Preguntas Frecuentes

Poni is financial technology that enables receivers to get their money from international remittances any time, at any ATM in the receiving country, without the need for a traditional bank account and without paying any ATM fees. At the moment, only transfers from the United States to Mexico are allowed.

The sender can go to any money sending business associated with Poni in the U.S. and purchase transfers for the amount he or she wants to send to Mexico. After purchasing the remittance, the sender obtains a receipt with the transfer number, which the sender will share with the intended receiver in Mexico via SMS or any other means. Receivers purchase a Poni Cash Card for MXN $10 at any participating store in Mexico. Before using their Poni Cash Card, receivers must complete a card registration process by calling the Poni Customer Care Center. With a registered Poni Cash Card and the transfer number the receivers received from the sender, they can go to any ATM in Mexico and withdraw the money their loved ones sent from the U.S.

The transfer number is a unique order number that the money sender receives from the money sending business when purchasing a remittance. When using instant ATM payout with Poni, this unique order number becomes the (Poni) PIN that the receiver in Mexico enters into an ATM to collect the remittance.

The Poni Cash Card is a proprietary ATM card that, together with a transfer number, enables a receiver in Mexico to collect a remittance from any ATM at any time. Receivers in Mexico purchase a Poni Cash Card at any participating store for a one-time nominal fee of MXN $10. After registering their Poni Cash Card, receivers can start using their card immediately for all future Poni transfers.

The Poni technology uses verification mechanisms and advanced security infrastructure to prevent access to the Poni systems by unauthorized personnel.

The communication between the participating entities is carried out through virtual private networks (VPNs) with encryption mechanisms to protect customer information.

The personnel and systems involved in all the processes, as well as all participating entities, are technically trained and evaluated to comply with the company’s security and information protection guidelines.

Poni transactions are carried out by means of an ATM card that complies with the security measures and quality standards required by the financial authorities and by the operators of ATM networks in Mexico.

The financial entity that issues Poni Cash Cards (SOFIPO-ICTINEO) has adopted the security infrastructure and levels of compliance that follow the guidelines for the protection of customer data established in the Mexican regulations issued by the CNBV for financial entities.

Contact the Poni Customer Care Center during service hours:

Phone: 01-800-288-8818 (Mexico) or 1-877-411-4112 (US)

Mon – Fri from 8:00 a.m. until 10:00 p.m. CT |

Sat from 9:00 a.m. until 8:00 p.m. CT | Sun from 10:00 a.m. until 6:00 p.m. CT

Todos los horarios son hora del centro de México.

E-mail: [email protected]

Receivers can obtain a Poni Cash Card for a nominal fee of MXN $10 at any participating store in Mexico. A Poni Cash Card, together with a transfer number, gives receivers access to their money 24/7, 365 days a year at any ATM.

With a registered Poni Cash Card and a transfer number, receivers can go to any ATM in Mexico and collect their remittance. For instructions on how to receive money using a Poni Cash Card, visit the Receiving section on this website.

No, the receiver does not pay any ATM fees. Although the ATMs will require the receiver in Mexico to accept a fee when making a withdrawal, ATM fees are paid by Poni. With Poni there are no hidden fees. The remittance is received at full value.

No. All you need is a Poni Cash Card that can be obtained at any participating store in Mexico. A transfer number, which can only be used once, gives access to the transferred funds. Once registered, receivers in Mexico can use their Poni Cash Card for all future Poni transfers. 

A Poni Cash Card can be purchased in Mexico at any participating store for a one-time nominal fee of MXN $10.

Immediately. With Poni, cash is available as soon as a transfer number is obtained. As soon as the sender delivers the transfer number to the receiver in Mexico, the receiver will be able to withdraw the money transfer at any ATM, 24/7, 365 days a year.

Yes. To register their Poni Cash Card, receivers must call the Poni Customer Care Center and provide the following information:

  • Their Poni Cash Card number (required)
  • Full receiver name (no abbreviations) (required)
  • Home address (required)
  • CURP (required)
  • Telephone number (mobile number preferred) (required)
  • Official Personal ID: Passport, driver’s license, INE or IFE, FM1, FM2, or Consulate Identification Card (Matrícula Consular) (required)

 

During the purchase of a remittance, the sender in the U.S. will be asked for both the name and telephone number of the receiver in Mexico. It is critically important to ensure that the receiver information provided by the sender is identical to the information provided by the receiver when registering a Poni Cash Card. Otherwise the processing of the remittance may be delayed.

No. In the rare case that the ATM dispenses a partial amount (for example, MXN $800 instead of the requested MXN $2,000), the balance of the total transfer amount (in this example MXN $1,200) can be withdrawn subsequently using the same transfer number.

Yes. Once registered, Poni Cash Cards can be used for all future Poni transfers.

