How Can I Troubleshoot My Remittances?

1. Why can't I see Send Money Abroad in my app?

You might not see the "Send Money Abroad" feature if your account is not fully verified or if your app is not updated. Kindly ensure that your account is fully verified and that you are using the latest version of the app.

For more support, don't hesitate to contact our helpful humans 24/7

Call: #GO8888 (#468888)
Email: help@gotyme.com.ph
Chat: GoTyme Bank app

2. Why is my transfer taking longer than expected?

Your transfer may take longer if it is still being processed, undergoing checks, or affected by cut-off times, weekends, or holidays.

International transfers can go through multiple steps such as currency conversion, partner bank processing, and recipient bank handling, which can affect timing. If your transfer is taking longer than expected, it may be due to one or more of the following reasons:

1. Sudden technical issues.
2. National holidays in the Philippines or destination country.
3. Regulatory checks with our global banking partners and e-wallets.
4. Regulatory check with your recipient's bank or e-wallet.
5. Currency cut-off times.

If your transfer is still in progress, it may complete once processing resumes or regulatory checks are finished. If your transfer has not arrived after the estimated time plus one business day, contact GoTyme Bank Customer Support so we can help investigate.

3. Why did the recipient receive less than expected?

Depending on the currency and destination country, the amount may differ because of the receiving bank or e-wallet. Before confirming your Send Money Abroad transaction, the necessary fees will be displayed for your reference. You should be able to see a clear breakdown of fees and who is charging them.

Please double check with your recipient for any receiving fees as well before finalizing your transaction.

For any issues with a mismatch in the fees and what the recipient received, please feel free to reach out to contact GoTyme Bank Customer Support so we can help investigate.

4. Why did my GoTyme Bank Send Money Abroad transfer fail?

Your transfer may fail if the recipient details are incorrect or if the transfer did not meet regulatory or bank requirements.

We encourage you to double-check that, and check if:

1. You are inputting the correct recipient information for your selected currency.
2. Your recipient's account name, address, and account information was inputted exactly as it appears on the recipient's account.
3. Your recipient's bank or e-wallet account is valid and has passed the country's required verification or screening requirements.

Some currencies have strict regulatory checks and requires all recipient details, even those in foreign characters (i.e. Katakana), to match exactly.

If the issue still persists, please contact our Personal Bankers for more assistance.

5. Can I change or cancel my transfer after confirming?

You cannot change or cancel your transfer once it has been confirmed and processing has started.

This is because the funds are already being routed through partner banks and cannot be easily stopped.

For any issues with incorrect details, please contact our Personal Bankers for more support.

6. Why can't I send to a specific country or recipient?

You might not be able to send to certain countries or recipients due to regulatory restrictions or compliance requirements.

Some countries or accounts may be restricted, blocked, or not supported based on global regulations or internal risk controls.

7. I was scammed or a victim of fraud. What can I do?

If you think you've been scammed, contact GoTyme Bank immediately so we can try to review and act on your transfer.

International transfers are often processed quickly and may not always be reversible once completed, so it's important to act as soon as possible.

Before making any Send Money Abroad transactions, please make sure to double check all recipient data and ensure you are sending to a known recipient.

For immediate assistance on a scam or fraud related incident, contact our Personal Bankers as soon as possible.

8. Who do I contact for any issues? GoTyme Bank or the receiving bank?

For issues related to sending your money, you should contact GoTyme Bank first and we'll guide you based on your situation. GoTyme Bank can help with tracking, delays, failed transfers, and general concerns.

If the transaction has been marked as "Completed" but your recipient is experiencing an issue, we recommend asking your recipient to contact the receiving bank's Customer Service team for further assistance.