Frequently Asked Questions

Go to Estimate Fees to estimate transfer costs and see current exchange rates. You can estimate fees for sending online and also for sending at an agent location.

There are two ways to track the status of a transfer. If you have an online profile, log in and view your transaction history. If you do not have an online profile, or if you are the receiver of the transaction, then use our Track a Transfer tool to look up a transfer using the Authorisation number or Reference number.

There are more than 200 countries you can send to using MoneyGram. To see which countries you can send to, simply start sending money or estimating fees.

For most countries, you can send up to AUD $13,750.00 per online transferm or up to AUD $13,750.00 aggregated every 30 calendar days . If necessary, you may send additional funds from a MoneyGram location (subject to applicable limits).

Fees vary depending on where you are sending, how much, and how you are paying. Go to Estimate Fees to see how much a transfer will cost.

MoneyGram allows you to send money directly to a bank account in select countries. To find out if you can send money to your receivers bank account, start sending money or estimate fees, and select “Account Deposit” as your receive option.

Many account deposits are completed within a few hours. Timing of funds availability in your receiver’s account varies depending on destination country and is subject to banking hours and systems availability, good funds availability, approval by MoneyGram’s verification systems and local laws and regulations; banking business hours typically exclude weekends/holidays. See the table below for more details. Available in select countries.

Timing of funds availability is subject to banking hours, receipt of funds from BPAY and compliance with regulatory requirement.

Sending to:Speed:
BelgiumNext Day
BrazilSame Day
BulgariaNext Day
CanadaIn as little as 1 hour*
ChinaIn as little as 1 hour*
DenmarkNext Day
EcuadorNext Day
El SalvadorIn as little as 1 hour*
GreeceNext Day
GuatemalaIn as little as 1 hour*
HondurasIn as little as 1 hour*
IndiaIn as little as 3 hours
MexicoIn as little as 1 hour*
NetherlandsNext Day
PhilippinesSame Day
PolandNext Day
Sri LankaNext Day
SwedenNext Day

* Timing of funds availability is subject to banking hours and compliance with regulatory requirements.

Money is typically ready for cash pickup after the transfer has been sent successfully, subject to agent operating hours, availability, local laws/regulations and compliance requirements. Timing of funds availability is subject to banking hours, receipt of funds from BPAY and can take between 2-4 business days.

In most cases, cash is the only form of payment accepted for transactions completed at an agent location. You will need to bring enough cash to cover the transfer amount and any additional fees. Go to Estimate Fees to see how much a transfer will cost.

For security reasons, many agent locations will not pay out a transfer if the name on the receiver's identification does not match exactly. Please confirm your receiver’s name as it appears on their ID. If your receiver is still having this problem, please contact us at 1 800 954 191.

No. For security reasons, your receiver must pick up the funds in the country you sent to. If your receiver is not in the country you sent to, please cancel the transaction and send again to the new destination.

This service is currently not available, please check back soon. You can currently send money online or in person at a MoneyGram agent location.

MoneyGram systems may reject or delay certain transactions based on internal compliance and security. If you see your transaction has been cancelled, please call 1800 954 191 for a refund.
 
 

The funds typically arrive in 2-4 days business days, however, timing of funds availability varies depending on destination country, approval by MoneyGram verification systems, local laws and regulations. 

Global Collect is a Payment Service Provider specialised in money collection and settlement with expertise in electronic payment methods. MoneyGram has chosen Global Collect as a way to offer a wider range of payment options that are more convenient to you. Global Collect will process your payment on behalf of Moneygram.

Unfortunately, if the BPAY funds paid does not exactly match the total amount of the transaction, we will be unable to process the transaction. We suggest you call us on 1800 954 191 to cancel the transactions and send a new transaction. The refunds of the incorrect amount will take 3- 7 business days. When completing a transfer in BPAY, make sure to transfer the complete amount including the send amount, fees and taxes ( if any ) once you see your transaction as 'Ready to pay' or on the email received from us.

Unfortunately a transaction will not process with an incorrect CRN/reference number. Make sure the sender uses the correct CRN/reference number on every transaction in their BPAY account.

Yes, we allow up to 8 business days for you to transfer funds after which the transaction will automatically cancel. If funds have been transferred after the cancellation, you will need to contact us for a refund.

MoneyGram offers different ways to receive money around the world. The country you are sending to may have only some of these options available.

Cash Pickup:

Cash can be picked up at any MoneyGram location. The money is typically ready for pickup in as little as 10 minutes* after the transfer is submitted. Available in over 200 countries and territories.

Account Deposit:

You can send money directly to your receiver’s bank account. The money is typically sent within minutes after the transfer is submitted. Additional time may be needed for the receiving bank to complete the transfer. Available in select countries.

Mobile Wallet:

You can send money directly to your receiver’s mobile wallet account. The money is deposited to the account typically within minutes* after the transfer is submitted and successfully processed. Credit will be applied to the receiver’s mobile wallet account associated with the mobile number specified on the MoneyGram send form. Transfers to mobile wallets are available at selected MoneyGram agent locations. Additional conditions may apply, please refer to the mobile wallet provider’s service terms and conditions. Available in select countries.

Sending to:Average Speed:
BrazilSame Day
ChinaIn as little as 1 hour*
El SalvadorIn as little as 1 hour*
FranceNext Day
GuatemalaIn as little as 1 hour*
HondurasIn as little as 1 hour*
IndiaIn as little as 3 hours*
MexicoIn as little as 1 hour*
PhilippinesSame Day
PolandNext Day
Sri LankaNext Day

*Note: Transaction processing times are subject to agent operating hours, availability, local laws and regulations and compliance requirements.

When picking up cash, you will need the Reference Number for the transaction along with a valid photo ID. The person who sent you money should have the Reference Number.

