1
Where can I send money?
You can send money to 12 countries in Asia, North America, Europe and Oceania.
1. Asia: Vietnam, China, Philippines, Nepal, Cambodia, Indonesia, Singapore, Malaysia
2. North America: USA, Canada
3. Europe: United Kingdom
4. Oceania: Australia
We are getting ready to support more countries soon. If you want your country to be supported soon, please send an email to
[email protected]
2
Which methods can I use to send and receive money?
You can send and receive money in various ways depending on the country.
1. Bank Transfers: Cambodia, Indonesia, Nepal, Philippines, Vietnam, USA, United Kingdom, Canada, Australia. Malaysia, Singapore
2. Cash Pickup: Cambodia, Indonesia, Nepal, Philippines
3. Mobile Wallet: Philippines, Indonesia, Vietnam
4. Union Pay (ThriftRemit, EasyRemit): China
5. ATM Card: Vietnam
6. Alipay: China
3
How to remit using cash pickup?
Requesting a remittance through cash pickup uses the same process as the existing procedure.
However, after you have made a remittance request for cash pickup, a tracking number will be delivered to the sender's mobile phone through SMS.
The receiver will also receive an SMS message with the tracking number provided.
The receiver needs to present the tracking number to the cash pickup teller.
Depending on country, claiming methods can differ. Please see the detailed info below:
- Cambodia : [WING Agent] Tracking Number(8 digits), Receiver/Beneficiary Phone Number / [ABA BANK, ACLEDA BANK] Tracking Number(11 digits), Receiver/Beneficiary ID
- Indonesia : Tracking Number, Receiver/Beneficiary ID
- Nepal : Tracking Number, Receiver/Beneficiary ID
- Philippines : Tracking Number, Receiver/Beneficiary ID, Amount, Sender's Name
[Important Reminders]
* In the Philippines, recipients must be over the age of 15 to be eligible for claiming cash pickup remittances.
* Philippines: Henri Lhuillier may impose additional cash-out fee.
* For Nepal cash pickup transactions, only the transactions below 100,000 NPR can be claimed in cash. Transactions above 100,000 NPR will be claimed as cheque.
4
What is Bills Payment?
Bills Payment is a service that lets you pay bills to the relevant local business (institutions) such as electricity, telecommunications, education, etc.
Paying bills through Bills Payment uses the same process as the existing procedure.
However, please be sure to double check the type of identification information (Unique Identifying Number) according to the name of the business (institution) before you pay your bills.
5
What is Mobile Wallet?
Mobile wallet is an electronic payment service, and a relatively new payment method for mobile phone users.
Mobile wallet users can perform many transactions, such as shopping, paying bills, and many more without having to use cash.
6
What is ThriftRemit, EasyRemit, Alipay and WeChat Pay?
ThriftRemit is like a normal bank transfer remittance, but the transaction fee is fixed regardless of the remittance amount.
However, in order for the recipients to receive the money for each card, their identity must be verified by presenting an ID for the first few transactions (after verifications, no ID is needed to receive the money).
After the remittance has been requested, recipients will receive the web link on their phone where they can verify their identity. It is highly recommended to verify before remitting by directly going to the link below:
> Recipient Identity Verification
EasyRemit is a simple remittance service that allows the recipient to receive money through a UnionPay card number without having to authenticate. However, transaction fee differs depending on the remittance amount.
For customers who will send money to the same recipients for multiple times, we recommend using ThriftRemit. For customers who will send money for just once, we recommend using EasyRemit.
Alipay remittance is a service that allows you to transfer money by entering only the recipient's name and Alipay ID. To use this service, the recipient must designate a receiving bank card through the Alipay app before applying for remittance. If not designated within 24 hours, the remittance will be automatically cancelled.
WeChat Pay remittance is a service that allows you to transfer money by entering only the recipient's name and the phone number linked to WeChat. To use this service, the recipient must register their information on WeiHuiKuan (Mini Program) before applying for the remittance. If the registration is not completed within 48 hours, the remittance will be automatically cancelled. The sender must be between 16 to 74 years old, and only Chinese nationals are eligible to receive a remittance.
7
What is the auto-debit and the manual Deposit?
[Auto-debit]
When sending money, the remittance and service charges are automatically withdrawn from your bank account, and the amount of money withdrawn will be sent to the recipient. (Accounts can only be added or deleted.)
