FAQ

If you try to sign in on a new device, a confirmation code should be sent to your current one.

On your current mobile device, confirm that you recognize the requesting device.

If you are not able to access your previous phone for some reason, please reach out to our customer support team, and we will be more than happy to assist you in recovering your account.

The standard plan includes all features of Starter plus:

• Free peer to peer transfers
• Priority customer support
• 1 free SEPA transfer
• 25 free POS transactions
• 1 free account top up per month

Our next “Premium” plan is currently under development. You will be the first to know once it is released.

You can visit our plans page to read more about our plans. The starter plan includes:

• Dedicated individual Euro IBAN
• MyMonty virtual debit card
• MyMonty contactless physical card
• Enhanced data security & privacy
• Customer support
• Global money transfer
• Global ATM withdrawals

We offer a Free Starter account to our customers. It supports all the essential features that will make your experience with MyMonty comfortable.

To find your IBAN please click/tap on your “Main account” widget and choose the “Account details” option

Each deposit on your IBAN is FSCS insured for up to €100,000.

An IBAN number is a unique code used to identify a specific bank account for the purpose of cross-border payments.

You need to know your beneficiary’s IBAN in order to make sure your transnational payment arrives safely at its destination.

Make your account more secure by entering your email address and clicking/tapping on “Connect email”. An OTP will be communicated to your inputted email address.

Please enter the OTP in the designated field and then subscribe to our newsletter to receive the latest feeds.

We currently provide services within the EEA countries.
The European Economic Area includes Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.

Once you go through the KYC check, we will review your application and get back to you. Please note that the verification process might take up to 3 hours of a working day.

After submitting the document of verification, a liveness check is done so smile to the cam and snap a selfie.

The final step requires a home address verification. Please upload any utility bill document no older than 3 months from today’s date.

KYC or Know Your Customer in its full form, is the practice carried out by companies to verify the identity of their clients, in compliance with legal requirements and current laws and regulations.

The extensive use of new technologies and the internet makes it necessary to define standards that help fight online fraud. The KYC procedure reacts to a legal and global imperative by financial institutions and companies.

To onboard on our platform, please upload the official documents for the KYC/AML check. You will have the choice of uploading either your:

• Passport
• Driving License
• ID Card

To create an account, please:

1. Download Application from Apple Store/ Google Pay or open it via our web app.
2. Enter your Phone number.
3. Enter the 6 digits code received by SMS on your Mobile device.
4. Follow the instructions to verify your identity.

After you complete any transaction, please select the “Create autopay” option, and set your payment preference.

Adding a payment to the autopay list will save you the hassle  of repeating the transaction each time, and automatically debit your account of the specified amount at the designated  date.

After you complete the transaction, click or tap on the “Add to favorite” option and the contact will be saved in your Favorites section.

Adding someone to your favorites will allow you to quickly send them money next time.

This is to ensure this payment request is authorized by you the account holder.

Please click the “Send” icon on the main page.

Choose the “Bank Transfer” option.

Choose the “Company” option.

Choose your country and preferred transaction currency.

Add their banking details. (Beneficiary bank account, BIC code, company name, and address…)

Enter the amount you wish to send along with an optional reason for the payment then click on “send”.

Important: charges may apply depending on the outgoing transactional fees.

FX charges may also apply if an exchange of currencies is done.

If you’ve found out that the user isn’t a MyMonty customer, you can invite them to join.

Please select the “Invite to MyMonty” option and a link will be sent to the inputted client via SMS to download and join MyMonty.

Please click the “Send” icon on the main page.

Choose the “Bank Transfer” option.

Choose the “Person” option.

Choose your country and the preferred transaction currency.

Add the recipient’s banking details. (Beneficiary bank account, BIC code, name, and address…)

Enter the amount you wish to send along with an optional reason for the payment then click on send.

Important: charges may apply depending on the outgoing transactional fees.

FX charges may also apply if an exchange of currencies is done.

Please click the “Send” icon on the main page.

Choose the “MyMonty client” option.

Add the recipient’s number and select the relevant contact.

Enter the amount and click on “send”.

We may charge a small fee to cover our costs. We will let the sender know if any fee is applicable as well as its value before they complete the transaction.

