Frequently Asked Questions

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Can I amend or cancel a currency exchange once complete?

You cannot amend or cancel a currency exchange once complete. You can only exchange the currency back at the prevailing exchange rate.

Can I cancel an order I have made?

Travel money orders and currency transfers cannot be cancelled once these orders have been placed and confirmed by us.

Can I change my order?

Unfortunately, it is not possible to change or amend your order due to the nature of this product. 

Can I order multiple currencies in a single transaction?

Unfortunately, each currency purchase is processed individually and therefore need to be ordered separately. 

Can I pay by debit card?

Yes, you can make/deposit payments in pounds to your account using a debit card, as well as an online bank transfer. 

Please note that we do not accept Credit Cards or take Cash payments made over the counter at a Bank branch, an additional 2.5% surcharge will apply.  

Can I set up a business account?

If you want to open a Business account, please call our dealing desk on 0207 014 3377 between 9.00am to 5.30pm or email us at support@thecurrencyaccount.com

Do I need to pay a monthly management fee or a yearly subscription charge?

There are no monthly or annual charges to use your account.

Do you accept cash or cheque deposits?

You can deposit funds into your account by Bank Transfer (Internet/Telephone Banking/CHAPS/BACS, etc) or debit card and there is no charge for either of these methods.

We do not accept cash deposits or cheques directly into our account. Should you attempt to, or be successful in making a payment to us by any of these methods once this is identified it will be held on suspense and your currency order will not be processed. Any refund payable will be subject to both a £35.00 admin fee and a 2.5% surcharge.

Do you run Credit Checks?

We do not run credit checks, you will, however, need to pass online identity checks at your registered address. This is run automatically when you setup your account and will not affect your credit history.

Do you run Identity Verification checks?

Yes, all customers need to pass an online identity check at their registered address. This is run automatically when you setup your account and will not affect your credit history in anyway. We can confirm your identity by cross-checking your name, address and date of birth you enter on sign up against electronic databases made available to us by a trusted verification partner. If the details that you entered match the public / open records available, then your account will be instantly verified and you can use your account. If for any reason we are unable to confirm your details with our partner, you will be asked to provide manual documentation to confirm your identity and your address. Partner check verification does search some credit databases but because we do not check your credit eligibility, neither your credit rating or credit history will be affected in any way.

How can I change my personal details, such as my e-mail, address and name?

To change any one of these details on your account, please call one of our experienced customer service advisors on + 44 207 014 3344 between 9.00am to 5.30pm or if you prefer please e-mail us at support@thecurrencyaccount.com

How can I deposit funds into my account?

You can make/deposit payments in Sterling to us using a debit card. You can alternately pay us via a Bank Transfer in the currency you require. Please find our bank account details online when you select to add funds and 'Pay by Bank Transfer'. 

 

Please also note that we do not accept Credit Cards or take Cash payments made over the counter at a Bank branch, an additional 2.5% surcharge will apply.  

How do I change my password, PIN or security question?

To change your password, PIN or security question, please log into your account with your current security details and select the tab where your name appears in the top right hand corner of the dash board. You will then be asked to confirm your current password, you can then change your password, PIN or security question and answer here.

How do I close my account?

You can close your account anytime by contacting our customer services team on 0207 014 3344 between 9.00am to 5.30pm. There is no admin fee to close your account. 

How do I make a complaint?

Please follow our complaints procedure which can be found here http://thecurrencyaccount.com/complaints.html

How do I open an account and how long will it take?

You can join the revolution in 4 simple fast and easy steps;

 

1. Register with us on-line at thecurrencyaccount.com, this is quick and will take less than a few minutes.

2. Simply load your funds electronically into your multi-currency account.

3. Exchange your funds at an excellent exchange rate using our integrated currency converter.

4. Enjoy up to 90% savings on all your money transfers or arrange a quick and secure home delivery of your currency.  

How do I refund the balance left in my account back to me?

