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Frequently Asked Questions

Log into your account and confirm that the status of your transaction is set to "COMPLETE", otherwise, it means that your transaction is yet to be paid to the beneficiary.

If your transactions status shows "COMPLETE", it may be that your beneficiaries expect notifications from their banks and these are sometimes subject to delays. Please ask them to confirm funds via internet banking or cash machines/ ATM.


Please contact  our Customer Service team as quickly as you can, to enable us cancel and refund the erroneous transfer. Refunds reach your account within 3-5 working days, depending on your bank’s policies for accepting refunds - which Ping Express unfortunately has no control over. 

Also be aware that once a transactions status is set to "COMPLETE", it will not be possible to get the transaction cancelled or stopped.

We are here to get your transactions complete as soon as possible. Most transactions initiated on Ping Express are instantly paid out with the following execptions:
  1. The receiving bank or wallet provider may have technical issues and may be offline. You do not have to do anything or contact us as we will retry the transaction when the receiving bank or wallet becomes online.
  2. You are required to complete the required KYC by submitting identity documents - this is a legal requirement. In this instance, please upload a government issued ID in My Account section of the mobile app.
  3. Your transaction is flagged for additional review to prevent fraud or comply with Anti Money Laundering regulations. We would have contacted you by email and SMS to let you know. Please check your SPAM if you cannot find our email in your inbox. 
  4. Beneficiary bank account may be restricted by the bank due to dormancy, missing BVN (Nigeria only) amongst others
  5. Beneficiary account has a limit that is lower than the amount you are attempting to send
  6. You have entered incorrect beneficiary details 
In the last 3 instances, please contact our Support team who are available 24/7

When you submit a transaction for payment, your bank automatically sets aside the amount from your bank balance. If the payment is declined, your bank simply reverses the amount set aside back to your bank balance. This process can take 1-3 days depending on your bank's internal timelines.

Do not panic!

If after 3 days, you do not have the funds, please contact our customer support team who are available 24/7 including bank holidays and weekends and they will be happy to assist.
 

Whenever you refer friends & family members

  • They get their first 2 transfers FREE
  • When they transfer over $100 equivalent, you get $10 or £10
  • Everyone smiles

To start referring friends:
  1. Click on “My Account”, then “Refer A Friend”
  2. Share your unique link via Email, Facebook, Twitter and other social media
  3. Your friend signs up through your unique link. For every friend you invite, Ping Express pays the costs for his or her first transaction. It’s Free and yes, Ping Express pays the cost.
  4. Your Reward Profile is updated instantly with $10 for each friend you refer that completes a qualifying transaction.
  5. The balance on your reward account is automatically applied as discount to your next transaction.
For the security of your account information and to send higher amounts, our regulators and banks require that we maintain an identity information for each user. We request for a proof of identity card only once or after the expiration date of the current identity card. This is a one-time request. Ping Express accepts all form of government issued identity cards including international passports, driver's license and other identity cards issued by government officials.
We are required to follow federal laws related to "know-your-customer" and anti-money laundering requirements. By collecting these documents, we effectively tackle money laundering and scams making sure people are who they say they are in the fight against crime. Any information about your identity is held confidentially and will help stop your identity being used falsely
Our regulators and banks require that we maintain an identity information for each user. We request for a proof of identity card only once or after the expiration date of the identity card on file.
Ping Express - The simple, affordable, convenient and secure way to send money

Step 1: Select the type of service: Airtime top up or money transfer and the amount. Note: You will have the opportunity to see the fee we charge and Ping Express' better exchange rate)

Step 2: Enter destination by selecting the country of beneficiary and beneficiary details - For mobile top up, include the beneficiary's mobile phone number - For money transfer include the beneficiary's bank account information and name

Step 3: Indicate how you want to make the payment and submit the information
Together with you, we aim to keep the Ping Express community safe. This sometimes requires that we verify your identity before you are allowed to access the benefit of Ping Express.

If you are having problems accessing your account, please contact customer service at info@ping-express.com or simply use the chat window at the bottom right of the Ping-Express website to contact us.

Should you meet the terms and conditions for using Ping Express,
your account will be immediately verified and full access restored without delay.

To use Ping Express, all you need is both the sender and the beneficiary's Bank account information. These could include the Account Holder, Bank name, beneficiary's Account number (NUBAN account number preferable for Nigerian banks), and SWIFT code where applicable.
To be able to benefit from Ping Express' low fees and better exchange rates, please download our mobile application to complete the identity verification process.
To keep our transfer fees very low and save you more money, we accept debit card payments only at this time.
Ping Express can afford to charge very low fees as we offer only a digital approach without paying agents any additional commissions and fees. Ping Express saves you money and makes your dollar work more.
Ping Express offers money transfers only in the states where we are licensed (eg. Texas, Maryland, Washington D.C). We keep adding new states very often. Please check back or sign up for Ping Express alert and you will receive a notification when we add new states
1.You will receive an email from Ping Express confirming the receipt of your transaction
2. You will also receive an email which expires within 24hrs to capture your signature
3. Once your transaction is complete, you will receive an email within minutes to confirm that your transaction is complete
Transaction could be declined due to many reasons. Try again and ensure:
  • The the name on your Ping Express account matches the name on your debit card.
  • You are using a debit card, as we accept debit cards only.
  • You have entered the proper card details, including expiry date, and CVV number.
After the second trial, please call your bank to ensure that they allow your transaction. Otherwise your Ping Express account may be permanently locked by the Ping Express remittance software.

This is not uncommon so no need to worry, particularly if this is your first time sending money on Ping Express. 

 

It is a standard security measure by your bank to protect you.

 

Some banks may contact you automatically with an automated phone call to ask about the payment. Simply say that you want to allow future payments to Ping Express and then head back to try the payment again. You'll receive an email confirmation when it goes through successfully.

If you haven't already heard from your bank, here’s what you should do: 

 

1. Ring the number on the back of your card

On the back of your debit card you should see a phone number for your bank’s card enquiries department. Give them a call. Some centralised call centres can't see flagged payments so, if needed, be sure to ask for the card services team. 

 

2. Say that you want to be able to make payments to Ping Express

 

Let them know that you were making a payment to Ping Express and your payment was declined. Explain that you would like to be able to make future payments to Ping Express. They should be able to mark us as an approved merchant on your account while you're on the call.

 

3. Head back to www.ping-express.com and try your payment again

4. Once a payment is successful you will shortly receive an automated confirmation.

You will receive an email confirmation and a receipt when the transaction is complete. You will also receive a SMS message informing you of when the transaction is complete.
 

All transactions performed using the Ping Express Technology, are secured using 256-Bit SSL Security Encryption tools. We do not store the senders’ debit card details on the Ping Express system. Your debit card digits remain anonymous to any external party, including Ping Express. Our secure payment just eases your payment process by reducing the amount of times you need to enter your full 16-digit debit card number, as the first 12 digits of your debit card will remain encrypted.

copyright @ 2018 Ping Express ,NMLS ID:139425. All Rights Reserved. FIEM LTD is Regulated by the Financial Conduct Authority(FCA) under the payment Service Regulations 2009 for the provision of payment services. Registration under:606428

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