Frequently Asked Questions

Yes, the kasaGO kiosks are only available in the US, but you can send money to Mexico and Colombia.

Visit the link HERE for the most up-to-date list of kiosk locations.

To create a kasaGO profile, we require and verify:

• Your full legal name (as shown on your government issued ID)
• Your date of birth
• Your US residential address (must be a physical address; no PO Boxes)
• Your email address
• Your US phone number for your SMS enabled device

In order to create a profile you must be 18 years of age or older.

You can change the language on the kiosk at any time during your transaction by using the language toggle found in the top right of the kiosk screen.

As you fill out your profile, you will be prompted to correct items, if needed (e.g. name, address, phone, or email).

For example, if the address is not complete or valid, or the email address or phone number are not in a valid format, you will be prompted to correct these items. You will have several opportunities to correct invalid or mistyped information. Before submitting your information, please be sure to confirm the details are correct and complete to avoid any issues with creating your profile.

If additional information is needed, we may be required to contact you.

If you need to update your information at anytime, see How do I update the info on my profile?

To ensure that our service remains secure, we are not able to disclose the reason why your profile was denied. You have the right to appeal our decision by submitting your appeal request HERE.

No, there are no fees to sign up for kasaGO. However, there could be fees associated with utilizing the service. Any fees associated with your transaction will be listed prior to submitting it and will also be stated on your receipt after completing your transaction.

1. Tap the screen on the kiosk to get started
2. Click the Send money now button
3. If you have already created a profile, choose to login via phone number or email

If this is your first time using the kiosk, please see How do I sign up for a kasaGO profile?

No; your kasaGO profile can only be accessed and managed through a kasaGO kiosk.

Your kasaGO profile can only be accessed and managed through a kasaGO kiosk.

While at the kiosk, follow the steps to login to your profile. Once logged in: 1. Click My Profile 2. Click Personal Information 3. Click the small pencil icon next to any of the pieces of information that you would like to update

From your profile, you are able to update your email address, phone number, and address. Any changes to this information may require an additional review of your profile.

If you do make a change to your email address or phone number, a One Time Password (OTP) will be sent to the new email address or phone number. You will need to confirm that OTP sent to the new contact before the update is made to the email address or phone number.

If you are having trouble with receiving the OTP, please see What do I do if I cannot or did not receive the code to access my profile?

If you have experienced a legal name change, please contact us at tel: +1 (866) 645-8668.

kasaGO does not use stored passwords for the login process.

Instead, you will log in to your profile using your phone number or email address. After selecting your phone number or email address to login, you will receive a security code, also known as a One Time Password (OTP). You will need to type that security code into the kiosk when prompted to access your profile.

Note: If receiving your security code through email, be sure to check your spam folder.

If you have not received the requested security code, please see What do I do if I cannot or did not receive the code to access my profile?

If you have received an SMS or email with a security code and you are not at a kiosk, someone may be attempting to access your kasaGO profile. To ensure that our service and your personal information remains secure, do not share this security code with anyone.

If you believe that someone is trying to access your profile, please contact us at +1 (866) 645-8668.

<p>The security code is a One Time Password (OTP) that will be sent to your phone number or email address (WhatsApp is not an available option to receive the OTP). You will need to type this security code into the kiosk when prompted by the screen to access your profile.</p>
<p>Keep in mind that the security code is only valid for 10 minutes, so be sure to have access to your phone or email while you are at the kiosk.</p>

The security code is the One Time Password (OTP) that is sent to your phone number via SMS or email address to allow you access to your kasaGO profile at a kiosk.

If you have not received the security code, make sure that you have cellular service on your device to receive emails or SMS text messages. You will need to have a device that is capable of receiving the security code while you are at the kiosk.

Also, please ensure that you have not blocked the email domain noreply@kasagocash.com or phone number +1 (256) 598-9678 that the OTP is sent from.

If you are unable to successfully enter your OTP, your profile may be locked for security purposes. If this happens, please contact us at +1 (866) 645-8668.

If you are already logged in to your profile, please ensure that your contact information is correct including phone number and email address. If you need to update the contact information on your profile, please see How do I update the info on my profile?

Your kasaGO profile cannot hold funds for future transactions.

During each transfer, once you confirm all the details including amount, payment method, and delivery method, you will be asked to submit the payment.

<p>No, the kasaGO service is only offered through a kiosk at a participating merchant.</p>No, the kasaGO service is only offered through a kiosk at a participating merchant.

For a list of locations, see Where can I find a kasaGO kiosk?

At this time, you can only complete a money transfer through the kasaGO kiosk.

Your kasaGO profile can only be accessed and managed through a kasaGO kiosk.

On the kasaGO kiosk, once you are logged into your profile, click Recent transactions to view your transaction history.

The exchange rate updates in real time as you progress to complete your transaction and may vary from the exchange rate quoted on the starting screen of the kiosk.

When you are asked to confirm the final details of your transaction, the applied exchange rate for the transaction will be displayed on the screen. At that time, you will have the option to confirm or cancel your transaction.

Sending money to recipients abroad is easy using the kasaGO kiosk.

First, if you haven’t already done so, you’ll need to create a profile. See How do I sign up for a kasaGO profile?

Once on the Home screen, tap Send Money and follow the prompts to enter the amount you wish to send, select or add a recipient, confirm the details, and complete payment.

Make sure to confirm your recipient’s information is accurate and complete to prevent any transfer or delivery issues.

