Answers to popular questions
WEBSITE REGISTRATION AND DOCUMENTS:
Q: How do I register with Moneyto?
A: To register and send money with Moneyto, you need to complete a simple one-time identification procedure. Please upload your Selfie, an Identification Document and a proof of address in your personal MoneyTO account. If you have any problems with uploading documents you can write us an e-mail to [email protected] or to call us on +44 (0) 2032912628.
Q: Why do I need to provide my documents?
A: To prevent money laundering and other criminal activities, and ensure compliance with the UK (FCA and HMRC regulation) laws, Moneyto can request a copy of your proof of identity and other documents confirming your address and source of income.
Q: What can I use to confirm my identity?
A: You can use your passport, EU/EEA national identity card, the UK and EU driving licence or residence card (accompanied by the passport) as a proof of your identity.
Q: What can I use as a proof of address?
A: You can use bank statements, utility bills, your full driving license (cannot be at the same time an ID and a proof of address), only if the applicant’s residential address mentioned there, or another official correspondence issued in the last three months as a proof of address.
You can also use any gas, water or electricity bill, bank statement or HMRC correspondence addressed to you within the past 90 days.
You can also use any gas, water or electricity bill, bank statement or HMRC correspondence addressed to you within the past 90 days.
Q: How do I send the copies of my documents to you?
A: Use your mobile phone or tablet to take a photograph of the documents and email it to [email protected]. You will only need to complete the identification procedure once.
SENDING MONEY
Q: To what countries can I send money online with Moneyto?
A: Moneyto lets you send money online to 34 countries from the UK, where transfers can be picked up in cash at over 100,000 payout locations.
The list of countries you can send money to from the UK:
Moldova, Albania, Armenia, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, France, Georgia, Germany, Greece, Israel, Kazakhstan, Kyrgyzstan, Latvia, Lithuania, Mongolia, Slovakia, Tajikistan, Turkey, Uzbekistan, Vietnam, Ecuador, Venezuela, Peru, Bolivia, Brazil, Colombia, Dominican Republic and Portugal. The list of the countries you can send money to with Moneyto will be supplemented, for more information please visit: moneyto.co.uk.
The list of countries you can send money to from the UK:
Moldova, Albania, Armenia, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, France, Georgia, Germany, Greece, Israel, Kazakhstan, Kyrgyzstan, Latvia, Lithuania, Mongolia, Slovakia, Tajikistan, Turkey, Uzbekistan, Vietnam, Ecuador, Venezuela, Peru, Bolivia, Brazil, Colombia, Dominican Republic and Portugal. The list of the countries you can send money to with Moneyto will be supplemented, for more information please visit: moneyto.co.uk.
Q: What currencies can I send?
A: From the UK you can only pay your transfer in pounds sterling . At the same time, you can choose the payout currency which depends on the country you are sending money to. To find out about the choice of currencies in recipient’s country, please visit: moneyto.co.uk, select recipient’s country and click the tab to the right of the Recipient Gets field. A pick up list will open with the list of currencies available in the country you selected.
Q: How much is your commission?
A: To find out the amount of our commission, please select country, enter the amount and choose currency at: moneyto.co.uk. For our complete price list, please visit: moneyto.co.uk/commissions.
Q: What rate will you use to convert funds into another currency?
A: To find out the exchange rate of desired currency, please select country, enter the amount and choose currency at: moneyto.co.uk. After that, you can check the fee per transfer and exchange rate.
Q: Is there a limit on the amount I can send online?
A: You can send up to £4000 in one transaction. The minimum amount you can send is £5.
Q: Can I use my spouse’s card to send money online?
A: To prevent money laundering and other criminal activities, and ensure compliance with the UK laws, Moneyto only allows sending money from the personal card of the sender.
Q: What do I do if I made a mistake in recipient data?
A: If you made a mistake in recipient data when you sent money online, please contact Moneyto support without delay. With any questions you might have, please contact us by phone: +44 (0) 2032912628, email: [email protected] or via the official Moneyto Facebook page.
Q: What are MIA Instant Payments and how easy are they to use?
