Common issues with cash pickups and their solutions

Where can I find the unique code for picking up the transfer?

Simply open the history of your Paysend transactions, select the transfer in question, and click on the 'Notify recipient' button. Please note that this button is typically generated within 1 business day. You will see the unique transaction code that needs to be shared with the recipient. Once the recipient has this code, they can visit a cash pickup point to receive the funds.

I cannot find the unique code, and more than 1 business day has passed.

In case if you are unable to locate the unique transaction code from the 'Notify recipient' button, please reach out to our Customer Support team, and we will provide you with a unique code to share with your recipient.

The pickup location informed my recipient that the transfer could not be located.

Sometimes a transfer can be successfully sent from the Paysend side, but can still be processing on the recipient’s side. When that happens, the cash pickup branch can have issues locating it. Please reach out to our Customer Support team, and we will clarify the status of that transfer for you.

I indicated the wrong name or details of the recipient.

Please contact our Customer Support team via online chat or email as soon as possible, and we will do our best to assist you with the issue you are experiencing.

The recipient cannot pick up the funds due to a spelling error in their name.

Cash pickup locations have strict requirements for recipients when they pick up cash.

If there is a insignificant spelling error, the cash pickup location might be able to process the transfer. In case there is a bigger error, we recommend reaching out to our Customer Support team as soon as possible so that we can help you resolve this issue.

My recipient claims that the funds cannot be located, but I can see that the status is successful.

When you initiate a pickup transaction, the status in your Paysend app will be updated accordingly.

If you see that the pickup was successful, but your recipient claims that the funds were not picked up, please reach out to our Customer Support. We will be able to directly contact our local partners to clarify the final status of the transaction and provide any following documents, if applicable.

I changed my mind, please make a refund.

In the case that you do not wish to proceed with the cash pickup transfer, please do not share the secret code with your recipient. Also, reach out to our Customer Support as soon as possible, and we will do our best to help you resolve the issue.