Question 1

How can I make payments to another WorldFirst account?

Accepted Answer

You can make free and instant payments to other WorldFirst customers. In your World Account, click 'Payments' in the top navigation and select 'Send & withdraw', select 'Single payee' and 'World Account', enter the payee’s World Account receiving ID including the prefix 'WF', enter the optional payment reference and click 'Next', choose your preferred payment currency, enter the payment amount and click 'Next', confirm via two-factor authentication (2FA), review all payment details, select 'Submit'. A confirmation screen will show that the payment has been made, and you can view payment details under your 'Statements' tab in the main navigation.

Question 2

How do I transfer between different receiving accounts?

Accepted Answer

Funds received into receiving accounts are pooled into your balance of such currency. You can make conversions across your different balances by selecting the currency and amount that you want to 'sell' and the currency that you want to 'buy'.

Question 3

In which currency can I make a payment?

Accepted Answer

WorldFirst supports 92 payout currencies: AED, AUD, BGN, BHD, BWP, CAD, CHF, CNH, CZK, DKK, EUR, GBP, HKD, HUF, IDR, ILS, INR, JPY, KES, KRW, LKR, MAD, MUR, MXN, MYR, NOK, NZD, PHP, PKR, PLN, QAR, RON, SAR, SEK, SGD, THB, TRY, USD, VND, ZAR, ALL, BND, AOA, ARS, BAM, NPR, BMD, BOB, TWD, BSD, CRC, DJF, DOP, FJD, GEL, GNF, GTQ, HTG, KHR, LAK, LBP, MNT, MVR, NIO, PGK, PYG, SBD, SCR, SRD, TOP, TZS, UGX, XAF, UYU, XPF, RSD, AMD, BIF, CDF, CVE, GYD, KGS, LRD, LSL, LYD, GHS, NGN, IQD, JOD, OMR, KZT, ZMW.

Question 4

How long will my payments take?

Accepted Answer

The speed at which your payments are made depends on several factors such as the currency of your outgoing payments, the payee’s bank and country, and the size of the transaction. EUR to Europe, GBP to the UK, USD to USA, SGD to Singapore, HKD/USD to Hong Kong, AUD to Australia, and NZD to New Zealand are usually processed within one business day. For other currency/country combinations, allow 1-2 additional business days. In some cases, the beneficiary’s bank may require an extra business day. For specific currency timelines, contact WorldFirst.

Question 5

Which payee details do I need to transfer money?

Accepted Answer

When entering a payee, relevant information depends on the currency and beneficiary country. Examples: Europe – IBAN and SWIFT; Australia – account number and SWIFT or BSB code; New Zealand – account number, 6-digit bank code and SWIFT; US – account number and ABA routing number or SWIFT; UK – account number and sort code or SWIFT and IBAN; India – account number, SWIFT and IFSC number, reason for transfer; China – account number, SWIFT; Mexico – account number, 18 digit Clable and SWIFT; Singapore – account number and SWIFT; Japan – account number and SWIFT; UAE – IBAN and SWIFT.

Question 6

How does my payment appear on my payee’s account?

Accepted Answer

Because we are making the payment on your behalf, the transfer will appear in the payee’s account with either your name/company, WorldFirst, or one of WorldFirst’s payment partners.

Question 7

How can I cancel a payment?

Accepted Answer

Scheduled payments can be cancelled at least one day before the scheduled date. In your World Account, click 'Payments' in the top navigation, select 'Transaction management', go to 'Pending payments', select the pending payment, and click 'Cancel' under 'Actions'.

Question 8

What should I do if my payee details are incorrect?

Accepted Answer

If the account number, name, address, or payment reference entered are incorrect and the payment has not been processed, you can cancel it. If already processed, WorldFirst may request a change from the beneficiary bank, though in some cases you must wait for the funds to be returned. This depends on currency, bank, destination, and payment method. If the payment has been sent to the wrong bank due to incorrect SWIFT/BIC/national bank code, you must wait for the money to be refunded or request a payment recall.

Question 9

How can I make multiple payments at once?

Accepted Answer

You can pay up to 25 verified payees at once. For more, upload an Excel file with payees’ names and payment amounts, allowing up to 200 payments per currency. Unverified payees can also be added via batch upload. Refer to the 'Making Multiple Payments' guide for detailed steps.

Question 10

When will my payments go out to my payee?

Accepted Answer

Payments are sent on the date selected during booking. Your payee may not access funds immediately as their bank might need time to clear them.

Question 11

Can I make same-day payments?

Accepted Answer

Yes, for EUR, USD, or GBP. Cleared funds must arrive before cut-off times: EUR – 13:00, GBP – 14:00, USD – 14:00 UK time. Payments after cut-off may be attempted same day but are not guaranteed and may process the next business day.

Question 12

What is an automatic transfer?

Accepted Answer

Automatic transfers are rules set on your World Account to schedule payments. You can pay a specific payee monthly or withdraw funds to an external account when your balance reaches a set amount. In your World Account, click 'Payments', then 'Automatic transfers'. Refer to the 'Make Automatic Payments' guide for detailed steps.

Question 13

Where can I find the status of my payment?

Accepted Answer

In your World Account, click 'Payments', then 'Transaction management', and select 'Pending payments' to see all payments due to be sent.

Question 14

Can I schedule a future payment?

Accepted Answer

Yes. Schedule a single payment for a future date or multiple recurring payments (daily, weekly, monthly, quarterly). You can also schedule payment of your whole balance in a currency when a minimum amount is reached. If the minimum amount hasn’t been reached, the payment will be checked again on the next payment date.

Question 15

What happens if my funds don’t arrive?

Accepted Answer

If funds don’t arrive, contact WorldFirst to start an investigation. Common causes: further information requested by banks, incorrect details, or value date differences. For most payments, you can request a copy of the outbound payment message sent to the payee bank to help verify the transaction.

Question 16

What if I want a payment to be returned?

Accepted Answer

WorldFirst can initiate a payment recall on a 'best endeavour' basis. The payee may need to authorise the return. Contact your account manager to see what’s possible.

Question 17

What happens if I’ve provided the wrong payment details?

Accepted Answer

If incorrect details are reported before processing, changes may be possible. If already processed, amendment requests may be issued to the payee bank, or you may need to wait for a return. Options depend on currency, bank, and destination. If payment has been made to the wrong bank (e.g., wrong SWIFT/BIC or sort code), options are to wait for a return or recall the payment.

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