Hey! Need any help?

    Topping up account

    How can I top up my moey! account?

    You can top up your moey! account with a credit or debit card (max. 250€ per week), a transfer to your IBAN or MB WAY or by sending a payment link to somebody so that they top it up for you.
    Go to:
    • |In&Out| menu
    • |Top up|
    Select the method for topping up and follow the instructions
    Ring-a-ding-ding! The money is in your account

    I tried to top up my account, why wasn't it accepted?

    If you tried to top up by card and the money reverted, it could be because you didn’t conclude the 3D Secure authentication, or there might have been another problem along the way. Try again.
    For legal reasons, we can’t accept top-ups by transfer from certain origins. This includes certain crypto-currency markets, some countries, banks and institutions.
    If your top-up was unsuccessful, the money should be reverted and returned to the sender’s account within a few business days.

    Will I be charged for topping up my account?

    No. moey! doesn’t charge fees or commissions for topping up your account. It’s all for you :)

    When will the money land in my account?

    IBAN transfers take up to 2 business days to process between domestic banks, and 4 days between international banks.

    Payments

    Can I pay with my phone?

    To use your phone to make payments, you have 2 options
    1) Pay through QR CODE MB WAY
    2) Use NFC
        • |Settings|
        • |Cards|
        • Choose Apple Pay if your device is iOS or moey! Wallet if your system is Android
    This way you will enable your cell phone’s NFC and associate mobile payments to your virtual moey! card. You have to choose a PIN for your virtual card to be used for some payments, depending on the seller’s terminals. Follow the next steps on your app and then all you will have to do is touch the terminal with your phone.

    How can I ask a friend to pay up?

    With moey! you can ask your contacts for money whenever you want to.
    • Go to |In & Out|
    • Click |Request money|
    • Choose the contact and the amount and send the request
    Please make sure that your contacts have the indicative so they can appear for selection. 
    There are three ways to send this request:
    1) If your contact uses moey! they will receive a notification and the request will be placed on their pending list 
    2) If your contact uses MB WAY, they will receive the request via MB WAY 
    3) If your contact doesn’t use moey!, they will receive a payment link by SMS (a payment link lasts 24 hours and can only be used once)

    Can I add my card to Google Pay?

    moey! cards don’t work on Google Pay yet, but you can use your android cell phone to pay with NFC with moey! Wallet.
    To enable payments with your cell phone, go to:
      • |Settings|
      • |Cards|
      • Enable |NFC payments| and follow the instructions. You will have to set a PIN for your virtual card, which can be used for some online payments, depending on the point-of-sale terminal.
    You will need to ensure a minimum level of safety on your phone to be able to pay. Therefore, you have to enable a password, swipe pattern or fingerprint to unblock your phone.
    You can disable NFC whenever you want.

    Can I add my debit card to Paypal?

    Yes, you can!

    Can I generate virtual MB NET style cards to pay online?

    Yes! You can generate MB NET cards through the MB WAY app.

    How can I block/unblock payments abroad?

    With moey! you control your money wherever you are, even if you are out of Portugal. You can block or unblock your physical or virtual cards for specific regions with 3 simple steps:

      1. Go to |Settings| and then |Cards|

      2. Choose the card you want to configure and click |Security controls|

      3. Choose the regions where you want the card to work or to be blocked

    How can I enable/disable online payments?

    Control the safety of your online card easily, and with no worries. To enable or disable online payments for your physical or virtual cards, follow these steps:

      1. Go to |Settings| and then |Cards|

      2. Choose the card you want to configure and click |Security controls|

      3. Enable or disable online payments

    How can I pay my bills?

    With moey! you can settle accounts with friends or pay water, electricity, gas or other bills through your app, without having to use an ATM. Go to:

      • |In & Out|

      • |Payments|

      • Pick the type of payment you want to make

    To make sure you don’t forget to settle with your friends, you can also use the recurring transfers option in the menu |In & Out|.
    You can set recurring transfers for moey! contacts or for IBAN numbers. You can also check and manage your direct debits. Please make sure that your contacts have the indicative so they can appear for selection. 
    There are no daily limits for payments. The only limit is your available balance.

