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.