Help & FAQ

Help Guide

Travelex offers 24/7 online assistance for all your money transfer needs via chatbot, live chat, email support and FAQ.

• Chatbot

  WEB

  For quick help from our automated chatbot: 1. Log in to your International Money Transfer account 2. Open the Ask Adam chat window in bottom right corner 3. Select a topic that relates most to your enquiry to receive an automated answer If the answer is not what you’re looking for, see live chat steps below

  APP

  For quick help from our automated chatbot: 1. Log in to your International Money Transfer account 2. Tap the profile icon in the bottom right corner, choose support and then Chat With Us 3. Select a topic that relates most to your enquiry to receive an automated answer If the answer is not what you’re looking for, see live chat steps below

• Live Chat

  WEB

  To chat with a live agent: 1. Log in to your International Money Transfer account 2. Open the Ask Adam chat window in bottom right corner 3. Simply type in the word 'agent' 4. A representative will then be able to assist you on your money transfer enquiry

  APP

  To chat with a live agent: 1. Log in to your International Money Transfer account 2. Tap the profile icon in the bottom right corner, choose support and then Chat With Us 3. Simply type in the word 'agent' 4. A representative will then be able to assist you on your money transfer enquiry

• Email Support

  WEB

  Our support inbox support.travelex@nium.com will happily assist you with all money transfer enquiries such as: • Account issues • Payment/Receiving methods • Other general questions

  APP

  To email the support inbox: 1. Log in to your International Money Transfer account 2. Tap the profile icon in the bottom right corner 3. Choose 'Support' and then 'Email Us' A representative will reply to your enquiry within 24-48 hours

• FAQ (this page)

  WEB

  All frequently asked questions are located on this page. You can select a category on the menu.

  APP

  To access this page from your mobile: 1. Log in to your International Money Transfer account 2. Tap the profile icon in the bottom right corner 3. Choose 'Support' and then 'FAQ' You’ll be taken to this page.

About

• What is Travelex International Money Transfer?

  Travelex International Money Transfer is a remittance service that allows Japanese resident customers to send money to various countries easily through its safe and efficient process. The remittance service is provided by and wholly owned by Nium Pte Limited (“NIUM”).

• Is Travelex International Money Transfer a licensed service provider?

  The Travelex International Money Transfer remittance service is provided by NIUM, a registered legal entity and remittance provider. It is regulated in Japan by NIUM Japan Kabushiki Kaisha, NIUM’s subsidiary. NIUM Japan Kabushiki Kaisha holds Registration No: 00073 with Kanto Local Finance Bureau and is a Type 2 Funds Transfer Services Provider under the Payment Services Act (Act No. 59).

• Does Travelex International Money Transfer offer financial consultation?

  Travelex International Money Transfer does not offer personal advisory services or financial consultations and is purely an international money transfer service provider.

• Is it safe to send money through Travelex International Money Transfer?

  Travelex International Money Transfer puts the safety and security of your money first. Through an unfailing verification and transaction process, it is ensured that the money you send reaches its intended receiver safely, securely and in accordance with regulatory requirements. Moreover, the remittance service provided by NIUM provides you with complete transparency and control over your transactions.

• Is my personal information safe with Travelex International Money Transfer service?

  The protection of your data and privacy is very important to us. We assure your personal and transactional information is safe with us. To know more, please refer to NIUM’s Terms & Conditions and Privacy Notice. Privacy Notice of Travelex is also applied to you if you agree to share your personal information with them. .

Account

• How do I create a Travelex International Money Transfer serviced by NIUM account?

  Account creation is easy. Just sign up with your email ID or Google/Facebook ID, upload a photo of your identification document, a photo of your Individual Number document , submit your selfie for verification and follow the steps on the screen for liveliness check.

  Click here to create an account.

• Where can I view the data and privacy rights of consumers before opening an account?

  You can view NIUM’s Terms & Conditions, Terms of Use and Privacy Notice on the registration page while signing up.

• I signed up with the Google/Facebook option, but I cannot login. What do I do?

  On the login page, please click on the Google/Facebook option to log in again.

• Why is it important to provide all the KYC information asked upon signing up?

