Frequently Asked Questions
Frequently Asked Questions
Country | Currency | PayOut Option | Info Receiver | Payment Time | Payment Info | Max amount allowed |
Albania |
EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Armenia |
USD/EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR/USD |
Bangladesh |
BDT | Bank deposit | Full Name, Phone number – Bank – Account n° | 48 hours | 2.500 EUR | |
Bangladesh |
BDT | Cash | Full Name, Phone number | 1 hour | Available only at office choose by the sender | 2.500 EUR |
Belgium |
EUR | Bank deposit | Full Name, Phone number, IBAN, ID n° receiver, Birthdate | 24 hours | 3.000 EUR | |
Belgium |
EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Brazil |
BRL | Bank deposit | Full Name, Phone number, CPF/CNPJ, Bank, Agency n°, Bank account | 24 hours | 3.000 EUR | |
Cameroon |
XAF | Cash | Full Name, Phone number | 1 hour | Available at any office | 1.950.000 XAF |
Chile |
CLP | Bank deposit | Full Name, Phone number, Bank Name – Account n° | 24 hours | 3.000 EUR | |
Chile |
CLP/USD | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Colombia |
COP | Bank deposit | Full Name, Phone number, Bank – Account n° – ID n° receiver | 48 hours | 2.500 EUR | |
Colombia |
COP | Cash | Full Name, Phone number | 1 hour | Available at any office | 2.500 EUR |
Congo, The Democratic R. |
USD | Bank deposit | Full Name, Phone number – Bank – Account n° | 48 hours | 3.000 EUR | |
Congo, The Democratic R. |
USD | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Dominican Republic |
USD/DOP | Bank deposit | Full Name, Phone number, Bank – Account n° – ID n° receiver | 48 hours | 2.500 EUR | |
Dominican Republic |
USD/DOP | Cash | Full Name, Phone number | 1 hour | Available at any office | 2.500 EUR |
Dominican Republic |
USD/DOP | Home delivery | Full Name, Phone number, Address | 24 hours | 2.500 EUR | |
Ecuador |
USD | Bank deposit | Full Name, Phone number, Bank – Account n° – ID n° receiver | 48 hours | 3.000 EUR | |
Ecuador |
USD | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
France |
EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 1.500 EUR |
Georgia |
USD/EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR/USD |
Ghana |
GHS | Cash | Full Name, Phone number | 1 hour | Available at any office – Modification is not allowed, please request cancellation of the transaction | 2.000 EUR |
Guatemala |
GTQ | Bank deposit | Full Name, Phone number, Bank Name, Account n°, beneficiary’s ID Number | 24 hours | 24.000 GTQ | |
Guatemala |
GTQ | Cash | Full Name, Phone number | 1 hour | Available at any office | 24.000 GTQ |
Italy |
EUR | Bank deposit | Full Name, Phone number, IBAN, ID n° receiver, Birthdate | 24 hours | 3.000 EUR | |
Italy |
EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Kenya |
KES | Bank deposit | Full Name, Phone number, Bank Name, Account n° | 24 hours | First Name, Middle Name, Last name! Important! | 270.000 KES |
Kenya |
KES | Cash | Full Name, Phone number | 1 hour | Available at any office | 270.000 KES |
Morocco |
MAD | Bank deposit | Full Name, Phone number – Bank – 24 digits Account n° | 48 hours | Only accounts in Dirhams are allowed | 3.000 EUR |
Morocco |
MAD | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Nepal |
NPR | Cash | Full Name, Phone number | 1 hour | Available at any office | 300.000 NPR |
Netherlands |
EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Netherlands |
EUR | Bank deposit | Full Name, Phone number, IBAN, ID n° receiver, Birthdate | 24 hours | 3.000 EUR | |
Nigeria |
NGN | Bank deposit | Full Name, Phone number, Bank Name, Account n° 10 digits, Beneficiary’s ID number | 1 hour | 500.000 NGN | |
Nigeria |
NGN | Cash | Full Name, Phone number | 1 hour | Available at any office | 500.000 NGN |
Pakistan |
PKR | Bank deposit | Full Name, Phone number, Bank – Account n° – Birthdate | 48 hours | 3.000 EUR | |
Pakistan |
PKR | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Peru |
USD | Bank deposit | Full Name, Phone number, Bank Name- Account n° | 24 hours | 3.000 USD | |
Peru |
PEN | Bank deposit | Full Name, Phone number, Bank Name – Account n° | 24 hours | 10.500 PEN | |
Peru |
EUR / USD / PEN | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Philippines |
PHP | Bank deposit | Full Name, Phone number, Bank – Account n° | 48 hours | 3.000 EUR | |
Philippines |
PHP | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Philippines |
PHP | Home delivery | Full Name, Phone number, Address | 24 hours | 3.000 EUR | |
Romania |
EUR | Cash | Full Name, Phone number, Birthdate | 1 hour | Available at any office | 3.000 EUR |
Rwanda |
RWF | Cash | Full Name, Phone number | 1 hour | Available at any office | 2.000.000 RWF |
Senegal |
XOF | Cash | Full Name, Phone number | 1 hour | Available at any office | 1.225.000 XOF |
South Africa |
ZAR | Cash | Full Name, Phone number | 1 hour | Available at any office | 60.000 ZAR |
Spain |
EUR | Bank deposit | Full Name, Phone number, IBAN, ID n° receiver, Birthdate | 24 hours | 3.000 EUR | |
Spain |
EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Tunisia |
TND | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR |
Turkey |
TRY/EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 8.100 TRY |
Ukraine |
USD/EUR | Cash | Full Name, Phone number | 1 hour | Available at any office | 3.000 EUR/USD |
Venezuela |
VEB | Bank deposit | Full Name, Phone number, beneficiary’s ID number, Bank Name, Bank account 20 digits | 48 hours | Modifications not authorized | 2.000.000 VEB |
Money transfers initiated via our online platform are most of the time available for collection immediately. Some operations can however require more time (up to 42-72 hours), depending on the country of destination of the funds, the pay out option selected (bank deposit, home delivery…), additional security clearances that may be applicable to release the funds locally, and/or time differences that may exist with the country of origination. The iMoneytrans website will inform you of the timings applicable to your transaction, once you have selected the country of destination and the form of payment to your beneficiary.
Also bear in mind that your transaction will not be validated as long as Moneytrans has not received your payment. Your transfer may thus be slightly delayed if you choose to pay your remittance by bank transfer, or in the event that your bank card is not authorized instantly on our website.
As soon as Moneytrans receives the confirmation of your payment, your beneficiary and yourself will be notified by e-mail and/or SMS that your transaction has been validated, and you will both receive a second notification once the funds are available abroad.
In order to ensure safe financial transactions and to protect the personal data of its customers, the iMoneytrans website uses a secured connection via the « Secure Socket Layer » (SSL) technology. This encryption technology guarantees that all communications between the iMoneytrans website and the device of the user (smartphone or computer) are adequately protected against external attempts to steal sensitive information.
We also partner with Ingenico Payment Services (formerly « Ogone »), the market leader for processing secure online payments, and we additionally rely on the “3D Secure technology” to ensure that only fully authenticated payments are processed via our website.
As a general rule, all companies with which we partner to execute your orders are contractually required to apply high-level security and data protection measures to the financial operations. We can thus assure you that it is safer to use our online platform and mobile application to send money abroad, than going to one of our physical offices, carrying cash with you!
A growing number of malevolent people on the Internet (cybercriminals) are resorting to various techniques to steal money from online customers. Their scams may take different forms, but most of the time rely on the promise to make you earn a large sum of money (e.g. the proceedings of a lottery or of a heritage) upon the payment of an initial investment or administrative fee. It may also happen that someone will ask you to pay for a service that will never be provided, for instance the repair of your computer or the delivery of goods by registered mail. The authors of such scams often request their victims to pay them via money transfer companies like Moneytrans. We deploy intense efforts to track and identify such scams and our employees are trained to address them. But the best way to defeat such scams is to refuse to send money to anyone whom you do not know personally, even if their story sounds very credible.
