If your collection token is showing as invalid or the collection point cannot find your transaction, it may be due to one of the following reasons:

• A typo in the code entered at the collection point.
• The token has already been used or has expired.
• The transaction is still processing and not yet active.
• A name mismatch or typo in the recipient's details.

How to resolve this:

1. Verify Details: Ensure the cash-out token and your ID information match the transaction exactly.
2. Retry: Ask the agent to try entering the details into the system one more time.
3. Update Name: If there is a typo in your name, the sender must contact support to correct it.
4. Switch Partners: If the issue persists, contact us to change the payout partner to a different location.

Still need help?

If you are still unable to collect your cash, please provide the following information:

• The sender's registered Mama Money phone number.
• The transaction amount.
• The name and location of the store.
• Any error message provided by the agent.