My transfers

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 transfer.
3. Click the arrow icon to download the receipt as a pdf.

We will update you on your transfer by email.

Please contact us if you do not receive an email within 24 hours.

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 verification

To keep your money safe, we ask some customers for additional information. Once we’ve verified your identity, we’ll email to confirm and process your transfer as usual.

2. Banking hours

Your delivery speed will depend on your recipient's bank. For instance, some banks don't process payments during weekends, holidays or out of business hours.

3. Recipient details

Double check that your recipient's details are accurate and up-to-date - incorrect information can slow the process. If you spot a mistake, contact us right away.

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 or web – it only takes a few seconds.

Please note, delivery times are approximate from the time we receive payment – some payment methods are quicker than others.

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 so we can investigate.

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 works for you.

If you experience same issue on a different device, please send us a screenshot of the error and our support team will resolve it.

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.

If your transfer was cancelled, it's usually due to one of the following reasons:

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

In which case, you should have received an email with further details about your cancellation and refund – please check your spam filter.

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.

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.

Alternatively you can send a recent bank statement to our team and we will check the payment for you.

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.

Alternatively you can send a recent bank statement to our team and we will check the payment for you.

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 information.

Otherwise you can try a different card or an alternative payment method.

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 contact our support team.

We only accept debit/credit cards from Visa and Mastercard, issued in the EEA, Canada and Australia.

Your card must have:

• 16 digits
• Expiry date
• CVV code.

We do not accept prepaid cards and only some N26 cards.

We can only accept corporate cards for Azimo Business accounts.

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.

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 be redirected to Azimo once you confirm.

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 to online banking.

- Confirm payment directly from your account.

Azimo will receive the money within minutes. Once approved, we’ll process your transfer immediately.

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 in to your online banking.

- Confirm the payment directly from your account.

Please approve the payment within 48 hours.

Once approved, we’ll process your transfer immediately.

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 Rogerson’s Quay, Dublin 2, D02 NP08

In most cases you should be able to enter our IBAN as usual. But in some instances you may need to select a SEPA (or Single Euro Payments Area) bank transfer before you can enter our IBAN. 

The transfer shouldn’t cost you more than a local transfer, but some banks, mainly in Italy and Spain, still charge extra.

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 pay for your transfer with Trustly:

• Select Trustly as your payment method. 
• We’ll securely redirect you to Trustly to select your bank.
• Log into your online bank through Trustly and select your account.
• Confirm the payment directly from your online banking account. 

Azimo will receive the money within minutes. Once approved, we’ll process your transfer immediately. It’s that simple. 

Why was my Trustly payment declined?

If your payment is declined, we recommend that you contact your bank directly. They should be able to share the reason why it was declined and the fastest way to resolve it.

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 phone, by calling your bank.
• In person, at your local bank branch.

Please use the Azimo bank details on your transfer status page and include the reference number.

Cash pick-up transfers must be collected within 30 days.

Any longer and the transfer will be cancelled and refunded minus the transfer fee.

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.

Once the transfer is available, your recipient will need to provide the following:

1. Matching photo ID (valid forms include national ID, passport, driver’s license).

2. Pick-up reference number (which you will receive by email).

In some cases your recipient will need to provide the name of our local partner – see email or transfer history for details.

The pick-up location may not recognise the name Azimo.

In which case, your recipient should provide a matching photo ID, pick-up reference number and the name of our local partner – see emails or transfer history for details.

Before you contact us, check the following:

1. Your recipient has provided the correct reference number.

2. Your recipient’s photo ID is valid and matches the name on the transfer.

3. Your recipient visited the correct cash pick-up location.

If you need to change the name of your recipient, please contact us immediately.

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.

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.

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.

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, we may need to cancel and refund your transfer.

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 identity, proof of funds or proof of address.

The request will depend on the nature of the transfer, so we cannot advise customers in advance whether documents will be needed.

If you've been asked to provide a document, you can upload them securely using this link.

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.

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 documents we request will relate to one or more of the following:

• Proof of Identity.
• Proof of Funds.
• Proof of Address.

You can securely upload requested documents here.

For more further information, see our terms and conditions.

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/provisional driving license.
• EU member state/Australia/Colombia ID card with photo.
• State ID card with expiry date and latin translation visible.
• 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.