Welcome to Nec Pay App’s Frequently Asked Questions (FAQ) section.
Here, we aim to address common queries about our services. If you have any other questions not covered here, please get in touch with our customer support team for further assistance.

App Troubleshooting

The app is not working. What should I do?
  • Check Internet Connection: Ensure a stable internet connection.
  • Update the App: Make sure you're using the latest version.
  • Restart the App: Close and reopen the app.
  • Reinstall the App: Uninstall and reinstall if issues continue.
  • Contact Customer Support: Reach out to NEC PAY's support for further assistance.
  • Check Spam/Junk Folders: Verification emails might be filtered.
  • Ensure Correct Contact Information: Verify your email and phone number in the app.
  • Disable Do Not Disturb: Ensure your device's "Do Not Disturb" mode is off.
  • Contact Customer Support: If issues persist, contact NEC PAY's support.
  • For Android Devices:
  • Open the Google Play Store.
  • Tap on the three horizontal lines (menu) in the top-left corner.
  • Select "My apps & games".
  • Find the NEC PAY app and tap "Update" if available.
  • For iOS Devices
  • Open the App Store.
  • Tap on your profile icon in the top-right corner.
  • Scroll to see if the NEC PAY app has an available update.
  • Tap "Update" next to the app if available.
  • Restart the app.
  • Ensure internet connectivity: Switch between Wi-Fi and mobile data.
  • Check for updates and install the latest version.
  • Clear cache (Android only): Go to Settings > Apps > NEC PAY > Storage > Clear Cache.
  • Reinstall the app if the issue persists.
  • Contact support: If the app still crashes, reach out to NEC PAY Customer Support.
  • You cannot delete your transaction history. NEC PAY retains all records for regulatory compliance. Transaction history is available in the app for easy tracking. For any issues, contact NEC PAY Customer Support.

Account & Registration

How do I verify my identity in the app?
  • NEC PAY requires users to provide identification documents during registration. Accepted IDs differ by country but usually include passports, national ID cards, or driver's licenses.
  • Providing ID ensures compliance with financial regulations and enhances the security of your transactions.
  • To comply with global standards and safeguard transaction security, identification is necessary to combat fraud and money laundering.
  • Verification is generally fast, often done in minutes, though it may take longer if a manual review is required.
  • Verification is mandatory for most transactions to comply with legal requirements.
  • Tap on "Forgot Password" in the app and follow the instructions to reset it via email.
  • Go to the app's settings or profile section to update your personal information.
  • Each account is linked to a unique phone number and email address.

Sending Money

What are the minimum and maximum transfer limits?
  • Up to 999 Euros per transfer weekly, including transfer fees. For amounts over 999 Euros, a source of income and a completed AVR form are required.
  • Yes, NEC PAY supports transfers to bank accounts in specific countries, depending on the destination and the partnerships NEC PAY has in place.
  • NEC PAY enables transfers to more than 90 countries and territories. To confirm availability, visit their website or app and select the desired destination country.
  • Yes, NEC PAY has a wide network of agent locations globally where recipients can collect cash.
  • NEC PAY offers multiple payout options, including cash pickup, bank deposits, and mobile wallet transfers, based on the services available in the recipient's country.
  • Yes, NEC PAY specializes in sending money to mobile wallets, particularly in regions like Asia and Africa, offering fast and convenient transfers as a core service.
  • For cash pickups, the recipient's full name and location are needed. For bank deposits, the recipient's bank account number and bank details are required. For mobile wallet transfers, the recipient's mobile number linked to the wallet is necessary.
  • NEC PAY does not currently allow users to schedule transfers for a future date.
  • NEC PAY supports transfers in various currencies, with availability depending on the destination country. Supported currencies are displayed during the transaction process on the app.
  • NEC PAY does not offer the option to set up recurring money transfers at this time.

Fees & Exchange Rates

Do exchange rates change throughout the day?
  • Yes, exchange rates at NEC PAY can change multiple times a day due to market conditions. It’s recommended to verify the current rate at the time of your transaction.
  • NEC PAY provides competitive exchange rates with low markups, striving to make transfers affordable for its users.
  • NEC PAY ensures recipients receive the full amount sent, with no hidden fees. All applicable fees are clearly shown to the sender before finalizing the transaction.
  • NEC PAY maintains transparency about its fees, which are disclosed to the sender before confirming the transfer. However, recipients may face additional fees from their banks or due to local regulations.
  • NEC PAY offers competitive rates with minimal markups. To ensure you’re getting the best deal, compare their rates with other providers and consider the total cost, including any fees.

