1. What does the beneficiary require to collect money sent through Global Exchange Smart Money Online? 

Beneficiary (receiver) requirements.

• The Transaction Reference number

• A valid ID (passport, driving licence, etc) to submit at the pay-out location to enable successful collection of money transferred to them. This is subject to change per pay-out bank requirement.

2. How can I track if the money has been sent to the beneficiary? 

Once you have successfully completed your transaction, you will be provided a transaction referrence number. On https://online.globalexchange.co.uk/ simply enter your transaction reference number and surname, then click 'Check now' to view the status.

3. How long does a refund take? 

Once the transaction has been cancelled, a refund usually takes 5 to 6 full working days to be credited back to you. So, if you requested a cancellation on a Monday, you would usually have the funds in your account by Thursday.

4. How can I request for refund? 

We can only refund a transaction which has not been paid out. Email your refund request to remit@globalexchange.co.uk.

5. Why does Global Exchange need to verify me? 

As a financial Service company regulated by the Financial Conduct Authority and HMRC, we are required by law to verify all our customers we do business with.

The type of verification we will need can differ depending on the amount that you are sending.

Usually, we verify your name, address and date of birth. This can include your photo ID, a proof of address, the purpose of your transfer or source of funds, for example. However, in some circumstances, we may also require further information in order to comply with our regulatory obligations.

We will contact you if we require anything from you, so please ensure you check your emails regularly after you’ve successfully registered and created your transfer.

6. What is identity verification?

As a financial Service company regulated by the Financial Conduct Authority and HMRC, we are required by law to verify all our customers we do business with and part of this process is identity verification - this involves collecting ID and proof of address from you.

Once you register with Global Exchange, you can securely email your ID to the Global Exchange Customer Service team at remit@globalexchange.co.uk at any time. 

Is there anything I need to know before I upload my ID? 

When submitting your ID, please ensure that it is a high-quality photo or scan showing:

• Your photo 

• Your full name 

• Your date of birth 

• Your signature 

• An expiry date 

• The place of issue 

• Document number 

• The full name and date of birth must match the details on your Global Exchange account.  

What types of ID can Global Exchange accept?

ID documents we accept include:

• Valid Passport

• Valid Full driving licence (Provisional driving license not accepted)

• BRP Card (both sides) in case of foreign nationality / EU Settlement letter from HOME OFFICE, If you are an EU passport holder

If you are providing an BRP card or driving licence, we will need to see both the front and back of the card. If your document is not accepted, it could be for many reasons. These can include:

• The quality of the photograph / scan

There may be glare / light reflection that obscures the image

The image may be too low resolution to read

The image may have been cropped so all the details are not visible

• The expiry date

The ID may have expired. We can only accept valid in date IDs

• The details on your ID

The details (including name and date of birth) on the ID provided must match your Global Exchange account

• The ID type

The types of document we can accept are government issued.

7. What is Address verification?

As a financial Service company regulated by the Financial Conduct Authority and HMRC, we are required by law to verify all our customers we do business with and part of this process involves address verification.

Once you register with Global Exchange Ltd, you can email your proof of address (not older than 3 months) to the Global Exchange Customer Service team at remit@globalexchange.co.uk.

When submitting your proof of address, please ensure that it is a high-quality photo or scan of a valid document showing:

• Your full name

This must match what appears on your Global Exchange account

• Your full home address

This cannot be an office /workplace address

This must match what appears on your Global Exchange account

• The date of issue

This should not be more than 6 months old

• A logo or clear name of the sender

This should appear on all official bills or statements as a letterhead

The name and address on the document must match the details on your Global Exchange account.

• What types of document can you accept for address verification?

Proof of address documents we can accept include:

• Utility Bill

This can be a gas, electricity or water bills.

We can’t accept mobile phone bills

This must be no older than 6 months

• Driving Licence

This must show your address

This must be in date – we cannot accept expired documents

• Bank statement ( Not Credit card statement)

This must be no older than 6 months

If your document is not accepted, it could be for any of these reasons.

• The date

If the document is older than 6 months we cannot accept

• The details on your document

The details (including name and address) on the document provided must match your Global Exchange account

The details must be for your home residence, not a PO Box or workplace

• The document type

The type of document may not be one we can accept (for example a mobile phone bill)

8. What happens to my personal information after I upload it?

As a financial Service company regulated by the Financial Conduct Authority, HMRC and the ICO, we are required by law to keep your personal information’s securely and not to share with any third party without your consent. Your information and/or documents are stored on our secure servers.

You can read more about our privacy policy and how we use your information here Privacy Policy.