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Frequently Asked Questions

How do I choose a reason for sending money?

There are some restrictions on the types of recipients you can send to in India. Your transfer could be delayed or put on hold if your recipient doesn't match the requirements. If you're not sure what reason to choose, review the information below for more information on who can receive your transfer: My NRE Account: Payments to an NRE account. Family Support: Payments to an individual. Real Estate Purchase: Payments for real estate purchases to an individual or estate developer. Education: Payments to an individual or school. Tax Payment: Tax payments to the Indian Tax Department. Disaster Relief Fund: Donations to the Prime Minister's National Relief Fund.

What information do I need from my recipient?

To send a transfer to India with Vance, you'll need the following information from your recipient: Full name Bank account number Phone number (if sending SMS updates to your recipient) Reason for sending

Are there limits on how much money I can send?

There are no limits as to how much you can send with the Vance app!

How long will my money take to reach India?

Vance enables real-time payments to India. Once you have initiated the transaction, your recipient should receive the money in no more than a few minutes. If you are facing issues or delays, chat with us here.

Can I have more than one account?

No. As Vance is a financial app, we do not allow more than one account. You can however create new accounts for your friends and family.

What happens if I create a duplicate account?

Vance uses name, phone number and date of birth as identifiers. If we detect a duplicate account, we will suspend the account.

Why do I need to verify my documents?

As per regulations, we need to verify your identity and address to activate international transfers via Vance. This helps us protect you from potential fraud and impersonation.

What are the advantages of using Vance?

Vance provides transparent, quick, and affordable cross-border payments. With Vance, you can send money back home instantly and without any hassle. We use live google rates to convert your money!

How do I join Vance?

Just download the app from the Play Store (Android) or App Store (iOS), then follow the simple onboarding instructions. After signing up, you’ll need to verify your identity, and then, you can use the app to send money to anyone in India.

How do I delete my Vance account?

To delete your account, reach out to the Vance team through email - help@vance.tech

What are the limits for transfer?

Vance does not impose any limits on transfers. As all of our customers go through a KYC (Know Your Customer) process upfront, which allows us to offer no-limits on our platform. Please note that larger transactions might face a delay for additional checks.

What if the money doesn’t reach within the time specified?

At Vance, we try to deliver on the promises we make. In case your transaction is delayed, we will notify you over email and phone. One of our team members will be in touch to make sure your transaction is processed at the earliest.

How will I know if the money has reached the recipient?

Vance sends regular notifications informing users about the status of the transaction. Users can see where exactly their money is and how long it will take to reach their recipients. Once the money reaches, Vance will send you a text message and email to relay the same!

Where will you refund my money?

You can select the account you want your refund to be processed to. Simply reach out to help@vance.tech with your account information!

How long do refunds take?

Refunds will be processed within 48 hours. The Vance team will be in touch with you to determine the account the refund should be processed in.

Why do I need to send money to Vance’s bank account?

If your bank is not supported by Plaid, you will need to transfer the amount to Vance’s bank account first. After this amount is credited to our account, we’ll send the amount to your recipient. You can expect the recipient to receive the amount in under 10 minutes.

What payment methods does Vance support?

Vance supports payments via two modes: Direct transfer via Plaid Plaid is a payment gateway that connects directly with your bank to initiate the transfer. Bank transfer This requires you to initiate a transfer to Vance’ bank account, and after the payment is credited to Vance, Vance transfers the money to your recipient’s account. In both cases, you can safely expect the recipient to receive the money in less than 10 minutes.

Why was my transfer canceled?

We are sorry for the inconvenience. Please reach out to us at help@vance.tech and we will help resolve this as soon as possible.

Where can I check the status of my transfer?

You can check it from the recent transfers tab on your home screen

How do I download a transfer receipt?

Please reach out to help@vance.tech and we will email you the receipts for your transaction

How do I download a statement?

Please reach out to help@vance.tech and we will email you the statement for your account.

Will the data I share be safe?

Vance treats all customer related data with bank level security. Your data is safe on our platform and protected with the highest level of encryption.

Is my money safe?

Yes, Vance works with industry leading platforms to provide remittance service to India. Our partners are regulated by the FCA in the UK and we strive to maintain bank level security for all your transactions.

What is your privacy policy?

Please click here to read about our privacy policy

How long will Vance store my data?

Vance does not store any personal information of our users. We do store your transaction history till the time your account stays active with us. We do this to be able to give you support for your transactions.

How is Vance regulated in the UK?

Vance works with regulated entities to enable cross-border transactions. Vance in itself is not licensed by FCA or any financial institutions.

Will I get a discount or other offers on my transactions?

Yes. To begin with, we are offering all our users their first 3 transactions for free. For more offers, stay tuned to our website and sign up for updates.

How much does Vance charge for international money transfers?

Vance charges a flat 3 GBP fee per transfer from the UK to India. This is a flat fee, regardless of the amount of money transferred. This apart, we add zero mark-up to the live conversion rate.

What are live rates? How is it calculated?

Live rate (also known as mid-market rate) is the rate between the buy and sell price of any currency pair at any given moment.

How does Vance convert currency at live rates?

We have partnered with financial institutions that provide us with live market rates. At the time of transfer, Vance will show these rates to you without adding a margin. We do this to ensure that you get the best conversion rates for every transfer

How do I reach out to the Vance support team?

We are available 24/7! Email us at help@vance.tech or chat with us on Whatsapp or iMessage.

How do I make a complaint?

We are available 24/7! Email us at help@vance.tech or chat with us on Whatsapp or iMessage. We will work to resolve your query as soon as possible

How can I contact your team?

We are available 24/7 at +44XYZ. Please reach out to us for any questions you might have.

Can I get live rate alerts?

Hold tight, we will be rolling out this feature soon. If you want new products before everyone, join our beta user community here and stay ahead of the curve!

How to sync my contacts with Vance?

Vance will ask you for permission to access your contacts. Once you click yes, we will sync your contacts with your Vance account.

How do I add or delete recipients?

You can add, delete or edit your recipients from the manage recipients tab in the menu.

What currencies can I send to and from?

Currently we support transfer from GBP to INR only. More currencies will be added very soon. Stay tuned!

Still can’t find what you are looking for?

We’re always happy to chat or get feedback.