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
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, you’d have received an email, like the one pictured below, and given the opportunity 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
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.
|Important: Please also be aware that moving to a new region may present you with a different set of payment options. You’ll also need to check you’ve got the correct details if you pay us by bank transfer as these are likely to have changed following your move. You can find these on your contract note or in the app.|
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.
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.