We review transfers and accounts to keep you and your money safe, and to make sure that we comply with international regulations.
Sometimes, we close accounts following these reviews if the account or transfer doesn’t meet our security requirements.
If you think that your account was closed incorrectly, you can ask us to review our decision by making an appeal.
Please note that the appeal process only applies to personal accounts; decisions regarding business accounts cannot be appealed at this time.
How to make an appeal
You can make an appeal by filling in the form that is linked from the 'Make an appeal' button at the bottom of this page. To submit the form, you'll need to tell us:
- What the relationship is between you and the recipient
- What the reason for this transfer is
- How often you plan to send money with Xe
What happens once I've submitted my appeal?
We’ll review your information and typically provide a final response within two business days of receiving your appeal.
Our team review appeals in the order in which they are received. Please bear with us whilst we do this. We're unable to provide updates during this time, or to expedite your review.
If your transfer was cancelled before you made an appeal, it will not be reinstated, regardless of the outcome of your appeal. You’ll receive a full refund for any money paid. If your account is opened again, you’ll be able to log in to start a new transfer.