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Frequently Asked Questions

Below are some common questions and answers. If you do not see your question or answer, or you would like additional help, please Contact Us.

SENDER'S QUESTIONS
What is BillMo™?

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BillMo™ is a mobile wallet service that turns your smartphone into a powerful payment tool. With BillMo™, you can receive money from a friend in the United States, get cash at more than 8,000 locations in Mexico, pay for purchases at participating retailers, pay bills with major utilities and top-up prepaid mobile phones (your own as well as others).

Who is eligible to receive money via BillMo?

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To receive money with BillMo you must be a Méxican citizen at least 18 years old, and have an Android smartphone or Apple iPhone smartphone with a valid Mexico (+52) cellphone number.

Is there a fee to register or download the app?

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There is no fee to download the app or register.

How do I send money?

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You can send money using the BillMo™ mobile app from anywhere in the United States. Or you can send money at a BillMo agent location..Currently, BillMo™ agents can be found in Georgia, North Carolina, Oklahoma, South Carolina & Texas For more information call Customer Care at 1-888-870-3912 or visit the BillMo™ web site at www.billmo.com (mobile friendly).

How do I set up a Recipient?

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From the main menu select Recipients then at the bottom of the page select Add Recipient. From there you will be prompted to provide the required information: recipient’s first name, last name, and mobile phone number.

How do I register?

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In order to use our services download the BillMo™ App from the Google Play store or the Apple App store and open it. You will need to provide personal information in order to identify yourself (the same as needed for similar money transfer services). In order to complete a transaction you must provide a valid payment method (a debit card).

What kind of payment methods can I use?

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You may safely and securely pay with your Visa, MasterCard or Discover debit card issued by U.S. bank. At this time we do NOT accept prepaid debit cards, such as Greendot, credit cards or American Express.

Does the Recipient need to have a BillMo™ account?

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Yes, before the recipient can receive money they will be required to register as a BillMo™ wallet holder. See the section in the FAQs on Receiving Money for more information.

What if I don’t have all of the Recipient’s information?

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The minimum required information to send money is the recipient’s first name, last name, and mobile phone number. The mobile phone number is required because the recipient will need to register as a BillMo™ customer using their smartphone.

What if a Recipient changes their information such as phone number?

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If the recipient changes their mobile number, they will need to contact BillMo Customer Care in Mexico. When they have done this, you should edit their information in the app to reflect the new number.

How much can I send?

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You can send between $1.00 and $999.99 in each transaction.
You can send a total of $3,000 per month (every 30 days). This can be spread across more than one recipient.
Each recipient can receive up to $3,000 per month (every 30 days). This can be from more than one sender.

How much does it cost to send money using the BillMo™ app?

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There is a $0.99 fee per transaction to send money using the app. The fee can vary at an Agent retail location.

What about the exchange (FX) rate?

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BillMo™ offers a fair and competitive exchange rate. Before completing any transaction you should confirm the exact FX rate. The current FX rate is displayed prominently in the app. Also confirm the amount you are sending in dollars and the amount the recipient will receive in local currency. NOTE: BillMo™ may use an FX rate that differs from the official government FX rates.

How long does the money take to arrive?

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If the transfer is to a recipient who is already a registered BillMo™ wallet holder, the transfer will usually be available for your recipient in minutes. If the recipient is not a registered BillMo™ customer, then the funds will be available as soon as they are registered.

What can cause a delay in the money arriving?

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Some things that could slow down processing:
• Additional information required because of transaction size or other limits
• Identity confirmation delays (first time senders)
• Payment processing issues including account verification
• Erroneous recipient details such as incorrect mobile phone number.

Will you tell me when the money arrives?

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You will receive SMS, e-mail or in app notifications as your money transfer progresses through our system, including when the recipient receives the funds or when they register with BillMo™ if they are a new user.

How can I check the status of a transaction?

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On the Home Page of the app select Activity. Your transaction will appear. Select it and you will see a transaction summary page that will include the current status.

