Accounts

What is the minimum age to register with Moneymailme?

Moneymailme is a financial application and, therefore, it is submitted to financial regulations. This means that you must be at least 18 years of age to use the Moneymailme application. However, the social plan is available to anyone, no matter the age.

From what country should I be in order to have a Moneymailme account?

Moneymailme is a financial application with international coverage. However, a few countries are restricted. Check the full countries list here.

Which currencies are available in the Moneymailme application?

When upgrading to a Standard plan, the Moneymailme application requires you to choose a currency for your wallet, from one of the available currencies list: EUR, GBP, USD, CHF, PLN or ZAR.

Can I change the currency of my wallet after registering in the application?

After upgrading to a Standard plan, Moneymailme application does not allow changing the currency of a wallet.

Can I change my phone number after registering in the application?

Moneymailme application does not allow changing a phone number attached to an existing account.

Does my account come with an IBAN?

The Moneymailme Financial plan gives access to financial functions of funding your wallet, transferring to your friends, or withdrawing to a bank account. Upgrade to a Moneymailme Premium plan to access a Moneymailme multi-currency card with IBAN attached.

What types of accounts does the application support?

Moneymailme has created the Social (Basic), Financial (Standard) and Premium plans, such that you can access only the features that you really need. See here details of the Moneymailme plans.

Which are the necessary steps to upgrade my account to a Financial plan?

In the main menu, choose the Upgrade option under your profile photo and follow the mentioned steps in order to become a Standard user and have access to financial features. This is a KYC process which will allow us to validate that you are a genuine user.

Which are the necessary steps to upgrade my account to a Premium plan?

In the main menu, choose the Upgrade option under your profile photo and follow the mentioned steps in order to become a Premium user. Note: the Premium plan is available only for EEA users.

Deposits

How can I add a topup card to fund my wallet?

Go to the Deposit menu to securely add details of your card and be able to topup your Moneymailme wallet instantly.

Why did my topup transaction fail?

Go to the Transactions menu to see details of failed topup transactions. The most common failure of this type of transaction is: you did not put the required details in the 3D Secure page, and, therefore, the authentication session has expired.

Is my topup transaction executed instantly?

Yes, your topup transaction is executed instantly and funds are available on your wallet right away.

Can I use a topup card that is not on my name?

Moneymailme application is a financial application which is submitted to the same regulations as any other financial institution, which includes Anti Money Laundering and fraud rules. Therefore, you can only add topup cards which were issued on your name.

What should I do if my topup card expired?

If a card you have previously saved in order to fund your Moneymailme wallet expires, you can just add a new card and follow the steps proposed by the Moneymailme application to securely save the new card data.

Withdrawals

What types of withdrawals can I execute?

Go to the Withdraw menu, then choose one of the available options: Withdraw to Bank Account or Withdraw to Card. The first option results in a bank payment in the bank account you’ve instructed us to use. The last option results in having funds available on your Moneymailme card.

How do I transfer money to my bank account?

Go to the Withdraw menu, then choose the Withdraw to Bank Account option. Make sure you have set up your bank account details. Funds will reach your bank account depending on your country’s capacities to process bank payments.

Transfers

How do I transfer money to a friend?

Financial features are available when the account has been upgraded from Social (Basic) to Financial (Standard). Sending or receiving funds can be done only if the Financial plan has been accessed, meaning your account (or your friend’s account) has been upgraded to Standard using the application available KYC process. In this case, funds transfers are available in chat or calls.

Can I transfer money to a friend who has a different wallet currency than mine?

You can transfer money in any one of the currencies available in the application (EUR, GBP, USD, CHF, PLN or ZAR) no matter the currency of your wallet and no matter the currency of your friend’s wallet.

Is my transfer to my friend instantly executed?

Moneymailme transfers are executed instantly.

Transactions

Do I pay fees for transactions?

Moneymailme offers free transactions to its users. Therefore, no fee is applied for topups, transfers with other users or withdrawals. However, if you have a Moneymailme card, a list of fees is applicable. Please check here for the current list of Moneymailme fees.

Do I have any amount limits for my transactions?

