Masari takes your online security very seriously and have put in place several safety measures to keep you and your personal data safe, including encrypting all data in transit, staying up to date with industry best practises as well as independent security tests. There are also a few simple things that you can do to keep your account safe and secure.

• Select a strong password that contains, letters (upper case and lowercase), numbers and characters and never share it with anyone.
• Keep your operating system up to date– whether you are using your smartphone or internet browser.
• Make sure you have an up-to-date antivirus/anti-malware software on your device or pc.
• Enable Two Step Authentication (My Account > My Profile > Two step authentication) – In addition to your username and password, you'll enter a code that Google will send you via the Google Authenticator app, which is free to download and very simple to set up.

It’s simple.
Online Users - First you need to sign up to a FREE Masari Online account which only takes a few minutes. Once your account is set up, let us know how much you want to send and where and how you want to send it. You can send money directly to your Receiver’s bank account or mobile wallet, have cash delivered to an agent location of your choice or in some countries, you can even have the money delivered right to your Receiver’s home! There are no hidden fees. We will let you know exactly how much it will cost and if you are happy, you simply add your payment details and confirm. The rest is up to us! In person – First, you need to visit your nearest Masari location. Bring your ID with you plus the money that you want to send. Our cashiers will advise you of all the options available and the associated costs before you give the go-ahead. It’s easy and only takes a few minutes.

Through Masari you can send cash to thousands of locations all over the world. When booking a transaction online you are not required to specify a particular location, instead you chose the Service that best suits you, or your Receiver. To find a location, or to help you work out which Masari Service offers the locations that best suit you, go to the Locations page. Here you can specify your destination country and city and we will let you know all available Services and locations!

There are a number of ways that you can send money to your Receiver; cash (paid out at a payout location of your choice), credit their bank account or mobile wallet or deliver to the funds straight to their home. Once you have successfully completed your Masari transaction, you will receive a notification confirming the details. Funds that are to be collected at a payout location in your destination country, will be available for collection by your Receiver within minutes. They can collect the cash whenever it is convenient for them. They just need to present themselves at a payout location and take their government issued ID with them. For funds sent to a bank account or mobile wallet, your Receiver doesn’t need to do anything – just wait for the money to arrive! How long this takes will depend on your Receiver’s bank or mobile wallet operator. Funds will usually be credited to a recipient’s bank account within a day or two. Mobile Wallets will usually be credited within minutes. Sending funds by home delivery is also exceptionally convenient. The Receiver just needs to wait for the funds to arrive at their doorstep! Delivery usually occurs within 1-3 days, depending on their address.

We are required by law to know our clients, so we will need to verify your identity when you create an account with Masari. Acceptable forms of ID include a valid passport, or any government-issued identity card/alien book or driver’s license. When sending money, depending on the amount that you send, your originating country or the destination, we may require additional documentation to support your transaction. We will let you know if this is required. If you are an online client, documents are very easy to upload through our website and the upload will only take a couple of minutes. The image you upload must be a high quality photo or scan of your ID. It must include your photo, the ID number, your full name, your date of birth, your signature, expiry date and the place of issue.

To ensure that your money is received by the right person, Receivers of Cash Pick Up and Home delivery transactions, will also need to provide proof of identity when receiving their funds.

We are very proud of our competitive fees and exchange rates and are always upfront. Once you let us know how much you want to send, where and how you want to send the money, then we will let you know how much it will cost. There are no hidden charges, and you will not need to commit to a transaction unless you are happy with the costs. There are many ways to find the cost of your transaction. The cashiers at your nearest Masari location will let you know, you can Contact Us or, for online transactions, use the Fee Calculator on this website.
You will be informed of the exact costs before you need to commit to the transaction.

Yes. For security reasons our global partners will only affect a pay-out if the Receiver’s name, provided when you created your transaction, matches the name detailed on the government issued ID provided by your Receiver at the pay-out location. Please confirm the name with your Receiver before you book a transaction to ensure that there are no problems when they collect the funds you have sent.

We send money to a great number of countries worldwide and are always hard at work expanding our reach to include additional territories and even more locations in countries that we already service.
The cashiers at your nearest Masari location can let you know of all our destination countries. Alternatively, details of the countries that we service through Masari Online can be found in the Fee Calculator on this website.
If you want to send money to a country that is not currently serviced by us, please Contact Us and let us know.