    How can I obtain proof of payment?

    If you need an invoice you should always ask the seller. 
    You can see all your expenses on your feed and, by clicking on a payment you did (Services and State), you can see more details and have access to a pdf with the proof of the transaction. This is not an official receipt. 
    To have an invoice of your mobile top up (Telcos), select Invoice on the screen where you enter your top up details.
    When you complete the top up you will see a screen with the invoice in pdf. You can also access that invoice through My moey!, by clicking on the transation for which you said you wanted an invoice.

    What can I use Split Bill for?

    The split bill option can be used to select and split an expense with other contacts. In |In & Out| go to:

      • |Split bill|

      • Choose a transaction

      • Adjust how the bill is going to be split

    Send the request and that’s that. This option can be used with any of your friends, even if they don’t use moey!. The option generates a money request. If your friends don’t use moey! they will receive a payment link by SMS. You can also send pictures with the request, but only moey! friends will see them. There is no upper limit for splitting bills. The minimum is 0,02 €. You will be notified every time a friend pays up.

    Can I add other cards to pay with my phone?

    No. When you pay with moey! you are paying with your app’s virtual moey! card.

    What is the cost of payments abroad?

    To know the costs of payments abroad please check the price list here.

    Can I charge my mobile phone with my moey! app?

    Yes! And it’s easy. Go to:

      • |In & Out| Menu

      • Choose |Payments|

      • Then choose |Mobile|

      • Insert your phone number, your carrier and the amount 

    If you need a top up proof, call us so we can help you.

    Why was my payment returned/reverted?

    If the seller where you made your purchase did not accept payment, or cancelled for any reason, the money will revert back to your account. This means that your purchase was not concluded successfully and that the value of the purchase continues to be available in your account.

    Why was my card not accepted at a payment terminal?

    There could be several reasons why your card didn’t work in an automated point-of-sale:

    • Not having enough money for the purchase in your account

    • You card has expired

    • Your card is damaged

    • There is a problem with the terminal

    • A security option has been enabled on the app (example: card deactivated)

    • Your smartphone could be experiencing technical problems

    If you continue to have trouble after excluding all the preceding points, call us so that we can sort it out at: +351 210 521 500  (chamadas nacionais e internacionais).

    Why is my payment pending?

    A payment can be left pending if it has been authorised, but has not been confirmed by the seller. 
    The seller has 30 days to confirm or cancel the payment!
    It might take a little longer in cases where there is pre-authorisation in e-commerce, or hotel reservations, for example.
    Sometimes, a transaction that has been rejected can appear as pending. In this case the money will automatically be returned to your account after 30 days.

    Why has my payment not been accepted?

    The most common reasons for this to happen are: 
      1. Your notifications are not enabled
      2. Insufficient balance
      3. Inserting incorrect card information (PIN, expiration date, CVV),
      4. Exceeding the card’s limit (for pre-paid cards).
      5. Incorrect information given by the recipient
      6. Problems with the system/network at the time of the transaction.
    Make sure it is none of the above, and try again.

    I don't recognise a payment that was done with my card

    Sometimes the name of the seller which appears on your transaction list doesn’t coincide with the brand as it is generally known. This happens because we present the company’s registered name. Confirm the transaction details and the seller’s name. If you think your card might have been targeted for fraud, call us so that we can sort it out at +351 210 521 500 (domestic or international calls).

    How can I see the authorization payments I gave through my card?

    When you authorize payments through your moey! card, you need to validate with the company/merchant of the payment is active.
    It's them who originate the payment. Ex: Via Verde, Spotify, etc.

