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Customer Service, Monday to Friday!
Contact us by phone, email, chat or via our social networks, whichever you like!
Monday – Friday: 09h00 – 18h00
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F.A.Q.
SEND MONEY
Without leaving home! Register free on our website or download our app, follow 3 simple steps and your money will reach its destination in a matter of minutes.
It may not be possible to process a transfer in the following cases:
1.My transfer is being reviewed
Your security is our priority. If we detect suspicious activity, your money transfer may be reviewed so that we can ensure that it was indeed you who made it. Occasionally we are asked to collect additional information in order to comply with legal requirements in Europe or the rest of the world. This may cause a delay in processing your transfer, but it is essential for your protection and for compliance with the law.
2. My transfer has been rejected
Your transfer might be rejected for the following reasons:
- Your application contains incomplete or incorrect information, either of the beneficiary or the sender
- We detect suspicious activity and are unable to confirm whether it was you who made the transfer
- The transfer does not comply with Moneytrans policies
- A problem arises with legal compliance in Europe or another country
We offer several options for collecting money, depending on the destination country: in cash.
Explore the options your beneficiary can use to receive the money.
Use our online calculator and find out which options are available in your destination country.
At Moneytrans we rely on a widespread network of agencies and our own offices. Find your nearest office and put your money transfer in good hands!
Some countries may impose minimum and maximum limits on the amounts of money that can be sent with our service. In general, as long as you can prove the source of the money, there’s no limit.
The beneficiary needs an URN CODE supplied by the sender and a valid identity document, which must be presented at the collection point. The name on the ID document must match the name on the transfer.
SECURITY
Moneytrans is an officially regulated financial institution in Portugal, Belgium, Spain and dozens more countries in Europe. We have 20 years’ experience in the remittances sector, with 10 million satisfied customers and 50,1 million transfers carried out in more than 140 countries.
You only need to read the views of our users to know that we are a trustworthy company backed by central banks and using state-of-the-art technology to guarantee you confidentiality and secure payments.
Here are 5 things you should know to send money securely!
With our online money transfer service, the payment is processed instantly using 3D Secure technology that guarantees your transfers will be worry-free. What’s more, you’ll receive confirmation of the payment by email or SMS.
Additional verification measures increase security and compliance with the law on payments. Moneytrans also encourages users to protect their accounts better, create secure passwords and identify phishing emails and texts.
Moreover, when it comes to money, issues may arise, and confidence in your choice of a provider for your currency exchanges is an important aspect.
At Moneytrans we employ a team of professionals to take care of our customers and resolve any issues or questions they may have. We offer the service by live chat, email, phone or fax, so that you can get in touch whichever way suits you best. And we’re open long hours for your peace of mind! So we’re always available.
PRICES
The first factor is the amount of money sent. Commission is calculated as a percentage of the amount transferred, and it varies according to the currency. To get an idea, check the Moneytrans calculator, which will show the actual price for your transfer. For example, Moneytrans charges a fixed commission for several destinations, more favourable than that offered by most exchange agencies and shops.
What’s more, we have a special zero-commission deal for new customers, so they can try our service free of charge.
The second factor is the exchange rate. With Moneytrans, the user will always receive the exchange rate shown on the online calculator, so you’ll know exactly how much money your beneficiary will receive. An instant and transparent system!
The exchange rate is set by the banks and partners who work with Moneytrans in our destination countries. Since Moneytrans has special agreements in more than 140 countries, your beneficiaries will receive a higher rate than in banks and most online money-transfer operators.
We should point out that, in addition to a lower fixed commission, the online service tends to offer a better exchange rate. In short, for online transfers the commission is usually lower, meaning more money reaches your loved ones.
Step 1. When you’re making a transfer on your Moneytrans account and you’ve entered the details and the amount to be sent, look for the “discount code” box.
Step 2. Enter the discount code provided by Moneytrans. Remember to type in with no spaces before or after!
Now click “Add”.
Step 3.
That’s it! You will see the discount applied to the total amount due.
Now all you must do is click on “Send money”!
It’s best to plan ahead for your money transfers. Exchange rates are constantly shifting, and certain days are likely to be better than others for sending money at the most favourable rate. To help with this, and assure you of the best price for your remittances, the Moneytrans online transfer service features a calculator so you can check the cost of your transfer and choose the right time to send it.
CHANGES AND CANCELLATIONS
If your order has already been sent, you can only change it by calling the customer services team. If your beneficiary has already received the money or the order has been paid for, we are unable to change or cancel the transaction. If you have more questions, please contact customer services on 02 227 18 20 .
Refunds are possible on cash collection money transfers as long as the money has not yet been paid at the destination.
For money transfers made online, the customer should request a refund from the online application or via email. Moneytrans receives the information, the refund is requested from the partner and, once this is confirmed, will be cancelled in the system and a refund will be requested on the card the customer has used for payment.
For payment to mobile phones, a refund may be requested as long as the beneficiary has not used the money.
