You can request a cancellation by tapping the question mark on the top right of your transfer status page. Once you “request cancellation” our team will review. But p...
Change my transfer
Android users can make changes to active transfers by tapping the question mark on the top right of your transfer status page. Once you “request change” our team will...
I need a receipt
You can find receipts for your completed transfers on our website. Log in to your Azimo account and follow the steps below: 1. Select 'History'.2. Choose the relevant ...
I paid for my transfer, what's next?
We will send the money as soon as we've processed your payment. Please check your account or email to check your transfer status. If you do not receive an update withi...
Why is my transfer is delayed?
Please check your email first for information about your transfer status. If your transfer is delayed, it's usually due to one of the following: 1. Security verifica...
How long will my transfer take?
Delivery speed depends on your receiving country, delivery method and payment type. The easiest way to check is to select your sending and receiving country on the app...
My recipient received less than I sent
If you have sent the payment by SWIFT, some banks can charge a handling fee. If you're using a method other than SWIFT, please provide the recipient's bank statement s...
What happens if I send two bank transfers?
If you accidentally send us more than one bank transfer payment for the same Azimo transfer, please contact us via the support centre as soon as possible so that we...
Why was my transfer cancelled?
If your transfer was cancelled, it's usually due to one of the following reasons: The payment expired. The payment was rejected by your bank. The payment was rejected...
What should I do if I provided the wrong recipient details?
If this happens, please contact our Customer Support team as soon as possible and they’ll correct the transfer for you.Please remember to then correct your recipient’s...
What should I do if I made the bank transfer with the wrong payment reference or without it?
If you sent us the correct amount from a bank account that’s registered in your name, we’ll still be able to locate your payment. Please note that it might take us a l...
Where can I find my transfer history?
On our app, you can easily view your transfer history by tapping the “History” tab.If you are on our website, you can find your transfer history by going to your accou...
Paying by card
I've been charged even though the payment was rejected
When your card payment is declined, the bank will temporarily put the money on hold. If you still haven't received it within 48 hours, please contact your bank. Altern...
Where can my recipient collect the money?
Your transfer summary includes the pick-up location and other important information about your transfer. See your transfer history for more details. You should also r...
Where can my recipient collect the money in the Philippines?
Your recipient can collect money from any of the following locations: BDO (Banco de Oro) Cebuana Lhuillier M Lhuillier Palawan Pawnshop Palawan Express LBC Express R...
Where can my recipient collect the money in Moldova?
Your recipient can collect money from any of the following: Smith&Smith Victoria Bank Posta Moldovei
Where can my recipient collect the money in Dominican Republic?
Your recipient can collect money from any of the following: Banco BHD León Banco PROMERICA BANRESERVAS Banco UNION LAFISE
Where can my recipient collect the money in Nigeria?
Your recipient can collect money from any of the following: First City Monument Bank (FCMB) Fidelity Bank Zenith Bank United Bank for Africa (UBA) Polaris Bank Guara...
Where can my recipient collect the money in Pakistan?
Your recipient can collect money from any of the following: HBL Askari Bank Dubai Islamic Bank JS Bank Meezan Bank Bank of Punjab Full list of HBL locations here.
I haven't received a pick-up reference number
If you haven't received a reference number within the expected delivery time, please contact us. For security reasons, we can only provide transfer details to the sender.
What should I do if the transfer hasn’t reached my account yet?
When you see “Transfer completed” this means that we have successfully delivered your transfer to your bank. Your bank will now process the transfer and pay it into yo...
What should I do if I can’t collect the transfer from the local agent?
Please check with your sender that you have the correct pick-up reference, and that they provided your full name as it shows on your ID (in Latin characters only).If e...
Are my documents safe with Azimo?
All documents and information are stored on our secure servers. We only access these servers when absolutely necessary to complete our Know Your Customer (KYC) checks.
I don't have the requested document
The documents we request will relate to one or more of the following: Proof of Identity. Proof of Funds. Proof of Address. If you cannot provide the necessary docume...
What documents do I need to provide?
We try to avoid asking for documents unless it's absolutely necessary. But as a regulated financial company, we're occasionally required to confirm a customer's identi...
I cannot upload my documents
You can upload documents securely using this link. If you're still unable to upload the documents, please send to email@example.com and our team will upload them for you.
What documents do I need?
As a regulated financial services company, we are committed to the highest security standards. Sometimes this means we have to ask customers for more information, even...
Help with documents for Proof of Identity (POI)
As a regulated financial services organisation, we are sometimes required to verify certain data about you, your recipients and your transfers. We only request documen...