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Business Solutions FAQs

Agents - money transfer

How can I become a MoneyGram agent?

Contact us by telephone, email, or complete our online form right now.

What types of companies are MoneyGram agents?

To see what types of establishments provide the MoneyGram service, visit our agent locator.

Who can use MoneyGram Money Transfer?

Anyone who has a need to send money quickly with confidence can use the MoneyGram® money transfer service. Customers include business and leisure travelers, students and people away from home working to support family members.

Why should I offer the MoneyGram service?

MoneyGram will increase the flow of consumers into your location as well as provide a regular monthly commission on transactions processed.

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Agents - bill payment / ExpressPayment® service

Does MoneyGram guarantee the payment?

Yes, once payment is received, MoneyGram guarantees the payment to the biller.*

*Guarantee based on MoneyGram payment notification to the biller. Actual payment to biller based on contract terms.

How can my customers find an ExpressPayment location?

Customers can find any of MoneyGram's ExpressPayment agents by visiting our locator tool or by calling MoneyGram's
toll-free agent location number: (800) MONEYGRAM.

How do I access transaction reports?

MoneyGram has an online transaction management site, Payment Tracker.

How does the MoneyGram ExpressPayment service work?

Your customer pays cash at one of your more than 30,000 nationwide agent locations, including all Wal-Mart stores. MoneyGram guarantees the payment*, sends you real-time notification**, and credits your bank account daily via ACH deposit or wire.

*Guarantee based on MoneyGram payment notification to the biller. Actual payment to biller based on contract terms.
**Minimum transaction volume may be required.

Is there a way my company can generate revenue by using this service?

Depending on the transaction volume, revenue-generating opportunities are available to billers.

Once a customer is at a MoneyGram agent location, how do they make a payment?

Instruct your customer to bring the following information to the agent location:

  • Your company's name
  • Customer's account number
  • Cash for the payment amount and MoneyGram transaction fee
  • 4- or 5-digit receive code for your company (if available)

Bill payment processes can vary depending on the MoneyGram agent location. Your customer may need to fill out a blue MoneyGram Express Payment form, or pick up the MoneyGram phone to complete their transaction. Your customer will receive a receipt with a reference number confirming their payment and your company will receive payment notification in as little as 10 minutes*.

*Payment notification may be available in real time or within 10 minutes except Next-Day Service or 2-3 Day Service. All service levels subject to cutoff times which vary by biller, are in business days and do not include weekends or holidays. Actual payment posting time and availability determined by biller.

What are the costs to the biller?

Typically there are no costs to the biller and no equipment or setup charges.

What are the costs to the customer?

Billers choose the customer fee that is charged, which range from $0.00 to $9.95.

What kind of service is provided to the biller?

MoneyGram has dedicated account management team to help billers increase collection volume.

What payment methods are accepted?

Cash is accepted at all agent locations. Wal-Mart also accepts debit cards.

Who do I contact if I have an issue or question?

If you want to learn more about this service, contact MoneyGram Payment Services or call (800) 723-9777.  If you are an existing ExpressPayment client, call (800) 555-3133.

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Agents - bill payment / utility bill payment

Who do I call if my customer's MoneyGram Utility Bill Payment was posted to the wrong account?

Payments posted to an incorrect account number should be resolved with the customer's utility company. If a payment was made to an incorrect utility company, contact your Utility Bill Payment Client Service Specialist. If you are unfamiliar with your specialist, call (800) 729-8845.

Can I give a refund to my customer?

Refunds are available under rare circumstances. Contact your Utility Bill Payment Client Service Specialist to determine if a refund is possible for a particular payment. If you are unfamiliar with your specialist, call (800) 729-8845.

Who do I contact when one of my customers has a question on a Utility Bill Payment transaction?

Call (800) 729-8845 and select option 2. Customer Service Representatives are available 24 hours a day, 365 days a year.

Who do I contact when I have technical problems with my Utility Bill Payment equipment?

Call (800) 729-8845 and select option 5. Professional Agent Support Representatives are available 24 hours a day, 365 days a year.

Who do I contact when I have questions on my Utility Bill Payment account?

All MoneyGram International Agents have a designated Utility Bill Payment Client Service Specialist to answer detailed account questions. If you are unfamiliar with your Specialist, please call (800) 729-8845.

Who can I call to verify my customer's payment was posted to their account?

Once the payment has been made, please contact the customer's utility company to verify the payment was posted. If you already contacted your customer's utility company and they are unable to assist you, call us at (800) 729-8845.

If your customer received a disconnect notice, will MoneyGram Utility Bill Payment services stop service shut-off?

Immediate posting and shut-off prevention is unique for each utility company. Contact your customer's utility company to determine if using MoneyGram Utility Bill Payment services will prevent a service shut-off.

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Agents - money orders

Can I call MoneyGram to determine how much is being deducted from my account?

Yes, on the date following your cut-off you can verify the amount that will be deducted from your account by calling your account specialist at (800) 662-6310.

Can I cash a MoneyGram Money Order for my customer?

