login

MiFinity eWallet - Q&A

Our Services

Need Help ?

Please feel free to contact us. We will get back to you as soon as possible.


clientservices@MiFinity.com

SIGN UP

MiFinity is the brains behind your payment needs.

How do I open an account with MiFinity?
Visit the MiFinity Platform Homepage at https://secure.mifinity.com/ and click on the “sign up” link or go straight to https://secure.mifinity.com/#/signup

What is Strong Customer Authentication?

Strong Customer Authentication (SCA) under the Second Payment Service Directive (PSD2) is a new European regulatory requirement to reduce fraud and make online payments more secure. This will apply from 14^th^ September 2019. Also being referred to as Two Factor Authentication (2FA), it is based on the use of two or more elements including:

Knowledge (something you know – for example your password)
Possession (something you have – for example your mobile phone to receive a code)
Inherence (something unique to who you are – for example your fingerprint)

What does Strong Customer Authentication mean for me?

SCA will apply to you if you are in or using a card from the European Economic Area (EEA) which comprises EU countries plus Iceland, Liechtenstein and Norway. From 14^th^ September 2019 when logging into your MiFinity account or when you carry out a transaction, we may send you an SMS containing a verification code, which you must enter correctly before gaining access to your account or completing the transaction.

When you make a deposit using a debit or credit card, your bank may also require you to authenticate yourself using an additional layer of security called 3D Secure 2.

Why am I being sent a verification code to my mobile phone?

This is an extra layer of security which helps fight fraud and further protects your online payments. You must have a mobile phone which is able to receive SMS texts.

My verification code was sent to the wrong mobile number, what can I do?

Please contact our Client Services team who will assist you in updating your phone number.

Email: clientservices@mifinity.com

Tel: +44 28 9587 0100 (Note English speaking agents are available 9-5pm UK time.)

I didn’t receive my verification code, what can I do?

Please check that your mobile number is correct. To do so, log into your MiFinity eWallet, select ‘My Profile’ from the drop-down menu and then click on ‘Personal Details’. If you can’t log in to change this, contact our Client Services team on the email/phone number listed above.

I need to update my phone number. How do I do this?

If you need to update your mobile phone number, log into your MiFinity eWallet, select ‘My Profile’ from the drop-down menu and then click on ‘Personal Details’. Enter your new mobile phone number, and we will send you a verification code in order to verify the number. Simply enter the verification code in the box shown within your MiFinity eWallet and the update is complete.

Please note that once the phone number has been updated, you will no longer receive any verification codes to your old mobile phone number. All verification codes will be sent to the updated phone number.

If you are unable to log in to your account to update your mobile phone number, please contact our Client Services team on the email/phone number listed above.

I entered the verification code incorrectly and now I’m locked out of my account, what can I do?

Please contact our Client Services team on the email/phone number listed above.

It is telling me the verification code is invalid, even though I am entering the correct code. What do I do?

The verification code you are entering may have expired. Each code is valid for a period of five minutes. Please request a new verification code, by clicking ‘Resend Code’ and try again.

Why am I being sent a verification code if I don’t live in Europe?

If you are being sent a verification code, you must be using a card that was issued in the European Economic Area. This requires us to apply an extra layer of security to your payment.

This is because of new regulatory changes called Strong Customer Authentication, aimed at increasing the security of online payments, and reducing fraud.

Simply enter the verification code we sent to your mobile phone in the box shown within your MiFinity eWallet, and you will be able to continue with your transaction.

If you did not receive a verification code or require help, please contact our Client Services team on the email/phone number listed above.

I received a suspicious message claiming to be from MiFinity. What do I do?

We may contact you to discuss the operation of your account or a payment transaction performed on your account.

In any of our email, phone, or SMS communications we will never ask you for your unique verification code, card or bank details, or transfer money into or out of your account.

If you do receive a text or email claiming to be from MiFinity that you are suspicious of, please do not respond. Report it to Phising@Mifinity.com.

For more security advice please visit  https://www.mifinity.com/security-centre/.

Will I be charged to receive the verification code?

This will depend on the Terms and Conditions of the contract you have with your carrier. If you have any questions regarding this, please contact your network provider directly.

I am unable to view all my transactions.