A: MIA Instant Payments allow you to send money to Moldova quickly and easily using the recipient’s Moldovan phone number. Instead of entering long bank details, you can make a transfer by selecting Moldova, choosing the MIA Instant Payment option, and entering the recipient’s details.
The service is simple to use through the MoneyTO mobile app or website. Once the transfer is created and paid for, the money is usually sent instantly or within a very short period of time, depending on the receiving bank and any required checks.
Please make sure the recipient’s phone number and name are correct before confirming the transaction.
The service is simple to use through the MoneyTO mobile app or website. Once the transfer is created and paid for, the money is usually sent instantly or within a very short period of time, depending on the receiving bank and any required checks.
Please make sure the recipient’s phone number and name are correct before confirming the transaction.
Q: Can I cancel a transaction after it has been created?
A: Some transactions can be cancelled, but this depends on the status and type of the transfer.
A transaction can usually be cancelled only if it has not yet been paid out, credited to the recipient’s bank account, card, wallet, or processed by the payout partner. Once the money has been paid out or credited to the recipient, the transaction normally cannot be cancelled.
If you made a mistake or wish to cancel a transaction, please contact MoneyTO Customer Support as soon as possible. You may be asked to provide your transaction number, personal details, and the reason for the cancellation request.
MoneyTO will review the request and confirm whether cancellation is possible. If the transaction can be cancelled, the refund will normally be returned to the original payment method, subject to processing times and any applicable checks.
A transaction can usually be cancelled only if it has not yet been paid out, credited to the recipient’s bank account, card, wallet, or processed by the payout partner. Once the money has been paid out or credited to the recipient, the transaction normally cannot be cancelled.
If you made a mistake or wish to cancel a transaction, please contact MoneyTO Customer Support as soon as possible. You may be asked to provide your transaction number, personal details, and the reason for the cancellation request.
MoneyTO will review the request and confirm whether cancellation is possible. If the transaction can be cancelled, the refund will normally be returned to the original payment method, subject to processing times and any applicable checks.
Q: What types of transactions can I send to Moldova with MoneyTO?
A: MoneyTO offers different ways to send money to Moldova, depending on the service available at the time of transfer.
Available options may include:
- MIA Instant Payments by phone number — send money quickly to a recipient in Moldova using their Moldovan phone number.
- MIA Business Payments by IBAN — send payments directly to Moldovan companies using their IBAN.
- Bank account transfers — send money directly to a recipient’s bank account.
- Card transfers — send money to an eligible bank card.
- Cash pickup — where available, the recipient can collect money in cash from a payout location.
The available transfer options may depend on the recipient country, currency, payout partner, and technical availability. Before confirming your transfer, the MoneyTO app or website will show you the available options, fees, exchange rate, and estimated delivery time.
Available options may include:
- MIA Instant Payments by phone number — send money quickly to a recipient in Moldova using their Moldovan phone number.
- MIA Business Payments by IBAN — send payments directly to Moldovan companies using their IBAN.
- Bank account transfers — send money directly to a recipient’s bank account.
- Card transfers — send money to an eligible bank card.
- Cash pickup — where available, the recipient can collect money in cash from a payout location.
The available transfer options may depend on the recipient country, currency, payout partner, and technical availability. Before confirming your transfer, the MoneyTO app or website will show you the available options, fees, exchange rate, and estimated delivery time.
RECEIVING MONEY
Q: How soon will the recipient get the money?
A: A money transfer sent via Moneyto in most cases, is available to the recipient in cash as soon as the transaction is finalised on our website. On average, the delivery time of the transfer is from 5 minutes.
Q: Where can the recipient get the money?
A: Money sent via Moneyto using any VISA or Mastercard is immediately available for pickup in cash at any payout location. For a full list of locations, please visit: moneyto.co.uk/payout.
Q: What do I need to receive a transfer?
A: In order to receive a transfer at any payout location, the recipient must show the ID, tell the transfer number, amount of money, currency and full name of the sender.
Q: What are your hours of operation?
