Question 1

How does sending money to Australia work?

Accepted Answer

How long does it take?

Transfers to Australia via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Australia are flat and shown before you confirm:

• From Indonesia:
  - Bank deposit: IDR 25,000
  - Bank deposit: IDR 30,000
  - Bank deposit: IDR 35,000

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive AUD rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Australia can receive funds via:

• Bank deposit (AUD) — paid directly into your recipient's bank account.

Question 2

How does sending money to Belgium work?

Accepted Answer

How long does it take?

Transfers to Belgium via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Belgium are flat and shown before you confirm:

• From Indonesia: IDR 75,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive EUR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Belgium can receive funds via:

• Bank deposit (EUR) — paid directly into your recipient's bank account.

Question 3

How does sending money to China work?

Accepted Answer

How long does it take?

Transfers to China via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to China are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive CNY / USD rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in China can receive funds via:

• Bank deposit (CNY) — paid directly into your recipient's bank account.
• Bank deposit (USD) — paid directly into your recipient's bank account.

Question 4

How does sending money to Denmark work?

Accepted Answer

How long does it take?

Transfers to Denmark via bank deposit arrive within 1 business day.

What are the fees?

Fees for sending to Denmark are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive EUR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Denmark can receive funds via:

• Bank deposit (EUR) — paid directly into your recipient's bank account.

Question 5

How does sending money to France work?

Accepted Answer

How long does it take?

Transfers to France via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to France are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 75,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive EUR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in France can receive funds via:

• Bank deposit (EUR) — paid directly into your recipient's bank account.

Question 6

How does sending money to Germany work?

Accepted Answer

How long does it take?

Transfers to Germany via bank deposit arrive within 1 business day.

What are the fees?

Fees for sending to Germany are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 75,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive EUR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Germany can receive funds via:

• Bank deposit (EUR) — paid directly into your recipient's bank account.

Question 7

How does sending money to Hong Kong work?

Accepted Answer

How long does it take?

Transfers to Hong Kong via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Hong Kong are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive HKD rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Hong Kong can receive funds via:

• Bank deposit (HKD) — paid directly into your recipient's bank account.

Question 8

How does sending money to India work?

Accepted Answer

How long does it take?

Transfers to India via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to India are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive INR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in India can receive funds via:

• Bank deposit (INR) — paid directly into your recipient's bank account.

Question 9

How does sending money to Indonesia work?

Accepted Answer

How long does it take?

Speed depends on the payout method your recipient chooses in Indonesia:

• Bank deposit: arrives typically under 1 hour, same day guaranteed.
• Mobile wallet: arrives typically under 1 hour, same day guaranteed.

Transfers are paid out through Indonesia's real-time network. Actual delivery depends on your recipient's bank or wallet provider.

What are the fees?

Fees for sending to Indonesia are flat and shown before you confirm:

• From Australia: $5.00 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive IDR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.

How does my recipient receive it?

Your recipient in Indonesia can receive funds via:

• Bank deposit (IDR) — paid directly into your recipient's bank account.
• Mobile wallet (IDR) (GoPay) — credited to your recipient's mobile wallet.

Question 10

How does sending money to Italy work?

Accepted Answer

How long does it take?

Transfers to Italy via bank deposit arrive within 1 business day.

What are the fees?

Fees for sending to Italy are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive EUR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Italy can receive funds via:

• Bank deposit (EUR) — paid directly into your recipient's bank account.

Question 11

How does sending money to Japan work?

Accepted Answer

How long does it take?

Transfers to Japan via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Japan are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 100,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive JPY rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Japan can receive funds via:

• Bank deposit (JPY) — paid directly into your recipient's bank account.

Question 12

How does sending money to Lithuania work?

Accepted Answer

How long does it take?

Transfers to Lithuania via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Lithuania are flat and shown before you confirm:

• From Indonesia: IDR 75,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive EUR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Lithuania can receive funds via:

• Bank deposit (EUR) — paid directly into your recipient's bank account.

Question 13

How does sending money to Malaysia work?

Accepted Answer

How long does it take?

Transfers to Malaysia via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Malaysia are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive MYR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Malaysia can receive funds via:

• Bank deposit (MYR) — paid directly into your recipient's bank account.

Question 14

How does sending money to Netherlands work?

Accepted Answer

How long does it take?

Transfers to Netherlands via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Netherlands are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 75,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive EUR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Netherlands can receive funds via:

• Bank deposit (EUR) — paid directly into your recipient's bank account.

Question 15

How does sending money to Pakistan work?

Accepted Answer

How long does it take?

Transfers to Pakistan via bank deposit arrive within 1 business day.

What are the fees?

Fees for sending to Pakistan are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive PKR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Pakistan can receive funds via:

• Bank deposit (PKR) — paid directly into your recipient's bank account.

Question 16

How does sending money to Philippines work?

Accepted Answer

How long does it take?

Transfers to Philippines via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Philippines are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 75,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive PHP rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Philippines can receive funds via:

• Bank deposit (PHP) — paid directly into your recipient's bank account.

Question 17

How does sending money to Poland work?

Accepted Answer

How long does it take?

Transfers to Poland via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Poland are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 75,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive EUR rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Poland can receive funds via:

• Bank deposit (EUR) — paid directly into your recipient's bank account.

Question 18

How does sending money to Singapore work?

Accepted Answer

How long does it take?

Transfers to Singapore via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Singapore are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive SGD rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Singapore can receive funds via:

• Bank deposit (SGD) — paid directly into your recipient's bank account.

Question 19

How does sending money to South Korea work?

Accepted Answer

How long does it take?

Transfers to South Korea via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to South Korea are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 75,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive KRW rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in South Korea can receive funds via:

• Bank deposit (KRW) — paid directly into your recipient's bank account.

Question 20

How does sending money to Thailand work?

Accepted Answer

How long does it take?

Transfers to Thailand via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Thailand are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 75,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive THB rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Thailand can receive funds via:

• Bank deposit (THB) — paid directly into your recipient's bank account.

Question 21

How does sending money to United Kingdom work?

Accepted Answer

How long does it take?

Transfers to United Kingdom via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to United Kingdom are flat and shown before you confirm:

• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive GBP rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in United Kingdom can receive funds via:

• Bank deposit (GBP) — paid directly into your recipient's bank account.

Question 22

How does sending money to Vietnam work?

Accepted Answer

How long does it take?

Transfers to Vietnam via bank deposit arrive typically under 1 hour, same day guaranteed.

What are the fees?

Fees for sending to Vietnam are flat and shown before you confirm:

• From Australia: $5.00 per transfer.
• From Indonesia: IDR 50,000 per transfer.

The total cost is always shown upfront before you confirm.

What exchange rate do you offer?

We offer a competitive VND rate, locked when you confirm — with no hidden margin. Check the live rate and your total cost in our calculator, no sign-up required.

How do I pay?

From Australia
• Bank Transfer — Direct transfer from your Australian bank account. The in-app "Remitter Wallet" option is a prepaid top-up that is also funded by bank transfer.
From Indonesia
• Bank Transfer — Direct transfer from your Indonesian bank account.
• Danamon Virtual Account — Pay via a dedicated Danamon Virtual Account number through your mobile banking app.

How does my recipient receive it?

Your recipient in Vietnam can receive funds via:

• Bank deposit (VND) — paid directly into your recipient's bank account.

Question 23

What's the difference between business and personal accounts?

Accepted Answer

We support both personal and business customers, but the way you get started and what you can do is different.

Personal accounts

• Self-serve sign-up via our online dashboard at online.kangaroo-service.com. See How do I create an account?.
• Available on all live corridors that Kangaroo Service operates.
• Standard identity verification and the same per-destination-country limits described in What are the transfer limits?.

Business accounts

• Registration is via our call centre, not the online dashboard. Business customers cannot self-register on  at this time. Contact us and our team will set everything up with you.
• Business transfers are only available on selected corridors. Not every personal corridor is open for B2B traffic. Our team will confirm whether your corridor is currently supported when you get in touch.
• Business accounts get separate transfer limits that reflect typical commercial flows. These are agreed at onboarding and reviewed case-by-case as your activity scales.
• KYC moves up to KYB (Know Your Business): we'll ask for company-level documentation (registration certificates, beneficial-owner details, etc.) in addition to your personal ID, plus the relevant directors/signatories will go through individual KYC.

If you're a business looking to send internationally, give us a call. We'll walk you through the corridors and limits that apply to you and start the onboarding from there.

Question 24

Can I cancel a transfer?

Accepted Answer

You can cancel any transfer that's still in "New" status. Funds haven't been released yet.

• Australia customers (online): contact support with your transfer reference. We'll cancel the transfer and the funded amount stays in your Automatcher wallet.
• Indonesia customers (call centre): call or message our call centre. They can cancel for you.

Once a transfer is Processed, the funds have been released to your recipient's bank and we cannot reverse it from our side. See What if I sent money to the wrong account? for what can be done after that point.

Quotes that expire before funding arrives are automatically cancelled. You don't need to do anything. You'll just need to create a new transfer with a fresh quote when you're ready.

Question 25

Can I get a refund if my recipient never received the money?

Accepted Answer

If the transfer status is Error, yes: the funds are automatically returned to your Automatcher wallet. You can then re-send to the correct details (you'll need to create a new transfer with a fresh quote).

If the transfer status is Processed, the funds have been released to the destination bank. From here:

• If your recipient's account exists and is active but they haven't seen the funds within the expected delivery window, contact support. We'll investigate with the destination bank and follow up.
• If the funds were sent to a wrong-but-valid account (i.e. you entered the wrong account number and it happened to belong to someone else), see What if I sent money to the wrong account?.

Question 26

Can I increase my transfer limits?

Accepted Answer

Yes: limit increases are handled case-by-case by our call centre.

How it works

Contact our call centre and let us know what you're trying to send and why. The more context you can give us upfront (the purpose of the transfer, who the recipient is, what's driving the larger amount), the faster the review.
We'll tell you what additional documentation we need. Typical requests include:
   - Proof of source of funds, payslips, bank statements, tax notices, sale-of-asset paperwork, inheritance documents, etc. See What is proof of source of funds?.
   - Supporting documents for the destination, invoices, contracts, or other evidence connecting you to the recipient or the purpose of the transfer.
Our compliance team reviews what you've sent. If everything lines up, we'll process the transfer at the requested size.

Important caveats

• Reviews are case-by-case. We can't guarantee an increase up front. Every request is weighed against our regulatory obligations and the documentation you've provided.
• The per-destination-country hard limit can't be moved. Those limits are set with our payout partners on the ground and they apply to every customer for that corridor.
• It's worth asking ahead of time for a planned larger transfer. We can pre-review your documents so the transfer itself goes through without a hold once you start it.

Question 27

Can I track my transfer in real time?

Accepted Answer

Yes. Your Activity page shows the current status of every transfer with an expandable timeline (Submitted → Processed → Payment cleared).

We also send you transactional emails for the key moments:

• Each time your Automatcher wallet receives a credit
• When your transfer reaches Processed status (funds released to the recipient)

So you don't need to keep refreshing the page. Your inbox will tell you when something important happens. Per-step status emails and push notifications are on our roadmap.

Question 28

How do I check the status of my transfer?

Accepted Answer

Sign in to your account and open Activity. Every transfer you've sent appears with its current status and the recipient's name. Click into any transfer to see the full timeline (Submitted → Processed → Payment cleared), the amount and exchange rate, the recipient's details, and any receipts you've uploaded.

You can also see the most recent transfers on your Dashboard once you sign in.

If you'd rather have us look it up, contact our support team with your transfer reference.

Question 29

How do I create an account?

Accepted Answer

Creating a Kangaroo Service account takes a couple of minutes. The flow is different depending on where you're sending from.

Australia (self-serve dashboard)

Go to our online dashboard at online.kangaroo-service.com/sign-up and enter your email address and a password.
Check your inbox for our verification email and click the link inside. The link is valid for 24 hours. Unverified accounts are removed after that, and you can simply sign up again with the same email if you miss the window.
Once verified, sign in and complete your profile: personal info, address, and domicile (country you live in). All three are required before you can start identity verification.
After your profile is complete, choose how you'd like to verify your identity. See What documents do I need for verification? for what to have ready.

Indonesia (call centre)

Indonesia transfers are placed through our call centre rather than the online dashboard. You don't need to register an account up front. contact us and our team will set everything up with you, including identity verification. Indonesian self-serve sign-up is on our roadmap.

Costs

You don't need to deposit any money to sign up, and there's no fee for creating an account. You only pay our transfer fee. And even that is often $0, when you actually send money. See our transfer fees and pricing for the current schedule.

Question 30

How do I get a refund?

Accepted Answer

The path depends on why you want a refund:

Cancellation refund

If you cancelled a "New" transfer, the funds remain in your Automatcher wallet, ready for another transfer. To withdraw them back to your Australian bank account, contact our call centre. We'll need you to provide a BSB and account number in your name. The account holder must match the name we hold on file. Wallet withdrawals don't go through OSKO/NPP and typically take 1-3 business days.

Error refund

If your transfer failed at the destination (status "Error"), the transfer amount is automatically returned to your Automatcher wallet as soon as the destination side confirms the failure. From there, you can re-send (with corrected details if needed) or request a withdrawal to your bank account as above.

Indonesia deposit refund

Call our Indonesia call centre. We'll need a bank name and account number in your name. The account holder must match the name we hold on file. Indonesia refunds are processed the same business day.

See our Terms of Service for the full refund policy.

Question 31

How does Kangaroo Service make money?

Accepted Answer

Two places, both visible to you before you transfer.

A small transfer fee

Each corridor has a transfer fee that's published upfront in the rate calculator. On many of our corridors the fee is $0 for online customers; on the rest, it's a small flat amount we publish before you fund. There are no "service" or "processing" fees added later on top of what you see at quote.

A small margin on the exchange rate

Like every international remitter, we add a small margin to the wholesale mid-market rate we use as our base. That margin covers the cost of moving the funds, the payout partners on the destination side, our compliance obligations, and the team that keeps the lights on. The margin is already baked into the rate the calculator shows. Nothing extra is added between quote and confirmation.

That's it

We don't have other revenue streams stacked on top. No subscription tier, no per-transaction "convenience" surcharge, no kickback from the destination bank, no FX rebate scheme. The whole cost of your transfer is the fee plus the rate you see at quote. And you can always compare the destination amount against the mid-market rate before you decide to send.

The goal of publishing the rate calculator on every page is exactly this transparency: see the full cost up front, decide if it's a deal worth taking, and only then create an account.

Question 32

How is the exchange rate calculated?

Accepted Answer

Every Kangaroo Service exchange rate is built from two pieces:

The mid-market rate, the wholesale rate that banks and large institutions use when they trade currency with each other. It's the same rate you see if you search for "AUD to IDR" on Google or look at most financial news sites. Mid-market rates move constantly through the day.
A small margin added on top, which is how we cover our costs of running the service.

We don't add hidden bank fees or surprise spreads on top of that. What the rate calculator shows is the rate you get if you confirm the transfer within the quote window. There's no second markup at confirmation, and no rate change between the moment we quote you and the moment you fund.

Rate locking

When you accept a quote, the exchange rate is locked for the lifetime of that quote. If you fund within the window, that's the rate that converts your money. If the quote expires before funding arrives, the transfer auto-cancels and you'll need to create a fresh quote at the current rate. See Can I cancel a transfer? for what happens to your funds in that case.

Where to see the rate

The rate calculator on every page of kangaroo-service.com shows the live rate for your corridor and the exact destination amount the recipient will receive. There are no calculations hidden behind a sign-up wall, the rate you see before signing up is the rate you'd transact at.

For more on how the margin sits next to the mid-market rate, see Why is your rate different from Google's mid-market rate?.

Question 33

How long does identity verification take?

Accepted Answer

It depends on which verification method you use.

| Method | Typical turnaround |
|---|---|
| Online (biometric / Persona) | About 5 minutes end-to-end, and usually verified instantly on submission. |
| Offline (document upload) | 1-3 business days while our team manually reviews your documents. |
| Existing customer match | Instant. We check the details you provide against your existing Kangaroo Service record and verify on the spot. |

While your verification is under review (offline only), your dashboard will show "Under Review" and you won't be able to send money yet. We'll email you as soon as your verification is approved.

If something doesn't match up, for example a blurry document or mismatched details. We'll come back to you with what's needed rather than rejecting the application outright. See What if I can't complete online verification? for what to do if you get stuck.

Question 34

How long does it take from "New" to "Processed"?

Accepted Answer

Once your Automatcher wallet has enough to fund the transfer, we release it to your recipient's payout channel as soon as the funds arrive. There are no batch windows or overnight delays. 90% of our transfers settle and arrive in the recipient's account within 24 hours, and many corridors are faster (often within the same day).

A small number of corridors take longer; check the destination country page on our website for that corridor's expected delivery window.

The main thing that can delay this is if we need to verify additional information with you about the transfer (a compliance check). In that case the transfer waits in "New" or moves to "Error" until we hear back from you.

Question 35

How to Contact Kangaroo Service?

Accepted Answer

At Kangaroo Service, we make it easy to get the help you need. Reach our team through multiple channels for inquiries, transfer support, or any questions about your money transfer.

Australia

• WhatsApp / phone: +61 425 813 751
• Live chat: the in-page TapTalk widget (bottom-right of every page on our website) routes to both TapTalk and WhatsApp
• Email: australia@kangaroo-service.com

Indonesia

• WhatsApp: +62 812-3456-7890 or +62 878 0808 0919
• Email: indonesia@kangaroo-service.com

Business hours

Our customer support team is available Monday to Friday, 9:00 AM - 6:00 PM AEST. In Indonesia, our operations team is on hand until 5:00 PM WIB. Messages received outside business hours will be responded to on the next business day.

Social media

Stay connected through our official social media accounts:

• Facebook: facebook.com/KangarooService
• Instagram: @KangarooService
• LinkedIn: linkedin.com/company/kangaroo-service
• YouTube: @KangarooService

Question 36

How to lodge a formal complaint?

Accepted Answer

We are committed to providing excellent service and addressing any concerns you may have. If we fall short of this
expectations, we wish to apologise that we have let you down or you are disappointed with the service that you have
received. We will remain committed to assisting you, our goal will be to provide a resolution you are happy with
wherever possible. We will however respond to your complaint by assessing the information you provide against our
Terms of Use, including any additional policies you have agreed to when using our services by setting up a transfer
or by accessing our website

Before you submit your complaint you should take time to review our Terms of Use. As stated above our assessment of
the information you provide with your complaint will be assessed against these terms and any other policies you agree
to when accessing our services.

This article contains details of our complaints process and your rights as our customer.

Our complaints process is designed to meet our obligations as detailed by the regulators for the various jurisdictions
in which we operate.

What do I need to make a formal complaint?

Although you have the right to make a complaint by speaking with us in person or by telephone, we would recommend you
make your complaint by emailing complaints@kangaroo-service.com, this will ensure we have a clear understanding of the
issues you have experienced. When you send your email please ensure you provide the following information;

• Your Email address
• The date you experienced the issue that caused your complaint
• The transfer number(s) in question, if applicable
• The nature of your dissatisfaction or complaint
• Your preferred options for a resolution

Upon receiving your email it will be passed to the appropriate individual or department at Kangaroo Service. Our
Customer Support team receives training on recognising and managing a complaint and fully understands our internal
escalation procedure.

What steps will Kangaroo Service take when a complaint is made?
• Acknowledge your complaint within 2 working days.
• Contact - should we require additional information regarding your complaint
• Fully investigate your complaint and any issues you have raised, we will then provide a response, including an
explanation of our decisions.

It is important that we undertake a thorough investigation of your complaint. As a result you may receive a final
response from us on the matter up to 20 working days after you make your complaint. Whenever possible we will do our
best to send you our findings and decision well within the 20 working day period.

If you remain dissatisfied with our response, you have the right to take your concerns to one of the dispute
resolution services operating in the country from which you used our services. We have provided contact details for
these services below.

In all instances we would encourage you to engage with our Internal Complaints Process before referring your
concerns to a dispute resolution service.

Australia
You may lodge a complaint with the Australian Financial Complaints Authority:

Online: Australian Financial Complaints Authority (afca.org.au)

Email: info@afca.org.au

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC, 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA websites to
find out if or when the time limit relevant to your circumstances expires.

Indonesia
You may lodge a complaint with the Indonesian Central Bank (BI):

Online: Bank Indonesia consumer complaints portal

Email: bicara@bi.go.id

Phone: 1500131

Mail: Kantor Perwakilan Bank Indonesia Provinsi DKI Jakarta

Question 37

Is my money safe when I use Kangaroo Service?

Accepted Answer

At Kangaroo Service we do not deal in cash, meaning your money is always secure within the banking system. we are hold
customer funds in an account with trusted banking institutions.

Our website and web apps are designed to make sure we are protecting your account from unauthorised login attempts and
we have a team dedicated to monitoring transactions for signs of unusual activity.

We implement strict verification processes to make sure we identify our customers. We go to great lengths to be sure
our customers are genuine people and deter criminals.

Question 38

Is Kangaroo Service licensed and regulated?

Accepted Answer

Kangaroo Service is fully licensed and regulated to operate as a money transfer service in both Indonesia and Australia.

Australia
Kangaroo Service Pty Ltd (ACN 108 996 354, ABN 21 108 996 354) is registered with the Australian
Transaction Reports and Analysis Centre (AUSTRAC) as an independent remittance dealer. You can
verify our registration on the
AUSTRAC Remittance Sector Register, which is searchable
by legal name, ACN or ABN.

Indonesia
PT Kangaroo Ausindo is a licensed Payment Service Provider in Indonesia with the Penyelenggara Jasa Pembayaran Kategori
Izin 3 - Layanan Remitansi (PJP KI3 - LR) license number: 12/55/DASP/18.  You can verify our license on
the Bank Indonesia website.

Question 39

My recipient's bank details are wrong. Can I change them?

Accepted Answer

It depends where the transfer is in its lifecycle:

• Before you submit (Review step): click "Edit" next to the recipient to update their details, or pick a different recipient.
• After you submit, before processing (status "New"): contact support immediately. We may be able to cancel the transfer before it processes. See Can I cancel a transfer?.
• After processing (status "Processed" or "Error"): we can't change the destination once funds have been released. If the transfer errors, the funds are returned to your wallet automatically. If it processed to a wrong account, see What if I sent money to the wrong account?.

For saved recipients, we keep a full audit trail of every transfer, so we don't allow editing recipient details after creation. If your recipient's details change, mark the existing recipient as inactive (Recipients → Edit → Deactivate) and add a new one with the updated details.

Question 40

My recipient didn't receive the money. What should I do?

Accepted Answer

Check the transfer status in Activity first:

• New. The transfer hasn't been funded yet. See Why is my transfer still "New"?.
• Processed. Funds have been released. 90% of our transfers settle in the recipient's account within 24 hours. If it's been longer and they still haven't received it, contact support with your transfer reference and we'll investigate with the destination bank.
• Error. The transfer was blocked. Funds have been returned to your Automatcher wallet. See Why is my transfer in "Error" status?.

Question 41

The amount my recipient got is less than I expected, why?

Accepted Answer

The amount we quote you is exactly what we send. Kangaroo Service does not charge any correspondent or intermediary bank fees, the "They receive" amount on your transfer summary is what arrives at the destination bank.

The most common reason for a discrepancy is destination bank fees. Some recipient banks charge an incoming-transfer fee that they deduct before crediting the account. We don't see or control these. They're set by the recipient's bank.

A secondary cause is FX rounding on the destination side, for currencies that round to whole units (JPY, IDR, KRW, etc.), the credited amount may be 1 unit different from what we sent.

If you suspect your recipient received significantly less than this, send our support team your transfer reference and a screenshot of their bank statement and we'll investigate.

Question 42

What are the transfer limits?

Accepted Answer

We work with two kinds of limits, and only one of them is a hard stop.

Hard limit: per destination country

Each destination country has a minimum and maximum transfer size that's set with our local payout partner. You can see the exact numbers in the rate calculator on the homepage, pick your destination country and payment method, and the calculator will show the range you're allowed to send in a single transfer.

If you try to send below the minimum or above the maximum, the calculator will tell you and stop the transfer before you reach the funding step.

Compliance limit: soft, risk-based

On top of that, we apply a compliance limit that varies by source country, destination country, payment method, and your KYC risk profile. This is not a hard cap. It's the point at which we may ask you for additional information about a particular transfer (for example, proof of source of funds or supporting documentation for a large one-off).

You don't see this limit on the calculator because there's no single number. It depends on your profile, the corridor, and the wider pattern of your activity. As long as the documents we ask for line up with the transfer, it goes through.

No published daily or monthly cap

We don't publish a fixed daily or monthly total. The same risk-based review applies to repeat activity, so if a sequence of transfers reaches a level where our regulators (AUSTRAC in Australia, BI/PPATK in Indonesia) expect us to confirm context, we'll come back to you for it. See What is proof of source of funds? for what that looks like in practice.

If you're planning a particularly large one-off transfer and want to know what we'll need ahead of time, contact us and we can pre-review it for you.

Question 43

What documents do I need for verification?

Accepted Answer

The exact documents depend on which country you're sending from.

Australia (sending from AU)

We follow AUSTRAC's "safe harbour" standard, which requires two independent data sources that together confirm your name, date of birth, and residential address.

In practice this usually means:

• A government-issued photo ID, most commonly an Australian driver's licence or passport.
• A second supporting document, for example, another photo ID (a passport in addition to your driver's licence) or a recent document showing your current residential address (utility bill, bank statement, council notice, etc.).

If you use our online (Persona) flow, it walks you through capturing the photo ID and a selfie, and asks for any additional document it needs. If you use the offline upload path, you'll be asked to upload your ID (front and back) and a separate proof-of-address document.

Indonesia (sending from ID)

For customers sending from Indonesia, you'll need either:

• A valid KTP (Kartu Tanda Penduduk), or
• A valid Indonesian passport.

File requirements (offline upload)

If you're uploading documents rather than using the live biometric flow, each file must be:

• A clear, readable photo or scan
• Under 5 MB
• A JPEG, PNG, or PDF

Make sure all four corners of each document are visible and that nothing is obscured by glare.

Question 44

What does each transfer status mean?

Accepted Answer

Your transfer can be in one of four states:

• New, We've received your transfer instruction and are waiting for funds to settle from your Automatcher wallet. If you haven't pre-funded, this is where you'd top up via your internet banking.
• Processed. Funds have been released to your recipient's bank or wallet. We send you a confirmation email at this point.
• Error, Something stopped the transfer from completing, usually a destination-bank issue, missing information we needed to verify with you, or invalid recipient details. The transfer amount is automatically returned to your Automatcher wallet.
• Canceled. The transfer was cancelled, either because its quote expired before funding arrived, or because you asked us to cancel it.

Don't see your transfer's status? Sign in and open Activity, or contact our support team.

Question 45

What if I can't complete online verification?

Accepted Answer

The biometric flow won't suit everyone. Your camera might not co-operate, you might not have a smartphone handy, or you might simply prefer to send your documents in. We support two alternatives.

Offline document upload

From the Identity tab in your profile, choose "Choose a different method" and pick the offline option. You'll be asked to upload:

• Your ID document, front
• Your ID document, back
• A proof of address (utility bill, bank statement, council notice, or similar showing your current residential address)

Each file must be a clear photo or scan, under 5 MB, in JPEG, PNG, or PDF format. Our compliance team reviews offline submissions within 1-3 business days and emails you once it's approved.

Existing customer verification

If you've sent money with Kangaroo Service before (under our previous product), we can verify you against your existing record instantly. Choose "Existing customer" on the verification screen and provide any one of:

• Details of a previous transaction (reference number + amount + destination country),
• An ID type and number we already have on file, or
• (Australia only) the BSB and account number of your Kangaroo Service Automatcher.

If any of those details match your existing record, your account is verified on the spot.

Still stuck?

If neither path works for you, contact our support team. We'll talk you through what we need and help you finish verification manually.

Question 46

What if I sent money to the wrong account?

Accepted Answer

Recipient account accuracy is your responsibility, always double-check the details on the Review step before confirming.

If you realise after the fact that you sent to a wrong-but-valid account number (a real account belonging to someone else):

• We are not obliged to refund these transfers. By the time we know, the funds are in another person's bank account and getting them back depends entirely on that account holder and the destination bank's recall process.
• We will help on a best-effort basis. Contact support with your transfer reference and as much detail as you have. We work with our payout partners to attempt recovery, but it isn't guaranteed and may take significant time.
• Costs may apply. Some recall requests involve fees from the destination bank or our partners. If there are any, we will tell you upfront and only proceed with your approval.

If the account number you used was invalid (the account doesn't exist, is dormant, is closed, or was rejected by the bank), the transfer will fail and the funds return to your Automatcher wallet automatically. See Why is my transfer in "Error" status?.

Question 47

What is biometric verification?

Accepted Answer

Biometric verification is our online identity check. Inside your Kangaroo Service account, you'll be guided through a short flow run by Persona, our identity-verification partner, which usually takes around 5 minutes:

Scan your photo ID. You'll be asked to photograph the front and back of a government-issued ID, for AU customers, typically your driver's licence or passport; for ID customers, your KTP or passport.
Take a short selfie video. The app checks that the face on your ID matches the person in front of the camera, and that you're a live person (not a photo of a photo).
Submit. Persona shares the result with us, we finalise your verification in the background, and your account is normally marked Verified straight away.

You can do all of this from your phone or your computer, anywhere with a camera. You don't need to print anything or visit an office.

If the camera step doesn't work for you, or you'd rather not use Persona, see What if I can't complete online verification? for the alternative paths.

Question 48

What is proof of source of funds. And when is it required?

Accepted Answer

Proof of source of funds (sometimes shortened to "SOF") means showing where the money you're sending actually came from. It's separate from identity verification. KYC tells us who you are; source of funds tells us where the money came from.

You won't be asked for this when you create your account. We only ask when a particular transfer (or pattern of transfers) reaches a level where our regulators, AUSTRAC in Australia, and Bank Indonesia / PPATK in Indonesia, expect us to confirm the source. This is risk-based rather than a hard dollar threshold, so we apply it case-by-case.

Documents we typically accept

• Recent payslips (showing salary and your employer's details)
• Bank statements for the account you're transferring from
• Tax assessment notices or other government tax documents
• For sale-of-asset funds: a contract of sale, a settlement statement, or dealer / agent paperwork
• For inheritance or gift funds: a grant of probate, a solicitor's letter, or a signed gift declaration from the giver
• For business proceeds: company financials or accountant-prepared statements

How we'll ask

If we need proof of source of funds for a transfer you've started, we'll reach out by email or in-app. Your transfer waits in New status until the documents are reviewed, and the funds you've sent stay safely in your Automatcher wallet until you're cleared to proceed. If you'd like to send the documents in advance for a planned larger transfer, contact support and we can review them ahead of time.

Question 49

Where can I find Kangaroo Service's Privacy Policy?

Accepted Answer

Depending on your location, you can find our Terms of Use at the following links:
• For users in Indonesia: Kangaroo Service Privacy Policy - Indonesia
• For users in Australia: Kangaroo Service Privacy Policy - Australia

Question 50

Where can I find Kangaroo Service's Terms of Use?

Accepted Answer

Depending on your location, you can find our Terms of Use at the following links:
• For users in Indonesia: Kangaroo Service Terms of Use - Indonesia
• For users in Australia: Kangaroo Service Terms of Use - Australia

Question 51

Why do I need to verify my identity? (What is KYC?)

Accepted Answer

International money transfer is a regulated activity. Before we can move funds on your behalf, the law requires us to confirm that you are who you say you are. This process is called KYC ("Know Your Customer").

• In Australia, KYC obligations come from AUSTRAC under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006.
• In Indonesia, equivalent obligations come from Bank Indonesia (BI) and PPATK for remittance providers.

Verifying your identity once means:

• Your transfers can be processed without manual hold-ups every time you send.
• You're protected if someone tries to send money from your account without your permission.
• We can meet the safety and compliance standards that let us operate in both countries, and pass those protections on to you.

You only need to verify once. After verification we may still ask follow-up questions (for example proof of source of funds for a particular transfer), but the core identity check is a one-time step.

Question 52

Why is my transfer in "Error" status?

Accepted Answer

"Error" means we couldn't complete the transfer. The three most common causes:

The destination bank was unavailable, an outage, scheduled maintenance, or correspondent issue on their side.
We needed to verify something with you and couldn't reach you, a compliance question, a discrepancy that needs your confirmation, or a missing detail.
The recipient details were invalid, wrong or missing account number, an inactive or dormant destination account, or a destination bank that doesn't accept the transfer type.

When a transfer errors, the full transfer amount is automatically returned to your Automatcher wallet. You can re-send the transfer (with corrected details, if needed) once the cause is resolved. Note that you'll need to create a new transfer with a fresh quote, since the original quote will have expired.

Our team monitors errored transfers and will reach out to you. To resolve faster, contact our support team with your transfer reference.

Question 53

Why is my transfer still "New"?

Accepted Answer

"New" means we're waiting for funds in your Automatcher wallet to settle the transfer. The most common reasons:

• The transfer hasn't been funded yet. Each customer has their own Automatcher account (a unique BSB and account number). Money sent to your Automatcher account is automatically attributed to you. There's no need to quote a reference on the bank transfer. If a transfer is awaiting funding when your deposit arrives, Automatcher applies it to that transfer; otherwise the deposit sits as wallet balance ready for future transfers.
• The deposit hasn't arrived yet. Our Automatcher account supports OSKO/NPP, so internet-banking transfers from Australian banks usually credit within seconds. Transfers from banks that aren't OSKO/NPP participants can take a few hours.
• The quote has expired. Each transfer has a locked exchange rate with an expiry shown on the payment screen. If you don't fund in time, the transfer is automatically cancelled and you'll need to create a new one with a fresh quote.

If you funded via OSKO/NPP more than an hour ago and the transfer is still "New", contact our support team with your transfer reference.

Question 54

Why is your rate different from Google's mid-market rate?

Accepted Answer

The rate you see when you Google "AUD to IDR" (or any other pair) is the mid-market rate, the wholesale rate that banks and large institutions trade at when they exchange currency directly with each other.

Mid-market is a reference rate. It isn't a rate you can actually transact at as a retail customer, because nobody, not us, not your bank, not Wise, not any high-street money changer, operates without some cost to recover.

Our rate is built from that same mid-market rate, plus a small margin that covers our costs of running the service. See How is the exchange rate calculated? for the breakdown and How does Kangaroo Service make money? for the full revenue picture.

Why we publish the comparison anyway

Because the gap between mid-market and the rate you actually get is the real cost of an international transfer, and most providers don't show it clearly. Our rate calculator is on every page, the rate is locked at quote, and you can compare it side-by-side with Google's mid-market rate before you sign up. If our gap is smaller than the alternative, you've found a good deal. And if it isn't, you'll see that too.

A quick comparison checklist

When you're comparing us against another provider, check all three of these:

The exchange rate they're offering, not just the headline "no fees" claim. A generous-looking $0 fee can hide a wider FX margin.
Any "service" or "processing" charge added after the quote.
The destination amount, what the recipient actually receives in their local currency. That's the only number that matters once everything else is netted out.

Question 55

Will I get the same exchange rate back if I cancel or get refunded?

Accepted Answer

Not necessarily.

• If you cancel a "New" transfer (or its quote expires): nothing has been converted yet, and the funded amount stays in your Automatcher wallet in AUD. No FX impact.
• If your transfer is refunded after processing (e.g. the destination bank returned it): the destination bank returns funds in the destination currency, and we convert them back to AUD at the rate available when we receive them. If the exchange rate has moved between sending and refund, you may receive more or less than you originally paid.

This is standard across international money transfers. No provider can hold a quoted rate indefinitely.

Question 56

Are transfers to and from Australia reported to AUSTRAC?

Accepted Answer

Yes. Our Australian entity is a registered independent remittance dealer, and as such we comply with all applicable regulations and report transactions into and out of the country to AUSTRAC (the Australian Transaction Reports and Analysis Centre) as required.

This reporting is handled by us as part of operating a licensed remittance service. You don't need to do anything extra for it. We only ask for the information we're required to collect to meet these obligations.

For any taxation implications on either side of your transfer, we suggest you consult your accountant or tax adviser.

Question 57

Can I make BPAY Payment?

Accepted Answer

Yes, you can make BPAY payments to Australia. BPAY is a widely used electronic bill payment system in
Australia that allows you to pay bills directly from your bank account. To make a BPAY payment, you will
need the following information from your biller:
• Biller Code: A unique code assigned to the biller (e.g., university, utility company).
• Reference Number: A unique number that identifies your account with the biller

BPAY normally takes 1-2 business days to process, but it can vary. Please check with your biller for specific
processing times.

When making a BPAY payment, ensure that you have the correct Biller Code and Reference Number to avoid any
issues with your payment. If you need assistance with making a BPAY payment, please contact our support team for
guidance.

Question 58

Can I send directly to university in Australia?

Accepted Answer

Kangaroo Service started as a service to help students pay their tuition fee to their universities in Australia.
we have excellent track records of sending money to universities in Australia with multiple payment methods available.

You can send money to most universities in Australia using Kangaroo Service. However, please note that some
universities may have specific requirements or restrictions regarding payments. It is advisable to check with your
university's finance department or website for any specific instructions or details about making payments.

