Frequently asked questions

M-STB Remit Limited is registered with the Financial Conduct Authority as a Small Payment Institution under the Payment Services Regulations 2017. FCA reference number: [INSERT FCA FRN].

M-STB supports only the sending countries and destination corridors displayed as available in the live quote tool. Intended destination coverage includes The Gambia, Senegal, Nigeria, Somalia, Kenya, Guinea-Bissau and Côte d'Ivoire, subject to market-specific approvals and operational readiness.

Use the country and language controls in the website header or footer. Changing the sending country moves you to the corresponding market subdomain and may change the currency, payment methods, legal terms, support details and available destinations. Changing the language changes the interface language but does not change the sending market.

M-STB will refresh the receiving currency, exchange rate, fee, transfer limits, delivery methods, recipient requirements and estimated delivery time. Review the updated quote before continuing.

Yes. Enter the amount, destination and delivery method to see the available rate, fee, total payable and expected recipient amount before registration, subject to live system availability.

You can use the M-STB website or another approved digital channel. Eligible customers may also obtain help from an approved M-STB agent.

The quote will show the available bank-deposit, mobile-wallet or cash-pickup options for the selected destination and transaction.

The transfer fee, exchange rate, total payable and expected recipient amount will be shown before you confirm.

The estimated time depends on payment method, delivery method, customer and recipient information, compliance checks, partner availability and local operating hours. An estimate is not a guarantee.

Rates can change with market conditions or when a quote expires. M-STB will show the refreshed rate and amounts before you confirm payment.

You will normally need an accepted identity document. M-STB may also request proof of address, source-of-funds information or supporting documentation.

Payment-service providers must understand customers and transactions and maintain controls against fraud, money laundering and other financial crime.

Yes. M-STB may decline, delay or cancel a transaction where required by law, regulation, internal risk controls or payout-partner requirements. M-STB may not always be permitted to provide detailed reasons.

Contact M-STB immediately. A transfer cannot normally be cancelled after the recipient has received or collected the funds. Cancellation and refund rights depend on the transaction status and Customer Terms.

Where a refund is due, it will normally be returned through an appropriate method connected to the original payment. Fees and exchange-rate adjustments will be handled under the Customer Terms.

Do not use your account to send money on behalf of another person unless M-STB has expressly approved the arrangement.

Payments should normally come from a payment method held in the sender's name. Third-party payments may be rejected or reviewed.

Use the official M-STB agent finder or contact customer support. Do not pay a person claiming to be an agent unless the location is shown in the approved directory.

Use the Complaints page to contact the complaints team by email, telephone, post or online form.

[INSERT APPROVED DISCLOSURE FOLLOWING LEGAL AND COMPLIANCE REVIEW]. Do not state or imply FSCS protection unless verified.