Look through the list for answers to some of the most common questions asked by our customers.
What is Mukuru?
Mukuru is an online remittance company. Through our transactional website, we offer customers in the United Kingdom or the European Union the ability to send money to their loved ones in 15 countries.
Mukuru Services and Account Information
What can Mukuru offer me?
Mukuru enables you to support your loved ones at home in a cost-effective manner. We know how hard people work for their money, so it is our goal to facilitate extremely convenient and value transfers at the minimum level of cost. Mukuru is a quick and easy method of sending money back to family and friends.
What is a Mukuru account?
A Mukuru account is a confidential account, held with us, which keeps track of both your orders and your recipients’ details. As an online customer you can place orders, view and amend recipient details, and even replicate previous orders, all online, using your account. Sign up today!
Can anyone sign up for a Mukuru account?
As long as you are over 18 years old and are either a resident or citizen of the United Kingdom you can set up your account by registering with us online on our Website.
How long will it take to sign up?
You can sign up with Mukuru for free in less than a minute, click here to register with Mukuru today.
What can I do from my Mukuru account?
You can do the following from your Mukuru account:
- Check fees
- Create orders
- Manage recipients
- Repeat payments
- View status on orders
- Review your order history
- Change recipient details on cash orders
- Chat online to our helpful support team
How do I access my account?
Once you have registered on the Mukuru website, you will be able to login with the password you created. Click here to access your account.
Do you have an App?
Our developers are working an a brand new Website and App which is scheduled to be launched in 2022.
What does account authorisation or getting verified mean?
Verifying your account means providing KYC (Know your customer) information such as an ID document. We are mandated by HMRC to conduct identity verification on all our customers.
What is mobile number verification?
When you create an account we will send a verification code to your mobile number. To verify your mobile number, just enter the verification code in your account.
Why verify my Mukuru account?
Mukuru uses both email and SMS to confirm orders. We want to be sure we have the right email address and mobile number for you. We also want to be sure that our emails to you are not being blocked by spam filters and that you can receive SMSes from us.
What happens if I don’t get my mobile verification code?
If you did not receive your mobile verification sms please check the mobile number on your account to ensure its correct. If your details are correct and you haven’t received your code within 24 hours, contact our support team.
What is Card Verification?
Card verification is a process in which the customer may need to authenticate that they are the owner of the card they wish to pay with. This process may involve the customer entering a verification amount that appears on their bank statement or sending proof of their card.
How much can I send each month?
As a LITE user you are able to register with Mukuru and send up to £600 per month based on successful KYC data checks performed, including identity verification.
As a CORE user you can send between £600 – £4,000 per month Mukuru is obligated by HMRC UK Laws and Regulations to collect Identity documents to further confirm your identity.
As a MAX user you can send more than £4,000 per month as long as you are able to provide proof of source of funds to support the amount you wish to send.
Click here to upload your documents
Find out more
If I am a LITE user why do I need to upload an ID document?
If you are a LITE user sending under £600 per month, and we are not able to verify your identity you will be directed to provide the documents required for CORE limits which include and ID document, and in some cases a proof of address too.
What do I need to increase my send limit to £4000?
To increase your limits to CORE you will need to upload one of the following forms of IDs: UK Passport, UK Driver’s License, International Passport. Once your document has successfully been uploaded confirm your personal details and edit, then validate your address to trigger the limit increase request.
Click here to upload your documents
I uploaded my ID but my limits didn’t increase to £4000?
You may have uploaded your ID but in order for us to verify your identity ensure you have confirmed your personal details and validate your address.
If you completed the above steps then we may not have been able to verify your identity and you will need to upload a proof of address. A proof of address may be a utility bill, tax bill or bank statement received in the last 3 months.
Click here to upload your proof of address.
Find out more
What do I need to send more than £4000 per month?
In order to send more than £4,000 per month Mukuru, is obligated to obtain proof of source of funds documentation. Acceptable documents include Last 3 months Bank Statements, Last 3 months Payslips, a Deed of Sale, and other appropriate documentation.
You will only be able to upload proof of source of funds once you have successfully increased your limits to £4,000 per month (CORE).
Click here to upload your documents.
What payment methods are accepted?
Payments can be made to Mukuru using your debit / credit card, and by bank transfer. Mukuru uses 3D secure authentication to ensure your details are protected.
Can I use someone else’s debit or credit card to pay for my order?
No, please be aware that you cannot pay for your order from a bank account, debit or credit card that is not in your name on the website. If the name on the card does not match the name on your Mukuru account, then your order will automatically be cancelled.
How do I pay for an order by bank transfer?
To pay for an order by bank transfer follow the steps to send money, and select Bank Transfer as the payment option.
Where is my money?
If you successfully paid for an order by debit or credit card then your order should be available for your recipient to collect. Please review your order history on your profile or emails to see the status of your order.
If you are informed that your order is “Awaiting Confirmation” it means that your order is being reviewed by our team as an extra level of security for you. Please feel free to contact the support team to further assist you.
