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

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

Registration

  1. Why did my card fail verification?
  2. How do I enable my phone to work with GPRS & WAP?

Usage

  1. What happens if I have forgotten my passcode?
  2. What happens if I change my mobile phone?
  3. What happens if I change my SIM card?
  4. What happens if I change my mobile phone number?
  5. What if I delete MONILINK™ by accident?
  6. What if I change mobile network operator?
  7. What if I lose my mobile phone?
  8. What if I receive a replacement card?
  9. What if my card is lost or stolen?
  10. What if someone steals my passcode?
  11. Why has my card disappeared from MONILINK™?
  12. Why has MONILINK™ reported an error?

Charges

  1. What does it cost to use MONILINK™?

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.

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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

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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.

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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.

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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™.

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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.

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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™.

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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 or contact your bank directly.

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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

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What happens if I have forgotten 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.

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What happens 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 'bank' to 82428. You will then be able to enter your existing passcode and use the service immediately.

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What happens 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.

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What happens if I change my mobile phone number?

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

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What if I delete MONILINK™ by accident?

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

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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?

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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.

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What if I receive a replacement card?

You will need to update your account options with the details for your new card. To do this follow the instructions below.
  1. Launch MONILINK TM on your mobile phone
  2. Enter your Passcode when prompted
  3. From the main menu select Options, then  Account Options.
  4. Select your account from the list and select Update Card.
  5. Follow the on-screen instructions to update your card.

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What if my card is lost or stolen?

Contact your bank and report your card as lost or stolen. 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 or stolen cards).

When you receive a replacement card from your bank, you will need to update your card details, following the instructions below:

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

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

  1. Launch MONILINK on your mobile phone.
  2. Enter your passcode.
  3. From the main menu select Options, then  Account Options.
  4. Select your account from the list and select Add Account.
  5. Follow the on-screen instructions to add your card.

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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.

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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.

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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

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What does it cost to use MONILINK™?

Orange, Virgin Mobile and Vodafone currently charge for downloading and using the MONILINK TM application on your mobile phone.

The data charges applied are governed by your tariff and/or data bundle agreement with your mobile network operator.

All other participating mobile network operators do not charge for downloading and using MONILINK TM in the U.K. However, charges may apply when using MONILINK TM services whilst overseas.

To understand more, please refer to your mobile network operator.

For the period 1st September 2008 to 31st October 2009 inclusive, all Mobile Phone Banking customers will receive free MONILINK Mobile Phone Banking. We will advise you separately of charges for using MONILINK Mobile Phone Banking from 1st November 2009. MONILINK TM is available for no additional charge to all first directory customers.

Mobile phone Top-Ups: There is no service charge for Top-Ups. Mobile phone Top-Ups will be debited directly from your current account and will be shown on your current account statement.


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