Frequently Asked Questions
General
- Is my wireless carrier participating?
- Will it work on my cell phone?
- Is it safe to bank using Mobile Money Text Services?
- Can I use Mobile Money if I live abroad?
- Data Protection Act
- Which services can be accessed using Text Services?
Registration
- Why did my card fail verification?
- Why can't I find my carrier in the drop-down list during registration?
Usage
- What is the number I should send text commands to?
- Are there any shortcuts for Mobile Money Text Services?
- Can I receive help for Mobile Money Text Services from my mobile phone?
- Are text commands case-sensitive?
- 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 change wireless carrier?
- What if I lose my cell phone?
- What if I lose my card?
Charges
Is my wireless carrier participating?
The following wireless carriers currently support Mobile Money Text Services:
- AT&T
- Alltel
- Appalachian Wireless
- Bluegrass Cellular
- Boost
- Cellcom
- Cellular One
- Cellular One of East Central Illinois (ECIT)
- Cellular South
- Centennial Wireless
- Cincinatti Bell
- Immix Wireless
- nTelos
- Nextel
- Sprint
- T-Mobile
- US Cellular
- Unicel
- Verizon Wireless
- Virgin Mobile
- West Central Wireless
Will it work on my cell phone?
Mobile Money Text Services works on most popular cell phones - if your cell phone supports text messages (SMS) it will support Mobile Money.
Is it safe to bank using Mobile Money Text Services?
Yes, the security of your financial information is at the heart of our service. Mobile Money Text Services do not send text messages with any confidential information about you or your accounts. For example, account numbers are never displayed via text banking and instead are represented by the mobile account nickname that you specify during enrollment.Can I use Mobile Money 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.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
Which services can be accessed using Text Services?
Mobile Money Text Services offers the following services:
- Scheduled Weekly Balance Alerts
- High / Low Balance Threshold Alerts
- Balance Inquiries
- Mini-statements / Transaction History
- Help Support
For information on how to perform these transactions on your mobile device, see our User Guide.
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.Why can't I find my carrier in the drop-down list during registration?
If your carrier is a supported carrier for Text Services but is not displayed in the drop-down list during registration, then select “ Other".
What is the number I should send text commands to?
The Mobile Money Text Services short code is 42265 (IBANK). This short code is for customers currently enrolled in Mobile Money Text Services with a participating financial institution.
Are there any shortcuts for Mobile Money Text Services?
- BAL: For the balance of your primary account.
- BAL [ACCOUNT NICKNAME]: For the balance of a specific account.
- BAL CHK: For the balance of your checking account.
- BAL SAV: For the balance of your checking account.
- MINI: List the mini-statement of the specified account.
- HELP: For a list of text commands and the toll-free customer service number.
- STOP: Disable Mobile Money Text Services.
- QUIT: Disable Mobile Money Text Services.
- END: Disable Mobile Money Text Services.
- CANCEL: Disable Mobile Money Text Services.
- UNSUBSCRIBE: Disable Mobile Money Text Services.
- STOP ALL: Disable Mobile Money Text Services for all cards registered.
Can I receive help for Mobile Money Text Services from my mobile phone?
Yes, help is always just a text message away. Registered users of Mobile Money Text Services should send the text command ' HELP' to 42265. You will receive additional information within a minute along with our customer service information.
Are text commands case-sensitive?
No, text commands are not case sensitive. You can type ' help' or ' HELP'.
What happens if I change my cell phone?
Mobile Money Text Services should continue working if you change cell phones or cell phone carriers provided you keep the same cell phone number that you registered with Mobile Money Text Services. If you have problems using Text Services with your new cell phone, text ‘STOP ALL’ to 42255 to disable services for all cards registered and register again as a new customer.
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, 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 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 Mobile Money 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, it will protect you from fraudulent use of Mobile Money. 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. Your financial institution 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 Mobile Money will automatically remove the card from the service.
How much does Mobile Money cost?
Monitise Americas does not charge you a fee for using Mobile Money Text Services. However, your wireless carrier may charge you a fee for SMS messages and data access, which is required to use Mobile Money. Please check with your wireless carrier for details.