Due to PSD2 (Payment Services Directive) regulatory requirements, if you log in with only one factor of authentication (for example username and password only) we are limited to displaying just 90 days’ worth of transactions. When you log in using a verification code, you will be able to view all your transactions by utilising the Transaction Search feature.

Which web browsers are recommended for MiFinity?
We recommend the most up-to-date versions of Google Chrome, Mozilla Firefox and Apple Safari.

I haven’t received my registration email.
Please check your Junk Mail. It’s also possible that we need some additional information from you. If this is the case, our team will be in touch soon, but you can also email us at clientservices@mifinity.com or use the live chat/email us link found at https://secure.mifinity.com/

I have received a registration email but the link is not working.
Please note that our registration links will expire after 24 hours. If you require a new link, please contact us at clientservices@mifinity.com or use the live chat/email us link found at https://secure.mifinity.com/

How should I choose a password?
Your Password must be at least 8 characters long and be a combination of upper and lower case characters. It must also include a number or special character.
NEVER share your password with anyone. MiFinity will not have a record of your password and therefore will never ask you to provide it.

What questions will I be asked if I get in touch?
We need to be able to verify your identity before we can restore your password or discuss your account. You can expect us to ask a combination of questions ranging from personal information (Address/Nationality/Date of Birth) to details from your security questions.

How can I send Money to Friends & Family?
You can make an account to account transfer direct to another MiFinity user if you have their account number or their registered email address. If they don’t have a MiFinity Account, just give us their email address and we will invite them to open an account, and credit them with the funds when they do.

I can’t log in to my account
Please contact our Client Services team for support. You can email us at clientservices@mifinity.com or use the live chat/email us link found at https://secure.mifinity.com/


How do I change my contact email address?
Please email us at clientservices@mifinity.com or use the live chat/email us link found at https://secure.mifinity.com/

How do I add funds to my MiFinity eWallet?
You can add funds to your eWallet in a number of ways. Simply choose the “deposit” link from the menu on the left hand side of your screen or go to “eWallets”, highlight the account you wish to fund and chose the “deposit” link from the options provided. You will be invited to load funds using your Visa or MasterCard, or via Trustly or Klarna. Note to use Trustly or Klarna you must be set up to perform online bank transfers with your local bank. Just make your choice of method and follow the simple instructions.

Verifying your Credit/Debit Cards

For your card to be fully verified, a 4-digit verification code accompanied by the description “Mifinity UK LTD” will be displayed on your card statement after your first successful deposit. The times will vary depending on your Bank and method used to view your statement, either online or paper hard copy. Once obtained, please follow the next few steps:

  • Log into your eWallet account.
  • Select “Cards” from the menu on the left side of the screen.
  • Select the card that needs to be verified.
  • Click on “Update”.
  • Click on “Verify”.
  • Enter the 4-digit verification code obtained from your card statement and click on “Submit”.

Providing the pin is correct, your payment method will be verified.For any issues with incorrect 4 digit verification code displayed on your card statement or no 4 digit code displayed on your card statement please contact directly your card issuing bank.

How to Verify a Bank Account.

For a Bank account to be verified you must first add your account details within the “Bank Accounts” section from the options on the left side of the eWallet account. Select “Add New Bank Account” and complete the required fields relating to the destination account. Please note: The details submitted can only be in the name of, and ownership of the Mifinity eWallet account holder. You are not permitted to register a Business Bank Account on your MiFinity eWallet.

For your Bank Account to be utilized for withdrawals, it first needs to be verified. For this to be achieved, you are required to upload a copy of a Bank statement dated within the last 3 months from the date of issue. This can be done by following the next few steps:-

  • Log into your eWallet account.
  • Select “Bank Accounts” from the menu on the left side of the screen.
  • Select the Bank Account that needs to be verified.
  • Click on “Update”.
  • Click on “Verify”.
  • Upload your document.
  • You can either choose a file you have saved or drag the file into the box indicated.
  • Once your file has been successfully uploaded, a green box will appear in the top right corner of the page confirming the process and the status of the document will show as “Pending Approval” until reviewed. Additionally you will receive an email confirming the process was successful.

Once reviewed and verified the option to withdraw funds to this Bank Account will be activated on your Mifinity eWallet.

