Need help?
If you have a question, check the following categories for the issue you need help with, or write your query.
Customer Service, Monday to Saturday!
Contact us by phone, email, chat or via our social networks, whichever you like!
Monday to Friday: 09:00 am – 7:00 pm
Saturday: 10:00 am – 6:00 pm
For complaints and claims
Smile Account queries
You can write to us here too!
We’re always here for you. Contact us!
We’re not just here for your money transfers. Discover a world of opportunities with Moneytrans! Find us on our social media.
F.A.Q.
SEND MONEY
Send money
At Moneytrans we know that security and closeness are extremely important for you, so we offer two ways to save you time and money.
1.We provide more than 3,000 offices all over Europe where you can send your money transfer with the personalised help of our experts, in your language, 365 days a year.
2. Without leaving home! Register free on our website, follow 3 simple steps and your money will reach its destination in a matter of minutes.
At Moneytrans we rely on a widespread network of agencies and our own offices. Find your nearest office and put your money transfer in good hands!
At Moneytrans we rely on a widespread network of agencies and our own offices. Find your nearest office and put your money transfer in good hands!
Registering on our online Moneytrans platform is really simple. We’ll show you how to create your account free of charge here!
It may not be possible to process a transfer in the following cases:
1.My transfer is being reviewed
Your security is our priority. If we detect suspicious activity, your money transfer may be reviewed so that we can ensure that it was indeed you who made it. Occasionally we are asked to collect additional information in order to comply with legal requirements in Europe or the rest of the world. This may cause a delay in processing your transfer, but it is essential for your protection and for compliance with the law.
2. My transfer has been rejected
Your transfer might be rejected for the following reasons:
- Your application contains incomplete or incorrect information, either of the beneficiary or the sender
- We detect suspicious activity and are unable to confirm whether it was you who made the transfer
- The transfer does not comply with Moneytrans policies
- A problem arises with legal compliance in Europe or another country
Some countries may impose minimum and maximum limits on the amounts of money that can be sent with our service. In general, as long as you can prove the source of the money, there’s no limit.
Receive money
We offer several options for collecting money, depending on the destination country: in cash, a bank account, home delivery or through a mobile wallet.
Explore the options your beneficiary can use to receive the money.
Use our online calculator and find out which options are available in your destination country.
The beneficiary needs an URN CODE supplied by the sender and a valid identity document, which must be presented at the collection point. The name on the ID document must match the name on the transfer.
Prices
The first factor is the amount of money sent. Commission is calculated as a percentage of the amount transferred, and it varies according to the currency. To get an idea, check the Moneytrans calculator, which will show the actual price for your transfer. For example, Moneytrans charges a fixed commission for several destinations, more favourable than that offered by most exchange agencies and shops.
What’s more, we have a special zero-commission deal for new customers, so they can try our service free of charge.
The second factor is the exchange rate. With Moneytrans, the user will always receive the exchange rate shown on the online calculator, so you’ll know exactly how much money your beneficiary will receive. An instant and transparent system!
The exchange rate is set by the banks and partners who work with Moneytrans in our destination countries. Since Moneytrans has special agreements in more than 140 countries, your beneficiaries will receive a higher rate than in banks and most online money-transfer operators.
We should point out that, in addition to a lower fixed commission, the online service tends to offer a better exchange rate. In short, for online transfers the commission is usually lower, meaning more money reaches your loved ones.
It’s best to plan ahead for your money transfers. Exchange rates are constantly shifting, and certain days are likely to be better than others for sending money at the most favourable rate. To help with this, and assure you of the best price for your remittances, the Moneytrans online transfer service features a calculator so you can check the cost of your transfer and choose the right time to send it.
Step 1. When you’re making a transfer on your Moneytrans account and you’ve entered the details and the amount to be sent, look for the “discount code” box.
Step 2. Enter the discount code provided by Moneytrans. Remember to type in lower case and with no spaces before or after!
Now click “Add”.
Step 3. That’s it! You will see the discount applied to the total amount due.
Now all you must do is click on “Send money”!
Changes and cancellations
If your order has already been sent, you can only change it by calling the customer services team. If your beneficiary has already received the money or the order has been paid for, we are unable to change or cancel the transaction. If you have more questions, please contact customer services on 0809 54 97 88.
Open a session on your account and go to recent orders. Click on “Cancel” next to the order you wish to cancel. Enter the details and click on “Send”.
We’ll do all we can to cancel your order. However, we cannot guarantee the cancellation until our local partner confirms that the money has not yet been paid to the beneficiary. If the transfer has been completed, we are unable to cancel the order.
Do you want more information on our cancellation and refunds policy?
Refunds are possible on cash collection money transfers as long as the money has not yet been paid at the destination.
Bank transfers are sent to the bank account automatically, so that a refund is only possible if payment to the account is rejected by the bank of destination.
For money transfers made from our agencies, the customer has to request the refund personally.
For money transfers made online, the customer should request a refund from the online application. Moneytrans receives the information, the refund is requested from the partner and, once this is confirmed, the order is cancelled in the system and the money is returned to the customer’s credit card.
For payment to mobile phones, a refund may be requested as long as the beneficiary has not used the money.
EXCHANGE MONEY
SECURITY
Moneytrans is an officially regulated financial institution in Belgium, France and dozens more countries in Europe. We have 20 years’ experience in the remittances sector, with 10 million satisfied customers and 50.1 million transfers carried out in more than 140 countries.
You only need to read the views of our users to know that we are a trustworthy company backed by central banks and using state-of-the-art technology to guarantee you confidentiality and secure payments.
Here are 5 things you should know to send money securely!
