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

    APP

    To chat with a live agent:

    1. 1. Log in to your International Money Transfer account
    2. 2. Tap the profile icon in the bottom right corner, choose support and then Chat With Us
    3. 3. Simply type in the word 'agent'
    4. 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. 1. Log in to your International Money Transfer account
    2. 2. Tap the profile icon in the bottom right corner
    3. 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. 1. Log in to your International Money Transfer account
    2. 2. Tap the profile icon in the bottom right corner
    3. 3. Choose 'Support' and then 'FAQ'
    4. You’ll be taken to this page.

General

  • What is Travelex International Money Transfer?

    Travelex International Money Transfer is a remittance service that allows individuals from Australia to send money to various countries quickly, easily and safely. The remittance service is provided by Nium PTY Limited (“NIUM”).

  • Does Travelex International Money Transfer offer financial consultation?

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

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

    Travelex International Money Transfer service is provided by NIUM, a registered and trusted remittance service provider. The safety and security of your funds is paramount. Through an rigious verification and transaction process, it is ensured that the money you send reaches its intended receiver safely, securely and in accordance with regulatory requirements. The remittance service also provides you with complete transparency and control over your transactions.

  • Who can use Travelex International Money Transfer services?

    The Travelex International Money Transfer service is available to Australia Residents who hold an Australian Bank Account and are 18 years of age or over. Please note approval to use the Travelex International Money Transfer Service is subject to our Terms & Conditions and Approval.

  • 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, should you have any queries or concerns, you may contact Customer Support via email at support.travelex@nium.com or via this live chat by typing in 'Agent' .

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

    The minimum amount for a money transfer is AUD 200.

  • What information do I need to register?

    In order to register, we will require the sender’s full name and current address, along with identity verification. Make sure you have the details for your passport, driving licence and Medicare card to hand.

  • What Information Do You Need to Make an International Transfer?

    Once registered, transferring money from Australia is secure and straightforward. In order to process your transfer, we require the recipient’s full name, address, and bank details, including a 4-7 digit bank account number, bank name, and branch/code. While an IBAN number is not required for banks outside Europe and the Middle East, a SWIFT/BIC code for the receiving bank in Japan is needed.

  • How do prices compare to other providers?

    The following websites provide information on different suppliers including the fees charged, the 'total price' (including any fees and currency conversion), the amount expected to be received in the local or payout currencies, speed of transfer and the method of transfer and other useful information:
    https://www.saverasia.com
    https://www.sendmoneypacific.org

  • I have an OFX account via Travelex. Can I still access my account?

    Yes. You can still access your OFX account by logging onto the OFX website (ofx.com)

  • Instarem. NIUM. Why do I see these names in emails or bank statement for Travelex International Money Transfer transactions?

    Travelex International Money Transfer is provided by NIUM. NIUM also trades as Instarem. If you receive and email from NIUM or Instarem for a Travelex International Money Transfer transaction, this is normal. If you are still unsure about the message your receive, please contact support.travelex@nium.com.

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

    The maximum sending amounts could differ based on where you are sending, the payment type and your recipient receiving method.

  • Where can I see the full list of MoneyGram locations?

    You can find all of the available MoneyGram stores here.

  • 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 thier valid photo ID and the Nium Transaction ID. IMPORTANT, their ID must show their full name and this must match the details supplied on the transaction. It is very important that the information entered on the transaction matches your recipient’s ID, so please verify its accuracy before sending. IMPORTANT, it is Nium’s Transaction ID that is sent to the recipient’s email. It is very important that you provide the correct email 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.

  • Is Travelex International Money Transfer a licensed service provider?

    The Travelex International Money Transfer service is provided by NIUM, a registered Legal entity and Remittance Provider with Australian Transaction Reports and Analysis Centre (AUSTRAC).

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

    • Passport
    • Driver's License 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"

  • Will my recipient be charged when collecting the money?

    No, your recipient will not be charged by NIUM or any partner in our network when collecting the money as cash.

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

    The protection of your data and transaction details is very important to Travelex and NIUM. Your data is not shared with any third parties. You may refer to Travelex and NIUM’s Terms & Conditions and Privacy Policy for more information on this matter.

