Most popular questions
To register with ACE kindly follow the below mentioned steps:
ACE has made Sending Money easier for your complete peace of mind. Just follow these simple steps:
You can pay for your online transactions using:
• Debit Card
• Credit Card
• Online Bank Transfer
• Bancontact (Belgium only)
• Ideal (the Netherlands only)
• Apple Pay
• Google Pay
We advise you to check the individual country page for delivery methods and timescales. • Cash Pickup Cash is available to collect instantly. It will be available for collection on the next day if created after banking hours, weekdays, and public holidays. • Bank Deposits Bank Deposit delivery timescales vary per country but are usually credited within 1 - 2 business days. In case of incorrect bank details, it may incur additional delays. • Wallet (specific countries only) • Mobile top-up (specific countries only) • Bill Payment(Pakistan only)
Proof of Identity for a Transfer
We may request any of the following documents as proof of identity for a transfer. All documents must be submitted as real-time, colored pictures:
Accepted Photo IDs: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
ACE Money Transfer is an online portal so that you can send money online - Cash is not being facilitated at all.
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’s why we are:
• Verified by MasterCard and Visa
• Officially recognized and authorized by Her Majesty's Revenue and Customs (HMRC)
• Officially authorized with Austrac.
• Officially authorized with Monsas.
• Officially authorized with Fintrac.
• Use world-class compliance
Note: Mobile top-up details cannot be amended
If you are using WebsiteKindly update us on the source of your funds. Is it your earnings, savings, or loan?
• If it is your earnings, we require your recent salary slip and your updated bank statement.
• If it is your savings, then please send your updated savings account bank statement.
• If it’s a loan, then please enclose your loan letter and your updated bank statement.
After uploading that to your profile, please let us know the amount and the recipient country via email at help@acemoneytransfer.com. We will get back to you after review.
Please refer here https://acemoneytransfer.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
A valid photo ID is any of the following: • Colored picture of passport (front 2 pages) • Colored picture of driving license (front and back) Except Germany and Spain. • Colored picture of EU member state ID card with photo (front and back) Also, do make sure that document is not expired and there is ample background light (without camera flash) and that all four corners of your documents are visible & legible (like the rest of your document).
ACE 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 help@acemoneytransfer.com
Forgot your password? No worries. simply follow these steps to reset your password: • Click on the option “Forgot Password”. • Choose either Email/Number to verify your identity. • You will receive 6 Digit OTP on your Registered Number/Email. • Then add the new Password. • Click on “Update Password”. Note: If the system prompts further verification, kindly complete Video Verification or confirm your Date of Birth, for further proceedings
Once your transaction is canceled and refunded, it will take 3-5 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 canceled automatically after 24 hours. Your payment may not be processed for many reasons. You can repay the transaction after following 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 (a) or (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 consists 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®, MasterCard® and Discover® 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 advance 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 unambiguously 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 foreign), 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.
Customers cannot change their name, date of birth, beneficiary name 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 note that you can reactivate your temporarily deactivated account by logging in. For permanently deactivated accounts, kindly send an email request to help@acemoneytransfer.com .
We are a home remittance company and do not facilitate commercial transactions. We notify our customers not to create commercial transactions with us. Commercial transactions, when identified, are canceled straight away.
Each company has their own SOPs and guidelines on which they perform. We have some of the most stringent safety procedures to ensure that your funds are safe with us, and are transferred without any problem. This does mean that our customers face the occasional problem of funds not authorized, or reviewed by compliance. In this case, we have to request you to please have everything in order before creating a transaction.
If you have created an online bank transfer, funds can take from 30 minutes to 2 working days for further processing. Why? It happens because your bank may hold the money instead of releasing it straight away and this can delay the process. If this happens, the best thing to do is to contact your bank’s authorization department.
Online banks transfer depends on your country, type of account you have, your bank and it’s cut off times for same-day transfers. Further, it also involves intermediaries and our bank and its cut-off times to process same-day value transfers. Due to the involvement of multiple parties and different cut-off times of these parties we may receive funds within 1 to 2 working days.
