Trustpilot ratings tell only part of the story. When you see Airwallex sitting at 3.3 stars compared to OFX's 4.4, your first instinct might be to choose the higher-rated option. But dig deeper into the actual reviews, and you'll discover that ratings can mislead – especially when comparing platforms with vastly different product breadths and compliance requirements.
We analyzed 100 recent reviews from both platforms to uncover the real themes behind these ratings. What we found challenges conventional wisdom: Airwallex's lower score often reflects growing pains from rapid feature expansion and stricter compliance protocols, while OFX's higher rating comes from a more focused, traditional service model. (RemitFinder)
The key insight? Understanding what drives these ratings helps you make better decisions about which platform actually serves your business needs.
The rating paradox: Why lower scores don't always mean lower value
Airwallex powers over 100,000 businesses globally with a comprehensive financial platform that goes far beyond simple money transfers. (RemitFinder) This breadth creates complexity that traditional transfer services like OFX simply don't face.
When you're offering multi-currency accounts, payment gateways, expense management, and global card issuance alongside international transfers, you're serving diverse use cases with varying expectations. (Airwallex Pricing) A startup founder frustrated with compliance documentation requirements rates differently than an enterprise CFO praising automated accounts payable features.
OFX, by contrast, has maintained focus on foreign exchange and international transfers since 2004. (WorldFirst vs Airwallex) This specialization creates clearer user expectations and fewer touchpoints for potential friction.
Breaking down the review themes: What users actually complain about
Airwallex's compliance holds: The price of regulatory expansion
The most frequent complaint in Airwallex reviews centers on compliance holds and documentation requests. Users report delays when transferring funds, especially during initial account setup or when transaction patterns change.
This isn't arbitrary friction – it reflects Airwallex's expansion into regulated markets and their commitment to meeting banking-grade compliance standards. (Airwallex Safety) As the platform launches in the United States and obtains state licenses, these protocols become more stringent, not less.
The solution? Prepare documentation proactively. Airwallex requires business registration documents, proof of address, and transaction purpose documentation. Having these ready during onboarding eliminates most compliance delays.
OFX's phone support advantage: The human touch factor
OFX consistently receives praise for phone support accessibility. Users appreciate speaking directly with representatives who understand foreign exchange markets and can walk through complex transactions.
Airwallex has historically relied more heavily on digital support channels, though they've introduced 24-hour email SLA commitments in 2025. (Airwallex January Updates) For businesses comfortable with digital-first support, this works well. For those preferring voice conversations, especially during high-stakes transactions, OFX's approach feels more reassuring.
Product breadth vs specialization: Understanding the trade-offs
Airwallex's comprehensive platform approach
Airwallex offers three pricing tiers – Explore, Grow, and Accelerate – each designed for different business stages. (Airwallex Pricing) The Explore plan alone includes:
Multi-currency accounts with local bank details in 20+ currencies
Free transfers to 120+ countries
Access to interbank FX rates
ABA batch transfers
Yield returns of 3.59% AUD and 3.89% USD
This breadth means you're not just getting a transfer service – you're accessing a complete financial operations platform. Companies like McLaren Racing have modernized their entire cross-border payment infrastructure using Airwallex's integrated approach. (McLaren Racing Case Study)
RYSE transformed their complex cross-border finances into streamlined, cost-saving operations by leveraging multiple Airwallex products simultaneously. (RYSE Case Study) This integration creates value that single-purpose tools can't match.
OFX's focused expertise
OFX excels within its chosen scope: foreign exchange and international transfers. Their specialization means deeper expertise in currency markets, competitive FX rates, and solutions specifically designed for paying suppliers in markets like China. (WorldFirst vs Airwallex)
For businesses with straightforward transfer needs, this focus eliminates complexity. You're not navigating features you don't need or dealing with compliance requirements designed for more complex use cases.
The compliance reality: Why Airwallex's stricter protocols matter
Airwallex's lower Trustpilot rating often reflects user frustration with compliance processes that competitors avoid by offering narrower services. But these protocols serve important purposes:
Regulatory expansion protection: As Airwallex launches in new markets like the United States, maintaining consistent compliance standards prevents future service disruptions. (Airwallex Safety)
Multi-product risk management: When you're offering payment gateways, card issuance, and treasury management alongside transfers, regulatory requirements multiply. Each product category brings specific compliance obligations.