  Travelex International Money Transfer service is a regulated service and NIUM is a regulated entity. As per standard practice across the financial services industry, we are required to complete your identity verification in accordance with the applicable regulatory requirements in Japan.

• How important is the accuracy of details I provide to Travelex International Money Transfer serviced by NIUM?

  As NIUM is a financial institution and a provider of payments services, identity verification is very important. For this reason, when you create your account, please use your legal full name as shown on your current primary identification document (no nicknames or initials), your current accurate residential address and postal code, mobile number, and email address where you can be reached.

• What information do I need to provide to create an account on Travelex International Money Transfer serviced by NIUM?

  To create an account with Travelex International Money Transfer and initiate a transaction, you need to provide your full legal name (in English and Kanji/Katakana), your date of birth, nationality, occupation, current residential address, Individual Number and email address.
  
  You also need to upload photos of your current identification documents that fall within our list of accepted documents.
  
  Please ensure that the personal details you provide match the details on your identification document.

• What identification documents do I need to provide for verification?

  You can choose either of the verification options and submit the documents accordingly:
  
  A: Individual Number Card
  
  or
  
  B: A valid photo ID (Japan driver’s license, driving history certificate, Japan passport issued before Feb 2020, basic resident registration card, Resident card, or special permanent resident certificate) along with a valid Individual Number document (Individual Number notification card , back side of the Individual Number Card , Resident registration with Individual Number on it issued in the last 3 months.
  
  You will need to submit photos of the front and back as well as the thickness of your ID document.

• How quickly can I start transferring money?

  Account activation is subject to the successful completion of your Identity/Verification and other applicable processes. This may take a few minutes or sometimes up to 24 hours, depending on the information provided and the assessment of your documents.
  
  Once your account is successfully verified, you can start transferring money immediately. You will be notified by email when your account is ready to use or if we need additional information for verification.

• Why am I being asked to provide information/document again?

  In the event that your account registration, identity verification or onboarding was not successfully completed (these may occur due to incorrect, incomplete, inaccurate information provided OR if the photos of identification document provided were not clear or legible etc.) we may require further clarification, information or documentation. Please note in such instance we shall email you to the email address you provided at time of registration.

• How can I provide additional information raised by NIUM to complete my verification or transaction?

  After logging into Travelex International Money Transfer, you will be prompted to upload or fill the requested information. If you have further questions, feel free to send an email to: support.travelex@nium.com or connect with us through chat by clicking on Ask Adam.

• I have been asked for additional documents even after my KYC, why?

  To attend to the applicable regulatory obligations that must be attended to when providing an international money transfer service and in accordance with our Terms & Conditions, we may require further clarification/documentation from you to further assess or process your transaction request.
  Furthermore, as you continue your relationship with the Travelex International Money Transfer service, to keep your profile information up to date and current, we may request you to provide current Identification documents to update our records.

• Who can use Travelex International Money Transfer services?

  The Travelex International Money Transfer service is available to Japan Residents, Citizens and individuals of 18 years of age and over who have Individual Number and a Japan-based bank account. Approval to use the Travelex International Money Transfer Service is subject to our Terms & Conditions and verification.

• What is the meaning of Foreign Politically Exposed Person (PEP)?

  A Foreign Politically Exposed Person (PEP) is someone who holds a prominent public position or role in a foreign country. This includes a position corresponding to Head of State, Prime Minister, Minister, Chairperson of the House of Representatives, Supreme Court Judge, Ambassador, the Director of the Central bank or certain corporations approved by Diet, or former members or family members of any of these categories. A PEP is subject to strict rules for financial transactions under applicable regulations in Japan.

• Can I have multiple accounts?

  No, we do not allow an individual to have multiple accounts.

Recipient

• How do I add a recipient to my account?

  You can add a recipient when you are signing up for an account, by clicking ‘Add a recipient’ or when you log into your account, after it is verified, by clicking ‘Recipients’ or ‘Add a recipient’.

• What details do I need to provide to add a recipient?

  You need to provide your recipient’s full name, email address, contact number, your relationship with the recipient, and your recipient’s receiving country and currency.