Why didn’t my payment go through?
Card Payments can fail for a variety of reasons including insufficient funds, declined by the bank, and other failure reasons. If you pay for an order with a debit or credit card, you will need to authorise the transaction by completing a 3D Secure process. The 3D Secure process involves entering an OTP (one time pin) or logging into your bank account to authorise the payment. This process is in place to keep your payments secure. If you received a notice that indicates “Incomplete Payment” there was an issue with 3D secure on your payment. If you get an “Incomplete Payment” error try a different card or pay by bank transfer.
How long will it take for my order to be Confirmed?
If you are informed that your order is “Awaiting Confirmation” it means that your order is being reviewed by our team as an extra level of security for you. The Mukuru support team should confirm your order within 30 minutes to an hour during operating hours, or contact you should further information be needed.
Which countries can I send money from?
You can send money with Mukuru using secure.mukuru.com from any country within the United Kingdom.
Which countries can I send money to?
You can send money with Mukuru using secure.mukuru.com to any of the following countries:
- Democratic Republic of Congo
- South Africa
What is a Mukuru order?
A Mukuru order is a purchase of a product or service. In most cases customer utilise Mukuru services to send money to loved ones overseas.
How do I check the Mukuru rates?
You can visit our website and utilise our calculator to check our rates to different countries. Your first order is transfer fee free with Mukuru!
What are the Mukuru Fees?
Mukuru strives to provide customers with the best pricing in line with the service being provided. Mukuru fees include the foreign exchange rate and transfer fees. Visit our website and utilise our Calculator to check our fees to various countries. Your first order is transfer fee free with Mukuru.
How do I place an order?
To place an order, follow the simple prompts on our Website. You will be asked which country you wish to send to, the receipt method and the amount you wish to send. You will need to have your recipient’s details handy (name and cellphone number). Indicate your preferred method of payment, and pay for the order. You will be given an order number via SMS and email which should also be quoted if you have any queries or amendments related to an order.
How long will it take to be able to send money?
You can send money home today! As soon as you have signed up for your Mukuru account, and verified your phone number, you can start sending money back home straight away.
How much money can I send?
You are able to send up to £600 per month based on successful KYC data checks performed, including identity verification. If you wish to increase your limits see our requirement to increase limits here.
How do I send money?
Quickly, safely and easily! To send money visit our website and pay online.
Can I change the name of my recipient after creating an order?
Yes, you can change the name of your recipient after the order is created (but not yet collected).
For cash orders, this change can be made on the website under recipient orders.
For bank top-up and mobile wallet orders you can contact the support team, who can amend the details or your order for you. Please have your order number or phone number ready to pull up your account quickly.
How will my recipient receive their money?
How your recipient receives their money is up to the sender, and the options available in the recipient country. The sender can select the currency and where available, choose between Bank Top-up, Cash collection, or Wallet Top-up when they create the order.
How do I find the nearest collection point for my recipient?
We have made it easy for you to find the closest collection point. Click here to see the locations that recipients can collect from. Locations listed in green have paid out to customers in the last 24 hours.
Will my recipient be able to collect USD cash in Zimbabwe?
Yes, we strive to make USD cash available for all recipients in Zimbabwe. Mukuru has launched its own Orange Booth network across Zimbabwe which has made it even easier for recipients to collect cash. Find a list of Orange booths here.
How will my recipient know when their order is ready for collection?
Your recipient will be sent an SMS with a voucher number and collection details. They will need to take this voucher number and their ID to one of our collection partners. You will also be sent an email and SMS with order details. Our partners vary from banks, retail outlets to mobile wallets and we are continually working to expand them. You can check here to find your closest collection point.
How will I know when my recipient has collected their order?
You will receive an Email, SMS or WhatsApp message when your recipient has collected their order, and you can also view all pending and completed orders on your Order History.
Refer a Friend
How do I refer a friend?
Please contact our support department if you have any concerns about your order You can You can Refer a Friend by sharing your unique code or link with a friend that they can use when they signup for a Mukuru account. Find out more about Refer a Friend.
How do I enter the Refer a Friend code on an order?
Unfortunately, you cannot use a Refer a Friend link or code on an order, as it needs to applied during the sign up process. Find out more about Refer a Friend.
How Does Mukuru Keep Your Money Safe?
At Mukuru we care about you, our customers, and the safety of your money. Whether you are sending money for school fees, hospital bills, rent, or groceries, we understand why it is important that your money is protected and moved across borders in a secure and safe way.
Is it safe to send money with Mukuru?
Yes, it is safe. Remitix Limited is authorised as 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 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
What amount of funds are safeguarded by Remitix Limited to the benefit of our customers?
Remitix Limited safeguards not only the amount paid by you for remittance to a recipient, but also the Mukuru Money Transfer Service Fee, for the benefit of its customers, until the recipient receives payment of / collects such amount. The Mukuru Money Transfer Service Fee only becomes due to Remitix Limited upon the point of collection / receipt of the amount you remitted, by the recipient.
