COVID-19

  • An update on COVID-19

    At times like this, we know it’s especially important to be able to transfer money quickly and cheaply to support your family, friends and business. Here's the latest information from Azimo about how we’re running our service during the COVID-19 outbreak.

    Azimo’s service is operating as usual

    Azimo is a digital-only service. Our team is working remotely across Europe. Our apps and website are working normally. Since the virus outbreak began, we’ve continued to deliver transfers quickly and securely. Our customer support teams are available as usual to help you. We are authorised by the FCA in the UK, and by the DNB in the rest of Europe.

    Are my transfers affected?

    We are actively working with our partners around the world to ensure that transfers are affected as little as possible. However, in some countries, there may be slight delays in delivery times, and closures of some cash pick-up locations.

    An update on cash pick-up service

  • COVID-19: Cash pick-up service

    Due to the movement restrictions issued by various governments to contain the spread of COVID-19, access to some pick-up locations might be limited and your recipient might be unable to pick up their money.

    We are closely monitoring the situation with our partners and updating regularly the list of affected locations. Please check your emails or visit our website for further updates.

    If you are unable to use cash pick-up, consider sending money to bank accounts or mobile wallets, if they are available in the country you are sending to.

    Cash pick-up to the Philippines

    Cash pick-up to Colombia

    Cash pick-up to Honduras

    Cash pick-up to Argentina

    Cash pick-up to Bolivia

    Cash pick-up to Ecuador

    Cash pick-up to Mexico

    Cash pick-up to Egypt

    Cash pick-up to Jordan

    Cash pick-up to Nepal

  • Sending money to the Philippines

    Due to the global response to COVID-19 and the local measures currently in place in the Philippines, some BDO cash pick-up locations remain closed, though many have reopened.

    Make sure to consult our list of available BDO cash pick-up points before sending.

    Pick-up partners that are still operational:

    BDO
    Please see list of branches here

    Palawan Pawnshop
    Please see list of branches here

    Cebuana
    Please see the list of branches here

    M Lhuillier
    Please see the list of branches here

    Home delivery service to the Philippines is also suspended.

    Your recipient has 30 days to pick up the transfer. If they are unable the pick up their money, you can contact our customer service to:
    • Request a refund
    • Request a pick-up from another location
    • Send money straight to a bank account, if this service is available

    Please bear in mind that due to the current circumstances the processing time for such requests will be longer than usual - it can take 2-4 working days.

    The fastest way to send money now is via a ‘direct to bank account’ deposit, from you straight to your recipient.

  • Cash pick-up to Colombia

    Due to the current global situation regarding the containment of COVID-19 and the local measures currently in place in Colombia, cash pick up branches are operating within limited working hours.

    Bancolombia
    If your recipient has a bank account with Bancolombia, we encourage them to call one of their offices and deposit the funds into their bank accounts.

    Please see the list of branches here

    Financiera Pagos
    The following branches are closed: Cartagena, Medellín, Itagüí, Montenegro y Bello. The rest are open from 08:00 to 13:00

    Your recipient has 30 days to pick up the transfer. If they are unable the pick up their money, you can contact our customer service to:

    • Request a refund
    • Request a pick-up from another location
    • Send money straight to a bank account (BBVA and Bancolombia accounts)
  • Cash pick-up to Honduras

    Due to the current global situation regarding the containment of COVID-19 and the local measures currently in place in Honduras, Banco Fichosa and Banco Azteca branches are operating within limited working hours.

    Banco Fichosa: 09:00 to 16:00
    Banco Azteca: 09:00 to 16:00

    Your recipient has 30 days to pick up the transfer. If they are unable the pick up their money, you can contact our customer service to:

    • Request a refund
    • Request a pick-up from another location
    • Send money straight to a bank account
  • Cash pick-up to Bolivia

    Due to the current global situation regarding the containment of COVID-19 and the local measures currently in place in Bolivia, local banks are operating within limited working hours:

    Banco Bisa: Opening hours are 08:00 - 13:00 (Bank transfers are unaffected)
    Banco Ganadero: Paying only at the central offices in Santa Cruz, La Paz, Cochabamba, Sucre, Tarija, Beni, Cobija - From 08:00 to 12:00

    Your recipient has 30 days to pick up the transfer. If they are unable the pick up their money, you can contact our customer service to:

    • Request a refund
    • Request a pick-up from another location
    • Send money straight to a bank account

Getting started

  • Useful tips before making a first transfer

    To make sure you enjoy an effortless experience with Azimo, here are some tips to help you prevent any problems along the way.

