Frequently Asked Questions
Current Agents
Operating the Machine
To void a money order printed on a previous day:
Please call our helpline 800-643-6919, and a service associate will assist you with the void process.
To void a money order on the same day it was printed:
You can watch the “Voiding a Money Order” video under Machine Operation on this page, or follow these steps:
- Press Void (F4)
- Type in money order number
- Confirm that the amount on money order matches the number on keypad
- Attach the voided money order to your daily closeout report
If the amount on the money order does not match what appears on the keypad, do not proceed with the void-please contact us at 800-643-6919.
Note: Only void money orders that are still in your possession.
Go to this page and look under Machine Operation for the “Printing a Money Order” video. It provides step-by-step instructions for printing a money order.
Our machine help videos here provide step-by-step guidance for troubleshooting common printing issues. If you still need assistance, please call our Help Desk at 800-643-6919.
To reprint your closeout report, follow these steps:
- Press the far-left purple button (down arrow)
- Press Reports (F3)
- Enter User ID and Password
- Press Deposit (do not press Shift)
- For today’s report (before midnight), press today.
- For a previous report, press History
- Enter a start and end date
- To print multiple days, use a date range
- To print a single previous day, enter the same date in both fields
Some locations use the “No Fee” option when printing a money order for a vendor. This means the store does not collect its portion of the fee.
To print a vendor money order, press the “No Fee” key on your keypad. This option waives the store’s portion of the fee, while North American Money Order still receives its share.
If the money order numbers on the keypad and printer don’t match, your terminal and printer are out of sequence.
To resolve the issue, watch the “Sequence Error” video under Troubleshooting on this page. If you need additional assistance, call our Help Desk at 800-643-6919, and a service associate will help you correct the issue.
This is a number from your new pack! You need to enter the number on the final check in the new pack of money orders you’re loading. You don’t need to reference anything from the old pack.
Administrative and Billing
Your agent number is displayed in the upper left corner of your keypad screen.
Voiding a money order does not prevent it from being cashed. A money order should only be voided if it is still in your possession.
To stop a lost or stolen money order from being cashed, the store owner must complete a Stop Payment Form and submit it to us by email or fax.
- Download the Stop Payment Form
- Email: operations@northamericanmoneyorder.com
- Fax: 770-360-9490
Please call the Billing helpline at 800-643-6919 (ext. 702).
You can download the money order transaction log using the link below:
Download Money Order Transaction Log Here
Once completed, please submit it by email or fax:
📧 Email: aml@northamericanmoneyorder.com
📠 Fax: 770-360-9490
No. If you are not already registered as a Money Services Business (MSB), offering money orders through our service does not make you one. We serve as the MSB for all money order transactions processed through our service.
To request a copy of your contract, email sales@northamericanmoneyorder.com.
Supplies
No need to order supplies—they’re automatically shipped to your store when your stock gets low.
If you need additional supplies, just let us know and we’ll send them to you.
There’s no need to install them right away. Store them in a secure location and finish the money orders already in your machine before loading the new pack.
Please store extra boxes of money orders in a secure location.
Scan the QR code on your machine or the instruction sheet included with your new pack of money orders to watch step-by-step video walkthroughs.
If you need assistance, feel free to call our help desk at 800-643-6919—we’re here to help!
This error usually means that a new pack of money orders has been loaded into the printer, but the new money order numbers have not been loaded into the keypad.
Every new pack of money orders must be loaded into both the printer and the keypad. To load the new money order numbers into the keypad, follow the instructions on this page.
The last check number is the serial number printed on the final money order in the new pack you’re loading. Enter this number when prompted to complete the loading process.
If your machine isn’t printing after loading a new pack of money orders, try these steps:
- Confirm the money orders were loaded correctly. Make sure the new pack was loaded into both the printer and the keypad. You can watch the step-by-step videos here.
- Restart the printer. Turn the printer off using the power switch, verify that it’s securely plugged into the electrical outlet, then turn it back on and try printing again.
- Contact Support. If the machine still isn’t printing, call us at 800-643-6919 for assistance.