Question 1

How long will it take for my funds to be delivered when sending to a bank in Bangladesh?

Accepted Answer

If you are sending money to an account in Mutual Trust Bank, your recipient should receive funds in about 10 minutes. For all other banks, if you send money before 12 NOON BST, your recipient should receive money before the end of their day in Bangladesh. If you sent the transfer outside of those hours, your recipient should receive funds before the end of the next-business day in Bangladesh (Note, Friday and Saturday are the business-weekend there).

Question 2

How does Sendwave work?

Accepted Answer

Sendwave lets you make rapid and affordable money transfers from select countries in North America and Europe to a selection of countries in Africa, Asia, Latin America, and the Caribbean. With the Sendwave app, you can quickly send funds from debit cards and prepaid cards to mobile wallets, bank accounts, and cash pick-up locations.

Question 3

What are your fees and rates?

Accepted Answer

Sendwave charges less fees, saving you tons of money each time you send! For transfers to Bangladesh, bKash will increase the payment to your recipient by an additional 2% under a program sponsored by the Bangladesh Bank. The recipient will be notified of this.

Question 4

How secure is Sendwave?

Accepted Answer

Sendwave takes the security of your personal data extremely seriously. We encode all data as soon as it is entered in the app and send it over an encrypted 256-bit connection.

Question 5

How do I know my funds are safe?

Accepted Answer

We are licensed in every country we operate in as a money transmitter business. We always safeguard your funds while they're in transit to your recipients.

Question 6

How do I add a new recipient?

Accepted Answer

Click in the 'To' field, begin typing and scroll down to 'New Recipient.' Then enter your recipient's full legal name and their phone number and click 'Save.'

Question 7

How do I verify my email?

Accepted Answer

You should get an email from us with a link to click to be sure we have the right contact info.  If not, please check in the 'Personal Info' section of the app to make sure your email address is correct and update it if not to get our email.  If you still don't see it, please check in Spam or search for 'Sendwave' in your email.

Question 8

How do I reset my password?

Accepted Answer

When prompted for your password, just take a guess, and if it's incorrect you'll see a button to reset your password via mobile or email.

Question 9

How do I know funds are delivered?

Accepted Answer

We will send you an email and update the transaction state to 'Delivered' on the Transactions screen as soon as the funds arrive to your recipient's mobile. If a transaction requires review for regulatory reasons, we will contact you.

Question 10

Where can I send money from/to?

Accepted Answer

Sendwave allows you to make quick, affordable money transfers from countries in North America and Europe (USA, UK, Canada, France, Italy, Spain, and Ireland) to countries in Africa (Kenya, Uganda, Tanzania, Ghana, Nigeria, Senegal, and Liberia) and Asia (Bangladesh and Sri Lanka). Using the Sendwave app, you can quickly send funds from Visa or MasterCard debit cards, as well as PostePay cards in Italy and Correos cards in Spain. We send to mobile wallets in Kenya, Uganda, Tanzania, Ghana, Senegal, Bangladesh, and Liberia. We send to bank accounts in Kenya, Uganda, Bangladesh, and Sri Lanka. We send to Wave cash pick-up locations in Senegal. Recipients will receive a SMS with a code that they can give to Wave agents with an ID. We send to Access, Zenith, and Fidelity Bank in Nigeria for cash pickup. Recipients will receive a SMS with a voucher code as well as a password to collect funds.

Question 11

What are sending limits?

Accepted Answer

Every sender has maximum limits on how much they can send per day and per month. These are called sending limits. You can view your daily and monthly sending limits, as well as your usage, by going to the Menu and tapping on My Limits.

Question 12

How can I raise my sending limits?

Accepted Answer

If you are a sender in the US, UK or EU, you do not need to take any action to raise your sending limits. Your sending limits will be automatically raised as soon as you are eligible. If you are a sender in Canada, once you are eligible to request higher sending limits, you can make a request through your My Limits page. Our team will review your request and get back to you as soon as possible.

Question 13

How do I use a new card?

Accepted Answer

Go to ‘Payment info' and tap '+’ in the top right corner to add a new card. 
Tap the three-dot menu and 'set as default payment method' - now you're set!

Question 14

Can I use a credit card or PayPal?

Accepted Answer

No. We only accept debit cards because they charge us lower fees, which allows us to pass those savings onto you! (We do accept some prepaid cards such as Italian Postepay, Spanish Correos, and La Banque Postale.)

Question 15

What does 'Card Error' mean?

Accepted Answer

This often just means there may be a connectivity issue, or the app needs to be upgraded to the latest version from the App Store/Play Store.

Question 16

How long does my refund take?

Accepted Answer

This depends on your bank's relationship with our debit card processor - some refunds can be processed immediately but others can take up to 10 business days.

Question 17

How does SMS Login work?

Accepted Answer

If you turn on SMS login from the Settings/Me page, you will be texted an SMS verification code to your mobile anytime you log into Sendwave. This two-factor authentication provides an extra layer of security for your Sendwave account.

Question 18

What are bKash's limits?

