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Account, login and registration
The SMS-OTP is an essential part of the login process and is another way of keeping your account safe and secure.
Pay2Home uses SMS-OTP at certain locations on the site, typically where extra security is required to protect your account.
You will be sent a six digit pass code via SMS. Enter the code into the box labeled SMS-OTP and you can continue with your transaction.
Before you can send money, Pay2Home needs to take photocopies of
your identification card and passport as part of local Monetary Authority regulations.
We only need to take copies of your documents once. Following this initial meeting,
you will be a confirmed customer and will be free to send money online or at one of our shops at your leisure.
In order to confirm your account status we need to receive copies of your identity documents in order to confirm your account status; we will then be able to send your funds on to your beneficiary. The requirements vary between countries depending upon local Monetary Regulations and Pay2Home policy. Please see below for the confirmation requirements for your particular country.
For Singapore Customers: If you are a Singapore based customer then we will need to meet you face-to-face to confirm your identity. At this time we will need to see your original passport or Singapore Identity Card. We will also need to make a copy of your ID document. You can visit one of our Pay2Home shops to complete the Know Your Customer process to confirm your status and drop off the documents. Should you have any trouble doing so, please contact our customer service representative at +65 63722474 or write to customerservice@pay2home.com. For Hong Kong Customers: If you are a Hong Kong based customer then we need to get a copy of i) your passport or HK Identity Card ii) your proof of address. This can be a copy of a bank statement, utility or phone bill clearing showing the residential address you used to register with Pay2Home. You can email a photocopy, scan or photograph of the documents to customer services. We do not need to meet you face-to-face providing that your FIRST transaction is funded via bank transfer or cheque from your personal bank account. If you wish to pay cash for your first transaction then we will need you to visit one of our branches to confirm your account.
To change your email address you'll need to click on MY ACCOUNT to reveal your login and contact details for editing.
Select the word Change next to your email address and you will be prompted to give your password and then to type your new email address.
You will then be asked to retype it again for security purposes.
A verification email will then be sent to your new email address,
just click on the link to log back in and verify your email account.
To change your password you'll need to click on MY ACCOUNT to reveal your login and contact details for editing.
Select the word Change next to your password and you will be prompted to give your current password
and your new password twice for security purposes. You will then proceed to the confirmation page.
To change your mobile number you'll need to click on MY ACCOUNT to reveal your login and contact details for editing.
Select the word Change next to your mobile number and you will be prompted to give your password followed by your new mobile number.
You will then be sent an SMS-OTP (see above) with an input code.
Simply input the six digit pass code where prompted and your mobile phone number change will be complete.
To change your secret question you'll need to click on MY ACCOUNT to reveal your login and contact details for editing.
Select the word Change next to your secret question and you will be prompted to give your password.
You can then select your new secret question and new secret answer. You will then proceed to the confirmation page.
You can change most of your personal details yourself online. Simply click on "My Account" and update your details accordingly. In order to change some details such as name, nationality or address you will need to contact customer services and tell us what and why you need to make the change. Our customer service staff will be glad to assist you.
Beneficiaries
A beneficiary is a unique combination of the person and method by which they will receive their money.
You need to setup a beneficiary for each end point through which you want your money to be received.
For example, if you wish to send money to your own account with a bank in the destination country then
you will need to create a beneficiary with your own name and your bank account details in that country.
If you want to send money to your mother's account then you need to create a beneficiary with her name and her bank account details.
To create a beneficiary select New Beneficiary from the Beneficiary menu at the top of the screen.
The resulting screen will prompt you to input the contact and payment details for the beneficiary.
You should check the details carefully to confirm that they are correct before continuing to create a payment.
Once you have created a beneficiary Pay2Home will remember the details for future transactions.
To make a payment to your beneficiary at any point in the future, simply initiate a New Payment
from the menu at the top of the screen and select the corresponding beneficiary when prompted.
A reference text or number can be indicated in the ?Ref No/Student ID/ Inv No? field,
if you would like to indicate to the beneficiary?s statement from whom the payment
had originated from or payments for invoices.
This field will only be made available to the beneficiary if the payment system in the destination country allows it to be included. Should the payment system in the country and the transaction type you have selected is not able to accept reference details, please forward a copy of the invoice to the beneficiary. The following are the countries where the reference can be informed to the beneficiary.
Sending money
Making a payment is easy: follow these simple steps.
First ensure that you have created your beneficiary.
If you haven't then you need to do so by clicking on the Beneficiary->New Beneficiary
menu at the top and entering the details when prompted. Once a beneficiary has been
created simply create a new payment by clicking on Payment->New Payment in the top menu
and following the prompts.
In order to send your money, Pay2Home must first be able to reconcile your payment within its bank accounts. We get many payments for the same amount and this can become quite a time consuming process. By asking you to send an odd amount, it makes the reconciliation of your payment much easier. This in turn means we can provide you with a faster and cheaper service.
This small amount is NOT an extra fee. It's just an extra small amount that you send that helps us identify your payment. This extra small amount is delivered to your destination currency and delivered along with your payment If you are sending money to multiple beneficiaries then this random small amount will be added to the amount sent to the first beneficiary.
