Please note bank wire transfer takes from 2 to 5 business days to process.
If you have funded your account via wire transfer using XCOEX account details, and the funds have not appeared on your account, please follow these steps:
1. Check the details you used for wire transfer. The details should appear exactly as they are shown on XCOEX platform.
2. In case there are any errors in the details, e.g. you did not specify XCOEX as beneficiary in payment reference or failed to provide the correct beneficiary name, you should contact your bank immediately to provide the correct details. Once your bank has got the correct details, they will be forwarded to the beneficiary bank in an email or regular post letter. After the beneficiary bank has received this email or letter, it will be forwarded to the beneficiary, and the funds will be credited to XCOEX account, and then to your account.
3. If you have double-checked the details and made sure they are correct, please send an email at [email protected], attaching the wire transfer receipt scanned copy. Once we receive the receipt copy, we will contact the bank to clarify whether the payment has been classified as unidentified. This could happen when you have provided correct details, but the bank has failed to do the same. Once the bank confirms the payment is unidentified, we will forward this confirmation to you. As soon as you get such a confirmation, you should contact your bank immediately to provide the correct details. Once your bank has got the correct details, they will be forwarded to the beneficiary bank in an email or regular post letter. After the beneficiary bank has received this email or letter, the funds will be credited to XCOEX account, and then to your account.
4. If you have provided all the details correctly but failed to provide your account number in Payment Reference, your funds will have been credited to XCOEX, but cannot be credited to your account, as we classify such payments as unidentified. If this is the case, please contact us at [email protected] or through the feedback form on our website with a scanned copy of your wire transfer receipt and the XCOEX account number you wish the funds to be credited to.