If you believe that you have been the victim of an online scam, report it immediately to your local police department. It is likely that they will have a unit specialized in fighting cyber criminality.
Moneytrans currently propose money transfer services to 15 countries of destination. More countries will be added very soon.
Pay out options available locally vary depending on the destination country and include: cash pickup at a physical location, home delivery, direct deposit on a bank account, payment on a mobile wallet or GSM/airtime top up.
The maximum amount that you can send abroad depends on the country you live in and the local applicable regulations. In the case of our online customers based in Belgium, the limit is of 3.000 EUR per month.
The maximum amount per transaction may also be capped by the regulations in force in the country of destination, as some countries apply restrictions to incoming money transfers. The amount you can send may furthermore depend on your method of payment as, for instance, payments made with a debit or credit card can be subject to maximum daily limits set out by your bank. To find out the maximum amount that you can send to a particular destination country, simply enter the amount you wish to send on the calculator available on the iMoneytrans website and you will be notified if you exceed the maximum authorized amount. If you wish to benefit from higher transaction limits, please contact our Customer Service Department by e-mail (onlinesupport@moneytrans.eu) or phone (+32 2 227 18 20) so we can provide you a customized offer.
We strive to guarantee to all our customers a safe use of our financial services. For the same purpose, and in line with the legal requirements, we ask you to provide us official identification documents, so we can ensure that you are adequately identified with us and that your identity has not been stolen on the online environment.
When you create your online account, you will have the possibility to upload your identification documents directly on our website. Our Compliance department may also contact you at any time to obtain additional documents, or in case previously obtained documents need to be updated.
As it is necessary to identify the parties to a financial operation, we require the full name, date of birth and address of residence of both the remitter and the beneficiary of the funds. But Moneytrans will never sell to third parties such private data collected about the users of our online services. In line with the regulations governing the protection of the privacy of clients of financial services, we will only communicate data of a private nature to third parties in order to execute your payment orders. Likewise, the contact information (phone number and e-mail address) that we collect about you and your beneficiaries will solely be used to inform you both when an online money transfer has been validated and when the funds have reached your beneficiary. If you wish to find out more about our Privacy Policy, kindly read our detailed document posted on the iMoneytrans website.
When you send funds onto a bank account abroad, we will ask you to provide us detailed information about the bank account of your beneficiary. It is thus essential that your beneficiary provides you their correct bank account details and that you communicate the same to us. To process a payment on a bank account abroad, we will require at the minimum the name of the bank where your beneficiary has the account and their bank account number. For certain countries, we will alternatively require:
The « IBAN » (International Bank Account Number). The IBAN consists of up to 34 characters and is a standard used in most countries to prevent errors or delays in cross border transactions, by containing complete information necessary to identify the country, the bank and the branch relating to any given account.
The « BIC » (Bank Identifier Code) also referred to as the « SWIFT” (Society for Worldwide Interbank Financial Telecommunication) respectively serves to identify a particular bank globally. It consists of 8 or 11 characters, and includes the detail relating to the bank branch (last 3 digits) when given in 11-digits format.
The beneficiaries of funds sent via the iMoneytrans website can benefit from up to 5 different options to be paid out locally. Depending on their availability in the country of destination, these options include:
Cash pick up (the transfer is available for collection at a local payout office)
Bank deposit (the funds are credited directly onto the bank account of the beneficiary)
Home delivery (the funds are delivered to the home address of the beneficiary).
