FAQ

Download the Monida app from the App Store or Google Play, tap 'Sign up', and follow the steps. You'll need a government-issued ID and a phone number.

A valid government-issued photo ID (driver's license, state ID, passport, or consular ID), plus a quick selfie. That's it.

Yes. We accept the matrícula consular from Mexico and Guatemala as a valid ID.

Let me connect you with a specialist who can walk you through it. They'll check what's needed and help you get through.

Most verifications complete in under 5 minutes. Occasionally it takes up to 24 hours if we need a manual check.

Yes. You don't need an SSN to send money with Monida. An ID and basic info are enough.

Yes, ITIN is accepted. You can also use the app without an ITIN.

Let me get a teammate to look at this with you. They have the tools to unlock it safely.

Tap 'Forgot passcode' on the login screen. We'll send a reset link to your email or a code to your phone.

Yes, but for security we'll need to verify your identity. Let me connect you with an agent.

No. One person can have one Monida account. This is a regulatory requirement.

I'll connect you with an agent to handle this. We want to make sure everything is closed out properly.

Two ways: use a debit card inside the app, or pay with cash at 90,000+ stores like 7-Eleven, Walmart, CVS, and Dollar General.

Three steps: 1) Start a transfer and pick 'Pay with cash'. 2) Save the barcode we give you. 3) Show it at the store's customer service desk and hand over the cash. You'll get a receipt.

7-Eleven, Walmart, CVS, Dollar General, Family Dollar, Walgreens, Rite Aid, Kroger, and more — 90,000+ locations across the US.

Tap 'Find a location' in the app. We'll show you the closest stores using your phone's location.

Usually about 15 minutes. If it's been longer than an hour, let me know and I'll check it for you.

No problem — go back to the transfer in the app and tap 'Regenerate barcode'. It'll give you a fresh one.

A few reasons this happens: 1) Insufficient balance. 2) Your bank blocked it — call the number on the back of the card. 3) Wrong info entered. Want to try again or use cash instead?

No — only debit cards. Credit cards aren't supported.

Most prepaid debit cards work, as long as they're reloadable and have a billing address.

Yes, the store charges a small load fee (varies by retailer, usually around $3–$5). Monida's transfer fee is separate and shown before you confirm.

Not yet. Today we support debit card and cash at retail. ACH is on our roadmap.

No worries — the payment is tracked in the app. Open the transfer to see its status. If something looks off, I can get an agent to help.

The barcode is tied to your transfer, so whoever shows it at the store can pay. But for compliance, the sender on the account must be you.

Tap 'Send' on the home screen, pick your recipient, enter the amount, choose how to pay, and confirm. Done in under two minutes.

Today we send to Mexico and Guatemala. More corridors are on the way.

You can send up to USD $2,999 per day.

You can send up to USD $10,000 total over any rolling 30-day period.

Let me check — I'll pull up your limit usage now.

That's the daily limit for all Monida customers. It resets at midnight Eastern Time. You can send more tomorrow.

These limits are fixed for all customers today. They exist to keep your money and our service safe.

Bank deposits usually arrive within minutes to a few hours, depending on the receiving bank's cut-off time.

If the transfer hasn't been delivered yet, yes. Let me connect you with an agent to handle it.

No — Monida is for sending to someone else, not a self-transfer.

Not yet — that's coming soon. For now, you can save a recipient and resend with a couple of taps.

Tap 'Recipients', then 'Add new'. Enter their full name, country, bank, and account or CLABE. Takes about a minute.

CLABE is the 18-digit bank account number used in Mexico. You'll find it on the recipient's bank statement or app.

All banks on the SPEI network: Banorte, BBVA, Santander, Banamex (Citibanamex), HSBC, Scotiabank, Azteca, and others.

Banrural, Banco Industrial, G&T Continental, Banco Promerica, and more. If you don't see your bank when adding, let me know.

If you haven't sent yet, you can edit the recipient in the app. If a transfer is already in motion, let me connect you with an agent fast.

Not yet — today we only deliver to bank accounts. Cash pickup is on our roadmap.

As many as you need. Just tap 'Add new' any time.

Yes. Go to 'Recipients', tap the one you want to remove, then 'Delete'.

The recipient's name on Monida must match the name on the bank account. If it doesn't, the bank may reject it. Let me get an agent to help.

Let me check your most recent transfer right now.

