How can we Help?

Frequently asked questions

General

No. The Confirmation email may not have been sent out due to network problems. To confirm that the remittance is completed, please email us support@go2.exchange/hk.

No.  The funds remitted will be rejected by the Beneficiary’s bank and we will retain the funds until the correct information is provided by you. We will resend the funds to the Beneficiary. 

A beneficiary is the individual or organisation you wish to pay. 

Ensuring the safety and security of your money is central to our business. We ensure your funds are segregated from business funds. We are regulated in Hong Kong by the Custom and Excise Department.  

We always try to quote you a better rate than your bank. Savings are usually from 0.25% up to 4% of the amount being transferred. We try to cover correspondent and receiving charges where we can (i.e. the charges from the banks who handle the transfer along the way). 

If you’re unhappy with any aspect of your transaction with us, please contact your relationship manager. Your complaint will always be investigated, and you’ll receive a formal response. We appreciate all feedback, both positive and negative, as it helps us tailor our services to your requirements. 

If your details have changed please email support@go2.exchange/hk with your account number and your new information. If you’ve moved to a new location, you may need to provide proof of your new address.

Depending on the currency you wish to send or receive, we support 30 over currencies. This includes AUD, CAD, CHF, EUR, GBP, JPY, NZD, SGD, USD and more. 

  • Europe – IBAN and SWIFT 
  • Canada – account number, SWIFT and Transit code 
  • Australia – account number, SWIFT or BSB code 
  • New Zealand – account number, 6-digit bank code and SWIFT 
  • USA – account number, ABA routing number or SWIFT 
  • UK – account number and sort code or SWIFT and IBAN 
  • China – account number, SWIFT 
Please email us at Email address for information on other countries. 

Registration is required for most of our services and you can easily register via the Go2 app or on go2.exchange website. You will need to fill out the online registration form and provide details including your full name, country and date of birth, email address, and mobile phone number. Once the login is created with the basic details, you will need to login to the web portal or Go2 app and complete the KYC details form with proof of Identity and the proof of Address etc. 

Once your account is verified by our admins, sending a money transfer is more convenient as your details and pre-filled, thus saving you some time, and you also get notifications about your money transfer on your email address. 

After you’ve completed your online registration with KYC details, it will take 1 days to verify your particularsIt is free to sign up for individual or business account. There is no subscription and maintenance fee. 

You would receive an email upon completing your online registration. Once we’ve received all your documents and completed the necessary action for verification, you can start using your account within 1-2 days. 

If you forgot your User ID or repeatedly entered incorrect details, please contact us. If you forgot your password, you can reset it using the “forgot password” option in the login page, where you will receive an email to reset the password. 

You can change your password on the Profile page after your log in. You will be asked to enter the old password before choosing a new one. 

If you wish to cancel or delete your profile, please contact us. 

Your online receipt or transaction details page will show whether your transfer was approved. If we need more information to approve your transfer, we’ll have you call us. When the transfer is complete, you’ll get an email with your tracking number (Transaction ID). 

You may track the status of your money transfer using the transaction ID. Once you log into the web portal or mobile app, you will be able to find the details related to the transaction in “Transaction History” page. 

If you’re sending money to a bank account, you’ll need to provide your receiver’s bank name, bank account number, bank account holder name and bank country*. Additionally, you may need to include the Bank code depending on the country of the recipient Bank account. The bank code can be 3 to 23 digits long, depending on the country and the type of code. 

A bank code is a series of numbers used to identify banks around the world. The bank code can be 3-23 digits, depending on the country and the type of code. 

  • BSB 
  • SWIFT code 
  • BIC (Bank Identification Code) 
  • CHIPS (Clearing House Inter-Bank Payment System) — US and Canada only 
  • NCC (National Clearing Code) 
  • BSC (Bank Sort Code) 
  • IFSC (Indian Financial System Code) 

For some countries, you also may need an international bank account number (IBAN) in addition to the bank code. You should obtain the bank code and IBAN, if applicable, from your receiver. 

*Please use care when providing bank account information. Funds will be paid into the bank account corresponding to the account number you provide. The receiver’s account must be a local currency payout account. 

An IBAN is used in some countries to identify a customer’s bank account. The IBAN is an alphabetical country code followed by 2 digits and then as many as 35 characters for the bank account. You should obtain the IBAN from your receiver. 

A BIC is a worldwide code for bank identification. The BIC is the same as the SWIFT code and is usually 8 or 11 digits long. 

A receipt will be sent to your registered email address once your transfer is complete. You can also check the details of all your transfers on the History page in the mobile app, or in the web portal of the go2.exchange/hk.  

If it can’t be located and more than 24 hours has passed since the expected value date, please contact our operations team using support@go2.exchange/hk, who will initiate a payment investigation. 

This will be due to unaccounted for intermediary fees applied by the sending or receiving bank. Go2 always uses the most efficient payment routes and makes every effort to cover these fees but on occasions they will be outside of our control. Go2 receives no part of this fee.

Intermediary fees are those charged by banks and other intermediaries outside of those charged by Go2 to make the payment. You have the option to choose if you or your beneficiary pays the intermediary fees. 

If your beneficiary’s bank account holds currencies which are different to that which was sent it may have been converted by their bank upon receipt and it will incur another FX fee by beneficiary bank! To avoid this happening, please ensure your beneficiary gives you account details for accounts which are the same currency as the currency you are sending to them. 

Yes, you can view your balances when you log in to Go2 Online. 

No – please contact our support team by sending an email to support@go2.exchange/hk and they will have a look at it for you.

If you want to cancel or amend a trade, please contact our support team by sending an email to support@go2.exchange/hk. 

If you’ve booked the wrong currency pair, please contact our support team by sending an email to support@go2.exchange/hk. 

Yes. Only use Go2 to send money to friends and family. Never send money to someone you have not met in person. Scammers sometimes encourage people to transfer money. Do not transfer money to anyone who asks you to send them moneyFor an emergency situation you haven’t confirmed;

  • For an online purchase 
  • For anti-virus protection 
  • For a deposit or payment on a rental property 
  • To claim lottery or prize winnings 
  • To pay taxes 
  • For a donation to charity 
  • For a mystery shopping assignment 
  • For a job opportunity 
  • For a credit card or loan fee 
  • To resolve an immigration matter 

If you transfer money, the person you’re sending it to gets the money quickly. After the money is paid, Go2 may not be able to give you a refund, even if you are the victim of fraud, except under limited circumstances.  

Please contact us immediately for assistance with the details of a transfer that you believe was sent for fraud. You should also file a report with your local law enforcement. 

  • Always make sure you know who you are sending money to. 
  • Discontinue a call if a caller coaches you to respond to questions asked by Go2. 
  • Security is everyone’s responsibility. Stay informed. Keep abreast of new fraud trends. 
  • Remember, if it seems too-good-to-be-true, it probably is. 

All fees are paid by the sender. The receiver pays no transfer fees. 

Individual

When you start a money transfer at go2.exchange/hk, the exchange rate* available at that time will be the one that’s locked in for 12 hours. You should visit a participating agent location within 12 hours to pay for the money transfer you started online in order to send money at the exchange rate you secured. 

*Due to local restrictions in some countries, the exchange rate can be fixed only when the money is collected. 

Money transfers can be paid in cash, or sent directly into a receiver’s bank account, or sent to a mobile wallet (EWallet) in selected countries. Other restrictions may apply. To know more, please contact us. 

You can track your money transfer online after the money has been sent. All you need is the tracking number (Transaction IDrelated to the transaction. 

Business

Our minimum transfer amount is HK$ 20,000. 

For business we will see as frequent user so there may be fees, but we can agree on a fee structure up front that reflects how much business we do together. 

Sometimes the banks in the middle and at the end will take a charge, so it seems that not all the money has been sent but we try our best to make sure all your money gets to where it needs to by covering correspondent and receiving charges where we can. 

For business transfers, you can transact any amount above HKD20,000 (or equivalent in other currencies). For Go2 Account, there is no minimum transfer amount. 

This depends on a couple of things, including the currency you are sending or buying, the bank used and the size of the transaction.  

We send your payment out on the date agreed but you’ll need to allow one to four days for your funds to reach the recipient. The length of time depends on the currency.  

For example, transfers to Australia and New Zealand will usually clear within 24 hours from the value date. If you’re sending USD to another country (not the US) then you should allow up to 4 days for it to clear. If it’s Sterling, US dollars or euros will usually arrive fully cleared with your bank the same day as per the value date though they may not credit your account until the next business day.  

If you need funds to arrive by a particular date, please email us for advice and accurate information for the country you are sending funds to.  

In rare circumstances delays may occur. Go2 will do everything reasonably possible to ensure that funds arrive on time but is not liable for delays caused by intermediary or receiving banks.

Yes, we can receive funds from an account in a different name to yours, but due to Anti Money Laundering regulations we will need to verify the source and will need supporting documents from you for compliance review. Please contact us for more details. 

We can only send payments once your funds are with us and have cleared, so if you were to send funds to us via a slower payment method, your payment will take longer to leave.

You can send funds to Go2 at any time as long as they are cleared by the date of the outgoing payment on your trade confirmation. If your funds aren’t yet with us, your payment won’t leave. 

Your payment will leave Go2 on the day stated on your trade confirmation, once your payment has been received by us and has cleared. Your beneficiary might not be able to access the money right away as their bank might take some time to clear the funds for them. 

This doesn’t often happen, but if your funds don’t arrive within the expected timescale, then let us know as soon as possible so that we can set up an investigation with our bank. We will continue to liaise with our bank until the issue has been resolved and the beneficiary has received the funds, and we promise to keep you informed every step of the way.

To see a rate, login to the dashboard. 

Yes. But this will depend on the recipient currency. Currently all the currencies will not be able to make multiple payments from one transaction. For example, if the recipient currency is PHP, you will be able to send only a one payment related to particular transaction. 

A booking is a contractual agreement whether it is confirmed online or over the phone. Any cancellation will be subjected to cancellation fees. 

You can add the bank account details in “My Bank Accounts” page. But this will be required, only if you are trying to “Cash out” the money in your wallet. In order to add a bank account to a recipient, please go to the “My contact” page and add or update an account. 

We send our funds via the swift network, TT/wire transfer or ACH payment for US.