Remitly: Send money abroad

User Experience Report

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

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TOP INSIGHTS

A weekly roundup of Remitly: Send money abroad's key feedback

Account Suspensions

A significant number of users report unexpected account suspensions without clear explanations, affecting approximately 10% of users. This issue causes frustration and distrust, as users are unable to complete transactions or access their accounts.

My account was suspended without any reason, and customer service couldn't provide an explanation.

Verification Delays

Users experience delays in the verification process, which can take several days and hinder their ability to send money promptly. This affects around 5% of users, leading to dissatisfaction and inconvenience.

The verification process took too long, delaying my ability to send money when needed.

High Fees and Charges

Some users feel that the fees and charges associated with transactions are higher than expected, impacting about 7% of users. This perception of high costs can deter users from using the service regularly.

The fees were higher than I anticipated, making it less cost-effective to use Remitly.

Technical Issues

Technical problems, such as app crashes and difficulties in navigating the interface, affect approximately 4% of users. These issues disrupt the user experience and can prevent successful transactions.

I faced technical issues with the app, which made it difficult to complete my transaction.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Remitly: Send money abroad

Remitly receives high praise for its ease of use, fast and reliable service, and competitive exchange rates. However, some users express frustration with account verification processes and customer service issues.

#2 RUNNER UP

Western Union

Western Union is appreciated for its quick and reliable service, with many users finding it easy to send money. However, some users complain about high fees and poor customer service experiences.

#3 Straggler

Wise

Wise is commended for its low fees, ease of use, and fast transactions, making it a popular choice for international transfers. Nonetheless, some users report issues with account closures and customer service responsiveness.

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Nuggets

Major Highlights of the Week

Account Suspensions

Users experience unexpected account suspensions without clear reasons, impacting their ability to send money. This issue creates frustration and distrust, as users are left without explanations or resolutions.

My account was suspended without any explanation, and I couldn't send money to my family.

Verification Delays

The verification process is cumbersome and often results in delays, preventing users from completing transactions promptly. This inefficiency is particularly problematic for urgent transfers.

I had to verify my identity multiple times, causing delays in sending money.

Customer Service Issues

Customer service is perceived as unhelpful and slow, with users reporting long wait times and unresolved issues. This lack of effective support diminishes user confidence in the service.

Customer service took 40 minutes and still couldn't resolve my account suspension.

Transaction Errors

Users report errors in transactions, such as incorrect recipient details, leading to failed transfers and financial losses. These errors highlight a need for improved transaction accuracy and error handling.

My money was sent to the wrong account, and I couldn't get it back.

High Fees

Despite claims of low fees, some users find the charges unexpectedly high, especially when compared to competitors. This discrepancy affects the perceived value of the service.

The fees were much higher than expected, making it less competitive.

App Functionality Issues

Users encounter technical issues with the app, such as difficulty scrolling through options or completing transactions. These usability problems hinder the overall user experience.

I couldn't scroll to select my country of birth, preventing me from completing the setup.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Account Suspensions

Verification Delays

The verification process is cumbersome and often results in delays, preventing users from completing transactions promptly. This inefficiency is particularly problematic for urgent transfers.

Customer Service Issues

Customer service is perceived as unhelpful and slow, with users reporting long wait times and unresolved issues. This lack of effective support diminishes user confidence in the service.

Transaction Errors

High Fees

Despite claims of low fees, some users find the charges unexpectedly high, especially when compared to competitors. This discrepancy affects the perceived value of the service.

App Functionality Issues

Users encounter technical issues with the app, such as difficulty scrolling through options or completing transactions. These usability problems hinder the overall user experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

Remitly has been a fantastic solution for my international money transfer needs. The app is incredibly easy to use, making the process of sending money quick and straightforward. What truly stands out is the speed of transfers – I've consistently found that funds arrive in minutes for express options, which is a lifesaver for urgent needs.

A Google user

Week of July 21st, 2025

I tried Remitly and figured it out in 3 minutes and the money comes in less than a minute with the best exchange rate and least rate. Thank you, Remitly!

A Google user

Week of July 21st, 2025

Remitly makes sending money abroad easy and quick. The transfer process is smooth, fees are low, and my money always arrives on time. Highly recommend for international transfers!

A Google user

Week of July 21st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

I tried Remitly and figured it out in 3 minutes and the money comes in less than a minute with the best exchange rate and least rate. Thank you, Remitly!

Kelly Williams

Google Play

Remitly makes sending money abroad easy and quick. The transfer process is smooth, fees are low, and my money always arrives on time. Highly recommend for international transfers!

Koray Okumus

Google Play

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User Experience Report

Report Date

Remitly: Send money abroad

Top Insights This Week

Account Suspensions

Verification Delays

High Fees and Charges

Technical Issues

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 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