Active transfers

  • 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 their receiving bank. If you wish to request a cancellation:

    Using the Azimo app

    1. Navigate to your transfer status via the Activity tab. 
    2. Tap the question mark in the top right corner of the transfer status. 
    3. Tap the “Request cancellation” button and follow the on-screen instructions. 

    If this option is unavailable in your version of the app, please contact the customer support team.

    Using the Azimo website

    1. Navigate to the Azimo.com support centre.
    2. Click the “contact us” button at the bottom of the page. 
    3. Send us a message with the transfer ID and the details of your cancellation request. 

    Our team will then review your request and let you know if cancellation is possible. If successful, the cancellation process takes 24 hours. A refund will then be initiated.

    Refunds take up to five working days, depending on the speed of your bank. Card payments are refunded within 48 hours, though this can take longer during bank holidays and weekends.

  • How can I view the status of my transfer?

    Your recent transfers will appear on the home screen of the Azimo website or app after you log in. Tap the relevant transfer to see its status.

    You will also receive updates by email, including a notification that the transfer has been delivered successfully.

  • Why does the status say “Transfer completed”, but the money isn’t in my recipient’s account?

    When you see the status “transfer completed”, it means that we’ve handed over the money to your recipient’s bank. Most banks credit the money to the receiving account quite quickly, but some take up to 24 hours. Your recipient will need to contact their bank for further information.

    Occasionally the receiving bank rejects the transfer after we’ve handed over the money. This usually happens if there is a mistake in the bank details the sender entered. We will contact you as soon as we are notified about the rejection by the receiving bank. This can take several business days, depending on the speed of the bank.

    If your transfer has not been delivered within three business days and you have not heard from us, please contact us via our support centre.

  • How long will my transfer take?

    Your delivery time depends on the country and delivery method that you choose. You can check this by using the “Check rate” button on the Azimo homepage, or the “New transfer” button on the homescreen of the Azimo app. Delivery can take slightly longer on bank holidays and weekends.

    Please note that we can’t start your transfer until we receive payment. If you pay by card, your transfer will start immediately. If you pay by bank transfer in the UK, please allow up to four hours for the payment to reach us. If you pay by bank transfer in the EU, please allow up to 48 hours for the payment to reach us. For faster transfers, always pay by card. 

    To keep your money safe, we are occasionally required by law to ask you for supporting documents, such as proof of your identity. If this happens, your transfer may be slightly delayed. Document requests will be sent to your email address and via the Azimo app, and the verification process normally takes a couple of hours.

  • What is a Transfer ID?

    A transfer ID is a unique six-character code that is used to identify and track your transfer. It consists of numbers and letters. You can find your transfer ID in your transfer history on the Azimo website or app, and in emails that you’ve received from us.

    If you need to contact customer support about a transfer, make sure to have the transfer ID to hand.

  • How will I know when my transfer is completed?

    You can check the status of your transfer by logging into the Azimo website or app. You will see the status on the home screen after you log in.

    You will also receive an email when the transfer has been paid out to your recipient, and a push notification if you have them enabled. You can enable push notifications in the settings section of the Azimo app. Tap the icon in the top right corner of the home screen to find the settings section.

    Please bear in mind that delivery times vary depending on your chosen country and delivery method. You can check this by using the “Check rate” button on the Azimo homepage, or the “New transfer” button on the homescreen of the Azimo app.

    If you still need help, you can contact us via the support centre.

Troubleshooting

  • 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 can refund you for the duplicate payment. When you contact us, please provide the bank account number that your payments came from. This will help us to find your transfer quickly.

    Refunds usually reach your account within two-five working days, depending on the speed of your bank.

  • Why was my transfer cancelled?

    Your transfer might be cancelled for the following reasons:

    1. Transfer expired. Unsuccessful card payments will expire in 24 hours. Unpaid bank transfers will expire in five days.
    2. Payment rejected by your bank.
    3. Payment rejected by Azimo.
    4. Payment rejected by third party in the receiving country.

    In these cases, you will receive an email with further details of the cancellation and your refund. Please check your spam filter if you have not received one within 24 hours. 

    Refunds take up to five working days, depending on the speed of your bank. Card payments are refunded within 48 hours, though this can take longer during bank holidays and weekends.

    If it’s possible to resend the money without setting up another transfer, we will let you know by email.

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

  • 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 little longer, as we’ll be looking for it manually.
  • 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 account dashboard and clicking “Transfers”.

Paying by card

  • Which payment cards does Azimo accept?

    We only accept debit/credit cards from Visa, Mastercard and Maestro, issued in the EEA. The card must have 16 digits, an expiry date and a CVV code. The maximum amount you can send when paying by card is 12,000 GBP or the local currency equivalent.

    Please make sure to enter the cardholder details exactly as they appear on your card/bank account. Sometimes card payments are rejected by your bank. For more information on this, please see: Why was my card rejected?

    We do not accept prepaid cards, and we only accept corporate cards on Azimo Business accounts.

    N26 cards

    Some N26 cards don't work with Azimo because N26 uses/recycles old US American credit card numbers. Because we don't currently send from the United States, we cannot accept payments from cards with those numbers. If your N26 card is not working, please try using a different card or payment method.