Online Users - You can pay for your transaction by Credit or Debit card. At the payment pages you will be asked for the following:

1. Card number - this is the long number on the front of your card. It's usually 16-19 digits and is unique to you.
2. Expiry date – can be found on the front or back of a credit card in a two-digit month/year format
3. Security Code - can be found on the back of your card and is usually three or four characters long. This code provides an additional measure of credit card security when you use your card online.
4. Name on Card - This is the person authorized to use the card and can be found at the bottom of your card. Please note that Masari requires you to only use your own credit/debit card.

A mobile wallet is an electronic account that is linked to a mobile number. This service is available in many countries and it allows the account holder to send, receive and store money on a mobile phone device. Most mobile wallet services allow account holders to purchase items in shops or online, to pay bills or school fees, and to top-up mobile airtime. Many services also allow cash withdrawals to be made at authorised agent locations.

Masari offers a wide range of Mobile Wallet payout options to a number of different countries.

No. In order to receive the money that you send, your Receiver must have a mobile wallet account with the relevant mobile wallet service provider. Mobile wallet services are often offered by local mobile telecoms operators or by banks or other companies. To register, the customer needs to either apply directly with the provider online or visit their local mobile wallet agent and bring a form of identification.

When booking a mobile wallet transaction, you must check with your recipient to make sure that you have the correct mobile wallet number. Sometimes the wallet number will be the same as the phone number, but this is not always the case.

That is when our job begins! Firstly, you will be sent a SMS/Email notification confirming the transaction. Our system will also contact our partner in your destination country and request that they arrange payout. If you have selected the cash payout service, then the money that you have sent will most likely be ready for collection by your Receiver within minutes.
After sending a transfer, you can start tracking it immediately. You can check the status of your transaction by clicking the Track Your Transfer button on our homepage or in your dashboard when you log in.

Online Users – When your transaction has been booked, you will receive an email confirming the basic details of your transfer. For a full receipt, log into your Masari Online account, find the transaction in your My Transactions page, click on the transaction Reference Number to see the transaction details on screen. Click on the Print Your Receipt button to see a full receipt for your transfer.

In Person – Once your transaction has been booked, you will be provided with a receipt. It is very important that you check all the details before you leave the store, and you must confirm that the transaction details are correct by signing the Masari Agent’s copy of the receipt.

If you wish to amend or cancel a transaction, please let us know as quickly as possible. In most cases, if your transaction has not yet been paid you will be able to amend it or cancel it.

Please note that Masari will make every effort to cancel or amend your transaction; however, we can’t guarantee the cancellation until our payout partner confirms the money has not yet been paid out to your receiver. If the transaction has already been paid, we will not be able to cancel it.

Online Users – Once you have logged in to your Masari Account, find the transaction you want to amend or cancel in your Dashboard or on your My Transactions page. Select the transaction, and you will be given the option to request an amendment or a cancellation. Some amendments can only be processed by our Support staff. For such transactions or if you need any help, please Contact Us or use the Live Chat facility.

In Person – You can either speak to a cashier at your nearest Masari location, who will request an amendment or cancellation for you. Alternatively, it might be more convenient for you to Contact Us or use the Live Chat facility.

A simple mistype can send money to the wrong person. Always double check the mobile wallet number that you have selected to pay. We can sometimes recall a mobile wallet transfer has already been sent, but this is not guaranteed. If you have entered incorrect information when sending money, for example an incorrect mobile wallet number, please let us know immediately.

Online Users – As soon as you realise that you have accidentally transferred money to someone else's account, please log into you Masari Online account, find the transaction in your My Transactions page. If the transaction has an “In Progress” status, click on the transaction Reference Number to see the transaction details on screen. Click on the Cancellation Request button and then Contact Us or use the Live Chat facility immediately to let us know what has happened. Please note that the status of the transaction may not be accurate as we need to wait for a status update from the service provider. As such, a transaction that is shown as “In Progress” might we have already been paid.

If the transaction is shown as “Paid”, please Contact Us or use the Live Chat facility immediately to let us know what has happened. We will try our best to get the money recalled but this is not guaranteed.

In Person - As soon as you realise that you have accidentally transferred money to someone else's account, please let us know immediately. You can call your Masari Agent directly, the Masari helpline number shown on your receipt and Masari membership card or you can let us know through the Contact Us facility on this website.

Online Users - We try to ensure cancellations are free of charge. If you cancel your transaction before an instruction has been sent to our payout partner in your destination country, you will be issued a full refund. If you cancel your transaction after we have sent an instruction to our payout partner, you will be issued a refund for the send amount only, excluding fees. In such cases, depending on the credit/debit card used and the timing of your cancellation, you might only see a charge for the fee on your statement or alternatively, you will see a charge for the whole amount (the amount you are transferring plus the fee) and then a separate refund of the transfer amount.

