How your family receives cash safely

Families want to know exactly what happens on the receiving side when money arrives. This comprehensive guide explains how the cash pickup process works after you send euro stablecoins - including safety protocols, ID verification, pickup locations, and what your family should expect to ensure a smooth, secure experience.

The complete cash pickup journey

When you send euros through Moneetra, the transfer goes through several carefully managed steps designed to ensure safety, speed, and accessibility for your family:

• **Step 1:** You send euros through Moneetra's platform, which converts them to MiCA-regulated euro stablecoins
• **Step 2:** The stablecoins settle on the blockchain within minutes, maintaining stable euro value
• **Step 3:** Our verified local partner in the destination country receives notification and converts the stablecoins to local currency
• **Step 4:** Your family receives an SMS or notification with pickup details: location, amount, and ID requirements
• **Step 5:** Your family visits the pickup location, presents valid ID, and receives cash in local currency
• **Step 6:** You receive confirmation that cash was successfully picked up

Every step is designed with safety and transparency in mind - your family knows what to expect, and you have visibility into the entire process.

How we select and verify cash-out partners

The safety of your family's cash pickup depends entirely on the reliability of local partners. Moneetra takes partner vetting seriously - we only work with established, verified cash-out networks that meet strict operational and security standards.

**Our partner selection criteria:**

• **Established operations:** Partners must have a proven track record of safe, reliable cash handling in their market
• **Regulatory compliance:** All partners must meet local financial regulations and anti-money laundering (AML) requirements
• **Physical security:** Pickup locations must have appropriate security measures - secure cash storage, trained staff, and safe premises
• **Geographic coverage:** Wide network of accessible locations so families can pick up cash conveniently
• **Operating hours:** Extended hours including evenings and weekends to accommodate family schedules
• **Audit trail:** Clear transaction records and confirmation systems for accountability

We conduct initial due diligence checks before partnering, and ongoing monitoring to ensure standards are maintained. If a partner's performance declines, we suspend or terminate the relationship to protect families.

Pickup locations: where your family collects cash

Moneetra works with different types of cash-out partners depending on the destination country. In Kenya and Nigeria, our primary partner networks include:

**Mobile money agents:** Licensed agents of major mobile money networks (M-Pesa in Kenya, OPay/PalmPay in Nigeria). These agents are widely distributed, trusted, and familiar to local communities. Your family can pick up cash at neighborhood shops, kiosks, or dedicated agent locations.

**Retail partners:** Established retail chains and supermarkets that offer financial services. These locations provide additional security and convenience - your family can pick up cash while shopping.

**Microfinance institutions:** Licensed financial service providers with physical branches. These are ideal for larger transfers where families prefer a formal banking environment.

When you initiate a transfer, we show available pickup locations near your family's address. Your family receives the specific location details in their pickup notification.

ID verification: what your family needs

Identity verification at pickup is essential for security - it ensures money goes to the intended recipient and prevents fraud. ID requirements are straightforward and use documents families already have:

**Accepted forms of ID (country-specific):**

• National ID card (primary form in most countries)
• Passport (for international recipients)
• Driver's license (in countries where it's widely issued)
• Voter registration card (accepted in some jurisdictions)

The cash-out agent verifies that the name on the ID matches the name you provided when sending the transfer. In most cases, the agent will also record the ID number for audit trail purposes - this is standard practice for anti-money laundering compliance.

**Important:** Your family should bring the original ID document, not a photocopy. The agent needs to verify it's genuine.

What happens at the pickup location

When your family arrives at the pickup location, they should expect the following:

**1. Provide pickup reference number**

Your family received a unique reference number via SMS or app notification. They give this number to the cash-out agent, who uses it to look up the transaction.

**2. Present valid ID**

The agent will ask for ID to verify identity. They may record the ID number or make a photocopy for their records (standard AML practice). This step typically takes 1-2 minutes.

**3. Receive cash in local currency**

After verification, the agent counts out cash in local currency (Kenyan shillings, Nigerian naira, etc.). Your family should count the cash to confirm the amount is correct before leaving the location.

**4. Collect receipt**

The agent provides a receipt showing the amount received, date, time, and transaction reference. Your family should keep this receipt for their records.

**5. Confirmation sent to you**

Once cash is picked up, you receive automatic confirmation via app or SMS - giving you peace of mind that your transfer reached your family safely.

The entire pickup process typically takes 5-10 minutes. Agents are trained to be respectful, helpful, and efficient - your family should feel comfortable asking questions if anything is unclear.

Safety measures that protect families

In addition to partner vetting and ID verification, we implement additional safety measures to protect your family during the cash pickup process:

**Transaction limits:** We set reasonable limits on individual transactions to reduce risk exposure. Larger transfers may require additional verification or pickup at more secure locations.

**Time-limited access:** Pickup reference numbers expire after a set period (typically 30 days). This prevents old references from being used fraudulently.

**SMS notifications:** Your family receives notifications at every step - when money is ready for pickup, when it's collected, and confirmation to you. These notifications help everyone stay informed and detect issues.

**Fraud monitoring:** We monitor transaction patterns for unusual activity. If something looks suspicious (wrong location, unexpected pickup timing, etc.), we may contact your family to verify before releasing cash.

**Support access:** If your family encounters problems at pickup - agent unavailable, incorrect amount, safety concerns - they can contact our support team in real-time. We have local-language support for key destination countries.

What if something goes wrong?

We design our systems to minimize problems, but occasionally issues arise. Here's how we handle common scenarios:

**Pickup location closed or cash unavailable:** If your family arrives and the agent is closed or doesn't have enough cash, they should contact our support immediately. We'll direct them to an alternative nearby location or reschedule the pickup.

**ID document lost or expired:** If your family's ID is lost or expired, they should contact support before visiting the pickup location. In some cases, we can arrange alternative verification or hold the funds until they obtain valid ID.

**Incorrect amount received:** If the cash amount doesn't match the receipt or notification, your family should not leave the location. They should ask the agent to recount and contact our support immediately for resolution.

**Safety concerns at pickup:** If your family feels unsafe at the pickup location, they should leave immediately and contact our support. We'll arrange pickup at a different, more secure location.

We take all issues seriously and work to resolve them within hours, not days. Your family's safety and satisfaction are top priorities.

Tips for a smooth pickup experience

To give your family the best possible experience, share these tips:

• **Review pickup notification carefully:** Note the location, operating hours, amount, and ID requirements before visiting
• **Bring original ID:** Photocopies won't be accepted - bring the actual national ID card or passport
• **Write down or save reference number:** Agents need this number to look up the transaction
• **Visit during stated hours:** Pickup locations have specific hours - arriving outside these hours delays pickup
• **Count cash before leaving:** Always count cash in front of the agent to confirm the correct amount
• **Keep the receipt:** Store the receipt in a safe place for future reference
• **Contact support if uncertain:** It's better to ask questions before visiting than encounter problems at the location