Question 1

What is Vell

Accepted Answer

Vell is your trusted platform for sending money internationally. Whether you are supporting family, paying overseas bills, or managing business payments, Vell makes it easy, secure, and affordable.

Question 2

Why do I need to verify my identity?

Accepted Answer

To comply with Australian financial regulations, including AUSTRAC's AML/CTF laws, we require identity verification before you can send money. Learn more on AUSTRAC.

Question 3

How secure is Vell?

Accepted Answer

Security is our top priority. We use advanced encryption technologies and comply with international regulations to ensure your money and personal data are protected at all times.

Question 4

How do I send money with Vell?

Accepted Answer

You can easily send money by signing up for a Vell account, selecting your destination country, entering the amount, and choosing your payment method. We handle the rest!

Question 5

What countries can I send money to?

Accepted Answer

Vell supports money transfers to a wide range of countries around the world. Please check our website or app for a full list of supported destinations.

Question 6

Can I send a foreign currency to a country, or must I use the local currency?

Accepted Answer

Yes - with Vell you can send supported foreign currencies to a destination country, as long as the recipient's bank account is able to receive that currency. When creating your beneficiary, simply select the destination country and choose the currency you wish to send. If the recipient's bank account can receive the selected currency, the transfer will be processed normally.

Question 7

Can I use Vell for business / company payments, or is it only for personal transfers?

Accepted Answer

Vell supports both personal and business payments — each through its own dedicated account type. You can open: Personal Account for everyday transfers or Business Account for company payments such as supplier invoices, overseas payroll, or operational expenses.

Question 8

What are your fees and exchange rates?

Accepted Answer

We pride ourselves on offering competitive exchange rates, and transparent fees. The exact fees and rates will be shown to you before you complete your transaction, ensuring there are no surprises.

Question 9

Are there any hidden or third-party bank fees or charges (on the sender or recipient's end)?

Accepted Answer

Vell does not charge hidden fees — the amount you see before confirming your transfer is the amount we charge. However, for certain payout methods, especially SWIFT transfers, the recipient's bank or intermediary banks involved in the SWIFT network may deduct their own fees before the funds arrive. These charges are set by the receiving bank or by banks that process the transfer along the way, and are outside of Vell's control.

Question 10

Are there limits on how much I can send?

Accepted Answer

Yes, sending limits depend on your country of residence and the destination country. Please check your account or contact customer support for specific limits applicable to your transfer.

Question 11

How long does it take for the money to reach the recipient?

Accepted Answer

Transfer times vary depending on the destination country and the payout method. In most cases, transfers are completed within minutes, but some may take up to 1-2 business days.

Question 12

Can I track my money transfer?

Accepted Answer

Yes! You can track the status of your money transfer in real-time through our website or mobile app.

Question 13

Do I get a confirmation or receipt after sending money? Can I download it or share it with the recipient?

Accepted Answer

Yes. Every transfer comes with a digital confirmation and a downloadable receipt.

After you complete your transfer, you’ll receive:

an on-screen confirmation, and
access to a downloadable PDF in your transaction history

You can also share the payment details with your recipient so they know when the money is on its way.

Question 14

What should I do if my transfer is delayed or hasn't arrived?

Accepted Answer

If your transfer is delayed, please check the tracking information on your account. If you need further assistance, feel free to contact our customer support team, and we will resolve the issue as quickly as possible.

Question 15

Do you support recurring or scheduled payments (e.g. monthly transfers)?

Accepted Answer

Yes — Vell supports recurring and scheduled payments. You can set up weekly, monthly, or custom recurring transfers directly from your account. As long as you have sufficient funds in your Vell wallet at the scheduled time, the transfer will be processed automatically. You'll receive reminders and notifications for each scheduled payment, so you always stay in control.

Question 16

What happens if my wallet doesn't have enough funds for a scheduled transfer?

Accepted Answer

If your Vell wallet doesn't have sufficient funds at the time of a scheduled transfer, the transfer will not be processed. Before each scheduled payment, we send you an email reminder so you can top up your wallet in advance. If the balance is still insufficient when the transfer is due, it will simply skip that cycle. You can top up anytime and the next scheduled payment will proceed as normal.

Transfer time and tracking

How long does it take for the money to reach the recipient?

Can I track my money transfer?

Do I get a confirmation or receipt after sending money? Can I download it or share it with the recipient?

What should I do if my transfer is delayed or hasn't arrived?