[Manual Deposit]
After you fill-out the remittance from, you can use bank transfer methods such as ATM, Internet banking, etc., and deposit the remittance and fee to your virtual account. (You can only change your account.)
However, the daily amount limit for auto-debit service is 10 million, including all the amount sent using other banks and financial services that utilize the Open Banking System. The daily limit does not apply to remittances sent via virtual account.
For example, if you sent 5 million won overseas using SBI Cosmoney's auto-debit service, your daily limit for transactions using other banks and financial services utilizing Open Baking system is 5 million won.
However, even if you use SBI Cosmoney's auto-debit service, the transfer limit of your bankapp will not be affected unless you transfer using the Open Banking services of your bank.
8
How much is the remittance limit?
Remittance limits are USD 5,000 per transaction, and USD 50,000 annually.
You can check your annual remittance limit on [My Page] section.
The legal annual remittance limit is accumulated and calculated regardless of the remittance country.
Amount limit per transaction may vary by country. For more information, please refer to “Remittance Limit & Transaction Fee” page.
> See details
9
What is Auto-debit?
Open Banking is a remittance and financial settlement system that provides services to banks and fintech companies in a standardized system. The introduction of this system was aimedto help fintech companies to conveniently develop financial services.
Through open banking, you can automatically send remittances using SBI Cosmoney using your bank accounts.
1
How to Sign Up?
Click the [Sign Up] button to proceed to the sign up page.
Enter your email and password, and then verify your phone to complete your registration.
2
Phone number verification
If you enter all the information on the phone verification screen correctly, you will be redirected to SMS verification.
When you click the [Request Code] button, the verification code will be sent to the phone number you entered. After entering the verification code on the screen, phone verification will be completed.
Phone verifications can only be completed using a mobile number under your name.
If you entered incorrect information, it will be difficult to proceed to Personal ID Card and Bank Account verifications. In this case, you need to provide accurate phone number and proceed with the verification process.
3
I can't receive SMS notifications.
If you are not receiving SMS notifications, please check the following. If the problem persists, please contact the customer service.
- If you're applied for SMS spam filtering, please cancel it by calling 1800-5344
- If you have a spam filtering app, please consider deleting it
- If you are using a prepaid sim without balance, please consider topping up
- If you change your phone number, please contact the customer service center.
4
Verification of personal identification
[You can verify your ID by clicking [Your name] at the top right corner of the homepage.
Your identity will be verified by uploading a photo of your Korean National Identity Card, Alien Registration Card, Korean Driver's License, or Passport. ID photo will be evalauted and approved within 6 business hours)
Verification may be declined for any of the following reasons, in which case you will need to repeat the process:
- If the ID photo is blurry and the information on the ID card can not be seen properly.
- If the ID photo and the member information do not match
- If the ID photo uploaded does not match the criteria set by SBI Cosmomey
- If you chose a certain ID verification type but uploaded a different ID
- If you are a minor (under age 14)
5
Bank account verification
Go to [Verification Center] to verify your bank account.
- After entering the bank account information under your name
- and the ID you submitted when making the bank account, click [Next] button and you will be redirected
- to 1 won verification page. After clicking [Request Verification Code]
- 1 won will be sent to your bank account. Sender's name will be [3-digit code+SBICM].
- You can check it by using internet banking, mobile banking, or by updating your passbook.
- Please enter the 3-digit code before SBICM.
For foreigners with Korean financial accounts:
SIf the name you registered on our system does not match with your account name, please upload a copy of your bank book.
You can request again for account verification and will be processed within 6 business hours.
6
I didn't receive 1 KRW in my account.
You cannot receive the code (1KRW) while the bank is having a system maintenance or when SBI Cosmoney's systems are undergoing system upgrade or maintenance.
You should retry after the maintenance period is over.
7
What is my registered bank account?
Your registered bank account is the account you verified at the time of registration (1 won verification).
You can only deposit using your registered bank account.
If you wish to change your bank account, please proceed to [My Page] or [Verification Center].
8
How to register an auto-account?
1st Step. Enter your mobile phone information and request for the verification code. Enter the authentication number received on the screen.
2nd Step. Enter bank account information under your name.
3rd Step. Receive automated call verification from from 1577-5500. Listen carefully to the automated assistant, and enter your 6-digit birth date (ex. 900101) after hearing the beep sound.
