HBMoneyTransfer - Online Money Transfer Exchange

Frequently Questions

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Frequently Ask Questions

Here is the registration link: Register For quick resolution, you can download our app too.
Android : https://play.google.com/store/apps/hbmoneytransfer
IOS : https://apps.apple.com/ng/app/hbmoneytransfer
If you have further questions or need additional assistance do not hesitate to contact us at: https://hbmoneytransfer.com/

Sending money online with HB money transfer is as easy as it gets. All you need to do is:

  • 1. Create an account using our website or mobile app.
  • 2. Complete your profile with basic details and required documents.
  • 3. Choose the destination country, and desired payout option, and enter the receiver’s details.
  • 4. Pay for the transaction using your Debit/Credit Card or your Bank Account.

You can pay for your online transactions using:
1. Debit Card
2. Credit Card
3. Online Bank Transfer (UK only)
4. Giropay (Germany only)
5. Soford (Germany only)

To place the transaction, you need to Login your account and once the dashboard opens follow these simple steps:

  • 1. Click on send money.
  • 2. Choose Destination Country.
  • 3. Select payout option, i.e., Cash Pick up, Bank Deposit, or Wallet.
  • 4. Select payout location (Bank, etc.).
  • 5. Enter amount.
  • 6. Create or choose Beneficiary.
  • 7. Confirm Bank details (For bank deposit only).
  • 8. Select payment method.
  • 9. Confirm the Payment

We may acquire any of the following documents as proof of identity for a transfer:
Proof of ID

  • Coloured picture of passport
  • Coloured picture of driving license
  • Coloured picture of EU member state ID card with photo
  • Coloured picture of Resident Card

Proof of address
  • Utility bill
  • Bank statement
  • Bank letter
  • Employment letter
  • Credit card statement
  • NHS letter/GP card
  • Official letter from any Government body

Proof of funds: As per declared Source
  • Pay/wage slips
  • Credit card statement (Document must contain identification such as name and account number)
  • Solicitor Letter, House sale receipt, car sale receipt, etc.
  • Bank loan documents (including mortgages)
  • P60 or P21(Annual Tax Returns)
  • Self-assessment

(HB money transfer, in line with its compliance policies, reserves the right to ask for any additional documents, hold or reject payments)

If you are sending money using a Debit card or Credit card, then most transactions are completed in minutes.
If sending money using the Online Bank Transfer method, then transactions are completed within 1-2 banking days.
Note: Following factors may also affect delivery times:

  • Accuracy of Information (both personal data and beneficiary details)
  • Difference in time- zones
  • Operational working hours (unavailability of banks on weekends and local holidays)
  • Additional information needs to be collected from you to ensure the security and safety of your transaction
  • Uncontrollable circumstances, such as a rare instance of downtime affecting one of our business partners

HB Money Transfer is an online portal so that you can send money online.

For payment collection, the receiver needs to provide the following details:

  • Transaction number (also known as payment number, PIN, or pin code)
  • Beneficiary’s valid National ID Card of the destination country.

Yes – protecting your money and data is our prime priority
That is why we are:

  • Verified by MasterCard and Visa
  • Fully regulated by the Financial Conduct Authority (FCA)
  • Registered by His Majesty’s Revenue and Customs (HMRC)
  • Use world-class compliance

Transaction details can be amended as per the below-mentioned procedure:
From the HB Money Transfer website:

  • Log in to your account.
  • Go to Customer Support
  • Click on add new query.
  • Select Complaint Type.
  • Select the pin number you want to amend.
  • Add correct details in the message and submit.

From the HB app:
  • Log in to your account.
  • Go to More > Customer Support
  • Click on add new query.
  • Select Complaint Type
  • Add correct details in the message and submit.

Note :Wallet account details cannot be amended

If you are using the application on your mobile phone
Login to your account,

  • Go to More
  • Click on upload documents
  • Select document type
  • Enter document details
  • Upload a document and save it.
If you are using the website by using a laptop or PC
  • Login to your account.
  • Click on My Documents,
  • Click on add new document
  • Select document type,
  • Enter document details,
  • Upload a document, Submit it.

Kindly update us on the source of your funds. Is it your earning, savings, or loan?

