Frequently Asked Questions

About

  1. What is Cebuana Lhuillier Quikz?

    Cebuana Lhuillier Quikz is a remittance service that allows clients from Singapore to send money to the Philippines easily through its safe and efficient process. The remittance service is provided by Nium Pte. Ltd (“NIUM”).

  2. Is Cebuana Lhuillier Quikz a licensed service provider?

    The Cebuana Lhuillier Quikz remittance service is provided by NIUM which is regulated by the Monetary Authority of Singapore as a major payment institution in Singapore under the License No. PS20200276.

  3. Does Cebuana Lhuillier Quikz offer financial consultation?

    Cebuana Lhuillier Quikz does not specialize in personal advisory services or financial consultations.

  4. Is it safe to send money through Cebuana Lhuillier Quikz?

    Cebuana Lhuillier Quikz and NIUM put the safety and security of your money first. Through an unfailing verification process, it is ensured that the money you send reaches its intended receiver. The remittance service provided by NIUM also provides you with complete transparency and control over your transactions.

  5. Is my personal information safe with Cebuana Lhuillier Quikz?

    The protection of your data and financial details are very important to NIUM. You may refer to NIUM’s Terms and Conditions and Privacy Policy for more information on this matter.

    Should you have further questions, send an email to: [email protected]

Account

  1. How do I create a Cebuana Lhuillier Quikz account?

    You may create a Cebuana Lhuillier Quikz account using your email or your Facebook ID. You may sign up using any of these two options.
    Click here to create an account.

  2. Why is it important to provide all of the information asked by Cebuana Lhuillier Quikz upon signing up?

    As NIUM is a financial institution and a provider of payments services, identity verification is important. It is also important to verify your identity in accordance to the local regulations of the countries where Cebuana Lhuillier Quikz operates.

  3. How important is the accuracy of details I provide to Cebuana Lhuillier Quikz?

    As NIUM is a financial institution and a provider of payments services, identity verification is important.

    For this reason, when you create your profile, please use your real full name (no nicknames or initials), accurate address, phone number and email address where you can be reached.

  4. What information do I need to share to create an account on Cebuana Lhuillier Quikz?

    To create an account on Cebuana Lhuillier Quikz you need to share your email ID and mobile number. If you opt for E-KYC (instant electronic verification), you need to login via SingPass. If you opt for manual verification, you need to upload documents that will serve as proof of identity.

  5. What documents must be uploaded for manual verification?

    For identity verification: your NRIC/FIN document, front and back image.

  6. How do I add a recipient to my account?

    You can add a recipient when you are signing up for an account by clicking ‘add a recipient’ or when you log into your account after it is verified, by clicking ‘recipients’ or ‘add a recipient’.

  7. How do I delete a recipient from my account?

    Once recipients are added to the list, they cannot be deleted. However you can label recipients as ‘inactive’ through the recipients tab.

  8. Why do I need to re-share my documents?

    As a regulation, the most recent copies of your documents must be on file. This is to prevent any problems that come with documents that have expired or are nearing the expiry date. NIUM will ask you to share the most recent copy of your documents every once in a while.

  9. Who can use Cebuana Lhuillier Quikz services?

    Singapore citizens, Permanent Residents (NRIC card holders) or Expatriates (FIN card holders) over 18 years of age, that own a bank account in Singapore, can make transfers through Cebuana Lhuillier Quikz.

  10. How many beneficiaries can I add in my Cebuana Lhuillier Quikz account?

    There is no limit on the number of beneficiaries that you can add.

Payment

  1. How much does Cebuana Lhuillier Quikz charge for its money transfer service?

    The fees are subject to change and can be reviewed at any given time depending on changes in the Cebuana Lhuillier Quikz currency converter.

  2. At what rate will Cebuana Lhuillier Quikz transfer my money?

    NIUM offers you money transfer service at low cost and at very competitive rates which are sourced from Reuters. A nominal fee is added to cover the cost of the transaction depending on the payment corridor used to fulfill the transaction. NIUM does not have any hidden charges.

  3. Why is it that the rates do not change on the weekends and on special days?

    The Forex market is only operational during market hours on business days in particular countries. Therefore, the rates may not update when forex markets are closed on weekends and holidays.

