– Navigating our payments platform

– Payment queries

– Common problems

Send the full name, email address and permission requirements of the new user to your client relationship manager, who will confirm once this is complete. ID and proof of address may be required.

Use the 'Forgot password' link on the login screen. An email will be sent to you with instructions on how to reset your password.

Use the ‘payments’ tab and select the trade number you wish to view the value date for. The value date will show on the right-hand side. If you are unsure, please contact your client relationship manager for further information.

Navigate to the Beneficiary tab and select ‘Add beneficiary’ at the top right of the page, you will then have the option to upload from a file. If this option is not available, please contact your client relationship manager.

On your dashboard, a summary of your account balances is displayed at the top as you log in. This is segregated by currency. Contact your client relationship manager should you have any questions.

Once you have logged in online, you can navigate between accounts by using the drop down menu underneath your name on the top left-hand side.

Locate the trade you would like on your dashboard or trades tab and select 'trade details'. For individual payment receipts, use the payments tab, locate the payment, and use the '...' on the right-hand side to select payment receipt. Please note that the system will distribute the transaction receipt at the point of booking to the email address on your account.

Please contact your dedicated client manager who can reinstate your access.

Our payment specialists will send your funds to ensure that value date is achieved. Processing time can vary depending on the currency and location. Please see our Currency Cut Off document for a full guide.

You can find the settlement information on the bottom of your transaction receipt. Use the dashboard shortcut 'Add funds' and select the currency denomination from the dropdown menu.

If you have the correct permissions on your account ('manage online access') you can click on your name on the top left-hand side. This brings you to the settings page. If you click the third option 'Users' you can view all users on your account, and manage the permissions as applicable. Otherwise, you can contact your client relationship manager who will be able to do this for you.

The system has obtained the exchange rate from the live foreign exchange market. The market moves continuously so we can only guarantee that rate for a short period. If the timer expires before you confirm your booking, the system will generate a new rate for you when you click 'Get Rate'.

You can add a payment to a trade through the platform as long as the trade hasn't been funded and reached maturity. To do this click onto the specific trade on the platform and you will see at the bottom left "Add Payment" button and select the beneficiaries as required. If you are having difficulties please reach out to your dedicated client manager

If you are the admin on your account, you can navigate to the users tab by clicking on your name in the top right corner. Alternatively, please contact your client relationship manager for any permissions to be added or taken away from any account users. Any changes must be carried out by the relevant signatory.

The admin users have the additional rights to manage other users' permissions on the platform and add payment authorisation workflows.

The platform will email the admin user on the account of all trades booked, authorisation emails, and receipts. Non-primary users will be emailed whenever they book a trade themselves or a trade requires their authorisation.

Funds will go to your balance in the buy currency selected on the trade. These funds can be used at a future date.

Please speak to your client relationship manager if you wish to turn off emails from the system. This will, however, prevent emails such as reset password emails getting to you directly, so processes like this may take longer to do with the block active. We suggest using a shared email address as the admin user to receive all notifications if you do not want to receive them to your personal account.

Contact your client relationship manager who will ask for some additional information before adding the currency to your account where available.

Contact your client relationship manager to facilitate the change of value date, or use the multipayment upload function to book a future dated transaction.

Contact your dedicated client relationship manager as soon as you are aware. They will advise on next steps.

If the trade is not fully funded and authorised in time, it will roll over to the next available value date.

We can typically facilitate any size transaction, however in emerging markets there may be limits from a liquidity perspective. Speak to your client relationship manager for more information.

Please contact your client relationship manager who can handle this for you where possible.

Please contact your client relationship manager who can handle this for you where possible.

Check that the following are complete: payment approval, funding, outstanding requests for information. If these have all been completed, then please ask your client relationship manager for further information.

Payments can be returned for a number of reasons. These can include wrong beneficiary bank details, beneficiary requesting a return or incorrect payment references. Your client relationship manager will advise you on the next steps to take.

