Remitly - Frequently asked questions

Why do you charge more for credit cards?

Although debit and credit cards may have the same “Visa” and “Mastercard” logos, we have to pay a much higher fee when you choose to send money with a credit card. As a result, we add an additional 3% charge for credit card transactions. This allows us to keep our prices as low as possible when you use your bank account or debit card to send money safely and quickly to the Philippines.

The additional charge is 3% on your net send amount if you use a credit card. These fees are in addition to our fee for EXPRESS transfers. Whenever possible, we encourage you to use your debit cards for EXPRESS transfers.

How do I use Remitly to send money?

Sending money with Remitly is easy! We give you choices so you can decide how you want to send or receive money.

First, use your email address to create a free account on our website or through our app in the App Store or Google Play. Enter the amount of money you want to send, your recipient’s information, and your payment information.

Click here to learn more about how to send money with Remitly.

How does my recipient receive money?

Depending on where your recipient is located, they may have multiple options for how to receive money including bank transfer, cash pick up, or home delivery. Click here to see our partners and options for how to receive money.

Can I track the status of my transfer?

Your transfer is important to us, so we provide status updates that allow you to easily track your transfer. When you first submit your transfer, you’ll receive a receipt with your reference number. We will send you an update if you make any changes to the transfer, or if it is delayed for any reason.

After the transfer completes, both you and your recipient will receive a notification that the money has arrived.

At any time you can sign into your account and select “Transactions” to view all of your status updates.

What bank, cash pickup, home delivery, and mobile wallet partners do you support?

Remitly works with thousands of trusted partners worldwide to deliver money safely, securely, and on time. Click here to see the full list of our partners.

Where can I find information about exchange rates, transfer fees, and which currencies Remitly supports?

Remitly gives our customers low fees and great rates every single day. Click here to learn more about our rates, fees, and currency options.

How do I manage my Remitly account?

You can make changes to your password, address, phone number and email address through our website or app.

To make changes to your account information, first go to your account Settings

Sign in to your account.
Select “Settings”.
From “Settings”, select “Profile information”.

To change your password

Select “edit password”.
Enter your current password.
Enter your new password twice.
Select “change password” to complete and save your changes.

To change your address

Select “edit address”.
Enter your new address.
Select “change address” to complete and save your changes.

To change your phone number

Select “edit phone number”.
Enter your new phone number.
Select “change phone number” to complete and save your changes.

To change your email address

Select “edit email address”.
Enter your new email address
Select “change email” to complete and save your changes.

If you have any additional questions, please contact us.

How do I change or cancel my transfer?

To change a transfer

You can make changes to your recipient or delivery method if your transfer is not already complete. Simply contact us and provide your reference number, and we’ll help you with any changes you’d like to make.

Changes will be applied immediately and may cause your transfer to be delayed.

To cancel a transfer

Remitly has made this easy to do when logged in from our website or app:

Locate your transfer receipt by clicking “Transfer history” on Remitly’s website or “Transfer details” in our app.
Go to the bottom of your Remitly receipt, and select "Cancel transfer."
We will ask you to provide a reason for your cancellation. Providing this reason will help us improve our service.
Once your transfer is cancelled we will provide you with a new receipt and send you an email confirming your cancellation and your refund status.

How do I update my recipient’s information?

Updating or deleting a recipient’s information is easy. In our website, go to “Settings” and click on “Recipients.” From there you can add a new recipient, update an existing recipient’s name, phone number, or address, or remove an existing recipient.

How does Remitly keep my account and personal information safe and secure?

We work hard to protect your information and to ensure your peace of mind, and have a robust security system to keep you safe around the clock.

Our bank-level security uses 256-bit encryption so all the information you send to us remains private and secure. For example, the whole Remitly.com website (even when you don't log in), is served via encrypted, secure pages.
The servers that we use to store your information are protected both physically and electronically. They are behind a firewall and do not directly connect to the Internet.
We are certified PCI-DSS compliant and are highly regulated by government agencies to keep your valuable information safe.

If you encounter an unauthorized charge from Remitly, please contact us immediately so that we may secure your account and investigate the activity.

What are your transfer limits?

When you first register with Remitly we limit the amount of money that you can send within a 24-hour period to comply with regulatory requirements. It’s easy to request an increase. Click here to see and manage your sending limits.

Does Remitly have a referral program?

Yes! Our Remitly Rewards program rewards you and every friend you refer who signs up and sends money with Remitly for the first time. And the best part? There’s no limit to how many new customers one person can refer.

To get started, just click “Earn rewards” on our website or in our app. You can share your unique referral link with your friends through social media, text message, or email.

What information does Remitly require and why?

As a licensed money services business, Remitly and its banking partners are required to comply with government-mandated verification requirements, which include validating customers' personal information.

For your safety and convenience we will use information that you provide to verify your identity electronically. However, in some cases we may ask for additional documentation, such as your ID, a bank statement, or official piece of mail.

In some cases we may ask about the nature of your remittance. This information gives us a better understanding of who you are sending money to and your reason for using Remitly. This understanding not only allows us to meet our regulatory obligations, but also, more importantly allows us to continually improve our service to you.

Any information you provide to Remitly is securely stored in accordance with our privacy policy.

Frequently asked questions

FAQs When Sending Money to the Philippines from the United Kingdom

Top Questions

Why do you charge more for credit cards?

How do I use Remitly to send money?

How does my recipient receive money?

Can I track the status of my transfer?

What bank, cash pickup, home delivery, and mobile wallet partners do you support?

Where can I find information about exchange rates, transfer fees, and which currencies Remitly supports?

How do I manage my Remitly account?

How do I change or cancel my transfer?

How do I update my recipient’s information?

How does Remitly keep my account and personal information safe and secure?

What are your transfer limits?

Does Remitly have a referral program?

What information does Remitly require and why?

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