Frequently Asked Questions

You’ve got questions. We’ve got answers. Here are a few common questions we get.

Where can the cash be picked up when I choose Transfast Cash Pickup?

There are over 15,000 locations in the Philippines where you can send money. Your loved ones can pick up the cash at any of these Transfast locations: https://www.transfast.com/philippines/send-money/locations#

What currencies can I send through Transfast Cash Pickup?

Currently, only PHP is available. Other currencies will be added in the future, so stay tuned!

When using Transfast Cash Pickup, where can I check on the transfer status?

There is a new tab on the transaction history section of the app called “Transfer History”. You will be able to see as your cash pickup transfer status changes from “Pending” to “Available” to “Paid”.

If I send through Transfast Cash Pickup, what do I need as the sender?
  • Log on to the website at www.brightwellnavigator.com or use the mobile app
  • The name of the receiver as listed on their ID.
How quickly is the money available when I use Transfast Cash Pickup?

The funds are ready in as little as 10 minutes! Make sure to check the hours of location your family is choosing. Many locations are open 24 hours.

How much does it cost to send through Transfast Cash Pickup?

There is a low fee of $7 to send up to $3,499. Transfast gives great exchange rates, too.

If I send Transfast Cash Pickup, what does the receiver need?
  • A current, valid, government-issued ID that matches the name you type into the form field.
  • They also need the Transfer PIN. The PIN is provided in the app after you have completed the transfer request.
What is Transfast Cash Pickup?

The same cash pickup that you know and love is now in the Brightwell mobile app! Transfast has a global network of cash pickup locations that are now in the palm of your hand.

How do I contact Cardholder Support?

You can submit a ticket to Cardholder Support through the Navigator website or mobile app under “Support”. Or, if you prefer to call, you can dial the number listed on the back of your card.

What if I need to dispute a transaction?

If there is a transaction that you don’t recognize or cannot resolve with a merchant, please submit a support ticket online providing the details of your problem, including the date, transaction description and amount for the dispute process to be handled properly. If our investigation finds that an error occurred, your account will be refunded accordingly.

What if I forgot my password?

You can reset your password on your own with a few security details.

  • Go to Brightwell Navigator in the app or on the web
  • Type in your username
  • Tap “forgot password”
  • Answer your security question, PIN and email address to verify your identity
  • Choose a new password
What if I forgot my username?

We can help, all you need is your email address on file.

  • Go to Brightwell Navigator in the app or on the web
  • Tap “forgot username”
  • Type in your email
  • You will be sent your username to the email address on file
I have additional questions about my card.

For cardholder support, please call the number on the back of your card. If you have misplaced your card, please contact your on ship contact. Cardholders can submit a support ticket here.

Brightwell Navigator Support

Login and open an online support ticket at www.brightwellnavigator.com, call the number on the back of your Card or call 404.937.5700 for automated support.

I don’t see the answer to my question here. How else can I get help?

We can help. Simply open a support ticket using one of the methods below. Our team will be in touch as soon as possible.

From the App

  • Login to the mobile app
  • Tap on “Settings”
  • Tap on “Help”
  • Fill in all fields
  • Refer to Crew ID for information needed  
  • Tap “Submit”

From the Web  

  • Go to www.brightwellnavigator.com
  • Login to your account
  • Click “Support” in top right corner
  • Personal information should populate
  • Complete support request details
  • Click “Submit”
I lost my card. Now what?

Contact our team as soon as possible. To report a lost or stolen card, contact support by submitting a support ticket or by calling +1 404-937-5700. Support will restrict the lost or stolen card and assist with replacing it. Once you notify support, your funds are no longer at risk.

How do I request a Companion Card?
  • Before you start, make sure you have access to your email, a copy of your companion’s valid, government issued photo ID or passport, and a stable internet connection.
  • Go to www.brightwellnavigator.com
  • Click OceanPay Card
  • Click Request a companion card
What is a Companion Card?

Brightwell users can opt to send a Companion Card home to a member of their families who can then use the cards to get cash and make purchases. It’s easy to send funds to the Companion Card, and a separate card balance is maintained for each, making managing your funds simple. All transfers can be quickly performed through the mobile app or online.

Do I need to make a transfer each payday?

No. Once you complete your one-time enrollment and select where your money goes, transfers are automatically made to your accounts each payday. With Brightwell Navigator, you have the flexibility to update your beneficiary bank accounts at any time through your secure online account.

What is Direct Pay? How do I set it up?

Direct Pay is the perfect solution for those looking to automate their recurring salary payments. To set up Direct Pay, simply:

  • Set up a bank account in Navigator OLA
  • Go to “Allocation” and click “Edit Allocation”
  • Select bank account(s)
  • Click “Confirm”
Can I use Brightwell to send money home?

Yes. You can send money to family, friends or to another bank account from virtually anywhere either online or through the mobile app. You can also use your card to send money to select agent locations for cash payout at participating Western Union and TransFast locations.

To transfer money to a bank account:

  • Log into the app
  • Tap the send icon
  • Select “Send to Bank Account”
  • Enter the amount you’d like to send and tap “See Exchange Rates”
  • Verify the rate and tap “Select”
  • Accept the terms and conditions
  • Verify final transaction information and tap “Transfer Now”

To transfer money to another card:

  • Log into the app
  • Tap the send icon
  • Select “Card to Card Transfer”
  • Enter the card digits requested, your PIN and transfer amount
  • Click “Transfer Now”
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Contact Support

1 (855) 858-1981
P.O. Box 724026
Atlanta, GA 31139