Frequently Asked Questions

Customer Service

What are Sigue®'s Customer Service hours?


Find below our business hours by Toll Free Number:

1-800-385-3316
English/Spanish/Portuguese: 4:00 am to 9:30 pm PST

1-888-356-2026
English/Tagalog: 5:00 am to 7:00 pm PST

1-866-465-2001 International Customer Service
English/Spanish: Service available 24 hrs.
French: 5:00 am to 2:00 pm PST

1-877-744-8385
English/Vietnamese: 8:00 am to 5:00 pm PST

1-877-808-9938
English: 5:00 am to 9:00 pm PST
Chinese: 7:30 am to 4:30 pm PST

Who can I call or where can I search for answers to my questions?


Visit your nearest Sigue® Location, contact Customer Service, or call us toll free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445

For Philippines, Vietnamese, Chinese and International Customer Service queries you can also send an email to CallCenter.US@sigue.com and/or CustomerService@sigue.com with a 24 hrs. coverage.
Fees & Rates

How much does it cost to send money?

Sigue® charges a competitively priced Transfer Fee for each money transfer the amount of the fee varies based on the amount of the transaction, the destination, and the time and date that the transaction is sent. For more information call from the US at 1-877-754-9777.



What other fees do you charge?

Sigue® does not charge any other fees. Sigue® does, however, keep any difference between the exchange rate that we receive and the exchange rate that we provide to the senders. Also, some states require that you pay taxes on money transfers.  In some countries, the payer may charge the recipient additional fees, and the local government may require that the recipient pay taxes on the amount received.

Sigue® discloses the exchange rate and any state taxes on the receipt that we give to the sender.  If known by us, we also disclose any additional fees and taxes that the recipient is required to pay.



How can I find out the Exchange Rate (FX/Forex Rate) for a specific country?

Rates change constantly. Please call Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445 and ask for the current exchange rate.

Our Services

Money Transfers:

Sigue® provides many great options for sending money to your family and friends. 

You can visit your nearest Sigue® location where sending money is easy.  A Sigue® representative will quickly assist you in sending money to your loved ones.


Or, you can download our SiguePay app to transfer money directly from anywhere through the convenience of your cell phone. The SiguePay app is available for download on Google Play, and the Apple App Store, and it is free!


  • Sigue® Locations: Sigue® Money Transfer is offered through thousands of retail locations throughout the United States. Please visit our Locations section, or call toll free 1-800-913-9599, to find a Sigue® location near you.


  • SiguePay: Send money with the new and enhanced SiguePay money transfer app. You can send money to 51 countries including Mexico, Guatemala, Honduras, Philippines, Bolivia, Dominican Republic, Costa Rica, Chile, and many more from your MasterCard or Visa debit card. It’s a fast, easy and secure way to take care of your loved ones!



Check Cashing:

Cashing your checks with Sigue® is fast and easy.

Cash your check today for a low fee at any of our approved Sigue® locations!

*Check cashing is subject to approval. Other restrictions may apply. See your local Agent for additional information.

*Check cashing not available in all states.



Money Orders:

Sigue® Money Orders give you the convenience of a check without the need for a checking account.
Money Orders with Sigue® are reliable, safe and available at approved Sigue® locations nationwide.

Payment Information

What payment methods can I use?

  • Sigue® locations only accept cash.
    If you use our SiguePay app, you can only send funds from a debit card linked to a bank account.


Can I pay with Debit or Credit Card?

If you use our SiguePay app, you can send funds from a debit card linked to a bank account.



How do I pay with other currencies?

Currently we only accept US Dollars (USD) for money transferred from the US to another country.
The recipients usually receive the funds in their local currencies.

Receiving Money in Foreign Destinations

During what hours is the service available?

Hours of operation vary by pay agent location.



What delivery options are available?

  • Cash pickup at a location of the paying agent, and
  • Deposit into the recipient’s bank account.  this option will vary by payer.
  • In certain countries, the paying agent may provide a home delivery service.


Why do you ask for personal Information during the transaction process?

For security reasons, to protect customer information, to comply with legal requirements, to protect our customers against fraud. We keep all personal information that you give us strictly confidential and we do not share it except to effect, administer, or enforce your money transfer or as otherwise authorized by law.



If my transaction is placed on a “hold” status, what should I do?

To find out the issue with your transaction, please call Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445

Recipient

How does my recipient pick up the money?

  • Visit the pay agent indicated to you by the sender.
  • Give the cashier the confirmation number given to you by the sender, and
  • Show them a valid government issued identification card.

