How to request a recall of funds?

A recall is a request you send to ask the beneficiary's bank to return money you have already transferred. It is not a cancellation — the money has already left your account. The beneficiary's bank will contact the beneficiary and ask if they agree to return the funds. A recall does not guarantee you will get your money back.

If the beneficiary agrees, the funds are returned to your Qonto account. If they refuse or do not respond in time, the transfer stays with them.

When can I request a recall?

You can request a recall on an outgoing SEPA Regular or SEPA Instant transfer if:

• The transfer has already been sent and settled
• The transfer is within the recall window (13 months after the transfer date)
• You have not already submitted a recall request for this transfer

☝️ Good to know: Recalls are only available for outgoing SEPA transfers to external accounts (for transfers to a Qonto account, you will need to contact our support team). You cannot recall card payments or transfers you received. For international SWIFT transfers, contact our support team.

How can I request a recall?

1. Find your transfer and tap Cancel

Open the transaction (go to Business account > Transactions) or transfer (go to Business account > Transfers) you want to recall. Tap or click the Cancel button. Depending on the state of the transfer, one of the following will happen:

• The transfer can still be cancelled → you are taken to the standard cancel flow. The transfer has not yet been sent to the beneficiary's bank, so Qonto can stop it directly.
• The transfer has already been sent and a recall is possible → you are taken directly into the recall flow (see Step 2 below).
• The transfer cannot be cancelled yet and cannot be recalled yet → a message explains that it is too early to recall and too late to cancel. This is a short window that can occur right after the transfer is processed. Check back later.

2. Choose your reason

Select the reason that best describes why you want to recall the transfer:

• Wrong beneficiary account (you sent the money to the wrong person or the wrong IBAN)
• Wrong amount (you sent too much or too little)
• Other (you changed your mind or no longer want the transfer to go through)
• I think I've been a victim of fraud (you did not authorise this transfer)

☝️ Good to know: Fraud cases are handled differently. If you select fraud, you will be redirected to the Customer Support team. Fraud recalls require additional checks and cannot be processed automatically.

3. Review and confirm

Before your request is sent, you will see a summary screen showing:

• The beneficiary name and account
• The transfer amount and date
• The reason you selected
• A reminder that a refund is not guaranteed — the beneficiary must agree to return the funds

Review the details carefully, then click Confirm to send the recall request. If anything looks wrong, you can go back and change it.

4. Your recall request is sent

Once you confirm, Qonto sends a formal recall request to the beneficiary's bank on your behalf. You will receive a confirmation email when the recall has been sent, it might take up to 24h.

The beneficiary's bank has up to 15 business days to respond. Once this period has elapsed, you may assume that the refund has been refused.

How can I follow the status of my recall?

You can track your recall at any time directly from the transaction detail.

Where to find it:

Open the transaction for the transfer you recalled. Scroll down to the Timeline section. This is where all recall status updates appear in chronological order.

What do the statuses mean?

• Recall pending: your request will be sent to the beneficiary bank in the next 24h.
• Sent to beneficiary’s bank: the beneficiary's bank has received the request and is reviewing it with the beneficiary.
• Recall accepted: the beneficiary agreed to return the funds. The money will be credited back to your Qonto account.
• Recall rejected: the beneficiary's bank declined your request. The reasons can include: the beneficiary refused, there was no response in time, or there were insufficient funds on the beneficiary's account.

☝️ Good to know: Qonto sends you a transactional email at each key stage:

• When your recall is submitted: confirmation that the request has been sent to the beneficiary's bank.
• When your recall is accepted: confirmation that the funds are being returned.
• When your recall is rejected: explanation of the outcome and recommended next steps.

What to do if my recall is rejected?

If your recall is rejected, the funds remain with the beneficiary. Here are your options:

• Contact the beneficiary directly — this is often the fastest way to resolve a wrong payment. Explain the situation and ask them to return the funds.

What should I keep in mind?

• A recall is a request, not a guaranteed refund. The beneficiary must consent.
• You can track your recall status in real time in the Timeline on the transaction detail.
• You will receive email notifications at every stage.
• Fraud cases always go through Customer Support — they are never processed automatically.
• The recall window is up to 13 months after the transfer date.
• If a transfer is a Qonto to Qonto transfer between 2 different organizations the client will be redirected to customer service