End-User FAQs

Support & Troubleshooting

• Is TrueLayer a retailer bank?
• How do I raise a complaint?
• How do I clear cache and cookies?

Payment & Account Linking Issues

• How to get the Holder Code for Intesa San Paolo?
• I'm a YNAB user and can't connect to TrueLayer, why?
• Can I connect my Starling GBP and Euro accounts at the same time?
• I don't recognise a payment that has left my account. What should I do?
• How can I request a refund for a payment?

Data Privacy & Security

• Why can't TrueLayer delete my details?
• How do I make a GDPR request?
• [Starling] Do I need to share my data when initiating a payment?
• How can I revoke TrueLayer's access to my data / stop payments?

Variable Recurring Payments (VRP)

• What is a Variable Recurring Payment (VRP)?
• How do I set up a VRP mandate?
• How can I view my active VRP mandates?
• How can I cancel my active VRP mandates?
• Why was my instant bank transfer using VRP not sent?
• What should I do if my VRP was more than I expected?

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