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 Sunday!

Contact us by phone, email, chat or via our social networks, whichever you like!
Monday – Saturday: 09h00 – 22h00
Sunday: 12:00 pm – 8:00 pm

Phone

951 01 55 01

Smile Account queries

[email protected]

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 pages.

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 951 01 55 01.

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.

SECURITY

Moneytrans is an officially regulated financial institution in Belgium, Spain 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 is really easy! Here’s how to do it:
A Smile point of sale is a physical shop that has been officially authorised by Moneytrans to offer, sell and manage the Smile Account in Spain.  At Smile points of sale, you can open your Smile Account, operate with your card and your account, withdraw money, make deposits, make transfers and all the services offered by the Smile Account.    Some Smile points can be found in shops such as: Call shops, cigarette shops, newspaper, gift shops and many more! 

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 of 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.

Deposit of money

To open your Smile Account you have to be registered on our website. In addition to your personal details, we need you to attach a photo of your identity document and proof of your address. And that’s it! At Moneytrans we make things easy for you. To find out how to do it, click here

If you’ve already registered, you don’t need to do this! Simply start a session and apply for your Smile Account in your personal area.

The set-up fee is the price you pay to have a Smile account and a Mastercard debit card in your name, but with Moneytrans, the payment of this fee is completely FREE.    The maintenance fee is the price that you will have to pay periodically every year for the maintenance of the account and the card, and all the services associated with the account. At Moneytrans we offer you two payment models so that you can choose the one you feel most comfortable with.  

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 12% of the price. You can open your Smile Account, make a one-off payment of €20 and forget about monthly charges until the following year.   

Monthly Plan: 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 €1.90.  

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.

Both your monthly and annual fees will be automatically deducted from your Smile Account balance. 
In the case of the annual plan, as it is a one-off payment, it will be made when you open your Smile Account. And you will not be charged again until the following year.    In the case of the monthly plan, the first monthly payment will be made when you open your Smile Account, and for the rest of the monthly payments, you will be charged on the 5th of each month. 
Yes, you can. After 12 months and you have completed your initial plan when you opened your account, you will be able to change to another plan if you prefer. 
In this case, you will have to wait until your next contract end date. When your contract end date is approaching, you will receive a notification to sign up, and you will be able to access your private area to manually change the plan on your account. 
If you have any doubts about which plan is best for you or any other queries about the Smile Account, you can speak to our advisors by calling 951 01 55 01, write an email to [email protected] or connect online with our multi-language customer service team in the live chat on the website by clicking on the icon in the bottom right-hand corner. 
Of course! As long as you are up to date with your monthly or annual fees, you can cancel your account in your private area. 

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.

Activation Debit Mastercard

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: www.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.

The only way to check your balance is by creating an Moneytrans user account. If you have any difficulties in doing so, please do not hesitate to contact our Customer Service team.

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.

Deposit money

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.

If you do not have enough money in your Smile account balance, and after 4 months we have not been able to collect the monthly instalments, the account will be automatically blocked and then permanently closed. 

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 Saturday day from 9.00am to 22.00pm and Monday from 12.00pm to 20.00pm by phone on 951 01 55 01 or by email: [email protected]

¿Un banco, un proveedor de Internet, un gimnasio, etc., no acepta tu IBAN e insiste en que necesitas una "cuenta bancaria local"? Aunque parezca legítimo, es ilegal. Se llama discriminación por el IBAN y va en contra de la ley.

Denuncia tu caso de discriminación por IBAN y nosotros lo transmitiremos a las autoridades competentes, ahorrándote las molestias.

Estamos aquí para poner fin a esto.

If your account is still in "suspended" status, you only need to pay the outstanding fees and your account will be activated the next day. If your account has been cancelled, you will need to contact our Customer Service team to find the best solution. 
You can go to one of the more than 1,000 Smile points of sale that Moneytrans has made available to you. Find them here.    If you don't have a location near you, don't worry as we will soon be notifying you of new online ways to make deposits to your account. 

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.

3D Secure Compte Smile

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?

Calle Puerta del Mar, 18, 8ª y 9ªD, 29005 Málaga (Spain)