Frequently asked questions







1. What is USEND?

USEND is a trademark of Pronto Money Transfer, Inc. It provides U.S. consumers, ages 18 and over, the ability to send money, pay bills and reload pre-paid phones to many destination countries, with any U.S. based bank account.

2. How does USEND work?

After you place your first transaction, we will verify your identity and other information as well as information from your designated beneficiary (this verification may take up to 5 business days). You must correctly enter your payment method information and indicate the amount to be sent. After these verifications, the transaction is processed and confirmed for delivery in accordance with your instructions.

3. How do I send funds online?

New users can easily register for a free account at USEND. Read our User Agreement and proceed with your registration. If you are already a registered user, please login to your account with your unique username (email address) and password. You will calculate the amount that your beneficiary will receive, indicating the amount to be sent and payment method. Press the "Send money now", select the recipient or add a new recipient. Select a payment method from the list, or add a new payment method (bank account/debit or credit card). Review your transaction and process. Finally, you will see a confirmation page with your receipt number. You will also receive an email and SMS with this information. 4. Which countries can I send money to?

Money remittance and recharge of pre-paid phones are available for delivery throughout many destination countries. Currently we offer services to Argentina, Bolivia, Brazil, Colombia, Dominican Republic, Ecuador, El Salvador, Guatemala, Honduras, Japan, Mexico, Nicaragua, Panama, Paraguay, Peru, Philippines, Portugal and Uruguay. 5. Where can I send money from?

With USEND, you can send money from our mobile App, any computer that has internet access, and a web browser that supports 128-bit encryption. We currently operate in the following states: California , Connecticut , District of Columbia , Florida , Georgia , Hawaii , Illinois , Louisiana , Massachusetts (907330) , Montana , Nevada , New Hampshire , New Jersey , New Mexico , North Carolina , North Dakota , Oregon , Pennsylvania , Rhode Island , South Carolina , South Dakota , Utah , Virginia , Washington . 6. How can I pay for a transaction?

You can pay for your transaction using any active U.S. bank account or credit/debit card Visa®, MasterCard®, Discover®, and American Express® issued in the USA. In order to pay for transactions of more than $7,995 you are required to send a wire transfer. Please call our Customer Service for more details at 1-888-305-7264 or email: help@usend.com. 7. What's the transaction limit?

You can send up to US$2,995 (transaction amount + fee). For amounts aggregated to more than US$ 2,995 within 30 days, you must call our Customer Service, then once you are approved your transaction limit will be increased. 8. How much does it cost?

The cost for your transaction will vary depending on the destination country and the payment method you select. You can use our calculator to see your cost. 9. How is the exchange rate determined?

The exchange rate varies and the best current rate is published on our website. 10. What currency is used?

The currency used is U.S. Dollar and the delivery of funds is made in the local currency at each destination country. 11. How will the beneficiary receive the money?

Bank deposit - the bank account of the beneficiary is credited with the funds or the funds will be ready for pick up depending on the services available at each destination country and also according to instructions received by the sender at the time the transaction is being made.

Cash pickup - the beneficiary will go to the designated payee location and will collect the amount received by the sender. Please refer to each destination country's page for more details. 12. How are remittances paid out to the beneficiary?

Please refer to item 11. 13. What kind of identification must the beneficiary present?

In order to receive the cash pick up funds, the beneficiary may need to present a valid Identification Card issued by the local government at each destination country. The local bank may also request more information or other type of identification. 14. How do I check the status of my remittance?

USEND automatically sends an email and SMS providing the status of your transaction until the money is paid to your beneficiary. You can also access our website and click on "My Account" and see the status of transactions. 15. How can I pay bills?

You select the bill payment option both at the website and mobile App, all the information for the service will be displayed, you have the option to enter bar code manually or have it scanned by the App. All other related information may vary according to bill payment rules at each destination country. You may be required to send a picture of the bill you want to pay. 16. How do I report a problem?

Send us an email at info@usend.com or call us at 1-888-305-7264. 17. What do I do if my debit/credit card is not being accepted?

Make sure all the provided information is correct. If the problem persists, send us an email at info@usend.com or call us at 1-888-305-7264. 18. What are "Verified by Visa" and "MasterCard Secure Code"?

Verified by Visa and MasterCard Secure Code is a service that offers debit card holders, an extra layer of protection against online fraud. 19. How do I login if I forgot my password?

If you do not remember your password, click "Forgot Password?" and enter your e-mail. After verification, your password will be sent to the registered email. 20. How do I change the information on my user account?

Login to your account, click on "My account", then "Edit my account". 21. What hours is the online remittance service available?

USEND is available 24 hours a day, seven days a week. 22. What restrictions are applicable in money remittance transactions?

USEND prohibits the use of their services to transfer money to finance, directly or indirectly, illegal activities, including, but not limited to money laundering, support for terrorist activities, fraudulent sales, solicitations, or theft. In accordance with the law, we are required to collect additional information on certain transactions that meet the criteria of the relevant regulations. For new customers, it might require a clear and legible copy of a valid photo ID to be sent to us via email, fax or mail before your transaction can be processed for payment. 23. How do I change or update my remittance once the transaction has been submitted?

For any modification or correction you should contact our Customer Service. 24.Where can I withdraw my money in destination country?

Each financial institution at destination country provide different options for the beneficiary to receive the funds. Please refer to our website for more information. 25. Can you deposit funds directly into my beneficiary bank account in destination country?

Yes, USEND can deposit funds directly into your beneficiary account depending on the services available and offered by the financial institution at destination country.









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