Frequently Asked Questions
We work with the most important
banks and companies
remittance companies in the world
We help you to make your remittances
Money Exchange employs robust security protocols to protect money transfers to cell phones, called Wallet transactions.
In addition, notifications about the transfer are sent to the sender via SMS communication once the payment has been delivered to the destination. The recipient will also receive an SMS from the mobile operator to maintain transparency and ensure that both parties are informed.
Money Exchange can send money to cell phone numbers associated with your platform or with specific mobile payment services with which you have an agreement. However, it is important to verify the options available on the platform and ensure that the recipient is registered or has access to the service to receive the money.
Money Exchange shows the current exchange rate at the time of the transaction.
When making a transfer, the platform will display the applicable exchange rate to convert the amount of money from one currency to another before confirming the transaction, depending on the destination and correspondent selected.
In addition, the platform provides the exchange rate and associated fees before finalizing the transaction so that the sender is informed of the total costs.
To check the status of your transaction, log in to your Money Exchange account.
Look for the “Completed Shipments” section.
There you will find the current status of your transactions.
Payments are typically authenticated through various security methods, such as passwords, verification codes and two-factor authentication (2FA).
Money Exchange employs a combination of these measures to ensure the security of transactions for its customers.
Yes, they can be cancelled before final processing (payment on the platform on the different options available), but once the transaction has been carried out and sent to destination, it can only be cancelled by the final correspondent. It is recommended that you contact Money Exchange customer service directly for specific assistance if you need to cancel an order or transaction.
Money Exchange employs the highest level of security measures to protect money transfers. These include data encryption, monitoring of suspicious transactions and compliance with financial security standards, EDB controls and EU regulations.
You can check the status of the transfer by logging into your account.
The platform will show you the status of the transaction; if it is available for collection, it will be reflected as “Available”.
You can also contact the Money Exchange customer service switchboard to receive this information from Monday to Friday 09 A 21 HR. / Saturday 09 to 14 HR. Teff. 91 761 71 70.
By email [email protected] or through our WhatsApp service 601 27 04 96.
1.-To make an online payment through Money Exchange, log in to your account.
Select the “Send Money” option.
Choose your preferred payment method (debit card, credit card, bank account, bizum, etc.).
Complete the required information about the recipient and the amount to be paid.
Confirm the transaction and follow the prompts to complete the payment.
2.-To make a payment in person at any of our offices in the national network you can:
a.- Pay in cash.
b.- Pay by credit card or debit card.
The recipient will receive a notification via the final mobile platform or mobile application as soon as the funds are available in their mobile wallet.
This notification will be via SMS from the mobile operator.
Enhanced Customer Authentication is a security requirement established by the European Payment Services Directive (PSD2) that requires additional authentication to ensure secure online transactions. SCA requires at least two forms of authentication from among three categories: knowledge (password), possession (device) and inherence (biometrics).
It is a service that allows users to send money directly to a bank account. Instead of delivering cash to a physical location, the money is transferred electronically from the sender’s account to the recipient’s bank account.
Contact Money Exchange customer service to report the return you wish to make. Call center hours Monday to Friday 09 A 21 HR. / Saturday 09 to 14 HR. Teff. 91 761 71 70 /
Also through our WhatsApp service 601 27 04 96.
Provide the details of the transaction requiring return and follow the instructions provided by the support team to complete the return process.
Visit the Money Exchange website or download the mobile application, as applicable: www.moneyexchange.es.
a.-From a browser with Internet connection, access the Web page.
b.-Look for the option “Log in” and then “Register in Money”.
c.-Complete the form following the indications.
d.- Once verified by our system that the registration has been done correctly, you will receive a confirmation email in your email.
e.- Your registration has been effective, you are already a Money Exchange customer.
a.-Authentication problems: If the payment authentication is not performed correctly or if the information provided for the payment does not meet the security requirements, the payment may be rejected.
b.-Account Limits: if the sender’s account does not have sufficient funds or if any limit set by Money Exchange or the card issuing bank is exceeded, the payment may be declined.
At this moment we only operate through our website or through our mobile application.
The time it takes for a return depends on several factors, such as the cause of the return, the internal policies of the banks or payment providers involved. Generally speaking, returns can take from 24-72 hours to several days in some cases, depending on the complexity of the situation. Some returns can be processed quickly, while others may require more time to be researched and completed.
After completing the transaction, wait to receive a confirmation, which will arrive in the form of an SMS notification in the mobile application.
