Frequently asked questions

We try our best to answer any questions you may have here. Should any questions remain, don’t hesitate to get in

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Please be aware that we may not be able to cancel a transfer once it has been made. However, we will do whatever we can to support you in getting your money back. If you need to make a cancellation but we are not able to complete it for you in the event that it has already been processed by the bank or collected at the other end, please contact the recipient as soon as possible to inform them of the cancellation and we will do everything we can to help you to get the money sent back to you.
If we are able to cancel a transfer in time and issue a refund, then please note that it could take up to seven business days for the money to be re-funded back into your account. In the unlikely event that you have been entitled to a refund but you have not received it within seven days, then please get in touch with us and someone will come back to you as soon as possible.
Our services are for sending money to family and friends only. You should only ever send money to people that you know and trust. Our transfer services are not intended for commercial, retail or the exchange of goods and services. For more advice on how to use our services safely, please see our information page on fraud prevention.
At Payfer we take security, fraud, global anti-money laundering (AML) and countering the financing of terrorism very seriously. As such we have a number of physical and technological measures in place in order to protect you and our online customer base. In order to protect your security and help to protect against financial crime we employ preventative measures such as KYC (know your customer) for client identification. In order to meet KYC regulations we will verify both your personal address and details in order to verify your identity before you are able to use our services.
Payfer can be accessed online from a computer, smartphone or tablet, meaning you can access and send money from wherever you are. All users need to set up an account before using Payfer. Payfer is a remittance service – it is to be used between family and friends in order to send money abroad to help with a range of personal uses, such as covering bills, medical care, education or living costs. It can even be used to send money to yourself if you have a bank account abroad.
All of our transfers are dealt with online, and once the transfer has been processed then we aim to have it arrive at your chosen payee and destination within minutes. However, some transfers may take longer than others depending on the currency, location, the amount that is being sent and how the money is going to be received on the other end. All transfers will be processed as soon as we have received the authorisation from your chosen payment provider. Please note that additional identity checks and security procedures may at times extend the overall transfer time.
All customers must have their own Payfer account before they are able to use our services. Customers will be asked to provide some information about themselves, including their name as it appears on legal government documents, their contact details, email address and phone number. All accounts are password protected, and some of the information provided may be used to carry out additional identity and security checks. For more information on how we use this personal information then please see our privacy policy.
We always strive to provide a seamless transaction process for all of our customers. However, we always welcome hearing from our client base on how our services could be improved, so if you have any comments that you wish to share with us about your experience with Payfer then please get in touch with us.
As Payfer is a financially regulated company, it is required by law that we verify the identity of all of our customers. This is for your protection, as well as the protection of the online finance industry and for the safety and security of all of our customers. The verifications needed will depend on the amount of money that is being sent as well as the destination where you are sending it as we will have to at times comply with local laws. Most of the time we will only need to check details such as your name, address and your date of birth. However, sometimes we may need more information from you before we are able to process your transfer if you intend to send a larger amount of money. This could include questions such as what the purpose of your transfer is, as well as further details on the source of your funds.