Tips for you:

When using Web Remit, it is recommended to use a supported browser for a better experience:

  • Google Chrome
  • Firefox
  • Opera
  • Safari

Troubleshoot

  1. Check your network
    Try to see if you can successfully access other sites. If you cannot access it successfully, check if your Local Area Network (LAN) and Wireless Local Area Network (WLAN) are connected properly, and contact your network service provider (ISP) if necessary.
  2. View site maintenance schedule
    To improve the interface, security, and user experience, we irregularly update the website. During the update period, you cannot use some or all of the website features. You can get maintenance information on our website, WeChat and customer service center.
  3. Check settings and status of hardware and software on your device
    Some security software, firewalls, virtual private networks (VPNs), hardware firewalls, switches, and cable status can also affect your network access, loading, and transport. If necessary, please add our URLs to whitelist and check your network device status regularly. Professional questions can contact the equipment manufacturer or distributor.
  4. Check your browser
    Periodically clean up the browser cache and check to see if Javascript is enabled for your browser. For more information about enabling JavaScript, refer to the external site (↗ aboutjavascript.com).

How fast will I be able to receive the OTP?

You should receive the Web Remit OTP within few seconds to your registered mobile phone number.

As the OTP is delivered using SMS, it is dependent on the mobile operator’s network and traffic condition. Therefore, there may be some delays during peak periods or on certain days; public holidays like Christmas.

  1. Check your blocklist
    Some devices may block network text messages, please check that if your blocked list includes messages from us.
  2. Check your SIM card bundle
    Some SIM cards may not include SMS packages (such as Mobile Broadband cards). Be sure to use a SIM card that can send and receive SMSes normally.
  3. Check the status of your ISP
    Internet Service Providers (ISPs) may temporarily disrupt networks, calls, or newsletters for some reason. In such cases, please wait until the network operator resumes normal.
  4. Try again
    It is sometimes impossible to send or receive messages because of congestion in the carrier messages queue or busy network. If you do not receive the messages, click Resend OTP.
  1. Check junk folder
    Some mailboxes may mistakenly archive the verification or remittance message as spam, try to find it in junk folder, and add our mailing address or domain name to the whitelist.
  2. Check mailbox filtering rules
    If your mailbox is set up to receive message validation rules that may prevent your mail from getting into your inbox, check to see if it is blocked, and contact your email service provider if necessary.
  1. In process of approval
    Please wait for our relevant department to review your information and SMS notice you can use it before logging in.
  2. Wrong password
    Check that the case lock on your keyboard is turned on and the keys are normal.
  3. Account Locked
    If you enter the wrong password multiple times, the account will be locked to the next day 00:00. We recommend that customer change their password when you wait for your account to unlock and log in with your new password next day.
    Alternatively, customer may contact our customer service center for unlocking account.
  4. Clear cache & cookies
    When you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites.
    You may visit Google Account Help to learn more.

How to...

If you receive a notification from us that the beneficiary’s information is incorrect and you are unable to complete the transaction, you can go to Web Remit > History, then click on the transactions which need to be updated and click on “Edit Beneficiary”.

If there is no correct beneficiary information in the beneficiary list, you will need to go to the Beneficiary to update the information, then follow the steps above to enter the “Edit Beneficiary” interface and select the latest beneficiary. Alternatively, you can choose to remit to other beneficiary.

Once you have made your selection, click Confirm. The system will then ask you to verify that the information is correct and enter the SMS OTP.

Click OK when done and the system will process it again according to your latest information.

If you want to stop an already existing transaction, please first contact us via our customer service center. We will arrange a refund for you after confirming your transaction and payment.

Refunds can be made in Web Remit > History. By clicking on the transaction that requires a refund and then clicking the Apply for Refund button.

After complete the refund information, the system will automatically arrange a refund to you.

*Please note:

  1. If you fill in the wrong transferred amount, refund to the account time may be affected or the refund cannot be completed.
  2. Service fee is not refundable.
  3. Be sure to check your refund account information is correct, if the account number is wrong may cause your money to transfer to another person’s account.
  4. The refund feature is only available after we have confirmed your payment, so please be patient before then. If you have any questions, please contact our Customer Service Center.