To have the balance of your account returned to your UK bank account, please log into your account and convert all remaining currency back into Sterling (if not already). You can then make an online money transfer payment directly into your UK bank account. If you prefer you can have the remaining cash sent to your home using our currency delivery service.  Standard fees and charges apply as normal.  A balance below £10 can be refunded back to your UK bank account free of charge - please call us on 0207 014 3344. 

How old do I need to be to open an account?

To open an account with us, you must be 18 years or above to use our services and by opening an account you declare that you are 18 years or older. 

I have forgotten my password what should I do?

If you have forgotten your password, please click on the ‘reset your password’ option which appears just below the ‘login’ button. An e-mail will be sent to your registered e-mail address with a reset password link. Please click on this link and follow the instructions. 

I have forgotten my registered e-mail, what should I do?

If you have forgotten the e-mail address registered to your account, please call one of our experienced customer service advisors on 0207 014 3344 between 9.00am to 5.30pm to assist you further. 

Is my money safe with The Currency Account?

Yes, The Currency Account takes a holistic approach to security, applying the best practice and technologies to every aspect of our systems, products, installations, networks and people.

 

In addition, all client funds are secure and are separated from company funds and held in segregated client accounts. In the very unlikely event, The Currency Account or our partners should go into liquidation, you can be assured that your funds will be safely returned to you. 

Is the service open to customers residing outside the UK?

Currently, our on-line services are only available to UK residents over the age of 18 years.

 

If you are residing outside of the UK and would like to open an account with us, please call our dealing desk directly on 0207 014 3377 between Monday to Friday 9am - 5.30pm and we will do our best to assist you further. 

Is there a charge to use my debit card?

To avoid fees from your bank, please use a debit card.  We do not charge any fee to use a debit card or make an online bank transfer to us. 

When is the customer services department open?

Our experienced customer services team will be happy to answer all queries and concerns on 0207 014 3344 between 9.00am to 5.30pm Monday to Friday. If you prefer, you can also e-mail us at support@thecurrencyaccount.com

Which currencies do you support?

Currently, The Currency Account offers;

 

(GBP) Great British Pounds 

(EUR) Euro
(USD) US Dollars 
(AED) UAE Dirham
(AUD) Australian Dollar
(CAD) Canadian Dollar
(CHF) Swiss Franc
(DKK) Danish Krone 
(HKD) Hong Kong Dollar
(HUF) Hungarian Forint
(INR) Indian Rupee
(JPY) Japanese Yen
(KES) Kenyan Shilling
(NOK) Norwegian Krone
(NZD) New Zealand Dollar
(PLN) Polish Zloty
(SAR) Saudi Riyal
(SEK) Swedish Krona
(SGD) Singapore Dollar 
(THB) Thai Baht
(TRY) Turkish Lira
(ZAR) South African Rand

Who is The Currency Account for?

Individuals and businesses that want to buy currency with confidence. The Currency Account is an easy, simple and reliable solution. You can take advantage of preferential exchange rates by buying currency in advance before you need it. The currency is held safely and securely in your account. You can use you currency for travel money purposes for your holiday with our fast efficient home delivery service or transfer money internationally with our online payments service.

Why do I need to be verified before opening an account with TCA?

The Currency Account is a regulated service, which means we need to know and understand the purpose of the transactions our customers are making. By ensuring various details about our customers and their transfers, we are able to satisfy our regulators and financial partners, at the same time keeping your money safe and secure.

Why does The Currency Account exist?

It is our belief that the financial industry needs to change. Unfortunately, too many institutions have a vested interest in making no change to the historic, inefficient ways of doing things so we are intent on launching a campaign to shape the future of currency exchange, travel money and cross-border payments. Our vision at The Currency Account is to bring fairness to the financial landscape through transparency and continuous innovation. If you want fairness and equality in foreign exchange rates, The Currency Account is your ally.