Frequently Asked Questions
In this section you will find some of the most common questions we receive on issues related to sending and receiving money abroad, as well as the types of fraud against consumers. If you can’t find an answer to your specific question, fill out our contact form.
Send money from the Hometransfer website
How can I send money from the Hometransfer (Change Center and MoneyGram) website?
For some countries you will see that it is possible to send in local currency and also in dollars. Choose the currency that suits you best. Once you continue sending, you will be able to access the money transfer conditions. These include the fee in euros for the transfer, the exchange rate applied and the MoneyGram Plus points you will receive.
Remember that in your second shipment with us, it will be fee free.When you continue with the transfer we will ask you to login to your online account or create a new user account. Then we will ask you for the data of the person receiving the transfer, which will have to be exact to their identity document. Finally, the payment is accessed in the last step. You can pay with your debit or credit card for the transfer and via bank transfer.
The transfer concludes with the obtaining of the transfer reference number and a receipt of the operation. Provide the recipient with the reference number so they can approach any MoneyGram agent in their area. Money will be available in 10 minutes.
How much does it cost to send money with Hometransfer (Change Center and MoneyGram) website?
Hometransfer money transfer and money transfer service fees vary depending on the sending and receiving locations and the amount sent. Check here the list of service fees.
How much money can I send through the Hometransfer website?
The maximum amount of money that can be sent through our website is € 800 per transaction *. Warning: requirements vary by country. Maximum sending or receiving limits may apply.
How can I pay for a money transfer on the Hometransfer (Change Center and MoneyGram) website?
You can use any debit or credit card or make a bank transfer from your account in euro.
Send money from a Change Center agent in Spain
How can I find a MoneyGram-Change Center agent?
Hometransfer (Change Center) has a network of 1500 agents in Spain. We are close to your home, for sure. In addition, when using the network of MoneyGram for sending, you can send your transfer to points of sale in more than 347,000 locations around the world. To find your Hometransfer agent, go to our point of sale page.
How can I send money from a Hometransfer powered by MoneyGram-Change Center agent?
Calculate the cost of shipping on our website and find a Hometransfer agent near you. Do not forget to bring a valid identity document* with you (passport, driving license, national identity card or any form of identification provided by the government).
Once at the agent, fill out a simple money transfer form, pay the amount in euros in cash and you will receive a copy of the form together with the reference number of the transfer. We recommend that you keep both documents for your personal record. Finally, contact the person receiving the money transfer and tell them the reference number.
This number should not be given to any unknown person.* Requirements vary by country and agent. Request details about their processes and procedures from your local MoneyGram agent.
* Warning: when completing the transfer form, make sure that the name of the recipient on the form must exactly match the name on the identification that the recipient will present to collect the transfer. For example, John D. Smith is NOT the same as John David Smith.
How much does it cost to send money through a MoneyGram-Change Center agent?
Hometransfer money transfer and transfer service fees and charges vary depending on the sending and receiving locations and the amount sent. Check here the list of service charges.
How much money can I send through a MoneyGram-Change Center agent?
The maximum amount of money that can be sent through our agent network is € 3,000 per transaction*. Request details about processes and procedures from your Hometransfer agent.
*Warning: requirements vary by country. Maximum sending or receiving limits may apply.
How can I pay for a money transfer through a MoneyGram-Change Center agent?
MoneyGram-Change Center agents only accept cash (euros).
Other questions regardless of the shipping method
What countries and currencies do you send money to?
Hometransfer (MoneyGram and Change Center), offers a choice of currencies to send or receive money in certain countries. You can choose the currency in which you want to send your money and also the currency in which the person receiving the transfer will receive the shipment. Ask your Hometransfer agent for all the details about the currency options available for shipping or take a look in our currency converter.
Can the person who will receive it choose the currency of the money transfer?
No. If the country to which you send the money allows you to receive in more than one currency, as the sender you can choose the currency in which the money will be received, during the sending process. But the recipient will not be able to change this currency when receiving the shipment.
When will my money be available to the recipient?
Your money will be available for collection from 10 minutes after sending, depending on the type of service selected to send your transaction. This is subject to the MoneyGram agent network business hours and local regulations.
What do I do if the person I am sending money to is having trouble picking up the transaction?
