Our frequently asked questions should help you if you get stuck, but if you can’t find the answers you need please get in touch on +44(0)1736 335 256 or [email protected] and we'll be happy to help.
No, you’ll receive exactly the same rate whether you decide to make a transfer online or over the phone with the help of your Account Manager.
We’re committed to making our service as safe and secure as possible.
Our website is encrypted with SSL security.
There are two levels of security – a password and a “two step login” requiring the entry of a PIN sent to your mobile phone via SMS.
Your account is connected to our automatic notification system. When you make or receive a payment, you can opt-in to receive an SMS confirmation. This is can be set up in the ‘Profile’ section.
Passwords are always stored in an encrypted state.
Your username is the email address you registered with.
Please use the “Forgotten your login details” link on the Login page to reset your password.
Please check both the email address and password you’re entering are correct. If you’re unsure whether your password is correct you can reset it by using the “Forgotten your login details” link on the Login page.
If incorrect login credentials are submitted too frequently, the account will be locked for security reasons. Please give us a call if you need to unlock your account.
Wait a further 5 minutes to see if the SMS arrives. If it doesn’t, use the “Send me a new PIN” link to request a new PIN. If you still haven’t received the PIN via SMS within 10 minutes please contact us.
Please call us to update the mobile number on record to a temporary number. Usual security checks apply.
Please call us to update the mobile number on record to a new or temporary number. Usual security checks apply.
The PIN numbers sent via SMS expire after 1 hour. Please request a new PIN using the “Send me a new PIN” link. If it still doesn’t work please contact us.
You can change your password by updating it in the ‘Profile’ section once logged in. Alternatively, you can change your password by using the “Forgotten your login details” link on the login page.
Passwords expire after 90 days and have to be updated for security reasons.
Our online system currently only allows one set of log in details for each registered client.
The online system doesn’t currently support dual payment authorisation.
You can update your mobile number in your Profile.
You can update your phone number in your Profile.
You can update your SMS notification preference in your Profile.
You can change your password in your Profile, or you can reset it via the login page using the “Forgotten you login details” link.
You can view your business and account information on your Profile. Some details can be edited online, but for others you’ll need to give us a call and we’ll update them on your behalf.
The “Your devices” tab in your Profile shows when your account was accessed and from which IP address, browser type and operating system. It allows you to see log in activity for your account.
The minimum transfer amount applies to payments to 3rd parties and is set at £100 (or equivalent).
The maximum transfer amount applies to payments to 3rd parties and is set to £100,000 (or equivalent). Should you wish to transfer more than £100,000 (or equivalent), please contact us by phone or email.
For urgent transfers please give us a call.
Transfers can be funded by bank transfer.
The contract note can be downloaded from the Payment Confirmation page.Alternatively, the History page can be used to search for and download the details of payments.
The details for the bank account to which funds are to be transferred can be found on the payment confirmation page and also in the downloadable and printable Contract Note on the Payment Confirmation page.
If you have misplaced the bank account details please contact us by phone or email.
We have a wide range of currencies available. If you don't see the currency you need on the list, please contact us.
The “you send” amount and currency is the amount you will pay to purchase the “recipient receives” amount. The “recipient receives” amount is the amount that will be sent to the recipient.
Forward Contracts can only be booked through your Account Manager. This is because these transactions often require complex discussions on risk preferences, market movements and credit facilities.
Yes, new recipients can be added online and existing recipients can be edited. It’s also possible to delete recipients.
Please check that the currency of the payment you’re sending matches the currency of the recipient. Only recipients for the selected “Recipient receives” currency will be displayed.
Yes, new recipients can be added online and existing recipients can be edited. It’s also possible to delete recipients.
The History page shows all payments IN and OUT for the specified time period.
Payments IN represent funds transferred in to fund a payment OUT (i.e. via Bank Transfer).
Payments OUT represent payments to 3rd parties.
Payments IN can have the following statuses:
Awaiting funds – the funds have not yet been received or have been received but have not yet cleared.
Received funds – the funds have been received and cleared.
Cancelled – the payment was cancelled or reversed.
Payments OUT can have the following statuses:
Pending – the payment is awaiting funds or awaiting clearance from Compliance.
Completed – the payment has been sent to the recipient.
Cancelled – the payment was cancelled.
You can view, search and download a CSV file for any payments in or out from the History page.