    What is moey! wallet?

    moey! wallet allows you to pay with NFC using your android phone.
    To use NFC go to:
        • |Settings|
        • |Cards|
        • Choose Apple Pay if your device is iOS or moey! Wallet if your system is Android
    This way you will enable your smartphone’s NFC and associate mobile payments to your virtual moey! card. You have to choose a PIN for your virtual card to be used for some payments, depending on the merchant’s terminals. Follow the next steps on your app and then all you will have to do is touch the terminal with your phone.

    Why moey! wallet does not work on my equipment?

    There are some reasons for not being able to trigger moey! wallet to pay via your android device:
    1. Your device does not support NFC or the NFC is damaged
    2. moey!'s security policies detect that your equipment have some kind of root and do not allow you to progress safely

    Why does my payment not appear in my feed?

    During a period, we run some processes to close the day so sometimes, even though your operation is successful and there is an impact on your balance, it does not appear immediately on your feed.
    Whenever this happens, please do not do the operation again. This momentary unavailability is promptly corrected as soon as the processes are completed and the operation will appear in your feed.

    MB WAY

    Can I use MB WAY to pay?

    Whenever you open a moey! account, several MB WAY operations become immediately available to you, without having to download the MB WAY app or associating your card. 
    You can pay, receive and request money through MB WAY, withdraw cash using withdrawal codes (which remain active for 30 minutes). No charges!
    All your friends on MB WAY will be identified with the symbol, so that you know that you can pay them using MB WAY.

    How can I receive MB WAY transfers in my moey! account?

    If you don't have any other card in your MB WAY app associated with the mobile number you use with your moey! account, you don't need to do anything. Your moey! account has all MB WAY features without needing to associate your physical cards.
    If you have other cards associated to your mobile number, the fund management is done by MB WAY app (SIBS). To guarantee that the funds are sent to your moey! account, you need to associate your moey! physical card to the MB WAY app, and set it as predefined for transfers..

    What can I with the option Use MULTIBANCO?

    The Use MULTIBANCO option allows you to access the various multibanco options without needing your physical card and using only the moey app!
    It is available even if you have not requested a moey! physical card.
    To use it, go to a multibanco, select the option in the app and follow the steps indicated on the screens.

    Feed

    What can I see on the My moey! menu?

    In the |My moey!| menu you can see a timeline of all the transactions and payments made from your account
    Click on a transaction to see details such as: sellers, value, time, place, category and used card.
    You can also access a number of shortcuts for each transaction, by swiping left: repeat transaction and split cost.

    How can I see my statement?

    You can access all your monthly statements directly on the app, by following these steps: Go to:

      • |Settings|

      • |Profile and Account|

      • |Statements|

      • Choose the month of the statement you want to see in PDF form

    You can save, send by email or share the document You will have access to all the statements since you opened your moey! account.

    How do I change a transaction category?

    There are 2 ways of doing this using your app’s My moey!:
      1. Click on any transaction on your timeline, without letting go, and drag to |Change category|
      2. Click on any transaction and click |Change category| in the transaction’s detail menu
    Transactions with a negative value can only be labelled Expenses or Savings, whereas all the positive transactions can only be registered as Income.
    There are more than 15 different categories and more than 100 subcategories (one subcategory shares its name with the main category). 

    What is the balance which appears on My moey!?

    That’s the available balance, which is the money you can use at any given time. It excludes transactions which have not yet been processed by the bank (withheld), which can occur occasionally such as with payments abroad, tolls, hotel reservations, etc..

    How can I see the details of a specific transaction?

    Do you want to see more details about a transaction?
    You can do so directly on |My moey!| in your timeline, clicking on any transaction. 
    In |Stats|, you can also see all your transactions organized by category and subcategory. 
    There are more than 15 different categories and more than 100 subcategories (one subcategory shares its name with the main category).

    What are withheld balances?