* The confirmation number appears in the copy of the receipt kept by the sender. It helps to identify your transaction.



How do I know that my recipient received their funds?

If you are unable to reach the recipient, contact Customer Service or call toll free from the US at 1-800-385-3316 to ask if your transaction has been paid.


You can also check the status of your transaction online.



If my recipient cannot collect the money, what can I do?

Both the sender and the recipient can/should contact Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445 to verify the situation and help you to redirect the payment or obtain a refund.



What documents must my recipient present to collect the money?

The recipient will need to show a valid government-issued identification card to validate his/her identity.
The Payer will also ask him or her for the Confirmation Number of the transaction, which can be found on the receipt that is given to the sender.



Can I change my recipient’s name? / What should I do if the name of my recipient on the receipt is wrong?

As long as the transaction has not been paid, you can edit your recipient´s name. Just make sure that the new name matches exactly the name that appears on the recipient´s government issued identification card.

To change or edit the name of the recipient, please call Customer Service, toll-free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445.



Can my recipient collect the money on holidays and weekends?

Picking up money on a holiday or weekend will vary by payer.

Refunds & Cancelations

Can I cancel a Money transfer?

Yes, you can cancel a transfer so long as the transaction has not been paid. Certain restrictions may apply.

Please call Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445 to request a refund.

If you request your refund before noon, you may receive your funds the same day before 4pm, if not, you will receive them the next day.



What is the refund policy?

Sigue® will offer a refund so long as the transfer has not been paid to the recipient.

Scams, Fraud & Security

Tips for sending money safely

  • Do not send money to people you do not know
  • Do not send money under duress
  • For additional tips please visit scamprevention.info


Can I send money to someone that is under 18 years old?

It varies by the law of the recipient’s country. For most countries, the recipient must be at least 18 years old.



Does the recipient’s name have to exactly match their government issued ID?

Yes, the recipient’s name must exactly match their government issued ID.



Is the information of my money transfer confidential?

Yes, we keep your information confidential and we respect and value your privacy. We only share your personal information as needed to effect, administer, or enforce a money transfer that you requested or as otherwise  authorized by law.

Send Money

How do I send money?

Visit your nearest Sigue® location to send money in person, a Sigue® representative will quickly assist you to send money to your loved ones.

Or, download our SiguePay app to transfer money directly from the convenience of your mobile device. The SiguePay app is available on Google Play, and the App Store.

 



Where can I send money to?

From your nearest Sigue® location you can send money to the following countries:



Albania, Argentina, Bangladesh, Belarus, Benin, Bolivia, Brazil, Burkina Faso, Cameroon, Central African Republic, Chad, China, Colombia, Comoros, Congo Brazza, Cyprus, Czech Republic, Democratic Republic Of Congo, Djibouti, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Ethiopia, France, Gabon, Gambia, Gambia Jalloh, Georgia, Ghana, Gibraltar, Guatemala, Guinea, Guinea Afro, Guinea Bissau, Guinea Jalloh, Honduras, Hong Kong, India, Indonesia, Israel, Ivory Coast, Kazakhstan, Kenya, Kyrgyzstan, Liberia, Madagascar, Malaysia, Mali, Mauritania, Mexico, Moldova, Morocco, Nepal, Nicaragua, Niger, Nigeria, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Romania, Russia, Senegal, Sierra Leone, Singapore, Sri Lanka, Tajikistan, Togo, Tunisia, Uganda, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Vietnam



From the SiguePay app you can send money to:



Argentina, Bangladesh, Belarus, Bolivia, Brazil, Burkina Faso, Cameroon, Chile, China, Colombia, Costa Rica, Cyprus, Czech Republic, Dominican Republic, Ecuador, El Salvador, Estonia, Gambia, Georgia, Guatemala, Guinea, Haiti, Honduras, Hong Kong, Indonesia, Israel, Ivory Coast, Jamaica, Kazakhstan, Kyrgyzstan, Latvia, Mexico, Moldova Morocco, Nepal, Nicaragua, Pakistan, Panama, Paraguay, Peru, Philippines, Romania, Russia, Senegal, Sierra Leone, Sri Lanka, Tajikistan, Togo, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Vietnam



How much money can I send?

You can send as much money as you want. However, based on the amount you send, you may be required to provide additional information.



How do I send money if I have cash?

You will need to visit a Sigue® location.



How long does it take to send money? / How long does it take for the funds to be available?

You can send money in minutes and the funds will be available in 30 minutes to 24 hours for most destinations. The date available is listed on the receipt.



