FAQ


MONEYSEND FAQs

1.   What is MoneySend?
2.   What are the benefits of MoneySend?
3.   What do I need to use MoneySend?
4.   Which countries can I send money to using MoneySend?
5.   What is a MasterCard card?
6.   What is a Maestro card?
7.   How do I register for the MoneySend Service?
8.   How do I send money using MoneySend?
9.   How much money can I send using the MoneySend Service?
10. What are the MoneySend Service fees & charges?
11. How does the beneficiary receive the money through MoneySend?
12. What currencies does MoneySend support?
13. How long will it take for the money to reach the beneficiary?
14. How can I track if the money has been sent to the beneficiary?
15. How do I keep a record of my MoneySend transactions?
16. Does MoneySend allow me to obtain a refund?
17. Is there a limit on the number of beneficiaries that I can send money to?
18. What do I do if I forget my MoneySend PIN?
19. What are the terms and conditions for using the MoneySend Service?
20. Minimum System Requirements
21. How do I find out more about MoneySend?
22. What is Mobile MoneySend?
23. What do I need to use Mobile MoneySend?
24. How do I send money using Mobile MoneySend?
25. Which countries and banks can I send money to using Mobile MoneySend?
26. Can I use any mobile phone for Mobile MoneySend Service?
27. Does the Receiver need to have a mobile phone?
28. Are the SMSs sent for Mobile MoneySend case sensitive?
29. Can I specify more than one Funding Account for Mobile MoneySend?
30. Can I use other accounts for funding for Mobile MoneySend?
31. Can I change the default Funding Account for Mobile MoneySend?
32. Can I deactivate my default Funding Card for Mobile MoneySend?


1. What is MoneySend?
MoneySend is a secure and easy-to-use, online money transfer service. MoneySend enables you to send money from your MasterCard card account, to your beneficiary's MasterCard card or Maestro card account.

2. What are the benefits of MoneySend?
The key benefits of the MoneySend Service are:
  • Speed and Convenience - because the service is available online, you may send money in a matter of seconds without having to visit a bank branch.
  • You may send money securely to your beneficiary's MasterCard credit card account or their Maestro debit card account.
3. What do I need to use MoneySend?
The MoneySend Service is really easy to use:
  • To fund your MoneySend transaction, you need to have a MasterCard credit card
  • To receive money, your Receiver needs to have (or may apply for) a MasterCard or Maestro card issued by one of the participating MoneySend receiving banks - receivers need not register for MoneySend
  • You register for the MoneySend Service by following the steps described below
  • You send money using MoneySend by following the steps described below.
4. Which countries can I send money to using MoneySend?
MoneySend may be used for international payments. Please check with your issuer for a full list of eligible countries. Your beneficiary must have (or may apply for) a MasterCard card or Maestro card (the Maestro mark is shown on the front or back of the card) that has been issued by one of the approved receiving banks in these countries. Click on the
Receiving Banks List link to view the list of participating MoneySend receiving banks - which are expanded from time to time. You may also view the list to see if the receiving banks offer MasterCard credit cards or MasterCard/Maestro debit cards that are linked to a bank account.

5. What is a MasterCard card?
A MasterCard card is a credit card that is issued by a bank or financial institution, and will show the MasterCard logo on the card. You will need to know the MasterCard card number and expiry date in order to use the card for MoneySend. Please remember to keep the card number and expiry date confidential.



6. What is a Maestro card?
A Maestro card is a debit card that is issued by a bank or financial institution, and will show the Maestro logo on the front or back of the card. You will need to know the Maestro card number and expiry date (if printed on the card) in order to use the card for MoneySend. Please remember to keep the card number and expiry date confidential.



7. How do I register for the MoneySend Service?
You may register for the MoneySend Service by following the simple steps outlined below.
Please note that you will need to have a registered mobile phone number to register for the MoneySend Service.
  • Click on "New User Registration"
  • Fill-in your personal details (please ensure that your personal details are entered correctly as these will be checked against the bank's records) together with the sign-in and security information. Your mobile phone number and the PIN that you create will be used as your MoneySend User ID and PIN when you sign-in to MoneySend
  • Click on "Proceed"
  • You will receive a call back on your mobile phone to confirm your PIN in order to complete your MoneySend registration
  • Upon successful confirmation of your PIN, your MoneySend registration will be submitted to your bank for approval
  • You will then be prompted to setup your Funding Account (the MasterCard card to be used to fund your MoneySend transaction). You may setup your Funding Account during registration or at a later stage before sending money.
  • After setting up your Funding Account, you will be prompted to setup your Receiver Details (the personal details and the MasterCard or Maestro card account number of the person that you will be sending money to using MoneySend). You may setup your Receiver Details during registration or at a later stage before sending money. Please check with your issuer to determine which banks and countries you can send money to.
  • You will receive an email confirming your MoneySend registration upon bank approval (within a few days), and you will then be able to sign in and send money using MoneySend.
  • You will receive a SMS text message when the status of your registration changes.
8. How do I send money using MoneySend?
You will first need to register for a MoneySend account by following the steps described above. Once your MoneySend registration is approved, you will be able to use MoneySend to send money from your MasterCard card account to your beneficiary's MasterCard card or Maestro card account.

