Having questions about the EMQ SEND App?
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We currently offer support via:
7 Days a Week from 9:00am to 6:00pm (including National Holidays)
Remittance from Hong Kong:
Through our partnership with major banks in Hong Kong and our supported countries, we are able to deliver payments to your recipients in real time as soon as your payment is deposited.
Through the EMQ SEND App, you can place a transfer order by selecting a destination country, the amount you want to transfer, your pay-in method, the recipient’s information, and your preferred delivery method.
Once your payment is received and verified through our system, we will place a transfer order from reserves held in the recipient country to complete the payment domestically, ensuring your hard-earned money is delivered in the most secure and efficient manner.
With our cost-reducing practices, we are able to provide you with the most cost-efficient money transfer service at a fraction of the cost of banks and other remittance providers. EMQ only charges you, and never your recipient, a one-time fee for each transfer. In addition, we offer you the most competitive exchange rates to ensure that your friends and family get the most value for your hard-earned money. Furthermore, with the support of our partner banks, our development team is fully dedicated to providing the fastest, most secure and transparent service, so that you can rest easy in knowing your money will arrive in its full value, each and every time.
If you are a user of the EMQ SEND App, EMQ may contact you through an in-App push notification or through SMS to the mobile phone number registered with your EMQ account.
If you are the recipient of a money transfer, EMQ may send SMS messages to your mobile phone number provided by the sender.
We support versions 4.1 and above.
Download the EMQ SEND App on the Google Play Store
Follow these 4 steps to create your EMQ SEND account:
Next, continue on to account verification before completing the registration process.
Please allow up to 5 minutes for the registration code to arrive and try not to tap the “RESEND CODE” button during that time.
If your code has not arrived after requesting a “RESEND CODE”, contact our live in-App chat support.
After creating an account with the EMQ SEND App, follow these 4 steps to verify your account:
Upon completion of the above 4 steps, we will send notification once your personal information has been reviewed and approved. You can tap the “TRANSFER MONEY NOW” to start requesting a transfer.
Your account verification will take up to 10 minutes. Our team personally examines each account individually to ensure the security of our customers and to maintain compliance with Hong Kong regulations.
As per Hong Kong AML and CTF regulations, we must verify the identity and establish legal residency of each of our users.
We use your phone number for the registration process and to verify your identity for security purposes.
No. Each user can create only one EMQ SEND account but you do multiple transactions through your registered account.
Follow these 4 steps to reset your password:
You won’t be able to change your username. Your username must be the same as your ID name for security purposes.
To make changes to your “Nationality” and “HK Residential:
Go to the “ Transactions” page where you can access from the Menu to view all your transactions whether it’s completed, canceled, and pending. You can tap on a specific transaction to view its details.
EMQ will close account upon the customer’s request, however, we need to keep historical records in compliance with government regulations.
Follow these 6 steps to make a money transfer to a new or existing recipient in the EMQ SEND App:
Typically 1 to 2 business days after customers pay in.
* Note: Depends on the payout method and country, E-wallet is usually within 5 minutes. Bank remittance is usually 1 to 2 business days after customer pay in.
EMQ converts your international transfer into two local transfers to save you all the interbank exchange fees. You will be charged only once for the entire money transfer process.
Follow these 5 steps to add a recipient to your EMQ SEND account:
Yes, you can add multiple pay-out methods to a recipient by simply tapping “+ Pay-Out Option” in your recipient’s profile page.
No, your recipient will not be charged any fees when you send money.
Our exchange rates are refreshed daily. We select the most competitive rates to provide you the most value out of every transaction.
You can check our daily rates in the EMQ SEND App.
As per Hong Kong AML and CTF regulations, we are required to inquire about the nature of each transfer.
As per Hong Kong AML and CTF regulations, we are required to set a daily limit for the total amount sent by a user, and the amount sent in each transfer in order to seek additional verification and information before we can process the transactions.
You cannot increase limit per transaction, only increase allowance for cumulative limit
For monthly cumulative amount above and equal to HKD8,000, customer has to provide the following supporting documents for validation:
You can track the progress of your transaction in the “Transactions” page or in the “History” tab of your recipient’s profile page in your EMQ SEND App.
Your recipients can receive money through:
Your recipients can receive money through:
No, you do not need a Hong Kong bank account to use our service. To use the JET Payment pay-in method, however, you will need an ATM card with JETCO compatibility.
* Note: Check your ATM card for the JETCO logo to see if your card supports JET Payment.
All pay-in deposits must be made through JETCO supported ATMs.
Follow these steps:
Yes, you need to pay in the exact transfer amount.
We will send an SMS message to the recipient phone number listed by the sender notifying you when a payment is available for cash pick-up.
We will send an SMS message to the recipient phone number listed by the sender notifying you when a payment has been made to your bank account.
We will send you an in-App notification to let you know that the payment has been transferred to the recipient’s bank account and is available for pick-up at the cash pick-up location.
You will need to be present at the cash pick-up location; you will also need to present your photo ID with a name exactly matching the one provided by the sender. EMQ will send an SMS message containing the money order code.
You will need to be present at the cash delivery location during delivery; you will also need to present your photo ID with a name matching the one provided by the sender. EMQ will send an SMS message containing the money order code.
You will need access to the bank account to which the money has been transferred to.
No, you do not need to have an account registered with EMQ SEND to receive a payment from a sender. We will contact you with the number provided by the sender to notify you that a payment has been made to you.
Please allow at least 3 business days for processing after the pay-in deposit has been made for the receipt of your payment. Check with the sender to make sure the transaction has not been cancelled. If you believe a mistake has been made, please contact our in-App chat support.
If the transaction is under review, you can contact Customer Support to change or cancel the transaction, but if the transaction has already been approved then you will not be able to change or cancel it. Your transaction may be canceled if the payment deposit is past-due.
Your transaction may be canceled if your account or the transaction is flagged for suspicious activity. If you believe there has been a mistake, please contact our in-app chat support.
We will notify you and refund the money to your local Hong Kong bank account.
To enter a promo code:
* Note: The promo code is case sensitive. Make sure you enter the code in the exact format.
Please refer to the Terms of Customer Agreement which is located here.
As a company, we pride ourselves on the integrity and transparency of our business. For this reason, EMQ relies on comprehensive and thorough KYC (Know-Your-Customer) and AML (Anti Money Laundering) policies. Furthermore, EMQ holds an approved Money Services Operator license issued by the Hong Kong Customs and Excise Department (License No. 14-09-01486).
Working with established bank partners and complying with the government regulations in each countries we operate in, EMQ is a trusted and safe alternative to transfer money internationally.
We take your EMQ Send account safety very seriously and have specially designed two-factor authentication, biometric entry, end-to-end encryption, and zero financial data stored on your device, all to keep you protected.
[Two Factor Authentication / Multi-Factor Authentication]: Two-factor authentication safeguards your account by requesting two pieces of information when you log in to EMQ Send — (1) your phone number and password (2) the six-digit verification code that's sent to your mobile device through SMS with the phone number registered to your EMQ Send account.
[End-to-End encryption]: All your data to and from your EMQ Send account on your device, to our secure servers, is completely encrypted and unreadable.
[Data storage]: EMQ Send does not keep any transaction data in your device. For this reason, you may notice that if you are not online, your device will not show any of your EMQ Send information you normally see when you log on and have an active internet connection.
We store your information in a secure server managed by EMQ. Additionally, all communication is encrypted to and from the App.
Only delegated and limited staff are authorized to access personal information in order to complete transaction.
We maintain a record of every transaction for up to seven years.
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