    Withheld balance occurs when a transaction is not yet confirmed by the merchant.
    In certain situations, the merchant where you purchased a good or service can withheld balance. It means that it can block a certain amount before confirming the transaction. This can occur because the merchant wants to be sure that you have funds to pay the goods or service. This can happen when you book an hotel or when you request food delivery, for example. It also happens with payments abroad that will be first registered as withheld balance and later confirmed.
    If a withheld transaction is confirmed it will be updated in your Feed. If the transaction expires or it is canceled (what can take up to 30 days) it will be eliminated from your Feed and the amount will be available in your account.
    Withheld transactions will be immediately deducted from your balance. You can only split, send to Group or change the category after the transaction is confirmed.

    Why is my withheld balance not available yet?

    Withheld balance can remain that way for 30 days after being created, until it is confirmed or cancelled.

    You can see that a transfer is withheld by clicking on it on your feed.

    If it is withheld you will see a message that explains that the transaction is not yet confirmed and that until it is confirmed you can't change its category, send to a group or split the bill directly through your feed.

    My balance has not been updated since I last received a transfer

    If you were sent a sum by IBAN, but not using an immediate transfer, then the money could take several days to land in your account. Usually it should arrive on the next business days, but if it comes from abroad, it could take up to 4 business days.

    I was charged more than expected. Why?

    Sometimes a transaction might not seem to be of the correct amount. The final amount could differ from the original for any of the following reasons:

      • A seller might block a higher amount for a deposit (for example at a petrol station, car rental or hotel reservations), the difference being credited to your account once the deposit is no longer necessary.

      • Fluctuations in exchange rates could result in small differences in the total for a transaction carried out in foreign currency

    My refund doesn't appear on my balance

    If a seller has refunded you, but the money has not yet arrived, get in touch with the seller directly for updates. As soon as we get the money it will appear on your timeline automatically. Unfortunately, we cannot refund you directly or give you information on specific sellers.

    What are the applicable exchange rates?

    If you need to know applicable daily exchange rates, call us so that we can help at +351 210 521 500 (domestic or international calls), available between 9h and 24h.

    What is the comission statement?

    The commission statement is a mandatory document with all the information about the commissions that were charged to you during the previous year, related to your moey! account.
    This document is issued every year during the month of January and is related to the previous year.
    To access this document go to:
       • |Settings|
       • |Profile and Account|
       • |Statements|

    My account balance is negative

    If you have a negative account balance, you should immediately top up your account.
    For each day with a negative balance, you will be charged Stamp Duty on the first day of the following month.
    In addition, if you enter the default process, this will be reported to Banco de Portugal in accordance with the law.

    Withdrawals

    How can I use moey! to withdraw money?

    It’s easy, you have two options:
    1. If you have a physical card, you can withdraw money from any ATM/Multibanco machine
    2. If you don’t like carrying cards in your wallet, don’t worry! Go to:
    • |In & Out|
    • Click |Withdraw money|
    • Choose the amount you want to withdraw (don’t forget that it has to be multiples of 10)
    • Use the code you are given at a Multibanco ATM
    The code will be active for 30 minutes, and remains visible on your timeline.

    Is there a limit to free withdrawals in Portugal?

    We will never charge you for withdrawals using the Multibanco network, so you can make as many withdrawals as you like in Portugal. 
    However, there are other ATM networks which do charge for withdrawals. If you have any questions, we suggest you consult the conditions of the ATM network you are using. 

    What is the daily limit for withdrawals?

    You can withdraw up to 400€ per day. The maximum for each withdrawal is 200€.

    Why is my withdrawal pending?

    Pending transactions are payments which were authorised, but are still awaiting confirmation or reversal from the ATM provider. The ATM provider has 7 days to confirm or cancel the payment. Sometimes, a withdrawal which was refused can appear as pending. If this happens, the funds will automatically be returned to your account within 7 days.

    Why was my withdrawal not authorised?

    The most common reasons for refusing a withdrawal are:

      • Insufficient funds,

      • Wrong PIN number

    If you need more help, then call us so that we can sort it out at +351 210 521 500 (domestic or international calls), available between 9h and 24h.

