Help & Support
Welcome to Fairexpay Help Center
Find answers to common questions, step-by-step guides, and helpful resources for your cross-border money transfers.
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Getting Started
What is Fairexpay?
Fairexpay is an RBI-authorized cross-border payment platform that enables you to send money from India to 180+ countries across 15+ international currencies. We facilitate outward remittances under the Liberalized Remittance Scheme (LRS) for various purposes including education, travel, medical treatment, family maintenance, and more.
How does Fairexpay work?
- Register: Create an account with your basic details
- Verify: Complete KYC verification (PAN and Aadhaar)
- Initiate: Enter beneficiary details and transaction amount
- Upload: Provide required documents based on purpose
- Pay: Make payment through available methods
- Track: Monitor your transaction in real-time
- Receive: Beneficiary receives funds (typically 2 business days)
Is Fairexpay safe and legal?
Yes. Fairexpay is:
- RBI Recognised: Recognised under RBI's Sandbox Cohort II for cross-border payment operations
- ISO 27001 Certified: International information security standards
- SOC 2 Type II Certified: Service organization security controls
- FEMA Compliant: Fully compliant with Foreign Exchange Management Act
- Banking-Grade Security: 99.9% uptime with multi-layered security
Who can use Fairexpay?
You can use Fairexpay if you are:
- An Indian resident individual
- Have a valid PAN and Aadhaar
- Have an Indian bank account
- Have not exceeded annual LRS limit (USD 250,000)
Account & Registration
How do I create an account?
Step-by-Step:
- Visit www.fairexpay.com
- Click on "Sign Up" or "Register"
- Enter your email and verify with OTP
- Verify your email address
- Provide basic information (name, mobile, date of birth)
- Complete KYC verification
What is KYC and why is it required?
KYC (Know Your Customer) is a mandatory verification process required by RBI for all financial transactions.
What you need:
What you need:
- Valid PAN (Permanent Account Number)
- Valid Aadhaar number
- Bank account details
- We verify your PAN with NSDL
- We verify your Aadhaar with UIDAI
- Verification is instant and digital
- No physical documents needed for KYC
How do I update my information?
- Log in to your account
- Go to Profile/Settings
- Update information (email, mobile, address)
Sending Money
What purposes can I send money for?
Permitted under LRS:
- Education: Tuition fees, living expenses, GIC payments
- Student Accommodation: Housing and rent
- Travel: Tourism, business travel, tour packages
- Medical: Treatment, hospitalization abroad
- Family Maintenance: Supporting relatives
- Gift: Personal gifts to individuals
- Employment: Work-related transfers
- Emigration: Permanent migration expenses
- Visa Fees: Application fees
- Exam Fees: International test fees
How much can I send?
- Annual Limit: USD 250,000 per individual per financial year (April to March)
- Per Transaction: No specific limit, but total cannot exceed annual limit
Which countries can I send money to?
We support transfers to 180+ countries across:
- North America (USA, Canada)
- Europe (UK, EU countries, Switzerland, and more)
- Asia-Pacific (Australia, New Zealand, Singapore, Hong Kong, Japan, and more)
- Middle East (UAE, Saudi Arabia, and more)
- Africa (South Africa, Kenya, and more)
- Other regions worldwide
How long does a transfer take?
- Standard Processing: T+1 business days from payment to recipient receipt
- Average Time: 24 hours
- Factors Affecting Time:
- Document verification time
- Banking hours and holidays
- Intermediary bank processing
- Beneficiary bank processing
- Tracking: Real-time updates available on your dashboard
What payment methods are accepted?
Available Methods:
- Net Banking
- UPI
- NEFT/RTGS/IMPS
- Debit/Credit Cards (via payment gateway)
- Payment must be from your own bank account
- Account must be in your name
- Must be in Indian Rupees (INR)
Documentation
What documents do I need?
Basic Documents (Always Required):
- Your PAN card
- Your Aadhaar card
- Education:
- Student passport (front & back)
- University admission letter
- Visa (if available)
- Education loan sanction letter (if applicable)
- Travel:
- Traveller passport
- Valid visa
- Round-trip flight tickets
- Invoice from travel provider
- Medical:
- Patient passport
- Medical visa
- Flight tickets
- Medical invoice/estimate
- Student Accommodation:
- Student passport
- Admission letter
- Rental agreement
- Utility bill (if landlord is individual)
How do I upload documents?