Can I change a transaction amount or recipient after I have submitted it?

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No, a transaction amount or recipient cannot be changed after it has been submitted; it can only be cancelled.  If you need to cancel it, please call BillMo™ Customer Care at 1-888-870-3912. At that point you can submit a new transaction.

How do I cancel a transaction?

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You can cancel a transaction to a recipient who has not registered by calling BillMo™ Customer Care at 1-888-870-3912. If the recipient is already registered and you sent them money by mistake, you can call BillMo™ Customer Care and request a cancellation. Depending on the situation, including whether the recipient has sufficient funds in their wallet to cover the cancellation amount, a refund may be possible.

How long does it take to cancel a transaction?

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If a cancellation is possible, BillMo™ will issue a credit to your debit card account immediately. The time it takes for that transaction to post to your account depends on the policy of your card issuer.

Where can I send money?

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You can send money to anyone in México who is able to register as a BillMo™ customer.

What kind of payment methods can I use?

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You may safely and securely pay with your Visa, MasterCard or Discover debit card issued by a U.S. bank or financial institution. At this time we do NOT accept credit cards or American Express.

How do I add or change my payment method?

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Go to the main menu of the app and select the Sidebar menu in the upper right. Select Edit Funding Source where you can either edit an existing card or add a new one. You enter your name as it appears on the card, the type of card, the card number, security code and expiration date. The authorization reaches us very quickly, usually within a few minutes.

Why am I getting a payment method failure message?

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The most likely reasons are:
• your debit card number, expiration date or verification code (CVV) are not entered correctly.
• your address is not entered exactly as it appears in your card account.

What does the recipient need to do to receive money?

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The recipient needs an Android (version 4.0.3 or higher) or Apple iPhone smartphone. They must download and install the BillMo™ app and register for the service. They must have a mobile data plan or access to Wi-Fi (they are responsible for data networking charges).

What can the recipient do with the money?

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The recipient can use their BillMo™ mobile wallet to get cash out from participating partners, top-up prepaid mobile phones, pay bills and shop at participating retailers.

Where can the recipient pick up money?

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The recipient can get cash at these participating partners: Bancomer, Bancoppel, Elektra (Banco Azteca), Pagos Intermex and Telecomm.

Check with each partner for their hours of operation and any special limits or conditions for getting cash. The recipient should follow the directions on their mobile phone and have personal identification with them when they go to get cash out.

What if the recipient can’t register but still needs to get the money?

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If the recipient can’t register because they do not have the right type of mobile phone, you can cancel the transaction and get a refund by calling BillMo™ Customer Care at 1-888-870-3912. Or you can request that BillMo™ Customer Care issue a traditional money transfer cash out code at the desired bank for your recipient. You will be responsible for communicating that code to them and there will be a charge of 200 MXN for the creation of the code.

What is the BillMo™ Referral Program and how much can I receive?

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The BillMo™ Referral Program is a win-win for you and your friends. Simply put, it’s free money. Share BillMo™ with your friends and you earn a $25 promotional credit after their first BillMo™ send. There’s more! Because they entered your referral code during their first BillMo™ send they also get a $25 promotional credit which is automatically applied to this send. It’s a win-win. Share more to get more.

Who can make a referral or be referred?

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At this time only individuals in the US who send money to a beneficiary in Mexico are eligible for the BillMo™ Referral Program and the $25 promotional credit. View our Referral Program Terms & Conditions for full details.

Is there a limit to the number of referrals I can make or the credits I can earn?

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Tricky question but easy answer: You are only limited by the number of friends you have. Invite them all and you can earn a $25 promotional credit for each successful referral.

How are the referral promotion credits applied?

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Credits are applied to transactions before the use of any personal money is required. For example, if you have $25 in promotional credit and wish to send $100 to a beneficiary in Mexico, the $25 credit is applied first, reducing your out-of-pocket expense to $75 (excluding fees).

What is my referral promotion code? Where do I find it?