• How do I edit a recipient?

  You can edit a recipient from ‘Recipients’ section. If any transaction is initiated for a recipient, then editing that recipient’s details is not permitted.

• How do I delete a recipient from my account?

  Once recipients are added to the list, they cannot be deleted. However, you can label recipients as ‘inactive’ through the recipients tab.

• How many recipients can I add in my Travelex International Money Transfer account?

  There is no limit on the number of recipients that you can add.

Payments

• How much does Travelex International Money Transfer charge for its money transfer service?

  Travelex International Money Transfer charges a nominal fee for its international money transfer service. The fees depend on the country the funds are being sent to and are subject to change. You can preview the fees any time via our currency converter on web or app.

• At what rate will I be able to transfer my money?

  Travelex International Money Transfer is provided by NIUM, and NIUM offers its money transfer service at low cost and at very competitive rates which are sourced from Reuters. A nominal fee is added to cover the cost of the transaction depending on the payment corridor used to fulfil the transaction. NIUM does not have any hidden charges. You may check the rates and fees when you initiate a money transfer.

• Why is it that the rates do not change on the weekends and on special days?

  The Forex market is only operational during market hours on business days in particular countries. Therefore, the rates may not update when forex markets are closed on weekends and holidays.

• Can I lock in an exchange rate with Travelex International Money Transfer?

  Typically, the exchange rate is locked in for a specific amount of time once you initiate and submit a transaction on the Travelex International Money Transfer website or app. However, if the funds are not provided within 48 hours, the transaction gets automatically cancelled. At times, the transaction may get cancelled and refunded due to compliance reasons. If you choose to initiate a new transaction, it will be subjected to the new identified exchange rate at that point in time.

• Is it possible to fund my transaction through credit card?

  Currently, NIUM does not accept credit cards for transactions.

• How do I transfer money to NIUM after submitting a transaction on Travelex International Money Transfer? / How do I pay for my money transfer submitted on Travelex International Money Transfer?

  You can make a payment to NIUM through bank transfer. NIUM’s bank account details will be available on the payment acknowledgement page once you have set up a transaction. You will also receive these details via email.

• Can I send money to NIUM through somebody I have a joint bank account with?

  Joint bank accounts do not exist in Japan, which means that every bank account has only one account holder. Hence you can’t send money to NIUM through a joint account.

• Is my money held in a segregated account?

  The money in your account with Travelex International Money Transfer is held in NIUM’s segregated account with an Authorised Deposit-Taking Institution (ADI) / Authorised Institution / Originating Depository Financial Institution / Credit Institution.

• Can I deposit cash into a NIUM’s bank account?

  No, NIUM does not accept cash deposits.

• Can I send money to NIUM through somebody else’s bank account?

  No, NIUM does not accept third party payments. Likewise, you are not allowed to send funds on behalf of somebody else.

• Can a third party pay for my transfer?

  NIUM does not accept third party payments. In accordance with the Terms & Conditions you must ensure to pay for your Travelex International Money Transfer transaction from your own individual Japan-based bank account only. If you have further questions, feel free to send an email to: support.travelex@nium.com or connect with us through chat by clicking on Ask Adam after logging in.

• How do I set up a transfer with Travelex International Money Transfer?

  Login to your account, add a recipient, enter the amount you want to send, choose the payment method, review the details, and submit a transfer. If you have any queries, please contact Customer Support via email at support.travelex@nium.com or via chat by clicking on Ask Adam after logging in.

• Which countries can I send money to?

  You can send money to the following countries with us:
  
  Asia: Bangladesh, China, Hong Kong, India, Indonesia, Malaysia, Nepal, Pakistan, Philippines, Singapore, South Korea, Sri Lanka, Thailand, Vietnam
  
  Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, United Kingdom
  
  North America: USA, Canada, Mexico
  
  Oceania: Australia

• What happens if my payment to recipient is rejected?

  NIUM will notify you via email if your transfer is rejected.

• I have sent an incorrect amount to NIUM. Can I change it?

  You can contact our Customer Support via email at support.travelex@nium.com or via chat by clicking on Ask Adam after logging in for any issues you face before we begin to process your transaction.

