FAQ

Frequently asked questions

  1. Download the Crosspay app onto your mobile phone. Yes, we support both android or iOS
  2. Create an account. It’s very easy and straightforward. We will require ID documents in some countries. If you already have an account, you just need to sign in.
  3. Download the Crosspay App onto your mobile phone. Yes we are available for download on both iOS and Android.
  4. Create an account. It’s very easy and straightforward. We will require ID documents in some countries. If you already have an account, you just need to sign in.
  5. From the Home screen, choose your Receiving country and enter the amount you wish to send.
  6. Choose how you want the amount to be received by selecting your Service Type. We offer Account Credit, Cash Pickup and Mobile Wallet services depending on the Receiving country.
  7. Select your Payment Method. You could choose ‘Standard Transfer’ if you wish to send money from your bank account or opt to pay with your Debit Card by choosing ‘Quick Transfer’.
  8. Select your Recipient from your Receivers list or add a new Receiver.
  9. Confirm the details and click ‘Confirm and Pay
  1. For Standard Transfers – once the transaction is booked, the total amount needs to be transferred from your bank account to Crosspay’s  account details shown on the screen. The transaction will be authorised only on receipt of cleared funds in our bank account.
  2. For Quick Transfers- the transaction can be completed by making a payment directly using your debit card in the next step.
  1. Once a transaction is completed, status and details of the transaction can be viewed from the History tab. A copy of the transaction receipt will also be shared to your registered email.
Depending on the payment method, your money will be deposited quickly or within a day. You can check your transaction history for the status, and for any queries, please contact us
Money transfer rates can vary depending on:
  • The amount of money you are sending
  • The location
Don’t worry, we’ll notify you of the prices before you pay via the medium you’ve chosen: website, app, phone, or email.
There is no upper limit or lower limit to the amount you can send. Although certain countries do have some upper restrictions, we can help answer your questions and provide solutions  along the way.
Crosspay is a UK based digital payments company that allows individuals and corporates to send payments overseas for personal and business needs using a smartphone, tablet, computer or by calling our dedicated team. We provide extremely competitive rates and our charges are low, and we also provide a personalised service to all our customers! Money can be sent to bank accounts and for cash pick-ups. We are constantly expanding the options through which people can receive money. You can send money to over 100 countries currently and this number is growing!
Safe and secure transfer of payments is our primary objective. We ensure that our website and mobile app is secure by using industry standard encryption. All the partner companies we use to process payments are also required to comply with strict security and privacy standards. Crosspay is regulated as an Authorised Payment Institution by the Financial Conduct Authority (FCA), and we are legally required to hold all of our customers’ funds in a segregated client account separate from our operational accounts.
Crosspay Ltd is authorised by the Financial Conduct Authority under the Payment Services Regulations 2009 (FRN 720157) for the provision of payment services. Crosspay Ltd is licensed and regulated by HMRC as a Money Services Business (MSB), Licence No.12847230.
You can sign up for an account by selecting Sign Up on our website homepage or selecting Register on the Mobile App. It is completely free and you will be required to provide some very basic details of yourself.
You can amend details on your account anytime, but for security reasons this can only be authorised by getting in touch with us. If for any reason you would like to close your account, contact us and we will delete your account. Once this is done it cannot be accessed by you or anybody else.
No. You can only sign up once. If we find that there is more than one account for a customer, we may block all the accounts. If you think you may have created more than one account, let us know by contacting us here and we will keep the one you want and close the other(s).
  1. Create an account. It’s very easy and straightforward. We will require ID documents in some countries. If you already have an account, you just need to sign in.
  2. Download the Crosspay App onto your mobile phone. Yes we are available for download on both iOS and Android.
  3. Create an account. It’s very easy and straightforward. We will require ID documents in some countries. If you already have an account, you just need to sign in.
  4. From the Home screen, choose your Receiving country and enter the amount you wish to send.
  5. Choose how you want the amount to be received by selecting your Service Type. We offer Account Credit, Cash Pickup and Mobile Wallet services depending on the Receiving country.
  6. Select your Payment Method. You could choose ‘Standard Transfer’ if you wish to send money from your bank account or opt to pay with your Debit Card by choosing ‘Quick Transfer’.
  7. Select your Recipient from your Receivers list or add a new Receiver.
  8. Confirm the details and click ‘Confirm and Pay’.
    • For Standard Transfers – once the transaction is booked, the total amount needs to be transferred from your bank account to Crosspay’s  account details shown on the screen. The transaction will be authorised only on receipt of cleared funds in our bank account.
    • For Quick Transfers- the transaction can be completed by making a payment directly using your debit card in the next step.
  9. Once a transaction is completed, status and details of the transaction can be viewed from the History tab. A copy of the transaction receipt will also be shared to your registered email.