A: For the hours of operation of your nearest Moneyto office, please visit moneyto.co.uk/contacts.
For the hours of operation of our partners in other countries where you can pick up Moneyto transfers, please visit the Payout Locations section of our website.
For the hours of operation of our partners in other countries where you can pick up Moneyto transfers, please visit the Payout Locations section of our website.
Q: Why does Moneyto only pay in US dollars or Euros instead of national currency in certain countries?
A: Moneyto only pays in national currency in a limited number of countries. To find out about the choice of currencies in recipient’s country, please visit moneyto.co.uk, select recipient’s country and click the tab to the right of the Recipient Gets field. A pick up list will open, with the list of currencies available in the country you have selected. The list of available currencies is regularly supplemented.
Q: I did not find the answer to my question. How do I contact you?
A: Moneyto will be happy to provide support in your language. With any questions, please contact us by phone: +44 (0) 2032912628, email: [email protected] or via the official Moneyto Facebook page.
Q: How much money can I receive in the United Kingdom?
A: You can receive no more than £400 per calendar month.
MONEYTO ACCOUNT
Q: Why do I need a Moneyto account?
- Save their time when sending the transfers
- View the history of transactions and track their current status
- Use previous transfer as a template for sending a new one
- Check the status of the transfer
- Receive special offers from Moneyto
- View the history of transactions and track their current status
- Use previous transfer as a template for sending a new one
- Check the status of the transfer
- Receive special offers from Moneyto
Q: How do I access my account?
1. To log in to your account, click Account on our website or use the following link: account.moneyto.co.uk
2. Enter your phone number
3. Enter the confirmation code from the text message you receive on your phone
2. Enter your phone number
3. Enter the confirmation code from the text message you receive on your phone
Q: I can’t access my account.
A: No. Only you can use your account. Your friends and relatives need to create their own Moneyto accounts.
Q: How do I delete my profile?
A: You can request to delete your profile by filling out the Contact Us form and providing us with your profile details and a text for example "I request to delete my profile" or "I wish to delete my profile". Also, you can send a request to the email: [email protected] as well providing the details of the profile you want to be deleted. Another option is to request to delete the profile through Moneyto Mobile app, you need to log into your profile via the mobile app, then go to "Profile" and press the "Delete Profile" button.
This enables you to ask us to delete or remove personal data where there is no good reason for us to continue to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully, or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Please note that for compliance with UK law, we must retain your personal data for at least 5 years from your last successful transaction.
If this is the case then your profile will be frozen for the necessary period and the data will be deleted when the 5-year retention period expires.
This enables you to ask us to delete or remove personal data where there is no good reason for us to continue to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully, or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Please note that for compliance with UK law, we must retain your personal data for at least 5 years from your last successful transaction.
If this is the case then your profile will be frozen for the necessary period and the data will be deleted when the 5-year retention period expires.
Q: What are MoneyTO Customer Support operating hours?
A: MoneyTO Customer Support phone line operating hours are currently:
Monday – Thursday: 8:00 AM – 6:00 PM
Friday: 9:00 AM – 7:00 PM
Saturday: 10:00 AM – 6:00 PM
Sunday: Closed
These operating hours may be subject to change without prior notice. For the most up-to-date information, please check the Contact Us section of the MoneyTO website.
Customers can also contact us by email or through the contact form on our website. We will respond as soon as possible.
Monday – Thursday: 8:00 AM – 6:00 PM
Friday: 9:00 AM – 7:00 PM
Saturday: 10:00 AM – 6:00 PM
Sunday: Closed
These operating hours may be subject to change without prior notice. For the most up-to-date information, please check the Contact Us section of the MoneyTO website.
Customers can also contact us by email or through the contact form on our website. We will respond as soon as possible.
PAYMENTS, APP AND SECURITY
Q: Can I pay for my transfer using Google Pay or Apple Pay?
A: Yes. MoneyTO customers can pay for their transfers using Google Pay or Apple Pay where this payment option is available on their device.
Google Pay and Apple Pay make the payment process faster and more convenient, as you can use a card already saved in your digital wallet. When making a transfer, simply choose Google Pay or Apple Pay at the payment stage and confirm the payment on your device.
