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General Account Setup Sending Money Security

FAQs

Can I still send to Naira accounts?

Unfortunately, no, for now we are unable to send to Naira accounts. This is due to a directive from the Central Bank of Nigeria on Nov 30th that required all remittances to be paid out in USD and is beyond Sendwave’s control. We hope that at some point in the future, we will again by able to send to Naira accounts. However, at this time we do not know when or if it will be possible.

faq-general

country-nigeria

Can I send to domiciliary accounts?

We do not yet support sending to domiciliary accounts. We are working hard on setting up instant USD sending to domiciliary accounts and will be in touch via email and social media once the service is available.

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country-nigeria

How long does my recipient have to collect the funds?

The funds need to be picked up within 7 days of the transfer being sent. After 7 days the transaction will be cancelled and your debit card will not be charged.

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country-nigeria

What if my recipient doesn’t receive their one time password?

If your recipient does not receive their one time password after submitting the transfer’s unique code to the bank teller, please call us at our Sendwave support number. We’d be happy to help get you the password and then you can share it directly with your recipient.

faq-general

country-nigeria

What forms of ID are acceptable for picking up funds?

To collect funds, recipients need to bring an ID with them to verify their identity. To collect funds from Access Bank, they can present: international passport, driver’s license, national ID card, INEC registration card, or Bank Verification Number (BVN).

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country-nigeria

Where can my recipient collect the funds?

The funds can be picked up at any Access or Zenith Bank branch. Your recipient can find the closest branch to them by checking Access bank branches here: https://www.accessbankplc.com/Contact-Us/Branch-ATM-Locator/Open-Branches.aspx and Zenith branches here: https://zenithbank.com/branches/

faq-general

country-nigeria

What information do I need to send to a recipient for USD cash pickup?

To send via USD cash pickup you just need your recipients full name and their phone number - it’s that simple :)

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country-nigeria

How long will it take for the funds to arrive?

The unique code voucher will be sent to your recipient within moments of you initiating the transfer. They will then need to visit an Access or Zenith bank branch Monday through Friday between 8 am and 4 pm WAT to collect the funds. The funds do need to be picked up within a 7 days a of the transfer being sent.

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country-nigeria

How secure is sending via USD cash pickup?

Just like we did when sending to Naira accounts, security is a major priority for Sendwave. We’ve added two steps to help ensure the security of your transfer on top of our existing security. When sending via cash pickup, once you send you and your recipient will receive a unique code for the transaction. Your recipient will need to take that code to any Access bank branch and present it to the bank teller. Once the bank teller authenticates that code, your recipient will then receive a password via SMS they will submit to collect the funds.

faq-general

country-nigeria

What is the fee to send to USD for cash pickup?

For users in the United States who are sending USD to USD, the fee will be 1% to send. For users sending from Europe, the United Kingdom or Canada, there will be no fee to send to USD.

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country-nigeria

Why can’t I select cash pickup when I try to add a new recipient?

To send via USD cash pickup, please make sure your app is updated to version 04.04.02. You can update your app directly from the Apple App Store or the Google Play Store. If you’re not sure what version of the app you have, you can check what version of the app you have on the bottom of the me page.

faq-sending

country-nigeria

Why am I being charged two fees?

When you send money with Sendwave from the US to Liberia, the fee is 1% of the amount sent or a maximum fee of 9 USD, whichever is less. However, this does not cover the fees that MTN charges to cash-out the transfer at an agent location in Liberia. The MTN fees are only applied if you decide to withdraw the funds from your wallet, however you don't need to and you can store the money in your wallet just like a bank account.

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country-liberia

How does Sendwave work?

faq-general

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

What are MTN's and Airtel's limits?

Uganda's MTN and Airtel mobile money programs have their own limits we have to follow. First, you can only send up to 4,000,000 UGX per transfer. Second, no MTN or Airtel account can hold more than 5,000,000 Ugs at one time. If your recipient's wallet is too full for us to transfer funds, please ask them to make a withdrawal and let us know when they have so we can deliver the funds instantly! Otherwise, we retry these transfers daily.

faq-sending

country-uganda

What are Vodacom M-Pesa's and Airtel's limits?

Vodacom M-Pesa and Airtel mobile money wallets have their own limits we have to follow. First, you can only make two 3 million Tsh transfers/day to a single M-Pesa account. Second, no M-Pesa account can hold more than 5 million Tsh at one time. If your recipient's wallet is full we will be unable to deliver the funds. We will retry these transfers daily. Please make sure your recipient has room in their wallet!

faq-sending

country-tanzania

What are Wave Mobile Money's limits?

