Frequently asked questions

Using your online account

• How do I add details of the account I want to send money to?
  The account you want to send money to is called ‘the beneficiary’. You’ll need to let us know the beneficiary’s details before you transfer currency.
  
  

  1. Log in to your account
  2. Choose sterling (GBP)
  3. Choose beneficiary accounts in the navigation bar towards the top of the page.

  
  
• Why is my beneficiary shown as "Pending?"
  When you add a beneficiary to your Currency Account, we’ll check it to make sure we have all the information we need to send your payment. While we’re checking, this can show as ‘Pending’. After we’ve checked we have everything we need, the status will change to “Active” and you can make a payment.
  
  If you’re transferring to a third party, we might need more information – we’ll let you know if that’s the case.
• Why can’t I see my beneficiary in my account?
  When you add a beneficiary to your online currency account, we check it to make sure we have all the information we need. If the beneficiary details aren’t showing, it’s because it’s in the final phase of checking and will show in your account very soon.
• I’ve added money with a debit card, where can I see it in my account?
  Here’s how you can see your pending debit card payments:
  
  

  1. Log in to your account
  2. Choose sterling
  3. Choose cash
  4. Choose view

  
  You’ll see any pending payments under Authorised Debit Card Payments. When a payment shows as authorised, that’s because we’re waiting for your bank to send your money. But you can go ahead and trade because the money will be with us within one working day.
• How long will it take money to get to my beneficiary?
  Money will leave your account on the day you choose. They’ll reach your beneficiary depending on the type of currency you’re converting, and the banks involved.

Any questions?

Can’t find what you’re looking for? Call us on

0117 311 3257

(Mon-Fri, 8am-6pm) or email us so we can help.