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Search through our FAQs for help
What does Safeguarding mean?
Safeguarding means that we have to keep all of your money in accounts that are completely separate from the ones we use to run our business. So, if anything were to happen to Remitix Limited, your money would be safe. Not only are your funds held in dedicated safeguarding accounts which Remitix Limited holds with banks in the UK, but we also use rigorous internal safeguarding measures and procedures designed to ensure that our customers, other counterparties, and the wider market are protected in the event of financial stress.
This ensures your funds are protected and can be returned to you in the unlikely event Remitix Limited stops providing its services. In this case, the process of returning any funds owed to you would be handled by a third party and not us. Safeguarding regulations make sure that once any costs related to this third party are paid, you will be paid from the safeguarding accounts before anyone else. This means that it may take a little longer for you to receive any funds that may be owed to you.
If you would like to know more about safeguarding a helpful guide can be found here on the FCA website
Is it safe to send money with Mukuru?
Yes, it is safe. Remitix Limited is an Authorised Payment Institution (API) by the Financial Conduct Authority (the “FCA”) and operates a remittance business under the brand name “Mukuru”. The FCA is the regulator for nearly 60,000 financial services firms in the UK and is responsible for ensuring that UK financial markets are honest, fair, and effective so that consumers get a fair deal. As an Authorised Payment Institution, Remitix Limited is allowed to provide its customers with certain financial services such as our money remittance services. We are, however, not a bank or credit institution, so any funds we may receive from you are not protected by the Financial Services Compensation Scheme.
What is Mukuru?
Mukuru is a leading next generation Fintech business that gives the emerging consumer access to affordable and reliable financial services. Our foundation is built on international money transfers – helping you to move money into, out of, and around Africa. Whether you are sending cash for instant collection or topping up a bank account or mobile wallet, it has never been easier.
From this base we’ve grown to provide a broad range of services to answer all the financial needs of our customers.
How do I Sign up?
You can sign up with Mukuru in just a few minutes. To use our services in the UK, you will need to be over 18 years old and are either a resident or citizen of the United Kingdom.
When can I start sending money?
You will be able to send money instantly once your profile is completed and your identity is verified.
What is Mukuru’s pricing?
To view our rates per country and product visit our home page. You can select the send or receive country and the amount you want to send or receive. Select Calculate to view the rate.
What countries can I send money to?
You can send money to multiple countries. See the full list of receive countries.
How do I send money?
You can send money in two easy ways:
These options will direct you to the Send Money section where you can select or add a recipient. Follow the prompts to pay for your Mukuru order.
How to pay for my Mukuru order?
You can pay for your Mukuru order in two ways:
How do I see my transaction history?
You can view your transactions on your dashboard. You can also select the Transactions icon located on the navigation bar, or in the menu.
How much money can I send?
A verified identity grants you LITE user status. LITE users can send up to £600 per month.
If your identity verification is unsuccessful, submit an identity document and selfie to be verified as a CORE user. CORE users can send up to £4000 per month.
Send up to £120,000 per calendar year on a MAX level by uploading your proof of income and address document.
How to increase my limits?
To increase your limits to £4,000 per month on CORE level, select Upload Documents on your dashboard. Upload one of the following forms of identity documents: International Passport, UK Driving Licence, and UK Biometric Residence Permit. To send on MAX level up to £120,000 per calendar year upload your proof of income and address document.
Why didn’t my limits increase?
If you were trying to increase your send limits to £4,000 per month on a CORE level, your limits may not have increased due to your identity document and selfie failing verification. Please re-submit a valid and clear image of your identity document and selfie to increase your limits. Check your emails and notifications for more information.
If you were trying to increase your send limits to £120,000 per calendar year on MAX level, your proof of income or proof of address may not have been sufficient. You will be directed to re-submit additional documents to support the request for higher limits.
Why am I unable to send money?
You may be unable to send money if you have reached your send limit and need further verification, or your identity is yet to be verified. Check the status of your account on your dashboard. You may be required to submit additional documents.
Why am I unable to add a new debit / credit card?
Your debit/credit card may fail to be added to your account for a variety of reasons including 3D secure authorisation failure, being issued outside of the UK, or it is a corporate/commercial card. Corporate and commercial cards are not accepted, and customers may only use debit/credit cards issued in the United Kingdom.
Why didn’t my payment go through?
Debit/credit card payments may fail for a variety of reasons including insufficient funds, declined by the card issuer, security reasons, or other reasons. Customers sending money from the UK will only be able to use a debit/credit card issued in the United Kingdom. Corporate and commercial cards are not accepted.
Why am I unable to pay for my order?
You may be unable to pay for your order if additional security checks need to be performed on your account. Once your order has been cleared to pay, you will receive an email and your order will show as awaiting payment.
How do I cancel an order?
You can cancel an unpaid order through the Mukuru App. To cancel a paid but uncollected order please chat to our Mukuru contact centre consultants. Call or WhatsApp the Mukuru contact centre at +44 20 7183 0052.
How long does a refund take?
Once a refund is issued the funds will be returned to the bank account where the payment originated within 2 – 4 business days. On average debit/credit card refunds are processed within 24 hours. Bank transfer refunds may take several days to reflect in your account.
Why was my order cancelled by Mukuru?
Mukuru reserves the right to cancel an order based on security concerns. If the order was paid for, a refund will be issued.
How will my recipient receive money?
How your recipient receives their money is up to the sender and the options available in the recipient country. The sender can select Bank or Wallet Top-up, or Cash collection (where available) when they create the order.