- Log in to your account
- Initiate your transaction
- Go to "Upload Documents" section
- Click "Choose File" for each document
- Select clear photos/scans from your device
- Upload and submit
What if I don't have a document?
Exemptions Available:
- If beneficiary details missing from rental agreement: Email or website screenshot showing bank details
- If course details missing from admission letter: Email or portal screenshot
- If bank details needed for university: Email confirmation or portal screenshot
How long does document verification take?
Typical Timeline:
- Instant verification: KYC (PAN, Aadhaar)
- Document verification: 30 minutes during banking hours
- May be longer if additional verification needed
Exchange Rates & Fees
How are exchange rates determined?
Rate Structure:
- Based on IBR (Interbank Rate)
- Plus applicable markup
- Real-time market rates
- Live rates shown on platform
- Updated continuously
- Locked for 30 minutes after booking
When is the exchange rate applied?
The exchange rate is locked when you:
Rate Changes: Rates fluctuate with market conditions - the rate you see may change before you complete payment.
- Confirm your transaction
- Complete payment
Rate Changes: Rates fluctuate with market conditions - the rate you see may change before you complete payment.
What fees does Fairexpay charge?
Transparent Pricing:
- Service/transaction fees
- Shown upfront before confirmation
- No hidden charges
- Complete breakdown provided
- Payment gateway charges (if applicable)
- SWIFT Fee
- Nostro Fee
Can I get a better exchange rate?
We provide competitive real-time market rates. Exchange rates are determined by:
- Global foreign exchange markets
- Demand and supply
- Economic factors
- Banking costs
TCS (Tax) Information
What is TCS and why is it charged?
TCS (Tax Collected at Source) is a tax, not a Fairexpay charge.
Why It's Charged:
Why It's Charged:
- Government requirement under the Income Tax Act
- Collected on behalf of the Income Tax Department
- Your tax liability on international transfers
- TCS certificate provided for your records
- Claim as tax credit when filing income tax returns
- Reduces your overall tax liability
What are the TCS rates?
TCS Rates (as per prevailing norms):
- Education Loan (from Financial Institution): 0% TCS
- Education Fees (Non-Loan): 5% TCS on amounts above ₹10,00,000
- Medical Treatment: 5% TCS on amounts above ₹10,00,000
- Overseas Tour Packages:
- 5% TCS up to ₹10,00,000
- 20% TCS on amounts above ₹10,00,000
- Other LRS Purposes (including gifts, family maintenance, employment, emigration, and other transfers): 20% TCS on amounts above ₹10,00,000
Can I get TCS refund?
TCS is Refundable when you file income tax returns:
How to Claim:
How to Claim:
- TCS certificate provided by Fairexpay
- Include the TCS amount in your tax return
- Claim as a tax credit
- Reduces your total tax liability
- Excess TCS refunded by the Income Tax Department
Transaction Status & Tracking
How do I track my transaction?
- Log in to your account
- Go to "My Remittances" dashboard
- View all transactions and their status
- Click on specific transaction for details
- Payment Received
- Transaction Under Review
- Processing
- Completed
- Email updates at each stage
- SMS notifications
- Dashboard updates
What do different statuses mean?
- Initiated: Transaction created, awaiting payment
- Payment Pending: Awaiting your payment
- Payment Received: Payment successfully received
- Transaction Under Review: We're verifying your documents
- Processing: Transaction submitted to banking partners
- Hold: Additional Documents Required
- Completed: Transaction successfully processed
- Rejected: Transaction rejected (refund will be processed)
- Cancelled: Transaction cancelled
When will my beneficiary receive the money?
Standard Timeline: T+1 business days from payment. Average: 24 hours.
SWIFT Copy: Proof of payment provided once transaction is processed.
Delays Possible Due To:
SWIFT Copy: Proof of payment provided once transaction is processed.
Delays Possible Due To:
- Weekends and holidays
- Additional verification requirements
- Banking network delays
- Beneficiary bank processing time
What is a SWIFT copy?
