Help centre

Opening an account. Register with your email address, confirm the code we send, set a password that meets the strength requirement, and complete identity verification. The account is bound to the device you register on.

How long verification takes. Most checks complete within minutes. Where a reviewer needs to look at a document, expect up to one business day. You can use incoming activity while a case is pending; outbound payments are released once verification is approved.

Adding a way to pay in. Add an account or card in the funding section. Some methods are confirmed instantly; others use two small verification amounts that appear on your statement with the platform reference, which you then enter to confirm ownership.

Sending money. Choose the currency and amount, select or add a recipient, review the confirmation screen showing amount, fee, conversion rate where one applies and the total, then confirm. Nothing is sent until you confirm.

When funds arrive. Timing depends on the corridor, the method used and the cut-off times that apply in the destination market. The estimated arrival time is shown before you confirm and on the payment record afterwards.

Tracking a payment. Every payment has a reference. Open the activity list, select the payment and you will see its current state, the timestamps for each step and the reference to quote to support.

Cancelling. A payment can be cancelled while it is still prepared or reserved. Once it has been released it cannot be recalled by you; contact support immediately and we will attempt a recall, which depends on the receiving institution and is never guaranteed.

Paid the wrong person. Contact support with the payment reference as soon as you notice. We will contact the receiving side and tell you the outcome. Recovery depends on the recipient's cooperation and the rules of the destination market.

The rate you get. A quote is produced by the platform, is valid for a short, clearly displayed window, and can be used once. The rate, the fee and the exact amount the recipient receives are all shown before you confirm.

Why a quote expires. Rates move. Rather than change the amount after you have agreed to it, the quote expires and you request a new one. No conversion happens on an expired quote.

Holding more than one currency. Each currency you hold is shown as a separate position with its own available, pending, held and restricted figures. Those figures are reported separately and are never added together, because they are not interchangeable.

One active device. Your account works on one approved device at a time. Signing in elsewhere starts a takeover request that must be approved from the device you already trust, or completed through recovery if you no longer have it.

Lost device. Start recovery from the sign-in screen. Recovery requires identity verification and applies a time-limited security hold before outbound activity resumes. The hold and its expiry are shown in the product.

Suspicious contact. We will never ask for your password, a one-time code, or a document by message or social media. If someone claiming to be from GBF Payment Services asks for any of these, end the contact and report it through support.

If you think your account is compromised. Change your password, review the devices list, remove any device you do not recognise, and contact support immediately with what you observed.

A restriction means a specific action is unavailable. The product tells you which action is affected and gives you a reference identifier. Common causes are verification not yet approved, a review of a specific payment, a security hold following recovery, and a limit that applies to your account type.

Some restrictions arise from checks we are legally prohibited from describing. In those cases support can confirm that a restriction exists and take your contact details, but cannot explain it or predict how long it will last. This is a legal requirement, not a service choice.

Fees are shown before you confirm any action and again on the record afterwards. There is no fee that appears only after the event. The Pricing page describes the fee structure in general terms; the confirmation screen is always the authoritative figure for a specific payment.

Limits depend on your verification level, your account type and the market you are paying into. Where an instruction exceeds a limit, the product tells you the limit that applied and what, if anything, you can do to raise it.

Support is reached from the account menu in the app or through the Contact page. Include the reference identifier shown on any error, restriction or payment; it lets us find the exact record without asking you to repeat yourself.

We aim to respond to a first message within one business day. If you are unhappy with how a case has been handled, see the Complaints page, which sets out the formal process and the independent bodies you can escalate to.

The product is built to meet the Web Content Accessibility Guidelines version 2.2 at level AA. Screens are operable by keyboard, work with screen readers, respect a reduced-motion preference and maintain contrast at readable levels.

If you meet a barrier, tell us what you were trying to do and the assistive technology you use. We treat accessibility defects as service defects and will offer an alternative route to complete the task while the defect is fixed.