Safety is a top priority of ours. We will cancel a transfer if it breaks our Terms and Conditions or if a technical issue arises.
In this article, we’ll cover:
- Common reasons we cancel transfers
- Sending money after cancelled transfers
- When will my money be refunded if my transfer is cancelled?
Common reasons we cancel transfers
You didn’t pay for your transfer
If we don't receive your payment for your money transfer then we'll cancel it.
You tried sending money to someone you don’t know
Don’t fall victim to scams! Only send to friends, family, and people you know. If we feel like your security is at risk, we'll cancel your transfer.
You may be sending to a country that has a lot of fraudulent activity
Every money transfer is reviewed individually to figure out if it’s safe. We don’t block all transfers to certain countries, but if a transfer matches a fraudulent pattern we’re seeing, it will be cancelled.
Your debit/credit card billing address didn’t match the address on your Xe account
An address mismatch is another reason why an order might be cancelled. Make sure the card and address is updated before you try again.
We needed more information from you
If your order was selected for review, we'll need more information before it can be sent. Reviews can happen if an order was deemed suspicious, but sometimes they're random.
You’ll receive our request via email. If you don’t supply us with the information, within the requested timeframe (typically 2 working days), then we’ll have to cancel your transfer.
Sending money after cancelled transfers
Your ability to continue sending money with us depends on why your transfer was cancelled. If your transfer broke our policies or was fraudulent, your account may be locked. This decision is final.
Refunding cancelled transfers
We know you’re keen to receive your refund as soon as possible. Debit card payments are typically returned to your account in 1-4 working days. We shouldn’t have taken the money yet if you’ve used another payment method, so you won't need to wait for it to be returned.
You will also not be charged for any fees added when setting up your transfer.
For any questions, please contact your card company or bank.