Frequently Questions

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.

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

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

• 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

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.

• 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.

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.

• 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.

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

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)

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.

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

• 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 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.