  4. Can I lock in an exchange rate with Cebuana Lhuillier Quikz?

    Typically, the exchange rate is locked in for a specific amount of time once your transaction is submitted on the Cebuana Lhuillier Quikz portal. However, if the funds are not provided within 36 hours, the transaction gets automatically cancelled.

  5. Is it possible to fund my transaction through credit card?

    Currently, NIUM does not accept credit cards for transactions.

  6. How do I transfer money to Cebuana Lhuillier Quikz?

    You may transfer money to NIUM through PayNow or through Bank Transfers.

  7. Is my money held in a segregated account?

    The money in your account with Cebuana Lhuillier Quikz is held in NIUM’s segregated account with an Authorized Deposit-Taking Institution (ADI) / Authorized Institution / Originating Depository Financial Institution / Credit Institution.

  8. Can I deposit cash into a NIUM’s bank account?

    NIUM Pte. Ltd. does not accept cash deposits.

  9. Can I send money through somebody else’s bank account?

    NIUM does not accept third party payments.

  10. Can a third party pay for my transfer?

    NIUM does not accept third party payments.

    However, if a third party bank account was used to transfer the funds to NIUM on your behalf, the third party account holder may register for a Cebuana Lhuillier Quikz account, set up a new transaction, generate a new reference number, and then use the paid amount to fund the new transaction.

    NIUM can hold the funds and use them towards the transfer made from the third party’s Cebuana Lhuillier Quikz account. In such cases, the latest prevailing foreign exchange rate will apply to the new transfer.

  11. Can I send money through somebody I have a joint bank account with?

    You may send through a joint bank account as long as your name reflects as one of the account holders.

  12. I have entered wrong deposit details. Can I change it?

    Wrong deposit details cannot be changed once entered. For queries or concerns, you may write to NIUM Customer Support team via email at [email protected] or connect through chat by clicking on Ask Adam.

  13. I have been asked for additional documents even after my KYC, why?

    As a regulation, the most recent copies of your documents must be on file. This is to prevent any problems that come with documents that have expired or are nearing the expiry date. NIUM will ask you to share the most recent copy of your documents before you may process another transaction.

  14. How do I set up a transfer with Cebuana Lhuillier Quikz?

    Login to your account and submit a transfer. The platform will walk you through the process. If you have any queries, please contact Customer Support via email at [email protected] or via chat by clicking on Ask Adam.

  15. What happens if my payment to recipient is rejected?

    NIUM will notify you via email if your transfer is rejected.

  16. I have sent an incorrect amount. Can I change it?

    For queries or concerns, you may write to Customer Support via email at [email protected] or via chat by clicking on Ask Adam.

  17. How long will it take to transfer my money through Cebuana Lhuillier Quikz?

    Typically, transfers through NIUM happen in real time. However, for certain payment methods, it may take more than 2 business days to process the transaction.

  18. Do I need to contact Cebuana Lhuillier Quikz when I make a payment?

    Everything you need in order to make a payment can be done on the Cebuana Lhuillier Quikz website. All you need to do is set up a transfer on the online portal and NIUM will take care of the transaction for you. However, should you have any queries or concerns, you may contact Customer Support via email at [email protected] or via chat by clicking on Ask Adam.

  19. How do I cancel my transfer with Cebuana Lhuillier Quikz?

    You may cancel your transfer depending on what step your transfer is at. If you have not funded the transaction, you can cancel your transaction by clicking on the ‘cancel’ button on the transaction history page. If you have sent funds against a transaction and want to cancel it, please contact Customer Support via email at [email protected] or via chat by clicking on Ask Adam.

  20. What is the minimum I can transfer with Cebuana Lhuillier Quikz?

    The minimum amount for a money transfer through NIUM is $100 SGD.

  21. What is the maximum I can transfer with Cebuana Lhuillier Quikz?

    There is no maximum amount for a transfer made through a bank. However, for PayNow, there is a limit of $200,000 SGD per day.

  22. Do I need to deposit funds before I make a transfer with Cebuana Lhuillier Quikz?

    Should you choose to pay through a Bank Transfer or PayNow, a manual bank deposit to NIUM’s account will be required within 2 hours after submission of the transaction. NIUM’s bank details will be sent to your registered email address. When you make the deposit through your online banking, the status of your transaction may take up to 24-36 hours to update. Once NIUM receives and acknowledges the payment, you will get an email confirming the receipt of funds.

