If you think we closed or restricted your personal Xe account by mistake, you can ask us to review our decision. We'll email you our final decision, usually within 2 business days.
How you appeal depends on the email we sent you. Follow the steps below for the email you received.
Who can appeal?
- You can appeal if you have a personal Xe account.
- You can only appeal once. If you've already appealed, our decision is final.
How to appeal
You can appeal using the form linkted from this page:
- Select Make an appeal below.
- Complete the appeals form.
- Select Submit.
What we'll ask you
The form asks:
- how you know your recipient
- why you're sending money
- how often you plan to send money with Xe
Clear, complete answers help us review your appeal quickly.
What happens after you appeal?
Our account review team checks the information you give us and your account history. We review appeals in the order we receive them, so we can't speed up a review.
We'll email you our final decision, usually within 2 business days. If we need more information first, we'll email you to ask for it.
- If we reopen your account: you can log in and send money straight away.
- If we keep your account closed: this is our final decision, and you can't appeal again.
For legal reasons, we can't share the specific reasons for our decision. You can read about why we restrict or close accounts.
What happens to transfers we cancelled?
Any transfer we cancelled before you appealed stays cancelled, whatever the outcome of your appeal. If you paid for it, we'll refund you in full. Find out how long refunds take.
If we reopen your account and you still want to send that money, start a new transfer.