We are obligated by law to know who sends money with us. Anti-money laundering regulations require us to collect identification documentation in form of a copy of your passport and utility bill or bank statement, showing your residential address, both signed and dated. We provide the options of uploading these documents on the portal, or you can scan and emailing the information to us on support@mtnmmo.com.

We require a copy of your passport and utility bill or bank statement, showing your residential address; both shall signed and dated.

You can log on to your account immediately after registering. However, to send money, we need to first inspect and verify your documentation, which we normally process within 1-2 hours after submission. No application should take more than 24 hours if submitted on weekdays. You will get an email and SMS when your account has been activated.

Once activated, you account is available to you for one year from the last date of transfer activity. If you never perform any transfer, we suspend the account after one year from the date of registration. If your account is suspended, you can reactivate it by contacting us and resubmitting your proof of ID and residential address. We never delete accounts unless you request us to. We are required by law to maintain all records (ID and transaction history) for up to 10 years, meaning that even if you do delete your account, we still maintain a copy of your records for compliance purposes to the authorities.

To register in the destination country for an MTN Mobile Money account, the person needs to have a valid ID or passport. The law does not permit someone who cannot identify themselves to register for a banking service such as MTN Mobile Money. To register as a customer on the MTN Mobile Money Online portal, we require a valid ID and proof of residential address, as well as a bank card (Visa, Maestro or Mastercard) to pay for transfers.

No. Receivers only have to be registered as MTN Mobile Money customers in the receiving country. They do not have to be registered on the portal.

Money is delivered instantly. Transfers are effected immediately and paid into the beneficiary’s account within seconds, once your payment has reached us. Paying using a Visa/Maestro/Mastercard debit card guarantees immediate payment to us, and release of the transfer for instant delivery. Paying using Internet bank transfer takes anywhere from 1-3 days to reach our bank account.

For security reasons our website does not accept credit cards yet. At the moment only 3D secure debit cards from Maestro, Mastercard and Visa are accepted.

Yes. The sender must be registered and approved on the MTN Mobile Money Online portal. The beneficiary must be registered with MTN Mobile Money in the receiving country and the account must be active.

No. This service only allows transactions from a bank account to a MTN Mobile Money account. It is not possible to send from your Mobile money account to other countries.

No this is not possible. Transfers through the MTNMMO website can only be received by a MTN Mobile Money subscriber.

Our banking details are available when you log in to your account via the INFO/Bank Information tab.

If you do not use a debit card to fund your transfer, we require cleared funds to be received into our bank account before we can process your money transfer. Please note this account has been designated a client account with our bankers, meaning it can only hold client money and not be mixed with any other monies.

At the moment you are able to register from any country and send money to Rwanda. We will be adding Ivory Coast and other MTN countries as destinations within the near future.

Please make sure you have entered the details of your card correctly. Some banks have not enabled their Maestro cards for online transactions, please contact your bank for details and how to make your card available for online transactions. If the problem persists you can always use internet banking to fund the transfer.

No. We only send money to MTN Mobile Money accounts.

We highly recommend that you use a debit card (not credit card), and also accept bank transfers and cash deposits directly into our bank account in the UK. Proof of bank transfers and cash deposits need to be scanned/emailed/faxed to us for us to properly allocate your funds for transfer.

We use a flat rate to make it easy to understand:

The exchange rates we offer fall in between the inter-bank rate (the truest exchange rate with smallest spreads) and the exchange rate offered by high street banks and Bureau de Changes, thus under-cutting the banks and passing that saving on to you in the form of great rates. The rates on our site are updated frequently, but must be viewed as indicative only. To get you the best rates, we canvass the market on your behalf and pass that rate on to you.

Yes. Cash withdrawal fees depend on the MTN Mobile Money service in the destination country and these charges can be located on the MTN Mobile Money websites.

In Rwanda, visit: http://www.mtn.co.rw/index/bvoice-services-mobilemoney.

In Côte d'Ivoire, visit: http://ns1.mtn.ci/MTNCI/services/cout_transaction.php.

The receiver can cash-out at any Mobile Money agent in the receivers country. Contact your local MTN to find out where the nearest MM agent is.

No. The beneficiary identity is already verified when he opens his account with MTN Mobile Money in the destination country. This identification is the same as when opening a bank account. When the beneficiary withdraws funds from his MTN Mobile Money account, he uses his phone and enters a secret PIN code that only he knows. It’s just like using an ATM card.

