-
How do I install MoBank onto my phone? 
MoBank is currently only available on the iPhone, iPod touch (only when connected to Wi-Fi) and the new Palm Pre. To install MoBank onto your iPhone or iPod touch you will need to visit the App Store on your phone or click here. To install MoBank onto your Palm Pre please visit the Palm Pre App Catalog on your mobile.
-
What’s the file size of MoBank?
The file is 3.2MB so won’t take up much memory on your phone.
-
Can I register more than one card?
Currently, you can only register one debit or credit card. However, you can easily change your registered card by calling the Contact Centre on 0845 869 0000. In the future, we will be adding the option to register multiple cards.
-
Can I use any debit or credit card?
Currently, you can register any of the following debit or credit cards: Maestro, MasterCard, Visa, and Visa Debit. This excludes any offshore accounts.
-
Can I use balance look up service for any bank?
We currently support Balance look up with the following banks; Abbey, Bank of Ireland, Halifax, Bank of Scotland, Cahoot, Co-operative Bank, First Direct, HSBC, Intelligent Finance, Lloyds TSB (UK), Nationwide, NatWest (UK), RBS, The Woolwich.
Don't worry though, if your bank is not listed here, we are working on growing this list. If you would like to be informed when we do support your bank, please email us at techie@mobank.co.uk.
-
Do I need to have a verified by Visa/MasterCard password?
Yes. Within some widgets we do operate the 3D secure mechanism that requires you to have your Visa or MasterCard registered with Verified by Visa or Verified by MasterCard. We suggest that you do this as soon as you register so that you are free to MoBank.
-
Do I need to have a certain type of phone?
Right now the full MoBank service is only available on iPhone or iPod touch (only when connected to Wi-Fi), but the Money widget is also available on the new Palm Pre. The shopping widgets are only a sneeze from being launch on the Palm Pre too. We are continually working to get on new platforms so please visit our 'what kind of phone do I need' section to see the latest platforms available.
-
Do I need to be with a particular mobile
operator?
No. The operator isn’t important but we are only available on certain types of phones. Please visit our ‘what phone do I need?’ section to see the latest platforms.
-
I registered via the Contact Centre but I forgot to set up my security details. What do I do now?
For your protection, the security link in your text message expires 24 hours after registration. If more than 24 hours have passed, please call the Contact Centre on 0845 869 0000, and we will happily send you a new link.
-
What is a widget?
‘Widget’ is a term MoBank uses to describe the software that allows you to do things such as shop and manage your money on your mobile phone. Because the software is specific to each of the merchants accessible through MoBank, we refer to each of their icons as a ‘widget’.
-
How is MoBank secure?
MoBank is completely secure. Once you have registered your debit or credit card, the card number is encrypted and stored on our central servers, NEVER on your mobile phone.
Your account is exclusive to the phone number that you register as well, so your account cannot be accessed by anyone else.
Each time you use your MoBank account, you will need to input your PIN number that you choose at registration, so even if your phone is lost, no one will be able to make purchases using your account.
MoBank uses SSL technology to secure transactions; once the transaction goes through the retailer’s system, it is secured by the same systems as any other debit or credit card payment.
-
If my phone is lost or stolen do I need to cancel my account with MoBank?
No. Your debit or credit card information is securely stored and encrypted on our central servers, NOT on your mobile phone. Once you have downloaded the MoBank application to your new phone due to an added security feature which allows you to only access MoBank on the handset with which you originally registered, you’ll need to call one of our boffins on 0845 869 0000 so we can update our database. You can then continue to use MoBank by opening the app where you will be prompted to sign in or sign up, select sign in and enter your phone number and MoBank PIN.
-
If my debit or credit card is lost or stolen do I need to cancel my account with MoBank?
No, you don't need to cancel your MoBank account. However, as soon as the bank re-issues your card, please call our Boffins on 0845 869 0000 to update your card details.
-
What if I forget my PIN number when I am out and about and want to use MoBank?
Call one of our Boffins on 0845 869 0000 Monday to Friday 9.00-5.30pm and we will take you through a security process which will reset your PIN number.