Yes, if for any reason you are unhappy with the random small amount generated, you may click the Regenerate button to change the amount.
By selecting the "Cash in ATM" check box you have indicated that you intend to make your payment to Pay2Home via an electronic cash-in-deposit machine (only available in some countries). As these machines do not accept coins the amount paid must be a round figure that is acceptable by the machine. When you select "Cash in ATM" the Random Small Amount will be disabled and set to zero. Furthermore you will only be able to enter amounts divisible by $10 in Singapore, and $20 in Hong Kong.
Singapore
You may make payment to Pay2Home via one of the methods listed below. The availability of the payment options is subject to the channel that you use to create your transaction. Pay2Home branch
For payments via bank transfer and cheque, we require you to specify your Customer Reference Number as your payment reference. For payment via Internet Bank Transfer, please opt to transfer using FAST for us to receive your funds in the shortest possible time. Our bank details are:
Hong Kong You may make payment to Pay2Home via one of the following methods: Pay2Home branch
For payments via bank transfer and cheque, we require you to specify your Customer Reference Number as your payment reference. Our bank details are:
Once you initiate a transaction with Pay2Home your transaction is considered final.
In the event that your transaction fails due to an issue in delivering your funds to your beneficiary or through any fault of Pay2Home then Pay2Home will refund your transaction once it retrieves the money from the destination country. Note that refunds may be subject to charges resulting from FX fluctuations. If you need to cancel a transaction with Pay2Home after you have paid for it, please contact our staff at customerservice@pay2home.com as soon as possible. Please note however that retrieving a payment once it has been credited to an end beneficiary is not possible.
The rates applied to your online transactions are set by our treasury and cannot be modified for individual online transactions.
We update our rates regularly and pride ourselves on always offering competitive rates.
We are able to offer better rates for Corporate and larger value transactions. If you are a Corporate or are sending a larger amount of money (over SGD 10,000 or HKD 50,000) then please email us at customerservice@pay2home.com and ask about our Premier services. If you feel our online rates are not competitive we welcome your feedback to customerservice@pay2home.com.
Check that these status match those in the control panel when you click on a status in the summary transaction page.
Failed transactions, modifications and cancellations
If you think you have made a mistake, for example in putting the wrong beneficiary name,
then you can modify the transaction yourself by clicking on the Payment->Payment History
menu item at the top of the screen and selecting Modify alongside your transaction.
Please note this can only be done when the transaction is first initiated. Once we release it for clearing we cannot change it.
If you are unable to modify the transaction you will need to contact customerservice@pay2home.com as soon as possible so we can attempt to rectify the issue. Please be aware that as with a bank transfer, all transactions made with Pay2Home are binding contracts. You may be liable for some or all of the transaction value to cover exchange rate movement.
The most common reason for a failed transaction is incorrect beneficiary name or ID details. Please note the transaction payment types below and related possible errors and then double check the details given in your transaction. You can modify a transaction by selecting PAYMENT -> PAYMENT HISTORY and (in the transaction table) - Modify.
Possible errors
Certain parts of the transaction are available for modification but not all. This is because a modification to the destination country or to the sending amount for example, would result in changes to the total amount sent. Please be aware, that as with a bank transfer, all transactions made with Pay2Home are binding contracts. Once you create a transaction, you are liable for the total transaction amount.
Generally no, as all transactions made with Pay2Home are binding contracts as set out in our Terms and Conditions.
In exceptional circumstances a cancellation may be possible, please contact customer services for more information. Please note,
refunds may take up to five working days to be credited to an account.
Safety and security
Our systems conform to the highest internet banking standards and regulations and we only use licensed banking partners in our distribution countries. Access to Pay2Home.com is encrypted using 128 bit techniques (the same as your bank uses).
Furthermore, access to Pay2Home.com involves dual factor authentication so we know we are really dealing with you - the customer. All confidential data is stored in an encrypted and secure form within our system, our staff do not have access to your password. We also never provide customer information to third parties (unless legally bound to do so or requested by you). For more information on how to protect yourself online, see below.
The local monetary authority guidelines are as follows:
Question not answered? Submit your question to us
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Contact Us
Pay2Home Shops in Singapore
City Plaza 810 Geylang Road Payar Lebar Singapore 409286
Clementi
#01-207 Clementi Central Blk 447 Clementi Ave 3 Singapore 120447
Tampines
#01-250A HDB Branch Office Blk 510, Tampines Central 1 Singapore 520510
Jurong East
#01-279 Blk 132 Jurong East Street 13 Singapore 600132
Toa Payoh
#01-574 Toa Payoh Blk 190 Lorong 6 Singapore 310190
Bedok
#01-371 Bedok Blk 205 North Street 1 Singapore 460205
Pay2Home Shops in Hong Kong
City Garden 83A Ground Floor, Blk 7-13, City Garden, 233 Electric Road, North Point Hong Kong
Ap Lei Chau
Unit E20A Floor G, Marina Square, East Commercial Block South Horizons, South Horizon Drive, Ap Lei Chau, Hong Kong
Customer service:
Singapore: +65 6372 2474 Hong Kong: +852 5801 7072 Operating Hour: Mon to Fri - 9am to 7pm. For assistance outside of these hours, please email: customerservice@pay2home.com |
