If you are ever notified that your account is in negative, there is a simple reason why this might be the case.
If your account balance has been paid out to you in full, and you need to process a refund to a customer - our payment partner will debt your account to cover the funds, hence putting you into a negative balance.
If you receive these communications, we recommend to search through recent refunds to find one for the same amount. If you need help, the Instant team is here to look into it further. Please email all comms to firstname.lastname@example.org so we can assist you.