FAQ

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So how can we help?

Open Account

Online payments have become an indispensable part of our daily lives and fortunately, with MyMonty™ you can now complete all your digital financial tasks online even by opening a multi-currency account (coming soon) in minutes by following the below steps:

  1. Download Application from Apple Store/ Google Pay or open it via our website ….
  2. Insert your Phone number.
  3. Insert the code sent by SMS to your Mobile device, the code is a 6 digits number.
  4. Follow the instructions to verify your identity.
    • • You will be asked to choose the type of document for verification (This includes 3 options) Passport/ Driving License/ID Card.
    • • After submitting the document of verification, we will need an ID photo to verify your identity (Please take a selfie)
    • • Final step is for a home address verification. You will need to upload a photo for any utility Bill that proves your home address.
    • • Confirm the utility bills by entering your home address.
    • • Please choose the delivery address to deliver your physical card.
    • • You have now set up your account. We will need up to two days to activate your account.

Payment Instruments

Withdrawals

Money can me withdrawn from any ATM machine in any country that supports MasterCard.

  • • 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 the United States you should withdraw in USD.
  • • If you choose “with conversion”, the bank can apply their own exchange rate which will result in additional fees.

LIMITS for withdrawals:
  • • Max Daily Limit ATM - €750
  • • Max Daily Limits for Withdrawals ATM - 10
  • • Max Daily POS - €3000
  • • Max Daily POS Transactions - 20
  • • Max Monthly POS - €3,000
  • • Max Yearly POS - €36,000
Transaction Fees:

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

Transfers

When sending funds to your MyMonty™ account, we recommend that you or other senders make a SEPA transfer using your IBAN. We have different types of transfers available that you can choose from:

  • • SEPA

You can send any debit transfers within the Single Euro Payments Area

  • • Internal Transfers

It is easy to send and receive money using our app if the recipient of the transfer is also a MyMonty™ member. Only a phone number is needed to initiate the transfer.

  • • Top Up From Card

It is possible to top up your MyMonty™ card from different cards.

  1. You are responsible for checking and confirming payment details and fees before making a payment to us or to your account.
  2. When enabled, you may be eligible to instruct other organizations to create regular Direct Debits from your Account. You will be responsible for ensuring that the correct details are provided in order for the Direct Debit to be created. You must ensure at all times that you have a sufficient available balance to allow for the funds to be debited from your account. You are responsible for checking the terms and conditions that have been provided to you by the organization receiving the Direct Debit payments.
Transfer within MyMonty™
Limits

There is no limit on transfers P2P or Card to Card 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

Balance

Your balance is automatically updated after each transaction. You can see all updates on our app. Go to “Settings” and click on “Payment History” to check all your transactions.


Setting UP

Editing Personal Details
  • • Delivery address, password, or email: You can change this information yourself at any time in the app. Just go to “Settings” and select “Profile” to edit your details.
  • • Name, phone number: This information cannot be changed due to security reasons.
Verifying

You must verify your identity to begin using MyMonty™ services. Please follow the instructions provided after downloading the app and provide all screenshots or photos that are required to verify your identity.
To find out more about how to verify your account , please click here (it must take the client to open account page)

Deactivating Account

If you want to close your account, it can be a time-consuming and difficult process to set up a new account using the same number. This is the main reason we advise against definitely closing your account.
If you choose to deactivate it, nonetheless, please open the “Settings” tab, press “Deactivate account” and follow the instructions. Please note that we keep your data for 6 years to comply with regulatory requirements. To discuss deactivating your account, please feel free to chat with us.

Forgotten Password

Guess what, 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 and have to confirm a code through your phone.


Emergency

Lost & Damaged Card

If your card is lost or stolen, if you think someone is using your card, PIN, and/or access codes without your permission, or if your card is damaged or malfunctions:

  1. You must contact us as soon as possible and you must provide us with your account or card number and either your username and password or other identifying details that we deem acceptable for verification purposes.
  2. Once we have obtained your consent to close the account, we will then provide you with a replacement card with 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 as soon as we are able to limit any further losses. We can only take steps to prevent unauthorized use of the payment services if you can provide us with the account or card number and username and password and if you can produce sufficient details to identify yourself and the relevant account.
  4. Replacement cards will be posted to the most recent account address registered by you. Failure to provide the correct address will result in a card replacement fee.
  5. If you subsequently find or retrieve a card that you have reported as lost or stolen, you must immediately destroy the found card by cutting it in half through the magnetic stripe and chip.
  • • If you lose or damage your card, immediately freeze your card by going to the “Cards” tab on our app or website.
    Freezing your card protects your money while you order and wait for your replacement card.
    You can also block your card by chatting with us.