  • If it is your earning, we require your recent salary slip, and your updated bank statement.
  • If it is your saving, then please send your updated savings account bank statement.
  • If it is a loan, then please enclose your loan letter and your updated bank statement.
After uploading that in your profile, please let us know the amount, and the recipient country via email at support@hbmoneytransfer.com The compliance team will get back to you after review.

Please refer here https://www.hbmoneytransfer.com for updated rates, fees and offers available in the region where you are sending the funds, or from where the funds are being sent.

Our Team is constantly monitoring the rates and checking what is the most appealing offer we could present to our customers. At the same time, we need to take into consideration the situation on the foreign exchange market as well as what our local intermediaries can offer us on a given day.

  • Proof of address
  • Utility bill
  • Bank statement
  • Bank letter
  • Employment letter
  • Credit card statement
  • NHS letter/GP card
  • Official letter from any Government body
  • An official letter from any Government body
Note: Please make sure that there is ample background light (without camera flash) and that all four corners of your documents are visible & legible (like the rest of your document). Please also make sure that the document that you are providing is less than 90 days old.

A valid photo ID is any of the following:

  • Coloured picture of passport
  • Coloured picture of driving license (front and back) Except Germany and Spain
  • Coloured picture of EU member state ID card with photo (front and back)
Also, do make sure that document is not expired and there is ample background light (without camera flash) and that all four corners of your documents are visible & legible (like the rest of your document).

HB customers are advised to never share their User-ID, Password, Card Number, Pin, Secret Code, etc. with anyone. In case you receive such a request please notify us at support@hbmoneytransfer.com

Forgot your password? No worries, simply follow these steps to reset your password:

  • 1. Go to our website https://www.hbmoneytransfer.com
  • 2. Click Login and then click Forgot Password
  • 3. Enter your registered email and click Send OTP
  • 4. Choose a new password and enter the verification code received on the registered email address and click Reset Password.
Please follow the same procedure on APP if you want to change your password.

From the HB APP

  • Log in to your account.
  • Go to More > Customer Support
  • Click on add new query
  • Select Complaint Type
  • Enter the cancellation reason in message and submit
From the HB Website
  • Log in to your account.
  • Go to Customer Support
  • Click on add new query.
  • Select Complaint Type as cancel transaction
  • Select the pin number you want to cancel
  • Enter the cancellation reason in message and submit
Once your request is submitted it shall be forwarded to the concerned department for further processing. Once processed the status of your transaction will be updated.

Once your transaction is cancelled and refunded, it will take 7-14 banking days to credit the amount back in your account. This refund time is standard throughout the EU.

If your transaction is incomplete, it will be cancelled automatically after 24 hours.
Your payment may not be processed for many reasons. You can repay the transaction after follow-ing the below steps:

  • 1) Check that your payment details have been entered correctly, such as:
    • • The correct card number, expiry dates, and security codes
    • • For online banking please ensure your login details have been entered correctly. Contact the bank if you have forgotten these details.
  • 2) If all details are correct, please check why the payment has been declined with your bank in some cases, you may have to ask the bank to authorize your payment with us.

Sanctioned Person means, at any time,

  • a) any Person listed in any Sanctions-related list of designated Persons maintained by the Office of Foreign Assets Control of the U.S. Department of the Treasury, the U.S. Department of State, or by the United Nations Security Council, the European Union or any European Union member state,
  • b) any Person operating, organized or resident in a Sanctioned Country or
  • c) any Person owned or controlled by any such Person or Persons described in the foregoing clauses 22 - a) or 22 - b).

If you are transferring money to a bank account, you may be asked to provide the following details for the successful processing of a bank deposit transaction.
• IBAN
The International Bank Account Number is used in many countries around the world. The IBAN con-sists of alphanumeric characters, varying in length as per financial institution.
• BIC (or SWIFT)
The Bank Identifier Code (sometimes called SWIFT) is either 8 or 11 digits long that includes numbers and letters.

The CVV Number ("Card Verification Value") on your credit card or debit card is a 3-digit number on VISA® and MasterCard® branded credit and debit cards. On your American Express® branded credit or debit card, it is a 4-digit numeric code.

