Remitly

User Experience Report

Week of May 26th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of Remitly's key feedback

App Crashes

A significant number of users, approximately 18%, report frequent app crashes, especially during login or while submitting transfer requests. These crashes disrupt the sending process and reduce trust in the platform.

The app crashes every time I try to send money. It’s really unreliable.

Delayed Transfers

Roughly 14% of users experience delays in fund transfers, especially during bank holidays or peak hours. These delays can lead to stress or missed financial obligations for recipients.

Said my transfer was supposed to arrive in minutes but it took over a day...

Verification and KYC Issues

About 11% of users report difficulty with identity verification, such as document rejection or long approval times. This often prevents users from sending money when urgently needed.

My ID was rejected multiple times and no one explained why and its delaying everything!!

Poor Customer Support

Approximately 9% of users express frustration with customer support being slow, unhelpful, or unresponsive, especially during time-sensitive issues.

Support didn’t reply for 3 days and by then the problem had already escalated.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Wise

Wise receives high praise for its transparency, ease of use, and competitive exchange rates, making it a favorite for international travelers and money transfers. However, some users report issues with slow service and technical glitches.

#2 RUNNER UP

Remitly

Remitly is appreciated for its fast and reliable money transfer services, often completing transactions in under a day. However, some users express concerns about customer service and occasional delays.

#3 Straggler

Western Union

Western Union is valued for its global reach and reliability in sending money quickly. Nonetheless, users criticize its high fees and poor customer service, with some experiencing significant delays and unresolved issues.

Nuggets

Major Highlights of the Week

Exchange Rate Mismatch

Users report that the rate shown during setup often changes before confirmation, leading to confusion and reduced trust in pricing transparency.

The rate looked good at first but dropped before I could finish sending.

Transfer Cancellation Errors

Some users are unable to cancel transactions even shortly after submitting them, which can be problematic if done in error.

There’s no option to cancel a transfer even if it hasn’t processed yet.

Recipient Delivery Failures

Reports include cases where recipients never receive the funds despite sender confirmation. These issues often involve local partner banks or pickup points.

My cousin never got the money and the app says it was delivered.

Biometric Login Problems

Users with fingerprint or face ID enabled report inconsistent login success, forcing them to reset passwords or reverify manually.

Face ID fails every time. I always end up typing my password again.

App Freezing Mid-Transaction

A segment of users experience the app freezing while filling out transfer details or confirming payments, causing them to restart the process.

The app froze on the payment screen and I had to start over.

Limited Destination Country Support

Users are frustrated when specific countries or payout methods are not supported, despite being listed during onboarding or promotional material.

It said I could send to that country but there were no delivery options when I tried.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Exchange Rate Mismatch

Users report that the rate shown during setup often changes before confirmation, leading to confusion and reduced trust in pricing transparency.

Transfer Cancellation Errors

Some users are unable to cancel transactions even shortly after submitting them, which can be problematic if done in error.

Recipient Delivery Failures

Reports include cases where recipients never receive the funds despite sender confirmation. These issues often involve local partner banks or pickup points.

Biometric Login Problems

Users with fingerprint or face ID enabled report inconsistent login success, forcing them to reset passwords or reverify manually.

App Freezing Mid-Transaction

A segment of users experience the app freezing while filling out transfer details or confirming payments, causing them to restart the process.

Limited Destination Country Support

Users are frustrated when specific countries or payout methods are not supported, despite being listed during onboarding or promotional material.

Quotes of the week

Hear from some of the most impactful users to drive changes

I submitted my documents three times and still got denied without explanation. No way to send money when it’s urgent. Just stuck.

zaynlight

Week of May 26th, 2025

The app said the money was delivered but the recipient never got it. No proof, no help, and now I’m out the full amount.

nova_2

Week of May 26th, 2025

I got an email promo code but it didn’t work at checkout. Tried again and it said expired. That was the only reason I chose Remitly this time.

elisecode

Week of May 26th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

I submitted my documents three times and still got denied without explanation. No way to send money when it’s urgent. Just stuck.

Candice Wu

App Store

The app said the money was delivered but the recipient never got it. No proof, no help, and now I’m out the full amount.

Kelly Williams

Google Play

I got an email promo code but it didn’t work at checkout. Tried again and it said expired. That was the only reason I chose Remitly this time.

Koray Okumus

Google Play

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User Experience Report

Remitly

Top Insights This Week

App Crashes

Delayed Transfers

Verification and KYC Issues

Poor Customer Support

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience management platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts