We know that transfer delays can be frustrating. Here are some of the reasons why your transfer might be taking longer than you expected.
- Need a status update? Click on the Track screen in the app or in your account online to track your transfer.
You chose a slower way to pay
Bank transfer and direct debit are slower ways to pay for your money transfer. It can take between 2 and 3 days for money sent by bank transfer or direct debit to reach us. When we receive your money, we can start the transfer process.
- Time sensitive transfer? The fastest way to pay is by debit or credit card
You might find the article 'Have you received my money?' helpful next.
We need more information from you
To keep your money safe, sometimes we need to review your transfer. This might mean that we need more information from you. We know that this can be frustrating but, as a financial service provider, the way we’re regulated means that we need to follow strict procedures to keep your money safe.
- Keep an eye on your inbox; we'll email if there's anything we need from you
A bank needs more information from you
The recipient's bank, or another bank involved in the transfer, may need to carry out a review in order to comply with their regulations. To support this process, we might contact you on behalf of the bank and ask you to provide additional information. When you provide additional information, we'll pass it on to the requesting bank.
- When a bank needs more information from you, we'll email you to request this
The recipient bank is processing the transfer
If your transfer shows as being with your recipient's bank but your recipient hasn't received it yet, the money is likely being processed by their bank. This can take up to two days. Unfortunately it's out of our control.
- Don't forget - the sender's name won't show on the recipient's bank statement. When you send money with Xe it shows as being delivered by us or by one of our partners.
Weekends or holidays are slowing things down
Some currencies can only be transferred during business hours. Weekends, public holidays and local business hours might mean that there's a delay in the transfer reaching your recipient.
- Try to factor in weekends, public holidays and local business hours when sending money