Security
Frequently asked questions
- How secure is Mobile Money?
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The security of Mobile Money is at the heart of our service. The world-leading technology used by Mobile Money has been developed in conjunction with some of the foremost banking security companies in the world. The solution has passed repeated, independent audits from leading, independent security experts.
This site provides information on the installation and use of the Mobile Money.
- What happens if my mobile phone is lost or stolen?
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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 the fraudulent use of Mobile Money. If you retain your existing mobile number, you'll still receive text services on your replacement phone. To download the Mobile Money app to your replacement phone, simply text the word DOWN to 82428 and follow the instructions within the text message to re-install the app. If you change your mobile number, you'll need to register for the service.
- What happens if I lose my debit card?
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Contact your bank and report your card as lost. 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 cards).
When you receive a replacement card from your bank, you will need to update your Mobile Money account details, following the instructions below:
- Launch the Mobile Money app on your mobile phone
- Enter your Passcode
- From the main menu select Options, then Account Options
- Select your account from the list and select Update Account
- Follow the on-screen instructions to update your account
If you try to use the account that has been reported lost, Mobile Money will delete it automatically. If this happens, to add your replacement card:
- Launch the Mobile Money app on your mobile phone
- Enter your Passcode
- From the main menu select Options, then Account Options
- Select your account from the list and select Add Account
- Follow the on-screen instructions to add your account
- What should I do if I forget my Passcode?
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If you forget your Passcode, please follow these instructions:
- Launch the Mobile Money app on your mobile phone
- When prompted to enter your Passcode, select the Help - forgotten Passcode option
- Select Request New Passcode
- Select Yes to confirm you want to request a new Passcode
We will then send you a new Passcode through the post.
If you would like to change your Passcode to a more memorable one, please follow these instructions:
- Launch the Mobile Money app on your mobile phone
- Enter your current Passcode when prompted
- Select Options and then Service Options
- Select Change Passcode
- Follow the on-screen instructions to change your Passcode
