We know that transfer delays can be frustrating. Here are some of the reasons why your transfer might be taking longer than you expected.

We need more information from you

To keep your money safe, sometimes we need to review your transfer. This might mean that we need more information from you. We know that this can be frustrating but, as a financial service provider, the way we’re regulated means that we need to follow strict procedures to keep your money safe.

• Keep an eye on your inbox; if we need anything we'll send an email to the address on your Xe account

A bank needs more information from you

The recipient's bank, or another bank involved in the transfer, may need to carry out a review in order to comply with their regulations. To support this process, we might contact you on behalf of the bank and ask you to provide more information. We'll pass this on to the requesting bank on your behalf. 

• When a bank needs more information from you, we'll email to request this 

The recipient bank is processing the transfer

If your transfer’s been sent but your recipient hasn't received it yet, the money is likely being processed by their bank. This can take up to two days. Unfortunately it's out of our control. 

• Don't forget - you company name won't show on the recipient's bank statement. When you send money with Xe it shows as being delivered by us or by one of our partners. 

Weekends or holidays are slowing things down

Some currencies can only be transferred during business hours. Weekends, public holidays and local business hours might mean that there's a delay in the transfer reaching your recipient. 

• Try to factor in weekends, public holidays and local business hours when you send money