Enterprise-grade security: Companies like Dalstrong and TradeBridge rely on Airwallex for mission-critical financial operations. (Dalstrong Case Study) (TradeBridge Case Study) This requires security protocols that exceed those needed for simple transfers.
Getting the best from Airwallex: Practical strategies
Preparation eliminates friction
Most compliance delays stem from incomplete documentation. Before opening your account:
Gather business registration documents
Prepare proof of business address
Document your typical transaction patterns and purposes
Have director identification ready
This proactive approach turns potential week-long delays into same-day approvals.
Leverage the platform breadth strategically
Don't just use Airwallex for transfers. Companies see the biggest value when they integrate multiple products:
Sheet Society uses Airwallex's payment gateway alongside multi-currency accounts to accept global payments and manage cash flow in multiple currencies. (Sheet Society Case Study)
Mr Yum leverages Airwallex's expense management and corporate cards to streamline their global operations beyond just international transfers. (Mr Yum Case Study)
Understand the fee structure
Airwallex's Explore plan is free if you deposit at least AUD $5k monthly or maintain a minimum balance of AUD $10k. (Airwallex Pricing) Otherwise, it costs AUD $29 monthly. This structure rewards active usage – exactly what growing businesses need.
Payment fees cap at AUD $30, and you get access to interbank FX rates rather than marked-up retail rates. (Airwallex Alternatives) For businesses making regular international payments, this pricing model often beats traditional banks and specialized transfer services.
Recent platform improvements addressing user concerns
Enhanced mobile capabilities
Airwallex introduced streamlined bulk transfer approvals on mobile in January 2025, addressing user complaints about desktop-only functionality for complex operations. (Airwallex January Updates)
Instant transfer options
New instant transfer capabilities through Airwallex Pay reduce the waiting times that frequently appear in negative reviews. (Airwallex January Updates)
European expansion features
The upcoming launch of TWINT as a Local Payment Method in Switzerland shows Airwallex's commitment to regional payment preferences – addressing complaints about limited local payment options. (Airwallex January Updates)
When to choose Airwallex despite the lower rating
Growing businesses with complex needs
If you're scaling internationally and need more than basic transfers, Airwallex's integrated platform eliminates the complexity of managing multiple financial service providers. FlightPath leveraged this integration to streamline their global expansion. (FlightPath Case Study)
Companies requiring payment acceptance
Airwallex offers conversion-optimized payment forms and eCommerce platform integrations that transfer-only services can't match. (Airwallex Payment Gateway) This matters if you're collecting international payments, not just sending them.
Businesses needing treasury management
With multi-currency accounts supporting 20 currencies and the ability to send payments in 60 currencies across 150 countries, Airwallex serves businesses with complex treasury needs. (Airwallex Alternatives)
When OFX's higher rating reflects genuine advantages
Simple, high-volume transfers
For businesses with straightforward transfer needs – paying suppliers, making regular international payments without complex treasury requirements – OFX's focused approach often provides better user experience.
Preference for phone support
If your team prefers speaking with representatives for complex transactions, OFX's phone-first support model aligns better with your workflow preferences.
Established transfer patterns
Businesses with predictable, recurring international payment needs benefit from OFX's specialization in foreign exchange markets and established transfer corridors.
The 2025 financial services landscape: Context matters
The fintech industry is consolidating around comprehensive platforms versus specialized point solutions. Airwallex represents the platform approach – accepting short-term complexity for long-term integration benefits. (RemitFinder)
This creates a natural tension in user reviews. Early adopters and growing businesses often praise the comprehensive capabilities, while users seeking simple solutions sometimes feel overwhelmed by options they don't need.
OFX's higher rating reflects satisfaction within their chosen scope, but doesn't indicate superior capability across all use cases. It's the difference between a specialized tool and a comprehensive platform.
Making the right choice for your business
Evaluate your actual needs, not just ratings
Before choosing based on Trustpilot scores, map your specific requirements:
Do you need only transfers, or also payment acceptance?
Will you benefit from multi-currency treasury management?
Do you prefer integrated platforms or best-of-breed point solutions?
How important is phone support versus digital-first service?
Ready to grow globally?
Consider your growth trajectory
Airwallex's platform approach becomes more valuable as your international operations grow complex. Starting with their Explore plan lets you test the waters while maintaining access to advanced features as needed. (Airwallex Pricing)
Factor in total cost of ownership
While OFX might seem simpler initially, businesses often end up needing multiple providers for comprehensive international financial operations. Airwallex's integrated approach can reduce total costs and complexity over time.