To send money using MoneySend
  • Sign in to MoneySend using your MoneySend User ID and PIN once you have received an email from your bank confirming your MoneySend registration
  • Click on "Send" at the top of the menu bar
  • Select your Funding Account (the MasterCard card that you will be using to fund the MoneySend transaction)
  • Select your Receiver Account (your receiver's MasterCard or Maestro card)
  • Enter the Amount you wish to send using MoneySend
  • Click on "Get Estimate" to obtain the cost for the MoneySend transaction and an estimate of the amount that will be received in the Receiver Account
  • Verify that your MoneySend transaction details are correct and click on "Proceed"
  • You will receive a call back on your mobile phone to confirm your MoneySend PIN prior to processing your MoneySend transaction
  • You will receive a MoneySend transaction receipt upon successful completion of your MoneySend transaction
9. How much money can I send using the MoneySend Service?
Please check with your issuer to verify limits for domestic and international money transfers using MoneySend.

10. What are the MoneySend Service fees & charges?
You will be informed of the bank's charges for sending money using MoneySend, and the exchange rate used to derive the estimated amount that your beneficiary will receive in the designated currency of their MasterCard card or Maestro card before you proceed with confirmation of the transaction.

11. How does the beneficiary receive the money through MoneySend?
The money is sent directly to your beneficiary's MasterCard card or Maestro card account. Your beneficiary will be able to access the funds in the usual way - either at a MasterCard/Maestro ATM or use the money to make purchases at any MasterCard/Maestro merchant worldwide.

12. What currencies does MoneySend support?
You are able to send money using the designated currency of your MasterCard card account. Your beneficiary will receive the money in the designated currency of their MasterCard card or Maestro card.

13. How long will it take for the money to reach the beneficiary?
Typically within 1 banking day from the date of transaction, if the beneficiary has a Maestro card account with any of the receiving banks. Money sent to some Maestro card accounts will receive the funds instantly in real-time.
Typically within 1 to 3 banking days from the date of transaction, if the beneficiary has a MasterCard card account with any of the receiving banks.
A banking day will typically exclude weekends and public holidays.

14. How can I track if the money has been sent to the beneficiary?
Once you have successfully completed your MoneySend transaction, you will be provided a confirmation receipt, and the money will be sent to your beneficiary's MasterCard card or Maestro card account within the timeframe described above.

15. How do I keep a record of my MoneySend transactions?
You may view your MoneySend transactions by logging into your MoneySend account.

16. Does MoneySend allow me to obtain a refund?
Once you have successfully completed your MoneySend transaction, you will be provided a confirmation receipt, and the money will be sent to your beneficiary's MasterCard card or Maestro card account. You will not be able to obtain a refund of the money sent using MoneySend.

17. Is there a limit on the number of beneficiaries that I can send money to?
No. You can send money using MoneySend to as many people as you wish.
Once you are registered with MoneySend, you can use MoneySend Receiver Account facility to enter and store your beneficiaries' details.

18. What do I do if I forget my MoneySend PIN?
You may reset your MoneySend PIN by clicking on "Forgotten/Reset MoneySend PIN" and provide the information requested.

19. What are the terms and conditions for using the MoneySend Service?
Click the
MoneySend Terms and Conditions link to view the terms and conditions for using the MoneySend Service

20. Minimum System Requirements
The MoneySend website is supported on most recent Internet browsers. However, if you experience any problems accessing the MoneySend website, we recommend that you use an up-to-date version of Internet Explorer for Windows or Firefox for Apple Mac. Please also check that your Internet browser satisfies the following minimum system requirements:
  • Internet Explorer (IE) version 6.0 or above (In IE the version number is displayed under "Help -> About Internet Explorer")
  • Java Runtime version 1.5 or above (for IE this can be determined by clicking on "Sun Java" console menu displayed under "Tools")
  • ValiCert Class 3 SSL Trusted Root Certificate is installed in your browser (for IE check that this certificate is listed under "Tools -> Internet Options -> Content -> Certificates -> Trusted Root Certification Authorities")
  • Your browser has "Display mixed content" Enabled for Internet (In IE this can be set under "Tools -> Internet Options -> Security -> Internet -> Custom Level -> Miscellaneous -> Display mixed content")
  • Your browser has "Display mixed content" Enabled for Trusted sites (In IE this can be set under "Tools -> Internet Options -> Security -> Trusted sites -> Custom Level -> Miscellaneous -> Display mixed content")
  • Your browser has Cookies Enabled (In IE this can be set under "Tools -> Internet Options -> Privacy")
  • Your browser allows Pop-up Windows (In IE this can be set under "Tools -> Internet Options -> Privacy")
  • Your browser has the Shockwave Flash Plug-In installed (In IE this can be set under "Tools -> Internet Options -> Programs -> Manage Add-ons")
21. How do I find out more about MoneySend?
Please contact your MasterCard issuer for more details on how to obtain a card or register for MoneySend.

