My transfers

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.

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.

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.

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.

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.

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.

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”.

We only accept debit/credit cards from Visa and Mastercard, 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.

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.

Payments can be rejected by either your bank or Azimo. Here are some common reasons for rejection:

Incorrect details.

Please always double-check that your card details are entered correctly, especially the name of the cardholder.

Bank decline.

Your bank may have rejected the payment, especially if it was unexpected. Please get in touch with your bank if you suspect that this is the case.

Unsupported cards.

Azimo does not accept prepaid cards or corporate cards used on personal accounts. 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 card belongs to someone else.

Please use your own card. The name on the card must match the name on your Azimo account.

The card was used on another Azimo account.

Users are requested to open only one Azimo account. As a result, cards can only be associated with one account.

What is 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. Just confirm the payment via your online banking app and we’ll do the rest. 

The process is a bit like paying with a card – only quicker and easier. Think of it like an automated bank transfer. 

Even better, there are no sign-up forms and no app downloads.

How does Trustly work?

To pay for your transfer using Trustly, simply:

• Select Trustly as your payment method. 
• We’ll securely redirect you to Trustly’s website to select your bank from the list.
• Log in to your online banking as usual.
• Complete 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. 

Can I pay by Trustly from my sending country?

With Azimo, you can pay by Trustly if you have a bank account in:

• Denmark
• Finland
• Norway
• Poland
• Sweden

Are there additional fees for paying by Trustly?

Using Trustly with Azimo is always free to use – there are no hidden fees or charges. You’ll see the total cost of sending money, as usual, when you come to set up a transfer. 

Please note, although Azimo will never charge you for a Trustly payment, some banks will. See your bank’s payment policy for more details.

Is Trustly safe?

Yes. Trustly uses the same secure encryption as banks and will never access or store information about your account.

Trustly is a licensed payment institution authorised and supervised by the Swedish Financial Supervisory Authority. Additionally, Trustly holds a European Payment Services Provider (PSP) license in accordance with the Payment Services Directive (PSD, 2007/64/EC).

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 Azimo transfer, you’ll need to send the total amount of your transfer 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.

Banks usually don’t process transfers or credit accounts during the weekends or public holidays, so in such case your payment will reach us on the next working day.

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.

Bank transfers in GBP usually reach our account within 12 hours. Bank transfers in EUR usually reach our account within 48 hours. Once we have received your payment, we will process your transfer and notify you via email or push notification.

Until your payment reaches our account, you might still see “payment needed” on your transfer status. Bank transfers in GBP usually reach our account within 12 hours. Bank transfers in EUR usually reach our account within 48 hours.

Once we have received your payment, we will process your transfer and notify you via email or push notification. If you still haven’t received a notification after the times stated above, please contact us via our support centre with the following details:

Your first name and surname.

Your bank account number or proof of payment that shows your name, account number and all the details of your payment to Azimo.

For faster transfers, you can pay by debit/credit card. That way, your transfer will start immediately.

Please note that it may take longer to process your transfer at weekends and on 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.

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.

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.

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:

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

You can securely upload requested documents here.

You can find further information about document verification in 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.
• 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.

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.

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.

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.