How do I withdraw funds from my MiFinity eWallet?

If you have previously made a deposit to your account via card and completed the 4-digit pin verification process, you will have the option to send funds back to that card. Follow the next few steps to complete the withdrawal process.

  • Select “Withdraw” from the options on the left side of the eWallet account.
  • Complete “Step 1” by selecting the eWallet you wish to withdraw funds from.
  • “Step 2” Gives you the options of where you are permitted to withdraw funds to. Please note: This section will only display Cards or Bank Accounts which have been verified by completing the verification process.
  • Complete “Step 3” by entering the amount you would like to withdraw, the description of how you would like this transaction to appear on your statement, then select “Make Payment” at the bottom of the page.

You will be sent a conformation email detailing the credentials of this transaction for your reference.

What are the withdrawal rules and terms?
In the event you originally deposited with a card, then subsequent withdrawals will need to be paid back to the same card, up to the cumulative amount that was deposited.
The process will work like this:
Your oldest total card deposits will need to be paid back in full first.
Your second oldest total card deposits will need to be paid back in full second etc.
All withdrawals back to cards will need to at least match the original deposits from those cards.
Once all original card deposits have been covered via the withdrawal process you can then look to withdraw the surplus withdrawal amount back to any card, bank account etc.
We reserve the right to use additional eligibility criteria to determine available withdrawal options.

What is the withdrawal policy ?
Withdrawals to credit / debit card are possible
In line with the applicable laws, MiFinity will remit amounts only to the same payment method from where the funds deposited into your account originated.
Credit / debit card withdrawals are processed to the card(s) that were originally used to deposit. Should a User have more than one registered credit/ debit card, the withdrawal will be processed to the primary credit/ debit card (being the account from which you deposited the most of your deposited funds within the last 6 months), assuming withdrawals to this card are possible

I’m trying to move funds between my accounts and I’m getting an error message saying insufficient funds
Please ensure that the amount you are trying to send leaves sufficient funds in your account to cover the fee.

Here are our fees:

Deposit Fees

  • Visa 1.8%
  • Mastercard 1.8%
  • UnionPay 1.8%
  • Klarna 1.8%
  • Trustly 1.8%

 

Withdraw Fees

  • Local Bank Transfer €1 *SEPA
  • Visa €1
  • Mastercard €1

 

Send & Receive Money

  • Send money between own MiFinity eWallets 1% (Maximum €1)
  • Send money to friends & family 1% (Maximum €10)
  • Receiving money is always free of charge

 

Currency Conversion

  • For transactions involving currency conversion MiFinity adds a fee of 2.99% to our wholesale exchange rates. The exchange rates vary and will be applied immediately without notice to you.


Inactive Accounts

  • Your MiFinity Account is free for personal use . If you do not make a transaction within 12 months a service fee of €1 will be deducted from the funds in your account

I tried to deposit Money but my account has not been credited
Please email us at clientservices@mifinity.com or use the live chat/email us link found at https://secure.mifinity.com/

How do I make a payment to a Merchant?
From the merchant’s site you can choose to pay via MiFinity. If you already have a MiFinity eWallet, you can log in via the merchant site (note you must have funds!). If you do not have a MiFinity eWallet account, you can still make a payment via MiFinity by entering your Visa or MasterCard details and your details will be used to create a MiFinity account (a registration email will be sent to you)

I forgot my Password
Please click on the “Forgot Password” link below the login area at https://secure.mifinity.com/ A link will be emailed to you within 15 minutes. Please check your Junk mail if you do not see the email after this time.

Can I have more than one eWallet purses within my MiFinity Account?
Yes. You may open a maximum of nine eWallets within your MiFinity Account. This limit is inclusive of a combination of your eWallet categories – Gaming, E-Commerce and Travel; and eWallets held within these categories which are of a different currency. Just click “Create New Account” when in the Accounts section.

What currencies are available for my eWallets?
MiFinity offers eWallets available in GBP,EURO and SEK

Non-Serviced / Banned Countries
If you are residing in any of the following countries you are not allowed to use MiFinity services. A violation gives MiFinity the right to suspend or terminate your MiFinity Account at any time.