4th Step. After the call ended, enter your email address to the space provided and the auto-debit account registration will be completed.
9
How many auto-debit accounts can I register?
You can register unlimited number of bank accounts under your name.
10
How to use 2-step verification using Google OTP?
In addition to entering your existing password, you can use 2-step verification with Google OTP (Authenticator).
We recommend using Google OTP for a more secure experience.
How to install?
1.Download the "Google OTP (Authenticator)" app from the Apple App Store and Google Play Store.
2. For Android users, download Google OTP from the PlayStore. For iOS users, download Google Authenticator from the AppStore.
3. Click on [your name] at the upper right corner of the homepage and click the [Use] button in the [Google OTP] menu.
4. To verify your identity, a QR code will be issued after SMS verification is completed.
1
How to send money?
Remittance Process.
- Click the [Transfer] button and click the country where you want to send money.
- Enter the amount, sender information, and recipient information.
- After checking the transfer request information, click [Next] to select the transfer account and method.
- When you select the Auto-debit option, the transfer amount and fee will be automatically withdrawn from your account, and will be deposited to the recipient.
- When you select the Manual Deposit (Virtual Account) option, you need to manually deposit the amount and fee to the virtual account of Gwangju Bank within 1 hour. Upon completion of the deposit, the remittance amount will be deposited to the recipient.
*When sending money, remittance review may take place if necessary.
2
What are the required information in making a remittance request?
[Sender Information]
- Address
- Detailed Address
- Occupation
- Reason for transfer
- Source of funds
- Relationship with receiver/beneficiary
[Recipient information]
- Last Name
- First Name
- Address
- Nationality
- Phone number
[If sending through a bank transfer]
- Bank Name
- Bank Account Number
- Bank Code (for select countries)
- Account Type (applicable to USA)
- Remittance Type (applicable to Singapore)
[If sending through cash pickup center]
- Pickup Center
[If sending through Mobile Wallet]
- Phone number
[If sending through ThriftRemit]
- Bank Name
- Card Number
[If sending through EasyRemit]
- Bank Name
- Card Number
[If sending through Alipay Remittances]
- Alipay ID
3
Do I need to provide my ATM card number?
For Vietnam, bank account number and/or ATM card number is needed to make a remittance transaction.
4
Why I cant type in the space provided for the address?
You have to type the address using English alphabet.
Korean and other language characters cannot be entered.
If you don't know your address in English, please check using http://www.koreapost.go.kr/ Click (Search PostCode) 우편번호검색 > Enter your address in Korean > Click (View in English) 영문보기.
5
Is the transaction fee included in the advertised rate?
The transaction fee is not included in the advertised rates. We excluded the transaction fee for the customers to see the real exchange rate.
6
I can't deposit to my virtual account.
There are 5 scenarios where deposit to the virtual account is unavailable.
Please check one of the situations below:.
- If you are using another bank account rather than the bank account you registered with SBI Cosmoney
- If the amount your are trying to deposit is different from the amount you need to deposit
- If you are trying to deposit while banks are having their routine system maintenance
- Everyday: 23:30~01:00, Every second sunday of the month 00:00~06:00
Please try making a deposit between 06:00 ~ 23:00 - [Deposits may be difficult during these hours: Everyday 01:00-06:00]
Banks usually have their system maintenance during these hours, 06:00-23:30.
- If you entered an incorrect virtual account, ofr if you entered other virtual account not in your name
- Check if you you deposited over 1 million won in a span of 30 minutes
- Some ATMs require an interval of 30 minutes before you can deposit an amount over 1 million won.
7
My remittance request was declined.
There are various reasons why a remittance is declined.
he most common reason is incorrect information entered, or if a sender mistakenly entered and mixed Korean characters and English alphabet, or special characters.
Please enter all the information according to the guide provided.
8
I have a question about the refund policy.
In the event of a refund due to a customer's mistake or entering incorrect remittance information, only the remittance amount will be refunded. Transfer fee and any costs incurred in the return process will not be refunded.
If the transfer is completed to a third-party beneficiary, it will go through a separate request for refund. The refund process may take at least 4 to 8 weeks, and a refund may not be guaranteed depending on the partner bank's circumstances.
9
When can the recipients/beneficiaries claim the remittance?
Remittance times vary by country and may vary depending on network error or local partner circumstances.
