Workflow
Users can:- View their current balance and transaction history
- Link a UK bank account for withdrawals
- Withdraw their rewards balance
View current balance and transaction history
hide_transactions parameter when generating the payments portal URL - see Integration.
Bank account linking
Optional 2FA
If 2FA is enabled, users must first complete two-factor authentication before linking a bank account
Enter bank details and account holder name
Confirmation of Payee (CoP)
CoP is a UK banking verification service that checks the provided name against the bank’s records. Match States:| State | Description | User Action |
|---|---|---|
| Full Match | Name matches bank records exactly | Proceed with confidence |
| Partial Match | Name partially matches (e.g., nickname vs full name) | User can confirm if correct |
| Mismatch | Name does not match bank records | User should verify details |
| Unavailable | Bank doesn’t support CoP verification | User can proceed at own risk |
Withdrawals
How withdrawals work
- User clicks “Withdraw” in the payments portal
- Axle initiates a bank transfer to the linked account
- Funds typically arrive within 1-2 business days
- Transaction appears in user’s history as a withdrawal
Withdrawal restrictions
- Minimum threshold: Typically £10 (configurable per organisation)
- Cooldown period: Some organisations require a waiting period before the first withdrawal (configurable)
Payment failures
Payments can fail or be returned for various reasons—incorrect account details, closed accounts, or bank-specific restrictions. See Stripe’s documentation on payout failures for a full breakdown of failure reasons. When a payment fails or is returned:- The withdrawal transaction is reversed (balance restored)
- The bank account is archived (user must re-link)
- User receives an email with a link to update their bank details
- The retry link expires after 48 hours