Available destination countries may vary. You will see the list of supported countries during the transaction.

You will need the following information to add a recipient:

• Recipient’s full legal name (as shown on their government-issued ID)
• Recipient’s date of birth
• Recipient’s phone number
• Recipient’s address, city, state/region, and country
• Recipient’s bank details, if a bank is the chosen delivery method
• Recipient’s cash pickup location, if cash is the chosen delivery method

Make sure to confirm your recipient’s information is accurate and complete to prevent any transfer or delivery issues.

Managing your recipients in your profile:

To add or edit a recipient without sending a payment:

• Login and navigate to your Profile
• Click on Recipients
• To add a recipient, tap on “Add new recipient +” and follow the prompts to add your new recipient
• To edit a recipient, tap on the recipient you wish to edit and tap “Edit Information”
• All of the information above that is needed to add a recipient can be edited

To remove a recipient:

• Login and navigate to your Profile
• Click on Recipients
• Tap on the beneficiary that you wish to remove
• Tap “Delete beneficiary” in the top right

Note: Once a beneficiary has been deleted, it cannot be reactivated and you must add that beneficiary as a new recipient.

Cash pickup transfers are typically available within minutes, while bank account transfers are generally completed within one business day. Delivery times may vary depending on destination, payout partner processing, and security review. The estimated delivery time for your transaction will be shown during the transaction and on your receipt.

After initiation of the transaction at the kiosk, you will receive an SMS with transfer details including when and where the funds will arrive for the recipient. This information includes the Transaction Reference Number, estimated delivery date and time, and delivery method.

To ensure the security of your money transfer, we may need to contact you to obtain additional information about you or your recipient; which may increase processing times. In addition, transactions can sometimes be delayed due to regular checks we are required to perform. This may result in the need for additional information from you or your recipient. For more information, see Why am I being asked for Proof of Funds? What is it?

Prior to sending money to someone, you will be prompted to confirm the transaction details. Please ensure that the recipient’s details are correct prior to completing the transaction.

• Cancel within 30 minutes for a full refund of the principal amount and fees paid.
• After 30 minutes, you may request a refund of the principal amount if the funds have not already been paid out to the recipient.

Your refund will be sent via check. Please allow 7-10 business days for delivery of your check refund. With any questions or concerns, please contact us at +1 (866) 645-8668.

Please note, if the funds have already been paid out to the recipient before your request to cancel is processed, the transaction cannot be canceled.

After initiation of the transaction at the kiosk, you will receive an SMS to the phone number you provided with the Transaction Reference Number, estimated delivery date and time, and delivery method.

You can then communicate the pick up details to the recipient.

Transaction processing times may vary based on delivery method.

• If you have selected cash pick up as the delivery method, your recipient should typically receive the funds at the pick up location within minutes.

• If you have selected bank account as the delivery method, your recipient should typically receive the funds within one business day.*

*Business days are considered Monday-Friday, excluding federal and bank holidays.

In addition, please refer the transaction receipt for more information regarding funds availability. The transaction receipt will show the payment date on it, along with the amount, exchange rate, fees, etc.

To ensure the security of your money transfer, we may need to contact you to obtain additional information about you or your recipient; which may increase processing times. In addition, transactions can sometimes be delayed due to regular checks we are required to perform. This may result in the need for additional information from you or your recipient. For more information, see Why am I being asked for Proof of Funds? What is it?

If you wish to permanently close your kasaGO profile, please contact us at +1 (866) 645-8668.

Closing your kasaGO profile is a permanent action and you will not be able to retrieve any information, including transaction history, or recipient information. If you would like to use a kasaGO kiosk after closing your profile, you will be required to create a new profile.

Closing your kasaGO profile is a permanent action and you will not be able to retrieve any information, including transaction history, or recipient information except as required under Reg E of the Electronic Funds Transfer Act (EFTA) or other similar applicable law. If you have previously requested us to permanently delete your profile, you will need to create a new kasaGO profile.

For more information on creating a profile, see How do I sign up for a kasaGO profile?

The kasaGO Terms and Conditions are available HERE.

Your refund will be sent via check. It will typically take 7-10 business days for delivery of your check refund depending on your mailing location. With any questions or concerns, please contact us at +1 (866) 645-8668.

Please note, if the funds have already been paid out to the recipient before your request to cancel is processed, the transaction cannot be canceled.

In the kiosk, you can find out why your transaction was declined by navigating to the Recent transactions section of the Home screen and clicking the transaction detail of the failed transaction. The transaction detail will provide information about the status of the transaction.

If you have any further questions about the status of your transactions, please contact us at +1 (866) 645-8668.

kasaGO will always send a receipt to the email address on your profile. If you have requested a printed receipt and the kiosk is unable to print it, please see the store clerk for assistance.

If you find any errors on your receipt, it is important that you contact us as soon as possible. Please call us at +1 (866) 645-8668.

Although not common, in order to ensure that the kasaGO service remains secure, we may need to obtain additional information from you regarding the source of your funds. If required, you will receive a notification from our Support team with information on how to submit the necessary documentation.

The government requires some personal information from customers to help the United States fight against the funding of terrorism and money laundering activities. Federal law requires all financial institutions to collect, verify, and keep identifying information for anyone who opens a profile. Please see our privacy policy for what personal information we collect from you, how we use your personal information, and with whom we share your personal information.