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International Transfers FAQ’s

What are the fees associated with International Transfers?

For local currency delivery there is a fee of $2.50 – $7.50 depending on the country you are transferring to, plus additional online bill payment fees. See your bank account fees service fees for more details.

How do I contact International Transfers?

Phone 1-604-256-6200
Email support@internationaltransfers.ca
Live Chat A chat feature is available on the International Transfers landing page when accessed within online banking.

What are some common reason people send International Transfers?

  • Buying an overseas property or holiday home abroad
  • Transferring US money to your NPSCU US account
  • Paying for overseas tuition fees for child or grandchild
  • Overseas investments
  • Sending money to friends or family who live abroad
  • Paying for accommodation/luxury holidays
  • Supporting a family member who is travelling overseas
  • Paying for a wedding abroad
  • Overseas mortgage payments
  • Paying for work to be completed overseas
  • Paying for overseas medical expenses

What is the maximum transfer amount?

You can transfer up to $25,000 or, or as little as $10.

How do I keep track of my International Transfers?

Your transfer will appear in your transaction history in online banking in real-time, plus, you’ll receive an email notification when the transfer has left your account and when it arrives at the recipient’s account.

When can I make an International Transfer?

Anytime, anywhere.

How long does an International Transfer take?

2-4 business days.

How do I make changes to my personal details in International Transfers?

To make changes to personal details in the system, please reach out to the International Transfers support team at support@internationaltransfers.ca or call 604.256.6200.

When I change my International Transfer personal details, will NPSCU see it?

International Transfers is an independent vendor. The information they collect and use is between them and the user. Any changes will not be shared with NPSCU due to personal identity information regulations.

Can I change/edit my email address in my International Transfer profile at any point in time?

Once data is pulled from the NPSCU online banking customer profile and the sender accepts the Terms and Conditions, any changes to personal information can only be executed by the International Transfers support team. For security reasons, a series of questions will be asked to identify the sender to allow information to be changed or edited.

Can I change/edit my email address in my International Transfer profile at any point in time?

Once data is pulled from the NPSCU online banking customer profile and the sender accepts the Terms and Conditions, any changes to personal information can only be executed by the International Transfers support team. For security reasons, a series of questions will be asked to identify the sender to allow information to be changed or edited.

What if I don’t have a valid government photo ID?

Senders that do not have valid government photo ID can contact International Transfers at support@internationaltransfers.ca or call 604.256.6200 or use live chat on the system to discuss what other forms of ID may be acceptable.

Does International Transfers allow a Rural Route (RR) or a PO Box for a sender address?

If the sender resides in a rural area, a Rural Route or land/lot description will suffice to meet the physical address recordkeeping requirements. However, for the purpose of ID verification, which is part of a two-step (dual) identity verification, a driver’s license needs to be submitted to confirm RR or PO Box. Unless ID verification and recordkeeping requirements are met, the sender will not be authorized to send an International Transfer.

How long does it take to complete verification once a profile is entered? And how is the sender notified that they are set up and can proceed?

As soon as a sender passes address verification and sends in identification, they are good to trade immediately.

What happens if I fail to send in ID?

In the event the sender fails to send in ID, then no trades will be processed until they have sent in ID. A sender can transact without ID verification, but the payment will not be dispatched. If no ID is uploaded the transaction will be rejected and the funds returned. There may be costs to the user to unwind the transaction. If International Transfers cannot reach the sender directly, funds will be returned via Central 1 at a charge of $20.

Is it possible to send transfers from a US account?

Currently, no. All transfers must be withdrawn from a Canadian dollar account.

Can you transfer to your US account with NPSCU? How does the transfer into a sender’s US Dollar account with the credit union settle?

Yes. Senders will be able to exchange and transfer Canadian dollars to US dollars using the International Transfers product. This transfer will take one to two business days to complete and if the amount is under $500 it will be subject to a $2.50 fee charged by International Transfers.

Can I track the status of a transaction?

No. A sender is notified when the transaction has been dispatched to the recipient. The sender would have to confirm receipt of the funds with the recipient. Funds take approximately 2 to 4 business days but can take longer under some circumstances.

Is the system configured to accept Rural Route (RR) and PO Box for recipients?

International Transfers has a responsibility to gather the physical address. If a PO Box is provided for a recipient, International Transfers will reach out to the sender to get the physical address.

Can the recipient be a company/business?

Yes. A business can be a recipient.

Does the system guide the user on how to complete the recipient details? Example: are there flags like, “PO Box not accepted”, “must include intermediary”, “account number too short”, etc.

