Help

Category: Registration
  1. Do I need to register and how can I do that?

    Yes, the registration is required for every new customer. In order to sign up, click ‘Sign up’ at the top-right corner of the screen. Use your own email address and a password of your choice to activate your EasySend account.

  2. Do I have to register if I’ve already used EasySend but haven’t ordered an online transfer?
    No – each customer should own one account in our service. As an already registered customer you can order transfers via your Customer Panel (available after you log in). Please contact us if you need assistance with the first login.
  3. What if I’ve forgotten my EasySend password?
    You can choose ‘Forgot password’ below the fields with log-in data. We’ll send a link that will let you change the password to the email address you enter.
  4. Do I have to submit the required documents, and if yes, how?
    To ensure the security of transactions we are bound by European law to verify the identity of our customers. If you order transfers that in total do not exceed an equivalent of EUR 1,000 within 90 days, and send funds within the EEA (free-trade area and Single Market covering the European Union and European Free Trade Association countries), then no documents are required. In the case of transfer amounts exceeding in total an equivalent of EUR 15,000, a scan or photograph of a document confirming identity, as well as of a document confirming address, must be submitted.

    EEA free-trade area and Single Market covering the European Union and European Free Trade Association countries.
  5. What documents and in what format can I submit?
    They vary depending on the issuing country. We accept the following identity documents: identity card, passport, UK driving licence, residence card (for citizens of non-EEA countries).

    The document confirming the address cannot be more than 3 months old, should contain first and last name, full residential address, account number or document reference number. It can be, for example, a bank-issued statement, a utility bill, a letter from a financial institution, etc.
  6. Do I need to confirm my identity each time I transfer money?
    No – if the documents have already been verified and accepted, there’s no need to confirm the identity again. Exceptions include validity date expiration or loss of document. Validity date for both documents is specified in them, whereas for address-confirming documents, if no validity date is specified, it is set for 2 years from the date of issue.
  7. Where can I personally register myself and order a money transfer?
    You can do it at one of EasySend agent locations. The locations are available on https://www.easysend.pl/en/agents.
Category: My account
  1. Why can’t I log in to my EasySend account?
    • Check if the email address is correct
    • Check if the password entered is correct (is Caps Lock on?)
    • Try using a different browser
    • Use the Reminder button
    • Contact Customer Service
  2. I forgot my Customer Panel password, what do I do now?
    In order to reset your password, click ‘Forgot password’ in the log-in window. Next, enter the email address used to sign up and click ‘Reset your password’. We’ll send you a message with a link to set up the new password.
  3. When trying to log in, a message appears: ‘Your email address hasn’t been found in our database’. What should I do?
    First of all, please check if the email address and password are correct. If you keep receiving the notification, it may mean that your account has not yet been successfully activated. In that case please contact our Customer Service. There’s no need to sign up again. If you’ve already used our service, our consultant will activate your account.
Category: Transfers
  1. How do I transfer money?
    In order to transfer money, log in to the EasySend Customer Panel and make a transfer order. When you click ‘Order a transfer’, our system will ask you to choose a recipient. If there’s no recipient on your list yet, click ‘Add new recipient’. The second step is to enter the transfer amount in the input or output currency and one of the transfer methods available for the desired transfer direction. Next, you’ll just have to pay for the order by payment card, by quick online payment or by bank transfer to the bank account specified in our system.
  2. How do I add a recipient and what details do I have to provide?
    When you click either ‘Recipients’ or ‘Order a transfer’, the system will redirect you to your recipients list. In order to add a new recipient, choose the ‘Add new recipient’ option, enter first and last name, the recipient’s country and currency, and pick the default transfer purpose.

    The recipient data we require differ depending on the transfer type you select.

    a) Cash pick-up transfers (transfers to the post office, transfers to other countries)
    When ordering a cash pick-up transfer, you have to enter first and last name of the recipient and mobile phone number to which a transaction code needed to pick up cash will be sent.

    b) Transfers to bank accounts
    When ordering a transfer to a bank account, you have to enter the first and last name of the recipient or company name, as well as account number in the correct format (depending on the currency and recipient country, the system will ask you to enter account data in the national or IBAN format).

