Official Check (PrimeLink) FAQs

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Customer Service Center   Back to Top

How do I reach your Customer Service Center?

A member of our customer service team can be contacted by calling (800) 323-6873. Our hours of operation are 7:00 a.m.-7:00 p.m. CST, Monday-Friday and from 9:00 a.m.-1:00 p.m. CST on Saturday. Our automated system is available Monday-Friday from 6:00 a.m.-10:00 p.m. CST and from 7:00 a.m.-5:00 p.m. CST on Saturday.

What services are provided by your Customer Service Center?

A MoneyGram customer service professional can assist you with:

  • Status
  • Voids
  • Stop payments
  • Clearing information
  • Photocopy requests

For your convenience, many of these services are also offered through our automated system (800) 323-6873 or at https://primelink.temgweb.com for our internet subscribers. For added security, MoneyGram International provides each financial institution with the opportunity to establish PIN numbers and/or grant privileges to designated staff members for each of the services we provide.



Photocopy Services   Back to Top

How can I obtain a photocopy of an Official Check?

MoneyGram imaging technology assures that you receive high quality photocopies by fax or mail. You may submit your request for a photocopy by calling (800) 323-6873 and entering your request through our automated system or by speaking to one of our Customer Service Representatives. If you subscribe to MoneyGram internet service [https://primelink.temgweb.com], you may request your photocopies directly online.

What is the turnaround time for a photocopy request? If I do not receive it, who should I contact?

MoneyGram will process your photocopy requests within four hours of receipt. If you do not receive your photocopy, please contact a Customer Service Representative at (800) 323-6873



Internet Access (Services)   Back to Top

Do you offer imaging services on the internet?

MoneyGram International offers internet imaging service requests Monday-Friday from 6:00 a.m.-10:00 p.m. CST and on Saturdays from 7:00 a.m. -1:00 p.m. CST. Please contact an Account Specialist to obtain more information.

Is there an age limitation on items I can search through the Internet?

There is no age limit for checking the status of an item.

Can I find an item if I only have the serial number? If it is outstanding, will it tell me the dollar amount?

The item status can be found with only the serial number. If it is outstanding the dollar amount will be provided.



Internet Access (Technical Information)   Back to Top

Who do I contact if I'm having trouble with the Web site?

For connectivity or system response issues, please contact our Electronic Services Help Desk at (800) 235-6403, option 1 and then 2.

How do I set up a new "Texport" user for my financial institution?

You will find complete instructions, including illustrations for adding a new "Texport" user, beginning on page 3 of the "TEXPORT ELECTRONIC REPORTING APPLICATION, USER ADMINISTRATOR SUPPLEMENT."

I seemed to have some type of error using "Texport" on the internet to send my "Issued Items." Did MoneyGram International receive my file?

You will need to check the "Reports" section of the "Texport" internet application to see if there is a report with the current date in which the items were keyed. That report should also match the dollar amount and number of items keyed. If there is no report, you will need to re-key the items in "Texport." You will find complete instructions, including illustrations, on how to find a report beginning on page 13 of the "TEXPORT ELECTRONIC REPORTING APPLICATION, DIRECT BROWSER VERSION."



Account and Reporting Information   Back to Top

How do I adjust for differences in my daily settlement?

There are several types of adjustments that are made including stop payment adjustments, void adjustments, settlement differences, etc. Make the appropriate adjustment to your settlement and then provide your Account Specialist with the adjustment detail using the [Transmittal Form].

What reports are available to help me manage my business?

  • Positive Pay Report - Shows a cumulative list of checks that have cleared MoneyGram International without being reported sold.
  • Daily and Weekly Adjustment Report - Identifies daily reconciliation differences.
  • Customer Balance Report - Provides total settlement, clearing, and adjustment dollars, and is available in a daily or weekly format.
  • Client Analysis Statement - Provides balance and earnings information.
  • Daily Stop Payment Report - Shows a snapshot of all stops placed the previous business day.