> ## Documentation Index
> Fetch the complete documentation index at: https://docs.axle.energy/llms.txt
> Use this file to discover all available pages before exploring further.
# User Flow
> Deep dive into the payments portal user experience
# Workflow
Users can:
1. View their current balance and transaction history
2. Link a UK bank account for withdrawals
3. Withdraw their rewards balance
## View current balance and transaction history
Transactions can be hidden via the `hide_transactions` parameter when generating the payments portal URL - see [Integration](./integration#when-to-hide-transactions).
## Bank account linking
If 2FA is enabled, users must first complete two-factor authentication before linking a bank account
User enters their bank details (sort code, account number)
Axle performs Confirmation of Payee (CoP) verification
User reviews the verification result
User must click "Confirm" to complete setup
### 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
1. User clicks "Withdraw" in the payments portal
2. Axle initiates a bank transfer to the linked account
3. Funds typically arrive within 1-2 business days
4. 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](https://docs.stripe.com/payouts/failures) for a full breakdown of failure reasons.
When a payment fails or is returned:
1. The withdrawal transaction is reversed (balance restored)
2. The bank account is archived (user must re-link)
3. User receives an email with a link to update their bank details
4. The retry link expires after 48 hours