Frequently Asked Questions

Getting Started

  • How do I send money online?
  • How long does it take to send money?
  • Where can I send money?
  • How much money can I send?
  • What information do I need?
  • How do I know my recipient received their funds?
  • How long does it take to review my transfer?

My Account

  • How do I unlock my account?
  • I forgot my password. How can I access my account?
  • Why has my account been locked?

Fees & Rates

  • How much does it cost to send money online?
  • Are rates the same online as they are in-store?
  • How can I find out the exchange rate for a specific country?
  • How do I send more than £4,999 a day?

Customer Service

  • What are Ria's Customer Service hours?
  • Where can I go for answers to my questions?
  • What do I do if I have a question, issue or complaint?

Payment Information

  • What payment methods can I use?
  • How do I send money if I have cash?
  • How do I opt-out of the Visa Stored Credentials Policy?

Delivery Options

  • What delivery options are available?
  • How does home delivery work?

Scams, Fraud and Security

  • How can I help prevent consumer fraud?
  • What should I do if I receive an email from Ria asking me to open an account?
  • Why was my transfer put in review?
  • Why was my transfer declined?

Sending and Receiving Money

  • How can I find out the exchange rate for a specific country?
  • How can my recipient pick up the money I send them online?
  • Where can I send money from?
  • What information does my recipient need to pick up the money?

Modify, Track, or Cancel a Transaction

  • How do I modify a transaction?
  • How can I receive a refund if the account I used is closed or frozen?
  • How do I track the status of my transfer?
  • How do I cancel my money transfer?
  • If I cancel my money transfer, how long will it take to receive my refund?

Sending Money to Nigeria

  • I want to send money to Nigeria, where can my recipient pick up money?
  • When will my recipient receive the money?

Refer a Friend

  • How do I refer my friends and family to get a reward?
  • How do I make sure that I qualify for my reward?
  • OK, I referred my friends, now what?
  • My friend completed their paid money transfer, when will I get my reward?
  • How will I receive my reward?
  • Can I refer myself?
  • How many people can I refer?
  • I haven't received my reward. What can I do?

IME and Ria

  • Why are IME customers being moving to Ria’s site?
  • When will this change happen?
  • Will the service be different when I send money?
  • Do I have to register on Ria's site?
  • Will I have to change my IME username and password?
  • Will my recipients' details be transferred to Ria?
  • What are the differences between IME’s and Ria’s sites?
  • Can I use Ria's site now?
  • If I send money on IME’s site before the switch, can I track it on Ria’s site?
  • Will I still be able to log on to IME’s site once this transition happens?
  • What if I have problems when I’m logging on to Ria’s site for the first time?