Frequently Asked Questions
Find quick answers to common questions
Getting Started
Domestic Payments
Cards
International Transfers
Gold Investing
Security and Regulation
Your Account
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Getting Started
Applying for an Odola account takes only a few minutes. Start by downloading the Odola app: Android: Google Play Store iOS: App Store Once downloaded, tap the "Continue with" button and follow the prompts. You will need to provide basic personal information, such as your name, address, date of birth, and a valid form of identification. Account opening is subject to successful identity, residency, eligibility and compliance checks. Some applications may require additional review, take longer to complete or be declined.
Applying for an Odola account takes only a few minutes. Start by downloading the Odola app: Android: Google Play Store iOS: App Store Once downloaded, tap the "Continue with" button and follow the prompts. You will need to provide basic personal information, such as your name, address, date of birth, and a valid form of identification. Account opening is subject to successful identity, residency, eligibility and compliance checks. Some applications may require additional review, take longer to complete or be declined.
Your application for an Odola account might have been rejected if your personal documents failed to pass our security criteria, or if the personal information you have submitted does not match your documents. Look out for an email from our customer support team who will be in touch to guide you through the next steps.
Your application for an Odola account might have been rejected if your personal documents failed to pass our security criteria, or if the personal information you have submitted does not match your documents. Look out for an email from our customer support team who will be in touch to guide you through the next steps.
Once you've successfully created your Odola account, you'll be prompted to set up biometric login using Face ID or your fingerprint. Enabling this feature adds an extra layer of security and allows you to access your account quickly and securely.
Once you've successfully created your Odola account, you'll be prompted to set up biometric login using Face ID or your fingerprint. Enabling this feature adds an extra layer of security and allows you to access your account quickly and securely.
The Odola app is available for both iOS and Android devices. You can download it directly from the Apple App Store or Google Play Store. Make sure your device is running a recent version of its operating system to ensure full functionality and security.
The Odola app is available for both iOS and Android devices. You can download it directly from the Apple App Store or Google Play Store. Make sure your device is running a recent version of its operating system to ensure full functionality and security.
Domestic Payments
In the app, go to 'Payments', select 'Bank Transfer, and either add a new recipient or choose from your existing recipients. Enter the amount you want to send and add an optional payment reference. Check that all details are correct, then tap 'Confirm Payment. Your transfer will be processed and should arrive in your recipient's account shortly.
In the app, go to 'Payments', select 'Bank Transfer, and either add a new recipient or choose from your existing recipients. Enter the amount you want to send and add an optional payment reference. Check that all details are correct, then tap 'Confirm Payment. Your transfer will be processed and should arrive in your recipient's account shortly.
Domestic transactions through Odola use secure, regulated payment networks such as Faster Payments. Your money is safeguarded under e-money regulations, meaning it's held separately from company funds and protected by our FCA-regulated partners.
Domestic transactions through Odola use secure, regulated payment networks such as Faster Payments. Your money is safeguarded under e-money regulations, meaning it's held separately from company funds and protected by our FCA-regulated partners.
If your transaction shows as failed, it means the payment didn't go through. Common reasons include: • Not enough funds in your account • Incorrect recipient details (name, account details) • A security check that blocked the transfer The funds will not leave your account, and no money will be sent to the recipient. What to do next • Check your balance • Confirm the recipient's details • Try the payment again, or contact Odola Support if you need help.
If your transaction shows as failed, it means the payment didn't go through. Common reasons include: • Not enough funds in your account • Incorrect recipient details (name, account details) • A security check that blocked the transfer The funds will not leave your account, and no money will be sent to the recipient. What to do next • Check your balance • Confirm the recipient's details • Try the payment again, or contact Odola Support if you need help.
Cards
From the Home screen, go to the 'Cards' tab and select 'Add Physical Card. Tap 'Continue' and follow the prompts to enter and confirm your delivery address. Your card will be sent to you by first class post. Once it arrives, follow the steps in the app to activate your card.
From the Home screen, go to the 'Cards' tab and select 'Add Physical Card. Tap 'Continue' and follow the prompts to enter and confirm your delivery address. Your card will be sent to you by first class post. Once it arrives, follow the steps in the app to activate your card.
