Question 1

Who can use NellsPay?

Accepted Answer

Anyone aged 18 or over who can legally enter into a binding contract, living in one of our send-from countries: Canada, the United Kingdom or one of 19 euro-area countries.

Question 2

What do I need to sign up?

Accepted Answer

Your name, address, email and phone number, plus a government-issued photo ID. We verify it independently against official government and industry databases.

Question 3

Where can I send money?

Accepted Answer

You can send from Canada, the United Kingdom and 19 euro-area countries. Across Africa, Cameroon is live today, and Nigeria, Senegal, Ghana and Côte d’Ivoire are coming soon, with more corridors to follow. Open the calculator in the app to see every destination available to you.

Question 4

Can I open more than one account?

Accepted Answer

No. Each person can hold one NellsPay account. Transfers may be refused or delayed if we find more than one account in your name.

Question 5

What does a transfer cost?

Accepted Answer

The amount, the service fee and the exchange rate are all shown before you confirm, so you always see the total and what your recipient receives.

Question 6

Can I cancel a transfer?

Accepted Answer

Once a payment instruction is submitted it cannot be cancelled. Contact us straight away and we may be able to attempt a reversal, though a fee can apply and it is not guaranteed if the money has already been paid out.

Question 7

Why is my transfer taking longer?

Accepted Answer

Most transfers arrive quickly, but some are paused for extra identity or compliance checks. We will let you know in the app if we need anything from you.

Question 8

How will I know it has arrived?

Accepted Answer

You will receive email or SMS updates, and every transfer has a live status in the app from paid through to delivered.

Question 9

How do I pay from Canada?

Accepted Answer

By Interac e-Transfer from the email address linked to your NellsPay account. For faster processing, email your transaction reference to deposit@nellspay.com.

Question 10

How do I pay from the UK or EU?

Accepted Answer

Through open banking. You approve the payment in your own banking app. Only you can start and approve it, and we never see your bank login.

Question 11

How can my recipient receive the money?

Accepted Answer

Two ways: a bank deposit straight into their bank account, or mobile money sent to their mobile wallet. Your recipient chooses what suits them best.

Question 12

Will NellsPay ever ask for my OTP, PIN or password?

Accepted Answer

Never. If anyone asks for them by phone, email or message, do not share them, and report it to support@nellspay.com.

Question 13

How is my account protected?

Accepted Answer

Passwords must be 8 to 256 characters, credentials are encrypted with a 256-bit hash, and one-time passwords add a second layer of protection.

Question 14

Where should I download the app?

Accepted Answer

Only from the Google Play Store or the Apple App Store. Official apps keep your data and transfers protected.

Question 15

I think my account has been compromised

Accepted Answer

Change your password straight away and email support@nellspay.com so we can secure your account.

Question 16

Does NellsPay hold my money?

Accepted Answer

No. NellsPay is an international money remittance service. We don’t offer bank accounts or wallets. You pay for each transfer from your own bank and we send it straight to your recipient.

Question 17

How do I close my account?

Accepted Answer

Contact our support team and we will guide you through closing it.

Frequently asked questions

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