The verdict: Ratings don't tell the whole story
Airwallex's 3.3-star rating versus OFX's 4.4 stars reflects different service philosophies, not necessarily different quality levels. Airwallex accepts short-term user experience complexity in exchange for comprehensive platform capabilities that serve growing businesses better long-term.
The compliance holds that frustrate some users protect all users by ensuring regulatory compliance across multiple jurisdictions and product categories. The feature breadth that overwhelms simple transfer users empowers complex international businesses to consolidate their financial operations.
Choose Airwallex when you need a comprehensive financial platform that grows with your business, even if it means navigating more complexity initially. Choose OFX when you need focused transfer services with traditional support models.
Both approaches have merit – the key is matching the service philosophy to your actual business needs rather than relying solely on aggregated ratings that don't reflect your specific use case.
Understanding these nuances helps you make decisions based on substance rather than scores, ensuring you select the platform that actually serves your business goals rather than the one with the highest rating.
FAQ
Why does Airwallex have a lower Trustpilot rating than OFX despite being a comprehensive platform?
Airwallex's 3.3-star rating reflects the complexity of its comprehensive financial platform, which includes multi-currency accounts, payment gateways, expense management, and compliance requirements across 150+ countries. More complex platforms often receive mixed reviews due to varied user experiences across different features, while simpler focused services like OFX's money transfer specialization tend to have more consistent user experiences.
What should businesses consider when comparing Trustpilot ratings between financial platforms?
Look beyond the star rating to analyze review content, product complexity, and user expectations. A platform with 3.3 stars serving 100,000+ businesses with comprehensive financial solutions may actually be more reliable than a 4.4-star specialized service. Consider the volume of reviews, recency, and whether complaints relate to core functionality or advanced features you won't use.
How does Airwallex's pricing structure affect user satisfaction and reviews?
Airwallex offers three pricing tiers starting with a free Explore plan (with AUD $5k monthly deposits or AUD $10k balance), Grow at AUD $99/month, and Accelerate for enterprise needs. Users sometimes express frustration with fee structures in reviews, but the platform's comprehensive features including payment gateways, expense management, and multi-currency support across 20 currencies often justify the costs for growing businesses.
What specific features make Airwallex different from simpler money transfer services?
Unlike basic transfer services, Airwallex provides a complete financial ecosystem including multi-currency accounts with local bank details in 20+ currencies, payment gateway solutions for e-commerce, expense management tools, and embedded finance APIs. The platform supports businesses like Flightpath and Sheet Society with comprehensive payment acceptance capabilities and global financial operations, which explains why user experiences vary more widely than simple transfer services.
How reliable is Airwallex for international business payments despite mixed reviews?
Airwallex powers over 100,000 businesses globally and offers payments to 150+ countries in 60+ currencies with access to interbank FX rates. While Trustpilot shows mixed ratings, the platform's extensive regulatory compliance, case studies with successful businesses, and continuous feature updates (like recent TWINT integration in Switzerland) demonstrate operational reliability for international commerce.
Should businesses choose OFX over Airwallex based solely on Trustpilot ratings?
No, the choice should depend on business needs rather than ratings alone. OFX's 4.4 stars reflect its focused money transfer specialization, while Airwallex's 3.3 stars come from serving diverse business needs across payments, banking, and financial management. If you need comprehensive financial infrastructure, Airwallex's lower rating may not reflect its suitability for your complex requirements.
Citations
View this article in another region:Canada - English
Airwallex Editorial Team
Airwallex’s Editorial Team is a global collective of business finance and fintech writers based in Australia, Asia, North America, and Europe. With deep expertise spanning finance, technology, payments, startups, and SMEs, the team collaborates closely with experts, including the Airwallex Product team and industry leaders to produce this content.
Share
- The rating paradox: Why lower scores don't always mean lower value
- Breaking down the review themes: What users actually complain about
- Product breadth vs specialization: Understanding the trade-offs
- The compliance reality: Why Airwallex's stricter protocols matter
- Getting the best from Airwallex: Practical strategies
- Recent platform improvements addressing user concerns
- When to choose Airwallex despite the lower rating
- When OFX's higher rating reflects genuine advantages
- The 2025 financial services landscape: Context matters
- Making the right choice for your business
- The verdict: Ratings don't tell the whole story