    Why have I been charged for a withdrawal made in Portugal?

    You can withdraw money at any ATM machine in Portugal or abroad with your moey! debit card.
    We don’t charge you for withdrawals from the Multibanco ATM network in Portugal, however, other networks might charge fees or there might be fees which include exchange rates (outside of the euro zone). 
    If you have doubts, we suggest you consult the conditions of the ATM network you are using. 

    The ATM machine didn't give me my money / gave me the wrong amount. Why?

    It doesn’t happen that often, but ATM machines can make mistakes. Once it has been confirmed that your money, or part of it, was not made available, the amount should be automatically restored to your account. If that doesn’t happen, then call us so that we can sort it out at +351 210 521 500 (domestic or international calls), available between 9h and 24h, and make sure you have the receipt from the ATM machine you used. If you don’t have the receipt, you’ll need to identify the place, date and approximate time of the transaction.

    What is the cost of withdraws abroad?

    To know the costs of withdraws abroad please check the price list here. There are ATM networks that charge for withdrawals. If you have any questions, we suggest you consult the conditions of the ATM network you are using. 

    Apple Pay

    Can I add my card to Apple Pay?

    Yes you can. All you need to do is associate your virtual card to Apple Pay (not your physical card). 
    To enable payments with your cell phone go to:
    • |Settings|
    • |Cards|
    • Choose |Apple Pay| and follow the instructions. 
    You need to ensure a minimum level of safety on your phone to be able to pay. Therefore, you have to enable a password, swipe pattern or fingerprint to unblock your phone.
    You can add your moey! card up to 9 Apple equipments. Each time you associate a new equipment, you will receive a  SMS with an OTP to confirm your request.
    You can disable Apple Pay by accessing the Apple Wallet on your device and de-selecting your moey! card.

    Which devices does Apple Pay work with?

    Apple Pay works with:
      • iPhone: Apple Pay works with iPhone 6 and later in stores, apps and websites in Safari
      • Apple Watch: in stores and apps (requires iPhone 6 or later)
      • iPad: iPad Pro, iPad (5th generation), iPad Air 2, and iPad mini 3 and later in apps and websites in Safari
      • Mac: Mac (2012 or later) in Safari with an Apple Pay–enabled iPhone or Apple Watch.
    A full list of Apple Pay compatible devices can be found here.

    Is my card information protected?

    When you use your Apple Pay to pay in store, online or in app Apple Pay doesn’t send your real card number to the merchant. Instead, a unique code is assigned, encrypted and securely stored on your device (a token). 
    Every time you associate your moey! card to one of your Apple equipments, a specific token is created for that device. 
    You can add your moey! card up to 9 Apple equipments. Each time you associate a new equipment, you will receive a SMS to confirm your request.

    Where can I use Apple Pay?

    Apple Pay can be used anywhere that accepts contactless payments and it is not Multibanco exclusive: on transports and in shops, restaurants and cafes around the world.
    To pay just touch the TPA with your device and validate the transaction using biometric data or your device PIN.
    Some TPA might request a card PIN. To complete the payment you must associate a PIN to your virtual card in the app. Go to |Settings|, |Cards|, choose your virtual card and follow the steps to define a PIN.
    You can also use Apple Pay in inapp payments and websites.

    How do I make my moey! card the default card for contactless payments?

    Open your Wallet, hold your moey! card and drag it to the front to make sure it is the default card.

    How much can I spend using Apple Pay?

    There is no limit on Apple Pay transactions.

    PIN or biometric data will be asked to validate your payments.

     

    Why was my payment with Apple Pay not accepted?

    If your Apple Pay payment is not working on a terminal that acepts contactless payments, it can be for maney reasons:
      • Your card is not associated with this device
      • Your account doesn't have enough funds
      • The terminal only accepts multibanco
      • There is a problem with the terminal
      • The virtual card is inactive
      • There is a limit or control active in the app
      • The iPhone might have a problem
      • Your card expired
    If you need any helo, call us so that we can help you at +351 210 521 500 (domestic or international calls).

