FAQ

If you try to sign in on a new device, an OTP (One-Time Password) will be sent to the mobile device that holds the entered mobile number.

After entering the OTP correctly, enter your PIN and you will be logged in.

An email will be sent to the registered email address to notify the user about the new login.

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 navigate to “Profile”, tap on your name then tap on “Personal IBAN” 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. An OTP will be communicated to your inputted email address.

Please enter the OTP in the designated field and tap on Verify

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.

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

Please tap the “Transfer” quick icon on the main page.

Swipe to the “IBAN Transfer” tab.

Choose the recipient from the list or tap on “New Recipient” option.

Add the recipient’s banking details. (Recipient, Currency, IBAN…) and tap on Next

Enter the amount you wish to send along with an optional description for the payment then tap on the Transfer button.

Important: Currently EUR SEPA transfers and BGN BISERA outbound transfers are supported.

The user may choose to save recipient for faster transacting next time.

Please tap the “Transfer” quick icon on the main page.

Choose the name of the recipient from the list (make sure the MyMonty logo appears next to his name).

Enter the amount and tap on “send”.

Simply tap on "QR Code" quick icon then swipe to "My QR Code" tab, set a desired amount and the QR will be generated along with a payment link. Tap on “Share Link” so you share it via any messaging application on your mobile device.

Once clicked by another MyMonty user, the requested money will be directly sent to your account.

Simply tap on "QR Code" quick icon then swipe to "My QR Code" tab, set a desired amount and the QR will be generated. Once scanned by another MyMonty user, the requested money will be directly sent to your account.

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

Please note that there is no limit on the number of P2P transfers

• Single Outgoing transfer– €3000
• Outgoing transfer per 24 hours – €5100
• Outgoing transfer per 7 days – €15,000
• Outgoing transfer per 30 days – €30,000
• Outgoing transfer per a year – €100,000
• Total of incoming or outgoing transfers per month - €50,000
• Total of incoming or outgoing transfers per year- €180,000
• Transfer to IBAN top up for an amount not exceeding: €51,300 for a period of 1 month
• Credit/Debit card top up for an amount not exceeding: €30,700 for a period of 1 month
• Maximum account balance: €180,000

• Top-up fee - First top-up for free, and a 1.5% is charged thereafter
• ATM withdrawal / SEPA region (Eur) – 1,5% with a minimum fee of 1€
• ATM withdrawal / International per – 2% with a minimum fee of 2€
• ATM balance inquiry / PIN change – Free
• Transaction Decline/ Return fee – Free
• POS Domestic – free
• POS International / Transaction - free + merchant fees if applies (FX passthrough)
• SEPA Transfer - 0,15€

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 PIN to secure your account from unauthorized usage.

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 email address and occupation at any time in the app. Just go to “Profile” tab, select your name then tap on “Personal Details”.

In order to change your PIN code you must first log out of your account if you haven't already done so. Close the app entirely and then open it again.

When you enter your phone number the system will ask you to provide your PIN code. On this same screen, in the lower left corner, you'll find the "Forgot PIN" option.

Choosing that option will then prompt you to enter your new PIN and confirm it. After that you'll be instructed to send a selfie with your ID in a chat with one of our associates.

In that photo we need to see your face and the names and photo on the ID card. The rest of the information on the ID card should be obscured.

Please keep in mind that photos where you're not decent will not be accepted and your PIN change will not be approved.

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 followed by the OTP verification code then enter your 4-digit PIN.

When the user has an activated physical card, they can access the following controls:

• View card’s details by clicking on the button See details and authenticating themselves
• View card’s PIN by clicking on the button View PIN and authenticating themselves
• Freeze the card by clicking on the Freeze card button
• Destroy the card by clicking on the Destroy card button
• Add the card to Apple or Google Pay (only if the respective in-app provisioning has been enabled for the wallet)

Whenever a Physical card is about to expire, the user can reissue the card by navigating to the card and clicking on the button Reissue. To make sure the expiry is not missed, we will send a push notification to the user letting them now their card’s validity ends soon. This will start the card reissue process, which includes selecting a delivery address and PIN number, identical to the process for ordering a new card. Card delivery fees apply. The balance is reflected on the new card

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 you card is consumed by the ATM, please freeze and destroy it using the app, then 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 Mastercard. Just follow the steps on the ATM machine for pin change

Your Card has an expiry date printed on it (the “Expiry Date”). The 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.

Physical cards can be issued in a comparable way to the Virtual cards.

Navigate to the Physical card screen located in the Cards tab.

You must be KYC-verified and have any non-zero balance available.

To start the process, tap on “Order card”. The first step would be to enter the delivery details for the card.

Following is a series of two screens that require you to choose and confirm your card PIN.

Once the address and the PIN are entered, confirm your details and the card is on its way

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 card’s tab.

Swipe for the card you wish to show the PIN

Tap on the “Show PIN” option.

You’ll have your PIN displayed 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 bank card issued under your name

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

• Tap on the card widget on your home screen
• Swipe to the card you wish to stop
• Turn on the “Freeze card” toggle

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
• Tap on the card tab
• Freeze the card by tapping on the "Freeze" card toggle
• Destroy the card by tapping on the Destroy card link that appears once the card is frozen

Once destroyed, physical/virtual cards can be ordered again. The fee for delivery will apply again for the physical card

Yes, a €5 Delivery fee is charged to cover the delivery cost of your card

• Top-up - fee First top-up for free, and a 1.5% is charged thereafter
• ATM withdrawal / SEPA region (Eur) – 1,5% with a minimum fee of 1€
• ATM withdrawal / International per – 2% with a minimum fee of 2€
• ATM balance inquiry / PIN change – Free
• Transaction Decline/ Return fee – Free
• POS Domestic – free
• POS International / Transaction - free + merchant fees if applies (FX passthrough)
• Delivery fee - 5€
• Replacement fee - 2€

• Single Payment POS – €5000
• Single ATM Transaction – €200
• Single Top up – €5,000

• POS transaction limits per 24 hours – €10 000 or 50 payments at POS for digitized or virtual cards; 20 payments at POS for physical card
• ATM transaction limits per 24 hours – €1000 or 5 ATM withdraws
• Top up transaction limits per 24 hours – €10,000 or 50 top ups

• POS transaction limits per 7 days – €15 000 or 120 payments at POS for all card types
• ATM transaction limits per 7 days – €4000 or 35 ATM withdraws
• Top up transaction limits per 7 days – €15,000 or 100 top ups

• POS transaction limits per 30 days – €30 000 or 300 payments at POS for all card types
• ATM transaction limits per 30 days – €10,000 or 90 ATM withdraws
• Top up transaction limits per 30 days – €30,000 or 300 top ups