Let's take a look at some potential problems that can prevent your recipient from picking up their cash.
In this article, we’ll cover:
Problems recipients may face
The best way to avoid complications is to ensure your recipient has everything they need before arriving at the cash pickup location. Giving them accurate information is key when receiving a cash transfer.
Here are a few reasons that your recipient may be unable to pick up their cash transfer:
Pickup location isn’t the one you selected
Check if they need to go to a specific location, or if they can go to any one of our partner locations. This will depend on the country they live in. The pickup location can be found on your transfer receipt.
For more information on cash pickup locations, read:
Pickup location doesn't hold the required amount
On very rare occasions, the pickup location may not have the money available to give your recipient cash. In these instances, your recipient can go to another location (if you've not selected a specific store) or return at a later time to pick up the money.
Unfortunately, there's no way of us knowing this in advance.
Order can't be found
If an order can’t be found in the pickup location’s system, it’s typically because the:
- PIN is wrong
- Location is searching for the order under 'Xe' and not 'Ria'
- Recipient is at the wrong location
- Transfer is still processing in our system and hasn’t been released for pickup
- Transfer is pending
Please check the transfer receipt and your email for correct information.
Your recipient needs a valid, government-issued photo ID that matches the name on the transfer.
If the name doesn’t exactly match, the name on the transfer will need to be changed.
If their ID has expired, they’ll need to provide another valid form — like a passport.
Transfers that can’t be picked up
Transfers that haven’t been paid out can be cancelled. For more information about cancelling a transfer, read: