Frequently Asked Questions

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Can I amend or cancel a currency exchange once complete?

You cannot amend or cancel a currency exchange once complete. You can only exchange the currency back at the prevailing exchange rate.

Can I cancel an order I have made?

Travel money orders and currency transfers cannot be cancelled once these orders have been placed and confirmed by us.

Can I change my order?

Unfortunately, it is not possible to change or amend your order due to the nature of this product. 

Can I order multiple currencies in a single transaction?

Unfortunately, each currency purchase is processed individually and therefore need to be ordered separately. 

Can I pay by debit/credit card?

Yes, you can make / deposit payments via debit and credit cards, as well as online bank transfers and Sofort banking. Please note we charge a 2.5% surcharge on all credit card payments. 

Can I set up a business account?

If you want to open a Business account, please call our dealing deskbon 0207 014 3377 between 9.00am to 5.30pm or email us at support@thecurrencyaccount.com

Do I need to pay a monthly management fee or a yearly subscription charge?

There are no monthly or annual charges to use your account.

Do you run Credit Checks?

We do not run credit checks, you will however need to pass on-line identity checks at your registered address. This is run automatically when you setup your account and will not affect your credit history. 

Do you run Identity Verification checks?

Yes, all customers need to pass an online identity check at their registered address. This is run automatically when you setup your account and will not affect your credit history in anyway. We can confirm your identity by comparing your name, address and date of birth you enter on sign up against electronic databases made available to us by a trusted verification partner. If the details that you entered match the public / open records available, then your account will be instantly verified and you can use your account . If for any reason we are unable to confirm your details with our partner, you will be asked to provide manual documentation to confirm your identity and your address. Partner check verification does search some credit databases but because we do not check your credit eligibility, neither your credit rating or credit history will be affected in any way.

How can I change my personal details, such as my e-mail, address and name?

To change any one of these details on your account, please call one of our experienced customer service advisors on + 44 207 014 3344 between 9.00am to 5.30pm or if you prefer please e-mail us at support@thecurrencyaccount.com

How do I change my password, PIN or security question?

To change your password, PIN or security question, please log into your account with your current security details and select the tab where your name appears in the top right hand corner of the dash board. You will then be asked to confirm your current password, you can then change your password, PIN or security question and answer here. 

How do I close my account?

You can close your account anytime by contacting our customer services team on 0207 014 3344 between 9.00am to 5.30pm. There is no admin fee to close your account. 

How do I make a complaint?

Please follow our complaints procedure which can be found here http://thecurrencyaccount.com/complaints.html

How do I open an account and how long will it take?

You can join the revolution in 4 simple fast and easy steps;

 

1. Register with us on-line at thecurrencyaccount.com, this is a quick and will take less than a few minutes.

2. Simply load your funds electronically into your multi-currency account from your UK bank account

3. Exchange your funds at live market exchange rates with 0% mark-up using our integrated currency converter.

4. Enjoy up to 90% savings on all your money transfers or arrange a quick and secure home delivery of your currency.  

How do I refund the balance left in my account back to me?

To have the funds returned to your UK bank account, please log into your account and make an on-line money transfer payment into your UK account. If you prefer you can have the remaining cash sent to your home using our currency delivery service.  Standard fees and charges apply as normal. 

How old do I need to be to open an account?

To open an account with us, you must be 18 years or older to use our services and by opening an account you declare that you are 18 years or older. 

I have forgotten my password what should I do?

If you have forgotten your password, please click on ‘reset your password’ option which appears just below the ‘login’ button. An e-mail will be sent to your registered e-mail address with a reset password link. Please click on this link and follow the instructions. 

I have forgotten my registered e-mail, what should I do?

If you have forgotten the e-mail address registered to your account, please call one of our experienced customer service advisors on 0207 014 3344 between 9.00am to 5.30pm to assist you further. 

Is my money safe with The Currency Account?

Yes, The Currency Account takes a holistic approach to security, applying the best practice and technologies to every aspect of our systems, products, installations, networks and people.

 

In addition, all client funds are secure and are separated from company funds and held in different accounts. In the very unlikely event The Currency Account or our partners should go into liquidation, you can be assured that your funds will be safely returned to you. 