- Vietnam
- Bank Transfers :
- AGRI BANK : Minimum of 2 minutes~ (including weekends and holidays / based on partner's businees hours)
- Vietcombank : Minimum of 2 minutes~ (including weekends and holidays). In case the account is of a foreign name, you will receive it in 1 business day. (based on partner's businees hours)
- Other Banks : Minimum of 2 minutes~ (including weekends and holidays)
※ Remittances outside business hours may be delayed.
- ATM Card :
Minimum of 2 minutes~ (including weekends and holidays)
※ Remittances outside business hours may be delayed.
- Mobile Wallet :
Within 15 minutes (including weekends and holidays)
※ Remittances outside business hours may be delayed.
- China
- Thrift Remit :
- 30 minutes: if processed from 9:00 am - 11:00 pm
- Receive at 9:30 am the following day: if processed from 11:00 pm to 9:00 am
※ including weekends and holidays / Some remittances may be delayed due to network error or local circumstances.
- Easy Remit :
- 30 minutes: if processed from 9:00 am - 11:00 pm
- Receive at 9:30 am the following day: if processed from 11:00 pm to 9:00 am
※ including weekends and holidays / Some remittances may be delayed due to network error or local circumstances.
- Alipay Remittance :
- Receive in 15 minutes after deposit
※ Some remittances may be delayed due to network error or local circumstances.
- WeChat Pay Remittance :
- Receive in 15 minutes after deposit
※ Some remittances may be delayed due to network error or local circumstances.
- Philippines
- Cash Pickup : Within 15 minutes (Claim within partner's business hours)
- Mobile Wallet : Receive in 10~15 minutes after deposit (Some remittances may be delayed due to network error or local circumstances)
- Bank Transfers :
[RapidSend]
- BDO Unibank, Bank of Philippine Island (BPI), BPI Family, Metrobank, PNB: Receive in 10 minutes (including weekends and holidays)
[QuickSend]
- Under PHP 50,000: Receive in under 10 minutes - 1 hour (including weekends and holidays) / - Above PHP 50,000: Within 1 to 2 banking days
- Asia United Bank, Bank of Commerce, China Bank, China Bank Savings, Chinatrust Bank (CTBC), Development Bank of Philippines (DBP), East West Bank, Equicom Savings Bank, Malayan Bank, Maybank Philippines, Partner Rural Bank (COTABATO) INC, Philippine Bank of Communications (PBCOM), Phil Business Bank, Philippine Veterans Bank, Philtrust Bank, Philippine Saving Bank (PS Bank), Rizal Commercial Banking Corporation Savings Bank (RCBC), Security Bank, Sterling Bank of Asia, Sun Savings Bank Inc, Yuanta Saving Bank Phils Inc (FKA TongYang), Union Bank of the Philippines, United Coconut Planters Bank (UCPB)
[Standard]
- Other Banks (Landbank included): Within 1 to 2 banking days
- Crediting Time: 3PM~11PM
- Nepal
- Bank Transfers : Within 5 minutes to 1 hour (weekends and holidays included)
- Cash Pickup : Within 5 minutes (pick up available during local pick up center business hours)
- Cambodia
- WING: Within 5 minutes to 1 hour (weekends and holidays included)
- Bank account transfer:
- -Express Remittance : Within 5 minutes to 1 hour (including weekends and holidays)
- -Standard Remittance : Within 1 day of local bank transfer time
- Cash Pickup : Within 10 minutes (pick up available during local pick up center business hours)
- Indonesia
- Bank Transfers : 5 minutes to 1 hour (including weekends and holidays)
- Mobile Wallet : Within 10 minutes (including weekends and holidays)
- USA
- Bank Transfers : Within 1 to 2 days (based on local banking hours)
- Canada
- Bank Transfers : Within 1 to 2 days (based on local banking hours)
- Australia
- Bank Transfers : Within 1 to 2 days (based on local banking hours)
- UK
- Bank Transfers : Within 5 hours (based on local banking hours)
- Singapore
- Bank Transfers : Within 5 hours (weekends and holidays included)
- Malaysia
- Bank Transfers : Within 5 minutes to 1 day (weekends and holidays included)
10
Do recipients need to present an ID when claiming the money?
Yes, for cash pickup and some banks, recipients need to present a valid ID. Some only require a phone number and tracking number.
11
What are the consequences if if I entered a wrong account number and it was credited to another person’s account?
