First Russian Payment System
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Frequently-asked questions (FAQ)

General topics

How can I find the location of the nearest CONTACT System service outlet?

If you want to send a transfer to a private individual for payment in cash, information on the location of the nearest CONTACT service outlets is available in the section entitled Service outlets.

To receive information on CONTACT payment outlets where you can send a transfer in favor of legal entities (System Operator clients) or to the accounts of private individuals, go to the section entitled Payments select the type of payment you need, followed by the company (provider) to whom you want the payment addressed, and click on the “Payment outlets” link at the bottom of the page.

Additional information can be obtained by calling the 24-hr directory service at: 8 800 200-42-42. Calls within Russia are toll-free.

What documents are needed to send/receive a transfer/payment via the CONTACT System?

If you are a citizen of the RF or Belarus, to send or receive a transfer you will only need a document certifying identity (ID). For citizens of other countries, the Sending-Participant or Receiving-Participant, aside from the document certifying identity, is also entitled to request that you present your migration card and one of the following documents: residence permit or permit authorizing temporary residence in the RF or visa; in cases where such a request is made of citizens of Armenia, Azerbaijan, Moldova, Ukraine, Kazakhstan, Kyrgyzstan, Tajikistan, or Uzbekistan, presentation of the migration card is sufficient.

In accordance with applicable Russian Federation law, documents certifying identity are as follows:

  • passport of a citizen of the Russian Federation, a general-civil foreign travel passport – for citizens of the Russian Federation;
  • temporary certificate of identity issued during the passport-processing period (Form No. 2P);
  • military ID or military-service card, seaman’s passport – for RF armed forces members;
  • national civil passport – for foreign citizens temporarily residing in the Russian Federation;
  • internal passport (ID card) of a citizen of the Kyrgyz Republic (Kyrgyzstan);
  • residence permit or temporary residence permit in the Russian Federation – for stateless individuals only, provided they permanently reside in the Russian Federation;
  • refugee certificate or certificate evidencing the consideration of a claim seeking the granting of refugee status, issued by a diplomatic or consular mission of the Russian Federation, immigration-control post or the respective territorial authority of the RF Federal Migration Service – for refugees;
  • certificate evidencing the granting of temporary refugee status in the Russian Federation – for foreign citizens and stateless individuals (issued by the respective territorial authority of the RF Federal Migration Service).

I was refused the issuance of a transfer because my Russian passport has expired – I turned 45 two days ago and haven’t had the time to replace it yet. Is such a refusal justified, since I officially have a month to change my passport?

Pursuant to Article 7 of RF Federal Law No. 115-FZ dated 07.08.2001 “On Combatting the Legalization (Laundering) of the Proceeds of Crime and Financing of Terrorism, in order to issue a transfer, the Receiving-Participant is obliged to undertake the identification of the client, which is performed on the basis of the identity-certifying document presented by the client. All documents ascertaining the identity of the client must be valid as of the date of their presentation (Clause 2.2 of Bank of Russia Statute No. 262-P dated 19.08.2004 “On the Identification by Lending Institutions of Clients and Beneficiaries for the Purposes of Combatting the Legalization (Laundering) of the Proceeds of Crime and Financing of Terrorism”). As concerns the passport of a citizen of the Russian Federation: pursuant to Clause 7 of the Statute on the Passport of a Citizen of the Russian Federation, affirmed by RF Government Resolution No. 828 dated 08 July 1997, upon a citizen turning 20 and 45 years of age, the effective term of the passport expires, i.e. the passport becomes void and must be replaced; that said, pursuant to Clause 15 of the aforementioned Statute, within 30 days of passport expiration, the citizen must submit the required documents and a set of personal photographs to the respective territorial administration of the RF Federal Migration Service in order to replace his voided passport. Prior to the processing of the new passport and at his request, the citizen is issued by the territorial administration of the RF Federal Migration Service with a temporary certificate of identity according to Form 2P, as established by RF FMS Order No. 339 dated 07 December 2009, which serves as the citizen’s document certifying identity during the passport replacement period.

Thus, in the aforementioned situation, the refusal was justified, insofar as you were unable to provide a document certifying identity that was valid as of the date of its presentation

I’m a private entrepreneur living in Lvov. I offer services to the public in the area of online payments, transfers, etc. Can I become one of your representatives in terms of providing services to the public via the CONTACT System?