With our online money transfer service, the payment is processed instantly using 3D Secure technology that guarantees your transfers will be worry-free. What’s more, you’ll receive confirmation of the payment by email or SMS.
Additional verification measures increase security and compliance with the law on payments. Moneytrans also encourages users to protect their accounts better, create secure passwords and identify phishing emails and texts.
Moreover, when it comes to money, issues may arise, and confidence in your choice of a provider for your currency exchanges is an important aspect.
At Moneytrans we employ a team of professionals to take care of our customers and resolve any issues or questions they may have. We offer the service by live chat, email, phone or fax, so that you can get in touch whichever way suits you best. And we’re open long hours for your peace of mind! So we’re always available.
SMILE ACCOUNT
Account opening
- Opening a Smile Account at an authorised branch: watch tutorial
- Opening a Smile Account online: watch tutorial
When you open your Smile Account, you’ll have access to a Mastercard debit card completely free of charge. It will be sent to your home within 5 to 10 days from opening your account. The card and pin are sent separately
This is not a fee: this initial amount is required for the issuance of your card but will not be deducted from your account. You can then spend this amount as you wish.
Yes, you can. In France you can open the account by presenting your passport, with the exception of these countries of origin: Spain, USA, Syria, North Korea, Yemen, Iran, and Sudan.
Payment plans
To open your Smile Account we want to give you the maximum freedom so that you can decide from day one which type of plan suits you best. You will be able to choose between:
Annual Plan: With this plan, the maintenance fee will only be charged once a year and what is more important, you will save 28% of the price. You can open your Smile Account, make a one-off payment of €30 and forget about monthly charges until the following year.
Monthly plans: The convenience of small micro-payments. With this plan, you can open your Smile Account and split the annual maintenance fee over 12 months, so each month you will pay €3.50.
You will be charged the first monthly fee when you open your account, and for the remaining monthly payments, your account will be automatically debited the same amount each month.
Information about your rights
Your account number, regardless of which EU country it’s from, should be accepted anywhere in the European Union. Your provider is breaking the law if they don’t accept your IBAN. Report your case, so we can stop it from happening again. All cases of IBAN discrimination submitted through this form will be anonymised. All personally identifiable information will be removed.
IBAN discrimination is when a bank or company doesn’t accept your IBAN because it’s not from the same country in which the bank or company is based.
For example, French IBANs look like this: FRXX XXXX XXXX, and instead, a German bank or company may insist you need a German IBAN which looks like this: DEXX XXXX XXXX, etc.
Let’s say you want to pay for your gym membership in Spain using your German IBAN: your Spanish gym would be guilty of IBAN discrimination if they didn’t accept your non-Spanish account number.
Operating the account
To activate your card, you will need to make a purchase via a contact terminal or a cash machine withdrawal. You can then start using your card to make online or contactless payments.
The only way to check your balance is by creating a Moneytrans user account. If you have any difficulties in doing so, please do not hesitate to contact our Customer Service team.
On your web and mobile client space, through which you can consult and manage your account from A to Z, accessible via our web page: online-pre-tmp.moneytrans.eu If you have opened your Smile account in one of our branches, ask for your client number in order to easily create your Moneytrans user account.
You will find all the data previously encoded in the agency. After having clicked on the “Registration” button, click on “Register with customer code”, insert your “customer number”, your “date of birth” and find all your data.
With the Smile Account you can send and receive payments with no hassle. You can do all this on our online platform. Find out how to manage your personal area here!
If you want to transfer money into your account, you can do it online or at one of our authorised offices.
What’s more, you can withdraw cash from your account at any of our offices.
You can do it in two ways: by going to your nearest authorised Moneytrans branch, where an agent will help you transfer the cash to your account, or via the app or website.
Yes, you can! If you have a Smile Account registered in your name you will be able to top up any national or international mobile phone directly from your personal account by selecting Smile Account as payment method. The top up will be made instantly.
Solving any problems [you may have]
You will receive your PIN code and your Mastercard in two separate envelopes within approximately 12 working days. If after this time you still have not received them, please do not hesitate to contact us. If you have any questions, please contact us Monday to Friday from 9.00am to 19.00pm and Saturday from 9.00am to 17.00pm by phone on 0809 549788 or by email: [email protected]
A bank, internet provider, gym - you name it - doesn’t accept your IBAN and insists you need a ‘local bank account’? While that may seem legit, it’s illegal. It’s called IBAN discrimination, and it’s against the law.
Report your case of IBAN discrimination, and we will pass them on to the relevant authorities, saving you the hassle.
We’re here to put an end to this.
Security
Certain purchases on the Internet, you must enter a security code to validate and finalise your transaction. As soon as you open your Smile account, we will instantly send you this code by SMS. Please keep this code in a safe place so that you can make your payments online as soon as you receive your Smile card. You will be able to modify this code via your customer area afterwards.
If your Mastercard debit card is lost or stolen, you can block it instantly from the app with a single click to ensure that no one can use it. You can select the “temporarily block card” option to unblock it at any time, or the “permanently block card” option and request a new card via the “replace card” option.
You can also request a new card by calling our Customer Service, as well as if you want to change your personal details, address or telephone number.
Moneytrans Payment Services is a Payment Institution authorised by the National Bank of Belgium to offer payment account services (Smile Account). As we are not a bank, we are not backed by the deposit guarantee fund. Consequently, Moneytrans protects the funds of the Smile Accounts by depositing them in a Safeguard Account with ING Bank. This Safeguard Account separates customer funds from other company funds and is segregated, which means that ING cannot collect other debts from the balance in this account.
Where are we?
66 Boulevard de Magenta, 75010, Paris.
