24/7 Live Support

Support That Moves at the Speed of Global Payments.

At RemittancesHub, support isn't a ticketing system — it's a mission-critical layer of our payments infrastructure. When millions are moving and every second counts, we're there. Human experts. No bots. No handoffs. No chasing tickets.
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Our support promise
Our Support Philosophy

Three things that make our support different.

We built our support model around what institutional B2B payments actually demands — not what a standard SaaS helpdesk provides.
🕐
Always  On
24/7 Availability — Without Exception
Global payments don't observe business hours. A supplier payment failing in Singapore at 3am on a Sunday needs the same response as one failing at 3pm on a Tuesday in London. Our support team is always on — across time zones, weekends, and public holidays. No exceptions. No emergency out-of-hours lines. Just consistent availability.
Available 24 hours · 7 days · 365 days a year
👤
Human-Centred
No Bots. No Handoffs. Pure Expertise.
When you contact RemittancesHub, you talk to a product specialist — someone who understands remittances, FX corridors, compliance frameworks, settlement mechanics, and your specific business. Not a first-line agent reading from a script. Not an AI chatbot. A person with real knowledge who can resolve your issue, not escalate it indefinitely.
Product specialists · Deep corridor knowledge
🤝
White-Glove
High-Touch. Proactive. Not Reactive.
Every client gets a dedicated account manager who knows your corridors, your payment volumes, and your business needs. We don't wait for problems to reach you — we monitor proactively and alert you first. Regular account reviews, reporting dashboards, and optimisation recommendations are part of the relationship, not extras you have to ask for.
Dedicated RM · Regular reviews · Proactive alerts
What We Support

Expertise that goes beyond the basics.

Our support team is trained across every dimension of cross-border business payments — so when you have a problem, we have an answer.
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Compliance & Regulatory
Compliance & Regulatory Guidance
Cross-border payments in emerging markets come with local FX controls, documentation requirements, sanctions screening, and regulatory hurdles that vary by country. Our compliance-trained support specialists guide you through every jurisdiction we operate in — so you stay compliant without slowing down your operations.
  • Local FX restriction guidance per country
  • KYB and AML query resolution
  • Sanctions screening and documentation requirements
  • Regulatory updates across all 86 payout countries
🌍
Corridor-Specific
Corridor-Specific Payment Challenges
Every payment corridor has its own quirks — local cut-off times, intermediary bank behaviour, currency volatility windows, and settlement nuances that generic support teams don't know. Our specialists have deep, hands-on expertise in the corridors we support — from China and UAE to Nigeria and the Caribbean.
  • Corridor cut-off times and settlement windows
  • Intermediary bank routing issues
  • Failed or delayed payment investigation
  • African market FX and collection challenges
🔌
Technical & Integration
Integration & Technical Support
From onboarding API integrations to troubleshooting live transactions, our technical support team works directly with your engineers and finance operations team. We don't just point you to documentation — we solve the problem with you.
  • API integration support and troubleshooting
  • Dashboard and portal query resolution
  • Reconciliation and reporting questions
  • Virtual Account setup and configuration
🚨
Urgent Resolution
Urgent Payment Routing & Issue Resolution
When a payment is stuck, delayed, or failing — time is money. Our team prioritises urgent payment queries and has direct lines into our settlement operations team. We don't log a ticket and wait. We investigate in real time and keep you updated throughout.
  • Real-time stuck payment investigation
  • Direct escalation to settlement operations
  • Live status updates throughout resolution
  • Post-resolution debrief and prevention guidance
Support by Audience

Tailored to how you use the platform.

Financial institutions and businesses have fundamentally different support needs. We've built our support model around both.
For Financial Institutions

Institutional-Grade Support

PSPs, Banks, Fintechs, and MTOs need a support partner who understands the complexity of institutional payment flows, regulatory obligations, and client-facing SLAs. Our institutional support team is built for exactly that.