  • How do I create a Travelex International Money Transfer account?

    Account creation only takes a few minutes and is all done online. To complete the registration simply have your current Primary ID document ready. You will need to provide your full legal name, current residential adress, phone number and email address.

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

    In the event that your account registration, identity verification or onboarding was not successfully completed (this may occur due to incorrect, incomplete, inaccurate information provided OR copies of Identity document provided was not clear or legible etc) we may require further clarification, information or documents. Please note in such instance we shall email you to the email address you provided at time of registration.

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

    When you log 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 via the live chat in the app by typing in 'Agent'

  • I have been asked for additional documents even after my KYC, why?

    We may require further clarification or documents from you to assess or process your International Funds Transfer request in order to meet regulatory obligations. It is also important to keep your profile information up to date and current. Therefore, we may request current Identity documents to update our records.

  • Does Travelex International Money Transfer website offer a cash pick-up facility for recipients?

    Yes, the cash pick up facility is currently only available for the Philippines.

  • What is PayID?

    PayID is a secure online payment method that enables you to make fast and hassle-free money transfers. With PayID, you can make payments without the need to enter BSB (Bank-State-Branch) or account details. All you need is your recipient's email address (or in some circumstances their unique mobile number).

  • How to use Pay ID?

    PayID is a secure online payment method that quickly allows you to transfer funds from your bank's website. Here are the steps to follow, 1) Log into your Travelex International Money Transfer account and set up a transfer. 2) Select PayID as the payment option. You will be provided with a PayID, which is in the form of an email address and a 10-digit transaction reference number 3) Go to your internet banking and select 'Pay by PayID' In some banks it may say pay by 'Email'. This is often located under Pay, Payee, or Pay Anyone . 4) Transfer the exact amount to your PayID as provided by Travelex. 5) Enter the 10-digit reference number in the payment description field. Once we receive the payment the transaction status will be updated, and you will be notified via email.

  • What is SWIFT?

    SWIFT codes are 8 to 11 characters long and made of both letters and numbers. You can typically find them on a bank statement or on your bank’s website. There are four components to a standard SWIFT/BIC code, these include:

    • Bank code
    • Country code
    • Location code
    • Occasionally the branch code may be included but this is optional. XXXX (bank code) - XX (country code) - XX (location code) - XXX branch code). The SWIFT (Society for Worldwide Interbank Financial Telecommunications) system allows banks and financial institutions to send and receive secure messages regarding payment instructions.
      The SWIFT code is a format of your BIC (Bank Identification Code), and the two terms are used interchangeably. SWIFTs or BICs are unique identification codes for the particular bank that holds your account.

  • What is IBAN?

    Many banks, especially European banks, also use IBANs (International Bank Account Numbers). These are unique codes that identify a given bank account and provide a standardised way of recognising and locating bank accounts throughout the world.
    Typically an IBAN will include:

    • Alphabetical country code (i.e ‘NL’ for the Netherlands, or ‘PT’ for Portugal)
    • Followed by two digits
    • Then up to 35 characters for the bank account number
    • XX (country code) - XX (check number) - XXXX XXXX (bank identifier) - XXXX XXXX XX (account number)
    Started in Europe during the 1990s, this method of bank account identification for international transfers has been adopted by more than 60 countries worldwide.
    Not all countries will require an IBAN as it may be optional for transfers to other countries like Australia or Canada.
    You can often make your transfers using simplified domestic codes like the routing and account number for the US, BSB for Australia, and the sort code and account number for the UK.

  • What is IFSC?

    IFSC stands for Indian Financial System Code. It’s an 11-digit code written in an alphanumeric format, and it identifies the branches in the National Electronic Funds Transfer (NEFT) network. The Reserve Bank of India (RBI) uses IFSC for electronic money transfers between banks, as the code can quickly identify where the funds are coming from and where they’re going.

    What Is Contained in an IFSC?
    An IFSC will start with four letters that represent a bank’s name. These letters are followed by six characters that are usually numbers but could also be letters, and they represent the specific branch of the bank. The last character is a 0.