    Can I continue to use Apple Pay if I freeze my card?

    No. If you need to freeze your card in the moey! app it will not work on Apple Pay.

    What happens if I lose my device?

    If your phone’s been lost or stolen, use Find My iPhone to lock it. You can then secure it with a new password, or erase your personal data.
    You can also cancel your moey! card and tou will be not able to do any transactions in a device where that car was empaired.
    If you lose any other device, you can only suspend or cancel the Appla Pay token associated with that device. We can do it though icloud.
    If you need any assistance, call us and we’ll help you sort it out: +351 210 521 500 (domestic or international calls).

    How do I stop getting two notifications for every payment I make?

    Both Apple Pay and moey! send instant spending notifications, which means you’ll be notified twice every time you pay with moey! using Apple Pay. If you don’t want to get two notifications for every transaction, you can turn off Apple Pay's notifications for your moey! card from your Wallet. Open Wallet and go to the back of pass, tap the little i on the bottom right and disable transaction history in the transactions tab.

    Transfers

    How do I send money to someone?

    Want to make a transfer to somebody?
    Go to:
    • |In & Out|
    • Click |Send money|
    • Choose how to send – You can send your contacts money using moey!, MB WAY or IBAN.

    Please make sure that your contacts have the indicative so they can appear for selection. 
    Don’t forget to send a message with the transfer! 

    Will I be charged for transfers?

    Transferring money between moey! contacts is free! Transferring money to IBANS is free! Want to transfer instantaneously? You get 40 free transfers per month! On your 41st transfer we’ll let you know that you are going to incur a cost of 0.50€

    Can I set recurring transfers?

    You can schedule periodic payments to your contacts with moey! through IBAN or moey! transfer. 

    Go to:
        • |In&Out| 
        • Choose |Recurring transfers| 
        • Pick a contact
        • Set the amount
        • Set the periodicy of the transfers
    You can manage the period, deadlines and eliminate recurring payments whenever you want, by swiping.

    I want to transfer money, but I don't know the account details

    You don’t need account details to transfer money to moey! users. All you need is their phone number. 
    If your friends don’t use moey! but they have MB WAY, then you can also use the phone number.

    How can I cancel a transfer?

    If the transfer is still stuck in your |Pending requests| and has not been processed yet, then all you need to do is select the transfer and cancel it. If the transfer has already been processed, call us so that we can help you sort it out at  210 521 500 (domestic or international calls).

    The recipient did not receive my transfer

    If this happens you should confirm that the recipient’s details are correct. Also, take into account the time it takes for a transfer to go through, depending on its type:
    • Between moey! users: immediate
    • By MB WAY: immediate (after being accepted, in cases where the recipient has more than one wallet)
    • Domestic IBAN: up to 2 business day
    • International IBAN: up to 4 business days

     

    How long does it take for a transfer to reach its recipient?

    IBAN transfers take up to 2 business days if they are between domestic banks, or four days between banks from different countries. 
    If you are in a rush, don’t worry, you can do an instantaneous domestic transfer! moey! offers you 40 instantaneous transfers per month, for those friends who need their money ASAP. On your 41st transfer you will be warned that you are incurring a cost of 0.50€.
    moey! or MB WAY transfers are instantaneous.

    My transfer didn't go through. Why?

    There could be several reasons. Some of the most common are:

      • Insufficient balance

      • Incorrect recipient details

      • Daily or monthly transfer limits exceeded If none of the above apply, the recipient bank may have rejected the transfer.

    If that is the case, then contact that bank directly for more information.

    Why am I being charged for my transfer?

    With moey! you can transfer money at no cost to whoever you want.
    You are entitled to free transfers between moey! clients, MB WAY users and also SEPA area transfers 
    You are also entitled to a further 40 instantaneous transfers per month. 
    If you were charged a commission its probably because you did more than 40 instantaneous transfers in one month. 
    When you do your 41st transfer you’ll be warned that you’re incurring a 0.50€ commission.