[Philippine]
The banking system in the Philippines does not require name validation. If the entered account number is a valid account number, there is a high chance that it will be deposited to that account regardless of the account holder. Please make sure to double check the account number and other essential information before sending a remittance. A refund may or may not be processed following a best-effort approach.
12
Who is eliglible to receive money for remittances to China?
Remittance service to China is only available to Chinese nationals (recipients).
This is in accordance to Chinese internal laws.
13
Where can I check the tracking number?
Cash pickup tracking number will be sent to the sender's SMS after completing the transfer request through Auto-Debit or Manual Deposit.
Also, you can check it under [Transaction History].
14
Is there a fee when claiming cash pickup transactions?
Some Palawan Express branches in Philippines may require a claiming fee. Please see the details below.
| Branch Name |
Address |
Fee |
| 1 |
Gacott Pera Padala
|
Caab St., Cambian, Poblacion, Agutaya, Palawan
|
Up to 0.5% of the amount |
| 2 |
Calandangan Pera Padala - Araceli Calandangan
|
Tudela (Calandangan), Araceli, Palawan
|
| 3 |
Mirales Pera Padala
|
Manamoc, Cuyo, Palawan
|
| 4 |
Pinoy Express Pera Padala
|
Sta. Rita, Dumaran, Palawan
|
| 5 |
SNJ Express
|
Nap Road, Poblacion (Centro), Araceli, Palawan
|
| 6 |
Gate Bill Money Remittance
|
Aidz Store, San Fernando, El Nido, Palawan
|
| 7 |
Island Money Transfer
|
Nangalao, Linapacan, Palawan
|
| 8 |
Jaliao Pera Padala Center
|
San Miguel, Poblacion, Linapacan, Palawan
|
| 9 |
LK’s Express Pera Padala
|
Covento, Cagayancillo, Palawan
|
| 10 |
NMB Money Transfer - Sanga-Sanga
|
Sanga-Sanga, Tawi-Tawi
|
| 11 |
NMB Money Transfer - Bongao
|
Poblacion, Bongao, Tawi-Tawi
|
| 12 |
NMB Money Transfer - Bancalaan |
Bancalaan, Balabac, Palawan
|
Up to 1% of the amount |
| 13 |
NMB Money Transfer - Tandubas |
Ungos Matata, Silandup, Tandubas, Tawi-Tawi |
| 14 |
NMB Money Transfer - Marabon |
Marabon, Bancalaan, Balabac, Palawan |
| 15 |
NMB Money Transfer - Mangsee
|
Mangsee, Balabac, Palawan
|
| 16 |
NMB Money Transfer - Green Island |
Green Island, Tumarbong, Roxas, Palawan |
| 17 |
NMB Money Transfer - Pangutaran
|
Poblacion Simbahan, Pangutaran, Sulu
|
| 18 |
NMB Money Transfer - Siasi
|
North Laud, Siasi, Sulu
|
| 19 |
NMB Money Transfer - Panglima Sugala
|
Malacca, Panglima Sugala, Tawi-Tawi
|
| 20 |
NMB Money Transfer - Sapa-Sapa
|
Sapa-Sapa, Tawi-Tawi
|
| 21 |
NMB Money Transfer - Simunul
|
Sukah Bulan, Simunul, Tawi-Tawi
|
| 22 |
NMB Money Transfer - South Ubian
|
Tampakan Dampong, South Ubian, Tawi-Tawi
|
| 23 |
NMB Money Transfer - Mapun
|
Liyubud, Mapun, Tawi-Tawi
|
| 24 |
NMB Money Transfer - Mapun-Liyubud
|
Liyubud, Mapun, Tawi-Tawi
|
| 25 |
NMB Money Transfer - Sibutu
|
Sheik Makdum, Tandu Banak, Sibutu, Tawi-Tawi
|
| 26 |
NMB Money Transfer - Sibutu 2
|
Hji Bidin, Poblacion, Sibutu, Tawi-Tawi
|
| 27 |
NMB Money Transfer - Sitangkai
|
Poblacion, Sitangkai, Tawi-Tawi
|
| 28 |
NMB Money Transfer - Bengkol
|
Bengkol, South Ubian, Tawi-Tawi
|
| 29 |
NMB Money Transfer - Laminusa
|
Tengah-Laminusa, Siasi, Sulu
|
|
30
|
NMB Money Transfer - Taganak
|
Dambila, Poblacion, Tawi-Tawi
|
15
I am curious about the transaction limit / fee.
