Frequently Asked Questions

Registration

How can I download the Broxel App?

For iPhone, download it from the App Store and make sure you're running iOS 10 or a newer version.
For Android, download it from Google Play and make sure you're running Android 4.4 or a newer version.

I want a Broxel account. How do I open one?

It's very easy to sign up. Just follow these steps:
1. Enter broxel.com/us and click on "Start registration"
2. Fill out the required information and upload your identification document
3. Wait until your information has been validated
4. Whenever your account is ready, we'll notify you and send the card to your home address
5. Once you've received your card, download the Broxel App to activate it
6. Log in using the username and password that you created during your registration
7. Click on the "Activate card" button
8. Enter the card's 16 digits and the expiration date (MM/YY)
9. Make sure the card appears on the home screen

Done! Deposit money to your card and begin using it
* You'll need to have one of the following documents at hand:
1 - IFE/INE
2 - Consular registration
3 - American or Mexican passport
4 - American or Mexican driver's license
5 - Social Security Number (SSN)

I am foreign. Can I still have a Broxel account?

Of course! You can sign up now at broxel.com/us
You just have to have one of the following valid documents:
1. Voting credential or Mexican electoral credential INE/IFE
2. Mexican consular registration
3. Mexican or American passport
4. Mexican pr American driver's license
5. Social Security Number

How old do you have to be to open a Broxel account?

To open a Broxel account, you must be at least 18 years old.

How should I upload my ID?

To upload your ID successfully, just follow these simple steps:
- Take the photo in a well-lit area
- Make sure that it is centered and shows the entire ID
- Check that it is clear, legible and not blurry
Don't forget that your document must be valid.

What if I don't receive the verification code during my registration?

In some cases, you can fix the problem by pressing the resend code button, but if the problem persists, follow these steps.
- Make sure that your mobile has reception and you can receive SMS (text messages)
- Check your email to see if you received it there
If the problem continues, then give us a call.
From the US: 1-855-279-2720
From Mexico: 55-8890-9835

What documents do I need to open a Broxel account?

It's very easy to open a Broxel account. You just need one of these documents:
1. Voting registration or Mexican electoral credential INE/IFE
2. Mexican consular registration
3. American or Mexican passport
4. Mexican or American driver's license
5. Social Security Number (SSN)

Log in

I forgot my password. How can I recover it?

If you forgot your password, follow these instructions:
1. Open your Broxel App
2. Select "Change user"
3. Then press "I forgot my password"
4. Enter the email that you used to sign up
5. We'll send you a validation code to that email
6. Enter the code in the app
7. Create your new password

Done! Next time, be sure to access the app using your new password

Account

I want to update my information on Broxel. How do I do it?

At the moment, you can only change your address, send an email to help@broxel.com
You should send the email using the address you signed up with and include the new full address you wish to use.

Card

How do I activate my card?

You should do this via the Broxel App; if you don't have the app, you can download it from the App Store or Google Play.
Once you've downloaded it, enter the app using the username and password you created during your registration.
1. Press on the button that says "Activate card"
2. Enter the card's last 4 digits and expiration date (MM/YY)
3. Make sure it appears on the home screen
Done! You can start using it.
You can also activate it by calling us:
From the US: 1-855-279-2720
From Mexico: 55-8890-9835

Are Broxel cards debit or credit?

The cards that Broxel issues are Mastercard and can be used in any part of the world. They are considered debit cards since they can be reloaded.

I want to purchase with interest-free periods. Can I do it with my card?

Remember that your Broxel card functions as a debit card with which you can not make these types of purchases. The full amount will be removed from your account in a single payment, and can you can only use the money that is available on your card.

Where can I use my card?

Your card can be used in the US and anywhere in the world.
You'll be able to pay in stores that accept Mastercard and purchase online.

Do I have a usage limit on my account?

For your security, we've established limits for the each account.

Concept	Limit
Transaction / Reload type	Maximum amount
Maximum balance on the card	USD $9,999.00 (includes all cash reloads and direct deposit)
Withdrawals	USD $2,500.00 per day (includes all bank tellers, ATMs, and cash back for point-of-sale purchases) (the "Daily Withdrawal Limit")
Cash withdrawal (ATM)	USD $705.00 per day
Cash withdrawal (Teller)	USD $2,500.00 per day
Purchases (POS)	USD $2,500.00 per day (the "Daily Withdrawal Limit")
Send money	USD $2,500.00 per day (includes all cash reloads and direct deposit)
Cargas de valor	Value reloads. Any combination of the reload types listed below not to exceed the maximum balance of USD $ 9,999.00 per day
Direct deposit	Any combination of the reload types listed below not to exceed the maximum balance of USD $ 9,999.00 per day
Cash deposits	USD $1,000.00 per day
Card to card transfers	USD $2,500.00 per day
ACH transfer	USD $1,000.00 per day (includes all cash reloads and direct deposit) (bank to card transfer)

How long does it take for my card to arrive in the mail?