👤

Named relationship manager

One named contact who knows your business, your corridors, and your client base — directly reachable, not via a call centre.

📊

Reporting & dashboard access

Full visibility on payment status, settlement timelines, and volume analytics — available in real time through your dashboard.

🔄

Regular account reviews

Periodic structured reviews of your corridors, volumes, FX performance, and optimisation opportunities — proactive, not wait-and-see.

⚖️

Compliance guidance on demand

Direct access to our compliance team for regulatory questions across all 86 payout countries and all supported collection markets.

For Businesses

Dedicated Business Support

International businesses need support that understands the urgency of supplier payments, the complexity of multi-currency treasury, and the pressure of getting funds to the right place on time. Every time.

🚀

Onboarding support

Guided KYB onboarding with a dedicated onboarding manager who walks you through account setup, verification, and first payments.

💸

Payment status visibility

Real-time tracking of every payment from initiation to settlement. Your account manager can escalate any query instantly.

🌍

Corridor & FX guidance

Expert guidance on which rail to use, optimal payment timing for your corridors, and FX rate strategy for large or recurring transactions.

📋

Documentation & compliance

Help with payment documentation requirements, beneficiary bank details, and local compliance obligations for any of our 86 payout markets.

Our Commitments

What you can hold us to.

Support promises are only worth something if they're specific. Here's exactly what every RemittancesHub client can expect — regardless of when they reach out or where they are in the world.
⚡
Rapid initial response
Every support enquiry receives an initial human response quickly — not an auto-acknowledgement. For urgent payment issues, we prioritise immediately.
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Continuous updates on open issues
You're never left wondering where your issue stands. We provide regular status updates on any open query until it's fully resolved.
🎯
First-contact resolution where possible
Our specialists are empowered to resolve most queries on the first contact — no "I'll have to check with the team and get back to you" for standard issues.
📞
Direct escalation for urgent payments
Stuck or delayed payments are escalated directly to our settlement operations team — bypassing the standard queue for immediate investigation.
24/7
Human support — including weekends & public holidays
365
Days per year — no blackout periods, no out-of-hours redirects
86
Countries with corridor-specific payment expertise
1
Named account manager per client — always your first call
Our Global Presence

Teams across time zones — so someone is always available.

24/7 coverage is only possible with teams in the right locations. Our offices span key financial centres across four continents.
🇨🇦
Toronto
Canada — HQ
EST / EDT — UTC-5 / UTC-4
Americas coverage
🇬🇧
London
United Kingdom
GMT / BST — UTC+0 / UTC+1
Europe & Africa coverage
🇦🇪
Dubai
United Arab Emirates
GST — UTC+4
Middle East & Africa coverage
🇸🇬
Singapore
Singapore
SGT — UTC+8
Asia-Pacific coverage
Get in Touch

We're one message away — wherever you do business.

Reach out via email or our contact form. A member of our team will respond promptly. For existing clients, your dedicated account manager is always your first point of contact.
✉️
Email
enquiry@remittanceshub.com
General enquiries, onboarding, support
→
📋
Contact Form
Submit an enquiry
Tell us about your business and payment needs
→
🏦
For Financial Institutions
Talk to our institutional team
PSPs, Banks, Fintechs, MTOs
→
Our Support Promise

No bots.
No handoffs.
Pure human support.

When you contact RemittancesHub, you speak to a product specialist who understands cross-border payments, your specific corridors, and your business. Not a first-line agent. Not an AI assistant. A person who can help — right now.

Human response — every time, 24 hours a day

No ticket queues — direct access to specialists

Urgent payment issues escalated immediately

Dedicated account manager for all clients

Compliance and corridor expertise included

Ready to experience
support that actually helps?

Join the financial institutions and businesses who trust RemittancesHub to move their payments — and their support queries — fast.
Reach Out Now →
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Remittances Hub Enterprises Canada Ltd is a registered Money Services Business (MSB) from FINTRAC, with registration number M23799972. For more details on our MSB registration, click here
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