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    Opening an account

    How can I open an account?

    Opening a moey! account is as easy as it seems:

      1) Download the app to your phone. The app is available for iOS 10.3 or above and Android 6.0 and above

      2) Enter the app and register. You need to be over 18 and have a Portuguese ID document (ID card or Residente Permit). In the case of Brazilian citizens who enjoy the status of equal rights and duties under the Porto Seguro Treaty, it is necessary to present the citizen card issued by the Portuguese Republic or the residence permit through chave móvel digital.

      3) Follow the steps so that we can check all the legal details, and you’re done!

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    What documents to I have access do when I open my account?

    You will be given access to the following documents in order to open a moey! account:
      • General conditions for the App (GC)
      • Privacy policy (PP)
      • General account conditions
      • Standardised Information Sheet (SIS)
      • Depositor Information Sheet (DIS)
      • Information document regarding commissions (IDC)

    Check this information in Legal and Privacy section of our website

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    I didn't receive the SMS verification code

    If you didn’t get your verification code don’t worry, make sure:
    • You inserted the right telephone number 
    • Your cell phone has service.
    If everything is ok and you still haven’t received your code, just click on |Resend| and you’ll get a new one.
    The code expires after 1 minute, so make sure you insert it before that.

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    My verification code expired. How can I get a new one?

    If your validation code expired, just click |Resend| and you’ll get a new one in no time quickly.

    The code expires after 1 minute, so make sure you insert it before that.

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    I didn't receive the verification email

    If you didn’t get your validation email don’t worry, make sure:
    • You typed the correct email address
    • You have internet access
    • The email was sent to spam
    If everything is ok and you still haven’t received your email, just click on |Resend| and you’ll get a new one in no time. If the email you are trying to validate is the same of another moey! account, you will not receive it and you should choose a another one.
    The validation email expires after 24 hours, so click on the link before that.

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    I entered the wrong email. How can I change it?

    If you need to change your email, just click |Change email| and you’ll find yourself back to the screen where you can make the change.

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    My verification email expired. How can I get a new one?

    If your verification email expired just click |Resend| and you’ll get a new one in no time.
    You should validate your email from the equipment where you are opening the account.
    The validation email expires after 24 hours, so click the link before that.

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    Identity check

    Why do I have to have my identity verified?

    Being a bank, we need to know who each of our clients is.
    The Bank of Portugal obliges as much, as part of anti-corruption and anti-fraude measures.
    Since you don’t need to go to an agency, and you can do everything over your smartphone, we need to do a quick video (it takes about 5 minutes and we can do it between 9h and 24h) or by using Chave Móvel Digital.
    To do your identification through Chave Móvel igital, activate that option through https://www.autenticacao.gov.pt/a-chave-movel-digital and then follow the steps in the app

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    How can I open my account using Chave Móvel Digital?

    To open your account through Chave Móvel Digital activate that option through https://www.autenticacao.gov.pt/a-chave-movel-digital.
    Follow the steps in the app and that's it.

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    How long will it take to verify my identity?

    The video call you must do to open an account will take about 5 min. It's very fast!
    To make sure it goes smoothly make sure that:
        • You have your ID document (ID card or Residence Certificate) handy (confirm that it is not expired)
        • You have good internet connection (data or wifi)
        • You are in a calm environment and the light is good

    To do your identification through Chave Móvel Digital, activate that option through https://www.autenticacao.gov.pt/a-chave-movel-digital and then follow the steps in the app.

    In the case of Brazilian citizens who enjoy the status of equal rights and duties under the Porto Seguro Treaty, it is necessary to present the citizen card issued by the Portuguese Republic or the residence permit through chave móvel digital.

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    I completed the video call, but I can't continue the process

    If you successfully completed the videocall but you can't continue the process, turn off the app and wait 20 minutes.
    After that, if you still can't continue the process, call us at +351 210 521 500 (domestic or international calls) and we can help.

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    Why isn't the video call verification working?

    Most of the times identification video calls get cut off because of a weak or unstable internet connection.
    Please confirm that you have a good (wifi or data) connection and that you are in a calm, quiet and well-lit place, so that our staff-member who is assigned to help you can see you well and check your Portuguese ID document (ID card or Residente Certificate).
    Make sure to have your portuguese ID document handy. 

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