You can generate a payment link and share it via any messaging application. The sender will click on the payment link and send money to your account.

Simply generate the QR code and let the sender scan it , then the requested money will be directly sent to your account.

If you are requesting money from a non-existing user, please click/tap the “Request” icon on your home page.

Enter the recipient’s phone number and/or click/tap on the Share link or QR code option, then enter the amount you want to request along with an optional comment.

Send your request by clicking/tapping on the send button.

To request money from an existing user in-app, please click/tap the “Request” icon on your home page.

Enter the recipient’s phone number and select them, then enter the amount you want to request along with an optional comment.

Send your request by clicking/tapping on the send button.

Your balance is automatically updated after each transaction. You can see all past transactions under “Payment History” on the mobile and web app homepage.

Certain currencies might have limits imposed by our payment’s partners, which we are unable to disclose due to compliance reasons.

Please note that there is no limit on P2P or Card to Card Transfers on the network.

Loading Limits:

• Max Load per Day – €5000
• Max Load Tries per Day – 20
• Max Individual Load Limit – €5000
• Max Balance on Card – €50,000
• Monthly Load Limit – €10,000
• Yearly Load Limit – €120,000

Spending Limits

• Spending Limits:
• Max Daily ATM – €750
• Max Monthly ATM Domestic – €1000
• Max Daily ATM Withdrawals – 10
• Max Daily POS – €3000
• Max Daily POS Transactions – 20
• Max Monthly POS – €3000
• Max Yearly POS – €36,000

• ATM withdrawal / SEPA region – 0,41% + €1.38
• ATM withdrawal / International per – 2,30% + €2.76
• ATM balance inquiry / PIN change – €0.81
• Transaction Decline/ Return fee – €0.16
• POS Domestic / First 25 POS transactions – free
• POS Domestic / Transactions; 25 per month – €0.12

• Max Daily Limit ATM – €750
• Max Daily ATM Withdrawals  – 10
• Max Daily POS – €3000
• Max Daily POS Transactions – 20
• Max Monthly POS – €3,000
• Max Yearly POS – €36,000

Money can be withdrawn globally at any ATM machine that supports MasterCard.

Important: ATM and FX fees, may apply when withdrawing money.

We recommend always withdrawing in the country’s local currency.

• Please be aware of applied ATM fees.
• Please try to withdraw your money “without conversion.” You should always be charged in the local currency. For example, if you are in Poland, withdraw in Zloty (zł).
• If you choose “with conversion”, the bank can apply their own exchange rate which will result in additional fees.

You need a passcode to secure your account from unauthorized usage.

If you wish to set or change your profile photo, please click or tap on the settings wheel at the top right of your screen, click or tap on the profile photo, and upload a new one.

If you wish to deactivate your account, you can simply stop using it and its status will change to dormant after a period of inactivity.

The provided name and phone number during the onboarding process cannot be changed due to security reasons.

You can change your delivery address, password, or email at any time in the app. Just go to “Settings” and select “Profile” to edit your details.

If you lose or damage your phone, your MyMonty account will still work without your phone. You will be able to continue using all services.

Please download our app to your new phone, enter your phone number and get the verification code or confirm it using the website. Or chat with us to verify your new phone.

You can use the mobile app to unblock your PIN.

Go to ”Settings”

tap on ”Unblock the account”

and it is ready to use.

Or call our customer support at +44 808 169 9792

Chat with us at support@mymonty.com

You can use the mobile app to unblock your PIN or contact us:

Call our customer support at +44 808 169 9792

Chat with us at support@mymonty.com

You do not need to worry if you forgot your password, it is not required. To access your account on the app or our website, you will receive a code that you will have to confirm through your phone.

You can recover your account by tapping or clicking on the “Have a problem” option then the “Recover access” option.

Attach a copy of your passport to confirm your identity.

Our team will review your request and revalidate your account access.

Important: All your connected devices will be disconnected after this process for security purposes.

If you subsequently find or retrieve a Card that you have reported lost or stolen, you must immediately destroy the found Card by cutting it in half through the magnetic stripe and chip.

