Frequently Asked Questions
eZi Remit makes international money transfers fast, secure, and affordable. Explore the answers to our most frequently asked questions below.
Getting Started
What is eZi Remit?
eZi Remit is a trusted international money transfer service that enables customers to send money securely and conveniently to beneficiaries in selected countries.
Is eZi Remit licensed and regulated?
Yes. eZi Remit operates in accordance with applicable South African exchange control regulations, anti-money laundering legislation, and other regulatory requirements. Transactions are processed through authorised banking and payment partners.
Who can use eZi Remit?
Any eligible individual who meets the required identification and verification requirements may use our services. Certain services may be subject to age, residency, and regulatory requirements.
How do I signup?
- Self-sign-up on the eZi Remit website
- Self-sign-up on the mobile application (the eZi Remit App can be downloaded on Google Play Store, Apple Store) Huawei App coming soon.
- Via appointed field agent located nationwide. For more information contact us on +27 81 864 1063
Can foreign nationals use eZi Remit?
Yes. Foreign nationals may use our services, subject to applicable legal, regulatory, and identification requirements.
What documents may foreign nationals need?
Depending on their status in South Africa, foreign nationals may be required to provide:
- A valid passport
- Visa or permit documentation
- Proof of residential address
- Additional supporting documentation where required
Does the beneficiary need a bank account?
Not always. In certain countries, beneficiaries may be able to collect funds in cash or receive them through approved mobile wallet services.
What information do I need for my beneficiary?
Requirements vary by destination country but may include:
- Full name
- Contact details
- Residential address
- Bank account details or mobile wallet information
- Identification information where required
Sending Money
How do I send money with eZi Remit?
- Register with eZi Remit.
- Complete the required identity verification process.
- Provide beneficiary details.
- Pay for your transaction.
- We process and deliver the funds to your beneficiary.
What platforms are available to send money
- eZi Remit website
- Android App
- IOS App
- Huawei App (Coming soon)
How do I add a beneficiary
It is important to ensure that the recipient’s information is captured accurately to prevent unnecessary delays in funds being received by the
Recipient. Below are some guidelines when you capture the details of your recipient;
- Make sure your recipient’s names are correctly spelled (name, middle name, and surname).
- Remember for cash pick up transaction/s the recipient name/s must match with the names as appearing on the recipient ID when presented to collect cash
- Ensure that the recipient name/s matches the recipient account/wallet (registered mobile number) details
- Ensure that the recipient account/wallet details are valid and correct:
Bank, account and information e.g. India, or Zimbabwe
- IBAN details are valid and correct e.g. Pakistan and European countries
How much money can I send?
Transfer limits depend on regulatory requirements, verification status, destination country, and the purpose of the transaction. Contact our support team for country-specific limits. R5000 per day and max of R25000 per month.
Which countries can I send money to?
eZi Remit offers transfers to a range of destination countries. Available countries across Africa, Asia, Europe and other regions which may change from time to time. Please contact us or refer to our website for the latest list of supported destinations.
How can beneficiaries receive funds?
Depending on the destination country, beneficiaries may receive funds through:
- Bank account deposits
- Cash collection at approved payout locations
- Mobile wallet transfers
Will the beneficiary receive USD?
Beneficiaries will receive their remittance in currency of the receiving country
Are payout options the same in every country?
No. Available payout methods vary depending on the destination country and local regulations.
Can I change my beneficiary after submitting a transfer?
Changes may be possible before processing begins. Contact us immediately for assistance.
Transaction Processing
How long does a transfer take?
Delivery times vary depending on the destination country, payout method, regulatory checks, banking processes, and public holidays.
How can I track my transfer?
You can contact our support team and provide your transaction reference number for an update on the status of your transfer.
Why is my transfer delayed?
Delays may occur due to:
- Additional verification requirements
- Incomplete beneficiary information
- Regulatory reviews
- Banking system delays
- Public holidays or weekends
What happens if the beneficiary details are incorrect?
Please contact us immediately. We will attempt to assist, but recovery of funds cannot always be guaranteed once the transfer has been processed.
How can my recipient receive the money I sent?
- A valid Identification Document
- For cash pick up a TF number is provided to the recipient to present
What documents do I need?
No. Transactions must be initiated by the person whose details are provided during registration and verification.
Can I send money on behalf of someone else?
-
- South African ID, passport, or valid permit
- Proof of residential address
- Supporting documents relating to the purpose of the transaction where required
Can I send money to myself in another country?
No.
Fees and Exchange Rates
What fees will I pay?
Any applicable fees will be disclosed before you confirm your transaction.
How are exchange rates determined?
Exchange rates are based on market conditions and may fluctuate throughout the day.
Can the exchange rate change after I receive a quote?