No. The beneficiary has to register with MTN Mobile Money in the destination country; do verify this with the beneficiary before sending money. This registration is free.

The money can be withdrawn in any size from the account; bit by bit or all at once. The receiver can also use the money to buy services that are linked to Mobile Money such as airtime or prepaid electricity in selected countries.

No. The beneficiary will have to withdraw the money in cash and then deposit into his bank account.

No this is not possible. Transfers through the MTNMMO website only terminate to a MTN Mobile Money subscriber.

Our system only allows sending to MTN subscribers. If the number belongs to any other operator, the system will not accept the transfer. You can ask the receiver to get an MTN SIM card and register for Mobile Money. Registration for Mobile Money is free.

We can only send to active MTN Mobile Money accounts, and therefore you would need to ask the receiver to register for MTN Mobile Money service. Registration for Mobile Money is free.

The minimum amount is 1 EUR/1GBP.

The maximum amount you can send depends on the destination country regulation for MTN Mobile Money.

Rwanda

The maximum amount per transaction is RWF 500 000. The receiver can only cash-out RWF 500 000 per transaction.”

What if I send too much money? What if the beneficiary’s MTN Mobile Money account already has money in it and I send money to “overflow” the account? The portal will prevent you from entering an amount higher than the per-transaction limit for the destination country. If there is no such limit in place, the sending country regulation limits transactions to 25 000 EUR or equivalent. If you sent two transactions under the per-transaction limit within the same day, the receiver’s account may be suspended, and he will need to contact an MTN Service Center to reactivate his account.

Yes. The card details on the portal are stored safely and secure according to the latest industry standards. However, even if a third party would be able to access these details it is not possible to use these details for transactions since all cards on the portal have to be 3D secure. This means that everytime a transaction is generated, your bank will require you to enter an authentication code, which is only made available to you through sms or and electronic security device. This way it is impossible to do transactions with stolen card details.

Our site uses Secure Socket Layer (SSL), 128 bit encryption to protect your transaction details. 128 bit encryption is the latest and strongest data encryption techniques commercially available for securing information between you client and our website. SSL works by encrypting /scrambling data from our website to your computer. The data is encrypt on our web server and can only be decrypted/unscrambled by the person with the correct decrypt/unscramble key. You can verify our site’s use of SSL in two places, by the users of “s” in https in the address bar of the site and by the padlock in your status bar at the bottom of your web browser.

Don’t panic, the money is safe. All money is stored on an computer server account, not on the actual phone or SIM card. It means the money is safe from phone theft or loss. The access to the money is protected by a PIN code that only the account holder (the phone owner) knows. It’s just like losing a bank ATM card – you simply cancel the old one and get a new card for your account (using the same PIN as before). The beneficiary will need to get a new SIM card (and phone) from MTN, and then reactivate the MTN Mobile Money account for that new SIM card. This reactivation required complete ID check to make sure the person who he says he is. The MTN Customer Service team will handle this process for the beneficiary. If a transfer is sent to an MTN Mobile Money account while still linked to the lost/stolen phone, don’t worry, it’s safe (as long as the thief doesn’t know the PIN code). The money will arrive into the MTN Mobile Money account, but the account is protected by the PIN code and the thief cannot access this money. If there are three wrong attempts at entering the PIN code, the account is automatically suspended. The rightful owner then needs to go to an MTN Service centre and provide ID to reopen the account and get a new SIM card as described above.

The terms and conditions are found on the website under the following link:

www.mtnmmo.com/conditions

MTN Mobile Money Online is a service offered by MTN in the recipient countries in partnership with MFS Africa and 1st Contact.

Don’t panic. Contact us via phone or email to find out what the problem is and what action to take. If the problem cannot be solved, provided we are at fault, we will refund you the money immediately including the transaction fee at no cost to you. Note that money already delivered to a receiver is final and cannot be recalled or refunded.

Ask the recipient to register for Mobile Money and notify us when this has been done. We will resend the transaction once you notify us that the person has been registered. If the receiver does not want to be registered, we will refund you the money immediately including the transaction fee at no cost to you.

Money already delivered cannot be reclaimed or refunded. Therefore you need to ensure that the mobile phone number you send to is the right one.