Your CVV number can be located by looking on your credit or debit card.

Providing your CVV number to an online merchant proves that you have the physical credit or debit card - and helps to keep you safe while reducing fraud. CVV numbers are NOT your card's secret PIN (Personal Identification Number).

You should never enter your PIN when asked to provide your CVV. (PINs allow you to use your credit or debit card at an ATM or when making an in-person purchase with your debit card or a cash ad-vance with any credit card.)

CVV numbers are also known as CSC numbers ("Card Security Code"), as well as CVV2 numbers, which are the same as CVV numbers, except that they have been generated by a 2nd generation process that makes them harder to "guess".

The Italian fiscal code, officially known in Italy as Codice fiscale, is the tax code in Italy, similar to a Social Security Number (SSN) in the United States or the National Insurance Number issued in the United Kingdom. It is an alphanumeric code of 16 characters. The code serves to identify unambigu-ously individuals residing in Italy irrespective of residency status. Designed by and for the Italian tax office, it is now used for several other purposes, e.g. uniquely identifying individuals in the health system or natural persons who act as parties in private contracts. The code is issued by the Italian tax office, the Agenzia Delle Entrate.
In the past, each person in Italy was handed a plastic card with a magnetic strip, bearing the tax code as well as the surname, given name(s), sex, place, and province of birth (or country of birth if for-eign), date of birth and date of issue. Today, the fiscal code card has been replaced by a combined Italian health insurance card for qualifying residents which shows an expiration date.

Please send email to support@hbmoneytrasnfer.com

From the HB App
Kindly navigate to transaction history from the HB App, click on the three (…) of transaction and se-lection view details and you can send email to your registered email.
From the HB Website
Kindly go to ‘’My transactions’’ on the dashboard. Select the transaction and click on send email for the receipt.

Customers cannot change their name, date of birth after their first successful transaction. This is due to data retention policy, because when the old beneficiary details are changed by customers, then it doesn't match with the previous payment invoice(s) made to that beneficiary.

Please email us regarding that at support@hbmoneytransfer.com with the reason why you want your account blocked. We will get back to you after review.
From the HB APP

  • Log in to your account.
  • Go to More Option
  • Tap on deactivation account.
  • Select the Reason for deactivation and Update.
Note: You can activate your permanent account by sending an email to sup-port@hbmoneytransfer.com

Please be informed that you can view the live transaction status of the payment by going to www.hbmoneytransfer.com, and then enter the transaction number on the " Track Your Transfer" box to view the transaction details. This feature is available on the mobile app too.

If you are logged in (App or website), simply go to the transaction history page and you can review the transaction status directly from there.

We are a home remittance company and do not facilitate commercial transactions. We notify our customers not to create commercial transactions with us. Commercial transactions, when identified, are cancelled straight away.

Each company has their own SOPs and guidelines on which they perform. We have some of the most stringent safety procedures to ensure that your funds are safe with us and are transferred without any problem. This does mean that our customers face the occasional problem of funds not authorized or reviewed by compliance. In this case, we have to request you to please have every-thing in order before creating a transaction.

If you have created an online bank transfer, funds can take from 30 minutes to 2 working days for further processing.
Why ?
It happens because your bank may hold the money instead of releasing it straight away and this can delay the process. If this happens, the best thing to do is to contact your bank’s authorization de-partment.

Online banks transfer depends on your country, type of account you have, your bank and it’s cut off times for same-day transfers. Further, it also involves intermediaries and our bank and its cut-off times to process same-day value transfers. Due to the involvement of multiple parties and different cut-off times of these parties we may receive funds within 1 to 2 working days.