    Example: for accounts held in the United Kingdom in GBP, the account number must be entered using this format: 6 digits of sort code and 8 digits of account number. For accounts held in PLN, only 26 digits of the account number must be entered; for the remaining currencies and transfer destinations the number must be entered using the IBAN format

    c) Transfers to card
    To make a transfer to a card you only need to fill in the recipient’s first name, last name and card number.
  3. How do cash pick-up transfers work?
    a) Cash pickup at Post office
    When the transfer is completed on our part, a text message containing the unique GIRO transaction number, as well as the EasySend number – 99999999 – will be sent to the provided recipient mobile phone number. The recipient can go to any Poczta Polska (Polish Post) office and present their identity document together with the GIRO code to withdraw funds. The maximum amount of a Transfer within cash pickup service in Poland is: 20.000,00 PLN.

    b) Cash pickup in other countries
    When the transfer is completed on our side, a text message containing the unique transaction code (IntelExpress system) will be sent to the provided mobile phone number. The recipient can go to any pick-up point and present their identity document together with the transaction code to withdraw funds. Daily limit for one transaction is an equivalent of USD 5,600.
  4. When will the recipient receive funds?
    a) Cash pick-up transfers (cash pickup at Post Office in Poland, cash pickup in other countries)
    Delivery time for cash pick-up can be even 10 minutes.

    b) Transfers to bank accounts
    Transfer execution time depends on the selected destination and currency, and will be displayed when ordering the transfer. Depending on the selected transfer type, execution time can vary from even 10 minutes to 1-3 business days.

    c) Transfers to card
    Transfers to card reach the recipient even after 10 minutes and within one business day at most.
  5. How can I pay for the transfer?
    There are few methods of payment: by card (debit or credit), by quick online payment or by bank transfer. As far as card payments are concerned, only the data from the card must be entered, and funds will be drawn automatically.

    If you select the bank transfer payment option, you have to personally send the necessary funds to our bank account via internet banking. After you enter the required transfer data, the system will display the account number for that transaction. Remember to include customer ID or transaction number in the title. This will allow us to identify the payment; otherwise transfer execution time may be longer.
  6. What happens if I place an online order but don’t provide sufficient funds?
    Your order is active for 24 hours. It means that the exchange rate is reserved for that period. If we don’t receive sufficient funds after that period, your order will be cancelled.

    If funds reach us after 24 hours, the order exchange rate may be updated to the one at the time of crediting the funds in our bank account.
  7. I’ve sent money from a bank, when will they appear in your account?
    The time of crediting your transfer in our account depends on the country you send funds from, as well as the transfer execution time in your bank. The best idea is to check relevant information on your bank’s website.
  8. What accounts/currencies can money be sent to?
    a) Cash pick-up transfers (Transfers to the Post Office, transfers to other countries)
    Cash pick-up in Poland at Poczta Polska offices is available only for PLN. Cash pick-up in Ukraine, Georgia, Moldavia, Armenia, Kazachstan and Uzbekistan are available in two currencies: USD and EUR.

    b) Transfers to bank accounts
    Depending on the sender’s country, we offer transfers to accounts held in different currencies (PLN, GBP, EUR, CHF, USD, CZK, AUD, BGN, SEK, NOK, HUF, RON, DKK). We also offer international transfers in the same currency, e.g. GBP-GBP, EUR-EUR, if ordered for two different countries. We don’t offer domestic transfers in the same currency, e.g. PLN-PLN in Poland.