Wave Mobile Money has its own limits we have to follow. The wallet limit is 2M CFA and there is no transaction limit (the wallet just can't exceed 2M CFA). There is no daily limit, but the total amount a recipient can receive in a month is 10M CFA.

faq-sending

country-senegal

What are Safaricom M-Pesa's limits?

M-Pesa has its own limits we have to follow. First, you can only make two 70,000 Ksh transfers/day to a single M-Pesa account. Second, no M-Pesa account can hold more than 100,000 Ksh at one time. If your recipient's wallet is full, we will text them in Kenya to make a withdrawal and then they can reply to that message when they have room in their wallet to automatically deliver the funds! Otherwise, we retry these transfers daily.

faq-sending

country-kenya

What are MTN Ghana's limits?

MTN Ghana has its own limits we have to follow. First, no MTN account can hold more than 10,000 cedis at one time. If your recipient's wallet is too full for us to transfer funds, please ask them to make a withdrawal and let us know when they have so we can deliver the funds instantly! Otherwise, we retry these transfers daily.

faq-sending

country-ghana

How do I cancel a transaction?

If the funds have not yet been delivered to your recipient's mobile wallet, you can call us to get a refund for the transfer. Once the status of the transaction changes to 'Delivered,' the funds have been delivered and no refund is possible.

faq-sending

country-uganda, country-ghana, country-kenya, country-liberia, country-senegal, country-tanzania

Which Nigerian banks do you send to?

We currently support USD cash pickup at Access Bank.

faq-sending

country-nigeria

Where can I send money from/to?

Sendwave allows you to make instant, affordable money transfers from countries in North America and Europe (USA, UK, Canada, France, Italy, Spain, and Ireland) to countries in Africa (Kenya, Uganda, Tanzania, Ghana, Nigeria, and Senegal) and Asia (Bangladesh and Sri Lanka). Using the Sendwave app, you can quickly send funds from Visa or MasterCard debit cards, as well as PostePay cards in Italy and Correos cards in Spain. We send to mobile wallets in Kenya, Uganda, Tanzania, Ghana, Senegal, and Bangladesh. We send to bank accounts in Kenya, Uganda, Nigeria, Bangladesh, and Sri Lanka. We send to Wave cash pick-up locations in Senegal. Recipients will receive a SMS with a code that they can give to Wave agents with an ID. To learn more about Wave, visit our website http://www.wave.com/en/

faq-general

country-senegal

What are your fees and rates?

Sendwave charges no fees, saving you tons of money each time you send! We just make a small percentage on the exchange rate that you see on the main page of the app.

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country-ghana, country-kenya, country-tanzania, country-uganda, country-bangladesh, country-cameroon, country-srilanka, country-ivorycoast, country-senegal

What are your fees and rates in Senegal?

Our commitment is always to save you as much time and money as possible each time you send! For all transfers to Senegal we don’t charge a fee.

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country-senegal

What are your fees and rates in Liberia?

Our commitment is always to save you as much time and money as possible each time you send! We currently send from the USA, Canada, UK, Spain, Italy and Ireland to Liberia. For transfers to Liberia, the fee is 3% of the amount sent or a maximum fee of of 6 USD/CAD/EUR/GBP, whichever is less. However, MTN withdrawal fees are not covered by Sendwave when you send a transaction. Those fees are only applied if you decide to withdraw the funds from your wallet. Here is link to their withdrawal fee schedule: https://lonestarcell.com/momo-tariff/ to learn more.

faq-general

country-liberia

What are bKash's limits?

bKash Bangladesh has its own limits we have to follow. No bKash account can hold more than 150,000 BDT at one time. If your recipient's wallet is too full for us to transfer funds, please ask them to make a withdrawal and let us know when they have so we can deliver the funds instantly! Otherwise, we retry these transfers daily.

faq-sending

country-bangladesh

How does SMS Login work?

If you turn on SMS login from the Settings/Me page, you will be texted an SMS verification code to your mobile anytime you log into Sendwave. This two-factor authentication provides an extra layer of security for your Sendwave account.

faq-account

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

What does 'Card Error' mean?

This often just means you don't have good enough internet service to save your card, or the app needs to be upgraded to the latest version from the App Store/Play Store.

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country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

Can I use a credit card or PayPal?

No. We only accept debit cards because they charge us lower fees, which allows us to pass those savings onto you! (We do accept Italian Postepay and Spanish Correos prepaid debit cards)

faq-account

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

How do I use a new card?

