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.

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

    “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 hours.

    Delivery can take longer on bank holidays and weekends.

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

  • 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.

  • 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 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.

     

     

  • 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 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.

Troubleshooting

  • 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 so we can investigate.

  • 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 works for you.

  • 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.

  • 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?

    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.

  • 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.

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.

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

  • 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.

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

  • 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 information.

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

  • 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 contact our support team.

  • Paying by card

    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.

     

     

  • 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.

Paying by bank transfer

  • 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 be redirected to Azimo once you confirm.

  • 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 to online banking.

    - Confirm payment directly from your account.

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

  • 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 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.

  • 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 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.

  • 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 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.



  • 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 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

  • How long will the transfer be available for collection?

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

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

  • 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.

  • How to collect the money?

    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 local branch doesn't recognise Azimo.

    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.

  • My recipient can't collect the money

    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.

  • 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

  • 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 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.

  • 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 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.

Transfer verification

  • 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 documents, we may need to cancel and refund your transfer.

  • 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 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.

  • 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.

  • 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 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:

    You can securely upload requested documents here.

    For more further information, see 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/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.