If you’re contacted by your recipient and they’re concerned because they haven’t received their money, don’t worry, there could be several reasons for this.
We know that speed is important. That's why we do everything we can to ensure that your money transfers reach their destination quickly.
Has the money arrived but they’ve not noticed it in their account?
Yes, we know it sounds simple, but it really is worth asking your recipient to double check that the money hasn’t arrived before you take any further steps. Here are two reasons they might have missed it:
- They might be looking through their bank statement for your name. Instead, the money will appear to them as having been delivered by Xe or one of our partners.
- Your recipient may also be looking for a very specific amount that you’ve sent them, and the final figure might be different. Read more on why this might be below.
We always send the exact amount you've requested us to when you confirm your money transfer, but on rare occasions your recipient may receive less than expected. This is beyond our control.
Sometimes the recipient’s bank or an intermediary can add a fee which is then deducted from the amount received by your recipient. They don’t inform us if they do this so we can’t let you know in advance.
My recipient has checked their bank and the money’s not there – what next?
If your recipient has looked through their bank statement closely and can’t locate the money you’ve sent, don’t worry, it is likely that it’s on its way.
There are several things that may slow the progress of your money transfer and you should consider these before contacting us to find out where your money is. You can find out more about these here.
It might also be that the money is with your recipient’s bank, but they are still processing it before they release it to your recipient’s account.
If you’ve used our Track transfer feature to confirm the money has been sent out, waited several days and are now concerned, you’ll need to contact us.