Frequently Asked Questions

Go to Estimate Fees on MoneyGram's transactional site to estimate transfer costs and see current exchange rate.

There are two ways to track the status of your transfer in Brazil:

• If you have an online profile, log in and view your Transaction History.
• If you don't have an online profile, enter your reference/authorization number and your last name on our Track & Receive tool, from MoneyGram's  home page.

For your protection, we have a variety of rules in place to limit how much money and how many transfers you can complete on a daily, weekly, monthly and yearly basis from Brazil.

These limits aren't always the same. They fluctuate based on market trends, security needs and current laws and regulations, so the list of limits isn't available for customers.

However, if you ever receive a limit error when you're trying to send money, you can contact our customer care team for further assistance.

There are more than 200 countries and territories you can send to using MoneyGram. To see which countries you can send to, simply start sending money or estimating fees.

MoneyGram fees vary depending on the sending and receiving agency and the amount sent. Use our calculator tool to calculate the transaction fees.

Many transfers to bank accounts from Brazil are completed within a few hours. Timing of funds availability in your receiver's account varies depending on destination country and is subject to banking hours and systems availability, good funds availability, approval by MoneyGram's verification systems and local laws and regulations; banking business hours typically exclude weekends/holidays. See the table below for more details. Available in select countries.

Money sent from MoneyGram in Brazil is typically ready for cash pickup within minutes after the transfer has been sent successfully. Regardless of the payment method used, timing is subject to operating hours, the destination country, availability, local laws and regulations and compliance requirements.

You can pay for online transfers using a credit or debit card (Visa or MasterCard). Card issuer cash advance fee and associated interest charges may apply when you use a credit card.

For security reasons, many agent locations will not pay out a transfer in Brazil if the name on the receiver's identification does not match exactly. Please confirm your receiver's name as it appears on their ID. If your receiver is still having this problem, please contact us.

This service is currently not available. You can send money online or in person at a MoneyGram agent location in Brazil.

Due to certain regulatory requirements MoneyGram is subject to, your profile may be required to be retained for a certain period of time. To submit a profile deletion request, please click here. 

Log into your online profile from the Brazil MoneyGram website. Then, select "View Profile Info", and click the edit icon next to your password.

Select the 'Forgot Password' link on the log in screen from the Brazil MoneyGram website. From here, follow the instructions to reset your password. You will be asked to request a one-time security code which will be emailed to you. The one-time security code will allow you to reset your password.

To unlock your online profile, click or tap log in on our website or app. Then, select "Forgot Password?" toward the bottom of the screen. You'll be prompted to enter the email address associated with your profile. Then, check your inbox for instructions on how to reset your password.

Log in to your online profile. If your transaction is in progress, you will see it on the 'My Account' page, along with a link to 'view all.' If you do NOT have transactions in progress displaying on the 'My Account' page, then select 'Transaction History'.

Log into your online profile and select 'View Profile Info.'

Log into your MoneyGram online profile. Then, select 'View Profile Info', and click the edit icon next to your payment methods.

Log into your online profile. Then, select 'View Profile Info', and click the edit icon next to your personal information.

Check with your MoneyGram agent to verify the country you're sending money to allows money to be received in more than one currency.  

1.    Make sure they have the correct Reference/Confirmation Number.¹

2.    Verify your Receiver has a valid photo identification (ID), and that the name on the ID matches the name you provided when sending the money.²  

¹Please note, your name on the transfer record must exactly match your name as it appears on your official ID.

²Requirements may vary by country and agent. Please ask your local MoneyGram agent for details about their process and procedures. For further assistance, contact us by completing the contact form on this site.

There are multiple ways to cancel a money transfer:

• If you sent the transaction online from the the Brazil website, and you have a profile, log in to your profile and find the transaction in your transaction history. There is an option to cancel it on the Transaction Details page.

• If you cancel the money transfer online or via phone, MoneyGram will transmit the credit to the card issuer within 10 business days but it could take the funds longer to appear on your credit/debit card or bank account.
• If you cancel the money transfer at the agent location in Brazil, where you sent the money transfer, you will receive the refund in cash.  
• Transactions cannot be canceled and refunded if the funds have been collected by the receiver or already deposited into a receiver's account.  

If you cancel within 30 minutes of payment, you will be issued a full refund. For cancellations made after 30 minutes and up to 180 days, you will be issued a refund for the send amount only, excluding fees.

MoneyGram offers different ways to receive money around the world. The country you are sending to may have only some of these options available.

Cash Pick up:

Cash can be picked up at any Brazil MoneyGram agent location. The money is typically ready for pick up in as little as 10 minutes after the transfer is submitted subject to agent operating hours, and compliance with regulatory requirements. Available in all countries.

Account Deposit:

You can send money directly to your receiver's bank account. Many send to account transfers complete within a few hours. Timing of funds availability in your receiver's account varies depending on country and is subject to banking hours and systems availability, good funds availability, approval by the MoneyGram verification systems and local laws and regulations; banking business typically excludes weekends/holidays. See the table below for more details. Available in select countries.

Send to Card:

You can send money directly to your receiver's debit card. The money is sent to the card, typically within minutes after the transfer is submitted and successfully processed; subject to agent and system availability. Available in select countries.