Detailed information regarding transaction limits and fees can be found on Remittance Limit & Transaction Fee page.
> Proceed
Terms may change according to various internal and local partner's circumstances.
16
Can I send money to the recipient's corporate account?
You can send money to some countries. This is a list of countries that can be send to the recipient's corporate account.
1. Philippines(BDO, BPI and PNB bank only)
However, this may change depending on the policies of the partner or the local country.
17
What is Bank Code?
Remittance to select countries require a Receiving Bank Code to process the remittance.
Please check the information below:
1. USA: Routing Number (= ABA Routing Number) 9-digits
2. Canada: EFT Routing Number 9-digits (= Number'0' + 3 Digit Bank Code + 5 Digit Branch Code)
3. Australia: BSB Code (6-digits)
4. United Kingdom: IBAN Code (22-digits)
18
What is considered as prohibited or restricted remittances?
All transaction types regulated by the Financial Action Task Force (FATF) and the Korea Financial Intelligence Unit (KOFIU) anti-money laundering (AML) regulations, and transactions related to the countries with global sanctions are regulated.
As a financial institution, we are taking the necessary steps to monitor, restrict, and report transactions deemed to be of violation to Anti-Money Laundering (AML) regulations, in which case the remittance may be delayed or canceled, or additional information may be required.
Remittances bound to the United States, Canada, Australia, the United Kingdom, Singapore and Malaysia may be refused or restricted if the recipient, or the nature of the funds is deemed to be of:
1. Gambling or gaming (including online and offline, excluding video games)
2. Adult industry
3. Arms and ammunition
4. Non-profit organisations
5 .Charities or charitable funds / institutions
6. Trusts
19
What is the limit for processing remittances through Virtual Account (Manual Deposit)?
Deposits through virtual accounts will be limited in accordance with Kwangju Bank's voice phishing and financial regulations.
1. You can deposit up to 2 times a day using your virtual account.
The limit on the number of times is only counted when a normal deposit to the virtual account is made.
If the deposit has failed, it will not be counted.
However, if a remittance transaction has been rejected for whatever reasons after a successful virtual account deposit, the deposit will be counted as one time due to a successful deposit to the virtual account.
*. The number of deposits will be reset every day at 12:00 midnight.
2. You can deposit up to 24 million won in two months into a virtual account.
The two-month unit is calculated as January/February, March/April, May/June, July/August, September/October, November/December.
Ex) If you processed 20 million won in July, the balance that can be deposited throughout August is only 4 million won.
*. Deposit limit will reset on the 1st day of odd month (ex. January, March)
20
What is the remittance review status?
When sending money, remittance review may take place if necessary.
Remittance review is a required procedure to prevent financial fraud and illegal foreign exchange transactions. It is put up for safer financial transactions.
If your remittance is under review, SBI Cosmoney has the right to ask for additional information or may ask you to submit additional documents.
21
Why is the TOTAL BALANCE different from AVAILABLE BALANCE?
ㆍWhen depositing a cashier's check from a different bank
- Withdrawal can be done after the bank clears the check one banking day after depositing
ㆍWhen a overseas payment is made via card
ㆍWhen an account is being limited from financial transactions
ㆍWhen the transfer limit amount is low
ㆍWhen the account is seized
ㆍWhen a loan is made on the same day of inquiry
22
Why is KYC verification necessary when sending money to a Vietnam Mobile Wallet?
KYC (Know Your Customer) is a verification process wherein the customer's identity, including ID, address, and face are validated.
Recipients who undergo KYC verification through the mobile wallet provider can receive higher transfer limits than those who do not undergo the process.
For MOMO, KYC verification is mandatory to be able to receive remittance from overseas.
The receivable limit may vary depending on the KYC verification status of the recipient and on the recipient's mobile wallet provider. Thus, it is best to double check with the recipient first before making a remittance.
Commonly, recipients who have not done KYC verification can only receive amounts below 50,000 VND.
These limits may change based on adjustments on the company policy.
23
Is it necessary to check the recipient's card level when using Smart and Easy Remit?
YES! Because every card level has a set remittance limit.
Please check the recipient's card level with the bank where the account is held for a more convenient remittance experience.
