Sometimes people might try and make multiple transfers but end up paying for only one of them. Please always check your transfer history to see if the cancelled transfer might be a duplicate transfer.
If none of these reasons apply to your cancelled transfer, please contact our Customer Support team who will check for you.
If you have any problems using the Service you should contact us through the channels listed at the end of this FAQ.
You have the statutory right to cancel your agreement with us after you have submitted a transaction?. This right of cancellation continues until fourteen days after you have submitted the transaction, or until we have completed the contract by paying the Pay-out Amount to the Recipient, whichever is the earlier. If you exercise your right to cancel under this clause, we may make a cancellation charge.
If you wish to exercise your right to cancel under this clause, you must submit a written request to one of the contact points listed at the bottom of this Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking/reference number, Transaction Amount, and the reason for your refund request.
Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency. No adjustment will be made for any currency fluctuations, which may have occurred in the meanwhile.
Refunds once approved are initiated on the same business day but could take 2-5 working days to reflect in your account.
The recipient of the funds only needs to be sure his account his active and not limited or restricted in any form, thereafter the beneficiary can go to the nearest ATM or his bank to access funds.
In the case of Cash pickups, an ID is required along with the pickup code we will send to you.
You can edit your personal information such as your password, at any time.
The security of your account is very important to us, so we ask that if you need to make any changes to your name, birthdate or home country that you contact us directly.
This is why it is important to ensure the details inputted during registration are correct and match what is on your government issued ID.
For regulatory reasons, we can only permanently delete accounts which haven’t been used in 5 years. However, we can always deactivate an account for you.
If you wish to do so, please contact our Customer Support team.
If you have signed up for more than one account, one of your accounts may have been deactivated, as each user can only have one account type.
To find out more information about why your account may have been deactivated, please contact our Customer Support team.
Kindly send an email with all your enquiries to: