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.

Bank account linking

1. Optional 2FA

   If 2FA is enabled, users must first complete two-factor authentication before linking a bank account

   
2. Enter bank details and account holder name

   

   User enters their bank details (sort code, account number)

3. CoP verification

   Axle performs Confirmation of Payee (CoP) verification

4. Review result

   

   User reviews the verification result

5. Confirm setup

   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 failure codes 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