Frequently Asked Questions | Intermex Wire Transfer

FAQs

How do I use the service?

To use the service you need to register and create an account by filling in the requested information: specifically your name, address, phone number, country of birth and date of birth. Also, you will be requested to provide the amount, delivery type (pick up or bank deposit), payout network or location, recipient information and payment method.

How do I send money online with Intermex?

Returning Users

Just login to your account. Once you’ve entered the required information. You can select to send money to the recipients you have on file or you can add a new recipient. Your previous recipients and prior payment methods are stored for your convenience.

New Users

All first time users are required to register – a process that will make sending future transactions easy!

First, determine how much money you’d like to send, which country you would like to send to. Then use our price calculator to calculate the exchange rate and payment method price for a total transaction cost.

Next, select how you’d like your money to be delivered. Your delivery options include transferring funds to your recipient’s bank account, a cash pick up at one of our more than 55,000+ agent locations in select countries where this service is available.

Then enter your recipient’s information. You will need their first and last name as displayed on their government-issued ID.

Lastly, enter your payment information.

You can pay for your transaction using your bank account, debit card or credit card. Please note that when using a credit card, your credit card company may charge you additional fees.

Where can I send money to?

Our global network includes more than 55,000+ agent locations throughout Central America, South America & the Caribbean. We process millions of money transfers each month both online and through our agent locations. For an extensive list of send and payout locations, please visit our payers location page.

How much money can I send?

You can send up to $2,999.00 per money transfer. If you would like to send more than this, we ask that you visit one of our agent locations to provide additional information including an ID and other necessary documentation that will help us ensure a safe and secure transfer in Compliance with BSA.

What information do I need?

You will be required to Register for a free account online. During this process we will request your name, address, email address, mobile phone number, country of birth and date of birth. We use this information to verify your identity and prevent fraudulent transactions. Your information is stored safely and is not shared.

Intermex holds licenses and operates in 49 US states and 2 territories. The only state that Intermex is not currently licensed to operate in is Hawaii.

SENDING & RECEIVING MONEY

During what hours is the service available?

Online money transfers are available 24 hour a day. In person locations availability depends on the agent’s opening hours. You can check the hours of operation using our agent locator.

How long does it take to send money?

Intermex is committed to deliver the funds to your beneficiary as fast as possible and most of the transfers are available in minutes. However, this can vary by country, the Payer you selected, and the payment method you selected. At the end of your transaction you will be provided with the specific time window in which the funds will be available for pick up. Most wires are available 20 minutes after the wire has been completed. Funds delivery can be delayed if additional information is required to insure security or if the processing of the payment was delayed by your bank or card issuer. The payment can also be delayed because of holidays or opening hours in the payer location.

When receiving money, a cash pick up or courier delivery will be that fastest method – although both options are dependent upon the payout agent or courier’s business hours. On average, cash pickups and courier deliveries are available within the same day.

Please note that, if a money transfer is flagged for review for security reasons, the processing time will take longer.

Other things that may slow down processing times include:

A security review. Since security is our no. 1 priority, we want to ensure all money transfers are legitimate.

Financial institutions processing times. Timing may vary slightly depending on your bank.

What delivery options are available?

We offer two different delivery options when it comes to your recipient receiving your money. These options include cash pickup & bank deposit.

Cash Pickup

Your recipient may pick up cash at one of our 55,000+ agent locations worldwide. All they need to pick up their cash is a valid government issued photo ID and the order number found on their receipt (MTCN).

Bank Deposit

We offer bank deposits to most major banks. You will need to know your recipients bank account number and routing number. Please note, some destination banks may require additional information.

How do I pick up my money?

Most payer networks will allow you to pick up the money at any of their branch locations. Some payers however, will require that you select a specific location while entering your transaction information. Look for the nearest branch location on our website. You’ll need the tracking number (MTCN) as well as the sender’s name, sender’s country and transfer amount. You’ll also need to provide an accepted form of government-issued photo ID to pick up the money.

How do I know my recipient received their funds?

Throughout the money transfer process, we will notify you via Text message and or e-mail when any status changes are made to your order — and this, of course, includes when your recipient receives their funds. We want to make sure you are aware of any changes to your order when they happen, as they happen.

Given this, here are some of the other order status notification e-mails that we will send out to alert you of important changes:

Transaction Sent: We will send you an e-mail to let you know that you have successfully placed an order for a money transfer and that it has been processed.

Order Sent for Review: If your transaction is flagged for Review for security or compliance reasons, we will notify you immediately, both on the confirmation page and receipt email. Your security is our no. 1 priority so; in this case, we ask that you give us a call to answer a couple of questions so that we can process the transaction. Please note, if this happens, there will be a delay in processing your order until we are able to release the transaction. Once the transaction has been released from Review and is available for pickup at the payer location, we will send you an SMS notification at the phone number we have on file.

Order Cancellation: There are several reasons a transaction may be cancelled. Some of these reasons include, a customer requested cancellation, incorrect account details or the time limit to pick up the funds has expired. If your order is cancelled for any reason, we will notify you right away.

Transaction Paid: We will send you an e-mail to let you know that your recipient has picked up his or her funds or once the transfer is ready for bank deposit.

Why do you ask for Personal Information during the registration process?

We require your personal information in order to authenticate your identity. This helps us to ensure your personal and financial safety and also to prevent fraud.

Why was my transaction placed on hold?

There are a few reasons why a money transfer might be on hold. If it's been less than 30-40 minutes since you completed it, it may not be fully processed yet. Please wait a few more minutes and then check the status again.

In most cases, to ensure the transaction is legitimate, we will need to confirm the sender's identity before we can process a money transfer in a “hold” status. If this is the case, we'll send the sender an online web receipt and an email asking them to call us. Once we've confirmed the sender’s information, the transfer will be completed and the receiver can pick up the money.

