Frequently Asked Questions
Cell Phone Help
We support a wide range of cell phones. The Cell Phone Help section provides a list of compatible phones including detailed information on how to set up your cell phone for the service.
General
- I cannot find Monitise™ on my cell phone.
- Is my wireless carrier participating?
- Will it work on my cell phone?
- Help for BlackBerry users
- Are there any known problems when using Monitise™ with my cell phone?
- Is Monitise™ secure?
- Data Protection Act
- Can I use Monitise™ if I live abroad?
Registration
- Why did my card fail verification?
- What if my Card Activation Number is lost or stolen?
- How do I enable my phone to work with wireless data services?
Usage
- What happens if I have forgotten my passcode?
- What happens if I change my cell phone?
- What happens if I change my SIM card?
- What happens if I change my cell phone number?
- What if I delete Monitise™ by accident?
- What if I change wireless carrier?
- What if I lose my cell phone?
- What if I lose my card?
- What if someone steals my passcode?
- Why has my card disappeared from Monitise?
- What if I get a message that tells me to Upgrade?
- Why has Monitise reported an error?
Charges
I cannot find Monitise™ on my cell phone.
Once you have registered and downloaded Monitise™ onto your cell phone you will normally find the service in your applications or games menu. Also, we send an SMS to your phone after you download Monitise with a reminder of where it will be located on your phone. For help with Monitise™ on your cell phone try Cell Phone Help.Is my wireless carrier participating?
The following wireless carriers currently support the service:
- AT&T (Cingular)
- T-Mobile
- Sprint
- Verizon (BlackBerry)
- Alltel (BlackBerry)
- Nextel (BlackBerry)
- US Cellular (BlackBerry)
Will it work on my cell phone?
Monitise™ works on most popular cell phones - if your cell phone has a camera or games installed it should support Monitise™.
To be compatible your cell phone must:
- Support Java
- Have at least 64Kb of free memory.
- Be configured with the standard internet data connectivity settings for your wireless carrier (GPRS or 3G). These settings are usually pre-installed when you buy the phone. However, if you are unsure or you are having problems connecting to Monitise™ then contact your wireless carrier and ask them if your phone has the right settings to connect to their data service.
- You will need to access your wireless carrier’s data service to download and use Monitise™. While the amount of data used by Monitise™ is designed to be minimal, you may want to sign up for a data service plan from your carrier. Many carriers offer data on “per use” basis, but if your plan to use Monitise a few times per week, then a data subscription plan may be the most cost effective for you. As an example of how much data Monitise™ will use, a balance request uses about 1 kb worth of data.
Windows Mobile is not currently supported.
Help for BlackBerry users
Can I get Monitise on my BlackBerry?
Personal BlackBerrys less than two years old that are not connected to a corporate network email server should support Monitise. Certain older BlackBerrys may support Monitise. We recommend you try registering to find out if yours does or see the list of supported phones here.
Corporate BlackBerrys less than two years old that are connected to a corporate email network should support Monitise, provided that you have:
- direct access to the internet (not via your corporate network)
- the administrative rights to download applications from the internet
- the administrative rights to install downloaded applications.
I cannot follow the link in the message. What does this mean?
This message means your BlackBerry was unable to connect to the internet. This may be because
internet access has been blocked by your BlackBerry administrator. You will need to speak to your
BlackBerry administrator before you can downloadable and use the Monitise application on your
phone.
When I follow the link, I cannot download Monitise mobile phone banking. What does this
mean?
This message means you do not have the administrative rights on your BlackBerry to download
the Monitise software. You will need to speak to your BlackBerry administrator before you can
downloadable and use the Monitise application on your phone.
When I have downloaded Monitise, the installation fails. What does this mean?
This message means you do not have the administrative rights on your BlackBerry to install
the Monitise banking software. You will need to speak to your BlackBerry administrator before you
can downloadable and use the Monitise application on your phone.
Where can my IT department find more information?
The best source is directly from the BlackBerry manufacturer, Research In Motion (RIM).
Click here to view the PDF user guide for the Blackberry Exchange Server located on
their Web site.
What types of errors may I see and what settings are available on the BES?
There are a number of errors that would indicate that your IT administrator may need to
change the settings for your BlackBerry. For example, some settings that your IT administrator can
change are:
- Permit Java applications to trust the BlackBerry MDS Connection Service certificate
- Permit BlackBerry devices to connect to trusted web servers
- Managing applications on BlackBerry devices
- Making applications available to users
- Creating software configurations
- Sending applications to BlackBerry devices over the wireless network
Are there any known problems when using Monitise™ with my cell phone?
For help with Monitise™ problems on your cell phone check
Cell Phone Help.
Is Monitise™ secure?
The security of your financial information is at the heart of our service. Your Monitise™ service can only be accessed from your cell phone using your passcode. We regularly test, update and validate our security model to ensure we maintain a banking grade level of security. We also use recognized and independent security experts to validate the security of Monitise™.Data Protection Act
You can request details of your personal information held by Monitise Americas by writing to
Monitise Americas, LLC
c/o Data Controller
4900 West Brown Deer Rd
Milwaukee
WI 53223
Can I use Monitise™ if I live abroad?
Yes, but you will need to have a supported cell phone from one of our supported wireless carriers and a valid US Debit/ATM or Prepaid account with a valid home address. You will also need to ensure that your cell phone allows ‘international’ data service roaming — you can request this directly from your wireless carrier.Why did my card fail verification?