• How long will it take to transfer my money through NIUM?

  Typically, transfers through NIUM happen instantly or within the same day we receive your funds successfully. However, for certain countries, corridors, and payment methods it could take more than 2 business days to process a transaction.

• When will my recipient receive the payment?

  Recipients in China
  Once the transaction has been processed by NIUM, Money Express-enabled recipients will receive the payments in real-time.
  
  Recipients in other countries
  Once the transaction has been processed by NIUM, your recipient will receive the payment in a few minutes or a few days, depending on the processing time of the receiving bank.

• Can I split or share payment fees with my beneficiary?

  No, the remitter needs to pay the whole fees.

• Do you have any feature to notify the changes in FX rates and market fluctuations?

  No, we do not send notifications on FX rate changes. Please check the rates via our website here

• How can I check the status of my transfer?

  Please log into your account and click Transaction History to check the status of your transfer. You will also receive notifications via email when your transaction is paid and received by your recipient.

• Do I need to contact Travelex or NIUM when I make a payment?

  No, all you need to do is set up a transfer on Travelex International Money Transfer website, make the payment to the provided NIUM bank account, and we will take care of the transaction for you. If you have any queries or concerns, you may contact Customer Support via email at support.travelex@nium.com or via chat by clicking on Ask Adam after logging in.

• How do I cancel my transfer with Travelex International Money Transfer?

  You may cancel your transfer depending on what step your transfer is at. If you have not funded the transaction, you can cancel your transaction by clicking on the ‘Cancel’ button on the transaction history page. If you have sent funds against a transaction and want to cancel it, please contact Customer Support via email at support.travelex@nium.com or via chat by clicking on Ask Adam after logging in.

• How do refunds work?

  We encourage you to enter the right beneficiary bank account details and fund the transaction from your own account to avoid a case of refunds. However, if a refund needs to be issued, we will ask for your bank details and transfer money back to the same bank account that you used while funding NIUM.

• What is the minimum I can transfer with Travelex International Money Transfer?

  The minimum amount for a money transfer through NIUM for your native currency is 5,000 JPY.

• What is the maximum I can transfer with Travelex International Money Transfer?

  You can send up to 1,000,0000 JPY per transfer, but the maximum transfer amount could differ based on where you are sending, the payment type and your recipient receiving method.

• Do I need to deposit funds before I make a transfer with Travelex International Money Transfer?

  You need to make a bank deposit to NIUM’s bank account within 48 hours after setting up a new transaction. NIUM’s bank details will be visible to you after submitting a transaction on Travelex International Money Transfer website or app and will be sent to your registered email address. When you make the deposit through your online banking, the status of your transaction may take up to 24-36 hours to update. Once NIUM receives and acknowledges the payment, you will get an email confirming the receipt of funds. Your payment for your International Money Transfer transaction will indeed be required prior to finalising and processing your transaction.

• Which sending currencies does Travelex International Money Transfer support?

  For your Travelex International Money Transfer service in Japan, you will need to pay for your transaction in Japanese Yen (JPY) from your own individual Japan-based bank account.

• Can I set up multiple transactions and choose to fund only one of them?

  You should only set up a transaction if you intend to transfer funds towards it. If you have set up multiple transfers for the exact same amount and send only one deposit, the funds would be linked to the first transaction that you have submitted.

• Can I transfer money to my recipient’s debit cards?

  No, this pay-out method is currently not available. You can make a bank transfer to your recipient (in all supported countries/currencies) or send money to express-enabled cards via Geoswift (for individual recipients in China only) or send a cash pay-out (Philippines only).

• Does Travelex International Money Transfer website offer a cash pick-up facility for recipients?

  Yes, the cash pick-up facility is currently available for the Philippines (PHP) only.

• Who are NIUM’s authorised cash collection partners in the Philippines?