PAYMENT INFORMATION

What payment methods can I use?

You can pay with a credit card (Visa or MasterCard) or a debit card issued by a US bank, or by providing your bank checking account information from a US bank (ACH). Card issuer cash advance fee and associated interest charges may apply when you use a credit card.

Using your bank account:

This is the least expensive payment method for you to use. You provide your routing and account numbers as they appears on your bank check. This payment method is usually very fast, but sometimes it may take up to 3 business days for Intermex to receive the funds from your bank and release the wire for payment. Intermex will always inform you about the availability date when you send the wire.

Using your debit or credit card:

You can use your MasterCard or Visa Card issued by a US bank. You enter your name as it appears on the card, the type of card – credit or debit, the card number, the 3-digit security code located on the back of your card and the expiration date. Please keep in mind, if you are using a credit card your bank may charge you a cash advance fee. You should contact your bank if you have questions about possible fees.

How do I send money if I have cash?

To send cash in person, please contact one of Intermex’s 5,000+ locations nationwide. To find a location near you, please call our toll-free number (within the U.S.) at 1-800-670-8611.

How do I send more than $3,000 a day?

In order to send more than $3,000 in one day, please visit one of our 5,000+ agent locations. Unfortunately, it is not possible at this time to send more than $2,999.00 in one day online.

Why was my transaction declined?

Because protecting our customers is our no. 1 priority, we will go the extra mile to confirm that money transfers are in fact made by our customers. If we detect suspicious activity, and are unable to confirm that it was our customer that made the transfer, it may be declined. In addition to suspicious activity, on occasion certain money transfers may not meet Intermex Wire Transfer’s policies or may be declined due to U.S. or global regulatory compliance.

FEES & RATES

How much does it cost to send money online?

The fee varies depending on the country you are sending to, the amount you are sending and the payment method you select. Specific information on fees can be found by using the Fee & Exchange rate Calculator. Once you enter the amount of the transfer you can see the fee-amount by each Payment Method and decide which is best for you .Fees are generally lower if you pay using your banking account information.

How can I find out the exchange rate for a specific country?

You can find the exchange rate for a specific country by using our Fee Estimator feature. Additionally, the exchange rate will also display during the send money process.

What is the FX rate?

The FX rate (Exchange rate) is the amount your beneficiary will receive in local currency for each dollar, which usually changes daily. It’s important to know that the foreign exchange rates listed in newspapers are wholesale rates that are not available to individuals.

SCAMS, FRAUD & SECURITY

Can I send money to someone that is under 18 years old?

No. Both you and the receiver have to be over 18

Does the receiver’s name have to exactly match their government issued ID?

For security reasons, many agent locations will not pay out a transfer 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 call us at 1-866-999-1282

What is acceptable identification to collect money at an agent location?

For your protection and to meet regulatory requirements, you must have an accepted form of government-issued photo ID to pick up money at an agent location

Acceptable identification includes:

All passports
Driver’s license
Government issues 18+ proof of age cards; and/or Photo Card

Why is my money transfer status "On Hold"?

There are a few reasons why a money transfer might be on hold. If it's been less than 30-45 minutes since you completed it, it may not be fully processed yet. Please wait a few more minutes and then check the status again.

Why do you authenticate my identity?

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

Why was my transfer put in review?

Protecting our customers is our no. 1 priority. If we detect atypical activity around a money transfer — and need to verify that it was in fact our customer that made the order — we may place the transfer in review.

Some things that can slow down processing:

Additional information required by Intermex or recipient bank or financial institution for your security

Payment processing / verifying your bank account

Pay network processing hours

Branch location hours / delivery hours / holidays

Erroneous recipient details

How long does it take to review my transfer?

It may take up to one business day to review your money transfer. In rare circumstances this process may take longer than one business day.

Why was my transfer declined?

Why am I getting a Payment Authorization failure message?

Possibilities are:

Your credit card number, expiration date or verification code are not entered correctly. The verification code (or CVV) is a physical signature for the actual credit card you are holding and it will change when you receive a new card (with a new expiration date, etc.). Please make sure you enter the correct CVV or verification code for your new card.

Your address is not entered exactly as it appears in your billing statements. You should contact your credit card company to make sure all addresses associated with your account are correct.

Your credit card company does not support the Address Verification System (AVS). Intermex requires all credit cards to support this.

If you are still unable to complete a credit card transaction, please try using a different debit or credit card.

REFUNDS & CANCELLATIONS

What is the refund policy?

It typically takes 3-10 business days for the refund for a money transfer to appear on your credit/debit card or bank account, but may take longer.

Refunds are granted for the following reasons:

Wire was cancelled at the request of the sender

Funds were not picked up the recipient within the maximum allowed timeframe.

We were unable to provide service or dispatch the wire.

Can I cancel an Online Money transfer?

You can only cancel a transaction or money transfer prior to the funds being picked up. If you sent the transaction online log in to your account and select the transaction in your transaction history within the My Account page. Once the transaction you would like to cancel has been selected, click “cancel transaction”.

CUSTOMER SERVICE

What are Intermex's Customer Service hours?

Customer service is available 7 days a week between the hours of 7 AM – 1 AM EST.

Where can I go for answers to my questions?

There are several options available to you to find answers to your money transfer questions. We are here to help — so all you need to do is choose which option works best for you. Here is a list of your available options:

E-mail us: Send us an e-mail at questions@intermexusa.com and we will respond to your request within the same day as long as your e-mail is sent between the hours of 7 AM – 1 AM EST.

Call us: Our customer service team is here to help. We are available 7 days a week between the hours of 7 AM – 1 AM EST. You may reach us by dialing 1-866-999-1282 (toll-free in the U.S.)

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