Frequently Asked Questions

e-Pocket is a European financial company that facilitates cross-border money transfers.

A remittance transaction is a money transfer made from an individual living in one country to another individual in a different country. These funds are typically sent to family members, loved ones or for businesses, for various reasons such as providing financial support, helping with education expenses, payments for goods and services, or even for investment purposes.

Use e-Pocket. We have no limits on your transfers, neither in terms of size nor how many transfers you can complete. Whether you’re buying property, paying employees or growing your business, we make your life easier.

1. Go to e-pocket.com.
2. Click ‘Create Account’ in the top right-hand corner of the screen.
3. Fill in your details.
4. Set up your password.
5. You will then be directed to verify your identity by completing the KYC (Know Your Customer) process. Ensure you upload a well-lit photo of your ID document.
6. Once your ID document is accepted, a facial recognition test will occur. Position your face within the green circle and wait until the screen shows a green tick.
7. A verification email will be sent to your registered email. Click the link in the email and your account is ready to go!

1. Open the e-Pocket app and click ‘Create Account’.
2. Fill in your details.
3. Set up a password.
4. You will then be directed to verify your identity by completing the KYC (Know Your Customer) process. Upload a well-lit photo of your ID document.
5. Once your ID document is accepted, a facial recognition test will occur. Position your face within the green circle and wait until the screen shows a green tick.
6. A verification email will be sent to your registered email. Click the link in the email and your account is ready to go!

1. Once logged in to your e-Pocket account, you will be prompted to enable your 2FA.
2. You will see two sections ‘2-step verification’ and ‘Change password’. For enabling 2FA, please ignore the ‘Change password’ section.
3. Click ‘Enable’ next to ‘2-step verification’.
4. Download the ‘Google Authenticator’ app from your mobile app store.
5. Open the app. If you’ve never used the app before you’ll be prompted to ‘Scan a QR code’. If you’ve used the app before, simply click the ‘+’ button in the right hand corner and click ‘Scan a QR code’.
6. Once the QR code is scanned a 30 second code will appear, enter the code into the e-Pocket page and click ‘Submit’. 7. Your 2FA is now enabled. Please note every time that you login to your e-Pocket account, you will be required to enter a code from your 2FA app. The code only lasts for 30 seconds before it changes to a new code.

1. Go to the login page and click ‘Forgot Password’.
2. Enter the mobile number attached to your e-Pocket account and click ‘Submit’.
3. If you’ve previously enabled 2-Factor Authentication on your account, enter the code from your mobile application into the e-Pocket page and click ‘Submit’. If you have not enabled 2-Factor Authentication, a verification code will be sent to your email address, enter this code into the e-Pocket page and click ‘Submit’.
4. Enter your new password and click ‘Submit’. Ensure you include a combination of lowercase and uppercase letters, as well as numbers and one special character.

Yes, creating an e-Pocket account is completely free. We do not charge any fees for the account creation process.

To guarantee safe and secure transactions, we need to ensure your identity is verified. We create watertight identification processes so your money is safe from fraudulent activity.

Documents required for identity verification on e-Pocket include: a Government-issued ID (e.g., passport, driver's license), and a selfie for facial recognition.

Each e-Pocket account must be associated with a unique email address and phone number. Only one e-Pocket account is permitted per individual.

e-Pocket places no specific limits on the size of your transfers.

It is crucial to double-check the recipient's debit card information before initiating a transfer. If there is an error, please contact our customer support as soon as possible to rectify the situation.

We offer business accounts and features that allow businesses to send money to employees and suppliers. Please contact our customer support and we will help you to create your business account.

Some transfers may be able to be cancelled if they are in a pending or processing state. If you need to cancel a transaction, talk to our customer service as soon as possible.

If your transfer is successfully cancelled, the funds will be credited back into your account.

Once a transfer has been completed or received by the recipient, it cannot be cancelled. It is therefore crucial to verify the details and review your transfer carefully before confirming it.

If you made an error in the transfer details or there is an issue with the recipient's information, contact our customer support as soon as possible. We can provide guidance on how to address the issue and may assist in correcting the transfer or cancelling it if necessary.

Yes, we have a dedicated customer support team available to assist you with any questions or concerns you may have. You can reach out to us through our website or contact information provided.

If you suspect any fraudulent activity, immediately contact our customer support and your bank. We take fraud prevention seriously and will work with you to resolve any issues.

Yes! We pride ourselves on being there for our customers. If you contact us within business hours we will respond in real time, via phone or live chat.