Accepted Answer

bKash Bangladesh has its own limits we have to follow. No bKash account can hold more than 150,000 BDT at one time. If your recipient's wallet is too full for us to transfer funds, please ask them to make a withdrawal and let us know when they have so we can deliver the funds within minutes! Otherwise, we retry these transfers daily.

Question 19

From where can I send to Brazil?

Accepted Answer

You can send to Brazil from the US and Spain using the Sendwave app.

Question 20

What currency can I send to Brazil?

Accepted Answer

You send in your local currency but all funds are delivered in Brazil’s local currency, Brazilian Real (BRL).

Question 21

Do you charge fees for transfers?

Accepted Answer

Sendwave charges less fees, saving you tons of money each time you send to Brazil!

Question 22

How long will it take to deliver my funds?

Accepted Answer

Time taken to deliver funds is dependent on the receive country, receiving method, it can vary from delivering within minutes to 3-5 days.

Question 23

What happens if I send to the wrong recipient by mistake?

Accepted Answer

Please check your recipient details before sending. There is no automatic way to recall funds if it goes to the wrong account. Sendwave will have to contact our partner Rendimento who has to work with the local 3rd party bank to contact the wrong beneficiary and request the funds. That account holder has to authorise paying back the funds.

Question 24

What is the minimum transaction amount?

Accepted Answer

There is no minimum transaction amount.

Question 25

What is the maximum transaction amount?

Accepted Answer

Customers can initially send a maximum of $999/£999/€999 per day or $2,999/£2,500/€2,500 per month. Customers can request to raise limits to $2,999/£2,500/€2,500 per day and $12,000/£10,000/€10,000 per month by sending us a government ID photo. You can do this through the app by pressing 'Raise Limits' on the settings page.

Question 26

Does Sendwave send an SMS to the recipient?

Accepted Answer

Sendwave does not send SMS notifications for bank transfers.

Question 27

What options do I have for sending?

Accepted Answer

With Sendwave, you can send to recipients via PIX. To transfer, just enter the recipient’s full name, CPF, and PIX key

Question 28

What information do I need to enter for the recipient?

Accepted Answer

To complete the PIX transfer, you just enter the recipient’s full name, CPF, and PIX key

Question 29

Why do I need to submit an ID?

Accepted Answer

As a registered money transmitter, Sendwave needs to confirm our users’ identity to protect your money and to ensure your Sendwave account is not compromised. You will only be asked for your ID once.

Question 30

What currency can I send funds in and what currency will my recipient receive in?

Accepted Answer

You will send in your local currency Dollars/Euro/GBP, and the recipient will receive in USD.

Question 31

Can I come to the Sendwave offices to send money?

Accepted Answer

You can only send money using the Sendwave app. You can send money with your phone, anytime, anywhere and securely. You do not need to spend time driving to an agent and you will pay less in fees.

Question 32

Where can I send to Congo Brazzaville from?

Accepted Answer

You can send to Congo Brazzaville from the US, Canada, France, Italy, Spain and the UK using the Sendwave App.

Question 33

What currency can I send to Congo Brazzaville?

Accepted Answer

You will send in USD/Euro/GBP, and the recipient will receive in CFA Franc.

Question 34

How do I cancel a transaction?

Accepted Answer

If the funds have not yet been delivered to your recipient's mobile wallet, you can call us to get a refund for the transfer. Once the status of the transaction changes to 'Funds Delivered,' the funds have been delivered and no refund is possible.

Question 35

What is the minimum transaction size to Cameroon?

Accepted Answer

The minimum transaction size to Cameroon is CFA5000 , and can be incremented by multiples of CFA 5

Question 36

What is the maximum transaction size to Cameroon?

Accepted Answer

The maximum transaction size to Cameroon is CFA 500,000.00.

Question 37

What are the transaction limits to Cameroon?

Accepted Answer

Transactions to MTN wallets are limited to CFA 750,000.00 /day, CFA 5,250,000.00/week and XAF 22,500,000.00/month. Transactions to Orange wallets are limited to CFA 2,500,000.00/day, CFA 5,000,000.00/week and XAF 10,000,000.00/month.

Question 38

From which countries can I send to Colombia?

Accepted Answer

You can send to Colombia from the US, Spain, Canada, France, Belgium, the UK and Italy using the Sendwave App.

Question 39

What currency can I send to Colombia?

Accepted Answer

You send in your local currency - USD from the US, CAD from Canada, Euros from France, and GBP from the UK - but all funds are delivered in Colombian Pesos (COP).

Question 40

How much are the fees for sending money to Colombia?

Accepted Answer

Sendwave takes a small percentage of the exchange rate, while remaining competitive on price, on money transfers to Colombia. You will be able to see all charges listed in full before you checkout on the app homepage.

Question 41

What happens if I send to a wrong recipient by mistake?

Accepted Answer

Please check your recipient details before sending. There is no guarantee of refunds for transactions sent to the wrong account. Please contact our support team if you have sent to the wrong account.

Question 42

Can I send to my recipient’s USD or business account in Colombia?

Accepted Answer

No, we can only send to individual COP bank accounts and for cash collection. If you enter a business account or USD account, the transaction will be cancelled.