- Level 1: NO remittance limit
- Level 2: Limit is at 10,000 yuan per day
If you attempt to remit more than 10,000 yuan to a Level 2 card, remittance will not be possible.
In this case, please contact our customer service to change to another card or request cancellation.
* Refunds due to Level 2 card issues may take up to 4 weeks!
1
I forgot my account details.
If you forgot your account details (e-mail or phone number) used when you sign up, please contact our Customer Service.
1800-5344,
[email protected]
2
I forgot my password
1. Click the [Login] button to proceed to Login Page.
2. [Forgot your Password?] To retrieve your password, click the [Forgot your Password?] button and enter your registered phone number or email.
3. You need to enter the 6-digit verification code that you received on your phone number or email to change your password.
3
How to edit my information?
[WEB]
After logging in, you can edit your mobile phone number, password and bank account from the "My Page" menu on the top right of the website.
[APP]
After logging in, you can edit your mobile phone number, password, and bank account from the "My Page" menu at the bottom.
If you want to modify other personal information, please contact our Customer Senter for assistance. 1800-5344,
[email protected]
You must use correct personal information in order to use the remittance service.
4
I forgot my app passcode.
If you forgot your app passcode, you can delete the app and install again. After re-installation, you can make another passcode after logging in.
5
I want to delete my account.
Membership withdrawal can be processed through the following channels.
*Web: Login > MyPage > Membership Withdrawal button
*App: Login > MyPage > Account > Membership Withdrawal button
The withdrawal procedure is as follows.
- Check the Terms and Conditions
- Select reason for withdrawal
- Password authentication
Membership withdrawal is prohibited in the following cases:
- If there is a remittance in progress (you can check it in the transaction history)
- In case the refund is not completed (Contact Customer Service)
6
Your membership has been cancelled.
Members can only use one ID per person.
This is necessary to manage the annual remittance limit per person according to the law.
If you register again and your account has been duplicated, all accounts except the recently registered one will be automatically withdrawn.
7
Who falls in the "dormant member" category?
A dormant member is a member who has been inactive for more than one year in accordance with the Information and Communications Network Act. We will inform you 30 days before the account deactivation, and you can continue to use our services if you log in and within 30-day grace period.
Deactivated member's account information will be safely managed and stored separately, and can be activated again when logging in to the website or app.
8
How to use points?
1 point is equivalent to 1 won. You can use it for transaction fee.
9
How to use coupon codes?
- Coupon registration on web/mobile web: Login > Click [Name] > My page > Point/Coupon > Enter coupon code.
- Coupon registration on mobile app: Login > My page > My point & coupon > Enter coupon code.
1
What are your business hours?
Remittance services through app and web is available 24 hours / 7 days a week.
Customer Service Operating Hours and Country Hotlines are as follows:
[Customer Service Operating Hours and Country Hotlines]
1. Head Office
· Weekdays (Mon-Fri) 09:00 AM to 6:00 PM (Lunch Break 12:30 PM to 1:30 PM)
· Weekends (Sat-Sun) 10:00 AM to 7:00 PM (Lunch Break 01:00 PM to 02:00 PM)
- Hotline(Korean, English) : 1800-5344
- Philippines: 070-5208-1667, 070-5208-3454, 070-5208-1378
- Vietnam: 070-5208-3451, 070-5208-1376
- Cambodia: 070-5208-1375
- Indonesia: 070-5208-1489
- Nepal: 070-5208-1482
- China: 010-4493-5344(*Consultation is only available in Korean/English on weekends.)
2. Local Call Center (same call rates as Korea)
- Philippines (Weekdays: 10:00 ~ 22:00, Weekends: 10:00 ~ 19:00): 070-5208-3453
- Vietnam (Weekdays: 09:00 ~ 22:00, Weekends: 10:00 ~ 19:00): 070-5208-0074, 070-5208-0797, 070-5208-3455
- Cambodia (Weekdays: 10:00 ~ 21:00, Weekends: 10:00 ~ 21:00): 070-5208-1664
- Nepal (Weekdays: 11:15 ~ 23:15, Weekends 10:15 ~ 23:15): 070-5208-3456, 070-5208-3457
3. Gimhae Branch
· Weekdays and Weekends (Monday to Sunday) 10:30 AM to 7:30 PM
- Hotline: 1522-3231
2
When is server maintenance period?
Everyday at 23:30 ~ 01:00 / Every second sunday of the month 00:00 ~ 06:00
