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Lebara Money Help:

You can transfer money to a wide range of countries and we’re adding new ones all the time. To see if a country or currency is supported, please go to the Home page on our website and choose country/currency combination from the dropdown list.

The exact fee will depend on the country you’re sending money to, the amount and whether you choose to send money ‘today’ or ‘later’. You’ll see the transfer fee and exchange rate details before you complete the transfer so you know the cost upfront. The fee for sending money ‘later’ is higher than for choosing ‘today’, to enable the benefit of locking any great rate you like.

Our fees are calculated in the following manner:
If you are sending to anywhere in Europe: we will charge 0.4% of the transferred amount, with a minimum fee of £2.
If you are sending to India: we will charge 0.5% of the transferred amount, with a minimum fee of £2.
If you are sending to Bangladesh: we will charge 0.6% of the transferred amount, with a minimum fee of £2.
If you are sending to Pakistan: we will charge 0.8% of the transferred amount, with a minimum fee of £2.
If you are sending to Sri Lanka: we will charge 0.65% of the transferred amount, with a minimum fee of £2.
If you are sending to Africa: we will charge 0.5% of the transferred amount, with a minimum fee of £2.

There is an additional fee for the “send later” transactions – usually, an additional 0.5% of the transferred amount.

The minimum and maximum amounts vary depending on which country you send money to and what delivery method you choose.

Transfers are normally sent to a bank so the money will appear in your recipient’s bank account. However, for money transferred to mobile wallet, it depends on which mobile wallet provider your recipient uses.

All available options will be shown during the transfer process, after you select the country/currency combination you want to send money to.

This varies depending on the country you’re sending money to, when you choose to send the money and which bank, financial organisation or mobile wallet provider your recipient uses. For example, it may take longer if you choose to transfer on a weekend or bank holiday.

However, most transfers take between 1-3 business days.

Security

We are authorised and regulated by the Financial Conduct Authority (FCA) as a Payment Institution (FRN: 746677).

Lebara Money Ltd. is a regulated Payment Institution by the FCA. As such we are obligated to keep our clients’ money safe. We keep our clients’ funds in a segregated account, such that the clients’ funds will be separated from our own assets. Such separation of accounts is being supervised both internally and externally. We operate only with reputable payment institutions and payment providers such as ABN AMRO Bank.

We also process every transfer using the Verified by Visa® and MasterCard® Secure Code services.

You can view our privacy policy here.

You can view our Terms and Conditions here.

My Account Details

You can change your password through the My Account page on our website, where you’ll see the option to change it.

If you’ve forgotten your password, please press ‘Forgot password’ and we’ll email you instructions on how to reset it.

Please visit the My Account page on our website, where you’ll see an option to edit and save the details.

No, we have a strict policy of one account per person.

Making a Transfer

To help you take full control of your transfer, you can:

1. Send money today at today’s exchange rate, or
2. If you like today’s rate but can’t transfer right now, you can lock the rate then use it anytime within 30 days. The balance left to pay will then be automatically taken from your bank card on your chosen transfer date.

To cover the extra cost of giving you the benefit of locking today’s rate, the fee charged is higher than it would be if you transferred immediately.

You can pay using a debit card that’s registered to your account. We accept all UK debit cards and prepaid cards.

If you choose to send money ‘today’ but need to cancel the transfer, please email us immediately or call 0800 640 6303 and we’ll try our best to help you. However, please be aware that most transfers can’t be cancelled so it’s important to make sure your transfer details are correct. We process your transfer within minutes which means the money may have already left our system.

If you choose to send money ‘later’ by locking a great rate, you can cancel the transfer any time before 11pm the day before your chosen transfer date. Please be aware that any fees paid to enable this feature aren’t refundable.

It’s been processed successfully if at least one of the following occurs:

1. You see a confirmation screen with your transfer reference
2. You see the transaction on your bank statement
3. You get an email confirming your money has been sent
4. You see a ‘Sent’ status next to the transfer on the ‘My transfers’ page.

If you can’t see any of these messages, unfortunately your transaction hasn’t gone through and you’ll need to set up a new one. If you think there’s an error or you face any issues, please email us and we’ll be able to help.

You should get an email each time a transfer is set up successfully. If you didn’t get it but the transfer details appear on the ‘My transfers’ page here, the email may be in your spam or junk folder so please check there.

If you still can’t find the email, please send us an email and we’ll look into it for you.

To help prevent our emails disappearing into your spam or junk folder, please add [email protected] to your email contacts list.

