Q: What should I do if I've forgotten my password?

Go to the login screen and click forgot password , this will bring up the next screen for you to enter your email address. Enter your email address and click continue. You will receive an email with further instructions. Note that you may need to check your spam folder for this. If you do not receive an email and it’s not in your spam folder, then please contact Support .

Q: When is the business closed and are you open on public holidays?

Freemarket is closed on UK bank holidays . You can still access the platform, however, certain payments won’t be through until the next working day. Our FX and payments services won’t be available during these days. If you would like any assistance, call us on 020 3393 2709 or contact our Support team.

Question 1

Is there a minimum or maximum amount that I can convert?

Accepted Answer

Whilst we do have a minimum in place for transactions with us, which is £5,000 (or currency equivalent), we don’t have a maximum that you can transfer or exchange. Most of our clients transact with us daily and their volumes alter month-by-month.

Question 2

Can I get a MT103?

Accepted Answer

All banks and financial institutions utilise MT103, a SWIFT standard messaging protocol, as a globalised proof of payment document.

Although though it is no longer the quickest or cheapest means to transport money, SWIFT, which was first established in the 1970s, remains a trustworthy way to transfer funds between markets and jurisdictions. A bank or financial institution won't often provide you an MT103 receipt; if you do, it will likely cost you as the user. The MT103 provides you with a breakdown of the transaction, including information on the sender, the organisations handling the payment, the transaction's value, fees, and more.

Please contact Support for further information on this.

Question 3

What are approvals and roles on the platform & how to change them?

Accepted Answer

There are five main user roles on the platform; client admin, account user, read only, exchange approver and withdrawal approver – these are all permissions that a client can manage themselves.

Client Admin: being able to create payments, exchanges and manage users
Exchange Approver: this user will be able to approve an exchange before it is actioned and scheduled
Read Only: unable to make any changes, create payments or exchanges and only allowed to view features of the platform
Account User: able to create payments and exchanges on the platform
Withdrawal Approver: this permission setting will be able to approve a withdrawal before it is actioned and scheduled
Manage Users: this enables you to temporarily suspend or reinstate users, modify permissions, and add or delete people

Each of the user roles has different permissions, meaning they can access different parts of the platform. You can also disable email notifications for a particular user if preferable, and they don’t want to be notified via email. The overriding administrator of the account can set up the different permissions or contact support if you are unable to do this and require assistance.

Head to user management to change permissions and view your current status.

Question 4

How do I know if my exchange has been completed?

Accepted Answer

We will send you two emails detailing the exchange breakdown and when we start to process the payment order. The first email will inform you as we have started to process your instruction and you will receive another email when the exchange is complete. The second email from support@wearefreemarket.com will include a statement with the full transaction details, including a breakdown of the rate achieved for the transaction.

Question 5

What should I do if I've forgotten my password?

Accepted Answer

Go to the login screen and click forgot password, this will bring up the next screen for you to enter your email address.

Enter your email address and click continue. You will receive an email with further instructions. Note that you may need to check your spam folder for this.

If you do not receive an email and it’s not in your spam folder, then please contact Support.

Question 6

How to download account balances from the platform

Accepted Answer

Downloading your currency balances is an easy and simple process.

For each currency that you have access to, if you head to the Balances tab it will show the transaction history from the account in its entirety. The overview will display the beneficiary, incoming transactions, outgoing transactions, and overall balance of the currency.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/fnDSsgZVaa/resources/Y9oC1bOmzu/SS%20-%20Balance%20Download.png (SS - Balance Download)

From this viewpoint, you’ll be able to see the history for the currency – which can be located in the lefthand side of the screen – and you can toggle the side panel in order to select which currency you want to view.

Exporting the data from the platform is an easy task and you can do this in a matter of seconds. The platform by default will export the entire transaction history in your selected format. By clicking on green calendar icon (that is situated next to date), you are able to select a date range to view or export. Once, you have the currency and timeframe selected you can export the data in PDF or XLS format (as highlighted).

Question 7

What kind of documents should I submit for review with compliance?

Accepted Answer

On some occasions, we may request additional documentation from you to process your application, this allows us to successfully review your account without any delay. Each application is different, and we would ask for certain documents depending on your application, such as; where the company is regulated, financial statements, incorporation details, nationality (driving license or passport), the country of residence, articles of memorandum etc.

Question 8

Can I turn off notifications?

Accepted Answer

All clients are currently set to receive notifications as their default setting.

If you message your Relationship Manager or support@wearefreemarket.com, we can switch this for you.

Question 9

What are your support hours?

Accepted Answer

Our support team is on hand to answer any queries that might arise. The team is happy to assist you or point you in the right direction.

Monday: 8am – 17:30pm
Tuesday: 8am – 17:30pm
Wednesday: 8am – 17:30pm
Thursday: 8am – 17:30pm
Friday: 8am – 17:30pm

If your request is outside of those hours, we might ask that you send an email and we will respond as soon as possible.

Question 10

When is the business closed and are you open on public holidays?

Accepted Answer

Freemarket is closed on UK bank holidays.

You can still access the platform, however, certain payments won’t be through until the next working day. Our FX and payments services won’t be available during these days.

If you would like any assistance, call us on 020 3393 2709 or contact our Support team.