1. I received an email that says,'Deleted' – what does it mean?

The following factors may contribute to your remittance being voided:

• If payment has not been received upon agreed time frame (more than 24 hours) and without evidence of payment provided.
• If you had made any changes however system can no longer override, therefore voiding the current transaction to make way for a new one.
• If for any reason that your remittance is in breach of our terms and conditions.

When you receive an email notification and believe that this is not the case, please contact us immediately.

2. I received an email that says, 'Awaiting Payment' – what does it mean?

This means that our system has acknowledged your request and is now awaiting of your payment to clear on our end. If you had made payments before making a request. Please contact us immediately so we can easily link your payment.

3. I received an email that says, 'Processing' – what does it mean?

As soon as we your payment has cleared on our end, the process of your transaction will now commence. Estimated time of delivery will be applied according to the service type.

4. I received an email that says, 'Paid' – what does it mean?

Once your remittance has reached the Recipient's end and has successfully been delivered, our system signs off then transaction process is now complete.

5. Will I get notified when money is available to my beneficiary?

Exactly! You will receive a step-by-step email notification of the status of your remittance on your nominated email address.

6. How long before my beneficiary will receive the money I sent to his bank account?

Credit to BDO bank accounts will be available same day and end of day for non-BDO bank accounts with a 12:00 PM AEST GMT+10 Brisbane cut-off time. Otherwise, available on the next day. Crediting to non-BDO bank accounts in the Philippines may take up to 10:00 PM AEST GMT+10 Brisbane.

Please note that processing is when payment has cleared on our end.

7. How long before my beneficiary will be able to pick-ups the funds I sent?

Cash pick-ups will be available within 2-3 hours AFTER your payment has cleared on our end.

8. I'm having trouble uploading my documents, what should I do?

If you have trouble uploading a document through our website, you can email them to
support@pinoyfirst.com.au

9. What are your trading hours?

Our office is open for trading from 9:00 AM - 6:00 PM AEST (GMT+10 Brisbane). Instructions made outside these trading hours will be processed the next business day.

10. How can I use your service?

You first need to register with us to comply with our Know-Your-Customer requirements. To do that, click the 'Sign Up' button at the top. It's a one-step, one-time hassle-free registration. Use the service as soon as we have verified your identity.

For new AUSTRAC regulations, we are only accepting Passports (both Australian and International Passport with valid visa) and Australian Driver's Licence as evidence of identity; together with evidence of current address to complete the registration.

11. Can I send multiple transactions?

Yes, absolutely! You can send multiple transactions to different recipients and will be charged accordingly.

12. What types of delivery methods can you do?

1. Bank account
   Credit to any bank account in the Philippines.
2. Cash pickup
   Send cash to be collected at any network partner conveniently located nearby.
3. Home delivery
   Personally delivered cash at your doorstep.

13. Where can my recipient collect my transaction?

With our network partners, your recipient may collect the money you sent to any of the following:

1. A Tambunting Pawnshop
2. Palawan Pawnshop
3. M Lhuillier Kwarta Padala
4. Cebuana Lhuillier
5. Banco de Oro branch
6. SM Forex counter
7. Rural Banks
8. Bayad Center
9. Prime Asia Pawnshop

14. How can I check the exchange rate for today?

There are multiple ways to check exchange rate:

1. By visiting our website at https://pinoyfirst.com.au
2. By following our Facebook Page: https://facebook.com/PinoyFirstAustralia; or
3. By simply giving us a call on our toll-free number: 07 3063 4777.

15. How much can I send?

The minimum amount to send is A$10.00 and maximum amount is A$5,000.00. If you wish to send more than A$5,000.00, we may request additional information or documents from you, subject for approval. Please email support@pinoyfirst.com.au

16. Do you cater to companies as well?

Pinoy First caters to individuals only. We'll let you know once we do!

17. How do I pay for my remittance?

You can make payments using Internet Banking to our bank account. Our bank account details will be sent to you once completing a Transaction Request or upon request to support@pinoyfirst.com.au.

18. Can I make cash deposit payments?

Pinoy First only takes payments over internet banking to our bank account.

19. Will it incur extra fees for Internet Banking payments?

The beauty of Internet Banking payments is that not only does it provides a safe and secure way to make payments but also free of charge. Ask your bank today for more information.