Help

How do I contact customer service?

If you have any issues at all, please don’t hesitate to contact us for assistance. Reach out by clicking “Support” below, or email us at info@sendfriend.io.

How do I verify my email?

After sign-up, we will email you with a link you can click on to verify.

How do I update my email?

If you must change the email address you use with us, please create another account. We do not support changing the email address associated with individual accounts.

How do I change my password?

Click the “Forgot Password?” link on the sign-in page. We’ll send you an email to reset your password.

How do I edit my account information?

To edit your own information, select the menu icon in the upper left of the app. When your “My Profile’ screen loads, select the edit icon. You can now change your profile information.

How do I request a refund?

To request a refund, please click “Support” below. We will refund your money within five business days of your request, as long as the funds have not already been picked up or deposited. Please see our terms of service for more information.

Why was my transfer cancelled?

There are a number of reasons that may cause us to delay or cancel a transaction. Please see our terms and conditions for more information.

How do bank transfers work?

We support transfers to the Philippines’ most popular banks. When adding a recipient, be sure to select “Bank Account” in the “Payout Channel” drop-down menu. We do not support transfers to US Dollar-denominated accounts.

How does cash pick-up work?

We support transfers to the Philippines’ most popular cash pickup locations. When adding a recipient, be sure to select “Cash Pickup” in the “Payout Channel” drop-down menu. 

How are my fees determined?

We offer the lowest fees for transfers in the market, period. Your fee is calculated as a small flat rate. If you choose to use a cash payout to the recipient, we also charge a small “spread” on the exchange rate. We do this to be able to cover the fees of our cash payout partners, so your recipient can get the money as quickly and conveniently as possible. 

Do I need to supply identification?

No – If you would like to send large amounts, however, you may need to provide additional ID. This can include: government-issued IDs, bank statements, pay stubs, or a tax identifier.

Why does SendFriend need the phone number of the recipient?

We need their phone number so we can send them a message with a confirmation code. This is for security purposes  — we want to make sure your money is going to the right person! You may also supply an email, which we would only use for contact purposes to update the status of the transaction.

Can I track the status of my transfer?

Yes! Check your “Activity” tab to see the current status of your transactions. The tab will update to reflect where your money is for each step of the process.

When will the money arrive?

The transaction time depends on the payout channel and the payout partner used. For a full list of processing times, see this link.

How much can I send?

We take security and fraud extremely seriously. We allow you to increase your sending limit if you provide us with further identification information (government-issued ID, bank statement, pay stub, or tax identifier).

Where can I send money?

Right now we only support transactions from the US to the Philippines. In the future, we will  bring our payment technology to more markets — keep an eye out! Contact us if you want to send to a country we don’t have service to yet, let us know! We’ll get the ball rolling, and do our best to better serve your community!

From where can I send money?

Right now we only support transactions originating from the State of New Jersey. If you live in another state, sign up for our waiting list here, and we’ll notify you as soon as we enter your state. We’re on our way!

How secure is the transaction?

We care about your security. To protect your funds we use the most advanced security protocols and encryption standards available.

 

We also don’t store any of your debit card information. After you connect your bank account, we discard all of your bank information from our databases. This helps us protect your identity and defend you against fraud attempts.