Lost & Damaged Phone

If you lose or damage your phone, your MyMonty™ card will still continue to work. You will be able to continue using all services.
Please download our app to your new phone, enter your phone number where you will receive a new verification code and confirm it using the website. You can also chat with us to verify your new phone.

Recover the PIN

If you incorrectly enter your PIN three times, your card will be automatically blocked for security reasons.
You can use the mobile app to unblock your PIN or contact us:
Call by phone: Mobile Number

Unblock the Account

You can use the mobile app to unblock your PIN. Go to “Settings” Tap on “Unblock the Account.” Your account should then be ready for use. You can also connect with us through our chatbot for further assistance.


Cards

MyMonty™ Prepaid Card

MyMonty™ Prepaid Card can be used in more than 250 countries and territories Your Prepaid Card is connected to your IBAN. When you load money onto your IBAN, it will be available on your card to make online or offline purchases.

How can you top up your card?

You can top up your Prepaid Card using:

  • • An external credit or debit card*
  • • From SEPA to your IBAN
  • * Using a card in USD, SEPA, NOK, DKK, SEK, PLN, SGD, AUD, MXN, HUF, CZK, CAD, HKD, and THB. Load money only in that currency that your card held money in.

  1. Your card is not a credit card and is not issued by a bank. Regardless of the type of card(s) you have, you will have only one account where your available balance is located.
  2. Your payment services may not be activated unless we have been provided with all of the required information needed to identify you and 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. Reference to a currency (e.g. Euros € or Sterling £) shall mean that amount or the local currency equivalent in which your Card is denominated.
  3. Any transaction on your card in a currency other than the currency in which your Card is denominated will require a currency conversion using an Applicable Exchange Rate.
  4. The available balance on your card and/or account will not earn any interest.
  5. Payment services are prepaid payment services and not a credit or bank products. Therefore, you must ensure that you have a sufficient available balance 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 excess amount immediately. If the amount is not immediately repaid, we are entitled to stop any existing or subsequent transaction from proceeding.
  6. Only persons over 18 years of age are entitled to register for the Payment Services.
  7. Any time you seek access to your account, we will ask for your access codes As long as the correct access codes are entered, we will assume that you are the person giving instructions and making transactions. You will be liable for the previously mentioned transactions to the extent provided. We can refuse to act on any instruction that we believe: (i) was unclear; (ii) was not given by you; (iii) might cause us to breach a legal or other duty; or (iv) if we believe the payment service is being used for any illegal purpose.
  8. We will do all that we reasonably can to prevent unauthorized access to your account. As long as you have not breached the terms contained in Rules & Regulations, we will accept liability for any loss or damage that you incur due to unauthorized access to your account pursuant.
Card Issues

For MyMonty™ standard card deliveries, please proceed to the “Cards” tab and select the relevant card to view the estimated delivery date. If your card has been damaged, you can order a replacement card. If you incorrectly enter your PIN three times, your card will be automatically blocked for security reasons.
You can use the mobile app to unblock your PIN.
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 the listed countries do not support PIN change: Belgium, Luxembourg, Austria, Germany, Spain, France, and Singapore.
If you lost your card, immediately freeze your card in the “Cards” tab on our app or website. Freezing your card protects your money while you order and wait for your replacement card. You can also block your card by chatting with us.
If the ATM machine swallows your card, please terminate your card using the “Cards tab” on our app or website. After termination, you can order a replacement card.
Please check the expiration date of your card in advance and order a replacement card to avoid delivery delays. To order a new card, go to the “Cards” tab and press “card that's about to expire.” Follow the steps to order a new card with a new PIN.

Card Expiration

Your card has an expiration date printed on it (the “Expiry Date”). Your card, any secondary card, and any IBAN linked to the card will no longer be usable following the Expiry Date. You may not use your card after it expires. However, you will still be able to receive and send funds to and from the account associated with the card.
If your card expires before your available balance is exhausted, you can contact Customer Services to request a replacement card provided you do so 14 days before the expiration date printed on your card and subject to payment of a fee (where specified). We reserve the right to issue you a replacement card even if you have not requested one. If you have not requested a replacement card, you will not be charged a card replacement fee.
Please check the expiration date of your card in advance and order a replacement card to avoid delivery delays. To order a new card, go to the “Cards” tab and press “card that's about to expire.” Follow the steps to order a new card with a new PIN.