In Person – We try to ensure cancellations are free of charge. If your cancellation is as a result of a technical issue or due to mistake made by the cashier at your Masari Location, then you will be issued with a full refund. For all other cancellations, you will be issued a refund for the send amount only.

Online Users – Once a transaction has been cancelled, online refunds will typically take between 3 and 10 days to be credited back to you, depending on the credit/debit card or bank used.

In Person – Once a transaction has been cancelled by a cashier at your nearest Masari location, you will receive the refund immediately.

Masari transfers are quick. Money sent via our cash payout or mobile wallet services are normally available for collection at a payout location within minutes and can be collected at your Receiver’s convenience. The home delivery and account credit services normally take up to 3 working days, depending on the destination country the delivery location and/or the local banking system.

Online Users – You can Track Your Transfer or log in and you will find details of the status of your transaction in your Dashboard or in My Transactions page.

In Person – The cashiers at your nearest Masari location will be able to tell you the status of your transaction or you can Track Your Transfer. You will just need the Reference Number of the transaction, which can be found on your receipt or in your notification.

If you are a receiver, you can also Track Your Transfer using the Reference Number. This can be found in your notification.

You can Track Your Transfer or if you are an online user, you can log in and you will find details of the status of your transaction in your Dashboard or in My Transactions page

Online Users – Once you have logged into your Masari online account, go to My Account, and select My Profile. Some changes to your profile can be made here. For changes to restricted data, you need to Contact Us or use the Live Chat facility, where our support staff will be able to help you. Please note that we are required by law to know our clients; therefore, some changes will need to be further validated or will require additional supporting documentation to be uploaded.

In Person – The cashiers at your nearest Masari location are always ready to help. Alternatively, you can contact your local Masari Support team (see the Contact Us page of this website or the back of your Membership card for Support contact details). We are required by law to know our clients; therefore, some amendments will require additional supporting documentation to be provided.

Online Users - If you encounter any problems with the registration process, your account, the creation of a transaction, entering Receiver details or making a payment, you can Contact Us or use the Live Chat facility on this website.

In person – The cashiers at your nearest Masari location are always ready to help. Alternatively the telephone number for your local Masari Support team can be found on the back of your membership card or you can contact our dedicated support line through the Contact Us facility on this website.

If you have forgotten your password, please click on Login followed by the Lost Password link. You will be required to enter the email address with which you have registered your Masari Online account. You will then receive an email to reset your password (please check your junk folder if you do not receive it). If you still have trouble, please Contact Us.

For security reasons, your Masari Online account will be locked if you have attempted to log in a number of times with the incorrect email/password combination. You will not be able to reset your password while your account is locked. Once locked, you will need to wait for at least 4 hours from your last log in attempt to try again. If you are still unable to log in after this time, please click on the Lost Password link. This will allow you to reset your password, by entering the email address with which you have registered your Masari Online account. You will receive an email to reset your password (please check your junk folder if you do not receive it). If you still have trouble, please Contact Us.

As a licensed and regulated payment institution, we are required to adhere to a number of rules regarding our customers, their security, and their transactions. Your account may be blocked for a few reasons. For example;

• You have signed up for more than one Masari Online account
• We have detected unusual transactions or behaviour

Regrettably, there will always be people who like to prey on the innocent. Such people use a multitude of scams to trick others into sending them money. We at Masari, take this seriously and ask that you never send money to people you do not know and have not met, however believable their story.

Once your funds have been collected or credited to an account in the destination country, it becomes almost impossible to reverse the transaction.

If you believe you have been scammed in any way, please Contact Us immediately and we will try to help.

You will have received an email to confirm your registration to your Masari Online account. The email contains a link to activate your account which expires within 15 minutes.
If 15 minutes pass after the email is sent, click on the link to go to My Account and request a new one. A new link will be sent to your registered email address within a few minutes (remember to check your junk email folder). Click on the link and activate your account to log in.

Masari will never send you an email asking you to provide this information. You will only be required to submit your financial information when you make a payment on our website.

If you receive such an email, please do not respond, click on any links within the email or disclose any of your personal information. Instead, Contact Us to let us know as soon as possible, so that we can ensure that your Masari Online account is safe and that the relevant authorities are informed.

You can reset your password by clicking the Lost Password link at Login. If you have typed in the wrong password three times your account will be locked. You will need to wait at least 4 hours for security reasons before you can try again. When doing so, please ensure to use the correct username and password.

If you have forgotten your password, please click on the Lost Password link in the Login pop up. Then, enter the email address you registered with, and we'll send you a link to reset your password (remember to check your junk email folder). Please note that once your account is locked you will not be able to reset your password.