FREQUENTLY ASKED QUESTIONS

Welcome to CapeRemit Support

Have a read through our help pages, if you've got a question or you just need more information.

Yes, you need to register to carry out any transaction on caperemit.com. Registration is free of charge.

First ensure that your email address is spelled correctly. If that's ok, it may be possible that your verification email may have been filtered into the bulk or junk mail folder of your email account. If you do not find the email in this folder, please contact our customer services team.

You should receive a verification email from CapeRemit within 10 minutes of signing up for a CapeRemit account. We advise you wait for 30 minutes before contacting us.

Your customer number can be found at the top right area of the account page, under your name. Its the number that starts with a CR followed by 6 digits.
If you can't find your country of residence in the registration form it means you will be unable to use our service from your country. We are working hard to expand our services to cover more destinations.
No. Each customer is only allowed to have one account. If you create a duplicate account, it may result in both accounts being blocked. If you have created more than one account, contact us and let us know which one you’d like to keep and we'll delete the other one.
We'd be sorry to see you go, but we understand you may want to close your account if you no longer need to send money. Please remember that once your account is closed, it's no longer accessible by you or anyone else. To delete your account, please contact our customer services team.
CapeRemit receives and sends money round the clock; 24 hours a day but our customer services team are only available to respond to your inquiries between the hours of 08:00 to 18:00 hours UK time.

The money transfer process is instant and your money will be delivered to your recipient within seconds of us receiving your payment.

You can always check your transaction status on the payments section. We will send you emails at each stage of your transaction.

You can pay with a credit card or debit card issued by any UK bank. You can also pay using Sofort banking which enables you to send money directly to our bank account using your online banking details.

We accept only debit or credit cards that have been enrolled on the Verified by Visa or MasterCard Secure Code card protection schemes. This is to protect your card against unauthorised use and to give you peace of mind when shopping with us.

Please note that CapeRemit does not accept cash as a means of payment for any of our services.

From a non-verified account, you can send up to £600 in a single transaction or up to a total of £1,000 in multiple transactions. We will ask for your identification documents when you attempt to exceed these limits.

With a verified account, you will be able to send a maximum of £2,000 in a single transaction and £10,000 per month in multiple transactions. The minimum amount you can transfer with CapeRemit is £10.00.

If you need to send any amount larger than £10,000, please contact our customer services team.

We will keep you informed via email at each stage of your transaction. You will receive a transaction confirmation as soon as we receive your money in our account. We will also update you once that we have paid your beneficiary and the money has been delivered to their account.

Like banks and other financial institutions, CapeRemit is in compliance with strict anti-money laundering guidelines and regulations. We may need to ask for a photographic identification or a proof of address or both in order to process your transfer. Should we need this, you will be notified during the payment process.

You cannot use a single document source to confirm both your name and address. For example, if you provide your driving licence as proof of your name you must provide another form of identification for your address, such as a utility bill.

We accept valid passports or full UK driving licences. We do not accept provisional driving licenses.

We accept utility bills, credit card statements and bank statements as proof of your address, as long as none of them are older than three months.

Your transaction reference number is at the top right area of the payment receipt we emailed to you. You can also find your transaction number on the transaction records table in the "My Payments" section of your CapeRemit account.

All money transfers will be paid out in the local currency at the transfer destination.

Depending on the receiving country, CapeRemit offers the following means of receiving money.

  • Bank Transfer - Money can be received directly into the recipient's bank account.
  • Mobile Airtime - Money can be received instantly as mobile credit to top-up recipient's mobile airtime.
  • Mobile Wallet - Money can be received into the recipient's mobile money wallet.
  • Cardless ATM Withdrawal - Money can be withdrawn from an ATM using a code sent via sms to the recipient's mobile phone. No card required.
  • Prepaid Debit Cards - Money can be received into a prepaid virtual Visa or MasterCard account. Recipient's virtual prepaid account will be set up automatically. No bank required.
  • Bill Payment - Money can be received as online payments for bills or invoices to 3rd party companies.

Mobile airtime top-ups are normally applied to the receiving phone number instantly. Occasionally, there may be small delays due to congestion on the local mobile network.

If you have any inquiries relating to delays in our mobile top up service, please contact our customer services team.

When sending an airtime top-up, you will be asked to enter the recipient's phone number twice in order to ensure that airtime is not sent to a wrong mobile number. If have entered the wrong number twice, the transaction will be initiated and there is no way to reverse the transaction and reclaim the airtime top-up.

Please confirm that you have the right number for your beneficiary before using the service.

Transactions using our bill payment platform are processed instantly with your biller receiving your payment in a few seconds. We will keep you informed via email at each stage of your transaction. You will receive a transaction confirmation as soon as we can confirm that your biller has received your money.

If you have any inquiries relating to delays in our bill payment service, please contact our customer services team.

CapeRemit uses bank grade security systems and data encryption to protect you and guard against any unauthorized transactions and access to your personal or financial information. All of your financial information is encrypted, stored and protected on secure servers. We use 128/256-bit data security encryption certified by Comodo.

Our systems are inspected and certified by industry leading security experts in order to ensure that we are meeting or exceeding industry standards and best practices. The green bar on the address bar of your web browser shows that our encryption systems are working and active.

CapeRemit is registered by the Financial Conduct Authority (FCA) in the United Kingdom under the Payment Service Regulations 2009 as a Small Payment Institution with reference 724684.

We are also registered by Her Majesty's Revenue and Customs as a money service business with certificate number 12845190.

If a payment is cancelled or unsuccessful for any reason, the payment will be returned in full to your card or bank account.

We do not share your Personal Data with third parties (other than partners in connection with their services to CapeRemit) except where you have given your consent.

CapeRemit is committed to protecting your privacy and we understand the importance of information privacy to our customers. We are registered with the Information Commissioner’s Office (ICO) in the UK as a data controller with reference number; ZA154064. The ICO is the UK’s independent authority set up to uphold information rights.

Information relating to the way we handle your personal information is presented in our Privacy Policy.

Your CapeRemit account has most likely been blocked because we have been unable to confirm your identity. We can unblock it fairly quickly by verifying that you’re the account holder.

Please contact our customer services team and we'll sort it out for you.

There are two most likely reasons why your debit or credit card may have been rejected when making a transfer with CapeRemit;

  1. You're using a card registered in a different country from your registered country on your CapeRemit account. Unfortunately, we are unable to accept payments using debit card or credit cards issued in a different country from the country you registered with on your CapeRemit account.
  2. Your bank has blocked the transaction for security reasons. Banks sometimes block transactions for security reasons, particularly if it’s an unexpected payment, as they may suspect the card has been stolen and is being used fraudulently. If your transaction is blocked, please contact your bank to authorise the payment.

Please note that we accept only debit or credit cards that have been enrolled on the Verified by Visa or MasterCard Secure Code card protection schemes. This is to protect your card against unauthorised use and to give you peace of mind when shopping with us.