Your COVID-19 Money Transfer Questions: Answered

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Wooden blocks spelling out FAQS

In these uncertain times, we understand you may have questions regarding our service and the process of sending money. Below, you will find a list of frequently asked questions we’ve been getting amid the COVID-19 crisis. For more general information about our services or how to send money with Ria, please visit our Knowledge Base.

 

Can I still send and receive money with Ria?

Yes, most of our services and locations remain active. We also encourage you to utilize our digital solutions to send money at www.riamoneytransfer.com or through our money transfer app available in the US and Canada.

While most of our retail locations are open, some areas may be temporarily shut down or following different opening hours due to specific government guidance. Given the dynamic situation, we recommend customers to please check the Store Locator on our website or Google Maps for the most up-to-date information. Before leaving your home, please call your local store to confirm availability of services and business hours.

 

Can I still send or receive money in countries that have declared a state of emergency?

Yes, but it varies per country. While our goal is to keep digital and retail services operational across the world, we’re abiding to all local regulations and guidelines. Given the dynamic situation, Ria is recommending customers experiencing local restrictions to use Riamoneytransfer.com and choose payout methods like direct bank and mobile wallet deposits, which are currently available in more than 125 countries.

 

What happens if my preferred location is closed due to the COVID-19 situation?

Our team is working around the clock to ensure our network suffers as little disruption as possible. However, given the complexity of the situation, some locations may be closed by local authorities. For this reason, we recommend sending money through riamoneytransfer.com or the Ria Money Transfer app available in the US and Canada and selecting mobile wallet or bank account delivery options whenever possible. We also ask that you please call your chosen Ria location to confirm business hours and availability before leaving your home.

 

If I can’t leave the house, can someone pick up the money on my behalf?

For security reasons, only the designated receiver can pick up a transfer. If you live in an area with imposed mobility restrictions, check with your local authority to see if going to collect a money transfer is a valid exception and what steps should be taken. If this is not an option, please get in touch with our Customer Service team to discuss alternatives.

Do I lose the money if I can’t pick up my transfer?

If you can’t pick up your transfer, you can call our Customer Service team to either select an alternative payout method or to issue a refund to the sender.

 

How do you know which retail locations to keep open?

We’re evaluating the situation in each city, country, and region following all instructions provided by local governments and international health bodies. If the local authorities are allowing money transfer operators to continue working, our stores remain open. In these cases, we have provided our retail employees with updated safety guidelines as well as the necessary protective gear.

 

How is Ria helping its customers through this crisis?

Although the spread of COVID-19 poses a global challenge, our customers are always at the heart of everything we do. We are here to reassure you that we will continue offering our services during this trying time. We understand that this is a critical time for you and your family, and we will do all we can to help you support your loved ones through this crisis.

For greater comfort, our digital services: riamoneytransfer.com and our mobile app remain available as usual during the COVID-19 pandemic. Most of our stores and agents are open, with some of them operating under restricted schedules. We encourage you to contact your preferred location for updated opening hours or consult Google Maps.

For more information, please visit our COVID-19 Information Base.

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