Go into 'Payment Info', delete the card that is in there and then input and save your new card - now you're set!

faq-account

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

How do I verify my email?

You should get an email from us with a link to click to be sure we have the right contact info. If not, please check in the 'Personal Info' section of the app to make sure your email address is correct and update it if not to get our email. If you still don't see it, please check in Spam or search for 'Sendwave' in your email.

faq-account

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

How much money can I send?

Due to banking regulations, you can initially send a maximum of $999/£999/€999 per day and $2,999/£2,500/€2,500 per month. We can easily raise those limits to $2,999/£2,500/€2,500 per day and $12,000/£10,000/€10,000 per month if you are able to send us a government ID photo. You can do this through the app by pressing 'Raise Limits' on the settings page!

fag-general

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

Where can I send money from/to?

Sendwave allows you to make instant, affordable money transfers from countries in North America and Europe (USA, UK, Canada, France, Italy, Spain, and Ireland) to countries in Africa (Kenya, Uganda, Tanzania, Ghana, Nigeria, Senegal, and Liberia) and Asia (Bangladesh). Using the Sendwave app, you can quickly send funds from Visa or MasterCard debit cards, as well as PostePay cards in Italy and Correos cards in Spain. We send to mobile wallets in Kenya, Uganda, Tanzania, Ghana, Senegal, Bangladesh, and Liberia. We send to bank accounts in Kenya, Uganda, and Bangladesh. We send to Wave cash pick-up locations in Senegal. Recipients will receive a SMS with a code that they can give to Wave agents with an ID. We send to Access and Zenith banks in Nigeria for cash pickup. Recipients will receive a SMS with a code they can give to the bank teller with an ID.

faq-general

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-tanzania

How do I know my funds are safe?

We are licensed in every country we operate in as a money transmitter business. Plus, because we send the money instantly, your funds aren't stored in our bank accounts, but moved instantly to your recipient.

faq-security

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

How do I know funds are delivered?

We will send you an email and update the transaction state to 'Delivered' on the Transactions screen as soon as the funds arrive to your recipient's mobile. If a transaction requires review for regulatory reasons, we will contact you immediately.

faq-sending

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-senegal, country-tanzania

How do I reset my password?

When prompted for your password, just take a guess, and if it's incorrect you'll see a button to reset your password via mobile or email.

faq-security

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

How long does my refund take?

This depends on your bank's relationship with our debit card processor - some refunds can be processed immediately but others can take up to 10 business days.

faq-sending

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

How secure is Sendwave?

Sendwave takes the security of your personal data extremely seriously. We encode all data as soon as it is entered in the app and send it over an encrypted 128-bit connection.

faq-security

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

What are your fees and rates in Bangladesh?

Sendwave charges no fees, saving you tons of money each time you send! We just make a small percentage on the exchange rate that you see on the main page of the app. For transfers to Bangladesh, bKash will increase the payment to your recipient by an additional 2% under a program sponsored by the Bangladesh Bank. The recipient will be notified of this.

faq-sending

country-bangladesh

How do I add a new recipient?

Click in the 'To' field, begin typing and then select 'AddNew Recipient.' Then, if sending to their mobile wallet or for cash pickup, enter your recipient's full legal name, their phone number, and click 'Save'. If sending to a bank account, enter your recipient's full legal name, choose their bank from the drop down menu, enter their account number, and click 'Save.'

faq-account

country-uganda, country-bangladesh, country-ghana, country-kenya, country-liberia, country-nigeria, country-senegal, country-tanzania

Email

help@sendwave.com aide@sendwave.com compliance@sendwave.com

Call Support 24/7

Call our international helplines for support.
Note: French support has limited hours.

+1 888 966 8603 (US/CA)+44 113 320 7935 (UK)+39 02 3057 8468 (Italy)+353 1800 949 226 (Ireland)+34 900 998 284 (Spain)+33 5 19 74 15 37 (France)

US Office

100 Hano St, Suite #9
Boston, MA 02134 USA

UK Office

11 Hanover Road
London, England, NW10 3DJ

Company registration number: 09627585
‍
Wave Transfer Ltd is Authorised and Regulated by the Financial Conduct Authority (FCA) under the Payment Service Regulations 2017 and Electronic Money Regulations 2011. Registration number: 710118

EU Office

Place Marcel Broodthaers 8, 1060 Saint-Gilles (Brussels), Belgium, EU

Company number: 733.531.321

Sendwave SA is authorised by the National Bank of Belgium to operate as a payment institution within the European Union.

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