The recipient has a problem picking up the funds

If your recipient is having difficulty picking up the funds from a cash pickup location, please follow these steps:

Check SMS Instructions:

Ask your recipient to double-check their SMS history. All cash pickup instructions are sent to the recipient by the local provider once the funds are ready for pickup.

Provide Transaction Receipt:

If the SMS was not received or the agent is still having trouble locating the funds, go to your transaction history, download the transaction receipt, and forward it to the recipient. The pickup reference number on the receipt can help the pickup location trace the funds.

Contact Customer Support:

If there are still issues, please contact us by phone, chat, or email. Alternatively, you can create an escalation labeled "Pick Up Location Refusing the Transactions." We will escalate the issue to our overseas partner, who will directly contact the recipient to assist.

We are committed to resolving any issues as quickly as possible to ensure your recipient can access their funds without further delay.