Question 43

Which banks can I send money to?

Accepted Answer

You can send money to bank accounts at Bancolombia and Banco Davivienda in Colombia.

Question 44

Is there a minimum transaction amount?

Accepted Answer

The minimum is $1/ CAD 1 /1 Euro /1 GBP.

Question 45

Does my recipient need to activate “abono automático”?

Accepted Answer

For bank transfers: 'Abono automático' is a requirement for sending to banks. For your beneficiaries, it is easy to activate the 'abono automático' through Bancolombia website as long as they have internet access to their account. For cash pick ups - No need of 'Abono automático'

Question 46

Will there be any taxes on my transfers?

Accepted Answer

Central Bank of Colombia may apply and deduct a local tax of 4 pesos on every 1000 pesos. This tax is true for all money transfer services.

Question 47

Does my recipient need any documentation to collect funds?

Accepted Answer

For cash pickup transfers, the recipient will have to present their ID, fingerprint and a voucher code. Sendwave will share the voucher code with recipients via SMS.

Question 48

From which countries can I send to the Dominican Republic?

Accepted Answer

You can send to the Dominican Republic from the US, Spain, Canada, France, Belgium, the UK, and Italy using the Sendwave app.

Question 49

What currency can I send to the Dominican Republic?

Accepted Answer

You send in your local currency - USD from the US, CAD from Canada, Euros from France, and GBP from the UK - but all funds are delivered in Dominican Peso (DOP)

Question 50

How long will it take for my transfer to be delivered to my recipient?

Accepted Answer

Delivery times are dependent upon the payout option you choose. If you send via Bank Transfer, your funds should arrive in your recipients bank account the next working day. If you send a cash pickup transfer to be collected at Caribe Express, your funds will be ready for collection within minutes. Please be mindful of Caribe Express working hours.

Question 51

What options do I have for sending to the Dominican Republic?

Accepted Answer

Using Sendwave, you can send money directly to bank accounts and cash pick up agents in the Dominican Republic. Please see the Sendwave app for a complete list of banks. You can send cash for your recipients to collect at any Caribe Express location (there are over 170 of them). Please see this website for branch locations, contact numbers and opening hours - https://caribeexpress.com.do/Sucursales/Region

Question 52

How much are the fees for sending money to the Dominican Republic?

Accepted Answer

Sendwave charges a small percentage of the exchange rate, while remaining competitive on price, on money transfers to the Dominican Republic.

Question 53

Can I send to my recipient's USD or business account in the Dominican Republic?

Accepted Answer

No, we can only send to individual DOP bank accounts and for cash collection. If you enter a business account or USD account, the transaction will be rejected.

Question 54

From which countries can I send to Thailand?

Accepted Answer

You can send to Thailand from the US, Canada, France and the UK using the Sendwave App.

Question 55

What currency can I send to Thailand?

Accepted Answer

You send in your local currency but all funds are delivered in Thailand’s local currency, Thailand Baht (THB).

Question 56

How much are the fees for sending money to Thailand?

Accepted Answer

Sendwave takes a small percentage of the exchange rate, while remaining competitive on price, on money transfers to Thailand. You will be able to see all charges listed in full before you checkout on the app homepage.

Question 57

Can I send to my recipient’s USD or business account in Thailand?

Accepted Answer

No, we can only send to individual THB bank accounts. If you enter a business account or USD account, the transaction will be rejected.

Question 58

What are MTN Ghana's limits?

Accepted Answer

MTN Ghana has its own limits we have to follow.  First, no MTN account can hold more than 10,000 cedis at one time.  If your recipient's wallet is too full for us to transfer funds, please ask them to make a withdrawal and let us know when they have so we can deliver the funds within minutes!  Otherwise, we retry these transfers daily.

Question 59

From which countries can I send to The Gambia?

Accepted Answer

You can send to The Gambia from  the US, UK, France, Spain, Italy, Belgium, Canada and Ireland  using the Sendwave App.

Question 60

What are Wave Mobile Money's limits?

Accepted Answer

Wave Mobile Money has its own limits we have to follow. The wallet limit is 2M CFA and there is no transaction limit (the wallet just can't exceed 2M CFA). There is no daily limit, but the total amount a recipient can receive in a month is 10M CFA.

Question 61

What currency can I send to The Gambia?

Accepted Answer

You send in your local currency - USD from  the US, CAD from Canada, Euros from the EU - but all funds are delivered  in Gambian Dalasi (GMD)

Question 62

What options do I have for sending to The  Gambia?

Accepted Answer

Using Sendwave, you can send money directly  to Wave mobile money wallets in The Gambia.

Question 63

What information do I need to enter for the  recipient?

Accepted Answer

You’ll need to enter your recipient’s full  legal name and phone number. Please confirm your recipient information to  ensure you are sending to the correct recipient.

Question 64

What happens if I send to a wrong recipient by  mistake?

Accepted Answer

Please check your recipient details before  sending. There is no guarantee of refunds for transactions sent to the  wrong account. Please contact our support team if you have sent to the  wrong account as soon as you realize it.

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Frequently Asked Questions - Kenya