Hanpass Global Pty Ltd (Hanpass) remittance is the cheapest and safest mobile-based overseas remittance in Australia.  We operate with official registration with AUSTRAC (IND100849285-001). Our service hours are 24 hours a day and 365 days a year.  

The business follows strict guidelines from AUSTRAC for preventing, detecting, and responding to criminal abuse of the financial system to protect the community from serious and organised crime.

Hanpass office is located at L25 100 Mount Street, North Sydney, NSW 2114.

Our head office is located at 4F~8F Kwangmyeong Tower, Achasan-ro 92, Seongdong-gu, Seoul, Republic of Korea (Near Seongsu Station Exit 4 )

You can find our Australian local customer support centre details on the Hanpass App’s home screen. Please click the customer support button located in the bottom right corner of the Hanpass app's main screen.

Alternatively, you can contact our business admin and marketing team here:

• Customer support: 08 78313533
• General enquiry: admin.au@hanpass.com
• Marketing: marketing.au@hanpass.com

When signing up for a Hanpass Australian account, your identity is verified in compliance with the Australian Foreign Exchange Transactions and Anti-Money Laundering Act. The verification process consists of two steps:

1. Register ID: Learn about the required ID for Hanpass Australia signup (link to https://hanpass.com.au/servicefeatures/how-to-join/).

2. Registering Residence Documents: Find information on the documents needed to prove residency for Hanpass Australia signup (link to https://hanpass.com.au/servicefeatures/how-to-use/).

Identity verification documents are processed within 48 business hours. Once completed, you will be notified through Hanpass app notifications, allowing you to conduct foreign remittances immediately.

• Please ensure notifications are enabled on the Hanpass app or on your phone to receive alerts.

When registering for a Hanpass Australian account, identity verification is conducted in compliance with the Australian Foreign Exchange Transactions and Anti-Money Laundering Act. Acceptable forms of identification during registration include:

• Passport with POA(Proof Of Address): Capture an image of the page containing your signature.

• Australian Driver's License: Provide pictures of both the front and back of the ID

Please ensure that the images you provide adhere to these specifications for a valid and thorough identity verification process.

Upon signing up for a Hanpass Australian account, your identity will undergo verification in accordance with the Australian Foreign Exchange Transactions and Anti-Money Laundering Act. Following the registration of your ID, it is required to upload additional documents as proof of residence. Accepted documents for this purpose include:

• A utility bill – electric bill, water bill, etc.

• A credit card bill or statement

• A bank statement

• A one-off bank letter

• A social insurance statement

• A letter from a public authority, e.g. a court

• An insurance policy for your car or home

• A rental or mortgage contract or statement

• Your car’s registration

• An official change of address form

• An official letter from your employer or school, on which your address is confirmed

• Confirmation of voter registration

Please note: POA Should be issued in the last 3 months.

Please ensure the submission of these documents to complete the residence verification process.

Upon successfully completing the identity verification process, please be advised that it may take up to two business days for the verification to be processed.

Registration using Facebook, Google, or Apple accounts is not permissible.

If you are not residing in Australia, verification cannot be performed. It is essential to be a resident in Australia to initiate overseas transfers through Hanpass. However non-Australian mobile numbers can be used for the verification.

When you open a bank account, you usually need to bring some ID to the bank branch. Hanpass is no different. We’re a financial institution, so we need to know who’s using our service. This helps us combat money laundering and keep everyone’s money safe.

So, depending on where you’re sending money from and how much you send, we’ll ask you to verify your identity. This helps us keep your money safe.

You can only have one personal account with Hanpass

On the app:

1. Tap on the top right settings

2. Tap ‘Reset Login Password’

3. Enter your current and new passwords

4. Confirm with Change password

The email address registered in your Hanpass account serves as our primary means of communication with you. We utilise this email address to send updates regarding your transfers, along with any other critical information you may need to be aware of it is best practice to not to change it. For any reason you are required to change email address then please get in touch with our friendly support team for an assistance.

On your Hanpass app please go to settings on top right and select ‘Receive Notifications’

• App Push: We’ll send your notifications to any device that you have installed the app on.
• SMS: We’ll send your notifications to the mobile number that you’ve registered with.

You will be automatically prompted to set the pin number during the initial transaction process.

To change the PIN, please go to settings on the top right and select ‘Change my PIN number’

With your new device, you will need to download the Hanpass app and log in with your ID and password.

We may close your Hanpass account for various reasons. Unfortunately, we cannot provide specific details regarding the closure due to regulatory constraints, please contact our customer support for any discussions.

For your reference an account may be closed if we determine that:

• It is a duplicate account (as per our policy, users are allowed only one Hanpass account unless otherwise agreed upon).

• Security has been compromised.

• There are transactions on the account that cannot be completed.

• Regarding pending payments:

When we deactivate your account, all pending payments will be cancelled. After a thorough review, any funds you have sent will be returned in the manner they were received.

Please contact customer support to delete your Hanpass account.

For smaller amount (under $1000), usually it only takes a few minutes to an hour for smaller transfers. However, in some cases, the recipient may need to undergo a quick verification process from their phone. Depending on the verification, it could take up to 48 hours.

For larger amount (over $1000), recipients are required to complete a verification process following the instructions from Hanpass. Once the verification is done, subsequent transactions typically don't require re-verification, speeding up the process and making transfers almost instant.

However, it is important to note that the estimated duration may be subject to change upon the actual setup of your transfer. This adjustment is attributed to the principle that a more comprehensive understanding of your transfer details allows for a more precise estimation of the transfer duration.

Several factors influence the speed of the transfer:

The countries you’re sending from and to. Each currency and country exhibits unique characteristics. While currency conversion generally takes a maximum of 2 working days, it is uncommon for the process to extend to this duration. The expeditious arrival of your transfer is contingent upon the processing speed of your recipient's bank, along with the available payment methods in the country of origin. Confirmation of the funds reaching and being processed by the recipient's bank is not within our purview.

Security checks. Verification processes may be necessitated, such as confirming your identification, address, or the source of funds, during the transfer. This verification process is integral to ensuring the safety of both you and your funds. These supplementary checks may extend the transfer duration beyond the initially estimated timeframe

What time you pay for your transfer: The movement of funds is restricted to regular banking hours, and the duration may be prolonged, especially if the destination country observes a national holiday.

No. We won't be charging tax on your transfers.

You are eligible to make a transfer from a joint bank account under the following conditions:

1. You must be one of the account holders.

2. The name on the joint bank account must match the name on your ID

No, it is against our policy.

Yes, there are limits on the amounts you can send with us.

When sending overseas remittances to South Korea:

• Sender daily transfer limit: USD $5,000 (based on US dollars; the amount sent from Australia may vary slightly due to exchange rates).

• Senders annual transfer limit: The maximum amount that can be sent through Hanpass Australia is AUD $121,000 per year.

• Recipient Annual receiving limit: The maximum amount that can be received by one account through overseas remittances is USD $50,000.

If you have any additional inquiries, please contact our customer support team.

When sending a substantial amount, the processing time typically aligns with that of a standard transfer. Occasionally, security checks may be necessary for such payments, but every effort is made to expedite the process.

In cases where time is of the essence for your payment, we recommend reaching out to our specialised team on admin.au@hanpass.com. They can assist you in preparing for your transfer in advance, a practice that often facilitates a more expeditious transaction processing.

To enquire about the status of your remittance:

1. Log in to the Hanpass app.

2. Access the transaction history.

3. Review the details by selecting the remittance currently in progress.

We mark your transfer as 'Complete' when we have successfully dispatched the funds to the recipient bank. Our arrival estimate incorporates a buffer to account for the bank's processing time before releasing the funds.

If your recipient indicates that they have not yet received the funds, there are two potential reasons:

Processing Time at the Receiving Bank:

Some banks have varying processing speeds, and it may take up to 1 working day for them to release the funds. While your money is en route, the recipient's bank may still be in the process of finalizing the transaction. Your recipient can expedite this process by contacting their bank and providing a transfer receipt containing all the pertinent details.