Once you've finished your registration, you'll receive the card in approximately 10 business days. Sometimes, external factors can delay the delivery; if the time frame we've established has been exceeded, call us and give you a status on the delivery.

I want to cancel my account. How do I do it?

You must call us so we can begin the account cancellation process.
You should leave your account balance on zero to begin the cancellation.

From the US call: 1-855-279-2720
From Mexico call: 55-8890-9835

How do I file a claim about a charge I don't recognize?

You must call us to complete the claim about the unauthorized charge.
From the US call: 1-855-279-2720
From Mexico call: 55-8890-9835
During the call, we will indicate the steps to follow.

I want to change the delivery address, how do I do that?

You must call us to complete the address change.
From the US call: 1-855-279-2720
From Mexico call: 55-8890-9835

How do I know if my card request was successful or not?

We'll send you an email stating whether or not your request was successful and when your card is on the way.
If you didn't receive it, call us.
Calling from the US:1-855-279-2720
Calling from Mexico: 55-8890-9835

I want to change my PIN. How do I do that?

It's very easy to create it and change it. For both cases, just follow these steps:
1. Enter the Broxel App using your username and password
2. Go to the "Accounts" section
3. Select your card
4. In "CARD ACTIONS" go to "Change PIN"
5. Enter the new 4 digit PIN and repeat it in the space below
6. Confirm the change

Done! Don't forget to use the new PIN when you go to the ATM
*PIN/NIP is a numeric code composed of 4 digits used in certain systems to confirm ownership of the card.

I want to pay using my card, what should I do?

Make sure that you've activated your card via the Broxel App.
Verify that the establishment or online store accepts Mastercard.
Using the Broxel App, check to see if the card is activated and whether or not it has enough money to complete the purchase.

What should I do if my card is lost or stolen?

The first thing you should do is enter the Broxel App and deactivate your card so nobody else can use it.
Now follow these simple steps:
1. Enter the Broxel App using your username and password
2. Go to the "Accounts" section
3. Select the card
3. Locate the card's activation button and deactivate it; the button will turn grey.
Afterward, please call us so we can block the account and send you the replacement card.
From the US call: 1-855-279-2720
From Mexico call: 55-8890-9835

I think I was a victim of fraud. What should I do?

The first thing you should do is enter the Broxel App and deactivate your card.
Just follow these steps:
1. Enter the Broxel App using your username and password
2. Go to the "Accounts" section
3. Select the card
3. Locate the card's activation button and deactivate it; the button will turn grey.
Afterward, please call us so we can block the account and send you the replacement card.
From the US call: 1-855-279-2720
From Mexico call: 55-8890-9835

How do I activate and deactivate my card?

It's very easy to activate and deactivate. You can do this to keep your card safe or in case someone steals it.
Just follow these steps:
1. Enter your Broxel App using your username and password
2. Go to the section "Accounts"
3. Select the card
4. Find the activate and deactivate button; the button should turn grey.

Done! Whenever you want to activate it, just repeat the steps.

Deposit money

I want to do a transfer to my card. What should I do?

It's quick and simple; just follow these steps:
1. Enter the online bank
2. Enter the requested information
You can find this information in the "Deposit money" section and "By bank" button

I want to deposit money to my card from another Broxel account. What should I do?

If another person has a Broxel account in the US and wants to send you money, they should enter the "Send Money" section. Then, press the "To American mobile numbers" button, and then look for your contact, or they can enter your mobile manually.

Do I get charged a fee for deposits or receiving my paycheck?

No. At Broxel, your finances matter to us. We don't charge you for receiving your paycheck or deposits.

I want to deposit money to my card through a retailer. What should I do?

By cash at retailers
1. Go to the store
2. Indicate the amount
3. Turn in your card to the cashier, and they will run it through the terminal
Visit broxel.com/us to find out more about the fees, the time it takes to receive the money, and money limits

How can I locate a retailer where I can deposit money?

Visit broxel.com/us and go to the Reload network section. There you can find a list of all the retailers and stores, and if you press the "Find the nearest one" button, you'll be able to find the closest to you.

