Customer Care

Sending Money

Every transfer will take a different amount of time depending on a few things. We always move your money as quickly as possible, but the speed will be affected by things like the currency you’re sending to and from, how you pay for it, and banking hours. Whatever currency you’re sending, converting your money can always take up to 2 working days.

How you pay:

The way you pay for your transfer can also affect the speed of your transfer. Some payment methods are quicker than others. For instance, card payments are normally instant, while bank transfers can take longer, especially if you’re paying by Swift. We’ll show you how long each payment method takes when you set up your transfer.

Public holidays and banking hours:

We can only move your money during normal banking hours. So if you send money outside of those hours, it may take longer than usual. National holidays can also affect the transfer speed, so if you’re sending to a different country, make sure to check that it doesn’t fall on a holiday.

Security Checks:

As a regulated institution, we also need to make sure we run regular security checks on our customers and their payments. We might need to verify things like your ID, address, or where you got the money from, when you make a transfer. These additional checks can add extra time to your transfer.

We may have to levy tax on its transfer fee according to local tax laws. We will pay out the agreed amount to the recipient and won’t withhold any taxes on the money you transfer. Depending on the nature of a transfer, you and/or the recipient may need to declare and pay tax. Wise can’t advise whether tax applies to your transfer, and we recommend that you ask a financial advisor and/or the relevant tax authority.

Yes. As long as:

  • You’re one of the account holders.
  • Your name on the account matches the name on your FX account.

Tip: We’ll ask you to enter the name of the other bank account holder when you set up your transfer. This helps us identify that your money’s coming from a joint account.

Ordinarily, no. But banks sometimes send us the names on joint accounts incorrectly. If this happens, we’ll email you and ask for a proof of joint account document.

Do I need to prove that a joint bank account is in my name?

Ordinarily, no. But banks sometimes send us the names on joint accounts incorrectly. If this happens, we’ll email you and ask for proof of joint account document. Your transfer will be paused until we’ve received and approved that document. We’ll normally check it within 2 working days of receiving it from you.

Tip: A proof of joint account document is either a screenshot or PDF of your joint bank statement, clearly showing your name, the bank’s name, and the account number.

In most cases, no — the name on the bank account you’re sending from must match the name on your CLKD FX account. But there are two exceptions:

  • You can send money from joint bank accounts.
  • You can send money from a joint bank account if you’re named on the account, and that name matches the name on your CLKD FX account.

Tip: We’ll ask you to enter the name of the other bank account holder when you set up your transfer. This helps us identify that your money’s coming from a joint account.

When you make a transfer, we’ll give you an estimate for when your money should arrive. If We says your transfer is due today, it should already be there, but some banks may need a few hours to process it. Small typos like “Lynda May” instead of “Linda May” usually won’t delay your transfer, but errors in account numbers could. If the details are wrong, your money might be delayed or returned, and we’ll inform you immediately.

Transfers on weekends and holidays may be delayed if banks in the recipient’s country don’t process transfers on those days. If your recipient says they haven’t received the money, ask them to check the sender’s name, bank details, and currency of their account. A receipt from us includes all necessary details and tracking numbers that can help your recipient’s bank track down the transfer.

A proof of payment can be a receipt (scan, photo, or PDF) or a screenshot from your online bank, clearly showing:

  • Your details: name, account number, and bank’s name
  • Our details or partner bank’s detail and our account number
  • Date: when the transfer was initiated
  • Amount: the amount sent
  • Currency: the currency used
  • Reference: the reference added to your transfer. We don’t always need proof when you make a transfer. If we do, we’ll ask you to upload it.

Sending with Swift If you’re sending a payment in a currency that’s different from your recipient’s bank’s currency, you’ll need to send it by Swift. An example is if you’re sending USD to a country outside of the US. We pay out via Swift when you send: – USD to countries outside the US, – GBP to countries outside the UK, – More than 1 million JPY to any country, – EUR to banks that are not part of SEPA and countries outside of SEPA. What are the fees for Swift payments? We’ll charge you to send out a Swift payment. When the money is in transit, correspondent banks in between may also deduct their own handling fees. We can’t control what extra costs other banks apply.

Where Is My Money?

When you make a transfer, we’ll give you an estimate for when your money should arrive. But there are a few situations where you might have questions about timing. Here are some tips to help you understand when it’ll arrive, or why it’s delayed.

If it says your transfer’s due to arrive today, Great! Really that means your money should’ve arrived already. We say that it’s due today because some banks need a few hours to process transfers from us.

