– How do I get a MonetumPay Account?
To get a MonetumPay Account, you can start by visiting our website
https://monetumpay.com/ and following the registration process. Simply provide the
required information and complete any necessary verification steps.
– What fees do you charge?
The fees we charge vary depending on the type of account you require, whether it’s a
personal account or a business account.
For individuals, all fees and charges relating to your MonetumPay Account are detailed on
the fees page of our website [link to the page].
For enquiries about fees related to corporate accounts, please contact our customer service
team for specific details tailored to your business needs.
– Is there a fee for opening an account?
There is no fee associated with opening a personal account.
For information about fees related to corporate accounts, please contact our customer
– Is my money safe with MonetumPay?
Ensuring the safety of our customers’ funds is a top priority for us. We implement robust
security measures and work with reputable financial institutions to safeguard your money.
– Is MonetumPay regulated?
Not directly. MonetumPay acts as an approved agent of a regulated financial institution.
Your Account is provided by Moorwand Ltd (FCA Reference No 900709).
– What about my information? Is that safe?
We take the protection of your personal information seriously. We have strict privacy and
security measures in place to ensure the confidentiality and integrity of your data. For more
– How long will my data be stored?
We retain customer data for the duration required by applicable laws and regulations.
We shall keep your documents and records for ten years from the date of closure of your
account. We shall also keep all information regarding executed transactions for ten years
from their execution.
– What personal data do I need to submit?
To open a Personal MonetumPay Account, you will need to provide certain personal
information, such as your full name, address, date of birth, and supporting identification
For a Business Account, you have also to provide Articles of incorporation, Business license,
Registration certificate. Additional details may be further required by our customer service
– Can I request the erasure of my data?
Yes, you have the right to request the erasure of your personal data. Please refer to our
the conditions under which it may be fulfiled.
– How can I contact customer services?
You can contact our customer services team by email using the contact details on the
website [link to the page]. Our support team will be happy to assist you with any questions
or concerns you may have.
– How do I complain?
If you have any complaints, please contact our customer services team. We will do our best
to address your concerns promptly and provide a resolution in line with our Complaint Policy
[link to the page].
– Why do I need to verify my identity?
Verifying your identity is a regulatory requirement designed to prevent fraud, ensure
security and comply with applicable laws. It helps us protect your account and maintain a
safe banking environment.
– How do I verify my identity?
The process of verifying your identity involves providing your identification documents and
completing additional verification steps. Detailed instructions can be required by contacting
our customer service.
– What countries are supported?
MonetumPay supports individual and corporate customers, respectively, residing or
registered in UK or EEA countries. Please contact our customer services team to confirm if
your country of residence/registration is supported.
– Do I need to be an EEA resident?
Yes, currently MonetumPay is available to individual and corporate customers, respectively,
residing or registered in the European Economic Area (EEA) and the UK. Please refer to our
Terms and Conditions for specific eligibility criteria.
– What is the age limit for a Personal account?
To open an account with MonetumPay, you must be at least 18 years old.
– I’m unable to verify my identity, what can I do?
If you are experiencing difficulties verifying your identity, please reach out to our customer
services team for assistance. They will guide you through the process and provide further
– How do I upload documents?
Uploading documents is done through our secure online portal. Once logged in to your
MonetumPay account, you can follow the instructions provided to upload the required
– How do I update my details?
To update your details, such as your personal information or contact details, log in to your
MonetumPay account and navigate to the “Profile” section. From there, you should be able
to make the necessary updates.
– How can I change my address?
You can change your address by accessing your MonetumPay account and updating your
address details in the “Profile” section. Follow the provided instructions to ensure accurate
and timely changes.
– Can I modify my telephone number?
Yes, you can usually modify your telephone number by logging into your MonetumPay
account and updating your contact details in the “Profile” section. Make sure to follow the
provided instructions to ensure the changes are properly recorded.
– Can I modify my email?
Yes, you can modify your email address by accessing your MonetumPay account and
updating your contact details in the “Profile” section. Follow the instructions provided to
ensure accurate changes.
– I forgot my password, what can I do?
If you’ve forgotten your password, you can usually reset it by clicking on the “Restore
password” option on the login page. Follow the instructions provided to regain access to
– Why can’t I log in to my account?
There may be several reasons why you are unable to log in to your account, such as entering
incorrect login credentials or encountering technical issues. If you’re experiencing
difficulties, please contact our customer services team for assistance.
– My phone has been lost or stolen, how do I deactivate access?