Tracking & Status

How do I track my transfer?
  • Open the NEC PAY app and navigate to the transaction history section. The app provides real-time updates on your transfer status.
  • Most transfers through NEC PAY are completed within minutes. The app provides an estimated transfer time on the confirmation screen before you finalize the transaction.
  • Occasionally, transfers might experience delays due to network issues or additional verification requirements. The app will provide the most up-to-date information on your transfer status. If delays persist, contacting NEC PAY's customer support is recommended.
  • Pending: The transfer has been created but has not yet been processed.
  • In Process: The transfer is being processed and will be delivered to the recipient shortly.
  • Completed: The transfer has been successfully completed, and the funds are available to the recipient.
  • Most transfers are already designed to be fast, typically completed within minutes. To ensure the quickest transfer, ensure all recipient details are accurate and complete.
  • If the funds are not collected by the recipient, NEC PAY will typically return the money to the sender. The time frame and process can vary, so reaching out to NEC PAY’s customer service for detailed information is recommended.

Security & Protection

How do you protect my personal and financial information?
  • NEC PAY utilizes advanced security measures, such as encryption and fraud detection systems, to protect your personal and financial information. They also offer resources to help users identify and avoid potential scams.
  • If you notice any suspicious activity, it’s advisable to contact NEC PAY’s customer support via the app or their official website to report the issue promptly.
  • In case of suspected fraudulent activity, reach out to NEC PAY’s customer support immediately through the app or their official website. They can assist you with the necessary steps to secure your account.
  • While NEC PAY uses advanced encryption to secure transactions, specific details about two-factor authentication (2FA) support are not clearly outlined. Users can check the app’s security settings or contact customer support for further clarification.
  • NEC PAY’s app employs cutting-edge encryption technology to safeguard personal information and transactions, ensuring users can trust the safety of their data.

Payment Methods

What payment methods can I use? (Credit card, debit card, bank transfer, etc.)
  • NEC PAY enables you to send money using a credit card, debit card, or bank account. Some options are more cost-effective, while others offer quicker processing times. For instance, transfers made online with a credit or debit card are usually completed within minutes.
  • Yes, NEC PAY lets you save your payment details in the app, making future transactions faster and more convenient.
  • A card may be declined due to reasons such as incorrect card details, insufficient funds, or security policies set by your bank. Contacting your bank can help clarify the issue.
  • Each NEC PAY transfer must be funded using a single payment method; combining multiple methods for one transaction is not allowed.
  • NEC PAY accepts certain prepaid cards issued by specific banks. To see the list of supported prepaid cards, please check their support page and please contact with NEC PAY customer support.

Receiving Money

How does my recipient collect the money?
  • Once the transfer is completed, recipients receive a text message containing a redemption code. They can then visit a nearby agent location, present their ID along with the redemption code, and collect the funds.
  • A valid ID matching the name on the transfer and the redemption code received via text message are required.
  • No, recipients must provide a valid government-issued photo ID to collect cash transfers.
  • If there is an issue, recipients should contact NEC PAY's customer support through the app or via email, providing the transfer identification number and sender details for assistance.
  • Recipients can visit any nearby agent location to pick up their funds, as long as they have the necessary ID and redemption code.

Modifications & Cancellations

Can I cancel a transfer after I’ve sent it?
  • Yes, you can request a cancellation if the funds haven’t been collected or deposited. To do so:
  • Contact NEC PAY’s customer support as soon as possible.
  • They will assist with canceling the transfer and processing a refund.
  • If the funds have already been received, cancellation is not possible.
  • Refunds are processed quickly after cancellation. However, the time it takes for the funds to appear in your account depends on your bank or card issuer’s processing times.
  • Recipient details cannot be modified after the transfer has been sent. If an error occurs:
  • Cash Pickup: Contact customer support to cancel the transfer (if it hasn’t been picked up) and resend it with the correct details.
  • Mobile Money: If the phone number is correct but the name is incorrect, the transfer will still be processed. However, if the phone number is incorrect, the funds may be unrecoverable.
  • Bank Transfers: Changes or cancellations are not possible after sending, so verify all details before confirming the transfer.
  • Providing incorrect recipient details may prevent the recipient from receiving the funds. If the transfer has not yet been paid out, cancel it and resend it with the correct information.
  • Once a transfer is initiated, the payout method cannot be changed. You would need to cancel the transfer (if eligible) and create a new one with the preferred payout option.

Promotions & Rewards

Does the app offer referral bonuses?
  • NEC PAY does not currently offer a traditional referral bonuses.
  • NEC PAY does not currently offer a traditional rewards.
  • Official Channels: Visit NEC PAY's official website or subscribe to their communications for promotional offers.
  • During Transfer: Enter the promo code in the app before completing your transfer.
  • NEC PAY does not currently offer a traditional loyalty program.

NB. Please note that the above responses are general and may vary depending on the specific services and policies of our money transfer company. Always refer to the official website or contact customer support for the most up-to-date information.

A quick and reliable method for sending money while on the move.

Get our app at no cost to swiftly send money online to over more than 90 countries within minutes. Monitor your transactions and access your transfer record from any location.