For purposes of Regulation 23 of the Payment Services Regulations 2017, Remitix Limited regards the amount paid by you for remittance to a recipient, plus the Mukuru Money Transfer Service Fee as “relevant funds” for purposes of safeguarding until payment of such funds has been made to, or collection of such funds has occurred (as the case may be), by the recipient.
How will I know what competitions are running?
The best way to stay up to date with news and competitions is to sign up for our Newsletter, and follow us on Facebook! Competition terms and conditions can be found here.
Cancellations and Refunds
Can I cancel an order after I have paid for it?
Yes, you can cancel an order after you have paid for it, provided your recipient hasn’t already collected the order.
How can I cancel an order?
Contact our helpful support team who will assist in any order changes or cancellations.
How long does it take to get a Refund?
Once a refund has been approved or issued the funds will be returned to the account the payment was made from within 2 weeks. The average customer receives their refund within 4 business days.
What amount will be refunded by Mukuru?
Mukuru will refund the amount paid by you for the order and the Mukuru Money Transfer Service Fee, which will be calculated using the currency exchange rate applied by Mukuru on the date on which you made payment for the order.
Why was my order cancelled by Mukuru?
Mukuru reserves the right to cancel an order if the order does not meet our Anti-money Laundering standards. If an order was paid for with a debit/ credit card or bank account that does not belong to the account holder Mukuru reserves the right to cancel the order and issue a refund.
Queries, Complaints and General Information
How do I contact the Mukuru Support Team?
The contact centre operates from Monday to Sunday, 06:00 – 18:00 GMT. You can contact the support team via:
- Call us on +2786 001 8555
- Chat on WhatsApp on +44 (0)20 7183 0052
- Email us at [email protected]
- Live chat at secure.mukuru.com
- Facebook live chat
Where can I post my complaints?
To post complaints please fill out a complaints form Here.
Brexit and the EEA
What is Mukuru’s position related to Brexit?
Prior to Brexit we have serviced our customers across the EEA from our UK licence with the Financial Conduct Authority (FCA) as a result of an EU wide service called “passporting”. Passporting allowed us to provide our services throughout the EEA without needing a licence in each country. Because the UK has left the EEA, we no longer have passporting rights throughout the EEA. We have established an entity within an EEA country (Belgium) to regain those passporting rights.
What does this mean for UK customers?
If your account shows you have an address in the UK (at which you are resident), you have a cell number in the UK and the country of registration is reflected as the UK, then these changes will not affect you and you won’t need to do anything as you will continue to be serviced by our UK entity.
What if I am a UK customer and my account has been suspended?
If you are a UK customer, and your account is suspended, this may be because there is information on your profile which indicates you are not a UK resident, and should have been contacted regarding this via email.
If you believe these details are incorrect, you can amend you details in your profile.
You can do so by updating: Your address* if you are living in the UK. You must be living at this address – it can’t be a family or friend. Your mobile to a UK mobile number. This will be used to verify your account. Your country of registration to ensure it is listed as the UK. To do this, please update your profile here.
*If you are updating your address, we reserve the right to ask you to please provide us with proof of address for the updated address, at any time.
What does this mean for EEA customers?
As of 22 January 2021, if your details indicate that you are not in the UK, but within the European Economic Area (EEA), we will need to temporarily suspend our services to you until further notice. The temporary suspension of your account means you will still be able to view and access your account, but you will temporarily not be able to make use of our services. Please note though that our Belgium entity is in the process of applying for a license to service our EEA customers across the EEA. Once obtained, we will passport our Belgian licence across the rest of the EEA. When that happens, your account will no longer be suspended and you will be notified and regain access to our services.
You can, as new or current customer, opt into receiving updates about our EU status here.
How can you prevent the temporary suspension of our services to you, or have the suspension lifted?
If you are a UK customer, and believe the details we have on our account are incorrect, please update your details so your account is not suspended. You can do so by: Updating your address – If you are living in the UK update your address details. You must be living at this address – it can’t be one of a family or friend. Updating your mobile number to a UK mobile number. This will be used to verify your account. Ensuring that your Country of Registration is listed as the UK. If you would like to update your details so that services are not suspended or to lift the suspension, please do so here. If you are updating your address, we reserve the right to ask you to please provide us with a proof of address for the updated address, at any time. We’re sorry if you’re affected by these changes. We want to thank you for being a loyal customer and we hope that our services to you will resume shortly.
Are you affected by these changes but haven’t received any notice from us?
Please click here, and enter in your email address to stay up to date via email.
Have more questions?
You can talk to our friendly and helpful customer care team by:
- Call us on +44 (0)20 7183 0052
- Chat on WhatsApp on +44 (0)20 7183 0052
- Email us at [email protected]
- Live chat at secure.mukuru.comFacebook live chat
We are open Monday to Sunday from 06.00 – 18:00.