22. What is Mobile MoneySend?
Mobile MoneySend is a service that enables registered MoneySend customers to initiate a MoneySend transaction with a mobile device using SMS messages. Mobile MoneySend is an extension of the MoneySend Service to the mobile channel.

23. What do I need to use Mobile MoneySend?
The Mobile MoneySend Service is easy to use:
  • If you have not already registered for MoneySend, you need to register for the MoneySend Service by following the steps described in FAQ 7 - How Do I Register for the MoneySend Service
  • To fund your Mobile MoneySend transaction, you need to have a MasterCard credit or debit card issued by your Financial Institution
  • Register your default funding account for use with Mobile MoneySend Service by logging into your MoneySend account on the Internet and using the function provided under My Accounts -> Mobile MoneySend menu
  • To receive money, your Receiver needs to have (or may apply for) a MasterCard or Maestro card issued by one of the participating MoneySend receiving financial institutions
  • Setup the Receiver Details under My Accounts -> Receiver Details menu, and enter the "ALIAS" of the Receiver in the Receiver Description. Note that you should always assign a unique ALIAS
  • You send money using Mobile MoneySend by following the steps described below "How do I send money using Mobile MoneySend?"

24. How do I send money using Mobile MoneySend?
First refer to FAQ 23 - "What do I need to use Mobile MoneySend?" To send money using Mobile MoneySend.
  • Please see the Mobile Information link on the login page to find the MoneySend number and the <OI Code> to use in your SMS messages.

  • Using your registered mobile phone, send an SMS formatted as follows to the MoneySend number:
    <OI Code> SEND <amount to be sent> <ALIAS>
    For example:
    To send $10 to your receiver's account with the ALIAS "mother", send the following SMS:
    <OI Code> SEND 10 mother
  • You will receive an SMS back with the estimate containing the following info:

    Amt SNG 10.00
    Fee SNG 1.10
    Total SNG 11.10
    Rate SNG = MYR 2.2961943
    Receive Estimate MYR 22.96
    Terms Apply
    To proceed reply: <OI Code> y0945

  • To indicate your acceptance of the Estimate and the Terms and Conditions of the MoneySend Service, reply to the SMS with the <OI Code> followed by a "y" or a "Y" and the four-digit code indicated in the estimate you received.

    For example:
    <OI Code> y0945
    Please note that you have to respond within 2 minutes after receiving the Estimate for the transaction to proceed. If your response is delayed the transaction will be aborted and you will need to resend your request.

  • You will receive a call back on your mobile phone to confirm your MoneySend PIN prior to processing your Mobile MoneySend transaction.

  • If your transaction is processed successfully, upon completion you will receive a Receipt for the transaction by SMS as follows:

    Receipt for (0945)
    Amount Charged SNG 11.10
    Receiver Mother
    Receiver Amt MYR 240.50
    Trx Ref 0002089006315464878
    On 04 Mar 2010 15:37:44

    Please note that if your transaction cannot be processed or has met with a failure, you will receive an appropriate notification for the failure by SMS.
25. Which countries and banks can I send money to using Mobile MoneySend?
You may send money to all the countries that are currently supported on MoneySend.

26. Can I use any mobile phone for Mobile MoneySend Service?
You may only use the mobile phone number that you have registered with for the MoneySend Service to initiate transactions using SMS.

27. Does the Receiver need to have a mobile phone?
No. The Receiver only needs to have a MasterCard Credit or Debit card or Maestro Card issued by one of the participating MoneySend receiving banks. You may however wish to inform your Receiver separately after you have successfully completed the Mobile MoneySend transaction.

28. Are the SMSs sent for Mobile MoneySend case sensitive?
No. SMS requests can be in either upper or lower case.

29. Can I specify more than one Funding Account for Mobile MoneySend?
No. You may only setup one default Funding Account (MasterCard credit or debit card issued by your financial institution) for use with Mobile MoneySend.

30. Can I use other accounts for funding for Mobile MoneySend?
No. You may only use your MasterCard Credit Card or Debit Card for funding Mobile MoneySend transactions.

31. Can I change the default Funding Account for Mobile MoneySend?
Yes, you may do so by logging into your MoneySend account over Internet and using the function provided under Accounts -> Mobile MoneySend menu.

32. Can I deactivate my default Funding Card for Mobile MoneySend?
Yes, you can do so by logging into your MoneySend account on the Internet and using the function provided under Accounts -> Mobile MoneySend menu.