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Wherever you are, whatever the question, you’ll always get the answer from MONI.

Customer support

Our team is always ready to give you a helping hand. Please check the FAQ below and if you can’t find an answer to your question, contact our Customer Support either via phone or email.

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+358 600 123 11
Mon-Fri 10:00-16:00
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Frequently asked questions

Help!

I lost my MONI card, what should I do?

Immediately lock your MONI card from the web interface at my.moni.com or from your MONI mobile app. If you find your card you can unlock it at my.moni.com or from your MONI mobile app. If you have lost your MONI card, you can order a new one from our customer support by sending an email to [email protected].

I forgot my card PIN, what should I do?

Please revise the information under “Activate card“.

I lost my phone, can I still access my MONI account?

Yes, you can. You can access your MONI account with your login details with any web browser via the MONI web interface my.moni.com.

I have a new phone number, what should I do?

Please contact our customer support at [email protected] so we can match your new phone number to your old MONI account.

I forgot my password for the online login, what should I do?

Go to my.moni.com and press “Forgot your password?”. Follow the instructions there and we will send you a link to your email where you can set a new password for yourself.

I have a MONI account but can’t log in?

First, check that you have typed in your password correctly. If you have forgotten your password go to my.moni.com and press “Forgot your password?”. We will send you a link via email where you can create a new password for yourself.

If this does not solve your problem, please contact our customer support: [email protected].

My card purchase was rejected, what now?

First, make sure that you have enough money on your MONI account for the purchase. If you suspect another issue, please contact our customer support: [email protected].

How to sign up to MONI

Can I get a MONI account?

Yes, you can if you are at least 18 years old, have a residential address and phone number in an EEA country, and are not a politically exposed person.

I am not currently based in Finland, can I get a MONI card?

Yes, you can. MONI is available in all of the EEA countries: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. You must be at least 18 years old, have a residential address and phone number in an EEA country, and not a politically exposed person.

What kind of information do I need to provide to get a MONI account?

The information required to sign up to MONI is your name, date of birth, local residential address and local phone number in one of the EEA countries listed under the question above.

How can I get a MONI account?

You can sign up to MONI at my.moni.com/signup or sign up by downloading the MONI mobile app.

How long does it take to set up a MONI account?

Setting up a MONI account takes only a couple of minutes and the fastest can do it in 30 seconds.

How long does it take to get my MONI card?

Once you have confirmed your delivery address, which should be the same as your residential address, you will receive your MONI card within 1-2 weeks to that address.

Can I have two MONI cards?

Not yet, but we are working on it. This feature will be available in the future.

How to get MONI on mobile

I have an Android/Windows phone, can I use MONI?

Yes, you can. You can access your account on any device with a browser at my.moni.com or you can download the MONI Android app here: https://play.google.com/store/apps/details?id=com.moni.my

I have an iPhone, where can I get the MONI app?

You can download it here: MONI iOS app. If the link doesn’t work, go to the Apple App Store on your iPhone, search for “MONI – mobile money” to download the MONI iOS app.

Features

What can I do with my MONI account?
  • Get yourself the MONI Prepaid Mastercard®
  • Pay online or in stores and withdraw money anywhere
  • Track and get notified of all your transactions in real-time
  • Send money in real-time to other MONI users and via SMS to anybody
  • Receive money in real-time from other MONI users
  • Ask and grants loans with your family and friends
Can I set a spending limit to my MONI card?

As MONI is a prepaid card, your spending limit is the balance currently on your MONI account. If you have set a card from which to automatically top-up from, your MONI spending limit is the balance on that card’s account.

Note also, that if your MONI account balance is zero and you do not have an automatic top up active, but you do have available funds in your Circle of Trust, once you spend, the money will be transacted from your friend’s account and appears to you as a loan.

What is the Circle of Trust?

Circle of Trust is a unique feature of MONI. Circle of Trust is designed to make it easy for you to financially help your friends and family out when needed, and the other way around. People in each other’s Circle of Trust can automatically spend from each others MONI-accounts. Transacted money from a friend’s account appears as a loan.

How does the Circle of Trust work?
  • Add people to your own Circle of Trust from your list of Contacts.
  • Set the amount of money you commit to lend to the people in your Circle of Trust if their MONI account happens to run empty. They can then spend that amount of money automatically from your account.
  • Once your friend’s account balance drops to zero, but he still purchases something, the money will be transacted automatically from your account and appears as a loan between the two of you. Loans between MONI accounts never have any interest or costs.
  • Below your MONI account balance, you can see your Circle of Trust =  the amount of money your friends are committed to lend you if your account runs empty.
How can I keep track of who owes me?

Under “Loans” there is a listing of taken, given and requested loans. Under “Taken” you can see and pay back the loans you have taken from others. Under “Given” you can see the loans that others have taken from you. And under “Requests” you respond to other’s active loan requests.