We offer different modes to pay for the transaction online, and due to the provided variety, there are different transaction statuses. All of them are listed below, from when you create a transaction until it’s finished: Incomplete The transaction has not been successfully created yet, please pay to place your transaction in the system. Awaiting Funds The transaction has been created successfully, we are waiting for the funds to be received by us from your bank or the paying partner so that we can process your transaction. Transfer In-Review Your funds have been received, automated compliance checks are being executed. Compliance Review The transaction is pending manual review by the compliance team, and you will be guided regarding the required (if any) via email, and in the transaction’s live status Ready for collection - cash pickups only Your amount is ready to be paid. The receiver can collect the cash from your selected partner/bank. Sent for Payout – (bank deposits only) The transaction is processed, and forwarded from our end to the recipient bank for deposit in the account. This normally means that money has left our account and would be credited to your beneficiary’s account any time. Paid - cash pickups only Your receiver has collected the money from the payout bank or partner. Credited - bank deposits only Your receiver's account has been credited as per the recipient's bank response. Reviewing Cancellation Request The cancellation request has been received, and is currently under review with the respective team, after which it will be forwarded to the partner/bank end. Canceled The transaction has been successfully canceled and your funds have been refunded back to your bank. They will be credited into your account in 3-5 working days.
Yes, there are. ACE Money transfer is only provided personal transfers in all the countries we operate in. Both the sender and the recipient of a transfer must be individual natural persons or their own bank accounts. Note: Restriction for beneficiary does not apply in case of Air Time or Bill Payment.
• If your transaction is in a compliance review, then please check your email, we already have emailed you. Please check and respond accordingly. • In case any documents are required, please check your email, open it, and there will be a button to upload docs in there. Please click on that to upload the requested documents directly to your profile. • If you are asked to provide remarks, please go to transaction history, click on the concerned transaction code, click on add inquiry, and then add the requested information as remarks in there. • If you are asked to contact us at our helpline number, then please call from your registered number. You can get our helpline number from : i) Support option if you’re using our mobile app ii) Contact us option if you’re using our website
Debit Card:
When paying with a debit card there are normally no additional fees other than those specified at the time you make payment.
Credit Card:
Some credit issuer’s charge an extra fee when you use your credit card for a transfer, as the transaction is categorized as “cash withdrawal” or “cash advance”. The fee, if any, depends on your bank’s T&Cs and ACE have no control over it. It’s completely at the choice of the bank that issued your card.
As a regulated financial institution, we are required to keep your data for a minimum of 5 years under anti-money laundering and counter-terrorism regulations. These retention requirements supersede any right to erasure requests under applicable data protection laws. Therefore, we are unable to erase your data in relation to your Account until after this time period. We can assure you, though, that your data will be held safely and securely while under our supervision.
The receivers cannot be removed; however, it is possible to mark them as active/inactive by following the below procedure:
"As a regulated financial institution, we are required to keep your data for a minimum of 5 years under anti-money laundering and counter-terrorism regulations. These retention requirements supersede any right to erasure requests under applicable data protection laws. Therefore, we are unable to erase your data in relation to your Account until after this time period, we can assure you though that your data will be held safely and securely whilst under our supervision."
The receivers cannot be removed; however, it is possible to mark them as active/inactive by following the below procedure:
Our Customer Experience team is available to assist you.
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Your credits will be converted as per the currency of your new Country.
Once your country change request is approved, any transactions you've previously initiated will no longer appear in the history option. If you require a remittance certificate for your prior transactions, feel free to get in touch with us.
If your previous country and currency information is still displayed, it indicates that your change country request has not yet been finalized.
Please note that after submitting a change country request, our teams need some time to review both your request and the associated documents. This procedure typically concludes within 1-2 business days.
You’ll be able to use Apple Pay for future transactions after successfully completing your first transfer. To make your first transfer, please choose one of the following payment methods:
Once your first transfer is completed, Apple Pay will be available as a convenient option for all future transactions.
No, changing your username (email) will not affect your account or any previous data. Your account information and history will remain unchanged.
Unfortunately, each email address can only be associated with one account on our platform. You need to use a unique email address for your account.
Your communication preferences and notifications will remain the same even after changing your username (email).
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There are several ways to find answers for your raised concerns which are clarified below:
