Nationwide statement over ‘additional checks’ for these payments | Personal Finance | Finance

Nationwide Building Society has issued an update about additional checks for certain payments. The update comes after a string of customers reported an issue when trying to make payments.

Several members contacted the provider over social media as they were facing unusual extra checks when trying to make payments. Many people said they were impacted by this on Friday, May 1.

One person said they had a regular payment set up to go out of their account every month to an existing payee. Yet on this occasion they were asked to use their card reader to confirm the payment.

Customer confusion

They asked Nationwide: “It never asks me to use a card reader for existing payee. I have never had a card reader. What is going on? Is this a temporary glitch?”

Another person asked for help as they were having an issue receiving a payment from their ex husband. They said their previous partner had sent a similar payment “many times before” yet this time, he was requested to call up with a reference number to confirm the payment.

Another customer voiced their frustration to have to use their card reader for a payment. They fumed: “Do you think everyone goes about their day with a Nationwide card reader in their back pocket just in case? Utterly shambolic company.”

Nationwide said in response to several of the customer social media posts flagging up the issue: “You may be asked to provide additional approval for outbound faster payments at the moment (even if you’re sending money to someone you have transacted with before).”

Nationwide statement

The building society was asked for an update on the payment issue. A Nationwide spokesperson said: “For a period of time on Friday [May 1], some customers were asked to provide additional approval when making outbound faster payments, such as using fingerprint or face recognition or a card reader.

“The Nationwide app and our internet bank continued to work normally throughout. Customers can see all completed payments by logging into either and viewing their statements. If a customer has an issue making a payment they can contact us by phone or visit their local branch.”

Faster payments are amounts that are process using the Faster Payments Service. Guidance on the Nationwide website explains: “This includes most single payments you send online (through our app, internet bank or open banking) or in branch, whether immediately or in the future. It also includes if you send money to another account you have with another provider.”

Bonus payments from Nationwide

In more positive news for Nationwide members, customers will soon find out if they will get another payment through the Fairer Share scheme. This bonus cash scheme is where the mutual distributes it profits among its loyal members.

There have been three rounds of payments through the scheme in each of the past three years, with £100 paid out each time to millions of members. To qualify last year, you needed to have a combination of a qualifying current account plus either a savings account or a mortgage with the group.

Asked previously for an update on whethere there would be a 2026 payment, a Nationwide spokesperson said: “Nationwide’s Board will decide on a Fairer Share payment for 2026 and it will depend on our financial performance. That assessment will be made after our financial year end, with the eligibility criteria for this year being agreed then too.

“The decision will be announced as part of our full year results in May.”