Frequently asked questions

Mobile Phone Help

We support a wide range of mobile phones. The mobile phone help section provides a list of compatible phones including detailed information on how to set up your mobile phone for the service.

Mobile phone help

General

I cannot find MONILINK™ on my mobile phone.
Is my mobile network operator participating?
Will MONILINK work on my phone?
Are there any known problems when using MONILINK™ with my mobile phone?
Is MONILINK™ secure?
Can I use MONILINK™ if I live abroad?
Data Protection Act

Registration

Why did my card fail verification?
What if my Card Activation Number is lost or stolen?
How do I enable my phone to work with GPRS & WAP?

Usage

What if I forget my passcode?
What if I change my mobile phone?
What if I change my SIM card?
What if I change my mobile phone number?
What if I delete MONILINK™ by accident?
What if I change mobile network operator?
What if I lose my mobile phone?
What if I receive a replacement card?
What if I lose my card?
What if someone steals my passcode?
Why has my card disappeared from MONILINK™?
Why has MONILINK™ reported an error?

Charges

How much does MONILINK™ Mobile Banking cost?

Text Services

What type of Text Alerts can I set up?
How can I set up my Text Alerts?
How can I change the alerts I receive?
What if I don’t want to receive Text Alerts Anymore?

I cannot find MONILINK™ on my mobile phone.

Once you have registered and downloaded MONILINK™ onto your mobile phone you will normally find the service in your applications or games menu. For help with MONILINK™ on your mobile try Mobile Phone Help.

Is my mobile network operator participating?

The following mobile network operators currently support the service:

O2
Orange
Tesco Mobile
T-Mobile
Vodafone
Virgin Mobile
3*

*Currently available with balance enquiries and mini statements, Top-Ups coming soon.

Mobile network operator websites

Will MONILINK work on my phone?

MONILINK™ works on most popular mobile phones - if your mobile phone has a camera or games installed it should support MONILINK™.

To be compatible your mobile phone must:

Support Java
Have at least 64kb of free memory
Be configured with the standard internet data connectivity settings for your network operator (GPRS or 3G). These settings are usually pre-installed when you buy the phone. However, if you are unsure or you are having problems connecting to MONILINK™ then see - How do I enable my phone to work with GPRS & WAP?

Support for Apple iPhones and Windows Mobiles is coming soon.

Are there any known problems when using MONILINK™ with my mobile phone?

For help with MONILINK™ problems on your mobile phone check Mobile Phone Help.

Orange

For Orange phones ensure that Orange GPRS WAP is selected as the default connection type. If Orange GPRS Internet is the only connection type available on your phone you will need to request the settings to be sent to you during registration. For more settings guidance see the specific set up instructions for your handset in the Mobile Phone Help.

Is MONILINK™ secure?

The security of MONILINK™ is at the heart of our service. Your MONILINK™ service can only be accessed from your mobile phone using your passcode. We regularly test, update and validate our security model to ensure we maintain a banking grade level of security. We also use recognised and independent security experts to validate the security of MONILINK™.

Can I use MONILINK™ if I live abroad?

Yes, but you will need to have a mobile phone from one of our supported UK mobile operators and a UK bank account with a home address registered in the UK. You will also need to ensure that your mobile phone allows ‘international’ roaming — you can request this directly from your mobile operator.

Data Protection Act

You can request details of your personal information held by MONILINK™ limited by writing to the Data Controller c/o MONILINK™, PO BOX 568, Harrogate HG1 9BZ and enclosing a cheque for £10 payable to MONILINK™.

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, please ensure that you enter all the card details exactly as they appear on your bank card and your address as it appears on your bank statement.

What if my Card Activation Number is lost or stolen?

The Card Activation Number (CAN) will only work with your MONILINK™ account, on your mobile phone with your passcode. If the CAN is lost or stolen it will not compromise the security of MONILINK™. You can order a new CAN through MONILINK™.

How do I enable my phone to work with GPRS & WAP?

For MONILINK™ to work on your mobile phone you need to have GPRS enabled and up to date WAP settings.

For the latest WAP settings please begin registration and when prompted select get the latest settings.

Alternatively, you can use the following link to update your WAP settings:
http://monilink.wdsglobal.com/monilink/phonefirst

What if I forget my passcode?

If you forget your passcode then text ‘code’ to 82428 and we will post a new passcode to you. We will send this to the address registered for your main card.

What if I change my mobile phone?

Please ensure that you delete the service from your old mobile phone before disposal. If you replace your mobile phone and keep the same telephone number you can simply download the service again by texting ‘ALCB’ to 82428. You will then be able to enter your existing passcode and use the service immediately.

What if I change my SIM card?

If your mobile number remains the same then no action is necessary. If your mobile number changes then you will need to re-register for the service as if you were a new customer.

What if I change my mobile phone number?

You will need to re-register for the service as if you were a new customer.

What if I delete MONILINK™ by accident?

If you remove MONILINK™ for any reason, you can simply download the service again by texting ‘ ALCB’ to 82428. You will then be able to enter your existing passcode and use the service immediately.

What if I change mobile network operator?

If your new mobile network operator is participating in the service and your mobile phone and number remain the same then you will be able to use MONILINK™ without interruption. Also see What happens if I change my mobile phone? and What happens if I change my mobile number?

What if I lose my mobile phone?

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 fraudulent use of MONILINK™. In most cases you will receive a replacement mobile phone but retain your original number but in some circumstances you may receive a new number entirely.

What if I receive a replacement card?