I have an idea how to make MONI better, what should I do?

Great to hear that you want to make MONI better! Please go to http://moni.com/help fill in the contact form and tell us about your idea.

MONI transactions & use

Can I send money to someone who doesn’t have a MONI account?

Yes, you can send money to any local mobile phone number in an EEA country. The recipient will receive a text message with instructions to sign up to MONI. Once the recipient signs up to MONI with the same phone number, the money will be waiting on their MONI account. If the recipient does not set up a MONI account within 2 months, the money will be automatically transferred back to your account.

How long does it take to move money between MONI accounts?

Sending and receiving money through MONI accounts is instant.

Can I transfer money from my regular bank account to my MONI account?

Yes, you can. MONI supports wire transfer from your regular bank to your MONI account. You can find your MONI account details by logging in to my.moni.com under “Load Money” and “Wire transfer”. It is very important that you remember to type in your personal reference number!

What other ways are there to transfer money to my MONI account?

You can receive money to your MONI account by the following ways:

  • wire transfer
  • receive salary
  • top up from any debit or credit card
  • borrow money from friends with MONI accounts
Can I receive my salary to my MONI account? Where can I find the IBAN account number?

Yes, you can. Provide your employer with your MONI bank account information. You will receive your salary directly to your MONI account.

You can find your MONI account details by at my.moni.com under “Load Money” and “Wire transfer”. It is very important that you remember to provide your personal reference number.

Can I make payments online with my MONI card?

Yes, you can.

Can I use my MONI card abroad?

Yes, you can. You can use your MONI card worldwide everywhere where Mastercard is accepted.

Can I pay invoices with MONI?

The “Pay Invoice” feature is currently only available in Finland. For more information, please visit moni.fi.

Where can I pay with my MONI Prepaid Mastercard?

You can pay with your MONI Prepaid Mastercard everywhere in stores and online where Mastercard is accepted. The only exception, where you cannot use your MONI card, is at gas station machines that require a card authorization before payment. In case you want to pay with MONI for gas, please select a station with service so that you can pay normally at the sales desk.

Are there spending limits?

Yes. MONI accounts can have both daily, monthly and annual spending limits. These are set by current financial regulation. These size of these limits depends on you having verified your identity or not. For example, verifying your identity removes the monthly card spending limit and raises the annual spending limit from 250 € to 15,000 €.

Can I set a spending limit to my MONI card?

No. You can not manually set a spending limit that is lower other than by limiting the balance on your card. If you have added a payment card to your MONI account and set automatic top up from it, your MONI spending limit is affected by funds available on that payment card. Note also, that if your MONI account balance is zero and you do not have an automatic top up active, but you do have available funds in your Circle of Trust, once you spend, the money will be transacted from your friend’s account(s) and the amount withdrawn appears to you as a loan from them.

How can I verify my identity?

You can easily verify your identity with an identity card or passport photo either via the MONI app or at my.moni.com

Can I withdraw cash from an ATM?

Yes, but only if you have completed the identity verification. The maximun amount of money you can withdraw per day is 500€. Your MONI card works worldwide at ATMs.

 

Pricing

Do I have to pay for opening a MONI account?

No, opening a MONI account is free of charge.

Do you take fees for loans between friends?

No, we don’t. Loans between MONI accounts are always interest and cost free.

How much do you charge for overdraft?

MONI is a prepaid card so you are able to spend only the amount of your current balance. In exceptional situations, a temporary overdraft can occur, which is billed once the account has funds. In these cases, there are no additional charges.

Does it cost to move money from my MONI account to another MONI account?

No. Sending money between MONI accounts is always cost free.

Do you pay interest on the account?

No. There is no interest on the MONI account.

What are the costs of having a MONI card?

The monthly fee for having a MONI card is 2 € / month.

Does it cost anything to use my MONI card abroad?

There is a 1 € fee per purchase on international transactions. After the identity verification is complete, international transactions cost only 0.5€. You can see all of our fees here: eea.moni.com/pricing/ 

Why do I have to pay 0.5 € per card purchase?

Transactions only cost 0.5€ if you haven’t completed the identity verification. Since we are still a small actor on the market, the 0.5 € fee per card purchase is the cost we have to pay forward.

Security

Is MONI a bank? Where is my money kept?

No, MONI is not bank. MONI funds are held with the Barclays bank under the management of Paysafe.

Can I lock my MONI card if I lose it?

Yes, you can. In your account both from your MONI mobile app or from any web browser at my.moni.com . There’s a button to block your MONI card, and if you find it later, you can also unblock it. Blocking and unblocking your card has no costs and if effective immediately.

What’s on your mind?

Got an idea? Want to ask us something special? Have a problem? Reach out!