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Welcome to the Tuyyo FAQ.

Frequently Asked Questions

Tuyyo is a mobile app for iOS and Android users that makes it convenient and easy to transfer money to friends and family in Mexico. Our motto is, “Send a little love.”

To send money using Tuyyo, you must be over 18 years old and have a U.S.-issued debit or credit card.

That depends if you’re a sender or a recipient. You do need to sign up before you can start sending money using Tuyyo. However, recipients do not need to sign up in order to pick up their funds.

Your privacy and data security are important to us. That’s why we use the latest encryption technology to protect your personal and financial information, and we store all personal information on firewall-protected servers. Additionally, BBVA Transfer Services, Inc. is regulated by state and federal U.S. government agencies.

No, signing up is free.

To sign up, click on the “Get started” link after opening the Tuyyo app, You’ll be led through the setup process, which begins with entering your mobile number so we can identify you. We’ll ask for your email and other contact information to complete the process. Then you can make your first money transfer.

When you sign up with Tuyyo, we ask for a limited amount of personal information in order to verify your identity. That helps us to ensure all transactions are secure and to safeguard your privacy while complying with U.S. rules and regulations. Please note, we store all personal information on firewall-protected servers and encrypt all sensitive data.

Go to the Log In screen and click on the “Forgot passcode” link. You’ll be sent an email with a link so you can reset your passcode.

You can update your personal information in Settings.

You can view Tuyyo in either English or Spanish. To change the language, update your phone’s settings.

You can pay for a transfer with either a credit or debit card. You will need to provide the 16-digit card number, the expiration date, and the CCV/CVC number (3-digit number on the back of your card). Tuyyo currently accepts Visa and MasterCard. Please be aware that your credit card company may charge you an additional fee and interest to send a money transfer. Contact your credit card company if you have any questions about the fees associated with your card.

You are allowed to send up to 500 USD per transfer, 1,500 USD per day and 3,000 USD over a 30-day period. However, other limits apply for receivers, depending upon the pickup method.

ATM PICKUP

Bancomer ATMs
Monthly limit: 1,000 USD
Max no. of transactions over 3 months: 12
Max no. of transactions over 6 months: 15
Daily withdrawal limit: 8,000 MXN

CASH PICKUP LOCATIONS

Bancomer ATMs
Minimum transaction amount: 100 MXN
Maximum transaction amount: 8,000 MXN

Bancoppel
Maximum transaction amount: 34,000 MXN

Banorte
Maximum transaction amount: 1,500 USD

Bansefi
Maximum transaction amount: 1,500 USD

BBVA Bancomer
Maximum transaction amount: 8,000 MXN

Caja Popular
Maximum transaction amount: 1,500 USD

Chedraui
Maximum transaction amount: 10,000 MXN

Elektra
Maximum transaction amount: 1,500 USD

Farmacias Isseg
Maximum transaction amount: 20,000 MXN

Intermex
Maximum transaction amount: 1,500 USD

Telecomm
Maximum transaction amount: 1,500 USD

BANK TRANSFERS

Bancomer (except Cuenta Express accounts)
Limit per transaction: 10,000 USD
Daily limit: 10,000 USD
Monthly limit: 10,000 USD

Bancomer (Cuenta Express)
Limit per transaction: 13,500 MXN
Daily limit: 13,500 MXN
Monthly limit: 13,500 MXN

Bancoppel
Limit per transaction: 13,500 MXN
Daily limit: 13,500 MXN
Monthly limit: 13,500 MXN

Bansefi
Limit per transaction: No limit
Daily limit: No limit
Monthly limit: No limit

Elektra
Limit per transaction: 3,000 USD
Daily limit: No limit
Monthly limit: 10,000 USD

Banorte
Limit per transaction: 2,800 USD
Daily limit: No limit
Monthly limit: No limit

Tesored
Limit per transaction: 1,500 USD
Daily limit: 3,000 USD
Monthly limit: 3,000 USD

We offer 3 convenient delivery methods: ATM pickup, cash pickup and transfer to bank account.

• ATM pickup: When you send money with Tuyyo, your recipients can pick up the cash 24/7 at BBVA Bancomer ATMs, no card needed. First-time users will need to register for the service by going inside a BBVA Bancomer Branch. The next time they receive a transfer using Tuyyo, they can withdraw money directly from the ATM without visiting the branch.

