Responsible transfers with clear checks
Understand why we verify customers, review transfers and sometimes ask for additional information.
Why we verify your identity
Identity checks help establish who is using the service and reduce the risk of misuse. During registration or later reviews, we may request identity documents, address information or other supporting details. Provide accurate information and keep your account details up to date.
Understand our eligibility requirements →Understanding your transfer
We may ask about your relationship with the beneficiary, the purpose of the transfer and where the funds came from. Supporting evidence may be required depending on the circumstances.
Financial crime prevention
Our compliance processes include customer verification, sanctions and politically exposed person checks, transaction reviews and reporting where required by law. A request for more information does not necessarily mean you have done anything wrong. It may be needed to complete a review or process your transfer.
When a transfer needs further review
We may delay, decline or restrict a transfer, beneficiary or account where reasonably necessary to address legal requirements, fraud concerns or other risks under our policies and Terms and Conditions. We will provide information where we can, although legal restrictions may limit what we can disclose. Receiving banks and wallet providers may also conduct their own checks, which can affect delivery.
Read our Terms and Conditions →Your role in account security
Use a strong, unique password. Keep access to your email account and phone secure, sign out on shared devices and check beneficiary details before confirming each transfer. If you notice an unfamiliar transaction or suspect someone has accessed your account, contact us immediately.
Report suspicious activity →Privacy and personal information
Identity verification and transfer processing require personal information. Our Privacy Policy explains how information is collected, used and disclosed, including relevant overseas disclosures, and how to raise a privacy concern.
Read our Privacy Policy →Questions about a review or restriction
Contact us with your customer or transaction reference. If you are dissatisfied with our response, you can raise a complaint through our published complaints process.
Contact support → Make a complaint →Fraud awareness
Know the warning signs before you send money. Learn how to verify a payment request and what to do if something feels wrong.
Visit Fraud Awareness →