    At the customer’s request, we can execute unusual transactions, in currencies and to destinations not listed above – in order to make such orders, please contact our Customer Service by phone to agree on individual terms and conditions of your order.

    c) Transfers to card
    Transfers to card are available only for Mastercard debit and credit cards in UAH. The offer is for individual customers only. Transfers cannot be made to business cards.
  9. Where can I find information on the current currency exchange rates?
    The current exchange rate is always available on our website. Once you place the order, the rate given in the transfer order is reserved for 24 hours.
  10. Having placed an order, I receive a text message / email with contact request. What’s happening with my transfer?
    In consideration of the security of our services, some transactions are additionally verified. In order to perform short verification, please contact Customer Service by phone or enter your current telephone number in your profile, so that we may contact you.
  11. Can I check the current status of my transfer?
    Yes. In the ‘Transaction history’ tab you can find all transfer orders placed by you.

    ‘Completed’ means that the transfer has already been set for execution by a bank and awaits crediting on the part of the recipient bank or (in the case of cash pick-up transfers), funds can already be collected, and the pick-up code has been sent to the provided telephone number.

    ‘Pending’ means that you’ve placed an order that awaits payment. If you’ve correctly paid for the order, and the status is still Pending, it may mean that verification or submitting additional documents is required.

    ‘In progress’ means that the order has been paid for correctly and awaits execution. Money will be sent to the recipient shortly.

    ‘Rejected’ refers to those orders that haven’t been paid for within 24 hours from placing the order or have been rejected due to lack of verification or the money bouncing back from the recipient account.
  12. What is a SuperFAST transfer?
    A SuperFAST transfer is an express transfer available on business days between 7 a.m. and 5 p.m. GMT for transfers to PLN accounts in Poland and GBP accounts in the United Kingdom. Money sent via SuperFAST transfers is credited in the recipient’s account even in 10 minutes. Delivery time may vary depending on the selected destination bank in Poland. There is a limit of PLN 20,000 for SuperFAST transfers to PLN accounts in Poland ordered after 2 p.m. GMT.
  13. I’ve ordered a FAST transfer, when will the money reach the recipient?
    The time in which money transferred to accounts held in Poland in PLN is delivered to the recipient varies and is dependent on the time of order and payment to our account. If a transfer order is placed and the money to pay for it reaches our account by 11 a.m. GMT, then the transfer will reach the recipient in Poland on the same day. If the transfer order has been placed and paid for after 11 a.m. GMT, then the recipient will receive the funds on the next business day.

    Transfers to an account held in GBP in the United Kingdom will reach the recipient on the same day, if the transfer order is placed, and the money to pay for it reaches our account by 4 p.m. GMT.

    Transfers to an account held in a currency other than GBP, PLN will reach the recipient in 2-3 business days (depending on the selected country and currency).
  14. The status of my transfer is ‘Completed’ but the recipient hasn’t received the funds yet. Why?
    ‘Completed’ means that we’ve sent the transfer and it awaits execution by bank. Thus, crediting the transfer is on the part of the recipient bank and may depend on the timing of sessions. These can be found in the recipient bank’s terms & conditions
  15. Can I receive confirmation of my money transfer?
    Yes, after every executed transfer, ordered online or via an agent location, the confirmation is generated automatically. It’ll be sent to the email address provided in your profile. It can additionally be generated in the ‘Transaction history’ tab. A list of executed transfers for a given period of time can also be provided – please contact the Customer Service.
  16. I can’t withdraw the money – why?
    a) Transfer to the Post Office
    In order to pick up the money, the data used at the post office must match those specified in the transfer order. Verify the correctness of data: first and last name, transaction code, company number. If all the data are correct, but you still can’t withdraw the money, please contact our Customer Service.