Participation in the execution of CONTACT transfers by System Operator representatives (bank payment agents) (including without the opening of an account, addressed to individual entrepreneurs and legal entities for communications services and the like) is only possible within the territory of the Russian Federation. In any other country, including Ukraine – Lvov, you can use the CONTACT System as a private individual and transfer/receive money without opening an account.

When I was making a transfer, the teller at the bank scanned my passport, explaining her actions by referring to the instruction on the unlawful circulation of cash. How justified were the teller’s actions?

Pursuant to RF Federal Law No. 115-FZ dated 07.08.2001 “ON COMBATTING THE LEGALIZATION (LAUNDERING) OF THE PROCEEDS OF CRIME AND FINANCING OF TERRORISM” (Clause 1, Article 7), organizations performing operations with monetary funds or other assets are obliged to identify the client, client representative and/or beneficiary and establish the following information concerning private individuals:

Last name, first name and middle name (patronymic) (unless otherwise stipulated by applicable law or national custom), citizenship, date of birth, the particulars of the document certifying identity, migration card, document confirming the authorization of the foreign citizen or stateless individual to reside (stay) in the Russian Federation, address of place of residence (registration) or place of stay, and taxpayer identification number (where available).

Pursuant to the aforementioned Law, “identification” is the totality of measures involved in establishing information on clients, their representatives, and beneficiaries as determined by Federal Law (the aforementioned No. 115-FZ) and confirming the accuracy of said information using document originals and/or duly-certified copies thereof, and “information registration” is the receipt and recording of information on paper or other data carriers for the purposes of the performance of the Federal Law in question.

Moreover, the CONTACT System cooperates with counteragents in more than 90 countries. In many countries, laws on combatting the legalization of the proceeds of crime and financing of terrorism assume the opportunity to request copies of documents certifying the Sender’s identity, in the event of any suspicions whatsoever concerning transfer Receivers.

Thus, for the purposes of satisfying the requirements of federal law, as well as the requirements of the System’s foreign counteragents, lending institutions are entitled to make copies of documents certifying identity.

What’s the difference between money transfers and payments?

From a legal standpoint, all operations within the CONTACT System are money transfers, but for the sake of convenience and simplifying the client’s grasp of the information provided on our website, “transfers” in this case are understood to mean the transfer of monetary funds at the instruction of private individuals for payment in cash form to other private individuals, and “payments” are understood to mean transfers by private individuals for crediting to the accounts of private individuals and legal entities – System Operator Clients with whom the respective agreements have been concluded on the transmission of the minimum set of identifiers, indicated in the established format, allowing for the crediting of incoming funds towards their intended destination. Transfers are also understood to mean the transfer of monetary funds from the accounts of legal entities, System Operator Clients, in favor of private individuals for payment without the opening of an account. That said, in a category of its own is the service known as CONTACT-ACCOUNТ these are transfers by private individuals for crediting to the accounts of private individuals and legal entities according to indefinite particulars, in which the System Operator has no direct contractual relations with the organization servicing the receiver’s account, and the sender is required to indicate the full details of the receiver and his servicing organizations.

Are money transfers sent via money-transfer systems insured?

Pursuant to RF Federal Law No. 177-FZ dated 23.12.2003 “On the Insurance of the Deposits of Private Individuals at Banks in the Russian Federation,” money transfers executed by banks at the instruction of private individuals without the opening of bank accounts are not insured.

 

Money transfers addressed to private individuals

 

What currencies can be used to send a money transfer via the CONTACT System?

Transfers can be made in Russian rubles (RUB) within the territory of the Russian Federation, in US dollars (USD) and euro (EUR) to the countries of the Far Abroad and in all three currencies to CIS countries. That said, a number of Receiving-Participants may render the payment of a transfer sent in one of the aforementioned currencies in their national currency in connection with the requirements of local law or as an additional service rendered at the request of the client.

What’s the maximum amount that can be transferred? Is there any restriction on the number of transfers a person can make?

