Remitly

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United Kingdom

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A clear guide to using Remitly

Find out what Remitly is for, what it isn’t for, and how you can use it to send money safely to your family and friends.

You can use Remitly in your preferred language

We recognise English might not be your preferred language. So, to help you understand how to use Remitly and keep your money safe, we offer all our information and services in different languages.

Change language using the Remitly website

Select the menu on the top right-hand corner of our website, then choose your preferred language from the drop-down list.

Change language using the Remitly app
Tap the My Remitly settings button at the bottom of the screen, then tap Language to choose your preferred language.

Remitly is designed to send money to family and friends

Remitly is a service for you to send money worldwide to family members, friends, or people that you know and have met in person. This could be for help with things like:

House payments, rent, utility bills, or medical expenses.
Wedding, funeral, or travel costs.
Education and tuition.
Gifts for birthdays, anniversaries, or other special occasions.
Saving for retirement or inheritance.

More about how Remitly works.

Remitly is not designed to pay for goods and services

We don’t recommend that you use Remitly to send money to people you have not met in person, or to pay for goods or services – as doing so can expose you to potential scams, and we are not responsible for the quality or delivery of any goods or services.

If you choose to send money to someone you don't know or you haven't met in person, or to pay for goods and services, you do so at your own risk, and you may lose your money.

More about what kinds of money transfers aren’t allowed.

Find out why protecting you is our priority.

Don’t use Remitly for any illegal or harmful purposes

We’re required by law to make sure that you don’t use our services for illegal, harmful, or other inappropriate purposes.

You must not use the Remitly service to buy, fund, sell, or access:

Sexually oriented materials or services.
Gambling activities.
Tobacco, or tobacco-related products.
Firearms.
Prescription drugs, or other controlled substances.

If you do use Remitly for any of the purposes listed above, we can stop your money transaction and/or suspend your account.

More about what kinds of money transfers aren’t allowed.

How to get help if your account is suspended.

How to keep your Remitly account secure

You’re responsible for keeping your Remitly account secure, and must never share your access to our service with anyone else.

We recommend you use a strong, unique password when setting up your Remitly account, and to change it regularly.

If you ever think your personal details or account have been accessed by someone else, or if you suspect you’ve been a victim of a fraud or scam, please tell us as soon as possible so we can help you keep your money safe.

More about how to protect your information.

Get in touch 24/7 by phone or chat.

How Remitly keeps your data and your money safe

Every time you use Remitly, you trust us to help you send money safely to your family and friends.

Keeping your personal data protected at all times is our priority. We use multiple levels of security that are designed to keep you and your loved ones protected — so you can send money home with peace of mind.

Why protecting you is our priority.

Why you should trust Remitly.

Remitly isn’t a bank, it’s a digital financial services provider

To help send your money safely and quickly around the world, Remitly works with trusted partners and is regulated by the Financial Conduct Authority (FCA) for UK customers.

This means that, while your money is not covered by the Financial Services Compensation Scheme (FSCS), we’re required to protect it at all times.

We protect your money by following safeguarding rules — so even in the unlikely event of Remitly becoming insolvent, or if we stop trading, you will get your money back.

Why protecting you is our priority.

Why you should trust Remitly.

How to make a complaint about Remitly

If you need help resolving an issue with a transaction right now, we're available 24/7 by phone or chat.

If our service hasn't met your expectations, and you want to make a complaint, we're here to help.

You can make a complaint by filling out a short web form. We'll let you know when we receive your complaint and begin investigating as quickly as we can. We'll stay in touch with you as we investigate. In most cases, we resolve complaints in just a few days, within 15 days at the latest.

In a few exceptional cases, where your complaint is complicated, we may take up to 35 days to resolve your complaint, but we'll let you know within 15 days when you can expect to receive our final response.

After our final response, if you're still unhappy, you can escalate your complaint to the free Financial Ombudsman Service (FOS), who will consider if we've resolved your complaint appropriately. Find out more at Financial-Ombudsman.org.uk.

Make a complaint or report an issue.

Why you should trust Remitly.

Get in touch with Remitly for help or support

Whenever you need to get in touch with Remitly, we're here to help you.

Our friendly Customer Care Team can chat with you online, or on the phone 24/7 in English and Spanish.

And our 24/7 Help Center has plenty of answers to frequently asked questions about using Remitly, translated into 15 languages.

Start with our 24/7 Help Center.

Or contact us for online chat or voice support.

How to send money with Remitly

How to send money with Remitly in 8 steps, with links to help you along the way.

Step 1: Sign up for a free Remitly profile

You can sign up for Remitly using the smartphone app from the App Store or the Google Play Store, or visit Remitly.com. More on how to sign up.

Step 2: Choose where you want to send money, and how much

Select the country you want to send money to and the amount to transfer. We clearly show our exchange rate and fees, so you know exactly what you're paying. More about how to change the country you're sending to.

Step 3: Choose your money delivery method

Depending on what country you're sending money to, we offer a choice of delivery methods that includes bank deposit, cash pickup, mobile wallet or home delivery. More about delivery options.

Step 4: Enter the details of your recipient (the person you're sending money to)

Provide the information we need to know about your recipient, including their full name and contact details, and their mobile phone number. How to change recipient details.

Step 5: Check your money transfer details and confirm

We'll give you a clear breakdown of any costs or fees for your money transfer. Once you know the details are correct, choose to confirm your transfer. You can also change an active transfer.

Step 6: Choose how to pay for your transfer

To complete your money transfer, select a payment method. Choose from a bank transfer via the UK's Faster Payment Service (FPS), debit card or credit card transfer, or Apple Pay. More about how to pay for your transfer.

Step 7: Track your money transfer

After your payment is confirmed, we will give you a tracking number to check the progress of your transfer. More about how to track your transfer.

Step 8: Your money is delivered to your recipient

Once your money transfer is complete, your recipient receives the money you've sent using the delivery method you chose.

We aim to deliver your money by the time we promise. If this doesn't happen, please ask us to refund your transfer fee by contacting us.

Find out why you can trust Remitly.

More about how to send a transfer with Remitly.

Take a look at our User Agreement

Our User Agreement is written so that it’s easy to read and understand, using clear, easy-to-follow language without any jargon or legal terms.

It’s worth reading our User Agreement, as it sets out all the terms and conditions for using our services.

Read our User Agreement.