If your card is damaged, expired, or you believe your card details have been compromised, you can securely request a replacement in the app. From the Home screen, go to the "Cards' tab and swipe to find the virtual or physical card you want to replace. Tap 'Lock' to prevent any further activity on the card. Then, tap 'New Card", select the reason for replacement, and follow the prompts to confirm your order. If you're replacing a virtual card, your new card will be ready to use immediately. For a physical card, it will be sent to you by First Class post. Your old card will be deactivated and removed from your Cards list once the replacement is issued.
If your card is damaged, expired, or you believe your card details have been compromised, you can securely request a replacement in the app. From the Home screen, go to the "Cards' tab and swipe to find the virtual or physical card you want to replace. Tap 'Lock' to prevent any further activity on the card. Then, tap 'New Card", select the reason for replacement, and follow the prompts to confirm your order. If you're replacing a virtual card, your new card will be ready to use immediately. For a physical card, it will be sent to you by First Class post. Your old card will be deactivated and removed from your Cards list once the replacement is issued.
International Transfers (Global Send)
With Odola Global Send, you can send money from the United Kingdom to the following countries and payout methods:
🇨🇲 Cameroon: Cash Pickup via Express Union; Mobile Wallet Transfer via MTN and Orange.
🇬🇭 Ghana: Mobile Wallet Transfer via MTN, Airtel, and Vodafone.
🇮🇳 India: Bank Transfer to all major banks.
🇰🇪 Kenya: Mobile Wallet Transfer via M-Pesa.
🇳🇬 Nigeria: Bank Transfer to all major banks.
🇵🇭 Philippines: Cash Pickup at any MLhuillier or Cebuana branch; Bank Transfer to all major banks; Mobile Wallet Transfer via GCash.
🇸🇴 Somaliland: Cash Pickup at any Juba Express branch; Mobile Wallet Transfer via Premier Wallet.
🇹🇿 Tanzania: Mobile Wallet Transfer via Airtel and M-Pesa.
🇺🇬 Uganda: Mobile Wallet Transfer via Airtel and MTN.
🇿🇼 Zimbabwe: Cash Pickup at any BancABC or Steward Bank branch.
With Odola Global Send, you can send money from the United Kingdom to the following countries and payout methods:
🇨🇲 Cameroon: Cash Pickup via Express Union; Mobile Wallet Transfer via MTN and Orange.
🇬🇭 Ghana: Mobile Wallet Transfer via MTN, Airtel, and Vodafone.
🇮🇳 India: Bank Transfer to all major banks.
🇰🇪 Kenya: Mobile Wallet Transfer via M-Pesa.
🇳🇬 Nigeria: Bank Transfer to all major banks.
🇵🇭 Philippines: Cash Pickup at any MLhuillier or Cebuana branch; Bank Transfer to all major banks; Mobile Wallet Transfer via GCash.
🇸🇴 Somaliland: Cash Pickup at any Juba Express branch; Mobile Wallet Transfer via Premier Wallet.
🇹🇿 Tanzania: Mobile Wallet Transfer via Airtel and M-Pesa.
🇺🇬 Uganda: Mobile Wallet Transfer via Airtel and MTN.
🇿🇼 Zimbabwe: Cash Pickup at any BancABC or Steward Bank branch.
You can pay for your transfer directly from your Odola Account balance. If your balance isn't enough to cover the amount, the app will prompt you to top up your Odola Account before completing the transfer. Odola currently processes payments only through your account balance - this ensures faster delivery and refunds back to your account if a transaction fails.
You can pay for your transfer directly from your Odola Account balance. If your balance isn't enough to cover the amount, the app will prompt you to top up your Odola Account before completing the transfer. Odola currently processes payments only through your account balance - this ensures faster delivery and refunds back to your account if a transaction fails.
The maximum amount you can send depends on the destination country and the transfer type you choose. Each payout partner may have different sending limits, which can vary based on local regulations and network capacity. You'll see the applicable minimum and maximum amount displayed automatically when you enter your transfer details in the Odola app.
The maximum amount you can send depends on the destination country and the transfer type you choose. Each payout partner may have different sending limits, which can vary based on local regulations and network capacity. You'll see the applicable minimum and maximum amount displayed automatically when you enter your transfer details in the Odola app.
