Help & FAQ

Help Guide

Travelex offers 24/7 online assistance for all your money transfer needs via chatbot, live chat, email support and FAQ.

• Chatbot

  WEB

  For quick help from our automated chatbot: 1. Log in to your International Money Transfer account 2. Open the Ask Adam chat window in bottom right corner 3. Select a topic that relates most to your enquiry to receive an automated answer If the answer is not what you’re looking for, see live chat steps below

  APP

  For quick help from our automated chatbot: 1. Log in to your International Money Transfer account 2. Tap the profile icon in the bottom right corner, choose support and then Chat With Us 3. Select a topic that relates most to your enquiry to receive an automated answer If the answer is not what you’re looking for, see live chat steps below

• Live Chat

  WEB

  To chat with a live agent: 1. Log in to your International Money Transfer account 2. Open the Ask Adam chat window in bottom right corner 3. Simply type in the word 'agent' 4. A representative will then be able to assist you on your money transfer enquiry

  APP

  To chat with a live agent: 1. Log in to your International Money Transfer account 2. Tap the profile icon in the bottom right corner, choose support and then Chat With Us 3. Simply type in the word 'agent' 4. A representative will then be able to assist you on your money transfer enquiry

• Email Support

  WEB

  Our support inbox support@travelex.nium.com will happily assist you with all money transfer enquiries such as: • Account issues • Payment/Receiving methods • Other general questions

  APP

  To email the support inbox: 1. Log in to your International Money Transfer account 2. Tap the profile icon in the bottom right corner 3. Choose 'Support' and then 'Email Us' A representative will reply to your enquiry within 24-48 hours

• FAQ (this page)

  WEB

  All frequently asked questions are located on this page. You can select a category on the menu.

  APP

  To access this page from your mobile: 1. Log in to your International Money Transfer account 2. Tap the profile icon in the bottom right corner 3. Choose 'Support' and then 'FAQ' You’ll be taken to this page.

About

• What is Travelex International Money Transfer?

  Travelex International Money Transfer is a remittance service provided by Nium Pte. Ltd. (“NIUM”) that allows clients from Singapore to send money to various countries easily through its safe and efficient process.
  
  Travelex is an introducer of NIUM, and not an agent to the customers. All remittance products and services are wholly owned by NIUM.

• Is Travelex International Money Transfer provided by a licenced service provider?

  The Travelex International Money Transfer remittance service is provided by NIUM which is regulated by the Monetary Authority of Singapore, a major payment institution in Singapore, under Licence No. PS20200276.

• Does Travelex International Money Transfer offer financial consultation?

  No, Travelex International Money Transfer does not specialize in personal advisory services or financial consultations.

• Is it safe to send money through Travelex International Money Transfer?

  Travelex International Money Transfer and NIUM put the safety and security of your money first. Through an unfailing verification process, we ensure that the money you send reaches its intended receiver. Our remittance service provides you with complete transparency and control over your transactions. You may log in and check the status of your transactions on the dashboard any time.

• Is my personal information safe with Travelex International Money Transfer & NIUM?

  The protection of your data and financial details is very important to us. You may refer to NIUM’s Terms & Conditions and Privacy Policy and Terms of Use.

Account

• How do I create an account?

  Account creation is easy. You just need to sign up with your email ID or Google / Facebook ID.
  Click here to create an account.

• I signed up with Google/Facebook but I cannot login again. Why?

  On the login page click on the Google/Facebook option to login again.

• Do I require to create a new account if I already have an account which is serviced by NIUM?

  No, you can use your NIUM account credentials to login to Travelex International Money Transfer and start using the service directly.

• Why is it important to provide all the identity verification details upon signing up?

  Identity verification information is requested as part of client identification and verification requirements which NIUM must adhere to as a licenced provider of remittance services.

• How important is the accuracy of details I provide to Travelex International Money Transfer serviced by NIUM?

  As NIUM is a licenced provider of remittance services, identity verification is important. For this reason, when you create your profile, please use your legal full name (no nicknames or initials), accurate address, phone number and email address where you can be reached.

• What information do I need to share to create an account on Travelex International Money Transfer serviced by NIUM?

  To create an account, you need to share your email ID and mobile number. If you opt for online verification, you need to login via SingPass. If you opt for manual verification, you need to upload documents that will serve as proof of identity and address.

• What documents must be uploaded for manual verification?

  For Identity verification: your NRIC/FIN document, front & back image along with a selfie holding the front of NRIC/FIN document.

• How quickly can I start transferring money?

  If you opt for online verification(i.e. login via SingPass), your account will be approved instantly provided your details are successfully verified. If you opt for manual verification, it may take longer – from a few hours to 24 hours or more in case of KYC related queries.

• Why am I being asked to provide my information/document again?

