FAQ

  • Account

  • How do I register?

    To register with us, you need your email and home address. You can register here.

  • I can’t sign in. What should I do?

    If you know your email address, then you can reset your password here.


    If you are still having trouble, then please contact us on 0207 341 7300.

  • Why do I need to upload my ID?

    Under FCA regulations, we are law bound to comply with AML regulations where we are required to take your ID details and verify you.

  • How do I delete my account?

    You cannot delete your account. You can request your account to be deactivated. Under FCA regulations, your account will be deleted after 5 years of inactivity.

  • How do I add additional accounts to an existing beneficiary?

    You cannot add additional accounts. Only one account per beneficiary is allowed. If you need to add additional accounts, please create a new beneficiary and use the same name and address details with their new account

  • How do I change my beneficiary details?

    You can only change the details if you haven’t made any transfers to the beneficiary. If you already made a transfer, you can call us to make minor changes. We cannot completely change the name, address or account details.

  • How do I delete my beneficiary?

    You cannot delete your beneficiary, but you can contact us to request your beneficiary to be deactivated.

  • Transfer

  • What is the maximum amount I can send?

    As long as you can provide us the documents we request and proofs of source of funds to fulfil the compliance requirements and checks there is no limit to the amount you can send, but we have a limit per transfer.


    You can only send up to:


    • • £10,000 per transfer

    • • LKR 500,000 for cash collection at any Cargills Food City


    Example


    If you want to send a transfer of £32,500, then you need to submit three transfers of £10,000 and another transfer of £2,500.


    Note: We might change these limits in the future.

  • How can I pay for the transfer?

    You can pay us by wire transfer or by WorldPay.

  • Is there a limit to pay using WorldPay?

    Yes, you can only pay up to £1,000 by a debit card using WorldPay. For larger amounts, you need to make a wire transfer.

  • How can I cancel my transfer request?

    You need to call us immediately if you need to cancel a transfer request as they are processed as soon as possible. Processed transfers cannot be cancelled. Please refer to our refund policy.

  • Can I request for refunds?

    You can only request refunds for unprocessed transfers. An administrative fee applies. Please refer to our refund policy for more details.

  • Can I recall a transfer?

    You cannot recall a transfer that has already been processed. Please make sure to enter the correct beneficiary details before submitting you transfer request.

  • Why was my transfer request cancelled?

    Your transfer request might have been cancelled for one of the following reasons:


    • 1. You requested the cancellation
    • 2. You didn’t make the payment for your transfer request on the same day of transfer submission.
    • 3. You didn’t supply the requested documents
    • 4. The documents you have submitted couldn’t be verified
    • 5. You have failed our compliance checks

    If you think that the above reasons do not apply, please call us on 0207 341 7300 to rectify the error.

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SpotOn Money is a trading name of Monex International Limited, a company incorporated under the laws of England and Wales with registration number 04974470 and authorised by FCA as a Small Payment Institution FRN-510848. Registered address: 32 Spring Street, Paddington, London, W2 1JA

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