It generally takes 1-2 working days to reach your recipient.
The time it takes depends on the currencies involved, bank holidays and weekends in both the sending and receiving countries. Please take note that we can only send or receive your funds during regular banking hours.
Kindly note that our operating hours are from 9.00am - 5.00pm (closed on Weekends and public holidays). This means we will not process orders/ review documents outside of our business hours.
Orders are only processed by MoneyMatch once full payment has been made and all Compliance checks have been completed. Once processed and set "In-Transit", transfers may take up to 1-2 business days to reach the recipient, subject to bank and public holidays in both the sender and recipient's countries.
To learn more regarding the speed of transfer during holidays, see Will the speed of my transfer be impacted by holidays in the sending and receiving countries?
After 3 business days, the order status will be automatically changed to "Cleared". Your recipient should have received the funds.
In the case that your recipient has not received the funds after 3 business days, kindly reach out to us to check on the status of your order.
Here is a step by step guide on how to raise an investigation.
- 1. Submit an investigation request
Please Submit a Request and provide the details of your order. Where possible, do provide some form of documented proof that your recipient has yet received the funds. This is not mandatory, simply a recommended measure to assist in speeding up the investigation process.
- 2. Pending
Once you have submitted the request, MoneyMatch will investigate with our payout partners and notify you accordingly.
- 3. Track your refund
Once the refund request is allowed, kindly wait for the funds to be returned to you.
See How long do refunds take? When the refund has been executed, the order status will be shown as "Refunded".