If your Card is lost, stolen, damaged or you think someone is using your MyMonty card, PIN, and/or Access Codes without your permission:

1. Contact us as soon as possible and provide your account or card number.
2. Once your identity has been verified, we will provide you with a replacement card and a corresponding new account, loaded with an amount equivalent to your last available balance.
3. Once we have been notified of any loss or theft, we will suspend the payment services to limit any further losses.
4. A replacement card will be delivered to the address registered by yourself for card delivery.

PS: Failure to provide the correct address, will result in a card replacement fee to cover our delivery charge.

If you card is consumed by the ATM, please terminate it using the app, live chat with us or call our support team to request a replacement card.

If you want to change your PIN. You can do it at any ATM machine that provides PIN services and accepts VISA and Mastercard. Please note that the listed countries do not support PIN change: Belgium, Luxembourg, Austria, Germany, Spain, France, and Singapore.

If a Card expires before your Available Balance is exhausted, you can contact Customer Services to request a replacement Card. This is only feasible, provided you do so 14 days before the Expiry Date printed on your Card. This is subject to payment of a Fee (when specified). We reserve the right to provide you with a replacement for an expired Card, even if you have not requested one.  In this case, you will not be charged a Card Replacement Fee.

Your Card has an expiry date printed on it (the “Expiry Date”). The Card (and any Secondary Card) and any bank account linked to the Card, will no longer be usable after the Expiry Date, and you must not use it after that time. However, you will still be able to receive and send funds to and from the Account associated with the Card.

You can order a physical card on our App or Website.

• Go to the main page of your app or website
• Choose ”Order plastic card”
• Click on ”Order”

Follow the instructions and fill the delivery address and your card will be sent.

Please make sure that your delivery address is correct and always updated.

The delivery may take up to 3 weeks depending on your location, the estimated time will be given after requesting an order.

Your card will be delivered by Royal Mail

Virtual cards are like regular physical cards, but can be used only via the app. Once the card is opened, it is ready to be used after activation.

You can make online payments, withdraw money from contactless ATMs, and pay at any contactless POS using your virtual card.

Please navigate to your virtual card’s details.

Select the “Remind PIN” option.

Follow the steps that appear in the pop up, and you’ll have your PIN ready in no time.

A Personal Identification Number is a number needed when withdrawing money from an ATM or paying at a card terminal.

You will need to request a PIN code once you receive your physical card.

Only persons over 18 years of age are entitled to onboard and use our payment services.

Our Payment Services are prepaid and not a credit product. You must therefore ensure that you have a sufficient Available Balance from time to time, in order to pay for your transactions and applicable Fees. If for any reason a transaction is processed, and the transaction amount exceeds the Available Balance, you must repay us the exceeded amount immediately and we shall be entitled to stop any existing or subsequent transactions from proceeding.

The Available Balance on your card and/or account will not earn any interest.

Any transaction on your card in a currency other than the currency in which your card is denominated, will require a currency at the live exchange rate.

Your payment services may not be instantly activated unless we have been provided with the required information, to verify your identity and can comply with all applicable customer due diligence requirements. We shall keep records of such information and documents in accordance with all applicable legal and regulatory requirements.

You can top up your MyMonty debit card using:

• An external credit or debit card*
• From your bank account using SEPA or Swift transfers

* Please use a European euro currency card.

In case you’ve lost or damaged your card, please block your card immediately:

• Click or tap on the card widget on your home screen
• Select the “Block card” option

The replacement card will be posted to the most recent account address registered by you.

PS: Failure to provide the correct address will result in a card replacement fee.

We will call you the day before delivery.

You can easily replace your card if it gets damaged or expired.

• Open the MyMonty app or webapp
• Click or tap on the card widget
• Select the “Reorder card” option

Yes, Delivery fees are charged to cover the delivery cost of your card

Standard Delivery + postage €2.90

• ATM withdrawal / SEPA region – 0,41% + €1.38
• ATM withdrawal / International per – 2,30% + €2.76
• ATM balance inquiry / PIN change – €0.81
• Transaction Decline/ Return fee – €0.16
• POS Domestic / First 25 POS transactions – free
• POS Domestic / Transactions; 25 per month – €0.12

• Max Daily Limit ATM – €750
• Max Daily Limits for ATM Withdrawals – 10
• Max Daily POS – €3000
• Max Daily POS Transactions – 20
• Max Monthly POS – €3,000
• Max Yearly POS – €36,000