  In case the document or information provided by you while completing your account verification is unclear or not matching our records, NIUM team shall request for it by notifying you on your registered email ID.

• How can I provide additional information requested by NIUM to complete my verification or transaction?

  After logging in to Travelex International Money Transfer, you will be prompted to upload or fill the requested information. Should you have further questions, feel free to send an email to: support.travelex@nium.com or connect with us through chat by clicking on Ask Adam.

• Why am I being asked for additional documents even after I provided my complete information?

  As a regulation, the most recent copies of your documents must be on file. This is to prevent any problems that come with documents that have expired or are nearing the expiry date. NIUM will ask you to share the most recent copy of your documents before you may process another transaction.

• Who can use Travelex International Money Transfer services?

  Singapore citizens, Permanent Residents (NRIC card holders) or Expatriates (FIN card holders) over 18 years of age, who own a bank account in Singapore, can make transfers through Travelex International Money Transfer.

Recipient

• How do I add a recipient to my account?

  You can add a recipient when you are signing up for an account, by clicking ‘Add a recipient’ or when you log into your account, after it is verified, by clicking ‘Recipients’ or ‘Add a recipient’.

• How do I edit a recipient?

  You can edit a recipient from the ‘Recipients’ section. If any transaction is initiated for a recipient, then editing that recipient’s details is not permitted.

• How do I delete a recipient from my account?

  Once recipients are added to the list, they cannot be deleted. However, you can label recipients as ‘inactive’ through the ‘Recipients’ tab.

• How many recipients can I add in my Travelex International Money Transfer account?

  There is no limit on the number of recipients that you can add.

Payment

• How much does Travelex International Money Transfer charge for its money transfer service?

  The fees are subject to change and can be reviewed at any given time depending on changes in the Travelex International Money Transfer currency converter.

• At what rate will I be able to transfer my money?

  NIUM offers you money transfer service at low cost and at very competitive rates which are sourced from Reuters. A nominal fee is added to cover the cost of the transaction depending on the payment corridor used to fulfil the transaction. NIUM does not have any hidden charges.
  You may check the rate when you initiate a transaction.

• Why is it that the rates do not change on the weekends and on special days?

  The Forex market is only operational during market hours on business days in particular countries. Therefore, the rates may not update when forex markets are closed on weekends and holidays.

• Can I lock in an exchange rate with Travelex International Money Transfer?

  Typically, the exchange rate is locked in for a specific amount of time once your transaction is submitted on the Travelex International Money Transfer website. However, if the funds are not provided within 36 hours, the transaction gets automatically cancelled.

• Is it possible to fund my transaction through a credit card?

  Currently, NIUM does not accept credit cards for transactions.

• How do I transfer money to NIUM after submitting a transaction on Travelex International Money Transfer?

  You may transfer money to NIUM through PayNow or through Bank Transfers. NIUM bank account details will be sent to you via email upon submitting a transaction to make a transfer.

• Is my money held in a segregated account?

  The money in your account with Travelex International Money Transfer is held in NIUM’s segregated account with an Authorized Deposit-Taking Institution (ADI) / Authorized Institution / Originating Depository Financial Institution / Credit Institution.

• Can I deposit cash into NIUM’s bank account?

  NIUM does not accept cash deposits.

• Can I send money to NIUM through somebody else’s bank account?

  NIUM does not accept third party payments.

• Can a third party pay for my transfer?

  NIUM does not accept third party payments.
  However, if a third-party bank account was used to transfer the funds to NIUM on your behalf, the third-party account holder may register for a Travelex International Money Transfer account, set up a new transaction, generate a new reference number, and then use the paid amount to fund the new transaction. NIUM can hold the funds and use them towards the transfer made from the third party’s Travelex International Money Transfer account. In such cases, the latest prevailing foreign exchange rate will apply to the new transfer.
  If you have any questions, feel free to send an email to: support.travelex@nium.com or connect with us through chat by clicking on Ask Adam.

• Can I send money to NIUM through somebody I have a joint bank account with?

  You may send through a joint bank account as long as your name reflects as one of the account holders.

• How do I set up a transfer with Travelex International Money Transfer?

  Login to your account, add a recipient, enter the amount you want to send, choose the payment method, review the details, and submit a transfer. If you have any queries, please contact Customer Support via email at support.travelex@nium.com or via chat by clicking on Ask Adam.

• What happens if my payment to recipient is rejected?

  NIUM will notify you via email if your transfer is rejected.

• I have sent an incorrect amount to NIUM. Can I change it?

  You can contact our Customer Support via email at support.travelex@nium.com or via chat by clicking on Ask Adam for any issues you face before we begin to process your transaction.

• How long will it take to transfer my money through NIUM?

