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Frequently asked questions

After we've received your registration documents, your receiving account details are normally sent to you within 10 working days. If you haven't received this email after 10 working days, please contact us immediately. You'll also be given a link to sign up to our online service – this lets you access the account and send funds at any time, day or night.

It’s free to open an account and we don’t charge fees for receiving money or any ongoing subscription costs.

There are no annual or monthly account charges. Please contact us to chat about our competitive collection fees.

Ensuring the safety and security of your money is central to our business. WorldFirst Group instead maintain high levels of capital. If you'd like a bank reference for us please give us a call, we'd be happy to oblige. You can find out more about where the companies under the WorldFirst Group are registered and regulated here. You'll find full information on our security page, where you can also download our audited financial statements.Email us to find out more.

There is no minimum duration for holding an account with us. If you want to close any of your accounts, please email to notify us. We reserve the right to close accounts where it is inactive or the turnover is very low over a three month period. If this happens, we'll contact you by email and you'll be given three months’ notice to resume operations through the account, otherwise it will be closed following this notice period.

You're given online access to your accounts, so you can log in and view current balances and credits at any time, however you won’t be able to see CAD and JPY balances. We’ll send CAD balance notification emails to you every Monday. JPY balances will be sent out once funds arrived and you’ll receive the confirmation from your Relationship Manager.

You can log into your online account and send out your balance(s) once your funds arrive. Please make sure you have added details of the beneficiary account on WFO before the funds come to WorldFirst. You can see how to enter these details in the answer to the question "How do I enter my bank details for my home account?" below.

Yes, you can view your balances when you log in to WorldFirst Online.

Log in to your online account and click on 'create a new beneficiary'. These details will come through to us to verify. Please note that we cannot send money to third parties - the account must be in your name or your company name. There is a mandatory currency conversion, please make sure that the account is denominated in a different currency to the one you hold in your WorldFirst account. If you are unsure on any of your bank details please check them with your bank.

USD funds credit the same day as they are sent out. EUR, GBP and other currency operations take 1-4 days to credit from the day they are sent out. If you're sending USD to China this can take up to 4 days to credit. In rare circumstances delays may occur. WorldFirst will do everything reasonably possible to ensure that funds arrive on time but is not liable for delays caused by intermediary or receiving banks.

Yes. You can view all incoming and outgoing funds for all of your accounts by clicking on the 'Your statement(s)' tab on the online system.

E-commerce marketplace sites that have been approved by WorldFirst. Please contact the team if you would like to know if a website that you would like to sell on is supported. If it's possible, the member of the team will tell you immediately.

We can open receiving accounts in the UK, USA, Europe, Canada and China. These accounts can only be used to receive funds from marketplaces in those countries.

No, the account is only used for the purpose of receiving funds in from the e-commerce site that you are selling on.

WorldFirst do not provide you with a credit card or an address. Please speak to your website representative when you upload the account details we give you. They will be able to help you or direct you.

There are many people who are able to certify documents. We can accept certifications done by any of the following individuals:

  • - Accountant who is a member of a recognised professional body
  • - Bank/building society official
  • - Embassy official
  • - Barrister
  • - Commissioner of oaths
  • - Justice of the Peace
  • - Serving police officer or Senior Civil Servant
  • - Solicitor/Lawyer/Barrister/Advocate who is a member of a recognised professional body
  • - Medical doctor
  • - Director, officer or manager of a regulated financial institution
  • - Notary Public
  • - Actuary who is a member of a recognised professional body

The certifier must confirm that:

  • - they have seen the original document; and
  • - the document signed is a complete and accurate record of the original; and
  • - the photograph bears a true likeness to the individual requesting the certification.

The certifier must also include all of the below information on each document that they certify:

  • - The date
  • - Their signature
  • - Their name and title printed clearly
  • - Their personal or business address
  • - Their contact number
  • - Their registration number (if applicable)

If forgot both User ID and Password, please contact us using your email address. If you forgot password, you can re-set it within WFO

There are two combinations.

1) Driver's license/Passport/My number (both sides) + 1 address confirmation document such as utility bill/credit card statement*/residence certificate

2) Other form of IDs (only juki card is accepted for this case) + 2 pieces of address confirmation documents such as utility bill/credit card statement*/residence certificate

*For utility bills and credit card statement for address verification, please submit the one with your personal name.

Please click "Forgotten password?" On the login screen. We will send you a temporary password to the registered e-mail address from the system.

If you can log in with a temporary password, please change your password.

The name you register should be the same as ID and the bank account information of the domestic receiving bank.

The first and most important step you can take if your beneficiary has not received funds is to make us aware.

WorldFirst can initiate a non-receipt investigation (trace) if funds have not reached the beneficiary in an appropriate amount of time. The most common reason for delays are below:

  1. Further Information Request: Our correspondent banks and/or their banking partners may request further information on a payment. It will be released when a satisfactory response has been supplied.
  2. Incorrect Details: Before launching a trace on your payment, it is a good idea to check the payment details with your beneficiary. If the details are indeed incorrect, an amendment would be more appropriate in most cases.
  3. Value Date: Select currencies cannot credit the beneficiary on the same day as we make the payment - your account manager will be able to confirm this detail for you.

For most of our payments, you may request a copy of the outbound payment message sent to your beneficiary’s bank. This will contain all the beneficiary details that you confirmed for the payment.

All of these details will provide the beneficiary bank an opportunity to verify the payment against their own records.

WorldFirst may be able to initiate a payment recall on a best endeavor basis if you require funds to be returned – just let your account manager know.

Similarly, as your beneficiary may have to authorise the return of the payment, it is essential to make them aware of their role in the investigation.

If you have provided an incorrect account number, name, address, or payment reference prior to the payment being processed on our side, we may be able to change the details for you.

In cases where the payment has already been processed by WorldFirst, we may be able to issue an amendment request to the beneficiary bank, although in some instances we may have to wait for funds to return in order to reprocess the payment. The course of action will be determined by the currency, bank or destination, so it is once again recommended to discuss this with your account manager.

Unfortunately, if a payment has been made to the wrong bank (i.e. your beneficiary has provided the wrong SWIFT BIC or sort code), our only options are to wait for a return of funds or to recall the payment from the incorrect destination.

It is advised that you log the incident with the appropriate local crime authority as soon as you have reason to believe the payment is fraudulent. It is also essential that you make your account manager aware as soon as possible, as this will give us a better chance to recover funds.

There are many factors to which can contribute to how long an investigation can take, such as – number of intermediary banks involved in the payment journey, if incorrect details have been supplied, or if a bank is holding the payment.

We assure you that WorldFirst will continue to keep you updated on the progression of the investigation; each case is reviewed on a 2 day basis.