    Your details

    • Use your real name to sign up matching the name on your ID
    • Use your current address of residence
    • Use your real date of birth
    • If using a referral code, make sure to add it before making your first transfer
    • You can only have one Azimo account

    Recipient’s details

    • Use the real name of the recipient matching the name on their ID
    • Include all given names and all surnames
    • Always write your recipient’s name in a Latin alphabet, unless specified otherwise
    • Double check recipient’s bank details before making a transfer

    Payment

    • Only use your own card to pay
    • If using online banking to pay for your transfer, always send money from an account in your name and include reference number

    Verification

    In some cases, you might be required to provide additional documents to complete the transfer. It’s always good to have an identity document ready - we accept the following documents:
    • Passport
    • National ID card
    • Driving licence
    • Residence permits (from European Economic Area (EEA) and Switzerland)
  • Paying for the transfer

      You can easily pay for your transfer with the following:

    • Debit or credit card (maximum amount 12,000 GBP/13,500 EUR)
    • Bank transfer by logging into your online banking
    • SOFORT payments when sending from Austria, Belgium, Germany, Italy and The Netherlands
    • iDEAL when sending from The Netherlands
      Please note that:
    • When paying for the transfer, always use your own card or bank account.
  • Delivery methods

    Azimo offers multiple delivery methods. Availability of these methods varies by the country you are sending money to.

    Bank deposit

    Bank deposit is a transfer that is delivered straight to your recipient’s bank account in local currency.

    Simply choose Bank deposit as the delivery method and then enter your recipient’s bank account details.

    Cash pick-up

    Cash pick-up is a transfer that your recipient can collect as physical cash from over 200,000 pick-up locations around the world.

    We work with local partners and banks that process all cash pick-up transfers on behalf of Azimo.

    Simply choose Cash pick-up as the delivery method and then choose the pick-up provider. Once your payment has been processed, both you and the recipient will receive an email with cash pick-up instructions.

    SWIFT

    SWIFT transfer is a transfer that is sent via the SWIFT international payment network.

    With Azimo you can make SWIFT transfers to more than 100 countries around the world, in major currencies including GBP, USD and EUR.

    You’ll need a SWIFT-BIC code as it allows us to identify your recipient’s local bank.

      Important information to note
    • The receiving bank might charge a handling fee to receive a SWIFT transfer
    • Most transfers are delivered within 24 hours
    • The receiving account has to be held in the chosen currency

    Mobile wallet

    A mobile wallet is an electronic wallet that allows you to store, send and receive money on your mobile phone.

    With Azimo, you can send money within minutes to mobile wallets in many countries including Armenia, Burkina Faso, Fiji, Ghana, Indonesia, Kenya, Nepal, the Philippines, Romania and Sri Lanka.

    Mobile top-up

    Mobile top-up is a transfer where you can add credit to your recipient’s local mobile number.

    Simply choose Mobile top-up as the delivery method and then enter your recipient’s mobile number. All Mobile top-ups are processed within minutes.

  • Keeping track of your transfer

    Once you make your transfer, we’ll keep you updated about the status of your transfer by email and push notifications.

    You’ll be also provided with a Transfer ID - a unique number given to every transfer you set up.

    It is the number you’ll need to give our Customer Support team if you contact them with any questions. You can find the Transfer ID in your transfer history and in emails you’ve received.

  • How does Azimo protect your money?

    When you send money with Azimo you can be confident your payments are safe and your bank details and other data are protected. We are fully authorised to issue electronic money, and we use secure technology to protect your account and transfers.

