Customer Service:
+44 (0)20 7022 0995 (EN)

Frequently Asked Questions (F.A.Q.)


Why must I sometimes supply copies of documentation?

To prevent money laundering or other illegal activities, Opal Transfer applies preventive procedures in accordance with HMRC and FCA rules. For this reason, we may ask you to send or upload a copy of your personal ID card or passport, proof of your address or proof of income source. For first-time transfers below £500, we may not request any documents. For transfers up to £1,500 (in 30 days), we may ask you to send a copy of your personal ID document or passport. For transfers up to £5,000 (in 90 days), we may ask you to send a copy of your personal ID document or passport and a proof of residence. For transfers over the £5,000 (in 90 days), we may ask you to send a copy of your personal ID document or passport, a proof of residence and a proof of income source.

I want to send you copies of my documents. In what format should I send them?

Save documents in .JPEG, .PDF or .PNG format. The size of your attachment should not exceed 3MB.

How do I send you the passport or ID card copy?

You will find all the necessary information about the required documents and uploading them here. You can also send a passport or ID card copy directly to If you have already used our online money transfer system, you can upload documents in the "My Details" section.

What is a proof of address?

The documents accepted as a proof of address include: bank statement, utility bill (electric, gas, water, telephone landline, council tax), copy of UK driver's licence (if not used for identity confirmation), lease agreement, and home, car or life insurance. The proof of residence must have been issued no more than three months ago. It must not have been obtained via the internet.

What is a proof of income source?

This verifies the amount of your income. As proof, you can submit a bank statement showing regular income deposits, such as a salary, stipend or other income, or a bank statement showing a single or various large deposits, such as from the sale of a house, a car or other property, an insurance benefit, a bank loan, an inheritance or other proof.  You can also provide a savings account statement showing regular or one-time income. Along with a bank statement, we recommend you send us the original document which may be your payroll payslip, invoice, sale contract, etc.

I have just uploaded the documents and I am seeing the message “Awaiting approval”. How much time will it take to approve it?

This message means that your document has been received and will be approved in 24 hours.

Should I notify you if I have changed my residential address?

Yes. You can change your residential address in the "My Details" section.

Should I notify you if I have changed my surname?

Yes. Send us a copy of your ID document or passport indicating your new surname accompanied with a copy of your marriage certificate.

Am I allowed to transfer money if I am younger than 18 years old?

No. Unfortunately, you are not permitted to transfer money.

If I don’t provide the documents such as proof of income, proof of address or proof of ID, will my money transfer be delivered on time?

For the security of your transfer, it will be delayed until you provide us with the specific documents for the authorization of your payment.

Online transfers

Which countries can I send money to online?

You can send money online to all 27 EU countries and also to Monaco, Norway and San Marino.

See the full list of EU countries below:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, The Netherlands and the UK.

What is the cost of online money transfer?

Consult the price for your transfer by selecting the destination country.

I have used Opal Transfer services and now I would like to start using Opal Transfer online transfers. What should I do?

If you are a returning customer who has transferred money at one of our branches or through our Customer Service Centre, you will already have a customer number. Click on the link and log in as an existing customer. If you’ve forgoten your customer number, call our Customer Service Centre and our staff will be happy to retrieve it for you.

I used Opal Transfer services a while ago. Now I would like to access my account again as an existing customer, but my attempt failed. Why?

We probably have your old phone number in our system. Try signing in with your old phone number, which you can later update. Or call the Customer Service Centre and we will replace your old number with the new one. Then you will be able to access your account successfully.

What personal details do I have to provide to sign up?

We will need your name, full address in the UK, date of birth, and phone number.

What information do you need to register a new payee?

Enter the payee's name, as listed on their ID document, and the payee's International Bank Account Number (IBAN).

What should I enter in the IBAN field?

You have to enter the account number, for example: EEXX XXXX XXXX XXXX XXXX.

How can I verify if I have the payee’s correct IBAN?

You can always verify your payee’s IBAN here.

What happens to my money if I give an incorrect IBAN, name or surname for the payee?

If the payee’s details are incorrect, the money will be returned to our account. In this case, we will contact you.

How long do I have to wait for the money to be transferred to the payee?

We usually deliver funds on the same business day, however, we recommend you to consult the specific cut-off and delivery time for your money destination.

I forgot my log in name or password. What should I do?

First of all, try logging in by clicking the “Forgot my password” button and follow the instructions. If you are not able to retrieve your password, for some reason, call the Customer Service Centre.

Are other people able to use my customer number?

