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 behal

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
2. Confirm where the bank account is from - bank transfer reimbursements are only available for employees with bank accounts in the supported countries listed below
3. 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

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).

Reimbursement payout failed (bank reasons)

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 steps
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)
   • 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 steps
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

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 it again