If your recipient has contacted you because they haven't received the transfer you sent, there are a few things to check:

1. Check the bank details you entered are correct

It's worth double checking that you entered your recipient's bank details correctly. If you notice a mistake, contact us so that we can help you.  

2. Ask your recipient to look out for a payment from Xe

• Sometimes people look for your name on their bank statement. Instead, the transfer will be delivered by Xe or one of our partners. 

3. Find out if your recipient is looking for a specific amount

We always send the exact amount you confirm when you make your transfer, but sometimes your recipient will receive less than expected. 

In rare cases, the recipient's bank, or an intermediary, take a fee that's deducted from the amount your recipient receives. Unfortunately, they don't tell us when they do this, so we can't tell you in advance. 

4. Could your transfer be taking longer than expected?

• Learn more about why your transfer could be taking longer than expected.

If you’ve tracked your transfer to confirm the money has been sent out, waited several days and are now concerned, please contact us.