    Why is my transfer pending?

    IBAN transfers can take some time to be processed: domestic transfers take up to 2 business days, but international transfers can take up to 4 business days

    Are there daily limits for transfers?

    Transfers to other moey! clients or transfers between banks (SEPA area) have a limit of 50,000€. Instant transfers  have a limit of 15,000€ per transfer and no daily maximum limit. MB WAY transfers are limited to 750€ each, and a total of 2,500€ a month.

    How can I have a transfer proof?

    You can see all your expenses on your feed and, by clicking on a transfer you did, you can see more details and have access to a pdf with the proof of the transfer.

    What is an instant transfer?

    It is a service that guarantees deposit in the destination account in real time (10 seconds). The maximum amount per immediate transfer is 15.000 €, with no limit of daily value.
    The service is optional for the Banks, with the participation of: Crédito Agrícola, Banco Activo Bank, Banco BNI, Banco BPI, Banco Privado Atlântico, BBVA, Caixa Geral de Depósitos, EUROBIC, Millennium BCP, Montepio Geral, Novo Banco, Novo Banco Açores, Banco BEST,  Bankinter, and Banco Santander Totta.
    In September 2020, according to SIBS, it will be possible to receive and send immediate transfers to foreign IBAN belonging to the SEPA space.

    Why does my transfer not appear in my feed?

    During a period, we run some processes to close the day so sometimes, even though your operation is successful and there is an impact on your balance, it does not appear immediately on your feed.
    Whenever this happens, please do not do the operation again. This momentary unavailability is promptly corrected as soon as the processes are completed and the operation will appear in your feed.

    Direct debits

    How can I check my direct debits?

    Managing your direct debits is easy. After authorising a direct debit in your moey! account, follow these steps:
    Go to:
      • |In & Out|
      • Select |Direct Debits|
    Here you’ll find all the details of your direct debits, including options to:
      • Enable and disable a direct debit
      • Define maximum value per transaction
      • Define expiration date

    How can I deactivate direct debits?

    To deactivate a direct debit:
    • |In & Out|
    • Select |Direct Debits|
    • Swipe the direct debit you want to deactivate 
    Remember that if you want you can disable a direct debit temporarily and enable it later.

    Can I set a limit for my direct debits?

    Yes, you can limit direct debits.
    Go to:
       • |In & Out|
       • Choose |Direct Debits|
    Choose the direct debit you want to edit and set a maximum amount for paymen

    Dispute / Fraud

    I don't recognise a payment done through my account

    If you don’t recognise a payment call us and we’ll help you sort it out: +351 210 521 500 (domestic or international calls).

    I have a problem with a transfer or direct debit

    If you want to report a transfer or direct debit because you don’t recognise it or because you think there might have been a mistake, call us and we’ll help you sort it out: +351 210 521 500 (domestic or international calls).

    I want a refund for a purchase

    If there is a problem concerning products or services you paid for, or if you were charged erroneously, contact the seller immediately and demand a full refund. If your order did not arrive, check the estimated delivery date and check on its status before asking the seller for a refund. If you need any assistance, call us and we’ll help you sort it out: +351 210 521 500 (domestic or international calls).

    I suspect my card was targeted for fraud

    If you believe your card was targeted for fraud, call us and we’ll help you sort it out: +351 210 521 500 (domestic or international calls).

    I was charged more than once for the same transaction

    If you identify a duplicated payment you should contact the seller immediately to request a refund of the full amount. If you need any assistance, call us and we’ll help you sort it out: +351 210 521 500 (domestic or international calls).

    How can I get back the money that the ATM did not give me in a withdrawal?

    IIf you did not receive the money in a withdrawal and the amount left your account, call us and we’ll help you sort it out: +351 210 521 500 (domestic or international calls)

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