    3D Secure
    We use 3D Secure authentication to give your card payments an extra layer of security.

    Fraud detection
    Our technology detects and monitors unusual activity to protect you from fraud.

    Data protection
    We are certified by German TÜV for data protection and IT security.

    Encryption
    Encrypted communication on our website and apps protects your account against unauthorised access.

    FCA regulated
    We are authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution.

    HMRC registered
    We are registered with Her Majesty’s Revenue and Customs as a Money Transmitter to help prevent money laundering.

Creating a transfer

  • How do I set up a transfer?

    Setting up a transfer is easy, and can be done in a few simple steps.

    To start, choose your delivery method. Then enter the recipient details, the amount you want to send and pay for the transfer with either a debit or credit card or a bank transfer.

    Your transfer will then be processed and delivered to your recipient. The delivery time of your transfer may vary depending on the country you are sending to, the delivery method you choose and how you pay for the transfer. You can find more information about delivery times here.

  • How long will my transfer take?

    On average, a transfer with Azimo takes just one working day. The delivery time of your transfer may vary depending on the country you are sending to, the delivery method you choose and how you pay for the transfer.

    If you pay with a bank transfer in the UK, it can take up to 1 working day for your payment to reach Azimo’s account. For other European countries, it can take up to 2 workings days.

    Once we have received your payment, we will immediately process your transfer and notify you via email and push notification. Payments done by card are a much faster option, as they only take a few minutes to reach our account.

    For more information on sending to specific countries, please head to www.azimo.com, where you can check the delivery times for the country that you’re sending to.

    Please note that sometimes transfers can take a little bit longer if additional documents are required or if you send money over the weekend or on public holidays.

  • How can I pay for my transfer?

    You can easily pay for your transfer with either a debit/credit card or a bank transfer. Please note that the maximum amount for card payments is 12,000 GBP/13,500 EUR.

    If you are paying with a bank transfer, you can send the money to Azimo’s account using the following details:

    GBP:
    Bank name: NatWest Bank
    Account name: Azimo Ltd
    Sort code: 62-31-70
    Account number: 00000000

    EUR:
    Bank name: Deutsche Kontor Privatbank AG
    IBAN: DE46700111104101002000
    BIC:DEKTDE7GXXX
    Account number: 4101002000
    NSC number (sort code): 70011110
    Address: Fußbergstraße 1
    82131 Gauting
    Germany
    Country code: DEU

    We also accept SOFORT payments in Austria, Belgium, Germany, Italy and the Netherlands, as well as iDeal in the Netherlands.

    Please remember to include your payment reference when making the bank transfer and to double check that the amount is correct.

  • Can I make recurring transfers?
    Azimo currently does not have the option for setting up recurring transfers. We’re constantly adding new features, so keep an eye out as we hope to offer this in the future.
  • What is a Transfer ID?

    A Transfer ID is a unique number given to every transfer you set up.

    It is the number you’ll need to give our Customer Support team if you contact them with any questions. You can find the Transfer ID in your transfer history and in emails you’ve received.

General information

  • How do I create an Azimo account?

    Signing up to Azimo is simple, and only takes a few minutes.

    To create an account with Azimo, you’ll need to sign up either through our app or on our website. You can sign up using your email, Facebook or Google+ account.

    Please note that you must use your real name when creating an account, so if your Facebook or Google+ name is a nickname, remember to change it when signing up.

  • How much does it cost to send money with Azimo?

    The exact fee can vary based on where you are sending to and from, and the delivery method that you choose.

    With Azimo, you can save up to 90% vs banks and traditional money transfer providers, with great rates and low fees starting at just £1.

  • Which countries can I send from?
    With Azimo, you can currently send from 25 countries - the UK, the Eurozone, Sweden, Norway, Denmark, Switzerland and Poland.
  • Is Azimo a bank?

    Azimo is not a bank but it is a regulated financial institution.

    We are authorised and regulated as an Electronic Money Institution by the Financial Conduct Authority (FCA) in the UK and as a Payments Institution by the De Nederlandsche Bank (DNB) in the Netherlands/Europe.