Your recipient’s details may be wrong. Small things like typos in names — for instance, spelling Lynda Smith as Linda Smith — shouldn’t be a problem for most countries. Your money should still arrive on time. However, for some currencies, such as JPY, a typo like this can be an issue. If something like an account number is wrong, your money could take longer to arrive or get returned to us. If your money does get returned to us, we’ll let you know straight away.

Transfers on weekends and holidays. Not all countries have banking systems that operate on weekends or holidays. Our delivery times consider the banking hours of the country you’re sending money to. However, in some regions, banks stop processing transfers early on Fridays. This means that if your money is due to arrive on Friday, it may not appear in your recipient’s account until the next working day. We are actively working to identify which banks follow this practice to improve our delivery estimates accordingly.

Your recipient says they haven’t received the money yet, please ask them to check the following: the sender name they’re looking for, as they might need to look for a transaction from We on their bank statement instead of your name, or it could come from one of our partners, with the amount and reference helping to identify it; the recipient’s bank details, as incorrect information could delay the transfer or cause it to be returned to us; and the currency of the recipient’s account, since if it differs from the currency you sent, their bank may have converted the amount, resulting in a different payout.

We mark your transfer as Complete when we’ve sent the money to the recipient bank, and we include some extra time in our arrival estimate for the bank to process and release it. If your recipient says they haven’t received the money yet, there are two possible reasons:

  • The receiving bank is still processing the money, as some banks are slower and might take up to one working day to release it, so while your money is safely on its way, the recipient bank may still be processing it. Your recipient can ask their bank to speed up the process, but they’ll need a transfer receipt with all the details.
  • The money has arrived, but it looks a bit different. Your recipient might not recognise the transfer when it arrives in their account. Using the transfer receipt, we recommend they check the currency and amount. Your recipient’s account might be in a different currency than the one you’ve sent them. In this case, their bank will convert the money again, and the amount might be different than expected.

Mistakes and editing your transfer

If you’re making a transfer to a personal bank account, entering the wrong reference isn’t usually a problem. In most cases, it won’t stop your money being delivered. But wrong references can cause problems if you’re paying a company or business. Or it’s important that your money arrives with an accurate reference. In these cases, the fastest way to fix the problem is to cancel the transfer yourself and set it up again using the correct reference.

Tip: If you’re paying a bill, a business, or you’ve been asked for a specific reference, please contact whoever you’re paying. They should be able to tell you if an incorrect reference is a problem. If it is, try cancelling your transfer.

Everyone makes mistakes, and there are two ways to fix this one: if the money hasn’t been processed yet, you can cancel the transfer yourself and start again; if the money has already reached your recipient, you’ll need to contact them and request a refund.

If your transfer hasn’t been sent out yet: You see the cancel button, you can cancel the transfer. We’ll refund the money to your bank account, allowing you to set up a new transfer to the correct recipient.

If your transfer has been completed or there is no cancel button: It might be too late to cancel as CLKD FX’s conversion process is fast. Once marked as complete, the money is out of CLKD FX’s system and into the banking system. Some banks may automatically reject the transfer if the name doesn’t match the account number, but this depends on the currency and bank involved. If you don’t see the option to cancel, get in touch with the recipient or their bank, inform them of the mistake, and ask them to send the money back to you. You can then set up a new transfer if needed.

Tip: If you can’t cancel your transfer on CLKD FX, it’s already out of our system, so we can’t cancel it either. Please contact your recipient directly.

Sending the wrong amount of money can be unsettling, but it’s easy to fix. If you sent too much, we would automatically send the excess back to you.

If you set up your transfer and accidentally paid too much, there’s no need to do anything—our system will detect the overpayment, send the correct amount to your recipient, and refund the excess to the bank account you paid from.

Tip: You don’t need to contact us for the refund, and in rare cases where more information is needed, we’ll reach out to you by email. If you haven’t sent enough money, you can either pay the outstanding amount or wait for our email to help you fix it. We’ll only complete your transfer once the full amount is paid, so if the payment is insufficient, we’ll pause your transfer until the remaining amount is received.

If you didn’t include your unique reference number with your bank transfer, don’t worry—we may still be able to link your payment without it. We’ll send you an email, so check your inbox for information. If we can’t link it, we’ll return the money to the originating account. If the bank didn’t forward the details correctly, or if you sent the right details but the payment wasn’t linked, you’ll need to upload a proof of payment document so we can find and identify your money. Once you’ve uploaded the document, we’ll be in touch to assist you.

We Support These Countries and Currencies

Here are the currencies you can send to and from your balances on your CLKD FX account. The first list shows what currencies you can both pay from and send to, and the second list shows currencies you can only send to. From the UK, you can transfer money to bank accounts in more than 50 countries, with plenty more to come soon.

