EN - Frequently asked questions and support

Frequently asked questions

You can send cash transfers via our partner branches, on-line on this site.

Please come to the agent office:

  • Provide the operator with your ID card or passport
  • Tell the operator the name of the receiver (beneficiary) and his country
  • Please note, that you could be asked for information of source of your funds, purpose of payment and relationship with beneficiary.

Then operator will do the payment order for you.

It is important to enter the receiver's name exactly as it appears on their government-issued ID. You may be able to make slight changes to the receiver’s name. Full name changes are currently not permitted.

You will need to go back to the Agent office: the same day you sent the money. Otherwise, please contact us.

Depending on the delivery and payment methods you choose, money can be picked up in minutes* or within a few working days.

    • If the transfer is in cash – instantly
    • If the transfer comes to the card - from 1 minute to 2 days *

* Do not worry, practice translations come quickly.

Our cash money transfers are mainly sent in EUR, USD and GBP, but you can pay your transfer in local currency at a current rate which you will be announced by the operator in the office or use the on-line calculator on our website.

You may refund a money transfer if it hasn’t been payout up or deposited (for non-cash operations). In person - return to the Agent office from which you sent your transfer.

Depending on the service you choose, your money transfer may be put on temporary hold based on certain transfer conditions, including: the amount sent, the destination, any pending payment authorizations, and regulatory and identification requirements.

If we need additional information, we’ll contact you by phone or e-mail or contact us..

In order to send money, you need to specify receiver first and last name and his mobile phone. At the Agent office you need to prove your identity with a valid ID (passport, or National ID, or residence permit, or permanent residence card). Any other identifying document (driving license, copy of insurance card). The copy must feature the document number, photograph (if available), full name, date of issue, date of expiry.

You should pass the following information to the receiver: Reference number and if the receipt of the transfer will be in the locations of our Partner - system name (PrivatMoney or Contact etc.)

If you want to receive your transfer at one of our Agent offices, you need to provide Reference number and prove your identity by showing your ID document to the operator. The operator can ask you for example the name of the sender and the currency of the transfer.

There are no additional fees for receiving your transfer. Transfer commission is fully paid by a sender.