If your phone is lost or stolen, please contact our customer services team immediately. They
will guide you through the necessary steps to secure your account and deactivate access
from the lost or stolen device.
– How do I verify my source of funds?
The process of verifying your source of funds may vary depending on the jurisdiction and
regulations. Please refer to our Terms and Conditions or contact our customer services team
for specific instructions on how to verify your source of funds.
– How can I get a statement?
You can access your account statements by logging in to your MonetumPay account and
navigating to the “Statements” section. From there, you should be able to generate and
download your statements.
– Can I get a joint account?
A: Currently, MonetumPay does not offer joint accounts. Please refer to our Terms and
Conditions for specific information regarding account types and ownership.
– How can I terminate my account?
If you wish to terminate your account, please contact our customer services team or refer to
our account closure procedure outlined in our Terms and Conditions. They will guide you
through the process and provide the necessary instructions.
– Is there a fee to terminate my account?
Yes, there may be a fee associated with terminating your account. Please refer to our Terms
and Conditions or contact our customer services team for specific details on account
– Can I top up by bank transfer?
Yes, you can top up your MonetumPay account via bank transfer. Instructions and necessary
details for bank transfers can be found in the ” Loading Fees” section of your account. Please
note that fees or restrictions may apply.
– Transferring money to my account – How do I do it?
To transfer money to your MonetumPay account, you will need to initiate a bank transfer
from your personal bank account using the provided account details. These details can
usually be found in the ” Loading Fees” section of your MonetumPay account.
– Can I receive my salary and other bank transfers to my account?
Yes, you can usually receive your salary and other bank transfers to your MonetumPay
account. You will need to provide your employer or the sender with the necessary account
details, which can be found in the “Profile” section of your MonetumPay account.
– Will I be charged for loading funds by bank transfer?
MonetumPay may or may not charge a fee for loading funds via bank transfer. Please refer to
our Terms and Conditions or contact our customer services team for specific information
regarding fees associated with bank transfers.
– When will the money reach my MonetumPay account?
The time it takes for money to reach your MonetumPay account via bank transfer may vary
depending on the processing times of the sending banks. Typically, being a SEPA transfer,
Your money will be available in your MonetumPay Account within 1 Business Day following
the day on which the transfer is executed by the sending bank.
– Are there any top-up limits?
Yes, there may be top-up limits depending on your account type and verification level.
Please refer to our Terms and Conditions or contact our customer services team for specific
information regarding top-up limits.
– My balance hasn’t been updated following a bank transfer. What should I do?
If your balance has not been updated after a bank transfer, please allow some time for the
transfer to be processed. If the issue persists beyond the expected processing time, please
contact our customer services team for assistance.
– Why was I charged a fee for my top-up?
MonetumPay charges fees for certain top-up methods or for exceeding specific transaction
limits. For detailed information on the fees associated with top-ups, please refer to the fees
page of our website [link to the page] or contact our customer services team.
– The recipient has not received the money. What should I do?
If the intended recipient has not received the money, please ensure that you have entered
the correct recipient details, including the account number and any necessary information. If
the details are correct, and the transfer has been processed from your end, we recommend
contacting our customer services team for further assistance in investigating the issue and
facilitating a resolution.
– How can I cancel a transfer?
Once a transfer has been initiated, it is not possible to revoke it. Please refer to our Terms
and Conditions or contact our customer services team for specific information regarding
bank transfer authorisation.
– Why is my beneficiary not allowed?
There could be several reasons why a beneficiary is not allowed, such as restrictions
imposed by regulatory requirements or internal policies. We recommend contacting our
customer services team for specific information regarding the eligibility of your chosen
– Why has my transfer failed?
Transfer failures can occur due to various reasons, including insufficient funds, incorrect
recipient details, or technical issues. We advise reviewing the details entered for accuracy
and ensuring sufficient funds are available. If the issue persists, please contact our customer
services team for assistance in identifying the cause of the transfer failure.
– Why has my transfer been declined?
Transfer declines can occur for different reasons, including security concerns, suspicious
activity, or failure to meet specific transaction requirements. For more information about
the specific reason for the transfer decline, we recommend contacting our customer services
– Why is my transfer still pending?
Transfer processing times can vary depending on factors such as the chosen transfer method
and the involved banks’ processing timelines. If your transfer remains pending beyond the
expected time frame, we suggest contacting our customer services team for further
investigation and assistance.
– Why was I charged a fee for my transfer?
MonetumPay charges fees for certain types of transfers or transaction services. Please refer
to the fees page of our website [link to the page] or contact our customer services team for
detailed information on the specific fees associated with transfers