SWIFT Copy is proof of payment initiation showing:
Use: Can be shared with beneficiary as proof of transfer.
- Transaction reference number
- Amount sent
- Beneficiary details
- Date of transfer
Use: Can be shared with beneficiary as proof of transfer.
Refunds & Cancellations
How do refunds work?
You are not required to take any action to initiate a refund. Upon transaction rejection, the refund will be processed by the bank.
1. Transaction Rejections by the Bank
If a transaction is rejected by your bank for any reason:
If funds are remitted but not accepted by the beneficiary bank for any reason:
Bank Account Proof: In certain instances, you may be required to provide proof of your bank account to facilitate the refund, such as:
1. Transaction Rejections by the Bank
If a transaction is rejected by your bank for any reason:
- Refund Timeline: Credited to your source account within 48 working hours from the date of rejection
- Deductions: Only payment gateway charges will be deducted from the refund amount
If funds are remitted but not accepted by the beneficiary bank for any reason:
- Refund Timeline: Credited to your source account within 7 working days
- Deductions: Handling charges and the applicable Forex rate prevailing on the day of the refund will be deducted
Bank Account Proof: In certain instances, you may be required to provide proof of your bank account to facilitate the refund, such as:
- A cancelled cheque of the account from which funds were transferred
- A bank statement evidencing the debit entry of the transfer
Security & Privacy
Is my money safe with Fairexpay?
Yes. Your money is protected through:
- RBI Recognised: Regulated operations
- Banking Channels: All transfers through RBI-authorized banks
- No Direct Handling: We don't hold your funds
- Secure Processing: Banking-grade security protocols
How is my data protected?
Security Measures:
- ISO 27001 certified security management
- SOC 2 Type II certified controls
- Banking-grade encryption
- Multi-layered security architecture
- 99.9% uptime guarantee
- Regular security audits
- Stored securely with restricted access
- Never sold to third parties
- Shared only for transaction processing and compliance
- Protected under strict privacy policies
Common Issues & Solutions
My payment failed. What do I do?
Check:
- Sufficient funds in account
- Daily transaction limit not exceeded
- Correct payment details entered
- Bank account is active and operational
- Retry payment
- Try a different payment method
- Contact your bank if the issue persists
- Contact our support for assistance
My documents were rejected. Why?
Common Reasons:
- Documents unclear or illegible
- Missing required information
- Expired documents
- Documents not in accepted format
- Information mismatch
- Check the rejection reason in the dashboard
- Upload clear, complete documents
- Ensure all required information is visible
- Contact support if unsure
Beneficiary hasn't received money. What should I do?
Check:
- Transaction status in your dashboard
- Expected timeline (T+1)
- Correct beneficiary details provided
- Check their bank account
- Confirm account details are correct
- Share the SWIFT copy for their reference
How do I add a new beneficiary?
- Log in to your account
- Go to "Beneficiaries" section
- Click "Add New Beneficiary"
- Enter beneficiary details (Name, Country, Bank details - IBAN/SWIFT/Account Number, Address)
- Save beneficiary and use for future transactions
Business Solutions
Fairexpay provides specialized solutions for businesses, including:
- LRS API: For seamless integration
- White-Label Web Applications: Custom branded solutions
- Remittance Management System (RMS) Dashboard: Comprehensive control
Contact Support
How can I reach customer support?
What information should I provide when contacting support?
For Faster Resolution:
- Transaction ID/Reference number
- Registered email and mobile
- Date of transaction
- Description of issue
- Screenshots (if applicable)
- Any error messages received
When will I receive a response?
Response Times:
- Email: 24-48 hours
- Phone: Immediate during business hours
- Complex Issues: May take 3-5 business days
Still Have Questions?
Can't find your answer?
- Search Our Help Center: Use the search bar above
- Browse FAQs: Check category-specific FAQs
- Contact Support: Reach out to our team
- Visit Contact Page: For department-specific contacts
We're Here to Help: Your satisfaction is our priority. Don't hesitate to reach out!
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This Help Center is regularly updated with new content. For the most current information, please check our website or contact customer support.