Help centre
How can we help?
We guide you through every step of your transfer. And if you have any doubt, write to us from the app or by email.
Quick guide to sending money
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You send euros, local currency arrives
Choose how much you want to send in euros; the recipient receives their local currency (bolívares, reais, pesos…) with the exchange rate in full view.
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Verify your identity (first time only)
Take a photo of your ID or passport and a quick selfie. Verification is online and takes minutes.
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Fill in the recipient's details
They can receive the money in their bank account or on their phone. Complete every step of the form.
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Pay and done
As soon as we receive your payment, we send the money to the destination account. You can track your transfer in the app; if it has not arrived within 3 days, contact us.
Common questions
How do I contact EnvíaDinero support?
The fastest way is from the app: sign in to your account and contact support. You can also write to ayuda@virtuabroker.com.
What if my transfer has not arrived?
Check its status in the app. If more than 3 days have passed since you paid, message us from the app or at ayuda@virtuabroker.com and we will look into it.
Why do I need to verify my identity?
European regulation requires us to verify the identity of anyone sending money. It happens once, online, with your ID and a selfie.
All clear? Make your first transfer
Send money to your family — fast, secure and with no hidden fees.