How much money can I deposit to my Broxel card?

The minimum amount of money is $20.00 USD, and the maximum is $1,500.00 USD as long as you do not exceed the reload limits of the card.

How do I know if a deposit to my account was successful?

You'll receive a notification on your mobile and email when the deposit is complete. That way, you can check your balance through the app.

How long does it take for me to receive a deposit?

If you Deposit money through a retailer, it'll take approximately 10 minutes.
If it's from another Broxel account, you'll receive it instantly.
If it's from a bank, you'll receive it within 18 to 48 hours."

Are there fees for deposits through retailers?

Yes, the store charges a small fee. You can visit broxel.com/us to check all the fees under the Reload network section.

I want to reload money to my card through check. What should I do?

It's quick and simple; just follow these steps:

1. Go to the closest Walmart store with your Broxel card and your printed check
2. Go to any customer service desk or MoneyCenter
3. Handle your card and check over
Done! Your card is reloaded.

Remember that this service is not available in NJ and NY.

Send money

I want to send money to Mexico. What should I do?

It's very easy. Just follow these steps:
1. Enter the Broxel App using your username and password
2. Go to the section ""Send money"" and then "To Mexico"
3. Select one of your contacts (you must give the app permission to access your contacts)
4. Fill out the information and amount
Done! Your contact in Mexico will receive the money
Your contact in Mexico must have a Broxel account. If they don't, they'll receive an invitation to sign up, and once they complete the registration, they'll receive the money you sent.

I want to send money to a bank account in the US. How do I do it?

It's very simple. Just follow these steps:
1. Enter the Broxel App with your username and password
2. Go to the "Send money" section then press the "Bank" option
3. Add the 9 digit routing number. Keep in mind that this step will take approximately 5 minutes to activate and is only done once. You should then add the account number, alias, the recipient's name, and type of account
Done! This way, you'll be able to send money to any bank account in the US
Remember, transfers made to other banks before 2:00 PM MST will be processed that same day, and if they are made after this time, they will be processed the following day.

I want to send money to my other Broxel cards. How do I do that?

It's very easy. Just follow these steps:
1. Enter the Broxel App using your username and password
2. Go to the "send money" section and then press on the "Broxel cards" button followed by "My cards"
3. Select the card you wish to send money to
4. Fill in the concept and amount

Done! Now you can see if the money you sent to your other card was received

Where can I send money?

You have a couple of options to where you can send money.
- To Broxel accounts in the US and Mexico
- To bank accounts in the US
- Between your cards if you have more than one
Enter your Broxel App and click on the "Send money" button, and there you can find all of the options.

If I send money, how long does it take?

If I send money, how long does it take?
In the US
- Wire transfers to other banks: Before 2:00 PM (MST) will be completed that same day. If done after that time, it will reflect on the following business day.
- To other Broxel cards: Immediately
To Mexico: Immediately.

I want to send money within the US, are there any fees?

To send money anywhere in the US, you have two options.
- To other Broxel cards: $0.95 USD
- To any other bank: $1.99 USD

How much money can I send?

For your security, you have a daily limit of $2,500.00 USD.

How much money can I send to my recipient?

Your recipient will be able to receive up to $1,000.00 USD in a day or $4,999.00 over a month.

I want to send money to Mexico, is there a fee?

There is only one commission to send money to Mexico, and it's worth $3.99 USD per transaction. Whenever you send money, you'll also be able to see the type of exchange rate applied to that transaction.

Security

Can I trust Broxel with my money?

Of course! We're a company that protects your information with high-security standards.
We use encrypted HTTPS to protect your information and transactions to ensure all of your transactions are protected. We'll never misuse your information nor sell your data. We rely on a large team of people that watch every transaction to make sure your money gets sent to the correct person and that you receive money that has been sent to you.
With the Broxel Card that Metropolitan Commercial Bank backs, our users' money is supported by the Federal Deposit Insurance Corporation (FDIC), even up to 100% of the account's balance.

What do you do with my information?

For Broxel, it is very important to protect and guard your information. Broxel will never share your information with other companies or external suppliers. You can view our information Privacy Policy at broxel.com/us/legals

How does Broxel protect my information?

At Broxel, your personal and financial information is crucial to us. We follow the Privacy Policy and our Terms of Use at all times, so you can be sure that we'll never share your information without your consent.
Visit our Privacy Policy and our Terms of Use at broxel.com/legals

Commissions

What are the fees I can expect from using the Broxel USA card?