No. Other people cannot use your customer number. They should register as a new customer to start using Opal Transfer services.

Can I get a statement of the money transfer made?

If you have made online money transfers, you will see all your payments and their statements in your payment history. If your money transfer was made at a branch, you will be issued a transfer statement. For phone transfers, you can ask our Customer Service advisor to email a statement to you.

How do you recommend that I pay for my money transfer service: by bank transfer or debit card?

Both payment methods offer the same fast money delivery. You can pay conveniently by debit card or bank transfer, if you opt to pay by bank transfer, you will have to make an additional payment for the transfer through your online banking webpage.

Can I pay for online money transfer with my credit card?

No. Unfortunately, you can only pay for an online money transfer with a debit card.

I am trying to pay with my debit card for the online transaction service, but it tells me that the payment was not accepted. Why?

This may happen for several reasons: you are using a non-debit bank card; your specified address does not match the address where the card is registered; or your bank has not activated online payments.

I’ve made an online money transfer, but I received the message “Awaiting payment”. Why?

If you have made your money transfer and paid for it by bank transfer, as soon as we receive it in our bank account and according to the specific cut-off time, money will reach the payee on the same or next business day.



Can I receive a payment into my UK bank account from a sender of another European country?

Yes, you can receive a payment into your UK bank account from Bulgaria, Czech Republic, Estonia, Latvia, Lithuania, Poland and Slovakia. The transfer fee is £3.00 for any amount. For further advice, please contact our Customer Support Service.

Can I cancel a transfer if the status in “Payment history” shows as “Complete”?

If the status of your transfer indicates that is “Complete”, it means that we have already sent your funds to the receiver and therefore you cannot cancel it.

I made a mistake in the name or bank account of the receiver. What should I do now?

Contact our Customer Support Service who will help you to correct your information.

How can I cancel a transfer with status “Not Paid” in my “Payment History”?

Login to your Opal Transfer Online account, go to “Payment History”, then select the transfer with the status “Not Paid”, click on “Pay” and then click on “Cancel”. 

How can I complete a transfer with status “Not Paid” in my “Payment History”?

Login to your Opal Transfer Online account, go to “Payment History”, then select the transfer with the status “Not Paid”, click on “Pay” and then select your favourite payment method. 

How can I pay only for one transfer if I have several transfers with the status “Not Paid”?

Login to your Opal Transfer Online account and follow the instructions of the payment process, then before inserting your debit card details, unselect the transfers you don’t want to pay for and proceed with the payment.

Mobile Transfers

What is the language for calls to the Customer Service Centre?

Our Opal Transfer Customer Service advisors speak English, Lithuanian, Russian, Polish, Latvian, Bulgarian, Czech, Slovak, Spanish and Romanian. However, we apologize in advance if our operators are busy and you have to speak to someone who doesn’t know your native language.

Can I pay for the phone transfer using my debit card?

Yes. You can pay by giving the Customer Service advisor your card details, but the maximum amount that you can transfer in this case is £500.

Can I deposit cash to the Opal Transfer bank account and then pay for the money transfer?

No, cash is not accepted. You can only pay for the money transfer service with a bank transfer or debit card.

Once I’ve transferred money to the Opal Transfer account, can I distribute it to more than one payee?

Yes, it's very simple. If you are doing an online money transfer, create multiple payments and pay all of them at the same time. If you are transferring money to a bank, call the Customer Service Centre and list all the payees and their account numbers. The money will be distributed to them.

Transfers via branch

Is Opal Transfer open on weekends?

Yes, Opal Transfer is open on weekends: Saturdays from 10:00 to 20:00, Sundays from 10:00 to 19:00.

Does Opal Transfer have branches in other cities?

Opal Transfer only has branches in London. But you can always make online transfers. 

Transfers outside the European Union

How can I make a money transfer outside the European Union?

For money transfers to countries outside the EU, you must first transfer the required amount to one of our accounts. Remember to enter your name in the payment reference field. Then call our Customer Service Centre on +44 (0) 20 7976 5445 and we will complete your money transfer.

What is the maximum amount I can transfer outside the EU without sending documents?

The maximum money transfer amount without sending documentation is £749. If you send more than £750, we will ask for a copy of your personal ID document or passport.

Can I receive a money transfer from non-EU countries?

Unfortunately, we do not accept transfers from non-EU countries. However, you can send money to the United Kingdom from Lithuania, Latvia, Estonia, Poland, Bulgaria, Slovakia, the Czech Republic and Romania.