    Where Can You Find an IFSC?
    Once you know the name of a bank and its branch, you can visit the RBI website and search through its list of banks and codes, or you can simply call the bank and ask for their IFSC. You can also find the IFS Code on your recipient’s bank statement and checks.

    Will You Always Need to Use an IFSC?
    IFSC is used by the RTGS (Real Time Gross Settlement) and NEFT (National Electronic Fund Transfer) systems in order to efficiently transfer funds between bank accounts in India. Therefore, you’ll need an IFSC whenever you’re transferring money from one bank to another in India and when you’re transferring money from overseas into an account in India.

    To send money, you’ll need to provide the recipient’s bank name and account number, along with the IFSC.

Using the App

  • How do I create a Travelex International Money Transfer account?

    Account creation only takes a few minutes and is all done online. To complete the registration simply have your current Primary ID document ready. You will need to provide your full legal name, current residential adress, phone number and email address.

  • How do I add a recipient to my account?

    You can add a recipient by simply clicking ‘Add a recipient’ or "Recipient" if your are already logged in.

  • How do I edit a recipient?

    You can edit a recipient from the ‘Recipients’ section after logging into your account.
    However, if any transaction is initiated for a recipient, then editing that recipient’s details is not permitted and you will need to Add the recipent again with their new detials.

  • 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 after logging in.

  • 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.

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

    You can cancel your transfer depending on what step your transfer is at. If you have not already made your deposit to Nium, you can cancel your transaction by clicking on the ‘Cancel’ button on the transaction history page. If you have sent your money to Nium and want to cancel, please contact Customer Support via email at support.travelex@nium.com or via this live chat by typing in 'Agent'

  • 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.

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

    On the login page, you need to click on Google/Facebook link to login again. Ensure you are logged into Google/ Facebook. If the issue still persists then please email support.travelex@nium.com.

  • Do I need 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 directly login to Travelex International Money Transfer and start using the service.

  • Why is it important to provide all the KYC information asked upon signing up?

    International Money Transfer is a regulated service, and as a regulated entity, we are required to complete your Identity and Verification in accordance with the applicable regulatory requirements in Australia. Please note, this is standard practice across the Financial Service industry.

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

    It is extremely important that the details you provide are accurate. If you provide incorrect bank details the money you send will not be able to reach its intended destination. As part of the Financial Service regulations in Australia identity verification is required. For this reason, when you create your profile, please use your legal full name as shown on your current Primary Identity Document (no nicknames or initials), your current accurate Residential address (no PO Box), as well as phone number and email address where you can be reached.

  • How long will it take for my account to be activated for use? / How quickly can I start transferring?

    Account activation may be as quick as a few minutes up to 24 hours depending on the information provided and assessment of your Identity/Verification. Please be sure to check your email, and if we require further information or documentation we will email you.

Transactions and Rates

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

    It is very quick and easy to set up a transfer. If you already have an account then simply login to your account, add a recipient and enter the amount you want to send. You can then review the details and submit a transfer. Setting up an account is also very easy. Simply click register and enter your details.
    If you have any queries, please contact Customer Support via email at support.travelex@nium.com or via chat by clicking on Ask Adam in the app, then type 'agent' to chat with a representative.

  • How Much Money can I Transfer?

    There is a minimum transfer amount of AU$200. There si no maximum.

  • 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?

    No. This pay-out method is currently not available.

  • 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 within 30 days. In case the recipient is unable to collect the cash within the given time, the transaction automatically gets cancelled and money will be refunded to you.

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

    As with any website you may 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?

    Unfortunately we do not support business registrations at this time.

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

    There are no fees to use the Travelex International Money Transfer service. We simply offer bank beating exchange rates. When setting up a transaction you will be able to see the exact amount that the recipient will receive in the local currency.

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

    Travelex International Money Transfer provides bank beating exchange rates and charges no fees. When setting up a transaction you will be able to see the exact amount that the recipient will receive in the local currency. There are no hidden charges and you will have full transparency on the amounts.

  • Why does the rates remain the same on weekends and special days?

    The Foreign exchange market is only operational during market hours and on business days. Therefore, the rates may not update when the markets are closed on weekends and holidays.