Our fees are the lowest ones and we have an excellent exchange rate for when you send money to Mexico. Whenever you send money to Mexico, you'll be able to see the fee and exchange rate on the app. To consult the details about the fees, enter broxel.com/us/legales and view the terms and conditions of the Prepaid Mastercard Broxel USA Card

Broxel

What is Broxel?

Broxel is a 100% Mexican company with a long history in payment methods. It arrived at the United States thinking of offering products for Mexicans that allow them to pay fewer fees for using their money and make it easy to send money to their families in Mexico.

Refer & win

What is “Refer & Win”?

A campaign that lets you refer your friends and family to Broxel Pay accounts in Mexico and the US so both can get rewards.

How does it work?

First, get a link to share with your contacts. Each referral that completes registration in the US earns you $25 USD and each one in Mexico earns you $5 USD directly in your account.

After completing the sign-up process, your friend will get $25 USD if they opened an account in the US, or $100 MXN if it is an account in Mexico.

How do I get a link to refer my contacts?

1. Go to link.broxel.com and enter the “Refer & Win” section

2. Choose to refer an account in Mexico or the US

3. Enter the cell phone number linked to your Broxel Pay account

4. Copy the link that appears on screen and share it with your contacts

Who can participate in “Refer & Win”?

Any Broxel Pay or Canelo card user in Mexico and the US.

I already referred someone, when will I get my reward?

You will receive your payment in up to ten business days after your referral completes their registration.

I was invited to Broxel Pay, when will I get my reward?

You will receive your payment in up to ten business days after you complete your registration.

What happens if I entered a wrong cell phone number in link.broxel.com?

If the number you entered is wrong or is not linked to a Broxel Pay account, your link won’t work and you won’t be able to receive any rewards.

However, you can enter the right number and generate a new link anytime you want.

My contact received the link I sent, but I haven’t gotten my reward.

After clicking your link, your contact must complete the Broxel Pay registration. When their account is ready, you will receive your reward in up to ten business days.

Is there a limit to the amount of people I can refer?

No! As long as they keep signing up, you will be rewarded per referral.

I got a reward as a referral, can I also refer people and earn more money?

Yes! Now it’s your turn to share the Broxel Pay experience. Go to link.broxel.com and get your own link.

Cash in by barcode

How can I add money with a barcode in stores?

You can add money to your Broxel Pay card at more than 100,000 available stores by scanning a barcode that you generate in the Broxel Pay App.

How is using a barcode helpful?

You won't have to hand your Broxel Pay card directly to the cashier at the store, which makes it safer for you.

Where can my barcode be scanned?

In the network of participating stores. Enter your Broxel Pay App and look for the section "Input money" to find this information.

Does my barcode expire?

Yes, it lasts one hour from the moment you generate it. When the hour ends, you need to create a new one.

I want to create a barcode, what should I do?

1. Log into the Broxel Pay App

2. Go to the “Deposit money” section

3. Select "Cash"

4. Select a business and confirm on the “Generate code” button

What do I need to start using this functionality?

A Broxel Pay account.

What is the commission for adding money?

Each store charges a commission at the moment of purchase. This may vary: $4.95 USD in all available stores, except those of the Walmart chain, that charge $3.74 USD.

Are there limits to the amount of money I can add?

By amount:

• Per transaction
- Minimum $20 USD
- Maximum $500 USD
• Maximum balance in Broxel Pay USA account: $9,999 USD
• Daily: Maximum $1,500 USD
• Weekly: Maximum $3,500 USD
• Monthly: Maximum $5,000 USD

By number of times:

• Daily: Maximum 3 times
• Weekly: Maximum 12 times
• Monthly: Maximum 20 times

How many barcodes can I create?

All you need! Just remember that they are valid for a period of time and that you cannot exceed the transactional limits.

What should I do if my barcode expires?

Don't worry! You can always enter the Broxel Pay App and create another. Each one will be valid for one hour only.

I want to share my barcode, what should I do?

Locate the “Share” button while creating the barcode. You will have several options to share it. Remember the barcode is only valid for one hour.

If I have already added money with a barcode, how long before it is reflected in the balance?

It takes between 1 and 30 minutes.

If I have already added money and it is still not reflected in my balance, what should I do?

Contact us to look into your case:

From the US: 1 (855 279 2720)
From Mexico: 55 8890 9835
From anywhere else: 1 (801 677 8612)
By email: help@broxel.com

Where can I find out which businesses accept barcodes?

Enter your Broxel Pay App. You will find more information in the "Add money" section.