Our Priority
Your Trust
FREQUENTLY ASKED QUESTIONS
Answers to the questions we hear most about sending, receiving, and verifying your account.
SENDING MONEY
What is an MTCN and where do I find it?
A Money Transfer Control Number (MTCN) is a unique 10-digit reference for your transfer. You'll find it on your receipt or confirmation once the transfer is sent, and on the transfer's details page in your account. Never share your MTCN with anyone other than your receiver.
What information do I need to send money?
Your own account details, your recipient's full name exactly as it appears on their government-issued ID, their destination country, and — for a bank deposit — their account details (or IBAN and BIC for banks outside the UK).
How do I send money?
Register or log in, get a quote for your destination and amount, choose cash pickup or bank deposit, confirm your identity if we ask for it, then pay by bank transfer or card. You'll get an MTCN once your transfer is sent.
How can I pay?
By bank transfer or debit/credit card online, or with cash or a debit card at a participating agent location.
Is there an age requirement?
Yes — you must be at least 18 years old with a valid, government-issued ID to send or receive money with us.
What counts as a large transfer, and does it need extra checks?
Above a certain amount, we're required to ask a few extra questions and, sometimes, for documentation about the source of your funds. This is a standard regulatory requirement, not something specific to your transfer — we'll let you know exactly what's needed if it applies.
RECEIVING MONEY
What do I need to pick up a cash transfer?
The MTCN, your full name and the sender's full name, and a valid government-issued photo ID (passport or UK/EU driving licence).
When will my money arrive?
Cash pickup is usually available within minutes of the transfer being sent. Bank deposits typically take 1–3 business days, depending on the sender's payment method and your bank.
How do I check the status of a transfer?
Use our Track a Transfer page with the MTCN and the receiver's surname — no account needed.
Why is my transfer on hold or delayed?
Usually because we're still confirming an identity or transfer detail. If it's been longer than you'd expect, contact us with your MTCN and we'll look into it.
What if I don't recognise a transfer sent to me?
Don't collect it. Contact us straight away — see our Fraud Awareness page for more on spotting scams.
IDENTITY VERIFICATION
Why do I need to verify my identity?
We're required to know who's sending money to whom, so we can help protect your money from being used for illegal activity. Above a certain amount, we'll ask you to verify your identity before you can continue.
How do I verify my identity?
Through your online account by uploading a document, or in person at an agent location with your ID — whichever suits how you prefer to send.
What documents can I use for identity verification?
A passport, a UK or EU/EEA driving licence, a residence permit, or an EU national ID card (not accepted for UK nationals). We may ask for both sides of the document.
What counts as proof of address?
A recent utility bill, bank or credit card statement, or a council tax/government letter — dated within the last 90 days and showing your full name and current address.
How long does verification take?
We aim to review documents quickly, usually within the same day. If we need anything else, we'll email you.
YOUR ACCOUNT
Can I access my transfer history?
Yes — log in and go to Your Transfers to see every transfer you've sent, including its status and MTCN.
Can I cancel a transfer, and will I get a refund?
You can cancel a transfer that hasn't been paid out yet. Refunds are usually returned within a few business days, depending on your bank's own processing time.
Can I change a transfer after I've started it?
You can edit most transfer details up until the money has actually been sent — after that, contact us and we'll help directly.
FRAUD & SAFETY
What can I do to protect myself from fraud?
Visit our Fraud Awareness page for common scam types and how to spot them.
How do I report fraud?
Call our UK Fraud Hotline on 0800 123 456, or forward any suspicious email to [email protected].
I received an email asking for my personal information — is it really from you?
We will never email you asking for your password or full personal details out of the blue. Don't click any links or attachments — forward it to [email protected] instead, then delete it.
What if there's an error with my transfer, or I need help urgently?
Get in touch with your MTCN to hand — we can look into it directly.
Still have a question?
We reply to most messages within one business day.
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