No. We require that each receiver in Mexico register and use their own Poni Cash Card. 

If a Poni Cash Card is lost or stolen, we encourage its owner to notify the Poni Customer Care Center. A receiver then can just obtain a replacement Poni Cash Card at any participating store in Mexico and register it by calling the Poni Customer Care Center during service hours:

Phone: 01-800-288-8818 (Mexico) or 1-877-411-4112 (US)

Mon – Fri from 8:00 a.m. until 10:00 p.m. CT |

Sat from 9:00 a.m. until 8:00 p.m. CT | Sun from 10:00 a.m. until 6:00 p.m. CT

Todos los horarios son hora del centro de México.

E-mail: [email protected]

The name of a transfer number depends on the money sending business where you purchase the remittance. A transfer number may be referred to as “MTCN number” (Money Transfer Control Number), “reference number”, “control number of transaction”, “transfer ID”, or “transfer code.”

Senders can ask for instant ATM payout with Poni at any money sending business that is associated with Poni in the U.S. Check for participating Poni partners here.

The transfer service charge may vary among money sending businesses that offer instant ATM payout with Poni. The cashier at any money sending business in the U.S. will be able to provide the exact cost for each Poni transaction. Receivers in Mexico pay zero fees when they collect a Poni remittance at an ATM.

Whether or not you can use a credit or debit card to pay for an instant ATM payout with Poni remittance depends on whether or not the money sending business that you are using is offering these payment methods. 

After purchasing a remittance in the U.S., the sender obtains an order receipt containing the transfer number and the exact amount of money transferred. The sender delivers the transfer number and amount to the receiver in Mexico as she does today when using any other delivery method (for example, via phone call, email, SMS or any other means). If the receiver provided a mobile phone number when registering the Poni Cash Card, the Poni system, as a courtesy, delivers to the receiver an automated SMS containing the transfer number and the remittance amount.

Quien envía desde EUA puede comprar un mínimo de $200 pesos y un máximo de $6,000 pesos por transferencia. Los montos enviados están denominados en incrementos de $100 pesos, compatibles con los cajeros automáticos. El límite cumulativo máximo de transferencias por mes calendario es $6,200 pesos. Este límite puede incrementar en el futuro.

Yes. If the transfer is not redeemed by the intended receiver in Mexico within 30 calendar days, it will be returned to the sender.

Yes. The purchase receipt is proof of transfer until the receiver has withdrawn the transferred funds. The information printed on the receipt will be required in case the transfer number is lost or stolen. 

No. Senders in the U.S., when transferring money, must provide both the receiver phone number and name that the receiver in Mexico used to register his or her Poni Cash Card. As a result, no other than the intended receiver can collect the money at any ATM, even if they registered a Poni Cash Card on their own.

Yes, as long as the money hasn’t been collected from an ATM. To ask for a reimbursement, contact the Poni Customer Care Center during service hours:

Phone: 01-800-288-8818 (Mexico) or 1-877-411-4112 (US)

Mon – Fri from 8:00 a.m. until 10:00 p.m. CT |

Sat from 9:00 a.m. until 8:00 p.m. CT | Sun from 10:00 a.m. until 6:00 p.m. CT

Todos los horarios son hora del centro de México.

E-mail: [email protected]

To replace your transfer number, a receipt is required as proof of purchase and verification that the money has not been withdrawn. Contact the Poni Customer Care Center during service hours:

Phone: 01-800-288-8818 (Mexico) or 1-877-411-4112 (US)

Mon – Fri from 8:00 a.m. until 10:00 p.m. CT |

Sat from 9:00 a.m. until 8:00 p.m. CT | Sun from 10:00 a.m. until 6:00 p.m. CT

Todos los horarios son hora del centro de México.

E-mail: [email protected]

Transactions can be cancelled as long as they haven’t been collected from an ATM. To cancel a transaction, contact the Poni Customer Care Center during service hours:

Phone: 01-800-288-8818 (Mexico) or 1-877-411-4112 (US)

Mon – Fri from 8:00 a.m. until 10:00 p.m. CT |

Sat from 9:00 a.m. until 8:00 p.m. CT | Sun from 10:00 a.m. until 6:00 p.m. CT

Todos los horarios son hora del centro de México.

E-mail: [email protected]

In the event that a Poni transaction fails, contact the Poni Customer Care Center during service hours:

Phone: 01-800-288-8818 (Mexico) or 1-877-411-4112 (US)

Mon – Fri from 8:00 a.m. until 10:00 p.m. CT |

Sat from 9:00 a.m. until 8:00 p.m. CT | Sun from 10:00 a.m. until 6:00 p.m. CT

Todos los horarios son hora del centro de México.

E-mail: [email protected]