Remitly provides customer support by phone or chat. Help via phone is available 24/7 in English and Spanish, and chat is available 24/7 in English, French and Spanish.
In a test of Remitly’s customer service, we placed a call to Remitly’s toll-free number at 11:58 a.m. on a Saturday. It was initially answered by an automated operator. The operator said there was trouble verifying information for our account, so we were going to be transferred to a customer service representative. The operator then told us there was a five- to 10-minute wait time and offered the ability to hold our place in line and have a customer service agent call us back. We chose that option.
Within five minutes, Remitly called back. However, there was nothing but silence for a couple of minutes, and then the call dropped. We called the customer service department again and, after initially being told there’d again be a five- to 10-minute wait, we were quickly transferred to a live customer service agent.
The customer service agent initially was hard to hear, but this technical problem was resolved within seconds. The agent we spoke with was polite and knowledgeable, correctly answering a couple of questions about transferring money from the U.S. to Mexico.