Customer Support

Brite Payments enables customers to make secure payments directly from their bank account using Open Banking technology. Brite supports account-to-account payments and works with participating merchants and supported banks to provide a streamlined payment experience.

Simply select Brite Payments at checkout, choose your bank and the account you wish to pay from, then authenticate and authorise the payment using your bank’s security procedures. Once authorised, you will receive confirmation that the payment has been successfully initiated.

Brite Payments Limited does not charge consumers for using its payment initiation services.

Brite Payments Limited is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution.

When using Brite Payments, you authenticate directly with your bank using the security procedures provided by your bank. Brite does not have access to your online banking credentials. Payment and account information services are only provided with your explicit consent.

Brite Payments services are available through participating merchants and supported banks. Availability may vary depending on the merchant, payment product and jurisdiction.

Remove from UK customer FAQ. This information is not required for UK consumers and references group operations rather than the UK-regulated entity.

Brite Payments supports a wide range of banks. When you select Brite Payments at checkout, a list of supported banks available for your transaction will be displayed.

When you select Brite Payments at checkout, you will be shown the banks available for that particular payment journey.

Brite Payments enables customers to make payments directly from their bank account to participating merchants.

Brite Payments Limited helps facilitate the payment process. Depending on your bank’s transaction description format, “Brite” or “Brite Payments” may appear on your bank statement or transaction history.

If you see a transaction in your bank account history that you do not recognise, you can contact Brite Customer Support, through our Customer Support Form.

To help us identify the transaction, please provide the payment reference shown in your bank account transaction history (starting with “RF…”). Where available, we will use this to assist in identifying the relevant merchant.

If you need information about transactions processed using Brite Payments, please contact Customer Support.

To help us review your request, we may ask you to provide information to verify the relevant transaction.

A payment reference from a previous Brite transaction (starting with “RF…”) or your bank account number (IBAN)

We will handle your request in accordance with applicable legal, regulatory and data protection requirements.

Payments initiated using Brite Payments are typically processed quickly, often within seconds. However, actual processing and settlement times may vary depending on the participating banks and payment systems involved.In some cases, delays may occur due to bank processing times, bank holidays, maintenance periods, security checks or other operational factors.

Brite Payments Limited helps facilitate the payment initiation process, but execution and settlement may depend on your bank and the relevant payment systems.

You do not need to create an account with Brite Payments to use the service. Following successful payment initiation, confirmation is typically displayed during the checkout journey.

The merchant is responsible for providing any order confirmation or purchase receipt. If you have not received this, please check your spam folder or contact the merchant directly.

Currently, Brite Payments works with consumers’ personal bank accounts.

If you are a business owner or representative looking for solutions for making payments to and receiving payments from your customers, please visit our business pages.

You may be able to use a joint bank account where permitted by your bank and where you are authorised to access and operate the account using your own banking credentials.

Transaction limits may depend on your bank, the merchant, the payment product being used and applicable regulatory requirements. Additional verification may be required in certain circumstances.

Your bank may also apply daily, per-transaction or other account limits.

If a payment is declined, you may wish to check your bank account limits or contact your bank before attempting the payment again.

Brite Payments relies on your bank’s authentication procedures. Your bank determines the security steps required to access your account and authorise a payment.

Depending on your bank’s requirements, additional authentication methods such as a card reader, security token or other verification measures may be required before a payment can be authorised.

If the payment screen does not progress or your banking app does not open automatically, the payment may not have been initiated. You can try the following steps:

• Check your internet connection.
• Go back to the merchant’s checkout page, refresh, and try selecting Brite again to restart the payment initiation.
• If you are on a mobile device, double-check that you have the latest version of your banking app installed.
• If the issue persists on your mobile device, you can usually log in and perform the authentication in your mobile web browser instead.
• Sometimes pop-ups can be blocked on your selected web browser. Double-check that you have turned off any pop-up blocker.

If you are still having trouble, we recommend reaching out to us via our Customer Support Form to let us know you are experiencing the issue so we can investigate.

If the payment session expired before you authorised the payment with your bank, the payment was not initiated and no funds were taken from your account. You can return to the merchant’s checkout page and start a new payment journey.

If you are unsure whether a payment was successfully initiated, please first check your bank account transaction history. If no payment appears, you can return to the merchant’s checkout and initiate a new payment. If funds have left your account but you have not received confirmation from the merchant, please contact the merchant and Brite Customer Support with the payment reference shown on your bank statement.

A payment may not be successfully initiated for a number of reasons, including insufficient funds, bank authentication failures, transaction limits applied by your bank, technical issues or other security controls. If the issue continues, please contact your bank or try an alternative supported bank account.

If you do not recognise a transaction or suspect unauthorised activity, you should immediately contact your bank using the contact details provided by your bank. You may also contact Brite Customer Support and provide the payment reference associated with the transaction so that we can investigate the matter further where appropriate.

If you believe you have transferred funds to a Brite account in error, please contact Brite Customer Support as soon as possible and provide details of the payment. We will review the circumstances and advise whether recovery or return of funds is possible.

Contact us through our Customer Support Form with a copy of your receipt or proof of payment that includes:

• Your full name (as the payer),
• The sending and receiving bank account numbers (IBANs),
• Amount of the payment; and
• Date of the payment.

Once we have reviewed and confirmed the details, we will advise whether the funds can be returned and the next steps.

Brite Payments may provide services that enable participating merchants to send payouts or refunds to their customers.

Payouts and refunds are initiated by the merchant. Once the merchant has approved and initiated the transaction, funds are typically processed promptly. Actual receipt times depend on the receiving bank and relevant payment systems.

If more than 24 hours have passed and you still have not received a payout, please contact the merchant directly to confirm if the transaction has been initiated.

To request a refund, please contact the merchant from whom you purchased the goods or services.

Refunds are subject to the merchant’s refund and returns policy. Once the merchant approves and initiates the refund through Brite Payments, the funds will be processed to your bank account. Actual receipt times may vary.

Once a refund is initiated by the merchant through Brite Payments, it is typically processed promptly.

The time taken for funds to appear in your account will depend on your bank’s processing times and the relevant payment systems.

Brite cannot cancel a payout once the merchant has initiated it. If you requested a payout or refund by mistake, please contact the merchant directly, as they are best equipped to manage and arrange the return of the funds.

Brite Payments Limited processes personal data where necessary to provide its services, comply with legal and regulatory obligations, prevent fraud and financial crime, and manage customer support requests.

Further information about how we process personal data and your rights is available in our Privacy Notice.

To exercise your rights under applicable data protection legislation, please contact us using the details provided in our Privacy Notice.

Where you choose to use account information services, Brite Payments may request access to your account information.

We will only access account information with your explicit consent and for the purpose explained to you before consent is obtained.

Brite Payments Limited accesses account information securely and in accordance with applicable regulatory requirements.

The period for which account information may be accessed depends on the service being provided and the consent you have given. We will tell you the access period before consent is obtained.

For some services, access may only be needed once. For other services, access may continue for the period you have consented to, subject to applicable regulatory requirements.

Your consent will expire at the end of the relevant consent period unless renewed or withdrawn earlier.

You may withdraw your consent for Brite Payments to access your account information at any time.

You can withdraw permission by:

• Contacting your bank, for example, through your own banking app or online portal. If your bank provides an open banking or Third-Party Permissions dashboard, you can disable Brite’s access instantly.
• Clearing your browser cookies to revoke Brite’s consent to access your information.

Once your consent is withdrawn, Brite will no longer be able to access or consolidate your bank account information.

To comply with legal and regulatory obligations, including anti-money laundering requirements, Brite Payments may request information about the source of funds used for a transaction.

Where required, we will explain what information is needed and why it is being requested.

Brite offers you the ability to voluntarily self-exclude yourself from initiating payments with Brite Payments for 1, 3, 6, or 12 months, or until further notice from you.

If you no longer wish to use Brite Payments services, please contact Customer Support via the Customer Support Form and including a previous payment reference (starting with “RF… “”) from a previous transaction in your request.

The options available will depend on the specific service being used and the operational controls available.

If a restriction or blocking option is available, Customer Support will explain the process and any information required.

Any restriction or block will be managed in accordance with the process explained to you at the time.

Note: You will still be able to receive payouts and refunds sent to you from online stores and merchants via Brite if you have an active block.

For questions relating to a purchase or order, please contact the merchant directly.

For questions relating to a payment made using Brite Payments, please contact Brite Customer Support via Customer Support Form.

If you are dissatisfied with our services, you may submit a complaint using our complaints process. Details of how to make a complaint are available on our website.

Where applicable, you may have the right to refer your complaint to the Financial Ombudsman Service if you remain dissatisfied with our final response.