For security reasons we cannot reveal details of why a card has failed verification. You should check all of the card details carefully or contact your financial institution directly if your card has failed verification.What if my Card Activation Number is lost or stolen?
The Card Activation Number (CAN) will only work with your Monitise™ account, on your cell phone with your passcode. If the CAN is lost or stolen it will not compromise the security of Monitise™. You can order a new CAN through Monitise™.How do I enable my phone to work with wireless data services?
For Monitise™ to work on your cell phone you need to have General Packet Radio Services (GPRS) data service enabled on your phone and have either a data service plan or pay per use access from your wireless carrier. Contact your wireless carrier if you need help with these data settings or data service fees or subscription plans.
What happens if I have forgotten my passcode?
Once you have entered your passcode incorrectly on five consecutive occasions you will need to request a new passcode by selecting the passcode request link from the help screens, this will trigger a double deposit activation for the Monitise™ account.
What happens if I change my cell phone?
Please ensure that you delete the service from your old cell phone before disposal. If you replace your cell phone and keep the same cell phone number you can simply download the service again by texting 'start' to 42265. You will then be able to enter your existing passcode and use the service immediately.
What happens if I change my SIM card?
If your cell phone number remains the same then no action is necessary. If your cell phone number changes then you will need to re-register for the service as if you were a new customer.
What happens if I change my cell phone number?
You will need to re-register for the service as if you were a new customer.
What if I delete Monitise™ by accident?
If you remove Monitise™ for any reason, you can simply download the service again by texting 'start' to 42265. You will then be able to enter your existing passcode and use the service immediately.
What if I change wireless carrier?
If your new wireless carrier is participating in the service and your cell phone and number remain the same then you will be able to use Monitise without interruption. Also see What happens if I change my cell phone? and What happens if I change my cell phone number?
What if I lose my cell phone?
Report the loss to your wireless carrier 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 Monitise. In most cases you will receive a replacement cell phone but retain your original number but in some circumstances you may receive a new number entirely.
What if I lose my card?
Contact your financial institution and report your card as lost. They will usually send you a replacement card within a few business days. (Please refer to your financial institution's terms and conditions for more information on reporting lost cards).
You will need to delete the lost card from the service and add the details for the replacement card. If a transaction is performed using your old card number your financial institution will decline the transaction and Monitise will automatically remove the card from the service.
What if someone steals my passcode?
If you suspect someone has your passcode then use the Change Passcode function in the service to change your passcode immediately. In order to use the service to access your account someone would need to know your passcode AND have access to your cell phone — so even if your cell phone is stolen your account remains protected.
Why has my card disappeared from Monitise?
If your card is reported lost or stolen, Monitise will remove it from the system. This is the only reason the card will disappear.
Why has Monitise reported an error?
If you get any error when you first try to use Monitise then there may be a problem with your phone settings. Cell Phone Help will give you advice on setting up your phone for Monitise
If you get a Service Unavailable error then we recommend you try again later. Occasionally, we need to make changes to the service which requires a temporary halt in the service.
If you get a Network Unavailable error then we recommend that you try again later. It is most likely that you are out of network coverage.
If you get a Network Timeout then we recommend that you try again. Network timeouts can be caused by a number of factors, such as:
- High usage of the wireless carrier
- Poor signal strength
- Certain older phones with a slower version of GPRS
What if I get a message that tells me to Upgrade?
There are two types of upgrades to the Monitise Mobile Banking Program:
Mandatory:1. If you receive a message 'You need to upgrade Monitise.'
2. Select ‘Upgrade’ to continue.
3. An upgrade text message will been sent to your mobile phone. Please follow the instructions in this message to download the Monitise upgrade. On some phones you may need to delete Monitise from your phone to complete the upgrade.
4. A new version of Monitise will then be downloaded to your phone. Once upgraded you will be able to use Monitise as normal.
5. Step by step instructions:
a. Launch Monitise application on your phone
b. Enter your passcode
c. See a message telling you that you need to upgrade.
d. Select 'Upgrade'
e. See message that “An upgrade text message will been sent to your mobile phone.
Please follow the instructions in this message to download the Monitise upgrade.
f. Exit the Monitise application
g. You will receive a text message with a link
h. Click on the link (if you need help doing this, find your phone in Cell Phone Help)
i. You will be connected to the Monitise Upgrade mobile Web site
j. Select 'Continue'
k. The download of the new application initiates
l. You may be prompted if you want to keep existing data. Select Yes or OK to keep existing data.
m. You may be prompted if you want to overwrite or delete the existing Monitise Application;
select Yes or OK to delete or overwrite.
n. Application is downloaded to your device
o. Locate the Monitise application and start it up
p. You may be walked through the 'Security Initialization' and 'Test Connection' screens
q. You will then see the Start or Enter Passcode screen;
enter your old Passcode to access your existing financial information
Optional:
1. If you receive a message 'An upgrade is available.'
2. Select ‘Upgrade’ to begin process or ‘Continue” to upgrade later.
3. If you choose 'Upgrade':
1. An upgrade text message will be sent to your mobile phone.
Please follow the instructions in this message to download the Monitise upgrade.
On some phones you may need to delete Monitise from your phone to complete the upgrade.
2. A new version of Monitise will then be downloaded to your phone.
Once upgraded you will be able to use Monitise as normal.
4. If you choose 'Continue':
1. You will be reminded to upgrade Monitise in 14 days
How much does Monitise™ cost?
Monitise Americas does not charge you a fee for using Monitise™. However, your wireless carrier may charge you a fee for SMS messages and data access, which is required to use Monitise™. Please check with your wireless carrier for details.