Updating transfer details
What can be changed after you pay, when a change is free, and when the answer is cancel and resend.
The honest summary: the sooner you ask, the more we can do. Details can be changed while a transfer is still with us, but once the money has been handed to the payout partner, the only way to change it is to cancel the transfer and send a new transfer.
Before you pay
You can change everything. While a quote is unaccepted, edit the amount, the currency, the recipient and the payout method freely and nothing is affected. Once you accept a quote the transfer amount, fees and currency exchange rates are fixed, as we lock that quote for you. Changing your quote details may alter the transfer exchange rate and fees.
After you pay, before processing starts
What we can usually change
- The recipient's name - if the transfer has not yet been released to the payout partner.
- The collection branch or city.
- The payout method, for example from cash collection to bank deposit.
- The recipient's mobile number.
Open the transfer and select Request a change. If the transfer is still with us we edit it in place. If it has already gone to the payout partner, we try to intercept it, and we tell you straight away if we cannot.
A wrong name is worth catching early
A collection is refused if the name on the transfer does not match the recipient's identity document. If you spot a typo, change it before we release the transfer - it is close to impossible to fix afterwards.
After the money has been paid out
Once a recipient has collected cash, a transfer cannot be changed. If the amount that arrived was wrong, or the fee was not what you expected, it cannot be corrected by editing the transfer. Instead, raise a complaint and we will investigate it for you. See Cancellations and Refunds.
Transfer limits
Regulatory limits and any limits set by your sending bank will cap how much you can transfer in a day or calendar month. If a new transfer or change to an existing transfer takes you over any regulatory limits, we will proactively inform you.
Changes we cannot make
To be clear about the limits
- The amount you send, once a quote is accepted. That is the agreed deal.
- The currency, once a quote is accepted.
- Anything on a transfer that has already been collected.
- Anything requested by someone other than the account holder. If you are not the person who sent the transfer, we cannot change it for you.