What information do I need to send money?

Full Name (exactly as it appears in government issued identification card), address, and phone number.
In some cases, you may be required to provide additional information.



Why was my transaction placed on hold?

There are several reasons why a transaction may be placed on hold, the most common being:


  • Because you reached an allowable limit for the amount or the number of transactions, or
  • We may need additional information from you to complete your money transfer.

You check the status of your transaction online, or please call our Customer Service Number, toll free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445



Why was my transaction declined?

There are many reasons why a transaction may have been declined, the most common being:


  • Because you reached an allowable limit for the amount or the number of transactions, or
  • Due to legal requirements.

To find out the issue with your transaction, please call Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445



What do I need to do to send higher amounts of money? Do I have a send limit per day/month?

There are no limits to the amount of money that you can send.  However, depending on the amount you send, we may ask you to provide a government ID and additional information.

You can visit a Sigue® location near you and speak to one of our representatives. Or, call Customer Service, toll free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445 for more information.



Sigue® Passport - A secure way to provide information.

When additional information is needed to complete your money transfer, Sigue® makes it easy.

Sigue® Passport is Sigue®’s state-of-the-art technology for providing information needed to complete your money transfer actions through the convenience of your mobile device.  You can download Sigue® Passport for FREE from both the iTunes App store and in the Google Play store.



Can I send money from home?

Yes. Our SiguePay app allows you to transfer money through your mobile device, at any time, from the convenience of your home, your office, or anywhere else in the United States.  Download SiguePay from Google Play or the App Store.



Can I send money to or from a company?

No. Sigue® only offers money transfer services from person to person.



Can I send money to another state in the US?

No. Sigue® does not provide domestic money transfer at this time. Currently Sigue® only transfers money from the US to another country.



Can I send money for deposit into a bank account?

Yes. Many payers give the option of depositing the money into your recipient’s bank account in the foreign country. You will need to provide the recipient’s account number.



How can I get a record of my money transfers?

Sigue® always gives you a receipt when you send a money transfer.  If you lost the receipt or want a copy, you may call Customer Service, toll free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445. After verifying your identity, one of our representatives will gladly help you with your request.

 

Frequently Asked Questions

Customer Service

What are Sigue®'s Customer Service hours?


Find below our business hours by Toll Free Number:

1-800-385-3316
English/Spanish/Portuguese: 4:00 am to 9:30 pm PST

1-888-356-2026
English/Tagalog: 5:00 am to 7:00 pm PST

1-866-465-2001 International Customer Service
English/Spanish: Service available 24 hrs.
French: 5:00 am to 2:00 pm PST

1-877-744-8385
English: 5:00 am to 9:00 pm PST

1-877-808-9938
English: 5:00 am to 9:00 pm PST
Chinese: 7:30 am to 4:30 pm PST

Who can I call or where can I search for answers to my questions?


Visit your nearest Sigue® Location, contact Customer Service, or call us toll free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445

For Philippines, Vietnamese, Chinese and International Customer Service queries you can also send an email to CallCenter.US@sigue.com and/or CustomerService@sigue.com with a 24 hrs. coverage.
Fees & Rates

How much does it cost to send money?

Sigue® charges a competitively priced Transfer Fee for each money transfer the amount of the fee varies based on the amount of the transaction, the destination, and the time and date that the transaction is sent. For more information call from the US at 1-877-754-9777.



What other fees do you charge?

Sigue® does not charge any other fees.  Sigue® does, however, keep any difference between the exchange rate that we receive and the exchange rate that we provide to the senders.  Also, some states require that you pay taxes on money transfers.  In some countries, the payer may charge the recipient additional fees, and the local government may require that the recipient pay taxes on the amount received.

Sigue® discloses the exchange rate and any state taxes on the receipt that we give to the sender.  If known by us, we also disclose any additional fees and taxes that the recipient is required to pay.



How can I find out the Exchange Rate (FX/Forex Rate) for a specific country?

Rates change constantly. Please call Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445 and ask for the current exchange rate.

Our Services

Money Transfers:

Sigue® provides many great options for sending money to your family and friends. 

You can visit your nearest Sigue® location where sending money is easy.  A Sigue® representative will quickly assist you in sending money to your loved ones.


Or, you can download our SiguePay app to transfer money directly from anywhere through the convenience of your cell phone. The SiguePay app is available for download on Google Play, and the Apple App Store, and it is free!