Mobile Money (the funds are credited to a mobile wallet and can be used locally for payments made using a mobile phone)
Mobile Airtime (the funds are converted into GSM credit and are added to a mobile number account)
Just like you can chose between different payment options for your beneficiary abroad, Moneytrans offers you different ways to pay your transactions online, including by debit card (using the Bancontact/Mistercash or Maestro technology) or by credit card. Be advised, however, that only credit cards issued by Visa and MasterCard are accepted on our website. We also do not accept prepaid cards that have not been issued directly by Moneytrans (the EasyCard) and we require all debit and credit cards used on our website to be authenticated using the “3-D Secure” Technology, which requires a digipass provided by your banking institution.
The debit / credit card payment option is not available from the DRC
Important note: additional fees may apply to electronic payments made using certain credit cards. We thus recommend that you check first with your card issuer what charges may apply to your payments made online with your credit card.
You can also choose to pay your online transaction by bank transfer. This option may slightly delay the processing of your money transfer order, as we will only validate it once we have received your funds on our bank account, but it will make you benefit from reduced transaction fees, as the processing costs are lower.
The iMoneytrans website will display the instructions related to each payment method, once you reach the stage of paying your online transaction.
You can check at any time the status of your past and pending transactions by connecting to your online account and going to the section « My transactions”.
For any question relating to your account or to a pending transaction, you can also get in touch with our Customer Support Service via one of the communication means provided below. If your question relates to an online transaction, please ensure that you can provide us the unique reference number of your transaction. This “transaction code” is usually sent to you by e-mail or SMS.
Contact information of our Online Customer Support Service:
Phone: +32 2 227 18 20
Fax: +32 2 227 18 28
E-mail: onlinesupport@moneytrans.eu
You can request at any time, via our online website, the cancellation of a pending transaction, provided that it has not been paid out yet abroad. Upon the receipt of your cancellation request, we will promptly process it and confirm the cancellation of your order by updating its status on the iMoneytrans website.
You can request at any time, via our online website, to change the beneficiary of a pending transaction, provided that the transaction has not been paid out yet abroad. Upon receipt of the data relating to your new beneficiary, we will promptly process your request and confirm the change to you by e-mail.
The EasyCard Prepaid Mastercard is a reloadable prepaid payment card that you can use to purchase goods and services online or to make ATM withdrawal in Belgium and abroad* (*depending on the type of card).
We offer 3 types of cards: The Anonymous, Premium and VIP card, each with different restrictions in terms of their spending and cash withdrawal limits.
- Improved convenience – the EasyCard can be used to withdraw cash at ATMs and make payments online, on a smartphone and in over 34 million stores, restaurants, bars and hotels worldwide which display the Mastercard Acceptance Mark.
- Improved security – no need to carry large amounts of cash with you; the EasyCard is not linked to your bank account, and hence reduces the risk of fraud related to online payments.
- Better control over your budget: load money on your card only when you need it.
You can purchase a prepaid card online (which we will then send you by post), or by visiting one of our Moneytrans offices or participating stores.
Find the nearest store on: www.moneytrans.eu/be
The PIN, or Personal Identification Number, is a unique code of four numbers assigned to the card and known only by you.
It allows you to authorize your payments at all pinned point-of-sale purchases and to withdraw cash at ATMs worldwide displaying the MasterCard Acceptancy Mark.
To receive your PIN, send the message “PIN” followed by a space and the last 8 digits of your EasyCard by SMS to the following mobile number: 0479 245 250 (+32 479 245 250)
Example: PIN 12345678
Then memorize this PIN number and do not share with anyone. You will be solely responsible in case your card and PIN number are stolen together and used fraudulently.
IMPORTANT NOTE: Please note that the mobile phone number used to activate your card and receive your PIN will then be associated with your EasyCard Prepaid Mastercard Account.
The use of SMS for managing your card will be possible only from this phone number.
You can use cash to load funds on your card, at a Moneytrans location or authorized agent.
You can also buy in cash an e-Voucher to load your card, at any authorized point of sale. Find the nearest store on www.moneytrans.eu/be
You can also chose to use a debit card, a credit card or a bank transfer to load your Easycard on the iMoneytrans website.
The load operation will be processed instantly if you use cash or a bank card. In case of a bank payment, your card will be credited once we have received your payment (up to 2 business days, depending on your bank).
If you use the bank transfer option, you must include the following message to your payment: EASYCARD + 4 last digits of your card.
If you did not request a personalized card, you will receive it within 2 business days after we receive your payment.
Personalized cards are shipped within 4 to 5 business days.
Even though your name is not embossed on the Card, you should sign the signature panel on the back so retailers can validate your identity.
When you request an EasyCard you can choose the option to have your name embossed on the card.
You can buy an unlimited number of Anonymous or Premium cards.
VIP cards are limited to a maximum of 2 cards per customer.
There is no cost to purchase an Easy card, it’s totally free!
We will only request you an amount of 11,90 € upfront, to cover the annual service fee of the card.
If we make changes to these fees at any point you will be given a 2 month notice period. If you do not contact us within this time frame we will assume you accept the changes and continue to use your card.
ACTIVATION AND MONTHLY FEE | |
Card Fee | FREE |
Card Activation Fee | FREE |
Annual Service Charge | € 11,90 |
LOADING TRANSACTIONS | |
Online Credit Card Load | € 1,90 + 1,5% |
Online Debit Card Load | € 1,90 + 1,5% |
Online Bank Transfer Load | € 11,90 |
Retail store direct load | € 2,90 |
E-VOUCHERS | |
20 EUR | € 1,50 |
50 EUR | € 3,50 |
100 EUR | € 6,50 |
150 EUR | € 9,50 |
OPERATIONS SMS | |
SMS Balance Check | € 0,50 |
SMS Block | € 0,50 |
SMS Unblock | € 0,50 |
SMS PIN | FREE |
SMS PIN resend | € 2,50 |
ADMINISTRATIVE TRANSACTIONS | |
Lost Replacement Card | € 9,00 |
Stolen Replacement Card | € 9,00 |
Chargeback handling Fee | € 20,00 |
ATM USAGE | |
ATM withdrawal Domestic Eurozone | € 4,50 |
ATM withdrawal international non Eurozone (VIP only) | € 5,00 |
ATM Domestic Decline Fee | € 0,90 |
ATM International Decline Fee (VIP only) | € 0,90 |
ATM Balance Inquiry | € 0,90 |
POS TRANSACTIONS | |
POS Domestic Eurozone | FREE |
POS International non Eurozone | FREE |
POS Domestic Decline Fee | € 0,90 |
POS International Decline Fee | € 0,90 |
MISCELLANEOUS FEES | |
FX Fee | 3% |
Monthly Inactivity fee (after 90 days of inactivity) | € 0,90 |
You can find an ATM by using Mastercard ATM Locator that lists all the ATMs that accept Mastercard around the world.
Anonymous and VIP Cards: yes, in Belgium and abroad
Premium Cards: only in Belgium.
Do not hesitate to call our operators, they will do the necessary to help you:
- Call center : +32 (0)2 227 18 20 (available from Monday to Saturday from 9h to 19h)
You can also send an email to:
If your card is lost or stolen, you should contact us straight away to the following numbers:
- Call center : +32 (0)2 227 18 20 (available from Monday to Saturday from 9h to 19h)
- Interactive voice response : +32 (0)800 93 464 (available 24 hours)
A lost/stolen card replacement fee of 9 € may apply. lf you find the card later, it will not be reactivated so you must destroy the card and await your replacement prepaid card.
As a precaution, we suggest that you keep a note of this number separate from your cards/wallet.
You can also block your card by sending an SMS containing the text VERRto the following number 0479 245 250.
Example: VERR 1234
- Call center : +32 (0)2 227 18 20 (available from Monday to Saturday from 9h to 19h)
- Interactive voice response : +32 (0)800 93 464 (available 24 hours)