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

You chose a slower way to pay.

If you pay by bank transfer you'll need to verify your account. You'll need to allow up to 5 days if you chose the manual verification option.

Instant verification (via a third-party called Plaid) is much quicker. If you chose this option, or pay by card, your transfer will usually arrive in minutes. 

We need more information from you. 

As a regulated financial service, we need to screen all transfers to keep your money safe. 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. We'll email you, so keep an eye on your inbox and junk or spam folders. 

A bank needs more information from you.

The recipient's bank, or another bank involved in the transfer, may need to complete their own reviews to comply with regulations.

If they need anything from you, we'll email you to let you know what you need to do, before sharing the information you provide with the bank who requests it. 

The recipient bank is processing the transfer.

It can take up to two days for your recipient's bank to release the money, depending on their internal processes. 

• It's worth letting your recipient know that the transfer will come from Xe or one of our banking partners and that your name won't show on their statement. 

Weekends or holidays are slowing things down.

Some currencies can only be transferred in 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 you send money.