  • Sigue® Locations: Sigue® Money Transfer is offered through thousands of retail locations throughout the United States. Please visit our Locations section, or call toll free 1-800-913-9599, to find a Sigue® location near you.


  • SiguePay: Send money with the new and enhanced SiguePay money transfer app. You can send money to 51 countries including Mexico, Guatemala, Honduras, Philippines, Bolivia, Dominican Republic, Costa Rica, Chile, and many more from your MasterCard or Visa debit card. It’s a fast, easy and secure way to take care of your loved ones!



Check Cashing:

Cashing your checks with Sigue® is fast and easy.

Cash your check today for a low fee at any of our approved Sigue® locations!

*Check cashing is subject to approval. Other restrictions may apply. See your local Agent for additional information.

*Check cashing not available in all states.



Money Orders:

Sigue® Money Orders give you the convenience of a check without the need for a checking account.
Money Orders with Sigue® are reliable, safe and available at approved Sigue® locations nationwide.

Payment Information

What payment methods can I use?

  • Sigue® locations only accept cash.
    If you use our SiguePay app, you can only send funds from a debit card linked to a bank account.


Can I pay with Debit or Credit Card?

If you use our SiguePay app, you can send funds from a debit card linked to a bank account.



How do I pay with other currencies?

Currently we only accept US Dollars (USD) for money transferred from the US to another country.
The recipients usually receive the funds in their local currencies.

Receiving Money in Foreign Destinations

During what hours is the service available?

Hours of operation vary by pay agent location.



What delivery options are available?

  • Cash pickup at a location of the paying agent, and
  • Deposit into the recipient’s bank account.  this option will vary by payer.
  • In certain countries, the paying agent may provide a home delivery service.


Why do you ask for personal Information during the transaction process?

For security reasons, to protect customer information, to comply with legal requirements, to protect our customers against fraud. We keep all personal information that you give us strictly confidential and we do not share it except to effect, administer, or enforce your money transfer or as otherwise authorized by law.



If my transaction is placed on a “hold” status, what should I do?

To find out the issue with your transaction, please call Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445

Recipient

How does my recipient pick up the money?

  • Visit the pay agent indicated to you by the sender.
  • Give the cashier the confirmation number given to you by the sender, and
  • Show them a valid government issued identification card.

* The confirmation number appears in the copy of the receipt kept by the sender. It helps to identify your transaction.



How do I know that my recipient received their funds?

If you are unable to reach the recipient, contact Customer Service or call toll free from the US at 1-800-385-3316 to ask if your transaction has been paid.


You can also check the status of your transaction online.



If my recipient cannot collect the money, what can I do?

Both the sender and the recipient can/should contact Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445 to verify the situation and help you to redirect the payment or obtain a refund.



What documents must my recipient present to collect the money?

The recipient will need to show a valid government-issued identification card to validate his/her identity.
The Payer will also ask him or her for the Confirmation Number of the transaction, which can be found on the receipt that is given to the sender.



Can I change my recipient’s name? / What should I do if the name of my recipient on the receipt is wrong?

As long as the transaction has not been paid, you can edit your recipient´s name. Just make sure that the new name matches exactly the name that appears on the recipient´s government issued identification card.

To change or edit the name of the recipient, please call Customer Service, toll-free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445.



Can my recipient collect the money on holidays and weekends?

Picking up money on a holiday or weekend will vary by payer.

Refunds & Cancelations

Can I cancel a Money transfer?

Yes, you can cancel a transfer so long as the transaction has not been paid. Certain restrictions may apply.

Please call Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445 to request a refund.

If you request your refund before noon, you may receive your funds the same day before 4pm, if not, you will receive them the next day.



What is the refund policy?

Sigue® will offer a refund so long as the transfer has not been paid to the recipient.

Scams, Fraud & Security

Tips for sending money safely

  • Do not send money to people you do not know
  • Do not send money under duress
  • For additional tips please visit scamprevention.info


Can I send money to someone that is under 18 years old?

It varies by the law of the recipient’s country. For most countries, the recipient must be at least 18 years old.



Does the recipient’s name have to exactly match their government issued ID?

Yes, the recipient’s name must exactly match their government issued ID.



Is the information of my money transfer confidential?

Yes, we keep your information confidential and we respect and value your privacy. We only share your personal information as needed to effect, administer, or enforce a money transfer that you requested or as otherwise  authorized by law.

Send Money

How do I send money?

Visit your nearest Sigue® location to send money in person, a Sigue® representative will quickly assist you to send money to your loved ones.

