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 it work on my mobile 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 I lose my card?
  10. What if someone steals my passcode?
  11. Why has my card disappeared from MONILINK™?
  12. Why has MONILINK™ reported an error?

Charges

  1. How much does MONILINK™ cost?

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 it work on my mobile 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?

Windows Mobile support 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 receive a replacement card?

You will need to delete the old card from the service and add the details for the replacement card. To do this please follow the instructions below:

  1. Launch MONILINK™ on your mobile phone
  2. Enter your Passcode when prompted
  3. From the main menu select Options and then Card Options
  4. Select your card alias from the list  and select Delete Card
  5. You will then be asked to confirm that you want to delete the card - select OK
  6. Press OK to enter your new card details

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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 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 banks terms and conditions for more information on reporting lost cards).

You will need to delete the lost card from the service and add the details for the replacement card. If a transaction is performed using your old card number your bank will decline the transaction and MONILINK™ will automatically remove the card from the service.

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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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How much does MONILINK™ cost?

There are no data charges from your mobile network for using, registration or downloading MONILINK™ with the exception of Orange and Virgin. For Orange and Virgin customers MONILINK™ usage and download will be charged at your standard data tariff. Free access to MONILINK™ via Orange and Virgin will be available soon.

For the period 1st July 2007 to 31st August 2008 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 September 2008.  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.

Addition overseas network charges may apply when used abroad.

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