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

    The exchange rate presented at the time of your International Money Transfer transaction request is locked in for transaction processing. In the event that the transaction is not processed (this could be due to no payment received, compliance reasons, or you requested for cancellation) the transaction will be cancelled and refunded. And should you wish to do a new transaction the new transaction will be subjected to the new exchange rate at that point in time.

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

    Travelex International Money Transfer does not accept credit cards for transactions.

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

    You transfer money to NIUM through Bank Transfer or PayID. The NIUM bank account details will be sent to you via email upon submitting a transaction to make a transfer.

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

    You can send money to NIUM through Bank Transfer or PayID. The NIUM bank account details will be sent to you via email upon submitting a transaction to make a transfer.

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

    Yes, you can send through your joint bank account if your name reflects as one of the account holders.

  • How long will it take to transfer my money through Travelex International Money Transfer?

    Typically, transfers through Travelex International Money Transfer serviced by NIUM happen instantly or within the same day we receive your funds. However, for certain countries or payment methods it could take more than 2 business days to process a transaction.

  • Does Travelex International Money Transfer website offer a cash pick-up facility for recipients?

    Yes, the cash pick up facility is currently only available for the Philippines.

  • Who are NIUM’s authorized 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

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

    The current sending limit for cash pick-up transfers is PHP 50,000.

  • What are the timings to collect the money from a cash pick-up partner?

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

Payments

  • Is my money held in a segregated account?

    Your money is held in NIUM’s segregated account with an Authorized Deposit-Taking Institution (ADI).

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

    We do not accept cash deposits, only bank transfers and PayID.

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

    We do not accept third party payments. In accordance with the Terms & Conditions you must ensure to pay for your Travelex International Money Transfer transaction from your own individual Australian Bank Account only.

  • Can a third party pay for my transfer?

    "NIUM does not accept third party payments. In accordance with the Terms & Conditions you must ensure to pay for your Travelex International Money Transfer transaction from your own individual Australian Bank Account only. 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. 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 in the app, our support chatbot, and type 'agent' to chat with a representative."

  • What happens if my payment to recipient is rejected?

    Travelex International Money Transfer serviced by 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 this live chat by typing in 'Agent' for any issues you face before we begin to process your transaction.

  • When will my recipient receive the payment?

    Typically, transfers through NIUM happen instantly or within the same day we receive your funds successfully. However, for certain countries and corridors it could take more than 2 business days to process a transaction. Once the transaction has been processed by NIUM, it depends on the processing time of the receiving bank.

    For 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.

  • How much can I transfer from my bank to Travelex Money Transfer via PayID/ My bank won't allow me to send the full amount of my Money Transfer to Travelex (Nium) via PayID

    Different Australian banks set maximum daily amounts that can be transferred via PayID. You need to ensure that the amount you want to send via Travelex International Money Transfer does not exceed your daily limit. Alternatively you can use the Bank Transfer method instead of PayID and deposit your funds with Nium using the BSB and Account Number that will be provided in the Payment Instructions.

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

    We do require payment for your International Money Transfer transaction before we can send the funds. A bank deposit to NIUM’s bank account will be required within 36 hours after submission of the transaction through Travelex International Money Transfer. NIUM’s bank details will be visible to you after submitting a transaction on the 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.

  • What currencies can I send a money transfer from Australia?

    You can transfer money in Australian Dollars (AUD) and can send to fifty countries. For a full list of the currencies, visit here.

Travelex International Money Transfer Disclaimer & Additional Information

The Travelex International Money Transfer service is provided by NIUM Pty Ltd (ABN 45 601 384 025)

Rates are subject to change without notice. Terms & conditions apply. Note, further fees, taxes may apply and will vary by bank, location and other factors. Certain Banks may deduct a fee from your transfer amount before depositing the funds into your beneficiary bank account.

The information provided is provided for general purposes only and is not considered financial advice and should not be relied upon as such. Consumers should consider seeking independent legal, financial, taxation or other advice and consider their own financial circumstances and choose the most suitable service for their needs.

Travelex Privacy Policy

The Remittance Services are serviced by NIUM PTY LTD a registered company in Australia | Terms & Conditions | Privacy Notice | Terms of Use