Or, download our SiguePay app to transfer money directly from the convenience of your mobile device. The SiguePay app is available on Google Play, and the App Store.

 



Where can I send money to?

From your nearest Sigue® location you can send money to the following countries:



Albania, Argentina, Bangladesh, Belarus, Benin, Bolivia, Brazil, Burkina Faso, Cameroon, Central African Republic, Chad, China, Colombia, Comoros, Congo Brazza, Cyprus, Czech Republic, Democratic Republic Of Congo, Djibouti, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Ethiopia, France, Gabon, Gambia, Gambia Jalloh, Georgia, Ghana, Gibraltar, Guatemala, Guinea, Guinea Afro, Guinea Bissau, Guinea Jalloh, Honduras, Hong Kong, India, Indonesia, Israel, Ivory Coast, Kazakhstan, Kenya, Kyrgyzstan, Liberia, Madagascar, Malaysia, Mali, Mauritania, Mexico, Moldova, Morocco, Nepal, Nicaragua, Niger, Nigeria, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Romania, Russia, Senegal, Sierra Leone, Singapore, Sri Lanka, Tajikistan, Togo, Tunisia, Uganda, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Vietnam



From the SiguePay app you can send money to:



Argentina, Bangladesh, Belarus, Bolivia, Brazil, Burkina Faso, Cameroon, Chile, China, Colombia, Costa Rica, Cyprus, Czech Republic, Dominican Republic, Ecuador, El Salvador, Estonia, Gambia, Georgia, Guatemala, Guinea, Haiti, Honduras, Hong Kong, Indonesia, Israel, Ivory Coast, Jamaica, Kazakhstan, Kyrgyzstan, Latvia, Mexico, Moldova Morocco, Nepal, Nicaragua, Pakistan, Panama, Paraguay, Peru, Philippines, Romania, Russia, Senegal, Sierra Leone, Sri Lanka, Tajikistan, Togo, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Vietnam



How much money can I send?

You can send as much money as you want. However, based on the amount you send, you may be required to provide additional information.



How do I send money if I have cash?

You will need to visit a Sigue® location.



How long does it take to send money? / How long does it take for the funds to be available?

You can send money in minutes and the funds will be available in 30 minutes to 24 hours for most destinations. The date available is listed on the receipt.



What information do I need to send money?

Full Name (exactly as it appears in government issued identification card), address, and phone number.
In some cases, you may be required to provide additional information.



Why was my transaction placed on hold?

There are several reasons why a transaction may be placed on hold, the most common being:


  • Because you reached an allowable limit for the amount or the number of transactions, or
  • We may need additional information from you to complete your money transfer.

You check the status of your transaction online, or please call our Customer Service Number, toll free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445



Why was my transaction declined?

There are many reasons why a transaction may have been declined, the most common being:


  • Because you reached an allowable limit for the amount or the number of transactions, or
  • Due to legal requirements.

To find out the issue with your transaction, please call Customer Service toll free from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445



What do I need to do to send higher amounts of money? Do I have a send limit per day/month?

There are no limits to the amount of money that you can send.  However, depending on the amount you send, we may ask you to provide a government ID and additional information.

You can visit a Sigue® location near you and speak to one of our representatives. Or, call Customer Service, toll free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445 for more information.



Sigue® Passport - A secure way to provide information.

When additional information is needed to complete your money transfer, Sigue® makes it easy.

Sigue® Passport is Sigue®’s state-of-the-art technology for providing information needed to complete your money transfer actions through the convenience of your mobile device.  You can download Sigue® Passport for FREE from both the iTunes App store and in the Google Play store.



Can I send money from home?

Yes. Our SiguePay app allows you to transfer money through your mobile device, at any time, from the convenience of your home, your office, or anywhere else in the United States.  Download SiguePay from Google Play or the App Store.



Can I send money to or from a company?

No. Sigue® only offers money transfer services from person to person.



Can I send money to another state in the US?

No. Sigue® does not provide domestic money transfer at this time. Currently Sigue® only transfers money from the US to another country.



Can I send money for deposit into a bank account?

Yes. Many payers give the option of depositing the money into your recipient’s bank account in the foreign country. You will need to provide the recipient’s account number.



How can I get a record of my money transfers?

Sigue® always gives you a receipt when you send a money transfer.  If you lost the receipt or want a copy, you may call Customer Service, toll free, from the US at 1-800-385-3316, or from Mexico at 01-800-025-7445.  After verifying your identity, one of our representatives will gladly help you with your request.

 

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Can´t find what you´re looking for?