You will need to update your card details with the details for your new card. Do this following the instructions below.

Launch MONILINK on your mobile phone.
Enter your passcode.
From the main menu select Options, then Card Options.
Select your card from the list and select Update Card.
Follow the on-screen instructions to update your card.

What if I lose my card?

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 card details, following the instructions below.

Launch MONILINK on your mobile phone.
Enter your passcode.
From the main menu select Options, then Card Options.
Select your card from the list and select Update Card.
Follow the on-screen instructions to update your card.

If you try to use the card that has been reported lost, MONILINK will delete it automatically. If this happens, to add your replacement card;

Launch MONILINK on your mobile phone.
Enter your passcode.
From the main menu select Options, then Card Options.
Select your card from the list and select Add Card.
Follow the on-screen instructions to add your card.

What if someone steals my passcode?

If you suspect someone has your passcode then use the Change Passcode function in the service. In order to use the service to access your account someone would need to know your passcode AND have access to your mobile phone — so even if your mobile phone is stolen your account remains protected.

Why has my card disappeared from MONILINK™?

Cards are only ever automatically removed from MONILINK™ for security reasons, such as a card being reported stolen.

Why has MONILINK™ reported an error?

If you get any error when you first try to use MONILINK™ then there may be a problem with your phone settings. Mobile Phone Help will give you advice on setting up your phone for MONILINK™.

If you get a Service Unavailable error then we recommend you try again later. Occasionally, we need to make changes to the service which require a temporary halt in the service.

If you get a Network Unavailable error then we recommend that you try again later. It is most likely that you are out of network coverage.

If you get a Network Timeout then we recommend that you try again. Network timeouts can be caused by a number of factors, such as:

High usage of the mobile network
Poor signal strength
Certain older phones with a slower version of GPRS

How much does MONILINK™ Mobile Banking cost?

*There are no data charges from your mobile network for registering, using or downloading MONILINK™ Mobile Banking with the exception of Orange, Virgin and Vodafone. For Orange, Virgin and Vodafone customers MONILINK™ usage and download will be charged at your standard data tariff.

The Mobile Banking service is currently free of charge. Any change to this will be notified by email or text message. You should ensure that you keep your phone secure at all times. Mobile phone top-ups will be debited directly from your current account and will be shown on your current account statement. Additional overseas network charges may apply when the service is used abroad. The service is provided by Monilink Limited. Offer conditions can change at any time. Monilink Limited is registered in England and Wales at Companies House. Registered office: Providian House, 16 - 18 Monument Street, London, EC3R 8AJ. Registered company number: 4831976.

If you wish to stop the Mobile Banking service – you can either text STOP to 82428 or you can cancel the service from within the Options Menu of MONILINK. (You will be charged at your standard text message rate by your network operator to send this text) Please note if you text STOP it will stop the whole service across all accounts you have registered for Mobile Banking on MONILINK. If you choose this option and then wish to use the on demand service again you will need to re-register for the Mobile Banking MONILINK service. If you wish to stop Text Services but still want to use the on-demand service then select 'Stop Alerts' from within the Text Services options within MONILINK

To contact MONILINK, please telephone Customer Services on 0808 168 2956 or Textphone 0808 168 2953. Calls are recorded and may be monitored for security, quality control and training purposes.

What type of Text Alerts can I set up?

You can receive two types of Text Alerts:

Weekly Balance Alert – you can arrange to have a text sent to you any day, Monday to Friday either between 8am to 12pm or 12pm to 4pm which contains your balance from that morning.

Alerts – you can arrange to receive a text when your overnight balance reaches certain amounts that you have previously set.

You can set a lower and upper limit.

You can set the lower limit when your balance falls below for example £50, £100 or whatever level you choose. You can even set it to be Zero so you get an alert when you go into your overdraft. Or you can set it at a minus figure e.g. -200 to let you know you when you are approaching your overdraft limit.

The Upper Limit is set the same way – but here you can set it at a level you know your balance would be for example are expecting a payment. Again you can change this whenever you want.

How can I set up my Text Alerts?

If you are an existing MONILINK customer you can set them up straightaway.

If you register via this site – you will need to wait until you have received your Card Activation Number (CAN) in the post. Once you have entered your CAN you will be able to access your account information and set up the Alerts.

To set the alerts you just access MONILINK on your mobile phone using your Passcode and then select the current account you wish to set the alerts. Then choose Text Services from the options. You can then either set up Weekly Balance or Alerts by following the instructions on your phone.

How can I change the alerts I receive?

How can I change the alerts I receive?

You access MONILINK and choose the Text Services option as before and choose Edit Alerts.

You can change when you wish to receive weekly Balance Alert and you can also change the limit value on either the Lower or Upper Limit alerts as you wish.

What if I don’t want to receive Text Alerts Anymore?

If you don’t wish to receive the Text Alerts but still want to use the Mobile Banking service to get on-demand Balance enquiries, mini-statements or Mobile Top Up’s then you select ‘Stop Alerts’ from within the Text Alerts Options within MONILINK and the Current Account that the alerts have been set on.

If you wish to stop the Mobile Banking service all together – you can either Text STOP to 82428 or you can cancel the service from within the Options Menu of MONILINK. Please note if you text STOP it will stop the whole service across all accounts you have registered for Mobile Banking on MONILINK. (You will be charged at your standard text message rate by your network operator to send this text).

If you choose this option and then wish to use the on demand service again you will need to re-register for the Mobile Banking MONILINK service.