We do everything we can to keep you and your money safe.
To comply with industry regulations, we review accounts and transfers to ensure they meet our security requirements. In some cases, reviews may result in transfers being cancelled or accounts being closed.
If your account has been closed, you can appeal the decision. However, please note that submitting an appeal does not guarantee that your account will be reopened.
Before you appeal, we recommend reviewing our help article, which explains why accounts may be closed in more detail.
How to make your appeal
Please complete the form at the link below to make an appeal.
You’ll be asked to provide information such as:
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Your relationship to the recipient
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The reason for your transfer
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Whether you plan to send money to this person again
- The countries you expect to send money to in the future
What happens next?
We typically review appeals within 72 hours, and often sooner, though it may take a little longer during busy periods.
Our team looks at appeals in the order they’re received, which means that submitting multiple appeals won't expedite your account review. While we can’t provide updates during the review or speed up the process, please be assured we’ll get back to you as quickly as we can.
We appreciate your patience during the appeal process.