Is the service open to customers residing outside the UK?

Currently our services are only available to UK residents over the age of 18 years. 

Is there a charge to use my debit or credit card?

Please be aware that certain issuing banks may charge a cash advance fee when using Visa and MasterCard to make deposits. To avoid fees, please use a debit card instead. Please also note that The Currency Account will charge a 2.5% transaction fee on all credit card payments.

Is this a peer-to-peer currency exchange platform?

The Currency Account has developed a hybrid foreign exchange technology platform, combining the peer-to-peer model with direct market access. This intelligent combination of liquidity sources ensures that users always exchange currency instantly at the best exchange rate available. With The Currency Account users do not need to pay over an additional mark-up, wait for a ‘match’ or a refund at the end. The rate is always certain and the entire exchange is completed within seconds.

What exchange rate will I get and when will I get my currency?

You can view the current exchange rates on the homepage of the website at www.thecurrencyaccount.com The Currency Account offer all our customers live market exchange rates with no additional hidden mark-up. You will always receive the true live market rate whenever you request a currency exchange.

What is Sofort banking?

Sofort banking is an online payments system for customers with Sofort enabled GBP bank accounts in the UK. With the Sofort payment system, you can transfer money to your Currency Account quickly, securely and easily.  Sofort payments are only available on transfers under £8000. Also, if you’ve paid for something else via Sofort that day, it will affect the maximum amount Sofort will let you transfer to your Currency Account. To pay by Sofort, at the ‘add funds stage’, click ‘next’, you will then need to enter the amount you want to load to your Currency Account. Then you will be taken to Sofort’s payment system. From there, simply log into your online bank account and follow the steps on screen. Once the Sofort payment is confirmed, your Currency Account will be credited with the amount transferred.

 

If Sofort is not supported by your bank, you will need to login to your online banking and transfer money to us, using your Account ID as the payment reference.

What is The Currency Account?

The Currency Account is a next-generation foreign exchange distribution platform pioneering a shift towards transparency and re-thinking the way consumers and businesses exchange currency. We have seamlessly connected our customers directly to the global foreign exchange markets so when it comes to currency exchange they no longer need to rely on high-street banks, currency brokers, money transfer agents or bureaus. Ultimately, we have ensured the optimum exchange rates, usually reserved for the power brokers, are now accessible to everyone and you can now get a much fairer deal when sending/receiving currency payments or purchasing travel money for your holiday.

When is the customer services department open?

Our experienced customer services team will be happy to answer all queries and concerns on 0207 014 3344 between 9.00am to 5.30pm. If you prefer please e-mail us at support@thecurrencyaccount.com

Which currencies do you support?

Currently The Currency Account offers Pounds, Euros and US Dollars. More currencies will be available soon.

Who is The Currency Account for?

Individuals and businesses that want to buy currency with confidence. The Currency Account is an easy, simple and reliable solution. You can take advantage of preferential exchange rates by buying currency in advance before you need it. The currency is held safely and securely in your account. You can use you currency for travel money purposes for your holiday with our fast efficient home delivery service or transfer money internationally with our online payments service.

Why do I need to be verified before opening an account with TCA?

The Currency Account is a regulated service, which means we need to know and understand the purpose of the transactions our customers are making. By ensuring various details about our customers and their transfers, we are able to satisfy our regulators and financial partners, at the same time keeping your money safe and secure.

Why does The Currency Account exist?

It is our belief that the financial industry needs to change. Unfortunately, too many institutions have a vested interest in making no change to the historic, inefficient ways of doing things so we are intent on launching a campaign to shape the future of currency exchange, travel money and cross-border payments. Our vision at The Currency Account is to bring fairness to the financial landscape through transparency and continuous innovation. If you want fairness and equality in foreign exchange rates, The Currency Account is your ally.

Why should I use The Currency Account?

Well, why go through the usual middlemen when you can do direct? Our technology platform ensures you can always access the ‘interbank’ exchange rates. You no longer need to waste time shopping around for the ‘best’ exchange rate. You can buy/sell foreign exchange with confidence knowing that you are avoiding all the usual currency exchange mark-up fees. You can now buy, sell, transfer or simply hold multiple currencies in a single secure Currency Account.