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.

Back to Top

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.

Back to Top

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.

Back to Top

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 our Customer Service Center at (800) 542-3590.

Can I cash a MoneyGram Money Order for my customer?

Yes, however, it is 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?

Yes, in limited circumstances, an agent can request a stop 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: Money Order Adjustments
1550 Utica Avenue South, MS GO1 0023 Minneapolis, MN 55416

How do I load a Delta® Money Order Dispenser?

Follow the below steps:

  • Unlock printer cover and remove money orders. (Use the black wheel located on the right-hand side of printer to back the money order out).
  • Write down the entire red serial number, including the number in the square, of the first money order (this should be the one with the lowest serial number) and of the last money order (this should be the one with "last form" printed on it).
  • Place money orders in the printer. Make sure that the back of the beginning money order is facing you while in the "load forms here" slot.
  • Press "load forms" button on keypad (F6).
  • Press "yes" (F1).
  • Enter your PIN and press "enter" (F8).
  • Enter the beginning serial number that you wrote down and press "enter" (F8).
  • Enter the last serial number that you wrote down and press "enter" (F8).
  • While holding the beginning money order in the "load forms here" slot, press the "load" button on the printer. The money order should automatically move up and down when loaded correctly.
  • Place the cover back on the printer, lock printer and remove key.
  • Enter the last four digits of the beginning serial number and press "enter" (F8). All steps must be completed within 45 seconds or the system will time out and you will need to start the process over.

How do I load a Delta Network® Money Order Dispenser?

Follow the below steps:

  • Unlock printer cover and remove money orders completely. (Use the black wheel located on the right-hand side of printer to back the money order out).
  • Write down the entire red serial number, including the number in the square, of the first money order to be used (this should be the one with the lowest serial number) and of the last money order (this should be the one with "last form" printed on it).
  • Place money orders in the printer. Make sure that the back of the beginning money order is facing you while in the "load forms here" slot.
  • Press "other functions" (F6).
  • Press "load" button on keypad (F1).
  • Press "yes" (F1).
  • Select dispenser, if required.
  • Enter your PIN and press "enter" (F8).
  • Enter the beginning serial number that you wrote down and press "enter" (F8).
  • Enter the last serial number that you wrote down and press "enter" (F8).
  • While holding the beginning money order in the "Load forms here" slot, press the "load" button on the printer. The money order should automatically move up and down when loaded correctly.
  • Place the cover back on the printer, lock printer and remove key.
  • Enter the last four digits of the beginning serial number and press ENTER (F8). All steps must be completed within 45 seconds or the system will time out and you will need to start the process over.

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.

Is this MoneyGram Money Order Safe-To-Cash?

MoneyGram offers our agents a Safe-To-Cash program that guarantees payment on our money orders when properly followed. To apply for this program, please contact your account specialist.

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 POS Agent 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) 257-8418 for support.

Back to Top

Payment services - electronic payments

What type of ACH transactions are supported?

  • One-time ACH payments
  • Automated recurring payments (PPD)
    • Daily, weekly (day of week), bi-weekly, monthly (date),
  • Batch ACH
  • Pre-arranged deposits
  • Pre-arranged payments

Will MoneyGram accept files from third parties?

MoneyGram can accept files securely from other systems and can support conversion of custom files from other systems.

How can MoneyGram help with risk and compliance?

MoneyGram can provide underwriting tools to help assess risk and remain in compliance. Our ACH-trained professionals can provide operational support and training. Additionally, our ACH processing program includes options available to mitigate and monitor risk:

  • Limits
  • Delayed and Net Settlement
  • Reserves
  • Returns and Exposure Reporting

Are these payments guaranteed?

ACH payments are not guaranteed because they can be returned by the bank for fraud, NSF, unauthorized user, etc. However, since the transaction is to pay a bill and the client has a relationship with the customer, the risk is generally low.

What validation services does MoneyGram offer?

There are two validation services that MoneyGram offers. Our standard offering included with Payment Station services validates the bank routing number and meets NACHA requirements. An additional option is offered that can give an account "positive", "negative", or "not found" status.

For more information, contact MoneyGram Payment Services or call (800) 723-9777.

IVR Payments - Can a fee be charged?

Yes, our systems allow for a convenience fee.

Does MoneyGram record all calls?

Yes. Per NACHA rules, MoneyGram records and stores all calls for a minimum of 2 years. We can retrieve recordings as needed for proof of authorization.

How are customers verified in the system?

When a customer enters the IVR, they must authenticate themselves using two pieces of information that have been provided by the business to MoneyGram. If the two pieces of information do not match, the customer is not allowed to make a payment.

How much does it cost for an IVR payment?

Cost per transaction is based on a multitude of factors including types of transactions originated and potential monthly volume.

For more information, contact MoneyGram Payment Services or call (800) 723-9777.

Phone payments - Can a fee be charged?

