Unable to issue reimbursement

Unable to add bank details

You won't be able to add your bank details for reimbursement if:

• The reimbursement amount is over 2,000 GBP or 2,000 EUR (per reimbursement)
• Your company setup requires an admin/bookkeeper to issue reimbursements on your behalf

In these cases, please contact your admin to request the reimbursement.

If this is not the case, reinstall the Pleo app and try it again. If you are still getting an error message, please contact our support team.

BIC or IBAN gives an error

1. Check there aren't any typos, including an y extra spaces before/after the IBAN or BIC 
2. Confirm the bank account is from a supported country
   • Bank transfer reimbursements are only available for employees with bank accounts in the supported countries listed below:
     • AT, BE, BG, HR, CY, CZ, DK, EE, FI, FO, FR, DE, GR, GG, HU, IS, IE, IT, JE, LV, LI, LT, LU, MT, NL, NO, PL, PT, RO, SK, SI, ES, SE, GB (UK)
   • If your bank account is not from one of the supported countries, please contact your admin to request alternate methods of reimbursement
3. Confirm the bank account is your personal account
4. Check the BIC/IBAN format - our system may expect the BIC in a specific format:
   • 8-character BIC: Add "XXX" at the end of the BIC
   • 11-character BIC:
     • Replace the last 3 characters with "XXX" 
     • Try removing the last 3 characters
5. Check if your BIC is branch-specific, Pleo may need the main bank BIC not the branch BIC

If you’re still seeing an error, please contact your admin to request the reimbursement.

Unable to find your IBAN 

Your IBAN (International Bank Account Number) helps banks to identify accounts held anywhere in the world, so international payments can be processed. Your IBAN can be found:

• In your mobile banking app or through your bank's online portal (usually displayed alongside your account number).
• On your bank statement (usually listed in the top right-hand corner of the first page, just below your sort code and account number).
• Alternatively contact your bank directly

Reimbursement payout failed (bank rejection)

Sometimes a reimbursement is issued, but the payout fails afterwards because the bank rejects the transfer.

If you’re an employee (receiving a reimbursement)

A payout can fail if:

• Your bank details were entered with a typo (IBAN/local account number, and BIC if required)
• Your bank account is closed, frozen, or restricted
• Your bank rejects the transfer due to internal checks

How to fix it

1. Double-check your bank details for typos (copy from your bank’s app/online banking if possible)
2. If using IBAN/BIC, follow the BIC or IBAN gives an error section
3. If everything looks correct, contact your bank to ask why the transfer was rejected
4. Once your details are updated or confirmed, contact your admin to reissue the reimbursement

If you’re an admin (issuing a reimbursement)

A payout can fail if the employee’s bank rejects the transfer.

What to check

1. Ask the employee to confirm:
   • Their bank details (IBAN or local account number, and BIC if required)
   • It is a personal account and the name matches the name in Pleo
   • That the account is active and able to receive incoming transfers
2. If IBAN/BIC was used, ask them to follow the BIC or IBAN gives an error section
3. If everything is correct, the employee should contact their bank to confirm the rejection reason
4. Once resolved or updated, you can reissue the reimbursement

Does Pleo check my bank account before paying a reimbursement?

Yes. When you add your bank account for reimbursements for the first time, Pleo checks that the account-holder name matches the name registered at the receiving bank. This name check is called Confirmation of Payee (CoP) for UK bank accounts and Verification of Payee (VoP) for EEA (euro) accounts, and it helps make sure your reimbursement reaches the right account.

• Reimbursements can only be paid to a personal bank account in the employee's name and not a business or company account.
• The check runs automatically and usually takes a minute or two.
• If the name doesn't match, you'll be asked to review the bank details before the reimbursement can be paid.

Unable to settle individual reimbursements

If cash was withdrawn or an expense was marked as personal, you will not be able to settle individual reimbursements. If this is not the case:

1. Clear cache and cookies
2. Log out and log back in
3. Try in a different browser
4. Try again later

If you are still unable to settle the reimbursement, contact our support team. It can be helpful to include the following information: 

• Your role (employee, admin etc.)
• Reimbursement amount
• Country which the bank account resides
• Whether you're using IBAN/BIC or local bank details