Frequently asked questions
Answers to the most asked questions
Helasend - The cheapest way to send money worldwide
Getting started with Helasend
How do i download the Helasend app

The app is currently available on Google Play Store. We are working on the iOS version and should be available for download soon.

Setting Up your account
Why do I need to supply my documentation?

To keep the service safe, we use a government-issued photo ID to confirm the identity of the money sender. You may also need to send us documents to confirm your recipient's ID.

What forms of ID do you collect?

National ID - Please show the front and back of the ID card. The document number must be visible and there should be no glare.

Passport - All four corners of the document must be visible and it should show your:

  • Photo
  • Your full name
  • Date of birth

Driving License - This must be in high resolution and should show:

  • your signature
  • the expiry date
  • the place of issue
  • the full machine-readable zone (the 2 lines of letters and numbers at the bottom of the document) if present.
Account verification
Why do I need to verify my account?

To ensure that your account is safe you may be required to verify your account. The type of verification we will need can be different depending on the amount that you are sending, and which country you are sending from. This is because each country you can send from will have different laws that WorldRemit need to abide by.

Usually, we will only be required to check your name, address and date of birth. However, in some circumstances, we may also require further information in order to comply with our regulatory obligations. This can include the purpose of your transfer or source of funds for example.

We will contact you if we require anything from you, so please ensure you check your emails and in app communication for a hi from us.

Address Verification

Depending on the amount and country, you are sending from or sending to, we may need you to verify your address.

You can verify your address by uploading your proof of address such as driving license, utility bill, invoice or council tax document in your profile section of your app or by emailing the Helasend customer service team at hello@helasend.com. Please note that the proof of address should not be more than 3 months old.

Data Protection
How is my data used?

We only use your data for KYC purposes. To find out more about how we use your data, please read our Privacy Policy.

Send Money
What payout services are available?

The services available on Helasend are dependent on the country (link to payout country) that you are sending to. The available services are as follows:

  • Bank Deposit
  • Mobile Money
I don’t see my bank.

We only support a handful of banks so as to ensure that your money gets to your account on time. We are working on onboarding more banks to our service. You can request for your particular bank to be added by contacting our customer service team at hello@helasend.com or through your in app chat feature.

I see an error: please verify your account. What do I do?

To send certain amounts of money, you need to verify your account. You can do this by going to your Helasend profile and click on verify account. Follow the prompts and you will be on your way to experience the wonderful world that is Helasend’s.

My payment won’t go through

Your payment may not be processing for a number of reasons. To help solve the issue, please follow these steps:

  • Check that your payment details have been entered correctly, such as: The correct card number, expiry dates and security codes.
  • If all details are correct, please check why the payment has been declined with your bank. In some cases, you may need to approve the payment with your provider before returning to us to complete the transfer.
My money is taking longer to process than I expected

You will have received an email or in-app notification from us stating “your transaction is on its way”. Within the email it says how long it will take. Have you been waiting less than this amount of time?

Yes
Please wait until after the time specified within the email has elapsed, to allow time for your transfer to be processed.

No
If your transfer is taking longer than you expect, it could be due to one of the following reasons:

We may have asked you to provide additional information or documentation. You can check this by seeing if you have an email from us, or by checking your transfer status. There may be an issue that we’re working to resolve. If this is true, we’ll keep you informed by email and SMS. You can wait for this to be resolved, or request cancellation through the website and / or app.

How do I track my transfer?

Helasend offers you a way of tracking your transfer as it happens. To view this, click on that particular transaction on your homepage.

How do I cancel a transfer?

You can request cancellation of your transaction through the transfer status page on our website and app.

Refunds
Refunds usually take 1 - 7 working days, depending on your payment method.

Please note that we are not always able to cancel transactions once they have been sent. If your transfer status page does not allow you to cancel, this means the money has already been paid.

I’m still waiting for my refund

Have you been waiting less than 7 working days for your refund?

Yes
Refunds are usually processed within 7 working days. Unfortunately we will be unable to chase the refund for you before the 7-day period is up, so please be patient whilst the money is returned to you.

No
First check with your bank to make sure you have the latest balance on your account. Your bank may be in the process of returning the refund to your account. If you’ve checked the above and your money is not back in your account, please contact us so we can investigate further.

Contacting us
How do i contact Helasend incase of a problem?

You can contact us at any time by clicking on the chat function In your app and on our website. You can also contact us by email at support@helasend.com and by calling us at +971xxxxxxxx

Helasend is a product by Money Transfer International Limited which is incorporated in the United Kingdom and is Authorised and Regulated by the Financial Conduct Authority (FCA) under license number 828633.