Frequently Asked Questions

• Which countries can I make transfers to (and how long does it take)?
• How much does it cost to make a transfer?
• Is there a maximum amount I can transfer or my recipient can receive?
• Why can't I cancel my transfer?
• I forgot to attach my customer reference with my payment, what do I need to do?
• How do I get a refund?

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• Biometric Verification Requirements for Transfers from Australia (AUD)
• Biometric Verification Requirements for Transfers from New Zealand (NZD)
• Why do I need to verify my account?
• What is 'Biometric Verification’?
• What is proof of ‘Source of Funds’?
• What is a proof of payment?

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• How do I monitor my transfer's progress?
• What could delay my transfer?
• What does ‘Awaiting Payment’ mean?
• What does ‘Awaiting Update’ mean?
• My transfer is 'Awaiting Update' how do I add new account details?
• What does ‘Processing Funds’ mean?

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