Make sure they have the correct reference number. Verify that the recipient has a valid identity document** and that the name on the document exactly matches the name you provided on our website or to our agent when shipping. For further assistance, contact us or call at +34 900 300 001.
**Warning: The recipient of the shipment will always be required to present a personal identification document (passport, driver’s license, national identity card or government-issued identification). Documentation proving residence or some document that allows knowing the nature of your professional or business activity could also be requested. Requirements vary from country to country, so ask your local MoneyGram powered Hometransfer agent for valid ID formats in the destination country.
Receive the money in the destination location
What do I need to receive the money sent to me?
To receive your money, the recipient of the transfer will need to present a valid identity document** and the reference number of the transfer to be delivered by the agent through which the shipment is made or this website.
**Warning: The recipient of the shipment will always be asked to present a personal identification document (passport, driver’s license, national identity card or a government-issued ID).
Documentation proving residence or some document that allows knowing the nature of your professional or business activity could also be requested. Requirements vary from country to country, so ask your local MoneyGram powered Hometransfer agent for valid ID formats in the destination country.
How can the recipients receive the money we send them?
The recipient or beneficiary of the money transfer must have the reference number associated with the transfer. The person who sends you the money will have to indicate the reference number of the transfer to be able to withdraw it at the MoneyGram agent in your area. You must also carry a valid identity document**.
Once at the agent’s establishment, the recipient will have to fill out and sign a simple reception form after showing his/her identification. Once verified that all the information is correct, the MoneyGram agent will give you the money and a copy of the form as a receipt of the operation
**Warning: the recipient of the shipment will always be asked to present a personal identification document (passport, license driver’s license, national identity card or a government issued ID). Documentation proving residence or some document that allows knowing the nature of your professional or business activity could also be requested. Requirements vary from country to country, so ask your local MoneyGram agent for valid ID formats in the destination country.
When will the money be available for collection by the recipient?
The money will be available within 10 minutes of the shipment. If you need more information, contact us or call +34 900 300 001.
Filtering against phishing
What is phishing?
Phishing is a type of online fraud designed to steal personal information such as usernames, passwords, credit card details, or secret questions and answers. Typically, phishing is carried out by email by believe this is a legitimate MoneyGram email. Links in the email will direct you to a bogus web page that appears to be the legitimate MoneyGram site. It is best not to click on the links in the email. If you want to visit our website, just type the address in your browser instead of clicking on the links in the email.
How can I recognize phishing?
Here are some details to keep in mind if you suspect you have received an identity theft email:
- Links to a web page that asks you to verify your account information.-Links with a web page that requests the passwords, user names or numbers of a credit card or a bank account.
- Threats that if you do not verify your account information, your account will be closed. It is a good practice never to click on the links included in an email. Instead, just type the web page address directly into your internet browser.
How can I avoid identity theft?
The best way to avoid becoming a victim of phishing is to learn about the most common scams. Carefully review the emails you receive to see if it is a phishing scam:
- Misspelled words. Spanish is often a second language for impersonators, so poor grammar or misspellings can be key indicators.
- Bad links. Type the web page address directly into your browser instead of clicking a link in emails. Too good to be a genuine offer. Always check the offers before making a shipment.
What should I do if I may have been a victim of identity theft?
If you suspect that you have received a spoofing email, make no assumptions, report it to the allegedly impersonated company.
Consumer Fraud Awareness
I have received an email from MoneyGram asking for my financial information, do I need to provide it?
No. MoneyGram will NEVER send you an unsolicited email asking for personal or financial information. If you receive a suspicious email claiming to be from MoneyGram, please report it to us immediately so we can investigate it. Also, if your financial information has been compromised, we recommend that you contact your financial institution.
Who can collect the money I have sent?
The person receiving the MoneyGram transfer must present a valid identity document* and the shipment reference number. You may be required to present personal identification, typically one or more of the following: passport, driver’s license, card National identity card or government issued ID.
You may also be asked to provide proof of address (bank statement or utility bill). Requirements vary from country to country, so ask your local MoneyGram agent for valid identification formats. For the highest degree of protection, keep all information about your money transfer confidential and make sure you know the person to whom you are sending the money.
What can I do if a person to whom I have sent money and myself are victims of fraud?
If you suspect that you or the person to whom you have sent money may be victims of fraud, report it as soon as possible.
Where can I get more information on consumer fraud?
For more information check out our section on consumer protection.