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Here are a list of our frequently asked questions. If you can’t find the answer you’re looking for, please get in touch on +44 (0) 1736 335291.
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 2) for full details.
One of several things may have happened here:
Don’t worry – just give us a call on +44 (0) 1736 335291. 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 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 335291 and we’ll get to the bottom of it.
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:
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 335291
You can pay using a Sterling, Euro or US dollar debit card – or you can choose to transfer funds to our bank account.
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 335291
All open, pending and cancelled currency purchases and transfers will appear here.
Currency purchases and transfers will show as ‘In progress’ until the funds have been received by the recipient account.
All completed transactions will appear here.
Your transfer will be processed on the value date.
Your funds are on route to your recipient.
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 335291
Our online money transfer service is available 24/7. However, if you need to contact us by phone on +44 (0) 1736 335291, our opening hours are Monday - Thursday, 7.30am - 7pm; Friday, 7.30am - 5.30pm; Saturday, 9am - 2pm GMT.