FAQ

Wallet credits and NEO Direct deposits are typically complete inside a minute, with a median of 47 seconds. Bank deposits settle the same day, and cash is ready for collection as soon as the sending partner confirms payment.

The sending partner sets the fee and shows it before payment. Neo does not add a margin to the exchange rate, so the amount quoted at the counter is the amount that reaches the recipient.

A government-issued ID for the sender at the partner counter or in their app. Recipients collecting cash bring their own ID and the reference number from the sender.

No. Cash can be collected at any of 35,000+ agent locations with an ID and the reference number, and wallet credits need only a mobile number.

Any countries across the globe except for the black listed countries as per NRB and FATF.

Limits follow Nepal Rastra Bank regulation and vary by corridor and payout method. Your sending partner displays the applicable limit before you pay.

Enter the reference from your receipt on the tracking page. You will see each stage from partner hand-off to payout.

Check the status on the tracking page first. If it shows as on hold, or has not moved for several hours, contact support with the reference and we can trace or recall it.

Yes, at any point before it is paid out. Contact the sending partner or Neo support with the reference. Once the recipient has collected or been credited, it cannot be reversed.

Yes. Neo Money Transfer Pvt. Ltd. holds remittance licence no. 037/2074 from Nepal Rastra Bank and operates under its foreign exchange, AML and KYC directives.