The earlier you inform us of your intention to cancel, the more likely it is that we’re able to complete your request at minimal or no cost.
How and if you can cancel your transfer will depend on your chosen delivery method.
In this article, we’ll cover:
- Delivering by bank transfer
- Delivering by cash pickup
Bank transfer
Cancelling at the quote stage
If you’re in the process of sending your money using our system but haven’t yet confirmed the transfer, then you can quickly and easily cancel by closing your browser window or the app.
You can get as many quotes as you’d like from us without making a payment, if you don’t confirm the transfers. There is no obligation to send money at this stage.
Cancelling once your transfer has been confirmed
At this stage, your transaction is confirmed and your currency has been purchased at the agreed exchange rate. You do not have the option to cancel your transfer online. Contact us as soon as possible to discuss your request.
Cancelling when your transfer is in progress
Your transfer is in the process of being paid out. You do not have the option to stop the payment or cancel your transfer online. If you wish to do so, please contact us as soon as possible. We may be able to stop your payment in some cases.
Please be aware that part of the booking process involved you accepting liability for any costs incurred by cancelling your order.
Can I cancel once the money has been sent?
At this point your money has successfully been sent and will be in the account you requested. We can’t cancel your transfer at this stage.
If you've sent your money to the wrong person, the quickest way to get your money back is to get in touch with the person who has been sent the money and ask them to return it.
If the money was sent to one of your own accounts, then you can simply arrange a transfer back to where it was sent from.
Alternatively, you can contact us to place a recall on the funds.
Unfortunately, we cannot guarantee the recipient will return the payment and we're reliant on the recipient bank to action our request. This means that we can't advise you on a timescale, however, in some cases it can take several months.
| Important: Recalls can take considerable time and would require the approval from the recipient to grant us a debit authority to recall the funds - we cannot enforce this. |
Cash pickup
Cancelling at the quote stage
If you’re in the process of sending your money with us but haven’t yet confirmed the transfer, you can quickly and easily cancel by closing the app or web page.
You can get as many quotes as you’d like from us without making a payment, if you don’t confirm the transfers. There's no obligation to send money at this stage.
Cancelling once your transfer has been confirmed
To cancel a cash pickup transfer in the app or on the Xe website:
- Open the Xe app or sign in on the website.
- Go to Track if you're using the app, or Activity on the website.
- From here, click on the transfer you want to cancel. You’ll be taken to a page that shows the progress of the transfer.
- Click Edit your transfer at the bottom of the page. A pop-up message will appear, click Cancel transfer.
- This should then send you to a confirmation page, and if you look for the progress of your transfer it should show as Cancelled.
| Important: We aim to issue refunds for cash pickup transfers in 2 to 10 business days. Please don’t contact us sooner as our team won’t be able to help you. |
Can I cancel once the money has been collected?
No, once your recipient's collected the money we can't cancel the transfer. Please contact your recipient if you want to recall the transfer.