Troubleshooting

Most payments settle same-day or next business day. If your payment has been pending for more than 24 hours:

• Check the payment status in Transactions for any notes or updates.
• Ensure the recipient's bank details are correct — incorrect details are the most common cause of delays.
• Some corridors have banking holidays or do not process during weekends that can delay settlement by 1–2 days.

If none of the above apply, contact support with your account email and transaction ID.

Verification typically completes within minutes. In some cases it may take longer. If yours is taking longer:

• Make sure your document photos are clear, colored, and not cropped.
• Your name must match exactly between your ID and your account registration.
• See Verification for more details.

Business verification requires additional documents (certificate of incorporation, business registration document, proof of address, and details of anyone who owns 25% or more of the business — proof of address + document). Processing takes up to 3 business days — occasionally longer for complex structures. Check your email for any requests for additional information.

• See Verification for more details.

• Double-check your email address — it's case-sensitive.
• Use Forgot password to reset your password.
• If you have MFA enabled, make sure your authenticator app's time is synced.

For security, accounts are temporarily locked after multiple failed login attempts. Wait 15 minutes and try again, or reset your password.

If we have to update the price before sending, for example because your payment waits for an earlier one from your account, your recipient still gets the same amount, but the amount taken from your balance can change. If your balance doesn't cover the new amount, the payment fails and nothing is taken. Small differences can also occur if there's a delay between preview and confirmation. Check your transaction details for the exact rate and fees applied.

Inbound payments depend on the sender's bank and local rails. See Receiving payments for more details.

If you've lost access to your authenticator app, contact [email protected] from your registered email address. We'll verify your identity and help you regain access.