Yes, our systems allow for a convenience fee and can even waive fees with the use of promotional codes.

How do customer service representatives (CSRs) verify the bank information?

While on the phone with the customer, CSRs can verify the name of the financial institution associated with the routing number provided.

What are the rules with a phone payment?

The company collecting the payment must have done business with the customer within the last 24 months. If calls are not recorded, written confirmation must be provided and post-marked prior to the date the transaction posts to the customer's account.

Will an e-mail work for the written confirmation?

Yes. Our systems provide the ability to notify the customer via email.

How much does it cost for a phone payment?

Cost per transaction is based on a multitude of factors including types of transactions originated and potential monthly volume.

For more information, contact MoneyGram Payment Services or call (800) 723-9777.

Can a fee be charged for a Web payment?

Yes, our systems allow for a convenience fee and can even waive fees with the use of promotional codes.

How can screenshots be obtained for proof of authorization?

MoneyGram can recreate the necessary screenshots based on information saved in the database.

How are customers verified in the system?

When entering the site for the first time, a customer will be asked to create a User ID and password based on credentials from the business' database. If the customer is not recognized by the database, he or she will not be allowed to create a User ID.

How much does it cost for a Web payment?

Cost per transaction is based on a multitude of factors including types of transactions originated and potential monthly volume.

For more information, contact MoneyGram Payment Services or call (800) 723-9777.

Back to Top

Payment services - paper payments / official check (PrimeLink)

How do I adjust for differences in my daily settlement?

There are several types of adjustments that are made including stop payment adjustments, void adjustments, settlement differences, etc. Make the appropriate adjustment to your settlement and then provide your Account Specialist with the adjustment detail using the Transmittal Form.

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.

Internet access (services)

Do you offer imaging services on the internet?

MoneyGram International offers internet imaging service requests Monday-Friday from 6:00 a.m.-10:00 p.m. CST and on Saturdays from 7:00 a.m. -1:00 p.m. CST. Please contact an Account Specialist to obtain more information.

Is there an age limitation on items I can search through the Internet?

There is no age limit for checking the status of an item.

Can I find an item if I only have the serial number? If it is outstanding, will it tell me the dollar amount?

The item status can be found with only the serial number. If it is outstanding the dollar amount will be provided.

Internet access (technical information)

Who do I contact if I'm having trouble with the Web site?

For connectivity or system response issues, please contact our Electronic Services Help Desk at (800) 235-6403, option 1 and then 2.

How do I set up a new "Texport" user for my financial institution?

You will find complete instructions, including illustrations for adding a new "Texport" user, beginning on page 3 of the "TEXPORT ELECTRONIC REPORTING APPLICATION, USER ADMINISTRATOR SUPPLEMENT."

I seemed to have some type of error using "Texport" on the internet to send my "Issued Items." Did MoneyGram International receive my file?

You will need to check the "Reports" section of the "Texport" internet application to see if there is a report with the current date in which the items were keyed. That report should also match the dollar amount and number of items keyed. If there is no report, you will need to re-key the items in "Texport." You will find complete instructions, including illustrations, on how to find a report beginning on page 13 of the "TEXPORT ELECTRONIC REPORTING APPLICATION, DIRECT BROWSER VERSION."

Photocopy services

How can I obtain a photocopy of an Official Check?

MoneyGram imaging technology assures that you receive high quality photocopies by fax or mail. You may submit your request for a photocopy by calling (800) 323-6873 and entering your request through our automated system or by speaking to one of our Customer Service Representatives. If you subscribe to MoneyGram internet service https://primelink.temgweb.com, you may request your photocopies directly online.

What is the turnaround time for a photocopy request? If I do not receive it, who should I contact?

MoneyGram will process your photocopy requests within four hours of receipt. If you do not receive your photocopy, please contact a Customer Service Representative at (800) 323-6873

Back to Top

Payment services - paper payments / financial institution money orders

Cashing a MoneyGram Money Order

Is this MoneyGram Money Order Safe-To-Cash?
MoneyGram offers our financial institution customers a Safe-To-Cash program that when properly followed guarantees payment on our money orders. To apply for this program please contact your account specialist. To reach your account specialist, please call (800) 257-8418.

Reference information

Will a money order clear for an amount that exceeds our money order limit? (i.e. Exceeds the "DO NOT PAY OVER" amount)
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. 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 a financial institution can verify the amount that will be deducted from your account.

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. To reach your Account Specialist, please call (800) 257-8418.

Stop Payments and Voids

Can I place a stop payment on a MoneyGram Money Order?
In limited circumstances, a financial institution can request that a stop payment be placed on a MoneyGram Money Order. Please contact our Customer Service Center at (800) 323-6873 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
Claim Card Requests
Box 610
Minneapolis, MN 55480-0610

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 POS Agent 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) 257-8418.

Back to Top

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.

Back to Top

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.

Back to Top

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.

Back to Top