How do I send money from Europe?

To send money, start by visitingwww.send.flutterwave.com to sign up or login. To begin setting up your transfer;

• Enter the transaction details (the amount you want to send and the recipient’s country/currency).

• Choose a delivery method (how you want the recipient to receive the funds).

• Enter the recipient’s details.

• Review the transaction details you provided to ensure that there are no errors

• Complete the transfer using a debit card or credit card.

Note: As soon as your payment is confirmed, your transfer will be processed to the recipient.

What is the cost of sending money from Europe?

We charge a flat fee of 1 EUR for every transfer.

How long will it take for my recipient to receive the funds?

Once we receive your payment, the time it takes to process the transaction depends on your recipient’s country or delivery method.

• Nigeria: Payments to bank accounts are delivered within a minutes

• United Kingdom: Payments to bank accounts are delivered within 24 hours.

• United States: Payments to bank accounts are delivered within 72 hours.

• Europe: Payments to bank accounts are delivered within 48 hours.

• Kenya: 

  • Bank account payments are delivered within 24 hours.

  • Mobile money payments are delivered within 24 hours.

• South Africa: Payments to bank accounts are delivered within 24 hours

• Malawi: Payments to bank accounts are delivered within 72 hours.

• Cameroon: 

  • Bank account payments are delivered within 72 hours.

• Cote D’Ivoire: 

  • Bank account payments are delivered within 72 hours.

  • Mobile money payments are delivered within minutes.

• Senegal: 

  • Bank account payments are delivered within 24 hours.

  • Mobile money payments are delivered within minutes.

• Ethiopia: 

  • Bank account payments are delivered within 24 hours.

  • Mobile money payments are delivered within 24 hours.

We will always keep you informed on the payment status by notifying you when we have received and delivered the payment to your recipient.

I have paid. What’s the next step?

We typically receive payments a few minutes after they are successfully made. If the status of your transaction is "Pending", it means that we are still waiting to receive or verify the payment. Once we have received the payment, the status gets updated to "Processing", indicating that we are currently processing the transaction to your recipient. As soon as we deliver the payment to your recipient, the status of the transaction gets updated to “Successful”.

How can I track my transaction?

You can track the progress of your transaction in two ways:

• Email: We will email you updates on the progress of your transaction, including when we receive your payment and when we deliver it to your recipient.

• Send App account:

  • Login to your Send App account,

  • Navigate to the transactions tab,

  • Locate and select the transaction,

  • You’ll see a timeline of the progress of your transaction here.

My transaction is taking too long. What can I do?

The time it takes to successfully complete your transaction depends on the recipient’s country and delivery method. 

• If your transaction has not moved to a “processing” status within 15 minutes of making the payment, OR

• If your transaction is “processing” longer than the time specified for delivery 

Contact our support team via the In-app chat messenger on your dashboard or send an email to send@flutterwavego.com. When contacting us, please include the following information:

• Proof of payment (receipts, bank or card statements, mobile payment screenshots etc)

• Transaction reference number. To locate this;

  • Login to your Send App account,

  • Navigate to the transactions tab,

  • Locate and select the affected transaction,

  • Locate the reference number and copy it.

• Date of payment

• Amount paid

• Reason for complaint

Can I request a refund?

Yes, you can request a refund by contacting our support team. Please note that the refund process may vary depending on the status of the transaction at the time of the request.

1. If the transaction has not been delivered to the recipient, we would initiate the refund.

2. If the transaction has been delivered to the recipient, a refund may not be possible, as the funds might have been used by the recipient. However, please note that we would make all efforts to recover your funds.

Transaction has not been processed

For cases where the transaction has not been processed and the funds are still in our position, we would initiate a refund from our position to the source account. This means that the refund would be processed to the account or payment instrument you made payment from. In some cases, we might contact you to verify the account payment was made from to enable us complete the refund. It takes between 1 - 3 business days for us to verify the source account and initiate the refund from our position. Once we initiate the refund, it would take between 3 - 15 business days for the refund to arrive at your position. We will notify you via email as soon as the refund is on its way.

If your refund exceeds this timeline or if you have any concerns on the refund, please contact our support team via the In-app chat messenger on your dashboard or send an email to send@flutterwavego.com. When contacting, please include the following information:

• Proof of refund confirmation (refund email or chat confirmation received)

• Transaction reference number. To locate this;

  • Login to your Send App account,

  • Navigate to the transactions tab,

  • Locate and select the affected transaction,

  • Locate the reference number and copy it.

• Reason for complaint

Note: In some cases, we may need to engage our payment service provider for further checks or resolution.  This process can take anywhere from 2 to 35 business days. Rest assured, we will keep you informed throughout the process.

How can I contact the support team?

Login to your Send App account to chat with our support team via the in-app chat messenger on the dashboard or send us an email at send@flutterwavego.com. We’ll be happy to assist you. 

Communication timelines

First response timelines:

• Chat: We will acknowledge receipt of your chat message within 15 minutes from the moment you contact us.

• Email: We will acknowledge receipt of your email within 1 hour from the moment you contact us.

Resolution timelines: 

We will review your complaint and provide you with resolution details within 24 hours. In some cases, we may need to engage our payment service provider for further checks or resolution.  This process can take anywhere from 2 to 35 business days. Rest assured, we will keep you informed throughout the process.

Examples of issues that may require additional checks with our payment service provider include:

• Delayed receipt of payment,

• Unauthorized payments,

• Fraudulent payments

• Refund delays

• Other payment-related discrepancies