  23. Which sending currencies does Cebuana Lhuillier Quikz support?

    You may transfer money from Singapore Dollars to Philippine Pesos only.

  24. Can I set up multiple transactions and choose to fund only one of them?

    You should only set up a transaction if you intend to transfer funds towards it. If you have set up multiple transfers for the exact same amount and send only one deposit, the funds would be linked to the first transaction that you have submitted.

  25. Does Cebuana Lhuillier Quikz offer a cash pick-up facility?

    Yes, NIUM offers a cash pick-up facility only for the Philippines.

  26. How will my recipient know that the money is available for pick up?

    Both the sender and the recipient will be notified with all the details once the money is ready for pick up.

  27. What does my recipient need to present when collecting a cash pick-up transfer?

    The receiver will need to show the transfer code and an official ID at the pickup location. The transfer code will be displayed in your transaction.

  28. Which valid photo IDs can the recipient show at the cash pickup centre to collect the money?
    • Passport
    • Driver’s License with Photo
    • Professional Regulation Commission (PRC) ID
    • National Bureau of Investigation (NBI) Clearance
    • Police Clearance Certificate
    • Postal ID
    • Voter’s ID
    • Barangay Certification
    • Government Service Insurance System (GSIS) e-Card
    • Social Security System (SSS) Card
    • Senior Citizen Card
    • Overseas Workers Welfare Administration (OWWA) ID
    • OFW ID
    • Seaman’s Book and Seafarer’s Registration Certificate
    • Alien Certification of Registration/Immigrant Certificate of Registration
    • Government Office and GOCC ID, e.g. Armed forces of the Philippines (AFP ID), Home Development Mutual Fund (HDMF ID)
    • Certification from the National Council for the Welfare of Disabled Persons (NCWDP)
    • Department of Social Welfare and Development (DSWD) Certification
    • Integrated Bar of the Philippines ID
    • Company IDs issued by private entities or institutions registered with or supervised or regulated either by the BSP, SEC or IC
    • Original and clear copy of school ID duly signed by the Principal or Head of the school (for students who are not yet of voting age)
  29. What is the transfer limit if a recipient receives funds via cash pick-up?

    The transfer limit per transaction for cash pick-up transfers is PHP 50,000.

  30. What is the transfer limit if a recipient receives funds via Bank Deposit?

    The transfer limit per transaction for Bank Deposit transfers is PHP 100,000.

  31. When can the cash be picked up by recipient from a cash pick-up facility?

    The recipient may collect the cash sent from a cash pick-up location between 10 am and 7 pm PHT, from Mondays to Sundays.

  32. Will my recipient be charged when collecting the money?

    Your recipient will not be charged when collecting the money as cash.

  33. When will funds be ready for collection?

    For Cash Pick-Up, funds are immediately available once the transaction is processed.

    Bank Deposit Transfers are processed 24 hours from time of receipt from NIUM, but the time it takes for the money to arrive can vary. Much of this may depend on the bank or if additional information is needed.

  34. What happens if my recipient is unable to collect the cash immediately?

    The recipient must collect the cash within 30 days. In cases, where the recipient is unable to collect the cash within the given time period, the transaction automatically gets cancelled.

  35. Which locations can the recipient pick up cash from?

    The recipient can pick up cash from any of the available pickup locations. The recipient can look for a convenient pick-up location by clicking this link: https://www.cebuanalhuillier.com/branch-locator

Technology

  1. What should I do if Cebuana Lhuillier Quikz website does not load?

    As with any website, you may, at times, experience technical issues when using Cebuana Lhuillier Quikz. A basic problem you may encounter could be due to the browser you are using. We encourage you to use Google Chrome, Safari or Mozilla Firefox as Cebuana Lhuillier Quikz website works best with these browsers. Other solutions for basic website issues are enabling cookies and clearing your browser’s cache. If you still want to use your preferred browser which is not among the above options, and face issues, kindly write to [email protected], the team will be pleased to help you.

  2. Which browser should I use for browsing Cebuana Lhuillier Quikz?

    We encourage you to use Google Chrome, Safari or Mozilla Firefox – Cebuana Lhuillier Quikz website works best with these browsers.