Mobile Wallets:

You can send money directly to your receiver's mobile wallet account. The money is reliably sent to the account typically within minutes after the transfer is submitted and successfully processed. Credit will be applied to the receiver's mobile wallet account associated with the mobile number specified by the sender. Transfers to mobile wallets are available at selected MoneyGram agent locations. Additional conditions may apply, please refer to the mobile wallet service terms and conditions. Available in select countries.

Home Delivery:

You can send money to be delivered in person to the receiver's home address. The money will be delivered by a local MoneyGram agent, subject to agent operating hours and compliance with regulatory requirements. Available in select countries.

When picking up cash Brazil you will need the Reference Number for the transaction along with a valid photo ID. The person who sent you money should have the Reference Number. Some countries also require a valid proof of address when an ID does not contain an address.

Go to our Find a Location tool on the Brazil website to search for MoneyGram agent locations worldwide.

For certain countries, MoneyGram allows the sender to choose the currency in which the receiver can receive money. This option will appear when you are sending money or estimating fees. Payout in a choice of currencies is available only at select receive locations and is subject to availability of that currency at time of collection.

The most common reasons for being denied funds are:

• The transaction has not yet been processed. Visit the Track a Transfer tool to find out the status of a transfer.
• You did not have sufficient identification.
• You did not visit a MoneyGram agent location. Find a Location in Brazil.

No. MoneyGram will never send you an unsolicited email asking for your personal or financial information. You should only submit this information if you are logged into your MoneyGram online profile at moneygram.com, within Brazil. The safest way to do this is to type the URL into your browser rather than clicking on a link embedded in an unsolicited email.

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

Please call MoneyGram Customer Service in Brazil at 0800 892 0540

To learn more about how to protect yourself from fraud in Brazil, visit our Consumer Protection page.

We authenticate your identity to ensure your personal and financial safety and to prevent fraud.

Phishing is a type of online fraud designed to steal your personal information such as user names, passwords, credit card details or secret questions and answers on a fake MoneyGram website. Phishing is typically carried out by e-mail and is disguised to appear as a legitimate e-mail from MoneyGram. Links in these emails direct you to a fake website that looks like the legitimate MoneyGram online site.

The best way to prevent becoming a victim of phishing is to be aware of common scams. Also, remember to carefully review messages you receive to see if it is a phishing scam. Are words misspelled (English is often a second language for phishers, so misspellings and poor grammar can be key indicators) and do links within the email really take you to the correct site?.

And, by following the notion that if something seems too good to be true, it likely is.

Here are some things to look for in a phishing e-mail:

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

If you're suspicious that you have received a phishing email, don't second guess yourself - please report it so we can investigate.

If you're having technical issues, browser issues or are getting an error message while using our the Brazil website, try the following:

• Use a supported browser, including Chrome, Edge, Firefox and Safari. If you're already using one of these and are still having trouble, try a different one from the list.
• Open our website in a private or incognito window. (Learn how in the How do I use a private or incognito window? question below.)
• Clear your cookies. (Learn how in the How do I clear my cookies? question below.)
• Open our website on another device or wireless network (if available).
• Use our mobile app instead. (Download it on the App Store or Google Play.)

If you've tried all the steps above and are still having trouble, send a summary and a screenshot of the issue to MGOEscalations@moneygram.com. And in the meantime, you can send money in-store. 

Scroll down to find your browser and follow the relevant instructions below:  

• Chrome
  • At the top right of your browser window, click More
  • Select Settings and Clear Browsing Data
  • Select All time to delete all the cookies
  • Under the Cookies section, click Cookies and site data
  • Click Clear Data
• Firefox
  • Click the menu button and select Options
  • Click Privacy & Security
  • Under the Cookies and Site Data section, click Clear Data
  • Select Cookies and Site Data
  • Click the Clear button
• Safari
  • Click Preferences
  • Click Privacy and Details (all cookies should display)
  • Click Remove All
• Edge
  • Click the Menu (...) icon
  • Select Settings
  • Select Privacy, search, and services
  • Scroll down to Clear browsing data, click Choose what to clear
  • Change the Time range at the top to All Time and check the boxes next to Cookies and other site data and Cached images and files. Then, click Clear now.

Scroll down to find your browser and operating system and follow the relevant instructions below:

• Chrome (Android)
  • Tap More and select Settings
  • Tap Privacy and Clear Browsing Data
  • Choose the time range, i.e., Last hour or All time
  • Check the Cookies, Media Licenses and Site Data boxes
  • Tap Clear Data and Clear
• Chrome (iOS)
  • At the bottom right, click More and select Settings
  • Tap Privacy and Clear Browsing Data
  • Check the Cookies and Site Data boxes
  • Tap Clear Browsing Data and Clear Browsing Data
  • Tap Done
• Safari (iOS)
  • In your phone's settings, tap Safari
  • Tap Advanced and Website Data
  • Select Remove All Website Data
  • Tap Confirm

Scroll down to find your browser and follow the relevant instructions below:

• Chrome
  • At the top right of your browser window, click More and select New Incognito Window
  • A new window will appear with the Incognito icon in the top corner
• Firefox
  • Click the menu button
  • Click New Private Window
  • The Private Browsing homepage will open in a new window
• Safari
  • At the top of your browser window, click File and select New Private Window
  • A new window will appear with a dark Smart Search field and white text
• Edge
  • Click the Menu (...) icon in the upper-right corner
  • Select New InPrivate window
  • A new 'InPrivate browsing' window will appear with a dark background and white text