Sometimes, life events or personal situations can make managing money or using financial services more difficult — even if it’s only temporary. This can affect how easy it is to send money, understand information, or get support when something goes wrong.
At Taptap Send, we understand that difficult or challenging circumstances can happen to anyone, at any time. We want to make sure we support you in a way that feels fair, respectful, and helpful.
What types of situations can make things harder?
Difficult or challenging circumstances can look different for everyone. Some examples we see include (but are not limited to):
Financial difficulty, such as irregular income or unexpected expenses
Language or communication challenges, including when English isn’t your first language
Limited digital or financial experience, for example finding apps, payments, or fees hard to understand
Life events, such as moving country, changes in work, illness, family emergencies, or bereavement
Stress, anxiety, or emotional challenges, especially when sending money urgently to support loved ones
You don’t need to fit into a specific category. If something is making it harder for you to use Taptap Send or get the support you need, we encourage you to share this with us.
Why sharing your circumstances can help?
Telling us about your situation can help us support you in the right way. This might include:
- Taking extra time to explain things clearly
- Communicating with you in a way that works better for you
- Helping resolve issues as smoothly and quickly as possible
Sharing this information with us is completely optional, but it can help us give you better support when you need it most.
Will everything I share be kept confidential?
Yes. Anything you tell us about your circumstances will be treated as confidential. We will only use this information to:
- Understand your needs
- Provide appropriate customer support
- Make sure we treat you fairly
We won’t use it for marketing purposes, and we won’t share it outside Taptap Send unless we’re legally required to.
Are Taptap Send staff trained to support customers who need extra help?
Yes. Our customer support agents receive specific training to help customers who may be experiencing difficult or challenging circumstances. This means they are trained to:
- Listen carefully and respectfully
- Communicate clearly and patiently
- Provide support without judgement
Our goal is to treat you fairly and make sure you feel supported and understood.
How can I contact Taptap Send if I need extra support?
We do display specific and short guidance for you in our App on topics that may be relevant to your experience and any issues you may be facing, but we encourage you to contact us directly if you are experiencing difficult or challenging circumstances, however temporary these may be.
All the details to contact us are available in this article Contact us.
Please note we can only support existing customers when they contact us from the app.
You can always contact us directly through the app:
- Open the app
- Tap on your initials in the top-left corner to open the main menu
- Select "Support"
- Click on the contact option that works best for you
You can explain in your own words what’s going on and how it’s affecting you, there’s no special wording required.
Keep your account safe
How to keep your account safe:
🔒 We’ll never ask for your password or full card details: Not by phone, message, or email.
📩 If someone does, it’s a red flag. Don’t reply, report it to us right away at support@taptapsend.com.
📱 Scammers may try to reach out through phone calls, WhatsApp, Facebook, or other apps. Be mindful: Always use the official Taptap Send website – Contact Us, or get in touch with us via the Support section in the Taptap Send app.
If something feels off, even just a little, contact us through the channels above right away. We're here to support you, no matter what.