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.

About

  • What is Travelex International Money Transfer?

    Travelex International Money Transfer is a remittance service provided by NIUM LIMITED (“NIUM”) that allows clients from Hong Kong 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 a money service operator regulated by the Hong Kong Customs and Excise Department under Licence No. 16-01-01797.

  • 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 for more information. If you have further questions, feel free to send an email to: support.travelex@nium.com or via chat by clicking on Ask Adam.

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.

  • 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 through introducer 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.

  • 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. For verification purpose, you need to upload documents that will serve as proof of identity and address.

  • What documents must be uploaded for verification?

    Non-Permanent residents of Hong Kong are required to upload an image (i.e., in JPEG, PNG or PDF format) of their Passport and Hong Kong identity card (HKID) document. They are also required to capture a selfie on our website, holding the front of Hong Kong identity card (HKID) document.

    Permanent residents of Hong Kong are required to upload an image (i.e., in JPEG, PNG or PDF format) of Hong Kong identity card (HKID) document. They are also required to capture a selfie on our website, holding the front of Hong Kong identity card (HKID) document.

  • How quickly can I start transferring money?

    Your account verification usually takes from a few hours to 24 hours. In case of verification related queries, it may take longer.

  • 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.

  • Who can use Travelex International Money Transfer services?

    Hong Kong citizens, Permanent Residents or Expatriates over 18 years of age, who own a bank account in Hong Kong, can make transfers through Travelex International Money Transfer and the remittance service is provided by NIUM.

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.

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 provided by NIUM 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.

  • 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.

  • What payment methods does Travelex International Money Transfer support for transfers processed by NIUM from Hong Kong?

    We currently support:

    • • Debit card payments
    • • Bank transfers

Debit Cards

  • Which debit cards are accepted by Travelex International Money Transfer serviced by NIUM?

    We accept all debit cards issued by Visa and MasterCard, the fee is HKD 1.99 and it will be charged on each transaction.

  • How many debit cards can I add & save on my account?

    You can add a maximum of 3 cards to your account.

  • How can I make a debit card payment?

    Once you reach the final step of setting up your transfer, you'll see debit card as a payment option.

    • • Select debit card as your payment method.
    • • Fill in your card number, expiry date, security code and click on Add Your Card.
      (*Your card details will be saved to your profile for future use.)
    • • Once you have filled in your debit card details, click on Authorise Transfer.
    • • Click on Send Verification Code. Enter the code received on your mobile phone and click on Confirm.
    • • Once you've verified your identity, you will be taken to the 3D Secure (3DS) authentication screen.
    Once you've completed the 3DS process, you'll be taken to our payment confirmation screen.
    Note: A debit card cannot be linked to multiple sender accounts.

  • Can I pay using someone else's debit card?

    No, you cannot pay using someone else's debit card. We only accept payments made from the user's own debit card.

  • How long does a debit card refund take?

    Once you cancel your transaction for which we have received the funds, a debit card refund can be processed within 3-4 business days.

  • What do I do if my debit card transfer fails?

    Please contact your card-issuing bank for more information.

  • Is there a limit on debit card payments?

    You can send a minimum of HKD 1,000 and a maximum of HKD 30,000 via debit card payment method.

Bank Transfer

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

    You may transfer money to NIUM through your internet/mobile banking or visit your bank. 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 else’s bank account?

    NIUM does not accept third party payments.

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

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

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

    NIUM does not accept cash deposits.

  • How do I set up a transfer with NIUM through 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 a recipient is rejected?

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

  • 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.

  • How do I cancel my transfer with NIUM through 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 and maximum I can transfer with NIUM through Travelex International Money Transfer?

    The minimum amount for a money transfer through NIUM for your native currency (HKD) is HK$1000 and for other currency (USD) is US$120.
    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 Debit Card, there is a limit of HK$30,000 per transaction.

  • Which sending currencies does NIUM support through Travelex International Money Transfer?

    You may transfer money from your native currency Hong Kong Dollars (HKD) and United States Dollars (USD).

  • 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 in Philippines?

    • • 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 pickup transfers?

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

  • 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 in 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, or via chat by clicking on Ask Adam. the team will be pleased to help you.

Travelex International Money Transfer Disclaimer & Additional Information

The Travelex International Money Transfer service is provided by NIUM Limited (No. 16-01-01797).

Travelex Currency Exchange Limited is solely involved in the marketing and promotion of the Remittance Services.

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