Active transfers

  • Can I cancel my transfer?

    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.

  • How can I view the status of my transfer?

    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.

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

    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.

  • How long will my transfer take?

    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.

  • What is a Transfer ID?

    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.

  • How will I know when my transfer is completed?

    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.

Troubleshooting

  • What happens if I send two bank payments?

    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.

  • What should I do when my transfer is cancelled?
    There are a few reasons why your transfer might have been cancelled.
    • 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
    Sometimes people might try and make multiple transfers, but end up paying for only one of them. Please always check your transfer history to see if the cancelled transfer might be a duplicate transfer.

    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.

  • 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

  • What cards does Azimo accept?
    We accept personal debit and credit cards in all countries that we send money from. 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 maximum sending amounts for card payments are:
    12,000 GBP
    13,500 EUR
    16,000 CHF
    130,000 NOK
    140,000 SEK
    100,000 DKK

    Currently, we do not accept prepaid cards.

  • 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?

    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.

  • 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 500 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 pick up the money from the agent?
    If your recipient can’t pick up the money, please make sure that:
    • 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.
    If the name provided on the transfer is incorrect, please get in touch with our Customer Support team as soon as possible.
  • 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?
    Sometimes, depending on the amount you’re sending and the recipient’s country, we need to ask you for a few more details. This is due to our Know Your Customer (KYC) Policy, which is a standard safety procedure across financial services in the EU and the UK. It helps us keep your money secure by verifying that it’s actually you sending the money.
  • Help with documents for Proof of Identity (POI)

    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.

  • Help with documents for Proof of Funds (POF)

    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

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

    • 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.

  • Help with documents for Proof of Address (POA)

    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.

    To verify your address, all you have to do is provide one of the following:
    • Electricity, water or gas bills
    • Official letters from a government or local authority
    • Bank statements
    Please make sure these documents are in .jpg or .pdf format, are less than 50MB, are not older than 3 months and include the following information:
    • 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.)
    If you have uploaded a Proof of Address 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.

  • How long does the verification process take?

    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.