Question 1

How long does a transfer take?

Accepted Answer

Most transfers to our main corridors arrive within minutes once your payment clears. Some destinations, payout methods and bank cut-off times can add up to two business days. The estimated arrival time is shown before you confirm.

Question 2

How do I track a transfer?

Accepted Answer

Open the transfer in your FTFT Pay account to see its current status and reference number. If the status has not changed for longer than the quoted delivery time, contact support with that reference.

Question 3

Can I cancel or change a transfer?

Accepted Answer

A transfer can usually be cancelled while it is still pending. Once funds have been paid out to the recipient it cannot be reversed. Contact support as soon as possible if you need to stop a payment.

Question 4

What fees do you charge?

Accepted Answer

You see the fee and the exchange rate applied to your transfer before you confirm. There are no hidden charges added afterwards. Rates shown on the website are indicative and update in real time.

Question 5

Why did the rate change between my quote and my payment?

Accepted Answer

Exchange rates move continuously. The rate is fixed at the moment you confirm and pay; if a quote expires before payment, a fresh rate is applied and shown to you again.

Question 6

Why do you need to verify my identity?

Accepted Answer

As a regulated money transfer provider we are required to verify customer identity before processing payments. This usually takes a few minutes with a photo ID and a selfie.

Question 7

My verification failed. What should I do?

Accepted Answer

Check that your document is in date, fully visible and not blurred, then try again. If it still fails, contact support and our team will review your case manually.

Question 8

How is my money protected?

Accepted Answer

Customer funds are safeguarded in line with our regulatory obligations and held separately from company operating funds. See the Regulation page for our licensing details.

Question 9

I think someone is trying to scam me. What now?

Accepted Answer

Stop the payment and contact support immediately. FTFT Pay staff will never ask for your password or a one-time code, and we never ask you to move money to a 'safe' account.

How can we help?

Support and FAQ

Frequently asked questions

Contact support