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Your referral promotion code is a six to seven digit alphanumeric code (e.g.: AA1234) that is automatically generated by BillMo™. You can find your referral promotion code on the invite screen within the BillMo™ app.

What do we need to do to get started (how does this work)?

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It’s super easy to get started:

  1. Share your referral promotion code with your friends directly or from within the BillMo™ app.
  2. Follow-up with your friends to insure they downloaded the BillMo™ app and completed registration.
  3. Stress that they enter your referral promotion code during their first send. (Remember, after they enter your referral promotion code during their first send, they will receive a $25 promotional credit which is automatically applied to this send.)
  4. That’s it. If your friend’s beneficiary in Mexico is already a BillMo™ user, you will immediately receive a $25 referral credit. If this beneficiary is new to BillMo™, you will receive a $25 referral credit after the beneficiary has successfully downloaded the BillMo™ app and received their money.

(Patience is a virtue. It may take the beneficiary in Mexico a few days to register. If they choose not to register and forgo the money sent to them or the send is cancelled, no referral credit will be issued to you for this transaction. However, the $25 promotional credit belonging to your friend will be restored so they can try again.)

What if my friend enters the wrong referral promotion code?

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If a friend enters the wrong referral promotion code (and, say, enters the promotion code of another friend) you will not earn the referral promotion credit. Referral promotion codes cannot be changed after a referral promotion code has been entered and accepted.

How do I know if someone is using my referral promotion code?

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When someone has successfully used your referral promotion code you will receive an SMS message from BillMo™ to notify you. You can also find additional details displayed on the Activity tab within the BillMo app.

Do the credits ever expire or go away?

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Is the earth round? Is the sky blue? Unused credits do expire one year after they are first received. The bigger question is why would anyone want to hold credits longer than one year? Also, if your account is ever suspended or cancelled, you forfeit the right to any unused or future credits.

Can I share my referral promotion code on social media websites such as Facebook?

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Absolutely! In fact, sharing your referral promotion code on social media websites is highly encouraged. Post, share, text, and tweet your referral promotion code to all of your friends. Please be sure you tell people it is from you so they don’t report it as spam. Share responsibly.

Where do I find the Terms & Conditions for the Referral Program? What if I have questions or problems?

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The full BillMo Terms & Conditions and Referral Program Terms & Conditions are available in the BillMo mobile app and website: www.BillMo.com. Questions, notifications, and requests for further information can be sent to BillMo via e-mail at customer.support@billmo.com, by phone at 1-888-870-3912, or mail to BillMo LLC at 765 Straits Turnpike, Middlebury, CT 06762.

 

 

Is my money and personal information safe?

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Yes. We take your data security and privacy very seriously and are committed to securing your financial information. We use proven technology to protect and secure your personal information. In addition, BillMo™ is regulated by state and federal U.S. government agencies as well as Mexican entities, and is subject to regular audits by them to ensure our compliance with their strict standards.

Visit the BillMo™ web site to see the Privacy Policy: https://www.billmo.com/terms/

Why do you ask for my mobile phone and email?

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Your mobile phone number is a critical part of how we identify you and communicate with you and is required. We ask for your email as an alternative means to contact you if necessary. It is optional.

Is my payment information safe?

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Yes. At BillMo, we practice payments industry best practices, the Payment Card Industry Data Security Standard (PCI DSS), and work closely with our payment processing partners to keep your payment card information secure. We do not store your payment card information in our platform.

Web Site information

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Visit the BillMo web site for more information including more detail help: www.billmo.com (mobile friendly)

Customer Care contact information

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Call 1-888-870-3912 or e-mail customer.support@billmo.com

How do I register?

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BillMo™ has a simple registration process. Download the app from the Google Play Store or the Apple App Store. Open the app and fill in  the registration information requested. When prompted, follow the instructions provided to help verify, protect and manage your account, by creating a password and PIN.

What is BillMo™?

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BillMo™ allows you to send money from the US to family and friends in México, transforming their smartphones into a powerful payment tool.