Yes. It is, however, important to note that MoneyGram Money Orders will not be paid if they have been forged, altered, stolen, counterfeited or previously refunded. Recourse for returned money orders is only against the endorser. This means that persons or businesses receiving a MoneyGram Money Order should accept it only from those known to them and against whom they have effective recourse.

If you are uncertain about cashing a MoneyGram Money Order, you may contact us at (800) 542-3590 and we will provide you with the current money order status. We cannot, however, guarantee final payment or amount.

Can I obtain a copy of my remittance report?

Yes, please contact your account specialist for copies of all remittance reports.

Can I place a stop payment on a MoneyGram Money Order?

Generally, no, as the money order may have already been cashed. However there may be limited circumstances in which we can attempt to restrict payment. Contact our Customer Service Center at (800) 542-3590 for more information.

Can I void a MoneyGram Money Order?

No, MoneyGram Money Orders cannot be voided. Agents with an unused money order can deposit it in their store account or, if it is damaged, mail it to MoneyGram for a refund. Refund requests should be sent to:

MoneyGram International
Attn: MIN-0023 Live Voids
1550 Utica Avenue South, Suite 100

Minneapolis, MN 55416


How often do I need to change the ribbon?

Please be sure and check the quality of the printing on the money orders as you sell them. It is important to be able to clearly read the amount printed for accurate processing of the money order. Replacement ribbons are available for no extra charge by calling Technical Support at (800) 654-5920.

Who do I contact when one of my customers has a question on a MoneyGram Money Order?

Contact our Customer Service Center at (800) 542-3590. Customer service representatives are available Monday - Friday from 7 a.m. - 8 p.m. CST and from 8 a.m. - 5 p.m. CST on Saturday. Automated money order status information is available 24 hours a day, 365 days a year through this customer service line.

Who do I contact when I encounter technical problems with my Money Order dispensing technology?

Contact our Technical Support Center at (800) 654-5920. Agent support representatives are available 24 hours a day, 365 days a year.

Who do I contact when I have questions on my MoneyGram account?

All MoneyGram agents have a designated account specialist to answer detailed account questions. If you are unfamiliar with your account specialist, you may contact (800) 662-6310 for support.

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Payment services - paper payments / official check

What reports are available to help me manage my business?

    • Positive Pay Report - Shows a cumulative list of checks that have cleared MoneyGram International without being reported sold.
    • Daily and Weekly Adjustment Report - Identifies daily reconciliation differences.
    • Customer Balance Report - Provides total settlement, clearing, and adjustment dollars, and is available in a daily or weekly format.
    • Client Analysis Statement - Provides balance and earnings information.
    • Daily Stop Payment Report - Shows a snapshot of all stops placed the previous business day.

Customer Service Center

How do I reach your Customer Service Center?

A member of our customer service team can be contacted by calling (800) 323-6873. Our hours of operation are 7:00 a.m.-7:00 p.m. CST, Monday-Friday and from 9:00 a.m.-1:00 p.m. CST on Saturday. Our automated system is available Monday-Friday from 6:00 a.m.-10:00 p.m. CST and from 7:00 a.m.-5:00 p.m. CST on Saturday.

What services are provided by your Customer Service Center?

A MoneyGram customer service professional can assist you with:

  • Status
  • Voids
  • Stop payments
  • Clearing information
  • Photocopy requests


For your convenience, many of these services are also offered through our automated system (800) 323-6873 or at https://primelink.temgweb.com for our internet subscribers. For added security, MoneyGram International provides each financial institution with the opportunity to establish PIN numbers and/or grant privileges to designated staff members for each of the services we provide.

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Payment services - paper payments / financial institution money orders

Reference information

Will a money order clear for an amount that exceeds our money order limit?
All items issued for an amount that exceeds the authorized limit will be the responsibility of the financial institution if the item clears. MoneyGram will assist you by attempting to flag and return the item prior to clearing. Please contact our Customer Service Center at (800) 323-6873 for assistance. This is not a guaranteed stop. Placing a flag will not ensure a returned item.

How often do I need to change the ribbon?
Please be sure and check the quality of the printing on the money orders as you sell them. It is important to be able to clearly read the amount printed for accurate processing of the money order. If using a MoneyGram money order dispenser, replacement ribbons are available for no extra charge by calling Technical Support at MoneyGram: (800) 654-5920.

Remittance information

Can I call MoneyGram International to determine how much is being deducted from my account?
Yes, on the date following your cut-off you can verify the amount that will be deducted from your account by calling your account specialist at (800) 323-6873.

Can I obtain a copy of my remittance report?
Yes. Please contact your account specialist for copies of all remittance reports.

I phoned in the incorrect remittance amount, can this be corrected?
Yes. On the day the error was made you may contact our Customer Service Center at (800) 323-6873 for assistance. The error can be deleted and the revised amount can be entered. Your account specialist will need to be contacted for errors discovered more than one day after entry.

Stop Payments and Voids

Can I place a stop payment on a MoneyGram Money Order?
Generally, no, as the money order may have already been cashed.  However there may be limited circumstances in which we can attempt to restrict payment.  Contact our Customer Service Center at (800) 542-3590 for more information.

