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HELP CENTER
Email

Email hello@transfergo.com and we'd be glad to help you with all of your questions 

Phone

Contact us by phone during our working hours

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TransferGo Support team is here to help from 7:00 AM to 4:00 PM GMT, Monday through Friday.

Documents and why we need them

We ask you for additional documents so that we can comply with HMRC and FCA regulations, and keep your money safe. Providing them in advance will make your transfers even more straightforward. Our Customer Support Team will support you with this process.

Usually, we ask for documents for the following reasons:

 

Document type

Required when...

Frequency

Ways to provide

ID

You order your second transfer, or if your first transfer equals 900 GBP* or more

A one-off procedure until the document expires**

Upload in the activity feed

Proof of address

You’ve passed face (selfie) verification and transferred 15000 GBP* within 3 months. 

OR if you passed ID verification and transferred3500 GBP* within 3 months.

Usually once a year.**

Upload in the activity feed or send it to us***

Proof of funds

Your transfer is equal to or exceeds 6500 GBP*, or you reach 15,000 GBP* in 90 days, or 30,000 GBP* in multiple transfers in total.

Every time you send 6500 GBP* or more

Send it directly to us***

* Or the equivalent in another currency.

** Please note that we need two separate documents when proof ofID and proof of address are both required.

*** Please be aware that we can only check your documents from Monday to Friday (0700 to 1600 GMT), excluding bank holidays. You can send your documents to hello@transfergo.com, otherwise our Customer Support representative will contact you to provide any help you need.

We reserve the right to request additional documents even if you don’t reach one of the thresholds mentioned above. These measures allow us to protect our customers better from fraud.

Don’t worry, all the documents you send us are entirely safe: we store them in a private, secure data centre that can only be accessed by our trained staff via a 2-factor authentication panel.

Feel free to contact Customer Support if you’re sending large amounts and want to check the details of the verification process in advance.

 

Your happiness team:

Marta

Andzej

Justina

Victoria

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