FAQ

About Top Remit
What is a remittance?

"Remittance" is known as money transfer. Remittance facilitates customers to send and receive foreign currency between individuals. The services include paying household bills, healthcare, education and general living cost.

What is Top Remit?

Top Remit is an online money transfer service that allows you to send money abroad from a smartphone, tablet or computer. Money can be sent to bank accounts, for cash pickup, to an E-Wallet service and mobile airtime top-up.

Why would I use Top Remit service?

Our online service is simple to use, low cost, fast and secure. You can send money from a smartphone, tablet or computer anytime, 24/7. Money can be sent to bank accounts, for cash pickup, to an E-Wallet service and as a mobile airtime top-up. Top Remit is committed to keeping our customers and their money safe and secure. We use industry-leading technology to ensure our customers data.

Safe and secure
Is it safe to send money online?

Top Remit is licensed by Bank Indonesia as a Money Transfer Provider (11/11/MDN/1)

As a financially regulated company we need to ensure we know the identity of our customers – and this includes the source of the funds they pay with. Because of this, we need the funds to come from your own bank account.

Top Remit has special protection to maximize server security such as HTTPS / SSL usage, authentication, access control and data encryption. Regular back-ups, privacy data protection is also being done in order to continue to maintain the privacy of every customer.

I have sent money, what happens next?

We understand it is important that you know what happens to your money after you click send.

Both you and your recipient will receive a notification by email/SMS to let you know that the payment has been sent.

You will both receive a second notification when the transfer arrives at its destination.

If you want to ask anything about the progress of your transfer, our helpful customer service on [email protected]

Someone I don't know has asked me to send them money through Top Remit, should I?

We suggest not receiving and send money to people you don't know. Top Remit is not responsible for any losses due to shipments to people you do not know.

If you think you may be the victim of an online scam, contact your local police service.

ID Verification
What is the ID verification process?

To comply with Indonesia regulations, we need your full name, date of birth, occupation and residential address.
We will need the documents listed below:

  • KTP (National Identity Card)
    Please upload your photo ID, showing your full name, date of birth and address.
  • A 'Selfie' photograph with ID Card
    This needs to show your whole face and holding your ID so we can check this against your ID.

If you are unable to provide your KTP, we can accept the following documents:

  • International Passport
  • KITAS/KITAP/KIM
  • Utility bill or letter of employment
Please note: we will need both your passport/employment pass and a utility bill if you are unable to provide the KTP.

Sending money
Where can I send money to?

You can choose a destination country by going to topremit.com or Top Remit Apps.

Why can't I send money to a particular country?

We will keep adding more supporting country to fulfill our customers need.

If you don't see the country you want now, sign-up to Top Remit and you will receive an email notification when we add new destinations.

Sending to China?

You must provide receiver name in Chinese character (not pinyin or English) or the exact name on receiver bank account.

If the receiver is not China resident, you can use English name according to the receiver bank account or bank statement.

How much money can I send?

The maximum amount of money you can send depends on what country you are sending. This is because different countries have different rules relating to money transfers.

To check the limit for your particular transfer, simply enter how much you would like to send into our website or apps, it will tell you if you exceed the maximum.

Why do I need identification?

It is important that we are able to keep the Top Remit service safe for all of our customers. By asking for official identification, we are able to verify that people sending money are who they say they are. We are also required by law to carry out these checks.

How long will it take for the money to arrive?

Broadly, the following timings apply:

  • Bank deposit: Instant transfers available to some banks. Others vary depending on bank and country.
  • Cash pick-up: Not more than 10 minutes
  • Airtime top-up: Not more than 10 minutes
  • E-Wallet: Not more than 10 minutes
  • Home delivery: 24hrs – 7 days depending on location

You will see transfer times for your chosen country and receiving method before you make a payment.
Important: Your transfer won't be processed until Top Remit received payment.
These are few circumstances that your transfer will be delayed:

  • Your payment is not authorized immediately
  • Your payment is different with the actual amount
  • Your payment is not within our working hours (Payment using Bank Transfer)
  • Your transaction is detected in our Sanction List Screening

What is SWIFT Code?

Bank Identifier Code (sometimes called SWIFT) is used in many countries around the world. It contains information about the receiving country, bank and branch. The BIC/SWIFT is either 8 or 11 digits long and includes numbers and letters.

Why Top Remit need recipient's mobile phone number and email address?

We use the recipient's email address to send them notifications about the progress of their transfer.

Both the sender and recipient will be notified when the transfer is sent and again when it is received.

Note: Recipient’s mobile number is required depending on service requirement.

Receiving money
What are the different ways that money can be received?

