Help Center

Frequently Asked Questions

Can’t find the answer you’re looking for? Reach out to our customer support team via email on help@blackthorn.finance

How can I share my account details?

Using the Mobile App:

  • On the “Home” page, click on View Details

  • You will be able to see your Account number, Sort code, IBAN and SWIFT/BIC depending on the available currencies on your account

  • Click on the Share or Copy icon

Using the Web Portal:

  • Once you are logged in click See all accounts

  • The account details (account number, sort code, IBAN and SWIFT/BIC depending on the available currencies on your account) are displayed below each account name for you to copy or share.

How to create a Currency Account (with IBAN)?

Using the Mobile App:

  • Once you log in, click on Create a new currency account

  • In Account name enter the name you would like to give to the account

  • Click on the currency and you will see the list of the currencies available, choose the one you need

  • Click Create Account

  • You will see confirmation that the account has been successfully created

In App you are able to create only one Multi-currency account for each individual currency, it’s not possible to have multiple account for the same currency.

Using the Web Portal:

  • Once you log in, click on Accounts tab

  • Click on New Account

  • Select a name (you can choose the name of your account to make it easier to find it)

  • Select country and account currency - please note that the country is based on our IBAN and not your location

  • Click Create Account

Once you click on Create Account, the account is not created instantly, we will need to review it, once this has been reviewed you will receive an email confirming that your account has been activated.

Once your new account has been activated you will be able to see the details on the Web Portal, if you already have other accounts, you can view the whole list under Account tab.

Under each Account you will be able to see BIC and IBAN details.

How to add funds on your Blackthorn Account if you are a new user

Using the Mobile App:

  • On the “Home” page, click on View Details

  • You will be able to see your account number, sort code, IBAN and SWIFT/BIC depending on the available currencies on your account

  • Use those details to add funds on your Blackthorn Account

Using the Web Portal:

  • Once you are logged in click See all accounts

  • You will see the account details (account number, sort code, IBAN and SWIFT/BIC depending on the available currencies on your account) below each account name

  • Use those details to add funds on your Blackthorn Account

The function Add Funds is for card top ups which will be available in the future.

Why has an incoming payment not arrived in my account?

Your funds are credited to your account as soon as it's received from the correspondent bank.

If your incoming payment has not arrived yet to your account, and it’s taking longer than 24 hours on business days for UK local transfers and 1-4 business days for SEPA and International transfers (SWIFT), please contact the Support Team via our Intercom Live Chat or email at help@blackthorn.finance providing the following information:

  • The proof of payment from the account you made the payment from, this should show:

    • Amount and currency

    • Date and time of the transfer

    • Transaction ID or UETR number (it would be an alphanumeric code such as 1a111a11-11a1-1aa1-1111-1111a1111111)

or

  • You can request the paying institution or remitting bank to trace the payment with the Transaction ID or UETR (Unique End-to-end transaction reference, this is a string of 36 unique characters). They'll be able to see the transactional details between your bank, the corresponding bank into which funds are being deposited, as well as identify the wire transfer's current location

I need a copy of your SSI instructions

If you have a SWIFT Account, this should have been sent in your welcome pack.

If you require a SWIFT Account or us to resend the details, please contact the Support Team via our Intercom Live Chat or email at help@blackthorn.finance .

What are the different payment options?

We offer the following payment options, depending on the account you have, where you are sending the funds, the currency and the amount you are transacting. We will always endeavour to pick the fastest and most cost-effective route.

We utilise the following options:

  • BACS

  • Faster Payments

  • SWIFT

  • SEPA

  • CHAPS

Can I schedule payments?

Using the Mobile App:

You cannot currently schedule payments on the Mobile App.

Using the Web Portal:

  • Log in to the Web Portal

  • Click on Payments & Transfers

  • When you fill in the details to complete a transfer, you have the ability (at the end of the form) to schedule the payment by checking the box Schedule Payment.

  • Choose date and time

  • Click Continue

Individual accounts are currently linked to the platform you are signing up with, this means that if you signed up/logged in via the App you can only access through the App, same for Web portal.

How long does it take for a transfer to be credited in my account?

Your funds are credited to your account as soon as it's received from the correspondent bank.

Usually, UK local transfers are instant or can take up to 24 hours on business days or by the end of the next business day for transfers made at the weekend and bank holidays.

SEPA and International transfers (SWIFT) aren’t instant and can take 1-4 business days to arrive.

The time frame for a transfer to arrive depends on the destination, time zones and different banking procedures, this is something we have no control over.

Some banks may also route the money via an intermediary bank if there is no direct relationship between your bank and the destination bank. This can also make the process slower.

If your transfer has taken longer than expected, please contact our Customer Support Team via our Intercom Live Chat or email at help@blackthorn.finance proving the proof of payment, please check this FAQ for more information.

How do I get a confirmation of my transaction?

After making a transaction, you can download the proof of payment:

Using the Mobile App:

  • You can download it by going in History

  • Click on the transaction you want the proof of, a pop-up will open with the transaction details

  • Click on Receipt to get or share the transaction’s details

Using the Web Portal:

  • You can download it from your Payments & Transfers activities in your “Dashboard”

  • Click on the transaction you want the proof of, a pop-up will open with the transaction details

  • At the bottom of this pop-up, you can download the proof of payment (or you can copy the transaction ID)

Please note: we only share the End-to-End ID showing that the payment was delivered to the beneficiary. The End-to-End reference provided is the UETR. This is the Unique End Transaction Reference that represents the MT103 universally. If needed, you can present this to the beneficiary and they can use it to identify the payment. From Nov 2022 all SWIFT participants will be on ISO 20022 using XML2 messages (https://www.swift.com/standards/iso-20022). Blackthorn is already using ISO20022, we are not on a FIN messaging system.

How do I generate a monthly statement?

Using the Mobile App:

You will receive a notification on the last day of the month that your statement is available for you on your App, currently you cannot download a custom statement on the Mobile App.

Using the Web Portal:

  • Log in to the Web Portal and click on Payments & Transfers

  • Select All accounts or the account you want to create the statement for

  • Click the Sort by date icon (the calendar icon on the right side) and select a date range

  • Click the Save or print icon (the download icon on the right side) and choose between:

    • Save as XSL (for Excel)

    • Save as PDF

    • Print

Individual accounts are currently linked to the platform you are signing up with, this means that if you signed up/logged in via the App you can only access through the App, same for Web portal.

Blackthorn Finance Ltd is an authorised payment institution and regulated by the Financial Conduct Authority (FRN 927408) under the Payment Services Regulations 2017 (PSRs). Blackthorn Finance Ltd is registered in England and Wales under number 10024682. Blackthorn Pay Inc. is registered in Canada under the number BC1334854 and regulated by MSB under the number M22784529. Blackthorn Finance Ltd is a partner of Swipe International Ltd. Swipe International Ltd is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (FRN 931540). 

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