Question 1

How long will it take to refund my money?

Accepted Answer

Average refund period is 2 working days for the refund amount to be credited back to you after we cancel the transaction. The payment method and provider used to make the transaction initially will also dictate how long it can take longer. These can be Card payments (Debit/Credit), Payid and Payto payments among others.

Question 2

How will I know if a transaction I made has been cancelled?

Accepted Answer

We will notify you via email as soon as the transaction is cancelled. To check the status of any transaction, you can check the transfer history of your account. It generally takes up to 2 working days for a refund to be processed and to be credited back to you after cancellation.

Question 3

Can I recall a paid transaction?

Accepted Answer

Recall of mobile money or bank transfer transactions is sometimes possible (but not always). If you have sent funds to the wrong account or entered incorrect data (for example: a mobile money account number or a different name from the recipient's Identification Document), we may attempt to recall said transaction for you. But it is always best to Contact FlexyRemit at the earliest. In case of cash pickup transfers, we cannot recall them once paid.

Question 4

How can I cancel a transaction I made?

Accepted Answer

Please contact the FlexyRemit team as soon as you intend to make a cancellation. If a transaction has already been paid out, we may not be able to refund the amount.

Question 5

Why is it not possible to guarantee recalls?

Accepted Answer

It is necessary for us to contact the recipient for authorization to debit them. Additional compulsory steps include the recipient's consent to the recall and the balance/funds to cover the entire recall.

Question 6

Why am I waiting longer than expected for my transfer?

Accepted Answer

Transfer times vary depending on how you are sending money. Your transfer could be delayed if you have not updated your details as we need to verify all customer information. Make sure to double check that the information you have entered is correct before initiating the transaction as you will not be able to change it later. If you are not able to see the status of your transaction, Contact Us.

Question 7

Which Countries can I send money to?

Accepted Answer

FlexyRemit enables customers to feel the comforts of flexible remittance to over 23 countries in the world. The transfer depends on the Country chosen and the modes of payment available. FlexyRemit services depend on the recipient's country of residence in Africa, and/or Asia. To send funds, get started now.

Question 8

How can I change or update the name on my account?

Accepted Answer

Your FlexyRemit account should have your full legal name the way it appears on your government issued like your Passport, Driving License or ImmiCard. After your ID is verified you can not change your ID details, you can only update your Mobile number, to do that go to My profile then edit your mobile number. Contact us if you need help or you have incorrectly entered your personal details during the registration.

Question 9

How do I track my money?

Accepted Answer

Once your money has been sent, we will notify you at every stage of the process, so you exactly know where the money is. The information is always available to you if you Sign in and look under the 'My transactions' section. Please wait for confirmation from us if you initiated the transaction within the last hour. Your transfer could be delayed if you have not updated your details as we need to verify all customer information.

Question 10

Am I able to make multiple FlexyRemit accounts?

Accepted Answer

Only one account per customer is permissible.

Question 11

How can I change or update the date of birth (D.O.B) on my account?

Accepted Answer

Your FlexyRemit account should have the correct D.O.B the way it appears on your government issued like your Passport, Driving License or ImmCard. Contact us if you have incorrectly entered your D.O.B during the registration.

Question 12

How can I change my contact number and/or residential address on my account?

Accepted Answer

The address provided to us on your FlexyRemit account MUST be your complete address of residence. If you want to change either or both your home address or contact number, log into the FlexyRemit app or website on any device and go to 'My Details'. Contact us if you do not have access to the contact number initially provided.

Question 13

How can I update or change the email address on my account?

Accepted Answer

If you want to change your personal details, log into the FlexyRemit app or website on any device and go to 'My Details'. Please note that you can not change your email address which is your username as well. Contact us if you are unable to do so.

Question 14

What is Refer a Friend?

Accepted Answer

Create a Unique Referral Code and share with your friends. 1. Your friend will then sign up to FlexyRemit with your Unique referral Code. 2. They will use FlexyRemit to send the qualifying/specified amount. 3. Once they send money, you both receive a referral reward.

Question 15

When will I get my unique referral code?

Accepted Answer

After you have made an account with us and sent your first transaction, you will get a unique referral code via email within 14 days. The code will also be visible in your 'My Account' section. You can then share the code to refer your friends. Please be reminded that your friends will need to enter your code while signing up to the website for their own FlexyRemit account. You will both then receive the referral reward after they have made a qualifying transaction on FlexyRemit.

Question 16

Do you charge fees for payments or wire transfers?

Accepted Answer

Transactions will incur a fee depending on the amount and currency you are transacting in. However, we do not charge you Sign Up fees or Fees for receiving Money.

Question 17

How do I know FlexyRemit is safe?

Accepted Answer

FlexyRemit ACN 644346627 is regulated by the Australian Securities and Investments Commission (ASIC). It is a registered as Independent Remittance Provider with the Australian Transaction Reports and Analysis Centre (AUSTRAC).

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