-
When trying to buy something, I received a message 'unsuccessful'. What does this mean?
The card could be rejected if the card details that MoBank hold are not up to date. Please confirm your details by calling the Contact Centre on 0845 869 0000 and update them if necessary.
If the card details we hold are correct, there may be an issue with the card provider (i.e. expired card or security check). Please check with your card issuer.
Finally, there may be a problem with the merchant site. MoBank works hard to let you know when the merchant site is not available, but there is a slight chance that the site could be down. Please check back after a few minutes. If the site is truly down, you will not be able to access the widget.
-
I have a new phone. Do I need to re-register?
You don’t need to re-register, but your account can only be used on compatible handsets; you can see if MoBank is available on your new phone by clicking here.
If your new phone is on this list and your phone number is the same, just download the application and sign in using your existing account.
If you have a new mobile number, you will need to call the Contact Centre on 0845 869 0000 to update it as your account can only be accessed from the phone number in our database.
-
I’ve received a new debit/credit card from my bank. Do I need to re-register?
You don’t need to re-register with MoBank, but you will need to update the card details on your account before you can make further purchases. Please call the Contact Centre on 0845 869 0000 to update your card details.
-
Can I use MoBank overseas?
MoBank widgets are all based in the UK, so all delivery addresses listed in your account must be based in the UK or the Isle of Man. However, if you have a mobile phone plan that allows you to access data when overseas, then you can use MoBank to do things such as check your balance.
-
What happens if I don't use MoBank for a while? Will you close my account?
No, we won’t close your account. However, if you Pay as you go, please note that in accordance with the T&Cs and our Pricing policy a £2.50 charge will be applied every fifth transaction rather than 50p every time. If a member has made between 1 and 5 transactions in a three month period the charge for those transactions will be applied at the end of the third month. For example, if you were to make 3 purchases and then stop using your account, you would be charged £1.50 at the end of the third month.
-
Can I see what I have bought and how much I’ve spent each month, from my mobile?
Currently, you can check your registered card balance on your handset using MoBank. To see what you’ve bought and how much you’ve spent, please call the Contact Centre on 0845 869 0000. Coming soon, you will be able to access this information on the website.
-
When I order something that needs to be delivered, how do I insert a delivery address?
The first time you order an item to be delivered, you will enter an address. This address will then be saved for future MoBank transactions, but you can add different addresses at any time which will also be saved. You can manage these addresses on your handset and choose which address you’d like to use each time you make a purchase on MoBank. Make sure you get it right though, you wouldn’t want that pressie being delivered to the wrong person!
-
When I order cinema tickets, how do I collect them from the box office?
You will collect your tickets in the same way as if you had booked on the phone or online. Some cinemas have a machine that you pop your card in and others have a special collection booth.
-
Will you have more brands and widgets in the
future?
Yes. The MoBank family of widgets is constantly growing. If there are any particular brands or shops you would like to see on MoBank, please drop us a note at iwantit@mobank.co.uk and let us know. We can keep you posted if you sign up to MoNews.
-
Do I have to pay for MoBank?
MoBank is free to join and offers all customers free banking with Balance lookup and mini statement. For iPhone and iPod touch users, browsing retailer websites, searching for train times or looking up movie listings is also free but retail purchases will be charged at 50p per transaction*. However if this is something you think you will use a lot, you could take us up on our great launch offer of only £15 for unlimited lifetime usage (for a limited period only). This means you can buy and pay for things forever with no additional MoBank charges*.
*Delivery and booking fees may apply according to retailer charges
-
Why is there a charge of £2.50 to my debit or credit card?
If you are a pay as you go iPhone or iPod touch customer, to limit the number of transactions to your card, you will only be charged after every 5 retail purchases. Each retail purchase costs 50p so after 5 retail purchases you will see a charge of £2.50 (or after three months, whichever is sooner). If you would like to move to lifetime unlimited use (£15 for a limited period only), please call the MoBank team on 0845 869 0000 and we will be happy to assist you.
-
Will my mobile operator charge me for using MoBank?
You will only be charged for the browsing time, just as if you were browsing the internet.