Payments can arrive within minutes if sent on a business day before cut-off time and for certain destinations. We process transactions the same day, unless the transaction is submitted after the cut-off point (which means after a given time, your payment will be processed the next business day). Cut-off points vary depending on the currency you are sending.

Some of our popular destinations:

Argentina (ARS)

Australia (AUD)

Bahrain (BHD)

Brazil (BRL)

Bulgaria (BGN)

Canada (CAD)

Croatia (HRK )

Czech Republic (CZK)

Denmark (DKK)

Dominican Republic (DOP)

Eurozone countries* (EUR)

Hong Kong (HKD)

Hungary(HUF)

India (INR)

Israel (ILS)

Kuwait (KWD)

Mexico (MXN)

Morocco (MAD)

New Zealand (NZD)

Norway (NOK)

Peru (PEN)

Poland (PLN)

Qatar (QAR)

Romania (RON)

Saudi Arabia (SAR)

Singapore (SGD)

South Africa (ZAR)

Sweden (SEK)

Switzerland (CHF)

Turkey (TRY)

United States of America (USD)

*Eurozone countries are Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Portugal, Slovakia, Slovenia and Spain.

Fees & Charges

To see exactly how much your transfer could cost, visit our pricing page. Or read on for a bit more detail on how we work the price of your transfer out.

How much a transfer costs depends on three things —

  • the amount you’re sending,
  • how you pay, and
  • the exchange rate.

We offer a transparent fee structure with no hidden charges. The fees will depend on the business industry and the number of transactions the business will be conducting.

No, there is no annual fee. However, certain premium features may have associated costs.

The transaction will be declined if there aren’t enough funds in your account to cover the amount.

Managing and Verifying Your Accounts

We need to know who our clients are, where you are and why you need to use our service. It is a simple process that can be completed in minutes.

You may need:

  • Passport (Valid)
  • Driving Licence (Valid)
  • Utility Bill (in last 2 months)
  • Bank Statement (Showing Address)

For Sole Traders: To set up an account for sole traders like yourself, we’ll need some key information. First, we’ll require your personal details, including your full name, date of birth, phone number, nationality, and address. Then, we’ll gather some information about your business, such as your business name, industry, where your business operates, and an estimate of your annual expected transfer amount. This ensures a smooth and hassle-free account setup process.

Your details which are needed:

Full name

Date of birth

Phone number

Nationality

Address

Business information: Business Name Industry

Where the business operates

Annual expected amount to send (as estimation)

For Limited Companies: To open an account with us, we’ll need some basic information. We’ll start with your details, like your full name, date of birth, phone number, nationality, and address. Then, we’ll need your company information, including the company name, registration number, industry, and where your company operates. It would be great if you could estimate your annual expected transfer amount as well. Lastly, we’ll need confirmation on other directors and anyone who owns more than 25% of the company’s shares or voting rights. This helps us ensure a smooth process for you.

Director’s details:

Full name

Date of birth

Phone number

Nationality Address

Company information:

Company Name

Company

Registration number

Industry

Where the company operates

Annual expected amount to send (as estimation)

Confirmation on other directors and

Ultimate Beneficial Owners (UBOs). The UBO of a company is any individual that has greater than 25% of that company’s shares or voting rights.

When you open a business account with us, you gain access to a world of advantages. First off, we offer ‘Spot Contracts’ which allow you to swiftly convert currency on the same day, and we provide competitive exchange rates for your convenience. Then, there are ‘Forward Contracts,’ which let you lock in an exchange rate for up to a year in advance, giving you peace of mind by knowing exactly what you’ll be paying in the future and helping you mitigate exchange rate risk. Additionally, we offer ‘Multi-Currency Accounts’ that provide you with an IBAN account issued in your name in over 30 currencies. This means your clients can pay you directly into your account in their home countries, just like dealing with a local business. It not only boosts your international image but also ensures you get your funds faster. So, with our business account options, you have flexibility, security, and efficiency all in one place.

Receiving Money Basics

Provide your account details to the sender, who can transfer funds directly to your account.

Yes, you can use a secure payment link generated through our app to receive payments without sharing your account details.

We support various types of payments, including bank transfers, credit/debit card payments, and e-commerce payments.

Yes, there are limits depending on the currency and your account type. Check the app for specific limits.

The time it takes to receive money depends on the payment method and currency. Typically, it ranges from a few minutes to several days.

Receiving money is generally free; however, some payment methods may incur a small fee. Check our fee schedule for details.

Yes, you can receive large amounts, but additional verification may be required for amounts exceeding certain thresholds.

Using Your Account Details

Find your account details in your CLKD FX account under “Accounts”.

Simply provide the corresponding account details to the sender for a direct transfer in that currency.

