- When an individual is blocked by many payment providers.
- It can be for a variety of reasons – from suspending an account because of fraud activity to banning someone who they suspect will send fraudulent payments.
We adhere to legal requirements related to Anti-Money Laundering (AML) and Counter-Terrorism Financing (CFT). Individuals must provide verifiable identification such as a government issued ID card, passport or driving license when sending money online with MoneyGram. A photo of the front and back of your personal ID is required for verification purposes. Your transaction may be rejected if you fail to meet this requirement and/or if we are unable to verify additional information regarding your account information.
If you have already verified your ID, but still cannot send money or receive money online using our services it is most likely that one of the following reasons explains why your account has been blocked:
If we have reason to believe your ID is invalid, outdated or has been misused in the past. If you are registered as a PEP (Politically exposed person) on our system If you send funds from an online banking account that doesn’t match its billing address. If MoneyGram does not have adequate knowledge of your bank account, credit/debit card information, residence address, or telephone number. If there is a mismatch between what the sender and receiver are claiming about the transaction details regarding purpose of payment(s), amounts involved etc. An incorrect signatory is listed for one of the receivers’ accounts or no signatory is listed at all on one of them. The sending and receiving accounts do not appear to match.
The most common reason why your transaction gets blocked is that the sender has failed to follow our AML and CFT procedures by providing us with a valid ID. In order for you to send money online safely, we must verify new customers in the same way as banks do by checking all personal identifying information provided with their bank account or credit card details using our services against the government database, regardless of how the customer wants to pay: whether it’s online or at one of our brick-and-mortar locations. This process is necessary to keep MoneyGram safe and secure for all users so that we can continue to serve you better.
If you are traveling and cannot provide us with your ID, please contact the receiver by phone or visit one of our locations in person so that we can verify the transaction. If you are unable to identify a recipient when sending money online you can register them as a Payee. An “unidentified payee” is just another term for an anonymous payment that cannot be tracked once it’s in motion. It has various uses including paying protection money and offering bribes without creating evidence of these payments. Please note that MoneyGram does not allow clients to use our services for illegal purposes such as extortion etc.
If your account is blocked please contact MoneyGram Customer Service at 1-800-809-9725. Please note that the person who registered with us as well as anyone else whom we have reason to believe has access to or control of the blocked account will be asked for information such as a valid ID and all matching bank account and credit card details used when registering online in order to confirm their identities, which will involve providing proof of address, phone number, etc. If you are traveling abroad you can still send money using these methods: Via our mobile app (which does not require an ID) Using one of our Agent locations (where IDs are verified by face scan, fingerprint, or eye scan) By visiting any Western Union location in the country you are currently in (which does not require an ID)
If we have reason to believe that money laundering or terrorist financing has occurred, your account will be frozen. It is important that if you discover this and you are innocent, you contact us immediately at 1-800-809-9725 so we can begin a full investigation before your funds are seized by authorities. At MoneyGram, we take financial crime very seriously and ensure it falls within our AML procedures which help protect our customers from fraudsters looking to commit identity theft, cybercrime, and advance fee fraud.
Any communication sent about a blocked transaction informing you that there was something wrong with the information you provided will have come from a MoneyGram representative. If you would like to know more about why your transaction has been blocked, you can contact us at 1-800-809-9725.
MoneyGram is committed to protecting our customers and we take financial crime very seriously. Please go directly to moneygram.com/report for instructions on how to report an online posting or phone call in which somebody claims they are associated with MoneyGram and tells you that your transaction was not authorized due to a security risk such as identity theft or because of suspicious activity on one of your existing accounts but that they could help you “fix” the situation for a fee. If you are in doubt about who you are speaking to, please hang up and report it immediately by going directly to: moneygram.com/report.
If you suspect that your account has been hacked or someone else knows your personal information but is pretending to be you then contact us at 1-800-809-9725 immediately so we can help protect your identity and assets.
MoneyGram is committed to protecting our customers’ accounts and transactions from fraudsters looking to commit identity theft, cybercrime, and advance fee frauds.
How do I unlock my MoneyGram profile? If your account has been locked, call MoneyGram Customer Service at 1-800-922-7146.
You may have entered the wrong bank account information or exceeded your credit card limit. Western Union may decline your transaction because you cannot prove your identity.
When sending money online with MoneyGram, you can only send up to $10,000 per transaction. If you need to send more than this amount, visit a location of your choice and do it in person instead.