    b) Cash pick-up at an Intel Express location in Ukraine
    In order to pick up the money, you have to present an ID, and the data must match those specified in the transfer order. Verify the correctness of data: first and last name and transaction code. If all the data are correct, but you still can’t withdraw the money, please call the hotline of the Ukrainian payment operator – Intel Express: +380443383650.
  17. Where can I collect the cash from cash pickup transfers?
    a) Poland - any branch of Post Office

    b) Ukraine - any branch of: OschadBank PrivatBank, Ukrgasbank, Idustrial Bank, iBoxBank, Accordbank, Pravex Bank, Globus Bank, Cominvestbank, MIB, CominBank, Motor Bank, Zemelny Capital Bank, Unex Bank

    c) Georgia - any branch of: Bank of Georgia, TBC Bank, Liberty Bank, VTB Georgia, IntelExpress Crystal, Terabank, Basis Bank, IntelExpress Head, Money Movers (Agents), IntelExpress Smart Finanse, IntelExpress Micro Business Capital, IntelExpress Moneta, Cartu Bank, Silk Road Bank, Credo, eMoney, IntelExpress Aplha Express, MonRem

    d) Armenia - any branch of: ArdShinInvestBank CJSC, VTB Armenia, AraratBank, ArmBusinessBank, ArmEconomBank, Unibank, InecoBank, ArtsakhBank, ID Bank, Evocabank

    e) Moldova - any branch of: Post of Moldova, Moldindconbank, Victoria Bank, EuroCreditBank

    f) Kazakhstan - any branch of: Halyk Bank

    g) Uzbekistan - any branch of: Orient Finance Bank
  18. I don’t want to use online banking, can I transfer money to your account at a bank branch?
    We don’t accept cash payments to our account. If you need to pay in cash, you can do so at our selected agent locations.
Category: Privacy Policy
  1. How will the data provided when I signed up be secured?
    All EasySend customer data are strictly confidential and processed for the purpose of money transfer execution. We’re registered with the ICO under the Data Protection Act under number Z2973216.

    We meet the highest international security standards.

    More information, including that concerning gathering and processing personal data, can be found on: https://www.easysend.pl/en/privacy-policy.
  2. Why do I have to provide my personal data?
    We provide money transfer services, which is why we gather and process essential data – the information provided when filling in the form (first and last name, address, copy of documents verifying identity or source of funds, telephone number, email address, etc.).

    We record transaction details (amount, currency), correspondence and telephone conversation between the company and the customers. We do so only to improve our services.

    Users have the right to review, correct and update their personal data.
Category: Limits and documents
  1. Dlaczego muszę podawać swoje dane podczas realizacji przelewu?
    This is due to regulations governing the rules for international money transfers. The data and documents we require and accept may differ depending on the registration country and the sender’s citizenship.
  2. What identification data do I have to complete?
    The basic required identification data are:
    • first and last name,
    • date of birth,
    • residential address in the sender’s country,
    • purpose of transfers,
    • contact data – email and (optional) phone number.
  3. What documents do I have to complete and when?
    Scans or photographs of documents will have to be uploaded if the total amount of your transfers exceeds an equivalent of EUR 1,000 within 90 days or if it’s necessary because of the sender’s or recipient’s country.

    The system will inform you when and where you have to add the documents. Standard documents required to increase the limit are a document confirming identity and a document confirming address. When you add those, the transfer limit will be increased to an equivalent of EUR 15,000 in a 90-day period.

    In the case of transfer amounts exceeding in total an equivalent of EUR 15,000 in a 90-day period, a document confirming the source of funds must be presented.

    Moreover, pursuant to its Terms & Conditions, EasySend may ask its customers to present additional or non-standard documents depending on the transaction risk evaluation.
  4. What identity-confirming documents and in what format can I submit?
    The document confirming identity should be valid, contain visible data, i.e., first and last name, document number, date of issue and validity date.

    The photograph or scan of the document should be clear, can be colour or black-and-white, and all the data must be legible and in full. The document can be sent to us in the form of a clear photograph or in the form of files: png, jpg, jpeg, pdf, bmp or tiff.

    List of accepted documents:
    • passport,
    • EUR national ID card – issued in an EU member state,
    • driving license issued in the United Kingdom (driving license issued by other countries is not accepted),
    • residence permit issued in an EU country (for citizens of non-EU countries).
  5. What document confirming my address can I enclose and in what form?
    The document confirming the address cannot be more than 3 months old, should contain visible data, i.e., first and last name, address, account number / document reference number / date of issue.