Money sent through Top Remit can be received in the following ways:

  • Bank deposit: money is credited to the recipient's bank account.
  • Cash pickup: cash is available for collection from local partner/agent locations.
  • e-Wallet: funds are added to the recipient's e-Wallet account.
  • Mobile airtime top-up: airtime is added to the recipient's prepaid mobile number.

Can my recipient choose how they get their money?

How recipient gets their money is decided by the sender who chooses from the available options on the Top Remit website or mobile app.

We suggest that senders and recipients agree on one of these options beforehand.

I don't see the receiving option that I want

Top Remit offers a range of ways for people to receive their money transfer. However, the availability of these varies depending on recipient's country.

Paying for my transfer
How do I pay for my transfer?

Sorry, we do not accept cash
Top Remit does not accept cash as a means of paying for your money transfer.

As an online business, it would be very difficult for you to physically get the money to us. Also, for security reasons, it is important to know where money is coming from before it is sent abroad. It is much harder to do this with cash.

Where do I enter my promo/discount code?

From time-to-time, Top Remit issues special Promo Codes that give customers a discount. If you have a promotional code, you should enter the promo code when you reach payment page.

E-Wallet
What is E-Wallet?

E-Wallet is an electronic wallet service, available in many countries, that lets users store, send and receive money using their mobile phone

Its safe, easy electronic payments make E-Wallet a popular alternative to bank accounts. It can be used on both smartphones and basic feature phones.

What can I do with E-Wallet?

Most E-Wallet services allow users to buy things in shops or online, pay bills and school fees, and top-up mobile airtime. Cash withdrawals can be carried out at any authorized agent.

E-Wallet users can receive international money transfers from family and friends who send using Top Remit.

How does E-Wallet work?

E-Wallet stores funds in a secure electronic account linked to a mobile phone number.

To pay a bill or send money to another person, the user selects the relevant service from their phone's E-Wallet menu. Paying with e-Wallet is just like sending a text message – it's simple and easy.

For more information on the services available via E-Wallet in your recipient's country, please check the provider's website or visit one of their dedicated agents.

How safe is E-Wallet?

Similar to a bank account, funds held in an E-Wallet account are protected by local financial regulations. E-Wallet providers and partners like Top Remit are required to check the identity of their users - making it much harder for fraudsters and criminals to use these services illegally.

E-Wallet services store a record of every transaction and account balance, so even if the phone or SIM card is lost or stolen, the user's money is kept safe. Additionally, every transaction requires identification in the form of a secret PIN.

For more information about the security benefits of E-Wallet in your home country, please visit your local E-Wallet provider's website.

Where can my recipient get an E-Wallet account?

Most E-Wallet services are offered by local mobile telecoms operators who have received a license from their national financial services regulator to operate electronic payments services. Some E-Wallet services are offered by banks or other companies.

Registering for an E-Wallet account is easy. Usually the customer needs to visit their local E-Wallet agent and bring a form of identification, such as a valid passport, driver's license or a government ID.

For further details on how to register for an E-Wallet account in your local country, please visit the website of your local E-Wallet provider.

How do I send money to my friend's E-Wallet account via Top Remit?

Before sending money to an E-Wallet service using Top Remit, please make sure that your recipient has an active E-Wallet account.

What is the difference between E-Wallet and airtime?

E-Wallet is a way to store and manage money in an account linked to a mobile phone, similar to a bank account. E-Wallet users can send money to other people, pay bills, and purchase many things, including mobile airtime.

Airtime (also known as talk-time or mobile credit) is used to make phone-calls, send texts, or use data. Airtime cannot be used as money to purchase other items or pay bills, etc.

Airtime top-up
How long will it take the airtime top-up to be received?

Mobile airtime top-ups are normally added instantly (within a few seconds). Occasionally, there may be small delays due to congestion on the local mobile network. If you have questions about a longer delay, please contact [email protected]

I think I entered the wrong phone number, what happens now?

When sending an airtime top-up, you will be asked to confirm the recipient's phone number. This is done to ensure that money is not sent to the wrong person because of a single mistyped number.

However, if you enter the wrong number, the transfer will go ahead and there is no way to reclaim the airtime top-up once it is sent.

Please check carefully with the recipient that you have their correct number.

Why do some countries deduct tax on airtime top-up?

A number of governments around the world have chosen to apply taxes to incoming airtime top-ups.

When sending to these countries, some of the airtime value will be deducted locally, meaning he recipient will get a lower amount.

If the country you are sending to does deduct taxes from airtime top-ups, you will see information about the rate on the Top Remit website or app before completing the transfer.