Frequently Asked Questions

Getting started is simple: click Sign Up on our homepage and complete the registration form. You'll need:

• • A valid email address (used as your username)
• • Your Australian mobile number
• • Your full name and date of birth
• • Your residential address
• • An acceptable form of identification

We'll verify your details and email you once your account is approved. If additional information is needed, a friendly team member will contact you.

Need help? Contact us at support@zimoney.com or call +61 3 8658 7992.

If you make a large transfer or several transfers over time, ZiMoney may request information to confirm the source of your funds or wealth.

This is a regulatory requirement to help us understand where the money being transferred has come from.

Depending on your situation, we may ask for supporting documents such as:

• • A recent bank statement and payslip showing your regular income.
• • A savings statement or tax form confirming your earnings.

All documents must clearly display your name, address, and must be linked to the account associated with your ZiMoney profile.

If additional documents are required, we'll notify you directly with details on what to provide. You can upload the requested documents securely through your support ticket.

To send a transfer, you'll need basic recipient information:

• • First and last name (as per their government-issued ID)
• • Phone number
• • Country and address

Additional details may be needed depending on the destination, amount, and payout method (e.g., bank account, wallet ID). You'll always see the full transfer summary including fees, exchange rates, and the recipient's expected amount before confirming.

Recipients can receive money via:

• • Bank deposits
• • Mobile wallets

ZiMoney offers transparent and competitive fees — no hidden charges. To check your transfer cost:

• • Visit www.zimoney.com or open the ZiMoney app.
• • Select your recipient's country and enter the amount you wish to send.
• • You'll instantly see the transfer fee, exchange rate, and total amount your recipient will receive.

Bonus: New customers enjoy a special promo rate and their first transfer fee-free!

You can request a cancellation through the app:

• • Log in to your account.
• • Click the Support icon and start a chat.

Alternatively, you can call our customer support team. Once your request is processed, we'll email you to confirm.

Important: If the transfer has already been paid out, we cannot cancel it.

If the payment is rejected by the receiving bank, the funds are returned to ZiMoney. We'll contact you to confirm if you want to resend or cancel for a refund.

If the funds are deposited into the wrong account, contact us immediately. We can submit a recall request through our banking partner:

• • The recipient must agree to return the funds.
• • We aim to confirm success within 10 working days.
• • If recovery is unsuccessful within that time, it is unlikely the funds can be recovered.

If you know the recipient personally and it's safe, you may also contact them directly to request repayment.

While most ZiMoney transfers are delivered quickly, a few factors outside our control can cause delays:

• • Bank processing times: Banks in different countries have varying cut-off times and processing schedules. Transfers made after local cut-off times or on weekends may take longer.
• • Pending verification: If your ID verification isn't complete or requires additional information, your transfer may be held until verification is finalised. You can check your status under 'Verification' in your ZiMoney profile.
• • Receiving bank delays: Some recipient banks take extra time to clear incoming funds, even after ZiMoney has sent the money.

If your transfer status is marked as "Paid" but the recipient hasn't received funds yet, we recommend confirming with them first before contacting our support team.

A proof of payment is a screenshot or image showing that a payment has been made to ZiMoney's account.

We may request this information as a security measure to confirm that funds came from your account or to help us locate your payment.

Your proof of payment must clearly show:

• • Payment amount
• • Sender's bank account name
• • Sender's bank account number

Please avoid screenshots taken directly from your mobile banking app, as they often don't display all required details in one image.

If we've requested proof of payment, please attach it directly to the support ticket provided so our team can process it promptly.

To update your contact number, address, or other basic details:

• • Click your Profile icon at the top-right corner.
• • Select the details you wish to update.

For changes to your email address or legal name, contact us at support@zimoney.com or +61 3 8658 7992 Make sure to have any supporting documents, such as a change of name certificate, to help us process your request

To update your password:

• • Click your Profile icon.
• • Select Change Password.
• • Enter your current password.
• • Enter a new password (minimum 8 characters, including numbers and letters).
• • Re-enter your new password to confirm and click Save.

A confirmation message will appear once updated.

Your account security is our top priority. We may temporarily restrict access to your account for one of the following reasons:

• • Incorrect login attempts: Multiple failed logins can trigger a temporary lock for security purposes.
• • Unusual activity: ZiMoney may limit access if we detect suspicious or irregular activity.
• • Verification or security review: We may need to confirm some details or speak with you directly to verify your identity.

If your account is restricted, please contact support@zimoney.com or call us on +61 3 8658 7992 so we can help resolve it quickly.