To Make payment to university in Australia, there are typically two methods available:
Bank Transfer (EFT): You can send money directly to the university's bank account using the BSB and account
number provided by the university.
BPAY: Some universities in Australia accept payments through BPAY, which is an electronic bill payment system.
You will need the BPAY Biller Code and your reference number provided by the university to make the payment.

When making a payment to a university, ensure that you have the correct details, including the university's name,
account number, BSB code (if applicable), and any reference numbers required for the payment. Let us know which payment
method you would like to use, and we will guide you through the process.

Question 59

Will my payout to an Australian bank account arrive instantly via Osko or NPP?

Accepted Answer

To pay funds out to an Australian recipient, we send to their BSB and account number. Payouts to an Australian bank account are not sent over the Osko / New Payments Platform (NPP) rails, so the payout to your beneficiary's account is not instant.

In practice, your beneficiary's payout is processed within the same day, following our banking partner's daily cut-off time. Transfers we receive close to or after that cut-off are processed on the next banking day.

It's worth knowing that Osko is enabled on our funding (Automatcher) account. That means when you fund a transfer out of Australia, you can use the NPP rails for near-instant funding of your transfer, which helps us start processing your transfer sooner. The near-instant part applies to funding us; the payout to the recipient settles via standard bank processing as described above.

To double-check a BSB, you can use our BSB lookup tool.

Question 60

What do I need to send money to Australia?

Accepted Answer

To send money to Australia, you will typically need the following information:
• Recipient's Full Name: Ensure the name matches their bank account details.
• Recipient's BSB Number: The Bank State Branch Code.
• Recipient's Account Number: The account number where the funds will be deposited.
• Recipient's Address: It is mandatory to provide the recipient's residential address in Australia

Make sure to double-check all the details with your recipient to avoid any delays or issues with the transfer. Transfer
to Australia does not check the name of the recipient, so it is crucial to ensure that the BSB and account number are
accurate.

Question 61

What is a BSB?

Accepted Answer

Before sending money to Australia, please make sure that you have confirmed the Bank State Branch (BSB) code with your
recipient as your transaction might be sent to the wrong recipient if the BSB code is incorrect.

BSB is a 6 digits number that consists of Bank, State, and Branch numbers in Australia. To send money to/from an
Australian bank account, you’ll need a BSB code.

For more information about BSB, Kangaroo Service has a detailed article available on our blog, which you can read
here.

To verify BSB number you may use Kangaroo Service's bsb lookup tool available here.

Question 62

Which Banks can I send to?

Accepted Answer

You can send money to most major banks in Australia, including but not limited to:
• Commonwealth Bank of Australia (CBA)
• Westpac Banking Corporation
• Australia and New Zealand Banking Group (ANZ)
• National Australia Bank (NAB)
• St.George Bank
• Bank of Queensland (BOQ)
• Bendigo and Adelaide Bank
• Suncorp Bank
• ING Australia
• Macquarie Bank
• HSBC Australia
• Citibank Australia
• AMP Bank
• Bankwest
• ME Bank
• Rabobank Australia
• Teachers Mutual Bank
• Heritage Bank
• Greater Bank
• People's Choice Credit Union
• Bank of Sydney
• Bank of Melbourne
• Bank of Tasmania (BankSA)
• Bank of Newcastle
• Bank of Perth
• Bank of China (Australia)
• Bank of America Merrill Lynch (Australia)
• Citigroup Global Markets Australia
• Deutsche Bank Australia
• JPMorgan Chase Bank (Australia)
• UBS Australia
• Macquarie Group
• Suncorp-Metway
• Qudos Bank
• Beyond Bank Australia
• P&N Bank
• Defence Bank
• Police Bank
• Firefighters Mutual Bank
• Credit Union Australia (CUA)
• People's Choice Credit Union
• Heritage Bank
• Greater Bank
• Illawarra Credit Union
• Newcastle Permanent Building Society
• Queensland Country Bank

and many more. If you are unsure whether a specific bank is supported, please use Kangaroo Service's BSB lookup tool
available here to verify the bank details.

Question 63

Does my recipient in Belgium need a euro bank account?

Accepted Answer

Yes. To receive funds in Belgium, your recipient needs a bank account that can receive euros (EUR), identified by an IBAN.

We pay out by bank account transfer, there's no wallet or cash-pickup option for Belgium. As long as your recipient has a euro account and you have their IBAN and full name, you're ready to send.

If your recipient isn't sure of their IBAN, they can usually find it in their banking app, on a statement, or by asking their bank.

Question 64

Are there reporting or tax obligations on money received in Belgium?

Accepted Answer

Any reporting obligations that apply on the recipient's side in Belgium are handled by our licensed payout partner, which we have no direct control over. Kangaroo Service only works with licensed entities in every jurisdiction we operate in, so where a reporting obligation applies to your transfer, our payout partner will fulfil it as required.

Whether a particular transfer needs to be declared depends on your recipient's individual circumstances. For any taxation implications on either side of the transfer, we suggest you consult your accountant or tax adviser.

Frequently Asked Questions

Australia

Belgium

China

Denmark

France

Germany

Hong Kong

India

Indonesia

Japan

Lithuania

Malaysia

Netherlands

Pakistan

Philippines

Poland

Singapore

South Korea

Thailand

United Kingdom

Vietnam

Frequently Asked Questions

Australia

Belgium

China

Denmark

France

Germany

Hong Kong

India

Indonesia

Japan

Lithuania

Malaysia

Netherlands

Pakistan

Philippines

Poland

Singapore

South Korea

Thailand

United Kingdom

Vietnam