Go to Find a Location to search for MoneyGram agent locations worldwide.

For certain countries, MoneyGram allows the sender to choose the currency in which the receiver can receive money. This option will appear when you are sending money or estimating fees.

The most common reasons for being denied funds are:

  1. The transaction has not yet been processed. Track a Transfer to find out the status of a transfer.
  2. You did not have sufficient identification.
  3. You did not visit a MoneyGram location. Find a location

Funds are available for pick up or deposit into your receiver's account only after MoneyGram receives the funds. Through BPAY this can take 2-4 business days. Timing of funds availability is subject to banking hours, receipt of funds from BPAY and compliance with regulatory requirements.

Transactions can only be cancelled if you have completed a successful BPAY transfer.

If you sent the transaction online and you have an account, log in to your account and find the transaction in your transaction history. There is an option to cancel on the Transaction Details page. However the customer needs to call us for a refund . This takes 3-7 business days post MoneyGram receiving funds and customer providing us correct refund information.

If you sent the transaction online, but do not have an account, use the Track a Transfer tool to look up the transaction. There is an option to cancel on the Transaction Details page.

It typically takes 3-10 business days for the refund for a money transfer to appear on your credit/debit card or bank account, but may take longer.

Log in to your MoneyGram online profile; go to My Profile, then select ‘Change Password’. From here, follow the instructions on the screen.

Select the ‘Forgot Password’ link on the Log In screen. From here, follow the instructions to reset your password. You will be asked to request a one-time security code which will be emailed to you. The one-time security code will allow you to reset your password.

If your profile has been locked, call MoneyGram Customer Service at 1 800 954 191 (toll free number, for calls to this number from mobile phones an additional fee may be charged by your provider).

Log in to your MoneyGram online profile. If you have recent transaction history, you will see it on your logged in homepage, along with a link to ‘view all’. If you do NOT have recent transactions displaying on your logged in homepage, then go to ‘My Profile’ and select ‘Transaction History’.

Log in to your MoneyGram online profile. Go to 'My Profile' and select 'Notification Preferences'. From here you can set your preference for receiving emails about promotions and special offers. For security purposes, you cannot turn off notifications about your transactions (status updates). Currently we only have email notifications for online transactions. SMS is available for transactions completed at agent locations and will be available soon for online transactions. Check your spam box for any notifications from MoneyGram and add notification@moneygram.com to your known senders list.

Log in to your MoneyGram online profile; go to ‘My Profile’, then select &lquo;Payment Methods’. You can add a new payment method, and you can update or delete your saved payment methods.

Log in to your MoneyGram online profile; go to ‘My Profile’, then select ‘Personal Information’.

We would generally need your reference number and a few basic details about you to make sure it's you!

In the case of a Bpay transaction, you can provide us with your transaction authorisation number.

Log in to your MoneyGram online profile; go to ‘My Profile’, then select &lquo;Payment Methods’. You can add a new payment method, and you can update or delete your saved payment methods.

Below are a few tips to help ensure your ID upload is successful.

  • Place the ID on a flat surface with a solid, contrasting background (not white)
  • Hold the camera on top of the picture
  • Make sure there is no flash/glare on the photo
  • Verify that your face, number and all corners are visible
  • Save the document in a jpeg format (scanned pdfs are not accepted)

In case of failure to upload, reattempt by resolving the error message shown on the site.

Generally, we will need the reference number in question and a few basic details about you to make sure it's you! Incase of a BPAY transaction , you can provide your transaction authorization number.

It is possible that your ID has been deactivated for security or compliance reasons. Please visit an agent location to learn more. You can locate the nearest agent by visiting https://secure.moneygram.com/mgo/au/en/locations

This message indicates that there may have been a delay processing your transaction. We suggest you log in after sometime to see the status of your transaction. 

If you are getting an error message while trying to send a money transfer, you may need to clear the cookies of your web browser. To find out how to clear your cookies from your browser, visit your browser’s website. If the problem persists, please call MoneyGram Customer Service at 1 800 954 191 (toll free number, for calls to this number from mobile phones an additional fee may be charged by your provider).

No. MoneyGram will never send you an unsolicited email asking for your personal or financial information. You should only submit this information if you are logged into your MoneyGram online account at moneygram.com.au. The safest way to do this is to type the URL into your browser rather than clicking on a link embedded in an unsolicited email.

If you receive a suspicious email purporting to be from MoneyGram, please report it so we can investigate. Also, if your financial information has been compromised, we recommend that you contact your financial institution immediately.

Please call MoneyGram Customer Service at 1800 954 191 (toll free number, for calls to this number from mobile phones an additional fee may be charged by your provider).

To learn more about how to protect yourself from fraud, visit our Consumer Protection page.

We authenticate your identity to ensure your personal and financial safety and to prevent fraud.

Phishing is a type of online fraud designed to steal your personal information such as user names, passwords, credit card details or secret questions and answers on a fake MoneyGram website. Phishing is typically carried out by e-mail and is disguised to appear as a legitimate e-mail from MoneyGram. Links in these emails direct you to a fake website that looks like the legitimate MoneyGram online site.

The best way to prevent becoming a victim of phishing is to be aware of common scams. Also, remember to carefully review messages you receive to see if it is a phishing scam. Are words misspelled (English is often a second language for phishers, so misspellings and poor grammar can be key indicators) and do links within the email really take you to the correct site?

And, by following the notion that if something seems too good to be true, it likely is.

Here are some things to look for in a phishing e-mail:

  • Links to a website that asks you to verify your account information
  • Links to a website asking you for your bank account or credit card numbers, user names, and passwords
  • Threats that if you don't verify your account information, your account will be shut down

If you’re suspicious that you have received a phishing e-mail, don’t second guess yourself - please report it so we can investigate.