  • What are the hours of the Azimo Customer Support team?

    Our Customer Support team is here to help from Monday to Friday, from 9am to 6pm GMT.

    Head over to our Support Centre to find out how you can contact us.

Delivery methods

  • How does Cash pick-up work?

    Cash pick-up is a transfer that your recipient can collect as physical cash from over 200,000 secure pick-up locations around the world.

    We work with local partners and banks that process all cash pick-up transfers on behalf of Azimo.

    Simply choose Cash pick-up as the delivery method and then choose the pick-up provider. Once your payment has been processed, both you and the recipient will receive an email with cash pick-up instructions.

  • How does Direct to bank work?

    Direct to bank is a transfer that is delivered straight to your recipient’s bank account in local currency.

    Simply choose Direct to bank as the delivery method and then enter your recipient’s bank account details.

  • How does Mobile top-up work?

    Mobile top-up is a transfer where you can add credit to your recipient’s local mobile number.

    Simply choose Mobile top-up as the delivery method and then enter your recipient’s mobile number. All Mobile top-ups are processed within minutes.

  • How does Mobile wallet work?

    A mobile wallet is an electronic wallet that allows you to store, send and receive money on your mobile phone.

    With Azimo, you can send money within minutes to mobile wallets in many countries including Armenia, Burkina Faso, Fiji, Ghana, Indonesia, Kenya, Nepal, the Philippines, Romania and Sri Lanka.

  • How does Home delivery work?

    Home delivery is a transfer where your money is securely delivered straight to your recipient’s door within 24 hours.

    We currently offer this service only for the Philippines.

  • What is a SWIFT transfer?

    SWIFT transfer is a transfer that is sent via the SWIFT international payment network. With Azimo you can make SWIFT transfers to more than 100 countries around the world, in major currencies including GBP, USD and EUR.

    You’ll need a SWIFT-BIC code as it allows us to identify your recipient’s local bank.

      Important information to note
    • The receiving bank might charge a handling fee to receive a SWIFT transfer
    • Most transfers are delivered within 24 hours
    • The receiving account has to be held in the chosen currency

Security

  • How does Azimo protect your money?

    When you send money with Azimo you can be confident your payments are safe and your bank details and other data are protected. We are authorised to issue electronic money, and we use secure technology to protect your account and transfers.

    FCA regulated
    We are authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution.

    HMRC registered
    We are registered with Her Majesty’s Revenue and Customs as a Money Transmitter to help prevent money laundering.

    3D Secure
    We use 3D Secure authentication to give your card payments an extra layer of security.

    Fraud detection
    Our technology detects and monitors unusual activity to protect you from fraud.

    Data protection
    We are certified by German TÜV for data protection and IT security.

    Encryption
    Encrypted communication on our website and apps protects your account against unauthorised access.

  • Where can I find your privacy policy?

    Protecting your personal data is very important to us, and it is always kept secure.

    You can find the full details of our privacy policy here.

Brexit

  • Are fees going to change?
    There will be no changes to our fees. Our service will remain the same for all EUR countries, as well as the UK.
  • Which account should I send the funds to?
    We are using a new bank account for all EUR bank transfers. The new details are shown on the first screen you see after setting up a transfer on the website or app. If you pay for your transfers in Euros, please switch to the new bank details as soon as possible, as the old account will be deactivated in the near future. If you are sending from the UK, you do not need to change anything.
  • What happens if I send funds to the old account?
    We will run both bank accounts in tandem for several weeks, so if you make a mistake before the switch then your transfer will be processed as normal.
  • Will delivery times change?
    There will be no change to our service. Delivery times and delivery methods will remain the same.
  • Who regulates Azimo?
    Azimo is now regulated and supervised by De Nederlandsche Bank (DNB), in the Netherlands, as well as the FCA in the UK. This ensures that all our transactions within the European Union are regulated and follow European legislation. Your money and personal data remain as safe as ever.
  • Will there be any changes to the countries I can send to?
    No, all existing recipient countries will still be supported.