Review the transaction status in your Money Exchange account transaction history. If the transaction has been approved, it should be reflected with a positive status.
If you have questions or concerns, you can contact Money Exchange customer service for additional information on the status of your transaction.
a.-Money Exchange may cancel a transaction if there are security concerns or if suspicious activity is detected in the sender’s or recipient’s account.
b.-If the information provided does not match the verification requirements or if there are discrepancies in the transaction details, it could result in the cancellation of the transaction.
c.-Sometimes, technical or processing problems may lead to the cancellation of a transaction, such as system errors or temporary platform failures.
Money Exchange does not allow more than €3,000 per customer per calendar quarter, unless the customer provides additional documentation of the lawful origin of the funds.
Access your account on the Money Exchange platform.
a.-Select the “Send Money” option.
b.-Select the destination country and choose the bank account transfer option.
c.-Enter the recipient’s details, including the name of the beneficiary, the account number and the SWIFT/BIC code if it is an international transfer.
d.-Specify the amount to send and the currency.
e.-Confirm the transaction and follow the instructions to finalize the process of sending money to the bank account.
We offer you secure and encrypted payment systems, with a wide variety of options adapted to your needs. We make it easy for you to pay your money transfers without worries: Bizum system, bank transfer or card payment. Choose the option that is most convenient and easy for you to pay for your shipment.
When transferring money within the European Union, you are protected by EU legislation that guarantees certain rights.
Common rights include transparency in charges and exchange rates, clear information about the services offered, protection against fraud and errors in transactions, the right to cancel the transfer before it is completed, and in many cases, the right to a refund if the transfer is not carried out correctly as agreed.
If in doubt, you can consult Money Exchange customer service for detailed information about your rights when making transfers within the EU.
The process to send money to a cell phone involves logging into your account on the Money Exchange platform and selecting the specific option to send money to a phone number, usually called the “Wallet service”.
Enter the recipient’s phone number and follow the instructions to complete the transaction.
Free online registration. Fill in the information provided in this link, complete the verification requested by the system and you will be able to start sending money and exchanging currencies immediately.
A secure password requires a combination of upper and lower case letters, numbers and special characters. It is recommended to avoid personal information. It is also crucial not to reuse passwords between different services and to change them periodically to maintain the security of your account.
To make a payment with your card in Money Exchange, follow these steps:
a.-Log in to your account on the online platform.
b.-Select the “Send Money” option.
c.-Fill in the recipient’s details and the amount to be sent.
d.-In payment mode, choose the card payment option.
Fill in your card information (number, expiration date, security code, etc.).
Confirm the transaction and follow the instructions to finalize the payment.
If the information provided does not match or cannot be verified, authentication may fail or the account may be blocked by security measures.
For more information about your situation you can: contact the Money Exchange customer service switchboard to receive this information from Monday to Friday 09 A 21 HR. / Saturday 09 to 14 HR. Teff. 91 761 71 70.
By email [email protected] or through our WhatsApp service 601 27 04 96.
Normally, an up-to-date web browser with an internet connection is required. It is recommended that the most common browsers (Chrome, Firefox, etc.) be used and that minimum supported versions be specified.
As for the limits for paying by credit or debit card, these limits may vary depending on the policy of your card issuing bank, as well as the specific policies of Money Exchange. Some banks set daily or monthly limits for card transactions.
Money Exchange, like other financial platforms, is responsible for verifying the identity of users and complying with anti-money laundering and anti-terrorist financing regulations. Therefore, it may require a significant amount of information to comply with these regulations.
The comprehensive collection of information can also help protect users on the platform against fraudulent activity. By requesting additional documentation, they seek to ensure the authenticity of transactions and the security of accounts.
Money Exchange does not charge any commission for credit card payments to the customer. However, credit card charges, such as processing fees, may apply depending on the policies of your card issuing bank. It is advisable to verify the details of fees and commissions when making a specific transaction directly with your bank.
No, remittance policies require that the beneficiary of the money be identified with documentation that matches the information provided when making the transaction. This is to ensure security and prevent fraud.
The requirement for supplementary documentation may be due to internal identity verification policies, legal regulations or to comply with money laundering prevention standards. This documentation may include additional identity verification, proof of address or any additional information that will help confirm the authenticity of the transaction and the security of the parties involved.
It is also applicable for higher or cumulative transfers in excess of 3,000€ per calendar quarter in online mode and 2,499€ in face-to-face mode.