Make sure you have an Odola Account. If you don't have one yet, please register here.
Log in to your Odola app.
Tap Global Send, then select Start New Transfer.
Choose:
• The country you want to send money to
• The amount you want to send
• The receive method (Bank Transfer, Mobile Wallet, or Cash Pickup)You'll see a live quote showing the fee, exchange rate, and total amount that will be debited from your Odola Account.
Add a new recipient or select an existing one.
Enter your recipient's details (if new) and confirm.
Select your reason for sending.
Review your transaction details, then continue to confirm.
You'll see the full summary before you slide to pay.
Make sure you have an Odola Account. If you don't have one yet, please register here.
Log in to your Odola app.
Tap Global Send, then select Start New Transfer.
Choose:
• The country you want to send money to
• The amount you want to send
• The receive method (Bank Transfer, Mobile Wallet, or Cash Pickup)You'll see a live quote showing the fee, exchange rate, and total amount that will be debited from your Odola Account.
Add a new recipient or select an existing one.
Enter your recipient's details (if new) and confirm.
Select your reason for sending.
Review your transaction details, then continue to confirm.
You'll see the full summary before you slide to pay.
In most cases, transfers sent using Odola Global Send arrive within minutes. You'll see the estimated delivery time after selecting the receive method. We aim to complete every transfer within that timeframe; however, some may take longer depending on the payout partner in the destination country. Occasionally, additional steps such as identity verification, payout partner processing delays, or incorrect recipient details may extend delivery time.
In most cases, transfers sent using Odola Global Send arrive within minutes. You'll see the estimated delivery time after selecting the receive method. We aim to complete every transfer within that timeframe; however, some may take longer depending on the payout partner in the destination country. Occasionally, additional steps such as identity verification, payout partner processing delays, or incorrect recipient details may extend delivery time.
We connect to trusted local partners via our vendor network (e.g., GCash, BDO, M-Pesa, Airtel, MTN, Vodafone, JubaExpress, and others depending on the receive country and transfer type). These are subject to change and you'll see the current list during the transfer process.
We connect to trusted local partners via our vendor network (e.g., GCash, BDO, M-Pesa, Airtel, MTN, Vodafone, JubaExpress, and others depending on the receive country and transfer type). These are subject to change and you'll see the current list during the transfer process.
Yes. When using Odola Global Send, you'll always see the exact amount your recipient will receive before confirming your transfer. You can enter either the amount you want to send or the amount your recipient should receive, and the other value will automatically update using the current live quote.
Yes. When using Odola Global Send, you'll always see the exact amount your recipient will receive before confirming your transfer. You can enter either the amount you want to send or the amount your recipient should receive, and the other value will automatically update using the current live quote.
Created: We've received your transfer and it's being reviewed. Processing: Funds are being sent to your recipient. Ready for Cash Pickup: Funds are available for your recipient to collect from your selected cash pickup network. Completed: The transfer was successfully delivered. Failed: The transfer couldn't be completed, and your funds have been returned to your Odola Account.
Created: We've received your transfer and it's being reviewed. Processing: Funds are being sent to your recipient. Ready for Cash Pickup: Funds are available for your recipient to collect from your selected cash pickup network. Completed: The transfer was successfully delivered. Failed: The transfer couldn't be completed, and your funds have been returned to your Odola Account.
Created: We've received your transfer and it's being reviewed. Processing: Funds are being sent to your recipient. Ready for Cash Pickup: Funds are available for your recipient to collect from your selected cash pickup network. Completed: The transfer was successfully delivered. Failed: The transfer couldn't be completed, and your funds have been returned to your Odola Account.
Created: We've received your transfer and it's being reviewed. Processing: Funds are being sent to your recipient. Ready for Cash Pickup: Funds are available for your recipient to collect from your selected cash pickup network. Completed: The transfer was successfully delivered. Failed: The transfer couldn't be completed, and your funds have been returned to your Odola Account.
Some transfers are reviewed for risk or compliance reasons. If your transfer is approved, it will continue processing automatically. If it's rejected, the full amount will be returned to your Odola Account balance. Well keep you updated through in-app notifications.
