Customer Support

FAQs

Everything you need to know about Velox Payment

What identification documents can I use to verify my identity?

If you live in the U.K, you can verify your account using a UK government-issued identity card. Examples are:
‍
1. U.K residence permit
2. U.K driver’s license
3. British passport
4. Biometric Residence Permit (BRP)
‍
If you live in Canada, you can verify your account with any of the following Canadian government-issued identity cards. Examples are:
‍
1. Canadian driver’s license
2. Residence permit
3. Canadian passport
4. Provincial card

How do I sign up on the Velox App?

Download the Velox App on the Google Play store and App Store and provide details such as your name, address, email address and phone number. Please note that Velox only supports users in Canada currently.

What is the fee to transfer money with Velox?

Money transfer on Velox is completely free. There are no hidden charges or fee.

Is there a limit to how much I can send?

Transaction limits vary based on where you are sending money to and from. Click here (the link takes them to a contact us form) for more information on transaction limits. Note that you will need to complete your KYC verification, to access maximum daily transaction limits.

Which countries do you operate in?

We are launching in Canada very shortly, with other countries soon.

What type of account is my Velox Account?

Your account is a Virtual account that holds e-money. E-money is defined as an electric alternative to cash. On receipt of money into the velox ecosystem, you will be issued with an equivalent value of e-money to undertake operations within the velox ecosystem.

How do I keep my account secure?

We do everything we can to keep your money safe. We ask you do the same by keeping your security details safe. We encourage you to disguise or protect them should you write them down. You should not disclose your security details with anyone.

Customer Support

Can I close my Velox account?

We hope that you never have to, but if you ever feel the need to delete your account, please contact the customer support team at support@veloxpayments.com

Who do I reach out to if I have a complaint?

You can now live chat with an agent on the Velox mobile app or contact the customer support team at support@veloxpayments.com

What happens if I send money to the wrong recipient by mistake?

Before confirming any transfer, please double-check your recipient information. There is no assurance of a reimbursement for transactions made to the incorrect account. To start a reversal, you would need to get in touch with your beneficiary. Please inform our support team as soon as you find you've sent money to the wrong account for further support.

How do I update my details?

Users can't make changes to their information once KYC is verified. If they want to, they have to reach out to support.