If you have made an error with your transfer and wish to cancel it, you may be able to cancel it prior to it being sent. However, please be aware that transfers are typically sent immediately in most cases. Therefore, we highly recommend that you thoroughly verify all transfer details, such as the recipient's bank information, transfer amount, and currency, before initiating the transfer. For more information, please continue reading below.
Scenario 1. Your transfer has not been sent yet
If the status of your transfer is 'processing', 'in-review' or ‘Scheduled’, you will be able to cancel the transfer. Please note, you will not be able to make an amendment once a transfer is created, and you will need to cancel the original transfer and create a new one with updated information.
To cancel the transfer, please go to the transfer page, click into details of the corresponding transfer. You will see the ‘Cancel transfer’ button at the bottom. Once ‘Confirm cancellation’, your transfer will be cancelled instantly.
Please note: In the event that your transfer involves an underlying conversion, FX difference may apply; Any deducted transfer fee is non-refundable.
Scenario 2. If your transfer has been sent
After a transfer has been sent, it is important to note that we depend on the cooperation of the recipient's bank in order to process our requests. Therefore, we kindly request your cooperation during this process as well.
There was an error in the account details of the recipient
If you have sent a transfer to an intended recipient, but have provided incorrect bank details, it is likely that the transfer will fail and be returned to your account. The duration of this return process depends on the recipient's bank. To expedite this process, you may request the recipient to contact their bank and instruct them to reject the transfer, resulting in the funds being returned to us. Once the funds have been returned to us, the transfer status will be updated to 'Failed'. At this point, we will be able to 'Cancel' the transfer and return the funds to your wallet. Please be aware that we will return the transfer amount and currency. If the transfer currency cannot be held in your wallet, we will return the source amount and currency.
Sent to the wrong recipient
In the event of an incorrect transfer to a recipient, the most straightforward approach to retrieve the funds is to contact the recipient directly and request them to return the money to your account.
If you are unable to do so or if the recipient does not respond, please contact our customer support team. We might be able to initiate a payment recall through our banking partner. However, please note the following:
- Not all of our banking partners offer this option
- There may be a nominal fee imposed by our banking partner for initiating a transfer recall, and the fee amount varies depending on the specific banking partner used. Our customer support team will inform you of the applicable fee, which will be deducted from your wallet
- It is important to note that transfer recalls are not guaranteed to be successful as they necessitate the cooperation of all banks involved in the transaction, and such cooperation is not obligatory. Furthermore, if the transfer has already been credited to the recipient's account, the recipient must also consent to the transfer return request
- The process of transfer recalls can take up to 4-6+ weeks to be completed