Who can receive money via BillMo?

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Any person who lives in Mexico, has a recent Android or Apple smartphone with a valid Mexico cellphone number, and is at least 18 years old.

RECIPIENT'S QUESTIONS
What is BillMo™?

This post is also available in: enEnglishesEspañol(Spanish)

BillMo™ is a mobile wallet service that turns your smartphone into a powerful payment tool. With BillMo™, you can receive money from a friend in the United States, get cash at more than 8,000 locations in Mexico, pay for purchases at participating retailers, pay bills with major utilities and top-up prepaid mobile phones (your own as well as others).

Who is eligible to receive money via BillMo?

This post is also available in: enEnglishesEspañol(Spanish)

To receive money with BillMo you must be a Méxican citizen at least 18 years old, and have an Android smartphone or Apple iPhone smartphone with a valid Mexico (+52) cellphone number.

How do I register?

This post is also available in: enEnglishesEspañol(Spanish)

In order to use our services download the BillMo™ App from the Google Play store or the Apple App store and open it. You will need to provide personal information in order to identify yourself (the same as needed for similar money transfer services). In order to complete a transaction you must provide a valid payment method (a debit card).

How do I register?

This post is also available in: enEnglishesEspañol(Spanish)

BillMo™ has a simple registration process. Download the app from the Google Play Store or the Apple App Store. Open the app and fill in  the registration information requested. When prompted, follow the instructions provided to help verify, protect and manage your account, by creating a password and PIN.

What is the fee for sending money via BillMo?

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There is no fee to send money using BillMo, so you can send more money or save it. Also, there are NO fees for downloading the app or for using any of the multiple services of BillMo in México.

Are there any additional fees such as a registration or account maintenance fee?

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No. There are no sign-up, membership fees or monthly fees. You are, however, responsible for any data charges from your mobile network provider.

Where in Mexico is BillMo™ available?

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BillMo™ is an app available on the Google Play or Apple App stores For a complete list of cash out outlets click here

Why do I need a Password and a PIN?

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BillMo™ takes the security of your money very seriously. For certain transactions we require that you use a PIN in addition to the password you use to open the app. When you download the app for the first time, as part of the registration process you’ll be asked to create a PIN.

How do I change my PIN?

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To change your PIN go to Settings>Update PIN.

What is Top-Up?

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‘Top-Up’ is an easy way to add credit to any Mexican prepaid mobile phone using your BillMo™ account and app.

Who can I top-up?

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You can top-up any Mexican prepaid mobile phone.

What information do I need to send a top-up?

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To top-up a mobile phone you will need the mobile phone number and mobile operator name (such as Telcel or Movistar).

How quickly is the top-up received?

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Top-ups are usually received within seconds after completing a transaction.

I sent top-up to a wrong number by mistake. Can I cancel, retrieve or transfer this top-up to another number?

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No. Once the request has been sent, there is no way to reverse or refund a transaction so it’s important you enter the correct information.

I sent top-up to a wrong number by mistake. Can I cancel, retrieve or transfer this top-up to another number?

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No. Once the request has been sent, there is no way to reverse or refund a transaction so it’s important you enter the correct information.

I sent top-up to a number that was lost or stolen. Can I cancel, retrieve or transfer this top-up to another number?

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No. Once the request has been sent, there is no way to reverse or refund a transaction so it’s important you enter the correct information.

Can I set up recurring top-ups?

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No, but contacts are stored in the app for easy future use.

What is ‘Bill Pay’?

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‘Bill Pay’ is an easy way to pay your important bills using your BillMo™ account and app.

What bills can I pay?

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You can pay bills from CFE, Infonavit, Sky, Telmex, and many more. See the app for a full listing.

What information do I need to pay a bill?

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To make a bill payment, you need the account number and the amount to be paid. In many cases, the BillMo™ app can read the barcode printed on your bill to make it even easier and more accurate.

Can I pay a bill for a company that is not listed in the app?

