My transfers
Active transfers
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How do I cancel my Azimo transfer?
While we do our best to fulfil cancellation requests, please note that it’s not always possible to do so, particularly if the transfer has reached your recipient or...
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Why hasn't my transfer been delivered?
“Transfer completed” means we’ve delivered the money to your recipient’s bank. Most banks will deposit the money to the account within minutes, but some take up to 24 ...
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Request cancellation
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...
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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...
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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 ...
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I paid for my transfer, what's next?
We will update you on your transfer by email. Please contact us if you do not receive an email within 24 hours.
Troubleshooting
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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...
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Change my payment method
If you haven't paid for your transfer, you can still change payment method. To do this, see the transfer summary from your dashboard and select the payment method that...
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I can't create transfer due to uknown error
If you experience same issue on a different device, please send us a screenshot of the error and our support team will resolve it.
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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...
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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 reject...
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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...
Paying by card
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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...
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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...
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I don't have a card authorisation code
Please check that the card matches your Azimo account. If so, contact your card issuer’s payments or authorisation department, as they will be able to provide further ...
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Why are card payments disabled?
Sometimes card payments are disabled for the security reasons. In which case, we highly recommend an alternative payment method. If you still cannot pay, please contac...
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What card can I use?
We only accept debit/credit cards from Visa and Mastercard, issued in the EEA, Canada, Australia and Hong Kong. Your card must have: 16 digits Expiry date CVV cod...
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My card payment did not go through - can I try again?
If your card payment did not go through, you can try a different card without having to enter all the transfer details again.You can also choose to pay using a bank tr...
Paying by bank transfer
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How can I pay by iDeal?
To pay for your transfer with iDeal: - Select iDeal as your payment method. - We’ll securely redirect you to iDeal. - Enter your details and confirm payment. You will ...
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Paying by instant bank transfer
To pay for your transfer using instant bank transfer: - Select 'Instant bank transfer' as your payment method. - Choose your bank from the list. - We'll redirect you t...
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Paying by Interac e-Transfer
To pay for your transfer with Interac e-Transfer: Select e-Transfer as your payment method. Check your email for your e-Transfer request. Accept the request and log i...
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I cannot pay for a transfer from my EUR bank account.
To pay by bank transfer in EUR, please use our bank details shown below: Payee name: Azimo IBAN: IE91 MODR 9903 5500 1362 20 BIC: MODRIE22XXX Address: 77 Sir John Rog...
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Paying by Trustly
Trustly lets you make secure and simple payments directly from your bank account. Unlike a manual bank transfer, there’s no need to remember any bank details. To p...
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Paying by regular bank transfer
After setting up your transfer, pay directly through your bank within the next 12 hours. You can pay by bank transfer: Online, through your online banking. On the pho...
Cash pick-up
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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...
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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...
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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
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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
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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...
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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.
Receiving transfers
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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.
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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...
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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...
Transfer verification
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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.
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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 documents, w...
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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...
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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 kyc@azimo.com and our team will upload them for you.
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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...
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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...