FAQs


How does Flitwire work?

In order to make use of this service, please follow the steps outlined below;

  • Sign up for free by clicking the sign-up icon at the bottom of the screen.

  • Complete the form with your personal information.

  • Confirm account by clicking link sent to registered email or registered phone number.

I cannot upload my ID and photo for KYC requirement

As a reporting entity, Flitwire is required to identify clients when performing certain types of transactions. We will contact you when we are required to identify you.

The file size for each upload should be a maximum of 2MB.

Due to high resolution smart phones, ordinary pictures might exceed this file size requirement. Therefore, to achieve the recommended file size or less, we advise users to “screen grab” the picture of the ID and/or “selfie”, which considerably reduces the size of your file making it easier to upload under your KYC tab for approval.

I did not receive a confirmation email after registration

After registration on Flitwire website, please check if your confirmation email was delivered to your spam or junk folder. Some email services have enhanced security features that divert some confirmation emails to these folders. On receiving these emails, please tick off the options to move the email to your inbox to continue receiving uninterrupted emails from Flitwire delivered directly to your inbox.

How do I upload evidence of INTERAC e-Transfer

After submitting an exchange request, it is important to upload an evidence of the transfer to assist Flitwire process your request in a timely manner. However, this is not a mandatory step. To locate the placeholder to upload the evidence of a transfer while using your mobile device, you would be required to scroll down to the transaction history page and locate your recent exchange request. Afterwards, swipe to the left in order to reveal the column titled “proof” where a count down timer is displayed on a placeholder. This is where you may upload your evidence of INTERAC e-Transfer.

I have made an INTERAC e-Transfer and I have not received instant credit from Flitwire

The Flitwire exchange platform is designed to instantly credit beneficiaries after confirmation of INTERAC e-Transfer deposit into Flitwire’s business account. Due to the operations of INTERAC being a third-party service, there may be some slight delays in receipt of transfers which presents an out of control situation for Flitwire as an entity. Flitwire would do its best to support its clients in ensuring they get instant credits for their exchanges. However, it is the user’s responsibility to follow up with their banks in circumstances where INTERAC e-Transfers may delay due to technical reasons.

What is the Flitwire Wallet?

The flitwire Wallet is a digital wallet that allows you to easily store, send, or receive money. Much like a physical wallet, this digital wallet gives you even more features and security.

You can use the Wallet just as a virtual account for yourself, or to send money to other people who are either local to you or who live around the World.

How fast can I exchange money with Flitwire?

Equivalent funds in the desired currency is deposited instantly into your beneficiary account or Flitwire wallet, subsequent to confirmation of INTERAC e-Transfer to Flitwire Inc business account.

How can I update my profile information?

In order to update profile information on your Flitwire account, kindly send a message using the message center on your account or Contact us.

How can I cancel my exchange request?

You can cancel most exchange request, as long as your beneficiary or Flitwire wallet has not received the exchange equivalent. For help with how to cancel, send us a message through the contact us form on the website or message centre on your flitwire account.

How much does Flitwire cost?

Our goal is to offer competitive exchange rates and amazing service. The rate you see when you start your exchange is the real rate you’ll pay for your request. However, note that your bank might charge an additional fee for the INTERAC e-transfer made from your local bank.

Why hasn’t my Flitwire Wallet been credited.

If you’ve initiated an exchange and sent money to Flitwire’s account via INTERAC e-Transfer, and your Flitwire wallet hasn’t been credited yet, double check that you’ve followed all of the below steps:

  • Make sure that you sent an INTERAC e-transfer to our correct email which is deposit@flitwire.com

  • Confirm you have attached an evidence/screenshot of the successful transfer.

How can I pay for my CAD transfer to Flitwire’s account?

The payment options for transfers are limited to what is available from the country where the transfer is originated from. For now, Flitwire accepts payments via INTERAC e-Transfers to our email deposit@flitwire.com

Where can I send money to?

Flitwire allows you send money around the globe. We are constantly updating our system to make our systems available in more countries. Our services are currently available in the following countries.

  • Nigeria

  • Ghana

  • Tanzania

  • Zambia

  • Rwanda

Why does Flitwire need to verify me?

As a financially regulated company we are required by law to verify all our customers.

The type and time of verification is dependent on the requested amount for exchange. Usually, we will only be required to check your name and verify the existence of an individual/entity. However, in other circumstances, we are obligated by the authorities to request for additional information to comply with our regulatory obligations.

We will contact you if we require anything from you, so please ensure you check your emails regularly after you’ve created your transfer.

Your information and/or documents are securely stored on our servers. We only use these when we are completing our Know Your Customer (KYC) checks and in line with our privacy policy agreement.

What is the maximum amount I can send using Flitwire's service?

Clients are encouraged to transact freely with Flitwire. However, as a Reporting Entity (RE), we are required by law to identify clients that transmit $1,000 through EFT or exchange $3,000 or more Flitwire platform.

In certain situations where we required more information as regards purpose of exchange, we may request more information pertaining to your exchange transaction. Please be informed that we are PIPEDA (Personal information Protection and Electronic documents Act) compliant and handle your information in line with our privacy policy.

How do I change my personal information?

Your personal details on your Flitwire account must be your full legal details.

If you have made a mistake when registering (for example you may have misspelled your name), please contact customer service who will be able to help. You can find also make a service request here.

What is 2 Factor Authentication?

Two-factor authentication (2FA) is a security feature we’ve added to your account to make it more difficult for someone else to make a withdrawal from your Flitwire wallet.

2FA combines something you know (your password) with something you have in your possession (your phone). When you sign in to Flitwire with your password, we’ll confirm that it’s you by sending a verification code to your phone.

How do I change the password on my account?

If you have forgotten your account password for the website, please follow the steps below;

  • Navigate to; https://www.flitwire.com/

  • Click ‘Login’

  • Click ‘Forgot your Password?’

  • Enter your e-mail address and click ‘Send’

  • Check your e-mail account for the e-mail from us. This will include a link to click.

  • Click the link, and you will be guided through the process of setting up a new password.