Report A Complaint

We’re sorry you didn’t get the service you’d expect from CLKD FX. Everyone has the right to make a complaint if they didn’t get the experience they expected — you can find more information below, and what you can do depending on your region. Before you submit a formal complaint, you may be able to resolve your issue by e-mailing our support system. The fastest way to solve your issue is through our Customer Support — they might be able to resolve it on the spot by email: support@martinaf86.sg-host.com

We will email you that we got your complaint ask for any extra information, if we need it investigate your case and your concerns, referring to the Terms and Conditions email you to explain what actions we took and why We’ll investigate your case as quickly as possible. We aim to acknowledge your complaint within 24 hours and send you a final response within 14 calendar days. On rare occasions, we may need to extend the deadline to investigate your case in detail and we’ll let you know if we need more time.

Receiving E-Commerce Payments

Link your CLKD FX account to your seller or business profile on platforms like Amazon, Stripe, Upwork, or Etsy to receive payments.

Payments can arrive within minutes, if sent on a business day before cut-off time and for certain destinations. We process transactions the same day, unless the transaction is submitted after the cut-off point (which means after a given time, your payment will be processed the next business day). Cut-off points vary depending on the currency you are sending. The website will tell you when the payment should reach the recipient before you complete the transaction. Our cut-off times for sending money abroad GMT are as follows (UK time):

8:30 am for BGN and HRK

9:00 am for CZK, MXN, RON and HUF

9:30 am for PLN and TRY

10:30 am for CHF, DKK, NOK, SEK and ZAR

2:00 pm for AUD, BHD, CAD, HKD, ILS, KWD, NZD, QAR, SAR and SGD

2:30 pm for EUR

4:30 pm for COP and USD

6.00 pm for DOP

10:00 pm for ARS, BRL, INR, MAD and PEN

Sometimes, the recipient’s bank will have their own security process that your payment needs to go through before it reaches your recipient. In some instances, this may delay your payment.

You can send and receive payments for invoices directly through the app, making it easy for clients to pay.

CLKD FX Business Basics

Yes, CLKD FX is available for various types of businesses, including sole proprietors, partnerships, and corporations.

Some restrictions may apply depending on the transaction type and destination country.

Trouble Logging In

If you’ve forgotten your password and are logged out, select ‘Forgotten Password’ on the login page, then enter your mobile number or email address. We will send you a reset link or verification code to help you regain access to your account.

If you didn’t receive the email, here are some common reasons and solutions:

  • Ensure you’ve provided the correct email address associated with your Wise account.
  • Check for any spelling errors in the email address and correct them before attempting again.
  • Verify that you’re checking the correct inbox, including your spam or junk folders.

To update the mobile number linked to your CLKD FX account, navigate to Settings and select ‘Change Mobile Number.’ Then enter the new number you wish to use. After completing the process, we will review the information and update your phone number accordingly.

To update the email address associated with your CLKD FX account, navigate to the settings, select ‘Change Mail Address’ and enter the new email address you wish to use. After completing the verification steps, we will review the information and update your email address accordingly.

Two-step verification is crucial for securing your CLKD FX account. If you’re not receiving the app notification or text message, please ensure the following:

  • Wi-Fi or mobile data is enabled.
  • Correct registered phone number or trusted device is used.
  • Notifications from CLKD FX are enabled. If issues persist, select “I’m not receiving approval requests,” and we’ll send a code via text. If you’re still not receiving SMS messages, try the following:
  • Restart your phone.
  • Switch to a local carrier if on international roaming.
  • Toggle Airplane mode on and off, then request the SMS again.
  • Ensure you have a strong signal and can receive SMS messages.
  • Opt for a voice call instead of SMS.

If you want to switch your CLKD FX account to a new device while keeping the same number, follow these steps:

  • During login, if you see “We’ve sent an approval request to your registered device,” select “I’m not receiving the approval request” after 5 seconds.
  • Choose SMS or voice call to receive a code and log in.
  • Once logged in, update the device for push notifications.
  • To finalize, turn 2-step verification off and on again:

Go to Settings under your profile.

Select 2-step verification.

Remove the current CLKD FX account method

Re-enable the account for 2-step verification.

You can now access your account on your new device.

Contact

Email 

contact@clkdconsulting.com

Address

71–75 Shelton Street Covent Garden, London WC2H 9JQ United Kingdom

Estonia Registered Office Roosikrantsi TN 2 Tallin 10119 Estonia
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CLKD EU and CLKD Consulting are trading styles and registered trademarks of CLKD EU OÜ, a company registered in Estonia with Registration Code 14696643. CLKD EU OÜ Registered office is 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

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