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Frequently asked questions

SoftPay Global is an international remittance service. After you create an account and complete identity verification (KYC), you choose a sending country and currency, a destination country and payout method (bank deposit, cash pickup or mobile wallet where available), enter the recipient details and confirm the fee and exchange rate shown. You then pay for the transfer. We assign a tracking / MTCN number so you and the recipient can follow the payout.
Register at softpayglobal.com, verify your email and complete KYC when asked. From Send Money, select the corridor and delivery method, enter the amount and recipient details, review the rate and fees, then pay with an accepted method. Keep the transaction number. If the recipient is collecting cash, they will need that number, valid ID and any verification code we send.
Delivery times are estimates and depend on the corridor, payout method, banking cut-off times and compliance checks. Many wallet and agent payouts complete the same day once payment is confirmed; bank deposits may take longer. We will show an estimate before you confirm. Delays can occur if recipient details are incomplete or if additional identity or source-of-funds checks are required.
The sending amount, our fee, the exchange rate and the estimated amount the recipient will get are displayed before you confirm a transfer. Recipient banks, agents or wallets may charge their own fees. Rates and limits can vary by corridor and delivery method.
If the funds have not yet been paid out, you can request cancellation or a return of funds. Once cash has been collected or a bank/wallet payout has completed, we generally cannot reverse the transfer. See our Refund Policy for how unpaid, failed or returned transfers are handled, and contact support@softpayglobal.com with your MTCN.

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