Please browse below for answers to our most common support questions. Contact us at support@mysmartphonemoney.com, if you require further help or assistance.
Alternatively click here for more information and guides on our products and services.

What is mySmartPhoneMoney?

mySmartPhoneMoney is a new SmartPhone and ID Card payment system that is both fast and convenient. Customers download the free app to their SmartPhone, register it and top up their account with a debit card or by Internet Banking. They can then use the app to pay at participating outlets.

The mySmartPhoneMoney ID Card payment solution NFC card offers customers an alternative way of making payment using the money in their mySmartPhoneMoney account, and is particularly suited to educational and corporate catering environments, where existing ID cards can be used for payments. Customers use the free SmartPhone app to top-up and manage their account.  They can also used the App to make payments, if they choose to.

My privacy?

We don’t share your personal information with third parties.  For full details of our privacy policy click here.

How do I top-up my account?

The welcome email you receive after registering your card or SmartPhone will explain how to top-up.  You can do this with a Debit Card, either through the free mySmartPhoneMoney app, using the web link provided in your welcome email, or by Internet Banking using your mySmartPhoneMoney Account Number, details of which are given in your welcome email.

I have registered a mySmartPhoneMoney ID Card. How do I setup the SmartPhone App?

Once you have downloaded the App to your SmartPhone, you will be asked to register it when it first starts. Please ensure that you use the same email address and PIN that were used to register your card.  The App will use these details to detect your mySmartPhoneMoney account. You will be asked to enter the PIN once again to associate your SmartPhone with your mySmartPhoneMoney account. We call this ‘Device Switching’, which is what you’ll see on your SmartPhone when you do it.  Some versions of the app will display a message that your account will be switched over to the SmartPhone.  In fact, the SmartPhone will be added to your account.  Every account can have one SmartPhone and as many ID Cards as you need associated with it.

I have lost my card. What do I do now?

Please contact your card issuer to get a replacement card.  You will then need to register the new card using the same email address and PIN as your original registration.  The new card will then be associated to your account.  Please email us at support@mysmartphonemoney.com to have your old card de-activated.

I have changed my SmartPhone.  How do I get my mySmartPhoneMoney account to switch?

Once you have downloaded the App to your new SmartPhone, you will be asked to register it when it first starts. Please ensure that you use the same email address and PIN that you used to register previously.  The App will use these details to detect your mySmartPhoneMoney account. You will be asked to enter the PIN once again to associate your SmartPhone with your mySmartPhoneMoney account. We call this ‘Device Switching’, which is what you’ll see on your SmartPhone when you do it.  When the account is switched, it will no longer be active on your old device.  You can only have one SmartPhone registered to an account.

My card does not work!

Please send an email to support@mysmartphonemoney.com, from the email address that you registered with, and we’ll identify the issue and help.  It may be that the card has been damaged or is faulty, or that it hasn’t been registered.

I have forgotten my PIN. Now what?

Please send an email to support@mysmartphonemoney.com, from the email address that you registered with, and we will be able to issue you a new PIN.

I have upgraded my iOS device and the mySmartPhoneMoney App is prompting me to re-register. Why do I need to do this?

This is because of a technical change within iOS, and you will need to re-register your device with us – but be sure to use the same email address and PIN that you were using before, so that the App can detect your mySmartPhoneMoney account.

If you remove the mySmartPhoneMoney App from your iOS7 device and reinstall it again later, you will also need to re-register again.

I have a balance of -£31.00 on my Android SmartPhone. Why is this?

This is an error code and is being displayed because you are using an older version of our Android App. Please download and install the latest version from our Download page and from then on the app will show the correct balance and work correctly.