Frequently Asked Questions

We have compiled some of the most common questions we receive on subjects related to sending and receiving money transfers. We also address questions to help you stay safe by understanding phishing and other types of consumer fraud.

If you are not able to find an answer for your specific question, please complete our contact form.

Consumer fraud awareness

I received an email from MoneyGram asking for my financial information. Should I provide it?

No. MoneyGram NEVER sends you an unsolicited email asking for your personal or financial information.

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

Who is able to pick up the money I transferred?

The person receiving the MoneyGram transfer must present a valid photo ID and know information about the transfer.

To help protect yourself further, keep all information about your money transfer confidential and be sure you know the person to whom you're sending money.

What can I do if the person to whom I sent a money transfer to and I are the victims of fraud?

You may use the contact form on this site to report fraudulent activity by selecting Report Fraud from the Type of Request drop down*. Please provide details of the incident in the Comments field.

*If you suspect fraud on a transaction that has not yet been received, please contact our Customer Care Center in order to have the transaction cancelled immediately.

Where can I get more information on protecting myself from consumer fraud?

For more information, review our consumer protection page for the NZ site, or visit our corporate Consumer Fraud Prevention site. Still have questions? Complete the contact us form for answers to your questions.

Anti-Phishing

What is Phishing?
  • User names
  • Passwords
  • Credit card details or
  • Secret questions and answers

Phishing is typically carried out by email and is disguised to appear as a legitimate email from MoneyGram. Links in an email direct you to a fake website that looks like the legitimate MoneyGram online site. Never click on the links in an email. If you wish to visit our site, type our website address into your browser instead of clicking on an email link. 

How do I recognize Phishing?

Here are some things to look for if you suspect you have received a phishing email:

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

Do not click on the links provided in an email. Instead, type the website address directly into your internet browser.

How do I prevent Phishing?

The best way to avoid becoming a victim of phishing is to be aware of common scams. Carefully review email messages you receive to see if it is a phishing scam:

  • Misspelt words
    • English is often a second language for phishers, so misspellings and poor grammar can be key indicators.
  • Bad links
    • Type the website address directly into your browser instead of clicking on a link in an email message.
  • Too good to be true offer
    • Always verify offers before beginning a transaction.

Do not click on the links provided in an email. Instead, type the website address directly into your internet browser.

What should I do if I may have been a victim of Phishing?

If you suspect you've received a phishing email, don't second guess yourself - report it - using the contact us page on this site!

Sending Money at a Agent Location

How do I send money from a MoneyGram Agent location?
  1. Find a MoneyGram agent location using our locator tool.
  2. Visit your MoneyGram location^, bringing a form of photo identification+.
  3. Complete a simple send form and hand it to the MoneyGram agent along with the money you want to send and any applicable fees. You may also include a free 10-word message on the form.
  4. Contact the person to whom you're sending the money, and provide the reference number you received from the agent.

You will be required to provide personal identification, the following are acceptable:

New Zealand ID

^Requirements vary by country and agent. Please ask your local MoneyGram agent for details about their process and procedures.
+Please note, when completing the transfer form, the recipient's name on the form must exactly match the name on the ID he or she presents to pick up the transfer. For example, John D. Smith is NOT the same as John David Smith.

How do I find a MoneyGram agent location?

MoneyGram is available at agent locations worldwide. For an agent location near you, use our MoneyGram agent locator tool.

How much does it cost to transfer money with MoneyGram?

MoneyGram fees vary based on the send and receive countries and the amount sent. Use our cost estimator tool to estimate the cost of your transaction.

How much money can I transfer?

If sending at an agent location, the maximum amount you can send is approximately NZD $10,000*. Use the MoneyGram cost estimator tool to estimate the cost of your transaction.

*Requirements vary by country. Maximum send limits may also apply. Please ask your local MoneyGram agent for details about their process and procedures.

How can I pay for a money transfer?

MoneyGram agents accept cash only for transactions at agent locations.

When will the money be available to my receiver?

Money is usually available for pickup within 10 minutes^ of sending, depending on the type of service selected to send your transaction+.

^Only transactions between $50 and $499.99 are eligible for 4-hour transfer service.
+Requirements vary by country & agent so please ask your local MoneyGram agent for details about their process and procedures.

What are my currency options?

MoneyGram offers a choice of currencies for sending or receiving money in select countries.  You can view currency options when using our cost estimator tool.

Ask your MoneyGram agent for full details on the currency options available for your transaction.

Can the person I’m sending money to choose the currency to receive the money transfer?

No. If the country to which you're sending money allows money to be received in more than one currency, as the sender you will select the currency in which the money will be received.

How do I know what currencies are available for payout in the country I am sending to?

Use our cost estimator to verify the country you're sending money to allows money to be received in more than one currency.  

What should I do if the person to whom I am transferring money is having trouble picking up the transaction?
  1. Make sure they have the correct Reference/Confirmation Number.+
  2. Verify your Receiver has valid photo identification (ID), and that the name on the ID matches the name you provided when sending the money^.

For further assistance, contact us or call 0800 451 078.

+Requirements may vary by country and agent. Please ask your local MoneyGram agent for details about their process and procedures.
^Please note, your name on the transfer record must exactly match your name as it appears on your official ID.

Receiving Money

What do I need in order to receive my money transfer?

You'll need the following in order to receive your money transfer:

  • Government-issued identification (ID) that displays your legal name^
  • Reference number - request the reference number from the person who sent you the money transfer+

You will be required to provide personal identification, the following are acceptable:

New Zealand ID

^ Please note, when completing the transfer form, the recipient's name on the form must exactly match the name on the ID he or she presents to pick up the transfer. For example, John D. Smith is NOT the same as John David Smith.
+ Requirements vary by country and agent. Please ask your local MoneyGram agent for details about their process and procedures.

How do I find the nearest MoneyGram agent location?

MoneyGram is available at more than 347,000 agent locations around the world so we are never far away. To find an agent location near you, use our locator tool.

How do I receive a money transfer?
  1. Ask for the reference number associated with your transfer. The person sending you the money transfer will have the reference number.
  2. Visit a MoneyGram location. Remember to bring your reference number and personal identification+.
  3. Complete the receiver form at the location and hand the completed form to the MoneyGram agent to receive your money.

You will be required to provide personal identification^. Why this is important? If a recipient has photo identification and knows information about the transaction and the sender, a reference number may not be required to pick up the transaction. Also, don't assume your money transfer is safe because you specified a country for the transaction; scammers can divert money to a different country.

New Zealand ID

+Requirements vary by country and agent. Please ask your local MoneyGram agent for details about their process and procedures.
^Please note, when completing the transfer form, the recipient's name on the form must exactly match the name on the ID he or she presents to pick up the transfer. For example, John D. Smith is NOT the same as John David Smith.

When will the money be available for pick up?

Money is usually available for pickup within 10 minutes* of being sent with our same day service. Only transactions between $50 and $499.99 are eligible for 4-hour transfer service.

For more questions, please contact us and fill out the form to request help with a payment question.


*Subject to agent operating hours and compliance with regulatory requirements.