Frequently Asked Questions

Information by country
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
How much time is needed for the funds to be available abroad?

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.

How safe is the iMoneytrans website?

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!

Someone I don’t know asked me to send them money, what should I do?

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.

To which countries can I send money?

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.

What is the maximum amount that I can send abroad?

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.

Why do I need to provide a proof of my identity?

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.

How is the private data collected by Moneytrans used?

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.

What information is needed to send money to a bank account abroad?

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.

How can my beneficiaries get paid abroad?

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)

What are the available methods of payment on the website?

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.

How to follow-up my transactions?

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

How to cancel a transaction?

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.

How to change the beneficiary of a pending transaction?

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.

What is the EasyCard Prepaid Mastercard?

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.

What are the benefits of having an EasyCard Prepaid Mastecard?
  • 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.
How do I get an EasyCard Prepaid Mastercard?

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

What is my PIN and how do I get it?

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.

How do I add money to my EasyCard prepaid card?

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.

How long does it take to get my Prepaid Mastercard ordered online?

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.

If the EasyCard does not have my name on it, do I still sign my name on the back of the card?

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.

Can I have a personalized EasyCard?

When you request an EasyCard you can choose the option to have your name embossed on the card.

Can I buy more than one card?

You can buy an unlimited number of Anonymous or Premium cards.

VIP cards are limited to a maximum of 2 cards per customer.

How much does it cost to get an EasyCard?

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.

Which fees are applicable?

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
How can I find an ATM?

You can find an ATM by using Mastercard ATM Locator that lists all the ATMs that accept Mastercard around the world.

Can I Use my card to withdraw cash at ATM’s?

Anonymous and VIP Cards: yes, in Belgium and abroad

Premium Cards: only in Belgium.

I have loaded my card but I don’t see the amount on my balance, what can I do?

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:

What should I do if I have lost or had my card stolen?

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

Who should I call if I have problems with my EasyCard?
  • 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)