Availability may depend on your device, card issuer, browser, and the version of the MoneyTO mobile app or website you are using.
Google Pay and Apple Pay make the payment process faster and more convenient, as you can use a card already saved in your digital wallet. When making a transfer, simply choose Google Pay or Apple Pay at the payment stage and confirm the payment on your device.
Availability may depend on your device, card issuer, browser, and the version of the MoneyTO mobile app or website you are using.
Q: How do I update the MoneyTO mobile application?
A: Keeping your MoneyTO mobile app updated helps you access the latest features, security improvements, and service updates.
For Android devices:
1. Open Google Play Store on your phone.
2. Search for MoneyTO.
3. Tap Update if a new version is available.
4. Once the update is complete, open the app and log in as usual.
For iPhone devices:
1. Open the App Store on your iPhone.
2. Search for MoneyTO.
3. Tap Update if a new version is available.
4. Once the update is complete, open the app and log in as usual.
If you do not see the Update button, you may already have the latest version installed. You can also enable automatic updates in your phone settings.
For Android devices:
1. Open Google Play Store on your phone.
2. Search for MoneyTO.
3. Tap Update if a new version is available.
4. Once the update is complete, open the app and log in as usual.
For iPhone devices:
1. Open the App Store on your iPhone.
2. Search for MoneyTO.
3. Tap Update if a new version is available.
4. Once the update is complete, open the app and log in as usual.
If you do not see the Update button, you may already have the latest version installed. You can also enable automatic updates in your phone settings.
Q: How do I add a new payment card?
A: You can add a new payment card when paying for a transfer through the MoneyTO mobile app or website.
To add a new card in the MoneyTO app:
1. Log in to your MoneyTO account.
2. Create a new transfer.
3. At the payment stage, choose to pay by card.
4. Enter the details of the new card.
5. Confirm the payment securely.
To add a new card on the MoneyTO website:
1. Log in to your MoneyTO account.
2. Start a new transfer.
3. Select card payment at checkout.
4. Enter your new card details.
5. Complete the payment confirmation.
For security reasons, the payment card must normally belong to the registered MoneyTO customer. You should not use another person’s card to pay for your transfer.
To add a new card in the MoneyTO app:
1. Log in to your MoneyTO account.
2. Create a new transfer.
3. At the payment stage, choose to pay by card.
4. Enter the details of the new card.
5. Confirm the payment securely.
To add a new card on the MoneyTO website:
1. Log in to your MoneyTO account.
2. Start a new transfer.
3. Select card payment at checkout.
4. Enter your new card details.
5. Complete the payment confirmation.
For security reasons, the payment card must normally belong to the registered MoneyTO customer. You should not use another person’s card to pay for your transfer.
Q: How can I protect my personal data when using AI-powered technologies?
A: Customers should remain careful when using AI-powered tools, chatbots, websites, or mobile applications.
Never share your MoneyTO login details, password, one-time passcode, card details, identification documents, or personal financial information with any AI tool or unknown third party.
MoneyTO will never ask you to share your password or one-time verification code through an AI chatbot, social media message, or unofficial website.
Before following any financial instruction generated by an AI tool, always check that the information is correct and comes from an official and trusted source. Fraudsters may use AI-generated messages, fake websites, or realistic-looking conversations to try to obtain your personal data.
If you receive a suspicious message or believe your MoneyTO account may be at risk, please contact MoneyTO Customer Support immediately.
Never share your MoneyTO login details, password, one-time passcode, card details, identification documents, or personal financial information with any AI tool or unknown third party.
MoneyTO will never ask you to share your password or one-time verification code through an AI chatbot, social media message, or unofficial website.
Before following any financial instruction generated by an AI tool, always check that the information is correct and comes from an official and trusted source. Fraudsters may use AI-generated messages, fake websites, or realistic-looking conversations to try to obtain your personal data.
If you receive a suspicious message or believe your MoneyTO account may be at risk, please contact MoneyTO Customer Support immediately.