Help Center
We answer your questions so you can send with total confidence.
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Frequently asked questions
How long does it take for the money to arrive?
Deposits to a remittance card (Clásica, Bandec Tropical) normally show up in under 1 hour after the payment is processed. Cash delivery in the provinces can take between 5 and 8 business days depending on the area.
For cash delivery in Havana, it's delivered within under 24 hours, Monday to Sunday.
What payment methods do you accept?
We accept payments from apps linked to your phone, such as Google Pay and Apple Pay, as well as Visa, MasterCard and American Express cards, SEPA transfers and Bizum.
If you can't find your payment method among these options, contact us via Telegram, email or the contact form.
Is it safe to send money with VeltroPay?
We protect payments with 3D Secure and show the final price before you confirm. You can also track your transfer's status from your account.
If an issue arises, contact support so we can review the case in accordance with the terms of service.
What types of transfers do you offer?
- Transfers to USD cards: Clásica, MLC and Bandec Tropical.
- USD cash delivery in Havana.
- USD cash delivery in provinces.
Do you only deliver money in USD?
Yes. We deliver in USD, in cash or onto a card. If you have a question about a specific delivery, open a case via Telegram, email or the contact form.
Why do I receive USD if I pay in euros?
The EUR/USD exchange rate in Cuba works differently from other markets, due to cash availability and local supply-and-demand dynamics.
Right now, cash USD is a key reference in the island's economy, which is why many transactions are settled in that currency.
Can I cancel a transfer?
If your transfer hasn't been processed yet, you can request a cancellation by contacting support. Once delivered, it can't be reversed.