New Terms and Conditions will apply to all existing and new card members from 11:59 pm on December 17, 2021. You can review the updated terms here: https://beta.weswap.com/legal/
Why did I receive an email “Our Terms & Conditions are changing” on 25th November 2021?
You have started your application or completed the validation on the WeSwap 2.0 app for an account/card. While doing so you have accepted our Terms and Conditions and therefore any update/change on the Terms and Conditions need to be communicated to you.
What is changing?
As you are aware, WeSwap have partnered with Manigo to provide our redesigned, faster, and stronger WeSwap app and all the new features to help you to stress less and travel happily. The two additional partners who help us deliver our service are Monavate limited and CurrencyCloud.
Manigo are migrating away from CurrencyCloud, the FCA-regulated E-Money Institution who currently provide Manigo with e-money services to our existing card issuer Monavate limited. Monavate limited is also authorised by the FCA to issue E-Money under the Electronic Money Regulations 2011 with FCA reference number 901097.
Who is Monavate?
The WeSwap Prepaid MasterCard is provided by Monavate limited.
Monavate limited, is authorised by the FCA to issue E-Money under the Electronic Money Regulations 2011 with FCA reference number 901097 and licensed by Visa and MasterCard as a Card Issuer in certain territories and is a Principal Member of Visa and MasterCard.
Your funds will be held by Monavate limited in a secure safeguarded account.
How secure are my funds?
CurrencyCloud currently safeguards for Manigo, with a UK Bank. From 11:59 pm on December 17, 2021 new Terms & Conditions go into effect your funds will be held by Monavate limited in a secure safeguarded account linked to your WeSwap account.
Have any changes been made to the fees and limits?
No. Fees and limits remain the same you can see them here
Can I still use my card?
Yes, your card will continue to work as normal during the notice period and after.
Why can’t I load my account?
We are working hard to have the load functionality available as soon as possible, unfortunately at the moment we don't have an estimate of when this will happen. The card is fully functional, and any available funds can be spent. We will provide regular updates on our website and in app.
I have an account but is not validated, how do I validate my account?
Once you are logged in on the App click on the Settings icon in the top right-hand corner of the home page and then on Personal Details.
At the Bottom of the Personal Details page you will see the status of your verification in the Documents section.
- If you can see Verify OK in green, then you do not need to provide any further documents. You can go ahead and order your new card.
- If you don't see Verify OK, you will be directed to verify documents.
For more information on the documents and how to upload them you can have a look here: How do I validate my account?
What if I don’t want to agree to the movement of my funds?
Per our Terms & Conditions section 1.3 You will be taken to have accepted any change We notify you about, unless you tell Us that you do not agree to it, prior to the relevant change taking effect. In such circumstance, We will treat your notice to Us as notification that you wish to terminate these Terms & Conditions immediately and We will refund the balance on your Card Account. In this circumstance you will not be charged a refund fee.
What happens if I missed the notice period?
As per the notice, your new agreement will automatically start and your card will continue to work as before. Your funds will be automatically migrated to Monavate limited, where they will be held in a safeguarded account. Your card will continue to work as before.
How do I get my balance back to my bank account/Refund
You’ll need to request the refund via email or by the methods stated in the How do I contact customer service below, please providing the following information:
- Card holder name
- Reason for your refund
- Refund amount
- Currency
- The name of your bank (e.g. Barclays)
- Bank sort code
- Bank account number
- IBAN
- BIC/Swift number (don't worry if you don't have this)
- Bank Branch
- PDF version of your current account bank statement, not older than 3 months, where your name and address details can be verified along with account details (IBAN & swift code, or account number and sort code, name of the bank)
Once we’ve received the above information, you'll receive confirmation from us when the process starts.
What about my data if I request to close the account?
As a regulated financial product, we’re subject to strict legal requirements when it comes to what data we must retain following the closure of an account or cancelling of an application.
We’re legally required to hold your information for 7 years following the date of the closure of your account in order to comply with our legal anti-money laundering obligations. This is set out in section 8 of our Privacy Policy. Your information will be stored securely and only accessed should it be required to fulfil a legal obligation (e.g. a request is made from one of our regulators or law enforcement).
However, if your account has not been validated yet and you’d like us to erase your data before that point, please contact us.
How do I contact customer service if I have other questions?
For the quickest response please use our contact us here below by clicking the Help pop-up.
Alternatively, you reach us via the below details.
- Post: WeSwap, MK Fintech Limited, 74 Back Church Lane, Unit 8, London, E1 1LX
- Telephone: +44 (0)2030536610, note this is a voicemail only option
I have already contacted WeSwap when will customer service come back to me?
We’re so happy that so many of you decided to join us on the next stage of our journey and can only apologise for the delay in getting back to you. We’ve been working day and night trying to get back to everyone and resolve their queries.
Please bear with us and we will come back to you as soon as we can.