Order You can order a physical card using our App or Website.

  • • Go to the main page of your app or desktop
  • • Choose “order”
  • • Click on “order” and follow the instructions provided

The standard delivery fee is €5,60 The express delivery fee is €20 Follow the instructions by imputing required information such as your delivery address. Please make sure that your delivery address is correct in order to get the card. Delivery may take up to 3 weeks depending on your shipping method. An estimated date will be provided after you request an order.
Virtual Card

Virtual cards are like regular physical cards but can be used only on the app. Once your card is opened, it is ready for immediate use. You can make payments online using your virtual card.

Fees & Limits

Card fees
Card fees Get even more opportunities, like withdrawing money for 1.00% + 0.45€ fee and card to card transfers for just 4.00% + 2.00€ fee.
Delivery fees Delivery fees are charged to cover the delivery cost of your card. Fees can differ due to place of order, type of card, and shipping method.
Standard Delivery + postage
€5.60
Express Delivery fee + postage
€20


Teen Account (Coming Soon)

How do I link my teen to my account?

Once you've set up your account, you'll want your teen to download the app as well. This will allow them to set up their own account access so they can check their balances and manage their money.
To link your teen, please log into MyMonty™ app, tap on "View All Accounts" near the top of your screen and select your teen's name. Once on your teen's page, you'll see a banner with the option to add your teen. Tap on "Add" and the app will walk you through linking them:

  • • If your teen already downloaded the app, please select yes and a unique QR Code will display. Your teen can be linked by scanning this code in their app or camera or you can share it via message.
  • • If your teen hasn't downloaded the app, please select no. You can then invite them to download the app from your contacts or by manual invitation entering their phone number.

Rest assured giving access to your teen will not allow them to initiate deposits from your account, or to access the funds within your balance on the app. They will only be able to view their own balances, transactions, and account information, as well as move money into their Savings or Giving pods.

How do I set up an allowance for my teen?

Setting up an allowance for your teen will create a scheduled, recurring transfer to them daily, weekly, or monthly. You can set these up from the home screen on the Current app after you login by following the steps below:

  1. First, tap to view all your accounts, then tap the teen you'd like to set up an allowance for
  2. Scroll to the bottom of the home screen
  3. Tap "Allowance" and then choose "Setup Allowance"
  4. Choose an amount and a funding source for the allowance
  5. Set a start date for your allowance to begin on, either today or in the future.
    • • Note: If you choose an ACH funding source the allowance will initiate a deposit on the date you choose, the settlement of the deposit will depend on ACH timing and your external bank.
  6. Choose a frequency for the allowance. You can choose Daily, Weekly, Bi-weekly, or Monthly
  7. To finish setting up the allowance, review it and then tap Confirm

How do I limit my teen's spending?

As a parent, you have the ability to control when, where, and how your teens spend with their Current cards. These tools are designed with both safety and responsibility in mind. To locate these settings, you should:

  1. Log into the app and tap the teen's name from the home screen
  2. Then tap Card Settings

From here you can turn the card on and off, set daily spending limits, block businesses by type, and order a new card if it's lost.

Turning the card on and off:

At the top of the screen you can switch the card on and off using the toggle switch. This is useful if you've misplaced the card at home or want to simply turn it off for a while.

Spending Limits:

Below the teen's information, you can set limits to both daily ATM use and a daily spending limit for purchases. By default, these are set to the maximum of Euro 500 for ATM withdrawals and a Euro1,000 per day spending limit. Please note these are daily limits, they are not per transaction limits.

Spending Categories:

Below the spending limit settings you can toggle each category on or off, including the use of ATMs altogether.

Lost Card:

If the card has been lost, you can order a new one at the bottom of the menu..
What happens if my child is asked to show their ID when using the card?
The request to verify the cardholder’s identity is at the discretion of the retailer, and unfortunately not something that we can control.
To help reduce the inconvenience of being asked for ID, please be sure that your child has signed the back of the card. This may help to limit the times that ID is requested. Additionally, if your child has a student or other ID, it may be advisable for them to carry it when they intend to make a purchase using the card.

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