    The document can be sent to us in the form of a clear photograph or in the form of files: png, jpg, jpeg, pdf, bmp or tiff. We accept the following documents:
    • current bank statement – with the first and last name of account owner, account number, address and date of issue visible,
    • current debit/credit card statement – with the card number visible,
    • council Tax – demand letter or statement – with customer/reference number visible,
    • education grand or other grant confirmation – with customer/reference number visible,
    • firearms certificate or shotgun license – with customer/reference number visible,
    • housing Benefit – with customer/reference number visible,
    • ID card issued by an Electoral Roll office,
    • Inland Tax Revenue Notification – with customer/reference number visible,
    • tax Credit.
    Other documents:
    • instrument of a court appointment – with customer/reference number visible,
    • mortgage statement – with customer/reference number visible,
    • British driving license (issued in the mainland UK; Northern Irish licenses are not accepted),
    • utility bill (excluding cell phone bills) – with customer/reference number visible.
    Additional documents accepted for cash pick-up transfers to Ukraine:
    • residence permit issued by an EU member country,
    • driving license issued in an EU member country,
    • rent agreement,
    • bank statement,
    • payslip (with address),
    • utility bill,
    • official letter,
    • letter from employer confirming residential address.
  6. What documents confirming the source of funds and in what format can I submit?
    The document confirming the source of funds should clearly specify and certify the source of funds to be sent. This can be a bank statement, sales contract, loan agreement, notarial deed, etc.
  7. What happens if I refuse to submit the required documents?
    If the customer fails to present a required document, EasySend has the right to decline to proceed with the transfer execution. If we suspect money laundering or other illegal activities EasySend is obliged by law to inform relevant authorities of this fact without having to inform the customer.
Category: Two-step verification
  1. What are the advantages of two-step verification?
    Two-step verification helps us increase the level of security of your EasySend data and transactions. This process diminishes the risk of introducing changes to sensitive data by unauthorized persons – each important activity performed in the Customer Panel must be additionally verified with the use of an SMS code or a different method: e.g. PIN or biometrics.
  2. Is two-step verification mandatory?
    Yes. Two-step verification (Strong Customer Authentication) is part of larger changes in payment services systems (such as EasySend’s) and, along with other provisions, will become effective on 14 September. EasySend, being a British company, is supervised by the Financial Conduct Authority. In order to meet the requirements in force, it has to introduce mandatory two-step verification for its customers.
    Text of the delegated regulation: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32018R0389
  3. Why am I not receiving text messages?

    If you don’t get any text messages, make sure your telephone has network coverage. You can also try turning it off and on or calling any number to confirm that there is signal. Then repeat the action which resulted with no text message being received.

    The most common reason why text messages aren’t delivered is using a foreign phone number or a foreign operator’s coverage. If this issue persists, please contact our Customer Service.

  4. I no longer have access to the phone number used for two-step verification. What should I do now?
    The phone number used for two-step verification can be changed. If you wish to do that, contact our Customer Service. Our staff will guide you through the process of phone number change for the purposes of verification.
  5. What is the cost of two-step verification?
    Two-step verification is free. You bear no cost related to receiving text messages or the whole process in general.

Contact

Widok na Tower Bridge, Londyn, EasySend w UK

EasySend in UK

Mon. - Fri.: 07:30 - 17:30
Saturday: 10:00 - 14:00
EasySend Ltd
35 High Street
London W5 5DB, United Kingdom
Widok na Żuraw, Gdańsk, EasySend w Polska

EasySend in PL

Mon. - Fri.: 08:30 - 18:30
Saturday: 11:00 - 15:00
EasySend Polska Sp. z o.o.
ul. Grunwaldzka 223
80-266 Gdańsk, Polska

Consultants

Call us or send us an email: help@easysend.pl - we’ll be happy to help you!

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