Quick reference
Sending your money safely and quickly to your recipient is important to us. We give you as much information as we can always about your money transfer, and we’ll always let you if we need anything from you to get your money moving.
We’ve developed transfer statuses in our app and on our website for those times when we do need something from you. In the app, your transfer will be marked as Pending. On the website, you’ll see Action Required.
You’ll need to provide us with the requested information to enable your money transfer to progress to the next stage of its journey. The sooner you do this, the sooner your money will be on the move.
My transfer is Pending in the app
You can follow your transfer step by step using the Track function in the app. To make things as simple as possible, we break your transfers into 3 categories: Pending, Current and Completed.
The Current section is home to any transfers which are in progress, while you can easily review your previous transactions with us by checking under the Completed section.
Your transfer will only be in the Pending section if we need anything additional from you before we can send your money on to your recipient.
Here's how to get your money moving if one of your transfers is in Pending status.
- Open the Xe app and head to Track.
- Locate your transfer in the Pending section.
- You'll see details of the information we require to move your transfer to the next stage.
- Gather the information required and tap the pending transfer.
- Upload your documents and wait for us to review them.
Important: We'll receive a notification once you've submitted your items for review. We'll let you know if we require anything further, so please don't call us while we're processing your documents.
My transfer is marked as Action Required on the website
If you’ve booked your transfer with us over the phone, you might still be required to send us some additional information, or add your recipient details, before we can send your transfer.
We’ll send you an email containing your Contract Note. This contains all the details of your money transfer as well as our account details (if you’re paying us by bank transfer).
You’ll need to head to our website to complete any outstanding actions before we can get your money moving. Log in to your account and follow these instructions:
- Select Transactions from the main menu.
- Locate your transaction from the list and click Action Required.
- Follow the on-screen instructions to provide the necessary details.
- Review your details and hit Continue to confirm.
- A thank you screen will let you know the process has been completed.
Important: We'll receive a notification once you've submitted your items for review. We'll let you know if we require anything further, so please don't call us while we're processing your documents.