For transfers in favor of private individuals for payment in cash:

  • within RF territory, the maximum amount in Russian rubles of a single transfer is RUB 500 000; that said, the number of transfers from a single Sender is unlimited;
  • beyond the RF, if you are a resident of the Russian Federation, you can transfer foreign currency or Russian rubles in the equivalent of no more than USD 5 000 per operational day (the legal restriction on the sending of transfers from the RF), for non RF-residents, there are System restrictions on the amount of a single transfer – RUB 350 000, USD 10 000 or EUR 10 000; that said, the number of transfers from a single Sender is similarly unlimited. Furthermore, restrictions may be established by the country and/or Receiving-Participant at your desired point of issuance (particularly relevant in cases of transfers to the Far Abroad). For complete information, call the 24-hr directory service at: 8 800 200-42-42,(toll-free call within Russia), or learn more about the nuances of transfer issuance on the homepage of the official website – using the interactive section “Transfer Cost,” enter the required information on the transfer you plan to make.

Can a money transfer be sent or received under power of attorney?

From a technical standpoint, the System Operator’s software only allows for the sending of a transfer on the basis of a power of attorney. In order to minimize the risks of a transfer being paid out to an unauthorized receiver, payments by power of attorney are not possible. That said, participants retain the right to make transfer payments to the receiver’s representative by using their own technical capabilities, so in each individual case, the ability to receive a transfer under power of attorney will be determined on an individual basis by your chosen payment location. In order to avoid delays in the payment of money in cases where you, as the Sender, are aware that the Receiver you initially indicated cannot receive the transfer for some reason, we recommend making a change to the transfer and indicating the full name of the Receiver’s representative.

If the transfer is being made by a representative of the Sender, a power of attorney compiled in the proper manner must be presented:

  • The power of attorney must be notarized.
  • A general power attorney for asset disposal is not acceptable unless it stipulates the right to receive money from bank accounts
  • For citizens of the Russian Federation, the power of attorney may be certified by an embassy (consulate) of the Russian Federation abroad, for the citizens of other countries – by an embassy (consulate) of the Russian Federation abroad or the embassy (consulate) of the foreign state in the Russian Federation.
  • Powers of attorney presented in a foreign language must be enclosed with a notarized translation into Russian.

The original of the power of attorney may be kept by the System Participant; otherwise the Participant is mandated to make a copy of it

What information concerning the receiver must the sender include in the money order?

For the purposes of identifying the receiver, the sender must indicate his full name (last, first and middle names) in accordance with the document certifying identity – in the avoidance of discrepancies between the information in the System and the information in the document certifying identity at the time of payment.

Special requirements governing the completion of receiver information are imposed by paying Participants – they are only applicable in cases of the sending of transfers to certain countries of the Far Abroad.

How can the receiver find out about a transfer made in his favor?

The sender must notify the receiver himself of the amount and number of the transfer, as well as the address of the Participant where it can be received – under addressing payment technology, or receipt address options – under no-address payment technology.

What information does the receiver need to know in order to pick-up the money transfer?

In accordance with the CONTACT System Rules, the transfer is issued provided the Receiver’s last, first and middle names (where applicable), as indicated in the presented document certifying identity, and the transfer number provided by the Receiver coincide with the information indicated in the System. The Receiving-Participant is also entitled to request additional information concerning the transfer (amount, Sender’s name, city from which it was sent).

If the sender misspelled the receiver’s last name, can it be changed?

The sender should contact the Participant where the transfer was made and write a statement on amending to the receiver’s information. No commission is charged for making such amendments, provided a fee is not stipulated in the agreement with the Receiving-Participant.

Can I receive a transfer if the sender misspelled my last name by one letter without him making any amendments?

Pursuant to the CONTACT System Rules, the issuance of monetary funds in cases of a discrepancy between the spelling of the Receiver’s details in the information received about the operation and the information in the presented document is permitted in the following cases:

  • 1-2 errors in the spelling of the Receiver’s details caused by possible variations, abbreviations or typos;
  • if the translation of the Receiver’s full name is given in the dative case;
  • if the fields “Receiver’s Last Name,” “Receiver’s First Name,” and “Receiver’s Middle Name” have been completed in improper sequence but are nonetheless sufficient to perform positive identification of the client in accordance with his identity document;
  • if the document certifying identity does not entail an indication of middle name, but the middle name is indicated in the information received about the operation; in this case, the middle name is used as an additional identifier;
  • if the document certifying identity entails the indication of middle name but middle name is not indicated in the information received about the operation;
  • • if the Receiver’s last, first and middle names are indicated in Latin letters in the information received about the operation but indicated in Cyrillic letters in the document certifying identity, or vice versa.