A video within the application will help explain how to set up a recipient account and execute a transaction. Recipient templates are customized for destination countries where there is a defined number of characters for code, transit and institution number. However, since the number of digits for account numbers may vary from bank to bank, the fields for those are not fixed. Once a recipient account is added, the International Transfers team will review and flag issues to the customer prior to payment processing.

What if a user enters incorrect recipient information?

There are validation controls in place for recipient information based on the jurisdiction which will not allow incorrectly formatted financial information (IBAN, Sort Code etc.). If International Transfers detects a potential issue the payment will automatically be paused, and International Transfers will reach out directly to the user. However, International Transfers is not responsible for incorrect recipient information.

What is the return process for transactions rejected by the recipient’s financial institution?

Occasionally transactions get returned by a recipient’s financial institution due to errors such as an account number and name mismatch or an incorrect account or name. International Transfers will reach out to the sender to correct the information and retry. If the funds must be returned to the sender, there are two options:

International Transfers can return the funds via Central 1 through digital banking which will incur a charge, or

International Transfers can return funds directly to the remitter. Although International Transfers does not charge for this, there may be other fees deducted such as of market moves, etc.

Is there an alert sent to the sender when a new International Transfer recipient is added?

Every time a new recipient is added, the sender receives a note to say a new recipient has been added. If they have not added a recipient, they should contact International Transfers at support@internationaltransfers.ca or call 604.256.6200.

How safe is my transfer?

Your transfer is protected with AES 256-bit encryption, automated identity verification, anti-money laundering procedures, automated online checks, advanced anti-fraud safeguards and insurance coverage - all through a FINTRAC-regulated entity.

Is International Transfers offered in a mobile channel?

Yes. Mobile Web and Mobile App (v15 and higher) are supported for online banking.

Are business members able to send International Transfers through MemberDirect Small Business (MDSB)?

No. This service is currently not available through MDSB.

Is International Transfers replacing the in branch “Wires” service for personal members, or can personal members still request wire transfers internationally through the branches?

With the launch of International Transfers, personal members will be asked to use International Transfers through their online banking for any international transfers going forward. Domestic transfers may still be requested using the Wire Transfer services at the branches. In rare circumstances, we may still agree to send an international wire transfer for members through the wire transfer service, however, NPSCU service charges will apply. The Wire Transfer service will continue to be offered to Businesses for any domestic and international transfers.

What happens if I send an International Transfer over the amount they set during registration?

In the event a sender attempts to trade an amount that exceeds the set limit, a warning notification will be sent. They can override that limit and book a larger trade. However, the transaction will not be settled until a call is made to the sender to perform an identity verification and inquire about the specifics of the trade and trader. In the event that a flag was thrown- the trade would be delayed while International Transfers reached out to FAS@central1.com and the customer directly to understand the reason for payment and source of funds.

Can I make a one-off large trade or increase their trading limit?

If a sender wants to do a large trade they can contact the International Transfers support team at support@internationaltransfers.ca or call 604.256.6200 or use live chat on the system. They will have to answer security questions to verify their identity and provide the reason for the transaction as well as the source of funds. In the event it was a significant transaction like a house purchase or an asset purchase, an invoice or proof of purchase may be required. A decision would be made at that time whether this was a standalone transaction and the sender’s original limits would be left in place or if the sender’s payments behavior would be changing on an ongoing basis, which might support a permanent change of the limit.

Support for International Transfers is from 6 a.m. to 6 p.m. PT. Do they have a hotline to address fraud issues?

In the event a credit union notices a suspicious transaction, a sender alerts that a new recipient was added without their permission, or in case of any other issues with a transaction, they should reach out to International Transfers at support@internationaltransfers.ca or call 604.256.6200, or e-mail antifraud@agilityforex.com. Any suspicious payment not already sent will be delayed and the account will be suspended until an investigation takes place to confirm that the customer’s account is not compromised.

Does International Transfers support real-time processing?

No. Please note that International Transfers only settles transactions from Monday to Friday. No outbound payments are made by International Transfers until at least 9:30 to 10:00 a.m. PT on the trade date plus one day.

Can a transfer be cancelled before deposit? If yes, is there a return fee and can members initiate this online?

A sender can call International Transfers to cancel a transaction the same day. Their funds would be returned to them via one of two methods:

International Transfers can return the funds via Central 1 through digital banking which will incur a charge, or

International Transfers can return funds directly to the remitter. Although International Transfers does not charge for this, there may be other fees deducted such as of market moves, etc.