Why was my account restricted or closed? 

We take your security very 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.

In this article, we’ll cover:

• Unsupported countries
• Changing address
• Other reasons your account has been closed or restricted
• Your account may have been closed or restricted at your own request
  
  

Unsupported countries 

We’re constantly reviewing our business practices and rules in line with regulatory requirements. 

Following a recent review, we contacted a small number of our customers to inform them that we can no longer provide money transfers in the country they reside in.   

You may have been sending money from this country for some time and were perhaps not expecting to receive this notification. 

We’re sorry for the inconvenience this causes. 

Don’t worry, we’ll ensure all money transfers that are already in progress are completed before making any changes to your account. 

You’ll continue to have access to your historical transfers after your account has been restricted, as well as the use of our Currency Converter and Rate Alerts. 

I missed the email and my account was restricted before I could update my details: 

If you were affected by these changes, we’d have sent an email with more information and the opportunity for you to provide an updated address. 

If you're now living in one of our supported countries, you may be able to have your account unrestricted. If your updated address fell within our list of countries supported for money transfer, you’d be able to continue using our money transfer service. 

You’ll still be able to access your account even after it has been restricted.  

Sign in and provide us with up-to-date information and, providing all the requirements are met, you’ll be able to send money with us again in your new country. 

Changing your address 

When you move home, you'll need to update your registered address with Xe. Updating your address is quick and easy. Visit our dedicated article if you need help with that.  

Here’s what you’ll need to be aware of when moving to different parts of the world:

Moving to a new address in the same country or region 

This is the simplest change of address process. You’ll receive an email and/or push notification confirming the change of address has been completed. You’re all set and won’t notice any changes or restrictions. 

Moving to a new address in another country or region supported by Xe 

This is another simple process. You’ll need to follow the same process as the domestic change of address, but you’ll need to accept a new set of terms and conditions after updating your details.  

Moving to an address in an unsupported country 

This change of address would result in a restriction as you’ve moved to an area we don’t serve. 

You won't be able to send any money transfers from your account, but you'll still be able to use our free services such as our popular Currency Converter and Rate Alerts. 

For a full list of countries served by our money transfer service, please click here. 

Other reasons your account has been closed or restricted 

If your account has been closed and you didn’t request this action, the decision was taken by the business and, unfortunately, we’re not able to provide any further information about the reason for the closure.  

If you think your account was closed by mistake, the quickest way to let us know is by using our Live chat feature. Just click Chat with us at the bottom of this article. 

Your account may also have been closed or restricted at your own request

Following any account closure, in accordance with our anti-money laundering and data protection obligations, we’re required to retain your information for the next 7 years from the date of your last transaction. 

Rest assured that your details will be securely stored and will not be used for any purpose going forward.