Why is my Transfer Delayed?

We know that transfer delays can be frustrating. Here are some of the reasons why your transfer might be taking longer than you expected.

• Need a status update? Click on the Activity screen in the app or in your account online to track your transfer.

We need more information from you

We screen all transfers to keep your money safe. Sometimes this might mean that your transfer is slightly delayed or that we ask you to provide more information.

You don't need to do anything unless you hear from us. If we do need more information from you, we'll send you an email and your transfer status will change to Action required when you track your transfer in your account online or in the app. 

A bank needs more information from you

The recipient's bank, or another bank involved in the transfer, may need to carry out a review in order to comply with their regulations. To support this process, we might contact you on behalf of the bank and ask you to provide additional information. When you provide additional information, we'll pass it on to the requesting bank. 

• When a bank needs more information from you, we'll email you to request this 

The recipient bank is processing the transfer

If your transfer shows as being with your recipient's bank but your recipient hasn't received it yet, the money is likely being processed by their bank. This can take up to 4 days. Unfortunately it's out of our control. 
 

• Don't forget - the sender's name won't show on the recipient's bank statement. When you send money with Xe it shows as being delivered by us or by one of our partners. 

You chose a slower way to pay

Bank transfer and direct debit (ACH/EFT) are slower ways to pay for your money transfer. It can take up to 3 business days for bank transfers to reach us and for direct debit payments to clear. When we receive your money, we can start the transfer process.  

• Time sensitive transfer? The fastest way to pay is by debit or credit card

Weekends or holidays are slowing things down

Some currencies can only be transferred during business hours. Weekends, public holidays and local business hours might mean that there's a delay in the transfer reaching your recipient. 

• Try to factor in weekends, public holidays and local business hours when sending money