Common challenges

My payment will not go through

• A bank transfer that will not go through is usually your bank holding it for a check. Some banks hold a first payment to a new payee, or a high-value payment, until you confirm it with them.
• Check you are paying from a UK account in your own name. We cannot accept payment from someone else's account.
• Check the amount and the payment reference match what we showed you. A payment without the reference takes longer to match to your transfer.
• If your bank asks you to confirm the payee, the name to expect is shown with our account details.

I do not understand how the exchange rate works

• The rate we apply is set when you accept the quote, and it is locked for that transfer. It does not change while the money is in flight.
• The amount you see your recipient will receive already has our fee deducted. The three numbers - rate, fee, and amount received - are all shown on the quote before you pay.
• The rate in the quote form is a reference rate, published once each business day. That is why it is dated, and why the number does not move while you are filling the form in.
• If a currency moves against you between browsing and paying, you have not lost anything - the quote you accepted is the quote that applies.

I need help sending money

• The transfer quote form will only price a corridor we support. If your currency is not in the list, we do not currently send to or receive from that country.
• You must be sending from a country we support, and your account must be verified before a transfer can be released.
• If a recipient is not offered, the payout method you have chosen may not be available for that corridor.

My transfer is taking longer than expected

• Open the transfer in your account. The status line gives the current stage and, if there is a delay, the reason for it.
• A hold is most often an identity check on the sender or the recipient. See Identity Verification.
• If you paid for your money transfer via a bank transfer, the delay could be in the sending bank. The funds have to reach us before processing starts.
• Weekends, public holidays and time outside business hours in the sending and receiving countries may delay transaction processing.
• If a transfer has been processing for longer than the timeframe shown on the transfer record, contact Support with the transfer reference.

My transfer is on hold, or I have been asked for more information

• The transfer record shows exactly what we need and why. It is always on the transfer itself, not only in the email.
• Provide any requested information in full so we can clear the hold on your transfer. This usually clears within one working day.
• If we asked for a document, upload it through the site or the app. We will never ask you to email it.
• A hold is not a refusal. It is a check, and the transfer continues once it clears.

My recipient has not received their money

• Check the status first. If it says Ready for collection, the money is at the partner and the recipient can collect it now - nothing further is needed from you.
• If it says Collected, the money was paid out. If the recipient says otherwise, they should raise it at the branch with their collection reference.
• Check the recipient has the right documents: their collection reference and a valid identity document. These are the two things a counter will ask for.
• Check the name on the transfer matches the recipient's identity document exactly. A mismatch is the most common reason a collection is refused.
• Check that the chosen payout branch location is open for normal business hours.
• Check the branch the transfer was sent to is the branch they went to. A transfer to a Harare branch cannot be collected in Bulawayo.
• If the status has not changed for a long time, contact Support with the transfer reference and we will trace it with the payout partner.

I want to cancel my transfer

• Open the transfer and select Cancel transfer. This works at any point before your recipient collects the money.
• If the status is Collected, the transfer is complete and a refund is not available. See Cancellations and Refunds for the complaint route.

I am still waiting for my refund

• Your refund goes back to the bank account you paid from. We cannot send it to a different account, or hold it as credit with us.
• We send it within one working day of the cancellation; your bank then credits it on its own timescale.
• Check the date in our cancellation email before contacting us.
• If the refund is past the timeframe shown, contact Support with the transfer reference and we will chase it.

While you wait

The status of every live transfer is on your dashboard, and it updates without a page reload. You do not need to keep checking your email.