Afghanistan
Cuba
Eritrea
Iran
Korea (North)
Sudan (North & South)
Turkey
USA

Can I open a MiFinity Account for my Business?
Please contact us at clientservices@mifinity.com or on 00442895870100. We will put you in touch with one of our Sales Specialists who will discuss your business needs.

How do I verify my account?
In order for us to verify your account, we now require you to submit the following documentation by logging into your MiFinity account, section in the top right-hand corner of your eWallet account and select Upload Documents.

What we need?
1 proof of photo identification
1 proof of address dated within the last 6 months
(Any POA submitted must be dated no later than 3 months from the date of issue)
* If you only have one form of ID and/or Proof of Address, you will need to get your ID/POA certified in any Financial institution, (Public Notary / Legal Representative) or Police Station by presenting yourself in person along with the single ID and Proof of Address.
*Please ensure the certified copy is stamped, dated and signed by the relevant authority.

Acceptable Proofs of Identity:
– Passport
– Drivers Licence (front and back)
– EU National Identity Card

Acceptable Proof of Address:
– Bank/Credit Union Statements
– Utility Bills (e.g. water bill, gas, electricity)
– Mobile phone bills will not be accepted
– Certificate of Motor Tax (Tax must be in date)
– Car insurance will not be accepted
– Letter from revenue (e.g. tax credit certificate)
– Department of social services letter.

All documents must be dated within the last 3 months from the date of issue and must be the full image, all corners must be visible and the image cannot be censored in any way. Please note, all documentation submitted must be a colour scan or digital photo. Paper photocopies will not be accepted. .

Once you have successfully uploaded your documents and they have been processed, you will receive an email notification within 24 to 48 hours.
Please ensure to use one of the following file formats: gif, jpg, png, doc, bmp, docx and pdf, otherwise your document upload will fail.
Once your account has been successfully verified, this will mean that your limits have been increased and you can transact at higher levels.

Why do I need to verify my identity?
MiFinity Payments are regulated by the Financial Conduct Authority in the United Kingdom and are therefore obliged by regulation to carry out the know your customer (KYC) process. This is the verification of our customers. This is an anti-money laundering measure.

I haven’t received and email and I am waiting for my account to become verified
Please note that it can take between 24 to 48 hours for your KYC documents to become processed. Once they are successfully processed, you will receive an email notification and your profile will show as green verified

If you are unable to upload your documents please make sure that they are in the following file formats:
gif, jpg, png, doc, bmp, docx and pdf
If the issue persists, please contact customer support.
If there is an issue with the successful processing of your documents, customer services will be in contact with you via email.

What are my account limits?
If your account is unverified, you can transact up to €2000 over a 365 day rolling period after which you will be prompted to verify your account.
Once your account if verified, you will be able to transact up to €10,000 over a 365 day rolling period.
Should you wish to transact above these limits, you will be requested to provide enhanced due diligence to become a VIP.

My account has been restricted, what do I do?
If your account has been restricted for security reasons, you will be contacted by our team. If your account has been restricted but you have not been contacted, please check your junk email or contact customer services.

How do I report suspicious activity?
If you feel that suspicious activity has occurred on your account, contact MiFinity fraud team immediately at fraudalerts@mifinity.com
If you feel that your account details may have been compromised, change your password immediately by logging on, going to your profile and password change. It is important to choose a password that is not easily guessed and do not share this with anybody.


I have received a suspicious email, what do I do?
If you receive any communication which you are suspicious about please report this immediately to fraudalerts@mifinity.com
Never share your personal or log in details for your MiFinity account and if you suspect that you may have been contacted by someone pertaining to be MiFinity contact us immediately.

I have received an email for a failed log in what do I do?
If you receive an email notifying you of a failed log in attempt that was not carried out by you, please report this to MiFinity fraud team immediately at fraudalerts@mifinity.com and change your password.

How am I protected against fraud?
MiFinity operate a sophisticated fraud alert system which monitors all activity on our platform for suspicious activity. We have in place prevention measure which safeguard you from being the victim of a phishing scam or an attack, however if it important that you take precautions to protect yourself online using your MiFinity e-Wallet.
• Never share passwords or account details
• Never leave your account open and unattended
• If you see something suspicious, report it immediately
• Review your transactions regularly for any unusual transactions
• Change your password regularly