Can I void a MoneyGram Money Order?
MoneyGram Money Orders cannot be voided. A financial institution possessing an unused money order can deposit it in their account or, if it is damaged, mail it to MoneyGram for a refund. Refund requests should be sent to:

MoneyGram International
Attn: MIN-0023 Live Voids
1550 Utica Avenue South, Suite 100
Minneapolis, MN 55416



Who to contact for support

Who should my customers contact with questions on a MoneyGram Financial Institution Money Order?
Please contact our Customer Service Center at (800) 542-3590. Our Customer Service Representatives are available Monday-Friday from 7:00 a.m.-8:00 p.m. CST and from 8:00 a.m.-5:00 p.m. CST on Saturday. Automated service is available 24 hours a day, 365 days a year.

Who do I contact when I encounter technical problems with my money order dispensing technology?
Please contact our Technical Support Center at (800) 654-5920. Our agent support representatives are available 24 hours a day, 365 days a year.

Who do I contact when I have questions on my MoneyGram account?
All financial institutions have a designated account specialist to answer detailed account questions. To reach your account specialist, please call (800) 323-6873.

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Payment services - walk-in payments / utility bill payment

Agent leads

How would I handle a merchant that wants to become a bill payment agent?

Contact your Account Relations Manager with any suggestions for additional agent locations.

How to become a Bill Payment Utility

How can I get information on MoneyGram Bill Payment services?

Call (800) 555-3133 (x8784).

Servicing options

When do payments post?
The following options are available:

  • Real time processing - immediate payment notification. The system directly provides real time data direct to the client.
  • Daily batch files - receipt of payments within 24 hours.


What types of file edits are available?

  • Standard check digit edits
  • Custom edits
  • Positive identification - verifies account numbers to a database provided by the utility


Are check payments accepted?
Check acceptance depends on the relationship with the utility company. Some agent locations accept check payments, while others do not.

Who to contact for support

Who do I call if there are questions?

Please contact your Account Relations Manager.  An Account Relations Manager is assigned to each utility client.

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Payment Services - walk-in payments / ExpressPayment® service

Does MoneyGram guarantee the payment?

Yes, once payment is received, MoneyGram guarantees the payment to the biller.

How do my customers find an ExpressPayment location?

Customers can find any of MoneyGram's ExpressPayment agents by visiting our locator tool or by calling MoneyGram's
toll-free agent location number: (800) MONEYGRAM.

How do I access transaction reports?

MoneyGram has an online transaction management site, Payment Tracker.

How does the MoneyGram ExpressPayment service work?

Your customer pays cash at one of our more than 30,000 nationwide agent locations, including all Wal-Mart stores. MoneyGram guarantees the payment*, sends you real-time notification**, and credits your bank account daily via ACH deposit or wire.

*Guarantee based on MoneyGram payment notification to the biller. Actual payment to biller based on contract terms.
**Minimum transaction volume may be required.

Is there a way my company can generate revenue by using this service?

Depending on the transaction volume, revenue-generating opportunities are available to billers.

Once a customer is at a MoneyGram agent location, how do they make a payment?

Instruct your customer to bring the following information to the agent location:

  • Your company's name
  • Customer's account number
  • Cash for the payment amount and MoneyGram transaction fee
  • 4- or 5-digit receive code for your company (if available)

Bill payment processes can vary depending on the MoneyGram agent location. Your customer may need to fill out a blue MoneyGram ExpressPayment form, or pick up the MoneyGram phone to complete their transaction. Your customer will receive a receipt with a reference number confirming their payment and your company will receive payment notification within 10 minutes*.

*Payment notification may be available in real time or within 10 minutes except Next-Day Service or 2-3 Day Service. All service levels subject to cutoff times which vary by biller, are in business days and do not include weekends or holidays. Actual payment posting time and availability determined by biller.

What are the costs to the biller?

Typically there are no costs to the biller and no equipment or setup charges.

What are the costs to the customer?

Billers choose the customer fee that is charged, which range from $0.00 to $9.95.

What kind of service is provided to the biller?

MoneyGram has dedicated account management team to help billers increase collection volume.

What payment methods are accepted?

Cash is accepted at all agent locations. Wal-Mart also accepts debit cards.

Who do I contact if I have an issue or question?

If you are interested to learn more about this service, contact MoneyGram Payment Services or call (800) 723-9777.  If you are an existing ExpressPayment client, call (800) 555-3133.

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Payment services - Walk-in payments / cash payout service

What do I need to get started?

MoneyGram will provide the software to get started. This software can be loaded to a personal computer or network. All updates are Web-based.

How does the service work?

1. Your company initiates payment:
Our easy-to-use software enables your authorized sender to quickly and conveniently disburse payments from your location.

2. Your designated recipient picks up funds in person:
Your designated recipient may pick up funds within minutes at one of our worldwide agent locations.*

3. Your account is debited:
Your account is debited the following business day after the transaction has been completed.


How much does it cost?

Pricing is based on your potential send volume. To find out more, speak with a sales associate.

Where can recipients pick up funds?

Recipients can pick up funds at any agent location across more than 200 countries and territories.

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