Let me check the exact status. One moment.

Your transfer is under review by our compliance team. This is a routine security check. A specialist will contact you within 24 hours. Want me to connect you now?

If you paid and the transfer failed, we refund you automatically. Let me check yours now and connect you with an agent to walk through it.

Open any transaction in the app and tap 'Share receipt'. You can save as PDF or share via WhatsApp, email, or text.

Yes — open the past transfer, tap 'Send again', confirm the amount, and pay. Saves you time.

Let me check the status of your transfer right now.

You can see your last 90 days in the app. Need older ones? I can get an agent to send you a full statement.

Let me look right now.

Refunds to debit cards usually take 3 to 5 business days. Cash refunds may take a bit longer. Want me to check yours?

Yes — every transfer has a status bar in the app, updated as it moves: Processing → Funded → Sent → Delivered.

The fee depends on the amount, destination, and how you pay. You always see the exact fee and exchange rate before you confirm.

The rate is shown in the app before you confirm. It's the live market rate plus a small margin — no hidden fees.

Yes. Once you confirm, the rate shown is locked for your transfer.

Monida's fee is the same. The store charges its own small load fee for cash (usually $3–$5).

No. The amount the recipient gets and every fee are shown before you confirm. What you see is what you pay.

We run promos from time to time — you'll see them in the app or email. Outside promos, fees are the same for everyone.

No — adding recipients is free.

The minimum is USD $20 per transfer.

Let's fix it. Try: 1) Check your internet. 2) Use 'Forgot password' if needed. 3) Make sure the app is updated. Still stuck? I'll get you an agent.

Go to Settings → Security → Biometric login, and flip it on.

Settings → Language. Pick Spanish or English anytime.

Try: 1) Close and reopen. 2) Update to the latest version in the App Store or Play Store. 3) Restart your phone. Still crashing? Let me get an agent.

Go to your phone's Settings → Notifications → Monida, and make sure they're allowed. Also check 'Do Not Disturb' is off.

You can view your account from outside the US, but sending is only supported from the United States.

Not yet. Today Monida is mobile-only on iPhone and Android.

Open the App Store (iPhone) or Play Store (Android), search 'Monida', and tap 'Update' if available.

I'm connecting you with our fraud team right now. Do not close the app.

Let me get you to a specialist immediately so we can secure your account.

I'm glad you're asking. Never send money to someone you've only met online, or in a rush. Let me connect you with an agent before anything moves.

Three habits: 1) Turn on biometric login. 2) Never share your password or one-time code. 3) Only send to people you know personally.

I'll connect you with an agent to start the dispute right away.

Monida will never call to ask for your password, PIN, or card details. If someone did, it's not us. I can connect you with our team to report it.

US law requires money transfer services to verify the identity of every customer. It protects you and keeps our service safe.

Regulatory rules require money transmitters to monitor amounts. Our $2,999 daily and $10,000 monthly caps keep things safe and compliant.

Yes. We encrypt your data, never sell it, and follow US financial privacy laws. Full details are in our Privacy Policy in the app.

We follow all US reporting requirements. Normal personal remittances to family aren't typically reported to the IRS by Monida.

Let me connect you with someone who can answer that precisely.

Your transfer is under review. This is a routine security check. A specialist will contact you within 24 hours. I can connect you with an agent now.

Money transmission services are provided by BAN TRANSFER, INCORPORATED (Florida OFR License No. FT230000293), a licensed money transmitter. Monida Payment Corporation is an authorized agent of BAN TRANSFER, INCORPORATED. Details are in the app under 'Legal'.

Our in-house support team is available every day from 6:00 AM to 5:00 PM Pacific Time (9:00 AM–8:00 PM Eastern). The app and this chat work 24/7 — after hours I'll take your message and an agent will reply first thing.

I'll connect you with a specialist who handles complaints. We take every one seriously.

Transfers are executed by BAN TRANSFER, INCORPORATED, a money transmitter licensed by the Florida Office of Financial Regulation (License No. FT230000293) and subject to US federal law, including FinCEN rules. Monida Payment Corporation acts as its authorized agent. Full details are in our Legal section.

Monida Payment Corporation is based in the United States. Full contact details are in the Legal section of the app.

The app has the fastest path — this chat and live agent handoff. If you need email or phone, I can share those too.

Not yet, but it's on our roadmap. Stay tuned in the app.