FAQ

If you want to send money straight away, simply select 'Make a transfer' from the menu or the homepage (click the logo in the top left hand corner to return to the homepage) and follow the instructions.

If you’d rather Top-up wallet now to transfer at a later date select 'Top-up wallet' .

You can send your currency to a recipient straight away or store it in your wallet until you need it.

You can cancel a transaction, but if we’ve already bought the currency for you you may be required to pay any losses we incur as a result of market movement. Please refer to our terms and conditions (section 10) for full details.

Any currency you’ve purchased will be added to your wallet balance as soon as the payment has been processed, and you can check the status of your transfer in your Activity history.

If you’ve purchased currency but your wallet balance hasn’t changed please contact us on +44 (0) 1736 335700.

One of several things may have happened here:

• If you’ve just joined, you’ll need to click an activation link that we’ve emailed to you. If you can’t find it, or need a new link, you can request a new one here.
• If your password is incorrect, head to the Forgotten password page.
• If you’re accessing your account from a new location, you’ll be required to enter a PIN that we’ll send to your mobile. This is for security, and you can request a new PIN if you need one.

Don’t worry – just give us a call on +44 (0) 1736 335700. We’ll need to verify your details, and then we can reset your security question answers.

Any rates given on our general website or by email are interbank exchange rates – which are used for indicative purposes only. To see our exchange rate just log in or use this app and we’ll give you instant rates.

It can take 2-3 working days for your currency to arrive depending on the currencies involved and the country you’ve sent the funds to. You can check the status of your transfer in your Activity history.Your transfer will appear in the ‘Completed’ tab as soon as the funds have been deposited in the recipient account.

If you have any concerns about your transfer please call us on +44 (0) 1736 335700.

A recipient is the person you’re sending money to – it could be yourself, a friend/family member or a gas company (for example) if you’re paying a bill overseas.

To add a recipient you’ll just need their basic information and an IBAN or their account number and sort code.

An IBAN (International Bank Account Number) is the number of your overseas account. It will vary between banks but should appear on your statement. If you aren’t sure of the IBAN on your account, your bank should be able to tell you.

A SWIFT or BIC code helps us identify the bank that you’re transferring money to. It consists of 8 or 11 characters, and you may need to provide it to complete your transfer. If you aren’t sure of the SWIFT or BIC code for your bank, just get in touch with them and they’ll be able to help.

A Transit number is a combination of Institution number and Routing number.

Sometimes banks display Institution and Transit numbers as a Routing number. A routing number for electronic payments contains a zero (called the "leading zero"), a three-digit financial institution number and a five-digit branch number.

Routing number format:

0YYYXXXXX

Where:

YYY - Institution number

XXXXX - Transit number

For example, if a bank’s routing number is 026011242, the Institution number is 260, and the Transit number is 11242.

An intermediary bank is a bank that acts on behalf of the recipient bank. Payments will reach the intermediary bank before being credited to the recipient (the person or entity who will ultimately receive the payment).

The intermediary/correspondent bank is a third-party bank used by the recipient bank to facilitate international transfers and settlement of funds.

Please make sure you’ve entered the account number without any spaces or dashes. If you’re still unable to retrieve the details please contact us on +44 (0) 1736 335700.

You can make a payment to us by bank transfer or using a Sterling or Euro debit card.

If you decide to pay by bank transfer you can find our bank details by clicking ‘Our bank details’ on the homepage.

All of your currency transfers should be listed in this section so if a recent transfer isn’t appearing please contact us on +44 (0) 1736 335700.

Instruction

All open, pending and cancelled currency purchases and transfers will appear here.

In progress

Currency purchases and transfers will show as ‘In progress’ until the funds have been received by the recipient account.

Completed

All completed transactions will appear here.

Open

Your transfer will be processed on the value date.

Pending

Your funds are on route to your recipient.

Cancelled

Your transaction has been cancelled.

Open – awaiting funds

There isn’t enough money in your account to complete your transfer.

If your activity doesn’t match up with the descriptions above, please call us on +44 (0) 1736 335700.

Our online money transfer service is available 24/7. However, if you need to contact us by phone on +44 (0) 1736 335700, our opening hours are Monday - Thursday, 7:30am - 7:00pm; Friday 7:30am - 5:30pm; Saturday 9am to 2pm UK time (enquires only).