FAQs

Additional documents may be required at certain thresholds including a proof of address (utility bills such as water rates, telephone bills, electricity, gas, council tax bill etc dated within the last three months), documents proving source of funds and source of wealth.

Registration is initially required- The name, address & email address needs to be entered online or in to the app to complete the registration. It is also recommended that an ID is registered at this stage or the ID will need to be provided when the first transaction is processed. To register an ID, a picture will need to be taken and uploaded via the app or online through the Pak Exchange website. If uploading an ID which has the signature on a separate page, ensure that this page is also copied and uploaded. Once registration has been completed, details will be saved and can be accessed by logging in and an ID will not need to be uploaded again. To send money, select the destination country, amount to be sent and the receiver details. Receiver details will also be saved to make it easier to process transactions in future.

The full name and telephone number of the receiver and for transfers to a bank account, the complete bank details including the IBAN/BSB/IFSC number.

There is no maximum amount but additional documentation will be required at certain thresholds.

You can check the status of the transaction in the app, the transaction will either be on hold, pending or paid. Pending or on hold refers to the transaction being reviewed by the compliance team. For some of our partners, when a transaction is sent, the transaction is put on hold, reviewed by the compliance team before being sent to the receiver.

This can be requested either through the app or by calling customer services.

Select the forgotten password option from the log in screen and enter your registered email address. A link will be sent to reset the password. If you have an issue, please call the call centre.

The exchange rates are different to those offered at agent locations.

Currently when sending online through the Pak Exchange website or through the mobile app, only a debit card can be used to make payment.

If you believe you may be a victim of a scam or fraud or your log in details have been compromised, contact our customer services team immediately. Please review the fraud awareness section for common examples of fraud.

Please ensure that the name of the recipient is spelt correctly, the ID which is acceptable in that country can be used to collect the funds.

Only the data that is required to meet our regulatory obligations is retained, no additional data is requested or retained.

The transaction should be paid within 24 hours provided there are no additional details or documents requested by the compliance team.