We offer different modes to pay for the transaction online, and due to the provided variety, there are different transaction statuses. All of them are listed below, from when you create a transaction until it’s finished:
Incomplete
The transaction has not been successfully created yet, please pay to place your transaction in the system
Inprocess
The transaction has been created successfully, we are waiting for the funds to be received by us from your bank or the paying partner so that we can process your transaction.
Your funds have been received; automated compliance checks are being executed.
Compliance Hold
The transaction is pending manual review by the compliance team, and you will be guided regarding the required (if any) via email, and in the transaction’s live status
OK – (Cash/Bank/Wallet)
Cash
Your amount is ready to be paid. The receiver can collect the cash from your selected partner/bank.
Bank/Wallet
The transaction is processed and forwarded from our end to the recipient bank/Wallet for deposit in the account. This normally means that money has left our account and would be credited to your beneficiary’s account any time.
Paid - cash pickups only
Your receiver has collected the money from the payout bank or partner.
Paid - bank deposits only
Your receiver's account has been credited as per the recipient's bank response.
Cancelling
The cancellation request has been received, and is currently under review with the respective team, after which it will be forwarded to the partner/bank end.
Cancelled
The transaction has been successfully cancelled and your funds have been refunded back to your bank. They will be credited into your account in 3-5 working days.

Yes, there are. HB Money transfer is only provided personal transfers in all the countries we operate in. Both the sender and the recipient of a transfer must be individual natural persons or their own bank accounts.

  • If your transaction is in a compliance review, then please check your email, we already have emailed you. Please check and respond accordingly.
  • In case any documents are required, please check your alerts in Apps/Website, open it, and follow the instruction. Please click on More > Upload documents to upload the requested documents directly to your profile.
  • If you are asked to provide remarks, please go to alert, reply on inquiry, and then add the re-quested information as remarks in there.
  • If you are asked to contact us at our helpline number, then please call from your registered number. You can get our helpline number from:
    • 1. Support option if you’re using our mobile app
    • 2. Customer Support option if you’re using our website

Debit Card:
When paying with a debit card there are normally no additional fees other than those specified at the time you make payment.
Credit Card:
Some credit issuer’s charge an extra fee when you use your credit card for a transfer, as the transac-tion is categorized as “cash withdrawal” or “cash advance”. The fee, if any, depends on your bank’s T&Cs and HB have no control over it. It is completely at the choice of the bank that issued your card.

As a regulated financial institution, we are required to keep your data for a minimum of 5 years un-der anti-money laundering and counter-terrorism regulations. These retention requirements super-sede any right to erasure requests under applicable data protection laws. We cannot, therefore, erase your data in relation to your Account until after this time period, however, you have the right to restrict the processing of data by deactivation of your account. And we can assure you though that your data will be held safely and securely whilst under our supervision.

As a regulated financial institution, we are required to keep your data for a minimum of 5 years un-der anti-money laundering and counter-terrorism regulations. These retention requirements super-sede any right to erasure requests under applicable data protection laws. We cannot, therefore, erase your data in relation to your Account until after this time period, we can assure you though that your data will be held safely and securely whilst under our supervision.

The receivers cannot be deleted; however, it is possible to active/inactive them by following the be-low procedure:
Send email to support@hbmoneytransfer.com

Our customer care team is available to assist you
Chat with HB Money Transfer
Monday - Sunday (24/7)
Call HB
Monday to Friday (10:30 AM to 05:30 PM Local time)
Email HB
Email us your inquiry anytime at support@hbmoneytransfer.com

Yes, you can get alerts when it reaches a level you specify; follow a few steps.
From the HB APP
• Coming Soon
From the HB Website
• Coming Soon

By Using a Mobile App

  • 1. Login into your account.
  • 2. Go to More.
  • 3. Click on refer a friend option.
  • 4. Click on the share option. Here you will get a Referral URL.
  • 5. Share it with your loved ones overseas.
By Using Website
  • 1. Login into your account.
  • 2. Click on my rewards on dashboard, click on invite a friend.
  • 3. Fill in the required information of the person who wants to be referred.
  • 4. By using these options, you will send a link to invite your friend and family. By doing this refer and the referee will be given a reward from HB Money Transfer.

Please get in touch with our customer support (support@hbmoneytransfer.com) in case you are not receiving OTP on your Email and having an issue with Login or Signup due to this.

There are several ways to find answers for your raised concerns which are clarified below:

  • • Via E-mail:
    Send us an e-mail on [support@hbmoneytransfer.com]
  • • Via Live Chat:
    Communicate with us from our chat options available on the website.
  • • Over the Phone:
    Call us on the following helpline numbers:
    United Kingdom +44 141 815 1122

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Sending Money To Family Overseas? HB Money Transfer Are Your Fast And Simple Solution.

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