Some transfers are reviewed for risk or compliance reasons. If your transfer is approved, it will continue processing automatically. If it's rejected, the full amount will be returned to your Odola Account balance. Well keep you updated through in-app notifications.
Gold Investing
Gold itself is not a UK-regulated product. It is not regulated by the Financial Conduct Authority, nor is it covered by the Financial Ombudsman Service or protected by the Financial Services Compensation Scheme. Your e-money balance in the Odola app is safeguarded under UK e-money rules by Railsr, this is separate from gold.
Gold itself is not a UK-regulated product. It is not regulated by the Financial Conduct Authority, nor is it covered by the Financial Ombudsman Service or protected by the Financial Services Compensation Scheme. Your e-money balance in the Odola app is safeguarded under UK e-money rules by Railsr, this is separate from gold.
Security and Regulation
Yes. Odola Ltd is authorised and regulated by the Financial Conduct Authority under the Electronic Money Regulations 2011 (Firm Reference Number 1043609) for the issuing of electronic money. This means your money is protected through safeguarding requirements.
Important Information for Current Account Holders
While Odola Ltd holds its own Electronic Money Institution (EMI) authorisation, services for existing account holders are currently provided under a partnership with Payrnet Limited in accordance with our Terms & Conditions. In relation to these accounts, Odola Ltd acts as a distributor of PayrNet Limited. Existing customers will be notified directly prior to transitioning to services provided directly by Odola Ltd under its own EMI licence.
Yes. Odola Ltd is authorised and regulated by the Financial Conduct Authority under the Electronic Money Regulations 2011 (Firm Reference Number 1043609) for the issuing of electronic money. This means your money is protected through safeguarding requirements.
Important Information for Current Account Holders
While Odola Ltd holds its own Electronic Money Institution (EMI) authorisation, services for existing account holders are currently provided under a partnership with Payrnet Limited in accordance with our Terms & Conditions. In relation to these accounts, Odola Ltd acts as a distributor of PayrNet Limited. Existing customers will be notified directly prior to transitioning to services provided directly by Odola Ltd under its own EMI licence.
We use bank-level encryption and security measures to protect your personal and financial information. We're registered with the Information Commissioner's Office (ICO) and comply with UK data protection regulations. We never share your data with third parties without your consent.
We use bank-level encryption and security measures to protect your personal and financial information. We're registered with the Information Commissioner's Office (ICO) and comply with UK data protection regulations. We never share your data with third parties without your consent.
If you have any security concerns, we advise you to first lock your card to prevent any further suspicious transactions. Click on the "card" button from your home screen and click "lock" to do this. Contact customer support and we will guide you through the next steps to secure your account and investigate the suspicious activity.
If you have any security concerns, we advise you to first lock your card to prevent any further suspicious transactions. Click on the "card" button from your home screen and click "lock" to do this. Contact customer support and we will guide you through the next steps to secure your account and investigate the suspicious activity.
Yes. We take your privacy seriously. All your personal and payment data is encrypted when it's stored and transmitted. We use secure servers hosted in certified data centres. Only authorised staff can access your information, and we regularly review access controls. We comply with UK data protection law (UK GDPR) and never sell your information to anyone.
Yes. We take your privacy seriously. All your personal and payment data is encrypted when it's stored and transmitted. We use secure servers hosted in certified data centres. Only authorised staff can access your information, and we regularly review access controls. We comply with UK data protection law (UK GDPR) and never sell your information to anyone.
We use multiple layers of protection, including: Multi-factor authentication (MA) when you log in or make payments. Real-time fraud monitoring that checks for suspicious activity. Automatic alerts if we notice unusual logins or transactions. If we ever suspect fraud, we'll contact you immediately and may temporarily pause transactions to keep your account safe.
We use multiple layers of protection, including: Multi-factor authentication (MA) when you log in or make payments. Real-time fraud monitoring that checks for suspicious activity. Automatic alerts if we notice unusual logins or transactions. If we ever suspect fraud, we'll contact you immediately and may temporarily pause transactions to keep your account safe.
