FAQ

· If the banknotes are folded or damaged, the machine may have trouble recognizing them.

· Please insert clean, flat banknotes whenever possible.

· If the issue persists, please contact our Customer Support team for assistance.

· An internal error may have occurred inside the kiosk.

· Don’t worry — all transaction records are automatically saved in the system, so we can accurately verify and process a refund or payout if needed.

*Please contact our Customer Support team immediately, and we’ll resolve the issue as quickly as possible.

· Please remove the passport cover.

· Place the photo page flat and aligned correctly on the scanner.

· Do not move your passport during the scanning process.

If it still isn’t recognized, our Customer Support team will assist you with manual verification.

Once the banknotes have been inserted, the transaction cannot be canceled.

(*MONEYPLANET kiosks do not support an escrow function.)

As soon as the cash enters the machine, the exchange process begins automatically.

For this reason, users cannot cancel the transaction or retrieve the banknotes themselves.

· Please make sure to check the exchange rate and amount carefully before starting.

· The same notice is also displayed on the kiosk screen.

• · This may be a temporary system error and will usually recover automatically after a short time.

  · If the issue continues, please contact our Customer Support team. We’ll perform a remote reboot or dispatch on-site assistance if needed.

• Don’t worry — all transaction records are automatically saved in our system.

  Our Customer Support team will verify the details and process either a refund or complete the exchange for you.

· During the exchange process, a message will ask whether you’d like to print a receipt.

· The receipt will be printed only if you select “Yes.”

· If you see the “Exchange Completed” message on the screen, your transaction has been successfully processed — so there’s no need to worry.

· If needed, you can request a receipt reissue or transaction confirmation through our Customer Support.

Don’t worry if an issue occurs — all exchange records are automatically saved,

and every case is carefully reviewed and resolved with accuracy.

You can contact us anytime via the Customer Support email shown at the bottom of the kiosk screen.

You can also get instant assistance through the live chat service on our website.