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No. You can only pay bills for companies shown in the app.

How quickly is the bill payment received?

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Bill payments are processed within seconds after completing a transaction. However, it could take 24-48 hours for your payment to post to your account and be reflected in your account balance.  Please allow sufficient time.

I made payment to a wrong account number. Can I cancel, retrieve or transfer this payment to another account?

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No. Once the request has been sent, there is no way in the app to reverse or refund a transaction so it’s important you enter the correct information. Specific account billing question should be addressed to the payee.

Is there a fee to pay bills?

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At this time there is no fee to pay bills. In the future there may be a fee to pay certain bills. Check the app during the payment process to see if there is a fee.

Can I set up recurring bill payments?

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No, but account information is stored for easy future payment.

What is ‘Pay at Retail’?

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‘Pay Retail’ is an easy way to pay for retail purchases without cash at participating retailers using your BillMo™ account and app.

What information do I need to make a retail payment?

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To make a retail payment you will need to request a payment code.

How do I find a participating retailer?

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You can go to Settings > Locations > Retailers to see a map of locations near you.

How do I make a retail payment?

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To make a retail payment you select Pay at Retail from the app menu and get a shopping code. Provide this code to the store clerk. The amount of your purchase will be deducted from your BillMo™ account balance. The payment code is valid for 60 minutes.

Why does it ask for a PIN to complete the transaction?

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For security purposes, a PIN is always required to complete a transaction.

How long is the shopping code valid?

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The shopping code is valid for 60 minutes. If not used in 60 minutes, it expires and is not usable. It can only be used for one transaction. If you need to make another purchase in the same store, you will need another shopping code.

I need to return a purchase. What do I do?

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Please follow the store policy for returns.

How do I receive a refund?

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Please follow the store policy for refunds.

Is there a fee to pay retail?

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No. There is never a fee to pay for a retail purchase.

What is ‘Cash Out’?

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‘Cash Out’ is an easy way to withdraw cash using your BillMo™ account and app.

What information do I need to make a cash withdrawal?

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To make a cash withdrawal you will need to select a cash out location (such as a bank) and request a withdrawal code from the app.

How do I find a cash out location?

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You can go to Settings > Locations > to see a map of locations near you Also, to find a participating stores, you can go to ‘Cash Out’, select ‘New code’, and you can see all participating partners. At the bottom of the same page there is a map to find locations near you.

How do I withdraw cash?

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To make a cash withdrawal you will need to select a cash out location, an amount to withdraw and request a withdrawal code from the app. You will need to provide this code to the clerk to receive your cash, along with personal identification. Tell the clerk you used BillMo to get the withdrawal code and that you sent the money to yourself. (Do not use the name of the person in the US who sent the money to you.)

Why does it ask for a PIN to complete the withdrawal?

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For security purposes, a PIN is always required to complete a transaction.

How long is the withdrawal code valid for?

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The withdrawal code is valid for 30 minutes.

Are there any fees when withdrawing cash from my BillMo™ account?

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There are no fees charged to withdraw cash from your BillMo™ account.

What is BillMo™?

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BillMo™ allows you to send money from the US to family and friends in México, transforming their smartphones into a powerful payment tool.

Who can receive money via BillMo?

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Any person who lives in Mexico, has a recent Android or Apple smartphone with a valid Mexico cellphone number, and is at least 18 years old.

Frequently Asked Questions

SEND FROM A STORE

Send cash from an authorized BillMo money transfer location. No debit card of phone required.

Frequently Asked Questions

YOUR MONEY IS SAFE

BillMo uses the latest in security technology. Your money is safe and so are you with BillMo.

Frequently Asked Questions

DO YOU NEED HELP?

We are here to help you every step of the way. Contact Us with any questions you have.

REFER A FRIEND

Share BillMo with
friends and earn a
$25 Promotional Credit.

Download the BillMo app and start sending money now!

Frequently Asked Questions
Frequently Asked Questions
Contact Us

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