Generally, anyone can use Money Exchange services, as long as they comply with the document verification and authentication requirements necessary to process the transactions.
The exchange rate at which the recipients are paid is determined by the time the transaction is made in the currency chosen by the sender for collection at destination. Money Exchange uses the current exchange rate at the time of the transfer to convert the currency at the exchange rate in effect at that time.
There are two options: a) via our email [email protected] b) by means of the web questionnaire
Money Exchange applies the exchange rate in effect at the time of the transaction. This means that it uses the updated exchange rate to convert the source currency to the target currency. The exchange rate varies daily according to the financial markets.
Yes, it is the most convenient, since it is the fastest channel to contact you from Money Exchange, in case of an incident, consultation, etc.
The status of a transaction indicates at what stage it is in the process of sending or receiving money. It can show whether the transaction is pending, in process, completed, cancelled or ready to be picked up or deposited, depending on the stage it is in.
Sending limits are set by Money Exchange to comply with regulations set by the regulatory body BDE, as well as money laundering prevention and financial security. Exceeding these limits may not be possible without additional approval or verification. For these cases, the OCI department will request extensive documentation for their correct study and possible viability.
Money Exchange agencies offer services for sending and receiving cash, bank transfers, currency exchange and other financial service options related to remittances and international payments, such as domestic and international top-ups.
The time it takes to send money online can vary depending on several factors, such as the payment method, the location of the sender and recipient, as well as specific Money Exchange policies. Transfers can usually be completed in a matter of minutes, depending on the speed of processing and the delivery option chosen for shipment to the destination.
If the sender provides an incorrect cell phone number for the recipient, there could be difficulties in notifying the recipient about the transfer. In such cases, Money Exchange may attempt to contact the sender to correct the information or seek alternative solutions to complete the transfer safely and accurately. It is advisable to carefully verify the information provided before making the transaction to avoid this type of inconvenience.
Yes, in many cases it is possible to send money to a company through Money Exchange services. However, it is important to verify the specific restrictions or requirements for wire transfers according to the country and correspondent chosen for this procedure, since not all destinations and payers support this specific type of payment.
They will usually need the recipient’s bank details, which include the beneficiary’s full name, bank account number, the bank’s SWIFT/BIC code (for international transfers) and the bank’s name and address.
With Money Exchange you have no limit to make transfers during the month, what you do have is a quarterly transfer limit of 3.000€.
After making the transfer, check your transaction history on the Money Exchange platform.
Look for the recent transaction record to confirm that it has been sent successfully, please note that it may take some time before the money reaches the recipient due to bank processing times and time zone differences.
No, the current legislation does not allow any type of transfer or transaction with an expired document.
A mobile wallet is a type of service that allows users to store, send and receive money using their mobile devices. It works as a kind of digital wallet where funds can be loaded and then used to make payments in stores, transfer money to other users or pay for services. Mobile wallets can be associated with a bank account or operate independently,
For the Money Exchange mobile app, the minimum requirements may vary depending on the operating system (iOS, Android) and the version of the app. Generally, you will need an up-to-date device with sufficient storage space and an operating system version compatible with the application.
The most common way to contact the Customer Service team is through the communication channels provided by Money Exchange, such as their customer service telephone number (91 151 03 65) or their support email address (info @moneyexchange.fr)
We also offer telephone (91 151 03 65) and support through our website
(log in with your username and password, section “incidents”).
Money Exchange may temporarily block an account if it detects unusual activity, such as access attempts from unusual locations or financial transactions that appear suspicious.
In situations such as these, it is essential to contact Money Exchange customer service directly for specific assistance. They can provide details on the exact cause of the failed authentication or account lockout and provide guidance on the steps to take to resolve the issue and unlock the account, if possible.
Yes, the Money Exchange account is the same for the application and the web version. The login credentials (username and password) are the same for both, allowing you to access and transact from any platform with a unified account.
Money Exchange offers multiple advantages, such as competitive exchange rates, low and transparent fees, multiple delivery options (bank transfer, cash withdrawal, mobile wallet delivery), convenience through online platforms or mobile applications, transaction security and customer service to resolve questions or problems.
As well as more than 100 destinations to choose from a wide variety of correspondents, offering one of the best international remittance coverage in the market.
Latin America, Europe, Asia, Africa, we cover more than 180 countries worldwide. With a few clicks you can send your money to the nearest payout point, bank account, or mobile wallet. We work with the main remittance companies worldwide, providing you with the best quality and service for the delivery of your shipments.
