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Knowledge base
Getting Started
Onboarding
8
Who is eligible to open a Moneybase account
Do you offer student accounts?
Do you offer accounts for minors?
Do you offer joint accounts?
What age do I need to be to open an account?
View all 8
Verifying your Identity
7
My Document has been rejected
I’m unable to verify my identity
How do I upload my Identity Document?
How do I verify my identity?
Why do I need to verify my identity?
View all 7
Security
5
My Account is Temporarily Locked
My phone has been lost or stolen
How secure is Moneybase?
Device Security
Phishing Alert! – Keep safe by following a few simple rules!
General Questions
9
Are there any deposit limits?
I want to close my moneybase account
What authentication options can I use on the Moneybase desktop version?
What are the fees ?
Change of Address
View all 9
Cards
Card Payments
7
How to Approve 3D Secure eCommerce Transactions
I don't recognise a card payment
Why is my card payment still processing / pending?
Why has my card payment been declined?
Why was my online card transaction declined?
View all 7
Card FAQs
11
Freezing my card
My card is due to expire
My physical card is not working
My card has been lost or stolen
What happens if my card is lost or stolen?
View all 11
Card Wallets
10
How do I set up Apple Pay on my Apple device?
Do you support Google Pay?
Is using Apple Pay secure?
Is my transaction data stored when using Apple Pay?
Do you support Apple Pay?
View all 10
Getting your Card
6
Can I have more than one card with moneybase?
Getting a physical card
Getting a virtual card
I have not received my card
Activating my Moneybase card
View all 6
ATM Withdrawals
4
Why was my ATM cash withdrawal declined?
Why has my cash withdrawal been reverted?
I don't recognise a cash withdrawal
Cash withdrawal limit
Card Refunds
2
My refund is not showing up in my statement
Seeking a refund for something I bought
Invest
Getting Started with Trading
24
What is a Cash Fund?
What is an ETF?
What is a Limited Partnership?
How do I place an order?
Why is the price higher, but my return is negative?
View all 24
Trading orders Execution, Fees and Limits
9
How can I raise/modify an order?
Why can I only sell my stock and not buy more of it?
I am not able to place an order in this ETF
Can I preview my order before confirming it?
Order types
View all 9
Corporate Actions
8
Who determines if I am eligible for a corporate action?
Dividend Options
What is the difference between a dividend and an interest/coupon payment?
What happens if my stock gets de-listed from the market?
How can I check when my corporate actions are due?
View all 8
Trading Products and Services
11
How can I exchange currencies on Moneybase?
What is the Discover Section on Moneybase?
What is a portfolio transfer?
How can I sell my Certificated Holdings?
Which assets can I trade on Moneybase?
View all 11
Managing your Investment Account
12
Withdraw funds from my Investment account
Fund my Investment account
Update my tax information
I need help to understand certain terms relating to my investment Portfolio
Tax on Dividends paid on US stocks
View all 12
Investor Protection
2
Which authority is Moneybase regulated by?
How are my investments with Moneybase protected?
Help with Trading
4
Customer support
Do I need to make an appointment to visit an investment advisor?
Does Moneybase provide any investment advice or recommendations?
What is an execution-only service?
Moneybase Business
Business FAQs
4
Moneybase Business Platform Security
Is Moneybase a regulated institution?
W-8Ben-E (Corporate)
Unsupported industries by Moneybase Business
Setting up your Business Account
9
Moneybase Business Payment Permissions
Documents needed to open a Moneybase Business account
How long does it take to open a Moneybase Business account
Moneybase Business Plans
FATCA & CRS Business Form
View all 9
Business Account Management
8
Moneybase Business Transaction Statement and Reporting
I cannot access the Moneybase Business account
I want to close my Moneybase business account
How to modify Moneybase business users and permissions?
Can I switch my Moneybase business plan?
View all 8
Business Transfers
6
How can I send a bank transfer in currencies other than EURO on Moneybase Business?
Who can send a bank transfer on a Moneybase Business account?
How do I set up Moneybase business payment limits?
Moneybase Business account IBAN and details to receive a bank transfer
How do I send a bank transfer on Moneybase?
View all 6
Payments
Receiving Money
10
Auto Top-Up
How to transfer funds to Moneybase?
Why has my card deposit to my moneybase account failed / pending?
My Auto Top-Up failed
Is there a limit to how much money I can receive on my Moneybase account?
View all 10
Help with Bank Transfers
5
What is an IBAN?
Where can I find my Moneybase IBAN?
How can I verify my source of funds or source of wealth
What is the Moneybase SWIFT code?
How can I download an account statement for a specific currency?
Sending Money
12
Why is my bank transfer showing as Pending?
My transfer was returned. When will it be available on my account?
Why have you asked for additional information about my transfer?
How do I make a payment to the Malta Tax and Customs Administration with my Moneybase?
Recipient has not yet received the money?
View all 12
Transfers between Moneybase Users
3
Sending Money to other Moneybase Users
Why can't I send money to another Moneybase customer?
P2P Privacy Settings
Cross-Border Payments
6
How long does it take for a cross-border payment to be received?
How can I send a cross-border payment?
Non-SEPA transfer fees
Which currencies are supported for Foreign Exchange and Cross-border transfers?
What is a cross-border payment?
View all 6
Exploring Moneybase
Moneybase Rewards
2
Moneybase Rewards
Am I eligible for the Moneybase Welcome Bonus?
Foreign Exchange
6
Are there any currency exchange limits on Moneybase?
Which currencies can I convert and send payments in?
How do I exchange currencies on the Moneybase app and web platform?
What is an exchange rate and how does it work?
Do the new rates apply when making purchases online or in another country using a different currency?
View all 6
I am Travelling
2
I am going abroad
Is my Moneybase card accepted everywhere?
Spending Money
6
Will I be charged for card payments?
Can I get a refund to my Moneybase card?
What are the usage limits?
Withdrawing cash (ATM)
Which currencies are supported for card top-ups?
View all 6