Yes - use the payments section and filter; e.g. where payment status is pending your authorisation, use the tick boxes to flag all relevant trades, and select approve/reject accordingly.

Contact your client relationship manager as soon as you realise the trade is to be cancelled. They will suggest the best resolution on a case by case basis (please note that this can incur additional costs as per market movements).

By rejecting the payment online, you are ensuring that the payment is not paid out. This however does not cancel the trade and the currency has still been purchased. If you need to cancel your trade, contact your client relationship manager as soon as possible. Please be aware that cancellations are subject to market movements and can incur additional costs which you are contractually obliged to settle.

Please refer to our Currency Requirement and Cut Off Times documents.

We distribute monthly communications by email about bank holidays and any other relevant information which could affect bank processing times.

Please contact your dedicated client manager who can assess your options.

The system will only match an entry to an existing beneficiary if the data is exactly the same. Therefore, the reason a new entry has been created is due to a variance in the data. Before confirming the booking, the system will notify you of any new beneficiaries added.

Beneficiary entries can only be removed or amended if no payments have been made. Amend an existing beneficiary using the pen icon to edit the entry.

Beneficiary entries can only be removed or amended if no payments have been made. On the beneficiaries tab, locate the beneficiary, and use the dustbin icon to delete. Please note this is only possible if the beneficiary has not had any payments applied to them, if the beneficiary has been paid before please contact your client relationship manager in order to action this.

Contact your client relationship manager to set up an alternative approver. Please do this as soon as you are aware the regular approver is going to be away in order to prevent any payment delays. Please note Ebury cannot approve payments on your behalf and requests must come from an authorised signatory.

Will charges be deducted from my payment?

Ebury has the ability to cover all charges (where possible) or for the beneficiary to bear the charge. Please speak to your client relationship manager for further information.

This message will show while Ebury is processing your payment. However, you can check with your client relationship manager just to confirm, when needed. Please ensure that your payment to Ebury always includes a trade reference, where necessary, for prompt allocation of funds.

No - we (Ebury Mass Payments) are a separate service with different requirements. Your two accounts cannot be merged. Please contact your client relationship manager with any questions.

Please refer to our Currency Requirement and Cut Off Times, or check with your dedicated client manager.

We are authorised by the Financial Conduct Authority in the UK under the Payment Services Regulations 2017. Under these regulations we must ensure we have safeguarded your funds by appropriately segregating them from business funds in line with regulatory requirements.

If your payment will be coming from a third party, i.e.: not from a bank account in your name, please contact us in advance of payment so that we can qualify this source.

A penny test is used to thoroughly test your beneficiary data. Ebury sends a small payment and requests that your beneficiaries confirm once funds are received. This will allow Ebury to confirm the routing for the funds and to gauge the timeline for funds to credit.

Our portal is available for bookings 24/5.

Yes - speak to your client relationship manager for more information.

Contact your dedicated client manager, who will be able to initiate a further email, including a new link.

A correspondent bank is a bank that provides services on behalf of another. When you make payments to a foreign bank, a correspondent bank may use it to route your payment to its final destination.

This is required from a compliance point of view, to satisfy our due diligence.

Some currencies require further information when sending payments. For example, PKR will require a reason for the payment attached. Please refer to the Beneficiary Bank Data Requirements document provided by your client relationship manager.

T+X refers to the number of days a particular currency takes to settle. 'T' refers to 'Today' and the number refers to the number of additional days taken to settle. For example T+1 means a currency will take today plus 1 more day to settle. Please note the days refer only to working days when markets are open.

We can offer window forward contracts that allow clients to lock in a specific exchange rate for a certain amount of money to be drawn down for use over a given time period. Our multipayment functionality also enables longer term settlement options. Please speak to your client relationship manager for further information on this product.

Please contact your dedicated client manager for any further queries at the below details:
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Ebury Mass Payments Ltd

Tel: +44 1494 484183

Email: masspayments@ebury.com

​Ebury Payments Pte Ltd

Tel: +65 6817 5248

Email: singapore@ebury.com