Welcome to Woohoo Pay

Transfers

How to make a SEPA transfer?

 

ℹ️ You can send debit transfers to any country within the SEPA zone (if the receiving bank accepts Euros).

Outgoing debit transfers can be made in either the Woohoo Pay app or our Web app.

  1. From the Home screen choose the Send money tab,
  2. Select Send Money followed by Bank Transfer and then “add a new recipient”,
  3. Enter the recipient’s name and IBAN and select Continue,
  4. Choose the amount and select Next,
  5. Add a message if required or select Skip It,
  6. Check the Transfer Review screen (which sums up the transfer),
  7. Here you can also schedule the date of your transfer and save it as a standing order,
  8. Press send and confirm with your confirmation PIN.

You’ll then need to either Confirm or Cancel the transfer via push notification in the app from your paired device.

Once the transfer was confirmed in the mobile app, we can’t reverse it or change the recipient’s details.

If you cannot confirm your debit transfer within the app you need to:

  • Ensure that you have a stable internet connection.
  • Ensure that your mobile phone has push notifications enabled. This is done through the phone settings, not in our app.
  • Ensure that you use your paired device.

Once your debit transfer is sent you’ll be able to download a PDF confirmation of it. To do so:

  1. Go to your Transactions list.
  2. Locate and select the specific debit transfer.
  3. Scroll down to the Transaction Information and tap PDF by selecting Transfer Confirmation.

How long does a bank transfer take?

 

SEPA credit transfers to Woohoo Pay accounts are instant, as long as they are sent from a bank that supports instant credit transfers. However, transfers may sometimes be delayed if they need to be checked due to SEPA banking regulations.

If the sending bank doesn’t offer instant transfers, or the sender doesn’t choose this option, all standard SEPA transfers should arrive within a maximum of 2 working days. Keep in mind that if a transfer is made just before a weekend or holiday, the time frame will be extended accordingly.

You’ve probably heard that all SEPA transfers have to be completed within one “banking day,” so let’s clarify what that means—one banking day is equivalent to two working days due to the opening hours of the banks involved. Any weekday that is not a holiday is considered a working day.

If the transfer you are expecting is not a SEPA transfer in euros, but a foreign currency transfer made through a platform like Wise, the estimated time varies and will be shown when the transfer is made.

 

 

So what if you’ve factored in all of the above, and the transfer still hasn’t come through? In such cases, only the issuing bank can launch an internal investigation.

Unfortunately at Woohoo Pay, we can’t investigate incoming transfers, only outgoing ones. But you can still consult this list of potential reasons why a transfer might fail.

How to make transfers in foreign currencies?

We have partnered with Wise to make foreign currency transfers easy. Wise offers real-time exchange rates and no hidden fees. For Woohoo Pay Business, Business You or Business Metal, foreign currency transfers in the app are not possible, nor are transfers to businesses.

Wise has its own transfer types and fees but this will all be indicated before you confirm the transfer. For detailed information about eligible recipients, please check Wise’s available currencies.

To initiate a transfer in a foreign currency start by logging into the mobile app:

  1. From the home screen choose ‘Send money‘.
  2. Select ‘Foreign Currency Transfer‘.
  3. Select the desired currency and enter the amount you would like to send in € (it will automatically convert into the foreign currency below).
  4. After that, you add a new recipient or select an existing payee.
  5. Finalise the transfer with your Confirmation PIN.

If we don’t currently offer the foreign currency you need, please visit Wise for more currency options.

To gain access to your Wise account for the first time:

  1. Go to the Wise website and go to the login page.
  1. Enter your Woohoo Pay account email and select ‘Forgot password?’.
  2. You’ll receive an email from Wise to change your password and then you can use both log in details to perform the transfer from there.

Please note that in order for this process to work, you need to create a Wise profile via the Woohoo Pay app first, meaning that you need to try to go through the in-app foreign currency transfer flow. Otherwise you won’t receive an email from Wise to reset the password.

Why did my SEPA transfer fail?

 

We accept transfers in EUR done via SEPA. We don’t support SWIFT so if you need to make a foreign currency transfer, please use Wise (in the app or from their website.

To get a transfer, you’ll only need to provide the sender with your full name (as it’s written on the ID you provided for verification) and your IBAN.

You can find your IBAN on your balance statements and in 👤 My Account (in the mobile app or WebApp.

Common reasons for failed transfers:

  • The recipient’s name on the transfer order is different from the name on their account (must be their name as written on their ID).
  • The recipient’s name is a company name instead of a personal/account name (applies to Woohoo Pay Business).
  • The IBAN is incorrect.
  • You’re not receiving the push message to confirm your transfer.
  • An inappropriate use was found. Woohoo Pay has the responsibility to run routine checks on transactions (see GwG § 10). As a result, we may ask for documentation to verify the origin or source of these transactions. This can result in the credit being delayed or not taking place.

How to save the details of a transfer recipient?

 

Every time you make a transfer to a new recipient in the app (from the Home screen choose the Send money tab, followed by Bank Transfer and then “add a new recipient), some details like the recipient’s name and IBAN are automatically saved in your transfer contact list for future transfers. 

You can also delete contacts:

  • iOS: click on the three dots to the left in order to delete the contact.
  • Android: click on the three dots to the left in order to delete the contact.

Keep in mind that deleting a contact entry doesn’t delete your transaction history with them.

Which foreign exchange rate will I get?

 

When you use your Woohoo Pay card to place transactions in foreign currencies, Mastercard’s exchange rates will be applied to the full purchase amount.

Good news: Woohoo Pay doesn’t charge any extra fees for foreign transactions!

You can check Mastercard’s rates here: https://www.mastercard.us/en-us/personal/get-support/convert-currency.html You can check the exchange rate and currency markup rate applied to a past transaction on Woohoo Pay app and website via transaction details on the feed.

Please be aware that exchange rates are dynamic, so the transaction value can change until the final purchase amount is charged due to currency variation.