My transfers

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 (Why do I need to provide additional documents?) or if you send money over the weekend or on public holidays.

A Transfer ID is a unique number given to every money transfer you make, to help you keep track of it.

It also 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.

In order to cancel a transfer, please contact our Customer Support team as soon as possible.

As some transfers can go through in as little as a few minutes, please note that if your transfer has already been completed, it will not be able to be cancelled.

Transfers that were not paid are automatically cancelled after a few days.

You can easily contact us by going here.

Azimo lets you keep track of your transfer every step of the way.

On our app, you can always check your transfer status in the “History” tab on the bottom of your screen.

If you’re using our website, simply log in to your Azimo dashboard and check the status of your transfer from there.

Once your transfer is completed, you will receive an email confirming that it has reached your recipient’s bank, or has been collected, in the case of cash pick-up. The status of your transfer will also change in your transfer history.

If you have any questions about the completion of your transfer, please contact our Customer Support team.

When you see “Transfer completed” this means that we have successfully delivered your transfer to your recipient’s bank. Their bank will then process the transfer and pay it into your recipient’s account. For most transfers, this usually happens within 24 hours.

If the money is still not in the recipient’s account after 3 working days, please get in contact with our Customer Service team, who will be more than happy to help you.

If you accidentally send us two bank payments for the same transfer, please get in contact with our Customer Support team as soon as possible.

We will then refund you for the second payment, which usually reaches your account in 2-5 working days.

• We did not receive any payment for the transfer
• We did not receive the required documents
• Incorrect recipient details
• Your recipient did not pick up the transfer (in the case of Cash pick-up)
• Operational reasons outside of our control

If none of these reasons apply to your cancelled transfer, please get in contact with our Customer Support team who will check it for you.

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 details in your account, to make sure the next transfer will go through.

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 account dashboard and clicking “Transfers”.

The maximum sending amounts for card payments are:
6,000 GBP
6,500 EUR
7,500 CHF
64,000 NOK
68,500 SEK
50,000 DKK

Currently, we do not accept prepaid cards.

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 transfer instead. Please note paying with a bank transfer is not available in Sweden, Norway, Denmark and Switzerland.

For more information on why card payments are rejected, please go here.

Your card might have been rejected for a few reasons. It could be rejected by either your bank or by Azimo due to:

• Incorrect details
  Please always double check that your card details are entered correctly.
• Bank security check
  Your bank may have rejected it for security reasons, especially if it was an unexpected payment. Please get in touch with your bank to let them know that you are trying to send money with Azimo.
• Unsupported cards
  Azimo does not accept prepaid cards or corporate cards for personal accounts.
• The card belongs to someone else
  Please make sure that you are using your own card, so that the name on the card matches the name on your Azimo account.
• The card was used on another Azimo account
  As you can only have one account per person, the same card can’t be use across multiple accounts

When setting up a transfer, choose “Pay by bank transfer” as your payment method.

Azimo’s bank details will then be shown on the confirmation page, and we’ll also email them to you.

When setting up a transfer, choose “SOFORT” as your payment method and then select your bank.

You’ll then be redirected to the login page of SOFORT’s secure payment form, where you can log in with your own online banking details. Please confirm the payment, and you’ll be redirected back to the Azimo transfer page.

Please note that SOFORT is only available when sending 500 EUR or less and is only available when sending from Germany and Austria.

If you pay us by a bank transfer it usually reaches our account within 12 hours if paying in GBP, or 48 hours for EUR payments.

This is why you might still see “Payment needed”. Your money is safely on its way, it just might not have reached our account yet. Once we have received your payment, we will immediately process your transfer and notify you via email or push notification.

Please note that it may take longer to process the transfer on weekends and public holidays.

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.

• Valid photo ID that shows their full name and matches the details you entered
• Pick-up reference number, which they will receive by email or that you can share with them directly through our “Share transfer status” feature

Since our local partners process cash-pick up transfers locally on our behalf, they might not know the name Azimo.

Please remember to bring your photo ID, the pick-up reference number and the name of the local partner, which you can find in the emails or your transfer history.

If you’re still having issues, please get in contact with our Customer Support team.

• The pick-up reference number provided to the agent is correct
• Your recipient’s photo ID matches the name on the transfer
• Your recipient is at the correct cash pick-up location.

It’s possible that the pick-up reference number hasn’t been generated yet. If you don’t receive a reference number within the expected delivery time, please ask the sender to contact our Customer Support team.

Please note that for security reasons, we can only provide transfer details to the sender.

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 your account. For most transfers, this usually happens within 24 hours.

If this doesn’t happen within the expected delivery time, please ask the sender to contact our Customer Support team.

Please note that for security reasons, we can only provide transfer details to the sender.

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 everything is correct and there’s still an issue, please ask your sender to contact our Customer Support team, and they will able to arrange phone assistance for you.

Verifying your Proof of Identity is a quick and simple process that helps us keep your money secure by verifying that it’s actually you sending the money.We only request documents when they are required to process a specific transfer and in most cases it only takes a few hours to be approved.

To verify your identity, all you have to do is provide one of the following:

• Passport
• Full driving license (not a provisional license)
• National ID card
• Residence permits (from France, Spain and Germany only)

Please make sure these documents are in colour, are in .jpg format, are less than 3.7MB and include the following information:

• Your first and last name
• Date of birth
• A clear picture of you
• Expiry date
• Document number

If your Proof of Identity document it was rejected, please check the following:

• All of the details are clearly visible and the picture is not blurry
• The picture is not in black and white
• The document has not expired
• The information on your document matches the details in your Azimo account

Your documents are always safe with us - we will never share them with any external companies.

Verifying your Proof of Funds is a quick and simple process that helps ensure the safety of your transfer further. We only request documents when they are required to process a specific transfer and in most cases it only takes a few hours to be approved.

All you have to do is upload one of the following to verify your funds:

• Bank statement/screenshot from your online banking
• Payslip
• Credit card statement
• Tax rebate receipt
• House sale receipt or car sale receipt
• Inland revenue payment slip
• Bank loan documents (including mortgages)

Please make sure these documents are in .jpg format and are not older than 3 months.

If the document is a bank statement or credit card statement, it should include the following information:

• Your first and last name
• Account number
• Balance of the account (it should cover the amount you want to send with us)
• Date of issue
• A logo or clear name of the bank
• History of the recent transactions of the account

• Your first and last name
• Amount received (it should cover the amount you want to send with us)
• Date of issue
• A logo or clear name of the company or authority which issued your document

If you have uploaded a Proof of Funds document but it was rejected, please check the following and then re-upload the document:

• All of the details are clearly visible and the picture is not blurry
• The document is not older than 3 months
• The information on your document matches the details in your Azimo account

Your documents are always safe with us - we will never share them with any third parties or other companies.

Verifying your Proof of Address is a quick and simple process that helps us keep your money secure by verifying that it’s actually you sending the money.

We only request documents when they are required to process a specific transfer and in most cases it only takes a few hours to be approved.

• Electricity, water or gas bills
• Official letters from a government or local authority
• Bank statements

• Your first and last name
• Address
• Date of issue
• A logo or clear name of the sender
• The type of document (utility bill, bank statement, etc.)

• All of the details are clearly visible and the picture is not blurry
• The document is not older than 3 months
• The information on your document matches the details in your Azimo account

Your documents are always safe with us - we will never share them with any third parties or other companies.

The verification process normally takes a few working hours.

Please note that it may take longer during the weekend or public holidays, as our Compliance team doesn’t operate at these times.