Having trouble collecting your cash? Here is what to do if your collection token is invalid or the collection point cannot find your transaction.

An invalid collection token means that the code being used at the collection point is

• Incorrect or has been entered with a typo
• Already been used to collect cash previously
• Expired and is no longer valid
• Not yet active, as the transaction may still be processing

What to Do if the Collection Point Cannot Find Your Transaction

If the agent at the collection point is having trouble locating your transaction, please follow these steps:

Step 1 — Double-check your details:

• Make sure you have provided the correct cash-out token to the agent
• Check that your ID information matches the transaction perfectly — even a small difference can prevent the agent from locating your transaction
• Make sure your first name and surname are in the correct order — a mix-up between first name and surname is one of the most common reasons a transaction cannot be found

Step 2 — Ask the agent to retry:

• Request that the agent check the system one more time
• Sometimes, a simple retry is all that is needed to locate the transaction

Step 3 — Check for name errors:

• The most common issue is a small typo in your name or a mix-up between your first name and surname
• If this is the case, the sender will need to contact Mama Money Customer Support directly to correct the details
• Once the details have been corrected, you will be able to collect your cash

Step 4 — Change the payout partner:

• If the collection point is still unable to process your transaction, it may be possible to change the payout partner to a different collection point

• Please contact Mama Money support so we can assist with this issue as quickly as possible. Please have the following ready when you contact us:

   

• The sender's Mama Money registered phone number
• The amount that was sent
• The name of the place where the recipient attempted to collect the cash