  Typically, transfers through NIUM happen instantly or on the same day we receive your funds successfully. However, for certain countries, corridors, and payment methods it could take more than 2 business days to process a transaction.

• When will my recipient receive the payment?

  Recipients In China
  Once the transaction has been processed by NIUM, Money Express-enabled recipients will receive the payments in real-time.
  Recipients whose cards are bank channel-enabled will have to register with Geoswift and accept the transaction in order to receive the payment. After we process the payment, recipients will receive an SMS from Geoswift with a registration link. Once the recipient registers using the registration link, they will receive a notification to accept the payment. Once the recipient accepts the payment, the money will be credited to his/her account within 2-3 minutes. *Please Note: The recipient needs to register and accept the transaction within 48 hours of receiving the SMS, or else the transaction will get cancelled.
  
  For Recipients In Other Countries
  Once the transaction has been processed by NIUM, it depends on the processing time of the receiving bank.

• Do I need to contact Travelex or NIUM when I make a payment?

  No, All you need to do is set up a transfer on Travelex International Money Transfer website, make the payment to the provided NIUM bank account, and we will take care of the transaction for you. However, if you have any queries or concerns, you may contact Customer Support via email at support.travelex@nium.com or via chat by clicking on Ask Adam.

• How do I cancel my transfer with Travelex International Money Transfer?

  You may cancel your transfer depending on what stage your transfer is at. If you have not funded the transaction, you can cancel your transaction by clicking on the ‘Cancel’ button on the transaction history page. If you have sent funds against a transaction and want to cancel it, please contact Customer Support via email at support.travelex@nium.com or via chat by clicking on Ask Adam.

• What is the minimum I can transfer with Travelex International Money Transfer?

  The minimum amount for a money transfer through NIUM for your native currency (SGD) is $100 SGD and for other currency (USD) is $50 USD.

• What is the maximum I can transfer with Travelex International Money Transfer?

  Maximum sending amounts could differ based on certain currency pairs, payment, and recipient receiving method which would be highlighted when you set up your transaction. In general, there is no maximum amount for a transfer made through a Bank Transfer method. However, for PayNow, there is a limit of $200,000 SGD per day.

• Do I need to deposit funds before I make a transfer with Travelex International Money Transfer?

  If you choose to pay through a Bank Transfer or PayNow, a manual bank deposit to NIUM’s bank account will be required within 36 hours after submission of the transaction. NIUM’s bank details will be visible to you after submitting a transaction on Travelex International Money Transfer website and will be sent to your registered email address. When you make the deposit through your online banking, the status of your transaction may take up to 24-36 hours to update. Once NIUM receives and acknowledges the payment, you will get an email confirming the receipt of funds.

• Which sending currencies does Travelex International Money Transfer support?

  You may transfer money from your native currency Singapore Dollars (SGD) and United States Dollars (USD).

• Can I set up multiple transactions and choose to fund only one of them?

  You should only set up a transaction if you intend to transfer funds towards it. If you have set up multiple transfers for the exact same amount and send only one deposit, the funds would be linked to the first transaction that you have submitted.

• Can I transfer money to my recipient’s debit cards?

  Yes. You can transfer money to your recipient’s Visa Debit Card linked bank account directly using NIUM. For that, you are required to enter your recipient’s Visa Debit Card number while adding a recipient.

• Which receiving countries support Visa Debit Card as a recipient receiving option?

  Currently, we support payments to a Visa Debit Card from Singapore in 22 countries, including Indonesia, Malaysia, the Philippines, Thailand, Vietnam, India, Bangladesh, Russia, Sri Lanka, Croatia, Cyprus, Czech Republic, Estonia, Germany, Greece, Latvia, Lithuania, Malta, Romania, Slovakia, Spain and Nepal.

• Is there a sending limit to Visa Debit Cards in any of the receiving countries?

  Yes. In India, Visa debit cards can receive no more than 5 transactions in a span of 60 days. So, before you set up a transaction, please make sure that your beneficiary has not exhausted their payment acceptance limit.

• When will my recipient receive the money in his Visa Debit Card linked account?

  Actual fund availability varies by financial institution. In most cases, your recipient will receive funds in 30 minutes after you have funded the NIUM bank account. This is subject to their card being eligible for instant transfers. Furthermore, all transfers are subject to review and can be stopped in case of any discrepancies.

• How long will the transfer take if my recipient’s Visa Debit Card is not instant transfer enabled?

  If your recipient’s card is not instant transfer enabled, it will be completed usually within 2 days. Kindly note that the time of transfer starts after you send money to NIUM.

• What recipient details are required to send money to Visa Debit Cards?

  You must enter your recipient’s name and Visa debit card number.

• How do I check if my recipient’s Visa Debit Card is eligible to receive funds instantly?

