Troubleshooting

Your most common issues, solved

  • How we handle complaints

    We care about your experience We strive to deliver high-quality customer service and meet your expectations. We take all concerns and complaints seriously and work with you to resolve any issues that you rais...

  • Why I can’t see Ukraine among the receiving countries?

      We send from and to over 60 different country combinations. You can check the full list here. For those with Russian and Belarusian citizenship wishing to send money to Ukraine, we need to see their Perman...

  • My transfer is rejected, but I can’t change the details myself. How can I fix this?

    If your transfer got rejected and you see that it’s currently suspended, you might be able to correct the details of your transfer yourself. However, in some cases, correcting the details on your own won’t be...

  • My transfer got rejected. Can I correct my receiver's details?

    Sometimes, the transfers that you send might get rejected by the receiver’s bank. Here are some of the reasons: Your receiver’s details are incorrect (name, bank account number, phone number, card number etc...

  • I can't log in

    If you can't log in to your account, try the following steps: Open your TransferGo app and enter your current phone number Enter the email address you used when creating your account If all your details are...

  • I can’t access my email address anymore

    Please keep in mind that these steps apply only if you cannot access your old email address and you cannot change the phone number yourself. Changed your phone number? To...

  • I'm unable to verify my identity

    If you’re waiting for the identity verification result, please keep in mind that the process might take up to one hour. If your verification was unsuccessful, please try again and check to see that your pictu...

  • My local transfer hasn't reached TransferGo yet. What should I do?

    If you sent us a deposit via a local transfer, you shouldn’t worry if you don’t see the money in your TransferGo account immediately. It can take longer for bank transfers to be processed: if you sent a loca...

  • Debit card declined

    Trying to make a card payment but see an error message? This means that the payment was declined by your card issuer, and the money will not be withdrawn from your card.Here’s how you can solve this:- If you'...

  • I don’t have online banking. How can I send money?

    If you don’t have online banking, you can go to your local bank branch and ask them to transfer the money to a TransferGo bank account. We’ll then send this money on to your receiver.   First, you need to cre...

  • I received confirmation, but the money hasn’t arrived

    Depending on the bank of your receiver, it may take them a few hours to process the payment.   What does this mean?  In some cases, this means that there is a delay from the time you received a notification f...