After the payment
When will my payment arrive?
PagoFX payments can arrive as fast as within minutes, if sent on a business day before cut-off time and for certain destinations. We process transactions the same day, unless the transaction is submitted after the cut-off point (which means after a given time, your payment will be processed the next business day). Cut-off points vary depending on the currency you are sending.
The mobile app or website will tell you when the payment should reach the recipient before you complete the transaction.
Our cut-off times for sending money abroad from the UK are as follows (UK time):
- 8:30 am for BGN and HRK
- 9:00 am for CZK, RON and HUF
- 9:30 am for PLN and TRY
- 10:30 am for CHF, SEK, NOK and DKK
- 2:00 pm for ILS, QAR, BHD, KWD and SAR
- 2:30 pm for EUR
- 4:30 pm for USD
Sometimes, the recipient’s bank will have their own security process that your payment need to go through before it reaches your recipient. In some instances, this may delay your payment.
What do I do if I have any questions about my payment?
A dedicated customer support will be available for your enquiries.
If you want an update about your payment status, our customer support team will be happy to assist you. Simply tap ‘Chat’ on the mobile app or website and we can help answer any of your queries. You can also send an email to email@example.com.Our support team are available from 9:00am to 6:00pm (UK time), Monday through Sunday including bank holidays.
What happens if my payment can’t be completed?
If for any reason we can’t complete your payment, you’ll get a refund on the amount you were debited, unless we are required to comply with our legal obligations. Please chat with a member of our customer support team and they’ll provide you with more information as to why the payment could not be completed.
Why has my recipient not received my transfer?
We’ll do everything we can to make sure your payment arrives when expected but sometimes they can be held up. This could be for a number of reasons, including:
- We need more information from you before we can send your payment.
- We need more information from the recipient.
- You sent the payment over a weekend or bank holiday.
- There’s a technical issue with the recipient bank.
If you get in touch with us via Chat, we’ll be happy to give you more information about specific payments. You can also email us at firstname.lastname@example.org.
What if I enter my recipient’s details incorrectly?
Unfortunately, we can’t guarantee that your money will reach the right person if you enter the recipient’s details incorrectly. So, it’s best to double check the details of your payment before you press send. If you think you may have made a mistake, please get in touch with our support team via our live in-app chat or web chat or email email@example.com as soon as possible and we’ll do everything we can to help you. Our support team are available from 9:00am to 6:00pm (UK time), Monday through Sunday including bank holidays.
Will I get all of my money back if a payment is returned?
If you enter any detail incorrectly, this can lead to your payment being returned, but we may not be able to give you a full refund. In the majority of these cases, we will refund your payment minus the fee.
How long does it take to get my payment refunded?
Certain countries and banks have different turn-around times to return payments, so we can’t estimate how long their process will take. However, once the recipient has returned the payment and we receive money from their bank, your payment will be refunded to your debit card within 2 working days.
Can you give me a receipt for my payment?
Yes, it’s easy. You’ll just need to tap on any payment from the ‘Home’ screen on the mobile app or the website and hit the ‘Need a receipt?’ button to generate a PDF of your receipt.
Where can I find my payment history?
On the mobile app, you’ll see all of your past and current payments via the ‘Home’ button at the bottom of the screen.
On the website, simply visit ‘My Account’ and click on your ‘Payments’ tab.
How do I cancel a payment?
Get in touch with us via our live chat on the mobile app or web or email us at firstname.lastname@example.org as soon as possible and we’ll do everything we can to help stop the payment and refund you the original amount. However, once a payment has gone through, it might be too late in the process to cancel. Our support team are available from 9:00am to 6:00pm (UK time), Monday through Sunday including bank holidays.