We take your security seriously and make every effort to protect you and your money while using our service. There are several reasons why your account may have been restricted or closed.
Accounts may be restricted or closed if:
- You're sending money from a country we don't support
- Your account is inactive
- Your account was subject to restriction or closure for another reason
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You asked us to close or restrict your account
Moving to a country we don't support
When you move, you'll need to update your registered address with Xe.
- Follow these steps to update your address.
If you move to a country we don't currently serve, your account will be restricted.
- You won't be able to send money from your account, but you'll still be able to use our Currency Converter tool and set Rate Alerts.
Click here for a full list of all the countries we serve.
If you move to a new address in the same country or another country that Xe supports, you'll still be able to send money. Here's what you need to know:
- If you've moved to a new country, you'll need to agree to a new set of terms and conditions.
- You'll receive an email and/or push notification to confirm that your address has been changed. If the country is supported by Xe there won't be any changes or restrictions.
| Important: if you move to a new region, your payment options may change. If you're paying by bank transfer, please check that you have the correct bank details for the region; they may change when you move. |
Your account is inactive
Your account could become inactive if you've not made a transfer within the last 18 months. Please reach out to us to confirm this.
Other reasons for account closures and restrictions
If your account has been closed and you didn't request this action, the decision was made by the company. Unfortunately, we can't give you any more information about the reason for the closure.
If you believe your account has been closed in error, the quickest way to let us know is by clicking the Chat with us button.
You asked us to close or restrict your account
Once an account is closed, we're required by our anti-money laundering and data protection obligations to keep your information for 7 years from the date of your last transaction.
Rest assured that your details will be kept secure and will not be used for any other purpose.
Appealing account closure decisions
If you think your account was closed in error, you can ask us to review our decision. Visit our Help Centre article, How to make an appeal for more information.