Please contact us as soon as possible through our support team or using the "Report a problem" option in the app/portal. We'll: • Secure your account, • Investigate what happened, and • Help you recover any affected funds where possible. You should also change your password right away and review recent transactions.
Please contact us as soon as possible through our support team or using the "Report a problem" option in the app/portal. We'll: • Secure your account, • Investigate what happened, and • Help you recover any affected funds where possible. You should also change your password right away and review recent transactions.
Here are some quick tips: Never share your password, PIN or verification code with anyone not even us. Always log in directly through our website or app - don't click on links in unexpected emails or messages. Check that our website address starts with https:// and shows a padlock icon. If something feels suspicious, stop and contact us first. Well never ask for your full password or PIN by email, phone, or message.
Here are some quick tips: Never share your password, PIN or verification code with anyone not even us. Always log in directly through our website or app - don't click on links in unexpected emails or messages. Check that our website address starts with https:// and shows a padlock icon. If something feels suspicious, stop and contact us first. Well never ask for your full password or PIN by email, phone, or message.
Yes - we partner with trusted, regulated banks and technology providers to process payments and store data securely. Before working with any partner, we check their security standards, compliance, and financial stability. We also monitor them regularly to ensure they continue to meet our safety requirements.
Yes - we partner with trusted, regulated banks and technology providers to process payments and store data securely. Before working with any partner, we check their security standards, compliance, and financial stability. We also monitor them regularly to ensure they continue to meet our safety requirements.
You can freeze your card instantly from your app or online account. If your phone is lost or stolen, log in from another device and change your password, or contact us for help. We'll make sure your account is secure before issuing replacements or unblocking access.
You can freeze your card instantly from your app or online account. If your phone is lost or stolen, log in from another device and change your password, or contact us for help. We'll make sure your account is secure before issuing replacements or unblocking access.
We have detailed business continuity and disaster-recovery plans to keep your services running, even if there's an outage, cyber-attack or other disruption. Our systems are hosted in multiple secure locations, with backup procedures to restore operations quickly.
We have detailed business continuity and disaster-recovery plans to keep your services running, even if there's an outage, cyber-attack or other disruption. Our systems are hosted in multiple secure locations, with backup procedures to restore operations quickly.
When you add money to your account, it's held in a dedicated safeguarding account at a reputable UK or EEA bank. These funds are kept completely separate from our own company funds. If we ever stopped trading, your safeguarded funds would be returned to you. This is different from a bank's Financial Services Compensation Scheme (FSCS), but offers protection under FCA safeguarding rules.
When you add money to your account, it's held in a dedicated safeguarding account at a reputable UK or EEA bank. These funds are kept completely separate from our own company funds. If we ever stopped trading, your safeguarded funds would be returned to you. This is different from a bank's Financial Services Compensation Scheme (FSCS), but offers protection under FCA safeguarding rules.
KYC (Know Your Customer") helps us confirm your identity and protect you from fraud and financial crime. We ask for ID such as a passport or driver's licence and sometimes proof of address before you can use our services. These checks are required by UK law and help prevent money laundering, terrorist financing, and identity theft. Your information is always stored securely and handled in line with UK GDPR.
KYC (Know Your Customer") helps us confirm your identity and protect you from fraud and financial crime. We ask for ID such as a passport or driver's licence and sometimes proof of address before you can use our services. These checks are required by UK law and help prevent money laundering, terrorist financing, and identity theft. Your information is always stored securely and handled in line with UK GDPR.
We have strict Anti-Money-Laundering (AML) and Counter-Terrorist-Financing (CTF) procedures, including: KYC checks on all customers and business partners Ongoing monitoring of transactions to detect suspicious activity Sanctions screening against UK and international watchlists Staff training and independent reviews of our AML systems If we ever suspect unusual activity, we're legally obliged to investigate and, if needed, report it to the National Crime Agency (NCA).
We have strict Anti-Money-Laundering (AML) and Counter-Terrorist-Financing (CTF) procedures, including: KYC checks on all customers and business partners Ongoing monitoring of transactions to detect suspicious activity Sanctions screening against UK and international watchlists Staff training and independent reviews of our AML systems If we ever suspect unusual activity, we're legally obliged to investigate and, if needed, report it to the National Crime Agency (NCA).