That said, the specific Participant may have individual terms governing transfer issuance, as enshrined in its internal documents, which diverge from those set forth in the System Rules; in such cases, we recommend that the sender contact the System outlet where he made the transfer and make the necessary changes. If it is not possible to amend the transfer, please contact our directory service at: 8 800 200-42-42.(toll-free call within Russia).

I was sent a transfer in my maiden name – what do I need to do to collect it?

In order for the transfer to be issued, the receiver’s full name, as indicated by the sender, must coincide with the receiver’s full name, as indicated in the document certifying identity. Therefore, in order to collect the transfer, the sender should return to the outlet where he sent it and change your last name. That said, the Receiving-Participant is entitled to independently decide to issue the transfer without the sender making any changes, provided you present a document certifying your identity and your marriage certificate – this question is resolved individually on a case-by-case basis.

Can the sender get a refund on his transfer?

A transfer sent in favor of a private individual for payment in cash can be refunded at the request of the sender. To do so, the sender must contact the Participant outlet where the transfer was made and file the respective statement. No commission is charged on transfer refunds, but with respect to transfers sent to System Partners for crediting to the Receiver’s account, refunds are made minus the commission and/or costs of the Partner and/or lending institution at which the Receiver’s account has been opened..

What happens to a transfer if, for some reason, the receiver doesn’t receive it?

Uncollected funds are stored in the System for the general statute of limitations period established by applicable RF law. The transfer may be refunded at the initiative of the Sender.

 

Payments

In what currency can a payment via the CONTACT System be made, and is there any restriction on the amount or number of payments?

Payments in the RF in favor of legal entities can only be made in RF rubles (RUB), and beyond the RF – in US dollars (USD) or euro (EUR); that said, there are no system-based restrictions on the amount or number of payments from a single sender, though legal restrictions may apply – for instance, for RF residents, the total amount of payments sent beyond the RF may not exceed USD 5000 or its equivalent per operational day, and/or restrictions imposed by the receiver – a legal entity.

It is possible to make payments in a foreign currency within the RF, provided they involve the replenishment of one’s own account, i.e. the full name of the Sender and the Receiver, the owner of the account, coincide, as well as in cases of payments made by the Sender to pay down loans directly to the concerned lending institutions.

For complete, up-to-date information on the existence of such restrictions, you should contact each legal entity directly; if you have no such opportunity, you may also call our 24-hr directory service at: 8 800 200-42-42 (toll-free call within Russia), or access it in the Payments section of our official website by selecting the legal-entity receiver of the payment or the lending institution/foreign bank at which the receiver’s account has been opened.

How can I change a payment or cancel it, if necessary?

If he needs to change or cancel a payment sent via the CONTACT System, the sender must contact the legal-entity receiver, or the lending institution holding the legal-entity receiver’s account directly. Where necessary, the sender can file the respective statement with the office of the Sending-Participant. That said, the possibility of changing such a System payment, as well as the procedure and timeframe for making changes, is determined by the terms of informational-technological interaction between the System Operator and the concerned legal entity or lending institution/foreign bank at which the receiver’s account has been opened. To clarify the possibility of changing or cancelling a payment, you may contact our 24-hr directory service at: 8 800 200-42-42 (toll-free call within Russia).

What information must the sender indicate in the payment?

The list of information that the sender must indicate in the payment is determined by the legal-entity receiver or the lending institution at which the receiver’s account has been opened and may be clarified by contacting the legal entity/lending institution directly (including via the respective website), by calling our 24-hr directory service at: 8 800 200-42-42 toll-free call within Russia), or by reviewing it in the Payments section of our official website by selecting the legal-entity payment receiver or lending institution/foreign bank at which the receiver’s account has been opened. Such information could include the number of the outstanding invoice, trip voucher, agreement with the sender, the personal account of the receiver, or electronic wallet.

How quickly will my payment arrive?

The timeframe for the crediting of funds is determined by the agreement between the System Operator and the legal-entity receiver or the lending institution/foreign bank at which the private-individual receiver’s account has been opened, and may take up to several business days. Detailed information can be viewed on the websites of the respective receivers/organizations servicing the private-individual receiver’s account, or in the Payments section of our official website by selecting the legal-entity receiver of the payment, the lending institution/foreign bank at which the receiver’s account has been opened, or by contacting our 24-hr directory service at: 8 800 200-42-42 42 (toll-free call within Russia).