If the agent cannot locate your transaction:

1. Verify that you provided the correct cashout token.
2. Confirm that your ID details are correct.
3. Ask the agent to retry the lookup.

NB: If you are unable to collect your money, please note:

It might be that your name may have been misspelled or incorrectly entered by the sender
For example, your first name may have been entered before your surname as it appears on your ID
Please ask the sender to contact Mama Money Customer Support for further assistance, so the details can be corrected.