XE Money Transfer - FAQ

  • How do I get started with XE Money Transfer?
  • Signing up is easy and will take no more than 5 minutes. Sign up online here: Personal Account | Business Account
    In some cases, for your security, once you have signed up, we may need some documents from you to prove your identity and/or address. We can accept a clear photographic image or scan of a document in any of the following file type: JPG, PDF, TIF, GIF, PNG.
    You can upload your documents here
  • Document upload help
  • Proof of your residential address
    The easiest way to prove this is by uploading a bank statement or utility bill. Please ensure the document is dated within the last 3 months, contains your initial and last name, and matches your address. Unfortunately, local regulations prevent us from accepting mobile phone bills, Driver Licences, credit card statements, or any documents relating to a PO Box address.

    Proving your identity
    The easiest way to prove this is by uploading a copy of your passport, or both sides of a government-issued national identity card. Please ensure that the document is valid and in date.

    Unfortunately, our regulatory obligations prevent us from accepting driver licences as a proof of your identity.

    Important for all documents
    When uploading any document, please remember:
    • The details on the document you upload must match the name and address you applied with.
    • Your file/s must be less than 5MB each, and must be clear enough to be read by someone else.
    • You can upload .jpg, .jpeg, .pdf, .png, .tif, and .tiff files.
  • How much can I transfer?
  • The amount you can transfer is unlimited. You can transfer up to $500,000 USD online (or currency equivalent).
  • What currencies can I transact?
  • We trade in 60 currencies so you can transfer money to over 170 countries. A list of currencies can be found on our website.
  • What rate will I get?
  • Our exchange rates are linked to the live foreign exchange markets. When the markets are open, the exchange rate you are offered will often fluctuate right up until the moment you confirm your transaction. Your exchange rate is only fixed once you've confirmed your transaction. The rate you are offered is not the mid-market rate which is shown in the free information services on our main XE.com website.
    When the markets are closed (for example, the weekend), the exchange rate you are offered won't fluctuate - it will have been determined when the markets last closed.
  • Will I get the mid-market rate?
  • Our exchange rates are linked to the live foreign exchange markets. The mid-market rate is a rate shown in the free information services on our main XE.com website and is derived from the mid-point between the 'buy' and 'sell' rates from global currency markets. This rate is not achievable via XE Money Transfer.
  • When can I make an international money transfer?
  • You can make online international money transfers 24 hours a day, 7 days a week.
  • Is my money safe?
  • We hold an Australian Financial Services Licence ‘AFSL’ issued by the Australian Securities and Investments Commission ‘ASIC’ (AFSL No. 240914). We also hold a Derivatives Issuer Licence issued by the Financial Markets Authority (FMA) and we are Qualifying Financial Entity (QFE) in New Zealand. Last year the HiFX Group transacted over $18.5 billion of currency on behalf of 112,000 clients in 117 countries.
  • How do I make an international money transfer?
  • Simply log in to your account to make a transfer or get a quote.
    Confirm the currencies you would like to exchange.
    Enter the amount you want to transact.
    Tell us where we need to send the purchased currency.
    Confirm how you will be paying us.
    Agree the exchange rate and total cost.
    What happens next?
    We will keep you informed and send you an email when we receive your payment and also an email when your money transfer is released by us. Please allow 1-4 working days for the beneficiary bank to credit the funds to the recipient account.
  • How do I pay XE Money Transfer?
  • All transactions must be settled by bank transfer and you will need to instruct your bank to make the payment to us via online banking/telephone banking etc. In Australia you can also use BPAY to transfer Australian dollars to us.
    Our bank details will be provided once you have confirmed your transaction.
    We must receive the full amount as cleared funds by the agreed payment date to enable us to send your money transfer on time.
  • What do I do if my payment is coming from a 3rd party?
  • If your payment will be coming from a third party i.e. not from a bank account featuring your name, please contact us on Toll Free 1800 875 483.
  • When will XE Money Transfer send my money?
  • The majority of our transfers are completed the same day. We will confirm a payment date to you within your transaction flow and this will be the earliest date we can make your money transfer providing we have received your payment.
  • How do I know if XE Money Transfer have sent my money?
  • We will automatically notify you via email/SMS. You should always allow 1 to 4 working days for the payment to arrive with the recipient.
  • How do you know where to send my money?
  • You provide us with the bank account details via 'Recipients' which can be done before or during your transfer.
  • How do I amend my recipient details?
  • If you need to change your recipient details after you have assigned them to your payment, please contact us immediately on please contact us on Toll Free 1800 875 483.
  • Can I cancel my transaction?
  • Should you need to cancel your transaction, please contact us immediately on Toll Free 1800 875 483. This will result in us entering into a reversal transaction which may incur a close out cost to you.
  • What do I do if my money transfer has not arrived with the recipient?
  • If the payment has not arrived with the recipient after 4 working days of you receiving the payment confirmation, please contact us on Toll Free 1800 875 483.
  • Are there any charges?
  • Whilst we always send the exact amount of money you specify in the transaction, the bank receiving your funds, or an intermediary bank, may deduct fees when crediting the payment. Unfortunately we have no control over these charges and therefore we won't reimburse you, should you be charged.
  • Can I send or receive cash?
  • We cannot send or accept payment by cash. All transactions must be settled by bank transfer and you will need to instruct your bank to make the payment to us via online banking/telephone banking etc.
  • Can I book a market order?
  • With XE Money Transfer you can book a limit order online. A limit order is an order to buy or sell a currency when a specific target rate is hit. You will be emailed a contract note when the target rate is hit and the order is filled. You are contracted to pay for the order, via bank transfer, at this stage.
    You can update or cancel an order online at any time prior to it executing.
    Filled and cancelled orders can be seen within 'historical orders'.
    When setting a market order you will need to create a recipient to assign to the order in the event that it is executed.
  • Can't find the answers?
  • Please contact us on: 1800 875 483

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