Unrecognised Transfer Appearance:

The funds may have arrived, but the recipient might not immediately recognise the transaction in their account. To assist in identification, we recommend that the recipient refer to the transfer receipt and verify the details.

Potential Delays on Weekends and Holidays:

The process may experience slowdowns during weekends and public holidays, as factors such as banking hours are beyond our control.

Swift Currency Conversion and Outbound Transfer:

Upon receipt of your funds, we promptly convert them to the designated currency and initiate the outbound transfer. This phase is the most expeditious. However, the impact of banking hours, weekends, and public holidays, beyond our control, may introduce delays.

Varied Processing Times by Receiving Banks:

Following the transfer of your funds to your recipient's bank, the subsequent processing and clearance timelines can differ. Some banks may take up to 2 working days for certain currencies. At this stage, the funds are no longer within our system, and any necessary assistance or inquiries should be directed to the recipient's bank.

Proof of Payment in Australia Requirements:

If your bank is located in Australia, more than a simple screenshot of your online banking is required. In addition to the screenshot, we require a bank statement that clearly displays your name, date of issue, and bank details. Alternatively, you may opt to submit only the bank statement, provided it includes all the mentioned details.

Transfer Documentation with Hanpass:

Every transfer initiated through Hanpass is assigned a unique transaction number for making ‘PayID’ payment. This number should also be used to as reference when contacting us for inquiries.

Certain transfers may also generate a banking partner reference number. This term is used because we collaborate with local banking partners in each country to facilitate the transfer.

Provide the banking partner reference number to us so we can leverage it to track the status of the transfer.

Depending on the current status of the funds, you can request a cancellation by contacting our support centre. If the funds have already reached your recipient, you need to contact them and request the return of the funds.

Yes, our conversion process is rapid, and sometimes it may be too late to cancel. Once a transfer is marked as complete, the funds have exited Hanpass’s system and this maybe too late to cancel transaction.

If an incorrect amount is transferred, the system will automatically process a refund. Please note that a refund fee of $4 will be deducted from the refunded amount.

Cancellation of a completed transfer is not possible. All transfers concluded by Hanpass are considered final, and Hanpass does not possess the capability to reverse or recall payments. Once your transfer is marked as completed on our website, cancellation is no longer an option.

Hanpass explicitly disclaims involvement in disputes between senders and recipients. Therefore, it is strongly advised that you have a trusted relationship with the individual or business to whom you are sending money before initiating a transfer.

While Hanpass refrains from intervening in disputes, our commitment to customer safety is paramount. We conduct thorough investigations into any claims of fraud. If it is determined that Hanpass has been utilized for fraudulent activities, the individual responsible will be prohibited from receiving money through our platform.

There are multiple reasons why Hanpass may cancel a transfer. Here are some common scenarios:

• Non-payment: Please complete the payment for a transfer within 48 hours to prevent the transfer from being automatically cancelled. If you still wish to proceed, you can initiate a new transfer.

• Additional Information Required: For certain transfers, we may require additional information from you. In such cases, an email or message will be sent to notify you of the necessary details. If no response is received within 2 working days, the transfer will be automatically cancelled and refunded. Therefore, it is crucial to monitor your emails and messages when conducting transfers with Hanpass.

• When the amount transferred through an Australian bank is less than the requested amount, it will be automatically refunded, with a $4 refund fee deducted.

• When the amount transferred through an Australian bank is more than the requested amount, it will be automatically refunded, with a $4 refund fee deducted.

• When the description does not match, it will be automatically refunded, with a $4 refund fee deducted.

Hanpass Australia applies a refund fee of $4 in the following cases:

• When the amount transferred through an Australian bank is less than the requested amount.

• When the amount transferred through an Australian bank is more than the requested amount.

• When the description does not match.

• When funds are transferred from a third-party account instead of the user’s own account; excluding joint accounts.

Additionally, if the recipient’s information is inaccurate, the payment may be returned locally. In such cases, a refund will be processed to the chosen withdrawal account, and depending on the country and withdrawal method, the refunded amount may be subject to fee deductions. If the error is attributed to Hanpass, the full deposited amount will be refunded.

You may send below currencies with Australian dollars.

KRW (Ref. November 1, 2024)