Paying by Card

We accept all UK debit cards and pre-paid cards. Please be aware that the name on your card must be identical to the name you used to register with us otherwise the payment may be declined.

We hope it never happens, but there could be a number of reasons:

1. Your card type isn’t supported. Please be aware that we only accept debit cards and pre-paid cards
2. Please be aware you can only use your own card
3. You do not have sufficient funds in your bank account
4. There’s been a technical issue with our system
5. Your bank has blocked the card payment
6. Your money transfer has not been authorised by our system

If your payment has been declined, please try again using the same card or a different one. If you think this transfer was declined in error, please contact your card provider directly. If the problem still persists, please email us straight away.

Receiving Money on Recipient side

You can send money to a recipient’s bank account or mobile wallet (in Kenya, Ghana and Uganda).

A BIC (Business Identifier Code) is a unique international reference code for a bank, financial institution or business.

We need the BIC of the organisation you're transferring money to so we can make sure it's sent to the right place.

Full BICs are 11 characters long. The second type of BIC is eight characters long and known as a Business Party Identifier. These don't include the last three digits of the full BIC.

In some countries, the 4-digit bank code forms part of the IBAN (International Bank Account Number). Your recipient can find their BIC on a paper or online bank statement.

An IBAN is used in some countries to uniquely identify a customer’s bank account. We need the IBAN of your recipient’s bank account so we can make sure we’re sending your money to the right place. Your recipient can find their IBAN on a paper or online bank statement.

The IBAN consists of an alphabetical country code, followed by two digits and up to 35 characters for the bank account number.

If you accidentally transfer money using the wrong IBAN, please email us immediately or call us at 0800 640 6303 and we’ll do our best to help. Please be aware that we process most transfers within minutes so, if the money has already left our system, unfortunately we may not be able to help.

As a result, it’s very important to double check your recipient’s details before submitting your transfer.

An IFSC (Indian Financial System Code) is used by the Reserve Bank of India to uniquely identify each bank branch within the NEFT (National Electronic Funds Transfer) network. We need your recipient's IFSC to make sure we send your money to the right place.

Your recipient can find their IFSC on a paper or online bank statement. It can contain up to 11 digits and usually consists of letters as well as numbers.

Verification

To meet our regulatory requirements, we need to verify your identity before we can help you send money home. We may use a recognised agency for this and we may also pass your personal information to credit reference and fraud prevention agencies, which may keep a record of your information.

We’ll only do this to confirm your identity. No credit check will be performed and your credit rating won’t be affected. All information you give us will be treated securely and strictly in accordance with the Data Protection Act 1998.

If required, we'll ask you to send over the necessary documents.

Before sending us the documents, please make sure:

1. The name, address and date of birth shown are identical to the details you want to register with us
2. The photo page of any document is clearly visible
3. The documents are still valid and within the expiry date shown

If we ask you for ID verification, please scan and send us one of the following:

1. Photo page of your passport
2. EEA or UK Photo Card Driver’s licence
3. EEA National ID card
4. EU National Resident Permit

Please be aware that the name and address in the documents need to be identical to the details you want to register with us.

If you can’t send us any of these documents, please send us another official document (issued by a Governmental Body) that clearly states your full name, date of birth and document expiry date, and includes your photo and signature.

We might also ask you for a proof of address document, which can be:

1. Your gas, electricity or any other utility bill
2. Bank or credit card statement
3. Council tax bill
4. A letter from HMRC
5. An official document from another government or financial institution

Please be aware that the name and address in the documents need to be identical to the details you want to register with us.

Other Questions

Every Lebara Mobile customer who buys an All In One bundle using SMS opt-in or through the MyLebara app from 17 July 2017 will now also receive 1 FREE Lebara Money Transfer as part of their mobile product, which has the same validity as the mobile bundle (30 days). The free Lebara Money Transfers are only applicable for 'send now' transfers.

In order to redeem this offer, you have to have a Lebara account in the MyLebara app (iOS and Android, download here) and have registered your Lebara mobile number. If applicable any potential FREE Lebara Money transfers will be displayed in the MyLebara app in the Mobile balance which can be redeemed by logging into Lebara Money click here with the same Lebara account details (email address and password) as used for the MyLebara app.

For the best experience, we recommend using Google Chrome or Mozilla Firefox.

We hope you never need to but, if you’re unhappy with something, please refer to our complaint procedures listed in our Terms and Conditions here. We’ll always strive to help you as best we can.