When you fund your wallet using a saved topup card, the minimum deposit limit is 20 EUR (and the equivalent in the other available currencies) and the maximum deposit limit is 500 EUR (and the equivalent in the other available currencies).

When withdrawing funds from your wallet to your bank account or card, the minimum and maximum limits are the same as for topups.

When transferring funds to your friends, the minimum amount limit is 0.01 EUR (and the equivalent in the other available currencies) and the maximum amount limit is 2500 EUR (and the equivalent in the other available currencies).

What is the meaning of a transaction status?

Transactions executed on a wallet are available in the Transactions menu. Transactions executed on a card are available in the Cards menu. Each transaction has a certain label so that you know at all times the status of a transaction processing: processed means the transaction has been finalised with success, pending means the transaction is awaiting an approval, rejected means the transaction was unsuccessful. Tapping on a transaction will provide details for that transaction, including a rejection reason for those where processing failed.

Moneymailme Cards

What type of Moneymailme cards can I access?

You can apply for a Moneymailme virtual card or for a Moneymailme physical card. Moneymailme virtual cards are available instantly in the application, while physical cards require a specific activation process which you must do when your card arrives to you.

What currencies do I have available in my card wallet?

A Moneymailme card is a multi-currency Mastercard card with the following available currencies: EUR, GBP and USD.

How do I activate my Moneymailme card and retrieve the PIN?

Go to the Cards menu and follow the instructions given within the app: send an SMS to activate your card and receive your Moneymailme card PIN. Please do not share your card details with anyone.

How can I ask for a new PIN for my Moneymailme card?

Go to the Cards menu, then tap the Settings option for your card. Choose the I Have Forgotten My PIN option, then tap on Get PIN Now button. You will receive your PIN per SMS, on the mobile phone number with which you have registered in the app. Please do not share your card details with anyone.

How can I block debits on my Moneymailme card?

Go to the Cards menu, then tap the Settings option for your card. Choose the Block Debits option, which will result in the rejection of any debit transactions tried on your card. Tap on the Unblock option to allow debits again.

Is my Moneymailme card secured for online payments?

Moneymailme cards submit to the same regulatory requirements as any other cards. In this sense, 3D Secure is active for any amount when paying online, with a code you will receive per SMS.

Can I use my Moneymailme card for renting a car?

A Moneymailme card is a Mastercard card which can be used wherever the Mastercard sign is displayed. Therefore, any car rental shop displaying a Mastercard sign will accept the Moneymailme card.

If I want to pay with my Moneymailme card abroad and the POS offers me to do the rate exchange, is that profitable for me or not?

When you are abroad and you use POS or ATM with your Moneymailme card, choose to pay in the local currency as we do not recommend accepting offered change rates.

Chat

How can I place a video call?

While you are in a chat room with your friend, just press the video camera icon on the upper right side of the screen. The call will start with the camera and microphone turned on.

What features can I use during a video call?

Besides the obvious options to switch front and back cameras, to turn off camera or the microphone, Moneymailme allows sending and requesting money during the video call, with instant notification of funds transfer and balance update.

How can I delete conversations?

For Android users: hold your finger on a conversation and you will notice a list of actions it is opened; just choose Delete Conversation.

For iOS users: in the chats list, press on the Edit button from the top right section of the screen, then choose the conversation you want to delete and confirm the action.

How can I start a conversation?

The Chats section displays all active conversations with other Moneymailme friends. Upon choosing a conversation, the messaging window with your contact is opened. You will be able to send instant messages, but also share photos or videos from your Gallery, your current location or a contact from your Agenda. 

How can I invite my friends to use Moneymailme?

The Chats section displays all the contacts from your Agenda, in alphabetical order. It will display all your contacts which have a Moneymailme account, followed by all the other contacts without a Moneymailme account. With the latter ones you can share app details and invite them to use Moneymailme.

Customer Support

Where can I send an email if I have any questions?

Whether you are looking for answers, or you just want to let us know how much you like Moneymailme, you can write an email at support@moneymail.me. Your feedback is important to us as we’re constantly refining the user experience.

Is there any way to contact Customer Support through instant messaging?

The Chats section displays all the contacts from your Agenda, in alphabetical order. In the same screen you will find the Customer Support Team contact which you can use to chat with the support team right away.