Did your recipient go to collect cash and run into a problem? Here is what to do if they did not receive the money or did not receive the full amount.

Common Cash-Out Collection Issues:

• The recipient's ID document did not match the details provided when sending the money.

• The collection voucher or reference was entered incorrectly at the till.

• There may have been a technical issue/error during the collection process 

• The wrong amount may have been entered or processed at the till

• The collection point may have only had partial cash available at the time

If the issue has not been resolved at the collection point, please contact Mama Money support with the following information ready:

• Your Mama Money registered phone number

• The date and time the collection was attempted

• The amount that was sent, and the amount received (if partial)

• The name and location of the collection point

• Any proof or reference of the failed or partial collection, if available
  
  NB: Our support team will help you investigate further.