Receiving an international payment

You can find your International Bank Account Number (IBAN) in Online Banking or the app.

App

1. Log in to the Zempler app
2. Head to Pay > Get paid (Pay in) > Receive international payments
3. View your details. Tap ‘Share account details’ to copy them

Online Banking

1. Log in to Online Banking
2. Head to Payments and Transfers > Receive Money > By Bank Transfer
3. Select ‘Receive’ and then ‘International account details’. View your details. 

UK Payments: When you receive a payment via UK bank transfer – you just need to provide the UK payer with your unique Zempler sort code and account number, and the payment is sent directly into your Zempler bank account.

International Payments: When you receive a payment from abroad – to ensure your payment reaches your account, banks use an IBAN, as well as a SWIFT/BIC code to help identify who the payment belongs to.

To receive an international payment into your bank account, provide the payer with your account name, IBAN and BIC. 

You can receive international payments originating in the following countries:

• Australia
• Austria
• Belgium
• Canada
• Chile
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Guernsey
• Iceland
• Ireland
• Isle of Man
• Israel
• Italy
• Japan
• Jersey
• Lithuania
• Luxembourg
• Montenegro
• Netherlands
• New Zealand
• Norway
• Poland
• Portugal
• Singapore
• Slovenia
• Spain
• Sweden
• Switzerland
• Taiwan
• United Kingdom
• United States
• Uruguay

Any international payments to your account will be converted to GBP.

Any international payment from a country not on the list above will be returned to the sender. No fees will be charged by Zempler for returned payments, but the sender may receive less than they sent due to fees applied by any other bank involved in the payment, and fluctuations in the exchange rate. 

The time it takes for an international payment to arrive in your account will vary depending on which country and bank it’s coming from. So, it’s best to ask the person making the payment, to check timings with their bank for you. Once received, we’ll apply the payment to your account immediately, unless additional checks are required.

International payments sent in non-GBP currency

£5 flat fee plus 1%

International payments sent in GBP

£5 flat fee

For example, if you receive a payment sent in Euro equivalent to £1,000, the total fee will be £15 - comprising the £5 flat fee and £10 (1% of £1,000). If this same payment is sent in GBP, you'll only be charged the £5 flat fee, as no currency conversion is needed.

You will be able to see the Zempler fees for your transaction in the International Payments History screen of your account. Additional fees may also be applied by any other bank involved in the payment. 

An IBAN stands for International Bank Account Number. Your IBAN includes your sort code and account number in the IBAN. This is the account number to provide to people paying you from overseas. Please see above for more guidance on how to find your IBAN in the app and Online Banking.

This unique code is used to identify the bank and country that the payment is going to.

This should only be the case if the payer has entered the wrong details when making the payment to you, or the payment was sent from a country not in the accepted countries list above.

Check with the person who sent the money in the first instance, as it’s possible the payment could have been returned. If the money has not been returned and it’s been at least five working days since the payment was sent, ask the sender to have their bank trace the payment. Before calling Zempler, ask the sender for the SWIFT payment ID (called the UETR), amount, sending currency and date, so we can use this in our investigation.   

If the payment is sent to us in a foreign currency, it will be converted to GBP to be applied to your Zempler account.

The exchange rate used is the rate provided by Wise Platform and is usually the mid-market rate. The rate used for each transaction can be seen in the International Payments History section of your account.

You may come across some websites offering IBAN calculation services and we cannot guarantee that these are 100% accurate or safe to use. To make sure that money sent from overseas is received safely into your Zempler bank account, always use the details that we have provided.

We want to make sure that our customers feel safe when they are making any sort of payment. If you have any questions, give our Customer Service Team a call.  

Some UK banks use the SWIFT network for certain UK payments, such as for investments or high-value transactions. SWIFT is the system we use for international payments, which is why these payments appear in the international section.

SWIFT payments received in GBP are subject to a £5 flat fee.

If you would like future payments sent through the UK Faster Payments system, which are subject to standard payments and transfer fees, please let the payment sender know. 

It can be frustrating when a payment doesn't go through, especially when you know your details are correct. This usually happens because the sending bank's internal system has out-of-date information for Zempler.

Here’s what to do:

1. Please ask the sending bank to update their payment information for Zempler Bank.
2. If you're still having trouble after that, please get in touch with us and we'll help get it sorted.