Help Center
Find the guidance you need
Learn about creating and managing your Trove account, completing identity verification, handling eligible transactions, and keeping your account information protected.
Free personal payments
What payments are free?
Trove does not charge a transfer fee when eligible users send or receive personal payments with friends and family through Trove.
Who can receive a free payment?
The recipient must be an eligible Trove user, and the payment must be supported for the accounts, countries, currencies, and funding method involved.
Does free mean every service is free?
No. Currency conversion, certain funding methods, bank-account transfers, and other services may involve fees. Any applicable Trove fee will be shown before you confirm. Third-party charges may also apply in some circumstances.
Can I use free personal payments to buy products or services?
Free friends-and-family payments are intended for eligible personal payments between people who know one another. Payments for goods, professional services, or commercial activity may be subject to different requirements, protections, and fees.
Are bank-account transfers free?
No. Eligible transfers to supported personal and business bank accounts are available for a small fee. The applicable fee will be shown before confirmation.
Getting started with Trove
Creating an account
Select Create account and provide the requested registration details. You must provide information that is complete, current, and accurate. Account access and available services are subject to eligibility and successful completion of any required checks.
Using accurate information
Use your legal name and current residential information when requested. Information that does not match your supporting documents may delay verification or require additional review.
Account availability
Trove services are not necessarily available in every country or to every applicant. Available features may depend on your location, age, account type, verification status, and applicable requirements.
Signing in
Use the email address and authentication method associated with your account. Never share your password, one-time security code, or account credentials with another person.
Sending money
Before creating a transfer
Confirm that the recipient's name, account details, destination, and currency are correct. Incorrect information can cause delays, rejection, return of funds, or delivery to the wrong recipient.
Reviewing transaction details
Before confirming an eligible transfer, review the amount you are sending, applicable exchange rate, fees, recipient amount, payment method, and available delivery estimate.
Transfer timing
Delivery estimates are not guarantees. Timing may be affected by payment methods, banking networks, recipient institutions, compliance reviews, incorrect information, weekends, holidays, technical issues, or other circumstances.
Transfer status
Sign in to your account to view the latest available status for an eligible transfer. A displayed status may not always reflect processing performed by an external bank or payment provider in real time.
Delayed transactions
A transaction may require additional review. Check your account for requests or notifications. Respond only through official Trove channels and never share your password or security code.
Cancelled or returned transactions
Whether a transaction can be cancelled depends on its processing stage. A completed transaction may not be reversible. Returned funds may be affected by third-party charges or currency movements where permitted by applicable terms.
Receiving money
Availability
Receiving features depend on the supported currencies, payment methods, account type, and country associated with your account.
Receiving instructions
Use only the receiving details displayed inside your Trove account. Do not assume that details provided for one currency or transaction can be reused for another.
Sender information
The sender should enter the recipient information exactly as displayed. Missing or incorrect information may result in a payment being delayed, rejected, or returned.
Incoming-payment reviews
Incoming payments may be reviewed. Trove may request additional information about the sender, source of funds, purpose of payment, or underlying transaction.
Managing supported currencies
Currency availability
The currencies available to hold or convert are displayed inside your account. Availability may change based on location, account type, payment routes, market conditions, or service availability.
Currency conversion
Review the applicable exchange rate, fees, source amount, and destination amount before confirming a conversion.
Exchange-rate changes
Exchange rates can change. The rate available when you first view a transaction may differ from the rate available when you confirm or fund it, unless a rate has been expressly locked for a stated period.
Unsupported currencies
Do not send unsupported currencies to account or payment details intended for another currency. Doing so may result in rejection, conversion, delay, return, or additional charges.
Understanding fees and limits
Applicable fees
Any applicable Trove fee should be displayed before an eligible transaction is confirmed. Third-party banks, card issuers, payment networks, or recipient institutions may impose separate charges outside Trove's control.
Transaction limits
Minimum and maximum transaction amounts may depend on the currency, payment method, destination, account status, verification level, transaction history, and applicable requirements.
Changes to fees or limits
Fees, limits, and available services may change. The information shown during the transaction process applies to that transaction unless otherwise stated.
Verifying your identity
Why verification is required
Identity verification helps confirm that an account is being created and used by the person whose information was submitted. It also supports fraud-prevention, risk-management, and applicable compliance requirements.
Accepted identity documents
Depending on your country and the verification options available, you may be able to submit an accepted passport, national identity card, or driver's licence. The document should be valid, clearly visible, and belong to the person opening the account.
Proof of address
You may be asked to submit an eligible utility bill, bank statement, or rental or tenancy agreement dated within the last three months. The document should clearly show your name, residential address, issue date, and issuing organization.
Selfie verification
You may be asked to submit a clear selfie so it can be compared with the photograph on your identity document. Follow the on-screen instructions and make sure your face is visible, the lighting is sufficient, and no other person appears in the image.
Additional information
Trove may request additional information or documents when required to complete a review. This may include information about your source of funds, intended account use, occupation, business activity, transaction purpose, or relationship with a recipient.
Verification outcomes
Submitting documents does not guarantee approval. Verification may be completed, rejected, or referred for additional review depending on the information provided and applicable requirements.
Protecting your account
Password and security codes
Access Trove through trovein.com. Be cautious of messages that request passwords, security codes, or urgent transfers. Never disclose your password, one-time code, or recovery code in response to an unexpected message.
Suspicious messages
Be cautious of messages creating false urgency, requesting credentials, asking you to transfer money to “protect” it, or directing you to an unfamiliar website. Access Trove through the official website or application details provided directly by Trove.
Lost access
Use the available account-recovery process. If you believe another person has accessed your account, contact Trove through the Contact page as soon as possible.
Keeping information current
Keep your contact information and other required account details accurate. Trove may request updated information or repeat certain checks where appropriate.
Account and transaction reviews
Why a review may occur
An account or transaction may be reviewed because of incomplete information, unusual activity, legal requirements, risk concerns, sanctions screening, recipient details, source-of-funds questions, or other compliance considerations.
During a review
Certain account functions or transactions may be temporarily limited while a review is completed. Provide requested information accurately through the approved process.
Review outcome
Depending on the circumstances, Trove may approve, delay, limit, reject, cancel, return, suspend, or close an account or transaction as permitted by the Terms of Use and applicable requirements.
Complaints and privacy questions
Complaints
To submit a complaint, visit the Contact page and select Complaint as the enquiry category. Describe the issue, the outcome you are seeking, and any relevant account or transaction reference.
Privacy requests
To ask about your personal information or submit an available privacy request, visit the Contact page and select Privacy request. Your identity may need to be verified before a request can be completed.
Still need help?
Use the Contact page or email support@trovein.com. Do not include passwords, security codes, or identity documents in a general support email.