Our charges and exchange rate will be clearly displayed at the time of doing the transaction. You can also use our online calculator to get this information.

Generally, it takes just one working day. However, this can vary depending on which country you are sending to and how you are sending it. The transaction itself will be only be released once we can confirm that the payment has been made and received by us. The time indicated may also vary slightly due to some things such as additional security checks, market conditions in the destination countries which are beyond our control. Any transactions made on Friday evening and weekends and bank holidays will only be processed on the next working day.
There is nothing more to do from your side, unless you are contacted by us for additional details. We will verify some information and process the transaction. If you want to ask us anything about the progress of your transaction, please contact us.
As most transactions are processed within minutes, it may not be possible to amend any details. However, if you do need to amend any details on a transaction, contact us here and we will try our best to help you.
Anyone residing or having bank accounts in any of the recipient countries of Crosspay can receive the money. Note:There are a lot of scams that are being run by criminals who try to get victims to send money through services like Crosspay. So we advise you not to send money to anyone you don’t know.
If we are unable to verify your identity independently or depending on the amount you’re sending, we may ask you to provide some of the following documents to verify your identity: Proof of Identity: Scanned copy of your passport/Scanned copy of full UK driving licence (not provisional)/Scanned copy of EU member state ID card with photo Proof of Address: Utility bill* (we don’t accept mobile phone bills or payslips)/Bank statement*/Bank letter*/Tenancy Agreement/Credit card statement*/NHS letter/Provisional driving licence/Council Tax bill*/Official letter from any UK Government body *These documents should not be more than three months old.
Depending on the amount being sent and for certain types of transactions, we may ask you to provide some of the following documents to verify the source of funds: Payslip/Bank statement/screenshot from online banking/Tax rebate receipt/Completion statement of house sale/Car sale receipt, etc./Bank loan documents (including mortgages)
You will be able to upload your IDs and supporting documents directly on to your profile when prompted. If you are unable to do this or we have requested additional information/documentation, please email us payments@crosspaymt.com
  • By debit card from: UK – maximum of £1000 over a 30-day period
  • Norway – maximum of NOK 30,000 over a 30-day period
  • Sweden – maximum of SEK 30,000 over a 30-day period
  • Denmark – maximum of DKK 30,000 over a 30-day period
  • Other EU countries – maximum of € 3,000 over a 30-day period
  • By bank transfer from anywhere – any amount as long as your bank will allow it.
  • Remember, there may be restrictions on how much can be received depending on the country you are sending to and how you are sending the transaction. We do not accept cash or cheques.
In the unlikely event that this does happen; you can contact us here and we will help resolve the issue. To avoid this happening, we do advise that you check the details of your transaction before you confirm and/or the transaction receipt for any errors. If there are any errors it must be brought to our attention immediately.
No. We don’t accept payments from anyone other than yourself (the customer). When making the payment, make sure that the money is either being transferred from your account or made using your debit/credit card.
If you are a corporate, contact us and we will help you get going as it is a slightly different process to signing up as an Individual. We will be happy to give you a personalised service.
If you do not have access to Crosspay’s mobile or web applications, you may still be able to transfer money by calling our customer support team on +44 203 096 2255 and providing the necessary details.
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    REGISTERED OFFICE AT QUEENS COURT, 9-17 EASTERN ROAD, ROMFORD, RM1 3NH, UNITED KINGDOM. COMPANY REGISTRATION NUMBER: 11585641. CROSSPAY LTD (A SUBSIDIARY OF CROSSPAY GROUP) IS AUTHORISED BY THE FINANCIAL CONDUCT AUTHORITY (FCA) FOR THE PROVISION OF PAYMENT SERVICES. FIRM REFERENCE NUMBER: 720157 AND REGULATED BY THE HM REVENUE & CUSTOMS AS A MONEY SERVICE BUSINESS. MLR REGISTRATION NUMBER: 12847230


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