• Cash pickup: Recipients can pick up funds from multiple cash partners. When setting up a transfer, you can select the most convenient payment network for your recipient.

• Transfer to bank account: Send money directly to your recipient’s bank account. When setting up a transfer, simply add the recipient’s bank information.

We are committed to getting your recipient their money as soon as possible and many transfers happen in minutes. However there are factors that may delay the processing of the transaction such as:

• Additional information is required
• Payment processing or verifying bank account
• Incorrect recipient details
• Payment network processing hours

Only the person you identify as the recipient during the transaction. That person must be over 18 and will need the confirmation number and a valid photo ID when picking up the money at a cash pickup location and when signing up for ATM pickup. No ID is needed for a bank transfer.

We will keep you informed of the status of your transfer with push notifications. If you haven’t heard from us, you can also view the status of any transfer in the app under the “Transfer history.”

Visit the home screen. Under “Transfer history,” select the transfer you wish to cancel and click “Cancel transfer” at the bottom of the summary.

After you cancel, we will need to confirm that your transfer has not already been processed by our partner.

• If the transfer can be canceled, we will refund you within 1-3 business days.

• If the transfer cannot be canceled, you will receive a push notification indicating that the transaction was completed.

The length of time will vary, but you should receive your refund within 1-3 business days.

ATM pickup is a convenient way for recipients to collect money that’s been sent to them. They can access those funds 24/7 from any BBVA Bancomer ATM, no card needed.

How it works:

• The first time money is sent, recipients receive a notification that cash is waiting for them. They can go into any BBVA Bancomer branch with a valid ID to get the money and to register for ATM pickup.

• The next time money is sent, recipients receive a 12-digit security code from Tuyyo and a 4-digit code from the sender. To withdraw money, they simply go to any BBVA Bancomer ATM, choose the “Retiro sin tarjeta” option and enter both codes, no card needed.

No, you’re not allowed to send money to yourself with Tuyyo. For questions about this policy, contact customer support.

We charge 5.49 USD per transfer, regardless of the amount being sent or the payment method.

No, the receiver does not pay any fees.

There are no hidden fees. You will always know exactly how much your transaction costs and will be able to confirm the exchange rate ahead of time.

Exchange rates are based on global currency markets, which change from day to day. We work directly with our international partners to offer you extremely competitive foreign exchange rates. We always display the exchange rate for you to confirm before completing any transaction.

There are a number of reasons why your transaction may have been rejected, such as:

• Incorrect or incomplete customer information
• Problem with payment method
• Transfer exceeded transaction limits
• Transfer not collected within applicable 120-day period
• Incorrect or invalid beneficiary account

Visit the “Transfer details” page for more details related to your specific transaction.

Below are some of the most common reasons why recipients aren’t able to receive their money:

• The transaction has not yet reached our bank or retail partner for payout. You can check the status of any transaction online or in the app under “Transfer history” to confirm it’s available for pickup.

• The recipient did not have the proper identification. The recipient must have a valid photo ID and the confirmation number associated with the transaction.

• The recipient visited a location that is not a Tuyyo partner.

If your recipient was declined at a valid pickup location, please contact customer support.

You are receiving this message because you are attempting to enter a payment method that is already associated with another Tuyyo user. For security purposes, we do not allow the same payment method to be associated with more than one person. If you share a payment method with a family member or significant other you will only be able to link that payment method to one user. If you believe there is an error, please contact customer support.

Need something? We’re here to help. You can contact Tuyyo customer support one of three ways:

• Chat with us by clicking on the “Chat with Tuyyo” link in the Support section of the app
• Email us at help@tuyyo.io
• Call us at (844) 683-5319

Business hours:

• Monday-Friday, 8 AM to 9 PM CST
• Saturday and Sunday, 10 AM to 6 PM CST

Holiday schedule:

• New Year’s Day — Closed
• Martin Luther King, Jr. Day – Open 8 AM to 4 PM
• President’s Day — Open 8 AM to 4 PM
• Labor Day — Open 8 AM to 4 PM
• Columbus Day — Open 8 AM to 4 PM
• Veterans’ Day — Open 8 AM to 4 PM
• Thanksgiving Day — Closed
• Christmas Day — Closed