Frequently asked questions



We support a wide range of mobile phones. The mobile phone help section provides a list of compatible phones including detailed information on how to set up your mobile phone for the service.

Mobile phone help

Downloading the Mobile Money mobile banking application

  1. Once downloaded and installed is Mobile Money mobile banking free to use?
  2. Will I be charged by my Network Operator for using the mobile banking application?
  3. Is the keyword case sensitive?
  4. Will I be charged for sending or receiving the text message?
  5. I failed to receive the text message you sent me, what should I do?
  6. I don’t know what to do with the text message you sent me, what should I do?
  7. An error occurred when trying to open the text message you sent me, what should I do?
  8. I received a Test Connection error during installation, what should I do?
  9. I received a message that informs me that the software is not from a trusted source, what should I do?
  10. Is my mobile network participating?

Using the Mobile Money mobile banking application

  1. What happens if I have forgotten my passcode?
  2. What happens if I change my mobile phone?
  3. What happens if I change my SIM card?
  4. What happens if I change my mobile phone number?
  5. What if I delete Mobile Money by accident?
  6. What if I change mobile network operator?
  7. What if I lose my mobile phone?
  8. What if I receive a replacement card?
  9. What if my card is lost or stolen?
  10. What if someone steals my passcode?
  11. Why has my card disappeared from Mobile Money?

Once downloaded and installed is Mobile Money mobile banking free to use?

Mobile Money mobile banking is currently free of charge to all customers until 31st December 2011.

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Will I be charged by my Network Operator for using the mobile banking application?

Downloading Mobile Money mobile banking is free with the exception of Orange, Virgin and Vodafone customers.

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Is the keyword case sensitive?

No, the keyword isn't case sensitive.

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Will I be charged for sending or receiving the text message?

No, the text message is free.

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I failed to receive the text message you sent me, what should I do?

If you failed to receive the text message:-

  • Have you waited more than 5 minutes?
  • Try turning your mobile phone off and on again
  • Resend the word FD to 82428

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I don’t know what to do with the text message you sent me, what should I do?

The process for opening the text message or following the link within the text message depends on the type of mobile phone you have. Click here for instructions on how to follow the link using your mobile phone. 

If you receive an error message when trying to open the text message, then click here.

Please note: You will need to access the link on your mobile phone and NOT through your computer’s web browser.

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An error occurred when trying to open the text message you sent me, what should I do?

You may need to update your mobile phone's internet settings. In order to do this, please contact your mobile phone provider.

Once your mobile phone’s internet settings have been updated, try opening the message again. If you can’t find the message then resend the word FD to 82428.

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I received a Test Connection error during installation, what should I do?

You may need to update your mobile phone's internet settings. In order to do this, please contact your mobile phone provider.

Once your internet settings have been updated, open the Monilink mobile banking application and try again. You will find the Monilink mobile phone banking application in your Games or Applications menu. Click here for specific instructions on where the mobile phone banking application is located on your phone.

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I received a message that informs me that the software is not from a trusted source, what should I do?

Some phones display this message when downloading software to your phone. If you are unsure please call us on 0808 168 2961.

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Is my mobile network participating?

The following operators are participating with Mobile Money:

3
O2
Orange
Vodafone
T-Mobile
Virgin
Tesco Mobile
Talk Mobile

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What happens if I have forgotten my passcode?

If you forget your passcode then text CODE to 82428 and we will post a new passcode to you. We will send this to the address registered for your main card.

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What happens if I change my mobile phone?

Please ensure that you delete the service from your old mobile phone before disposal. If you replace your mobile phone and keep the same telephone number you can simply download the service again by texting BANK to 82428. You will then be able to enter your existing passcode and use the service immediately.

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What happens if I change my SIM card?

If your mobile number remains the same then no action is necessary. If your mobile number changes then you will need to re-register for the service as if you were a new customer.

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What happens if I change my mobile phone number?

You will need to re-register for the service as if you were a new customer.

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What if I delete Mobile Money by accident?

If you remove Mobile Money for any reason, you can simply download the service again by texting BANK to 82428. You will then be able to enter your existing passcode and use the service immediately.

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What if I change mobile network operator?

If your new mobile network operator is participating in the service and your mobile phone and number remain the same then you will be able to use Mobile Money without interruption. Also see  What happens if I change my mobile phone? and  What happens if I change my mobile number?

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What if I lose my mobile phone?

Report the loss to your mobile network operator who will bar the phone and stop it from functioning. As long as your passcode remains secure then it will protect you from fraudulent use of Mobile Money. In most cases you will receive a replacement mobile phone but retain your original number but in some circumstances you may receive a  new number entirely.

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What if I receive a replacement card?

You will need to update your account options with the details for your new card. To do this follow the instructions below.
  1. Launch Mobile Money on your mobile phone
  2. Enter your Passcode when prompted
  3. From the main menu select Options, then Account Options.
  4. Select your account from the list and select Update Card.
  5. Follow the on-screen instructions to update your card.

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What if my card is lost or stolen?

Contact your bank and report your card as lost or stolen. Your bank will usually send you a replacement card within a few working days (please refer to your bank’s terms and conditions for more information on reporting lost or stolen cards).

When you receive a replacement card from your bank, you will need to update your card details, following the instructions below:

  1. Launch Mobile Money on your mobile phone.
  2. Enter your passcode.
  3. From the main menu select Options, then Account Options.
  4. Select your account from the list and select Update Card.
  5. Follow the on-screen instructions to update your card. 

If you try to use the card that has been reported lost or stolen, Mobile Money will delete it automatically. If this happens, add your replacement card by following the instructions below;

  1. Launch Mobile Money on your mobile phone.
  2. Enter your passcode.
  3. From the main menu select Options, then Account Options.
  4. Select your account from the list and select Add Account.
  5. Follow the on-screen instructions to add your card.

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What if someone steals my passcode?

If you suspect someone has your passcode then use the Change Passcode function in the service. In order to use the service to access your account someone would need to know your passcode AND have access to your mobile phone — so even if your mobile phone is stolen your account remains protected.

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Why has my card disappeared from Mobile Money?

Cards are only ever automatically removed from Mobile Money for security reasons, such as a card being reported stolen.

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