  • • Banco De Oro
  • • Bank of the Philippine Islands
  • • CashKo Ruralnet Inc.
  • • Cebuana Lhuillier
  • • China Bank
  • • CIS Bayad Center Inc.
  • • Development Bank of the Philippines
  • • Expresspay, Inc.
  • • First Consolidated Bank
  • • Global Pinoy Remittance and Services Inc.
  • • Land Bank of the Philippines
  • • LBC Express Inc.
  • • Maybank
  • • MLhuillier Kwarta Padala
  • • Palawan Pawnshop
  • • Phil Bank of Communications
  • • Philippine National Bank
  • • Philippine Savings Bank
  • • Robinsons, Inc.
  • • Sterling Bank of Asia
  • • Tambunting Pawnshop
  • • UCPB Savings Bank
  • • Union Bank of the Phils
  • • United Coconut Planters Bank
  • • PERA HUB, PETNET INC.
  • • RD PAWNSHOP, INCORPORATED

• How will my recipient know that the money is available for pick-up?

  Both the sender and the recipient will be notified via email with all the details once the money is ready for pick-up.

• What does my recipient need to present when collecting a cash pick-up transfer?

  To collect a cash pick-up transfer, your recipient will need to present a:
  Valid photo ID: that shows their full name. This must match the details supplied on the transaction. It is, therefore, important that the information entered on the transaction matches your recipient’s ID so please verify its accuracy before sending.
  The transaction ID: This will be sent to your recipient by email once the payment is available for collection. It is, therefore, important that you furnish the correct phone number for your recipient while setting up the transaction. Alternatively, you can also share the transaction ID with your recipient when the pick-up is ready for collection.

• Which valid photo IDs can the recipient show at the cash pickup centre to collect the money?

  • • Passport
  • • Driver's License with Photo
  • • Professional Regulation Commission (PRC) ID
  • • National Bureau of Investigation (NBI) Clearance
  • • Police Clearance Certificate
  • • Postal ID
  • • Voter’s ID
  • • Barangay Certification
  • • Government Service Insurance System (GSIS) e-Card
  • • Social Security System (SSS) Card
  • • Senior Citizen Card
  • • Overseas Workers Welfare Administration (OWWA) ID
  • • OFW ID
  • • Seaman’s Book and Seafarer’s Registration Certificate
  • • Alien Certification of Registration/Immigrant Certificate of Registration
  • • Government Office and GOCC ID, e.g. Armed forces of the Philippines (AFP ID), Home Development Mutual Fund (HDMF ID)
  • • Certification from the National Council for the Welfare of Disabled Persons (NCWDP)
  • • Department of Social Welfare and Development (DSWD) Certification
  • • Integrated Bar of the Philippines ID
  • • Company IDs issued by private entities or institutions registered with or supervised or regulated either by the BSP, SEC or IC"

• What is the sending limit for cash pick-up transfers?

  The current sending limit for cash pick-up transfers is 50,000 PHP.

• What are the timings to collect the money from a cash pick-up partner?

  The recipient can collect the money from a cash pick-up partner between 10 am and 7 pm PHT. ( according to the store business hours)

• Will my recipient be charged when collecting the money?

  Your recipient will not be charged by NIUM or any partner in our network when collecting the money as cash.

• When will funds be ready for collection?

  Funds are usually available within 2-3 business days for collection. In some instances, however, we may require additional information from you for your transaction to be processed.

• What happens if my recipient is unable to collect the cash immediately?

  The recipient must collect the cash from our partner within 30 days. In case the recipient is unable to collect the cash within the given time, the transaction automatically gets cancelled.

Technology

• What should I do if Travelex International Money Transfer website does not load?

  As with any website, you may, at times, experience technical issues. A basic problem you may encounter could be due to the browser you are using. We encourage you to use Google Chrome, Safari or Mozilla Firefox as Travelex International Money Transfer website works best with these browsers. Other solutions for basic website issues are enabling cookies and clearing your browser’s cache. If you still want to use your preferred browser which is not among the above options, and face issues, kindly write to support.travelex@nium.com, the team will be pleased to help you.

• Which browser should I use for browsing Travelex International Money Transfer?

  Travelex International Money Transfer website works best with Google Chrome, Safari or Mozilla Firefox. If you are browsing via mobile phone, we recommend using Safari on iOS and Chrome on Android.

• Can I open a business account?

  No, we do not support business or corporate accounts as of now.