Help Centre

How can we help?

Browse our help centre for any queries you may have.

Getting started
Using Velapay
Accounts
Business
Complaints

Getting started

Simply hit the ‘Sign up‘ button on our website or download our app and follow the instructions.

If you have an iPhone or an Android phone, all you need to get started is to download the Velapay app.

You can find the Velapay app on the iOS App Store and the Google Play Store.

To open and manage your Velapay account, you’ll need an iPhone or an Android phone.

You can also access your Velapay account from your desktop browser, to check your balance, browse your transactions and download statements.

To do this, head to Velapay for web and follow the instructions to log in.

You can find out more about Velapay for web on our blog.

Regarding GBP transfers to a UK bank:

  • If the counterparty bank supports Faster Payments it can take at most 2 hours;
  • CHAPS (the Clearing House Automated Payment System) can take up to 1 day;
  • If the bank only supports BACS (the Bankers’ Automated Clearing System), it can take up to 3 days.

For EUR transfers to a bank account domiciled in SEPA (the Single Euro Payments Area):

  • Max 3 working days (usually it is 1 or 2 working days);
  • If the recipient’s bank supports SEPA Instant Credit Transfer scheme, then the transfer should be almost instantaneous.

As for Indian Rupee (INR), Indonesian Rupiah (IDR), Malaysian Ringgit (MYR) and Philippine Peso (PHP), they may take up to 1 day to be processed.

For all other cases, you will have to use your SWIFT account details for the respective currency account, and the transfer might take up to 5 working days.

Please keep in mind that:

  • Some banks don’t process transfers during weekends and bank holidays. Transfers are processed during working days only;
  • We can’t accept transfers with incorrect recipient details, like account number typos;
  • All banks and payment service providers are required to run checks on your payments to comply with regulations, which may cause delays;

The timeframe should be calculated from the moment the transfer was actually sent out, not from the moment the transfer request was submitted.

As a regulated body, and in line with our Terms and Conditions, we are required to understand our clients’ activity. This means occasionally we review accounts and may request additional information from those accounts. We do this to make sure your money is safe and that we meet our legal requirements.

Depending upon how your business generates money, we may need you to upload the following documents in order to verify your source of funds:

  • Your external bank account statements (please make sure your main income is visible)
  • Invoices issued to your key customers
  • Acquirer Statements such as Stripe or PayPal

We also accept the following signed and dated documents:

  • Funding/Subscription agreements
  • Purchase Agreements/Contracts
  • Loan Agreements

Please note that we cannot accept or recognise any activity on your business account that is related to your personal spending. For your personal expenses we recommend you set up a personal Wizzpay account.

Note: we may contact you in order to clarify any other activity on your account aside from your Source of funds.

To open a Velapay account you simply need to sign up using our website or on our app, which should only take you a few minutes to complete. Once you’ve submitted your application, our team will get in touch with you.

Velapay business is available for companies and sole traders who hold a physical presence in the UK and EEA.

Transfers can take as little as 15 seconds, but depending on the destination it can take up to 3 days.

If you have a complaint, or want to get in touch regarding our service. You can do so by:

Email: info@velapay.co.uk

Telephone: +44 (0) 20 3048 5577

Alternatively, you can write to us at:

Velapay
International House,
36-38 Cornhill,
London
EC3V 3NG

How can we help?

Browse our help centre for any queries you may have.

Simply hit the ‘Sign up‘ button on our website or download our app and follow the instructions.

If you have an iPhone or an Android phone, all you need to get started is to download the Velapay app.

You can find the Velapay app on the iOS App Store and the Google Play Store.

To open and manage your Velapay account, you’ll need an iPhone or an Android phone.

You can also access your Velapay account from your desktop browser, to check your balance, browse your transactions and download statements.

To do this, head to Velapay for web and follow the instructions to log in.

You can find out more about Velapay for web on our blog.

Regarding GBP transfers to a UK bank:

  • If the counterparty bank supports Faster Payments it can take at most 2 hours;
  • CHAPS (the Clearing House Automated Payment System) can take up to 1 day;
  • If the bank only supports BACS (the Bankers’ Automated Clearing System), it can take up to 3 days.

For EUR transfers to a bank account domiciled in SEPA (the Single Euro Payments Area):

  • Max 3 working days (usually it is 1 or 2 working days);
  • If the recipient’s bank supports SEPA Instant Credit Transfer scheme, then the transfer should be almost instantaneous.

As for Indian Rupee (INR), Indonesian Rupiah (IDR), Malaysian Ringgit (MYR) and Philippine Peso (PHP), they may take up to 1 day to be processed.

For all other cases, you will have to use your SWIFT account details for the respective currency account, and the transfer might take up to 5 working days.

Please keep in mind that:

  • Some banks don’t process transfers during weekends and bank holidays. Transfers are processed during working days only;
  • We can’t accept transfers with incorrect recipient details, like account number typos;
  • All banks and payment service providers are required to run checks on your payments to comply with regulations, which may cause delays;

The timeframe should be calculated from the moment the transfer was actually sent out, not from the moment the transfer request was submitted.

As a regulated body, and in line with our Terms and Conditions, we are required to understand our clients’ activity. This means occasionally we review accounts and may request additional information from those accounts. We do this to make sure your money is safe and that we meet our legal requirements.

Depending upon how your business generates money, we may need you to upload the following documents in order to verify your source of funds:

  • Your external bank account statements (please make sure your main income is visible)
  • Invoices issued to your key customers
  • Acquirer Statements such as Stripe or PayPal

We also accept the following signed and dated documents:

  • Funding/Subscription agreements
  • Purchase Agreements/Contracts
  • Loan Agreements

Please note that we cannot accept or recognise any activity on your business account that is related to your personal spending. For your personal expenses we recommend you set up a personal Wizzpay account.

Note: we may contact you in order to clarify any other activity on your account aside from your Source of funds.

To open a Velapay account you simply need to sign up using our website or on our app, which should only take you a few minutes to complete. Once you’ve submitted your application, our team will get in touch with you.

Velapay business is available for companies and sole traders who hold a physical presence in the UK and EEA.

Transfers can take as little as 15 seconds, but depending on the destination it can take up to 3 days.

If you have a complaint, or want to get in touch regarding our service. You can do so by:

Email: info@velapay.co.uk

Telephone: +44 (0) 20 3048 5577

Alternatively, you can write to us at:

Velapay
International House,
36-38 Cornhill,
London
EC3V 3NG

Sign up today for a free Velapay account.