holder (name, date of birth, nationality, country of residence). We may also ask you to provide additional documents from the account holder to confirm the source of the funds.