  Once you enter the card details while adding a recipient, we’ll immediately display if your recipient’s card is eligible for instant transfers or not.

• Is it safe and secure to provide my recipient’s card details?

  Yes, NIUM is PCI DSS compliant. None of your data is exposed to third-party sources, Travelex, or NIUM employees.

• Does Travelex International Money Transfer website offer a cash pickup facility for recipients?

  Yes, NIUM offers a cash pickup facility only for the Philippines.

• Who are NIUM’s authorised cash collection partners in the Philippines?

  • Banco De Oro
  • Bank of the Philippine Islands
  • CashKo Ruralnet Inc.
  • Cebuana Lhuillier
  • China Bank
  • CIS Bayad Center Inc.
  • Development Bank of the Philippines
  • Expresspay, Inc.
  • First Consolidated Bank
  • Global Pinoy Remittance and Services Inc.
  • Land Bank of the Philippines
  • LBC Express Inc.
  • Maybank
  • MLhuillier Kwarta Padala
  • Palawan Pawnshop
  • Phil Bank of Communications
  • Philippine National Bank
  • Philippine Savings Bank
  • Robinsons, Inc.
  • Sterling Bank of Asia
  • Tambunting Pawnshop
  • UCPB Savings Bank
  • Union Bank of the Phils
  • United Coconut Planters Bank
  • PERA HUB, PETNET INC.
  • RD PAWNSHOP, INCORPORATED
  

• How will my recipient know that the money is available for pickup?

  Both the sender and the recipient will be notified via email with all the details once the money is ready for pickup.

• What does my recipient need to present when collecting a cash pickup transfer?

  To collect a cash pickup transfer, your recipient will need to present a:
  Valid photo ID that shows their full name. This must match the details supplied on the transaction. It is, therefore, important that the information entered on the transaction matches your recipient’s ID so please verify its accuracy before sending.
  The transaction ID. This will be sent to your recipient by email once the payment is available for collection. It is, therefore, important that you provide the correct phone number for your recipient while setting up the transaction. Alternatively, you can also share the transaction ID with your recipient when the money is ready for collection.

• Which valid photo IDs can the recipient show at the cash pickup centre to collect the money?

  • Passport
  • Driver's Licence with Photo
  • Professional Regulation Commission (PRC) ID
  • National Bureau of Investigation (NBI) Clearance
  • Police Clearance Certificate
  • Postal ID
  • Voter’s ID
  • Barangay Certification
  • Government Service Insurance System (GSIS) e-Card
  • Social Security System (SSS) Card
  • Senior Citizen Card
  • Overseas Workers Welfare Administration (OWWA) ID
  • OFW ID
  • Seaman’s Book and Seafarer’s Registration Certificate
  • Alien Certification of Registration/Immigrant Certificate of Registration
  • Government Office and GOCC ID, e.g. Armed forces of the Philippines (AFP ID), Home Development Mutual Fund (HDMF ID)
  • Certification from the National Council for the Welfare of Disabled Persons (NCWDP)
  • Department of Social Welfare and Development (DSWD) Certification
  • Integrated Bar of the Philippines ID
  • Company IDs issued by private entities or institutions registered with or supervised or regulated either by the BSP, SEC or IC
  

• What is the sending limit for cash pick-up transfers?

  The current sending limit for cash pickup transfers is PHP 50,000.

• What are the timings to collect the money from a cash pickup partner?

  The recipient can collect the money from a cash pickup partner between 10 am and 7 pm PHT.

• Will my recipient be charged when collecting the money?

  Your recipient will not be charged by NIUM or any partner in our network when collecting the money as cash.

• When will funds be ready for collection?

  Funds are usually available within 2-3 business days for collection. In some instances, however, we may require additional information from you for your transaction to be processed.

• What happens if my recipient is unable to collect the cash immediately?

  The recipient must collect the cash from our partner within 30 days. In case, the recipient is unable to collect the cash within the given period, the transaction automatically gets cancelled.

Technology

• What should I do if Travelex International Money Transfer website does not load?

  As with any website, you may, at times, experience technical issues. A basic problem you may encounter could be due to the browser you are using. We encourage you to use Google Chrome, Safari or Mozilla Firefox as Travelex International Money Transfer website works best with these browsers. Other solutions for basic website issues are enabling cookies and clearing your browser’s cache. If you still want to use your preferred browser which is not among the above options, and face issues, kindly write to support.travelex@nium.com, the team will be pleased to help you.

• Which browser should I use for browsing Travelex International Money Transfer?

  We encourage you to use Google Chrome, Safari or Mozilla Firefox – Travelex International Money Transfer website works best with these browsers.

• Can I open a business account?

  No, we do not support business or corporates to register on the platform.