  • 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 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.

  • Why has my card been rejected?

    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

Paying by bank transfer

  • How do I pay by a bank transfer?

    After setting up your Azimo transfer, you’ll need to transfer the full amount from your own bank account into our bank account. You can do this through online banking, calling your bank, or visiting your bank in person.

    Please use the Azimo bank details on your transfer status page and include the reference number. To find your transfer status and reference number, log into the Azimo app or website and select the relevant transfer on your home screen.

    Remember, you must send money from an account in your name within the next 12 hours.

  • How do I pay using SOFORT?

    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 999 EUR or less and is only available when sending from Germany and Austria.

  • How will I know if my bank transfer payment to Azimo was successful?
    Payments by bank transfer normally reach our account within 12 hours if paying in GBP, or 48 hours for EUR payments. Once received, we’ll immediately process your transfer and notify you.
  • Why does the status say “Payment needed”, even though I have already paid?

    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.

  • Important information to know when using a joint account
    If you’re paying with a bank deposit from a joint account, please note that our team might contact you to ask for additional information to confirm that you are allowed to use the account. It can simply be a picture of your bank statement with your name clearly displayed alongside the account number.

Cash pick-up

  • What is cash pick-up?

    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.

  • What information should my recipient bring when picking up the transfer?
    To collect a transfer, your recipient will need:
    • 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
    Please note that in some cases your recipient might need to provide the name of our local partner when picking up the transfer. You can find the name in the emails or your transfer history.
  • What should I do if the pick-up location has said they don’t know Azimo?

    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.

  • Why can’t my recipient collect the money from the pick-up location?

    If your recipient can’t collect the money, please make sure that:

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

    If you need to amend the name of the recipient, please contact us via the support centre to tell us the correct name and the reason for the change.

  • Will my recipient be charged when collecting cash?
    Your recipient will not be charged by Azimo or any of our local partners when collecting their cash.

Receiving transfers

Transfer verification

  • Why do I need to provide additional documents?

    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 if they have been sending money with us for a long time. We work hard to make the process as fast and straightforward as possible.

    More information about some of the documents we might ask you for:

    You can securely upload requested documents here.

    You can find further information about document verification in our terms and conditions.

  • 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 documents when they are required to process a specific transfer. In most cases, verification only takes a few hours.

    To verify your identity, please provide one of the following:

    • Passport.
    • Driving licence.
    • National ID card.
    • Residence permit (from European Economic Area (EEA) and Switzerland).

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

    • Your first and last name, as it appears on your Azimo account. If the name is different, please contact us via the support centre with a short explanation.
    • Date of birth.
    • A clear picture of you.
    • Expiry date.
    • Document number.
    • Any watermarks.

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

    • All of the details are clearly visible and the picture is not blurry.
    • The image is of a physical document, not of a document on the screen of another device.
    • The picture is not in black and white.
    • The document has not expired.
    • The information on your document matches the details of your Azimo account.
    • Any watermarks are visible.

    You can securely upload any requested documents here

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

  • Help with documents for Proof of Funds (POF)

    As a regulated financial services organisation, we are sometimes required to verify certain data about you, your recipients and your transfers. We only request documents when they are required to process a specific transfer. In most cases, verification takes no more than a few hours.

    Please upload one of the following documents 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, are less than 5MB in size and are no more than three months old.

    If the document is a bank 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.

    If the document is not a bank statement, it should include the following information:

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

    If your proof of funds document was rejected, please confirm the following and then try again:

    • All of the details are clearly visible and the picture is not blurry.
    • The image is of a physical document, not of a document on the screen of another device.
    • The document is no more than three months old.
    • The information on your document matches the details in your Azimo account.
    • Any watermarks are visible.

    You can securely upload any requested documents here

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

  • Help with documents for Proof of Address (POA)

    As a regulated financial services organisation, we are sometimes required to verify certain data about you, your recipients and your transfers. We only request documents when they are required to process a specific transfer. In most cases verification takes only a few hours.

    To verify your address, please provide one of the following:

    • Phone, electricity, water or gas bills.
    • Official letters from a government or local authority.
    • Bank statements.

    Please make sure these documents are in .jpg format, are less than 5MB in size, are no more than three months old, and include the following information:

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

    If your Proof of Address document was rejected, please check the following and then try again:

    • All of the details are clearly visible and the picture is not blurry.
    • The image is of a physical document, not of a document on the screen of another device.
    • The document is no more than three months old.
    • The information on your document matches the details in your Azimo account.
    • Any watermarks are visible.

    You can securely upload any requested documents here

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

  • How long does the verification process take?

    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 if they have been sending money with us for a long time. We work hard to make the process as fast and straightforward as possible.

    The document verification process usually takes a few business hours, though it can take longer on weekends and holidays. We will usually contact you by email if we need further information. Remember to check your spam folder.

    You can also find outstanding document requests in the verification section of your Azimo account.

    Make sure to follow all the instructions and pay attention to the on-screen tips while uploading your document. This helps to ensure that your document is accepted, and speeds up the verification process.