No. if a quote is not settled within 24 hours it automatically expires.
Are there any hidden charges?
No. eZi Remit aims to provide transparent pricing and will disclose applicable fees and charges before you proceed with a transaction.
Are there any hidden charges?
No. eZi Remit aims to provide transparent pricing and will disclose applicable fees and charges before you proceed with a transaction.
Source of Funds and Supporting Documents
What is source of funds?
Source of funds refers to the origin of the money being used for a transaction, such as salary income, business income, savings, investments, inheritance, or other legitimate sources.
Why do I need to provide proof of source of funds?
As part of our anti-money laundering and regulatory obligations, we may request documentation to verify the source of funds used for a transaction.
What documents may be accepted as proof of source of funds?
Examples may include:
- Recent payslips
- Bank statements
- Employment confirmation letters
- Investment statements
- Sale agreements
- Inheritance documentation
- Other supporting evidence as required
Will I always be required to provide source of funds documents?
No. Documentation requirements are based on factors such as transaction value, risk assessment, customer profile, and regulatory requirements.
South African Regulatory Requirements
What is the Single Discretionary Allowance (SDA)?
South African residents may use their annual Single Discretionary Allowance (SDA) for qualifying foreign exchange transactions, subject to applicable exchange control regulations.
What is the purpose of exchange control regulations?
Exchange control regulations are designed to manage the flow of funds into and out of South Africa and ensure compliance with applicable financial laws and regulations.
Refunds and Cancellations
Can I cancel a transfer?
Cancellation may be possible if the transfer has not yet been processed or paid out. Contact us immediately for assistance.
How do refunds work?
Approved refunds will be processed using the original payment method where possible and may be subject to regulatory and banking requirements.
How long does a refund take?
Refund processing times vary depending on the payment method and banking systems involved.
Security and Compliance
Why do you need my personal information?
We are required by law to verify customer identities and monitor transactions to prevent fraud, money laundering, terrorist financing, and other financial crimes.
Why was I asked for additional documents?
Additional information may be required to comply with regulatory obligations or to verify the purpose and source of funds for a transaction.
Why was my transaction selected for review?
Certain transactions may be reviewed as part of our risk management and compliance monitoring processes.
What happens during a compliance review?
We may request additional information or supporting documents before processing the transaction.
Does a compliance review mean there is a problem?
No. Compliance reviews form part of our standard regulatory obligations and help ensure that transactions are processed safely and lawfully.
Can my transaction be declined?
Yes. Transactions may be declined if regulatory requirements are not met or if concerns arise during our verification and compliance processes.
Can eZi Remit report suspicious transactions?
Yes. We are legally required to report certain transactions or activities to the relevant authorities where required by law.
Privacy and POPIA
How does eZi Remit protect my personal information?
We implement appropriate technical and organisational measures to protect personal information from unauthorised access, loss, misuse, or disclosure.
Does eZi Remit comply with POPIA?
Yes. eZi Remit processes personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA), and other applicable privacy laws.
Why do you collect my personal information?
We collect personal information to:
- Verify customer identities
- Process transactions
- Meet legal and regulatory requirements
- Prevent fraud and financial crime
- Provide customer support
Will my personal information be shared with third parties?
Your information may be shared with authorised service providers, banking partners, regulators, and law enforcement authorities where required by law or necessary to provide our services.
How long do you keep my records?
We retain customer and transaction records for the period required by applicable laws and regulations.
Fraud Prevention
How can I protect myself from fraud?
You should:
- Never share your passwords or verification codes.
- Verify beneficiary details carefully.
- Be cautious of unsolicited requests for money.
- Contact us immediately if you suspect fraud.
Will eZi Remit ever ask for my password?
No. eZi Remit will never ask you to disclose your password or security credentials.
What should I do if I think I have been scammed?
Contact eZi Remit immediately. We will investigate and provide guidance on available options, although recovery of funds cannot always be guaranteed.
Complaints and Support
How can I contact eZi Remit?
You can contact us via:
- Telephone 086 066 8701
- Email support@eziremit.co.za
- WhatsApp +27 81 864 1063
- Website contact form
What are your operating hours?
Our operating hours are published on our website and may vary on weekends and public holidays.
How do I submit a complaint?
Complaints may be submitted through our customer support channels, including email, telephone, WhatsApp, or our website contact form.
How long will it take to resolve my complaint?
If you remain dissatisfied after our internal complaints process has been completed, you may be entitled to escalate the matter to the appropriate regulatory or dispute resolution body, where applicable.
What should I do if I suspect fraud or unauthorised activity?
Contact eZi Remit immediately if you suspect unauthorised activity relating to your account or transaction so that we can investigate and assist where possible.