We fully comply with the UK GDPR and Data Protection Act 2018. This means: We only collect information needed to provide our services. We never sell your data. You can request a copy of your data or ask for it to be deleted at any time. We use strong encryption and secure systems to protect your information. For details, see our Privacy Policy.
We fully comply with the UK GDPR and Data Protection Act 2018. This means: We only collect information needed to provide our services. We never sell your data. You can request a copy of your data or ask for it to be deleted at any time. We use strong encryption and secure systems to protect your information. For details, see our Privacy Policy.
If ownership changes, your money remains safeguarded and secure. If we were ever to stop trading, independent administrators would oversee returning all safeguarded funds to customers in accordance with FCA safeguarding rules. We also maintain a wind-down plan to ensure customer funds and data are handled safely in any such event.
If ownership changes, your money remains safeguarded and secure. If we were ever to stop trading, independent administrators would oversee returning all safeguarded funds to customers in accordance with FCA safeguarding rules. We also maintain a wind-down plan to ensure customer funds and data are handled safely in any such event.
We want every customer to be satisfied. If something goes wrong: Contact our support team at complaints@odola.com. We'll investigate and reply within 15 business days (or up to 35 if complex). If you're not happy with our response, you can contact the Financial Ombudsman Service for free, independent help. See our Complaints Policy for full details.
We want every customer to be satisfied. If something goes wrong: Contact our support team at complaints@odola.com. We'll investigate and reply within 15 business days (or up to 35 if complex). If you're not happy with our response, you can contact the Financial Ombudsman Service for free, independent help. See our Complaints Policy for full details.
Only when necessary - for example, with: Banks or payment networks to process your transactions, Identity-verification partners for KYC, or Regulators and law-enforcement agencies when legally required. All partners are vetted for security and compliance, and we have contracts in place to protect your information.
Only when necessary - for example, with: Banks or payment networks to process your transactions, Identity-verification partners for KYC, or Regulators and law-enforcement agencies when legally required. All partners are vetted for security and compliance, and we have contracts in place to protect your information.
Only when necessary - for example, with: Banks or payment networks to process your transactions, Identity-verification partners for KYC, or Regulators and law-enforcement agencies when legally required. All partners are vetted for security and compliance, and we have contracts in place to protect your information.
Only when necessary - for example, with: Banks or payment networks to process your transactions, Identity-verification partners for KYC, or Regulators and law-enforcement agencies when legally required. All partners are vetted for security and compliance, and we have contracts in place to protect your information.
We perform due diligence on every partner before working with them, checking: Regulatory status Financial soundness Data-security controls AML and sanctions procedures We also monitor partners regularly and have the right to audit or terminate relationships if standards are not met.
We perform due diligence on every partner before working with them, checking: Regulatory status Financial soundness Data-security controls AML and sanctions procedures We also monitor partners regularly and have the right to audit or terminate relationships if standards are not met.
We screen all customers, transactions, and beneficiaries against UK and international sanctions lists and identify politically exposed persons (PEPs). This helps prevent misuse of our services and ensures we comply with all relevant sanctions laws.
We screen all customers, transactions, and beneficiaries against UK and international sanctions lists and identify politically exposed persons (PEPs). This helps prevent misuse of our services and ensures we comply with all relevant sanctions laws.
Always check you're on our official website: https://www.odola.com (with a padlock icon). If you're unsure about an email, message, or call claiming to be from us, please contact security@odola.com before taking any action. We'll confirm what's genuine.
Always check you're on our official website: https://www.odola.com (with a padlock icon). If you're unsure about an email, message, or call claiming to be from us, please contact security@odola.com before taking any action. We'll confirm what's genuine.
Your Account
In the app, go to Payments, select Bank Transfer, and either add a new recipient or choose from your existing recipients. Enter the amount you want to send and add an optional payment reference. Check that all details are correct, then tap Confirm Payment. Your transfer will be processed and should arrive in vour recipient's account shortly.
In the app, go to Payments, select Bank Transfer, and either add a new recipient or choose from your existing recipients. Enter the amount you want to send and add an optional payment reference. Check that all details are correct, then tap Confirm Payment. Your transfer will be processed and should arrive in vour recipient's account shortly.