You can contact our Customer Services team 24 hours a day, seven days a week, 365 days a year. Get in touch by:

• Calling us on 353 (1) 705 8000

• Emailing us at customerservices@anpostmoney.com

• Writing to us at An Post Money, Billpost, Enterprise House, Cappa Road, Kilrush, V15 VX23

If you forget your online personal identification number (PIN), it is quick and easy to set up a new one. To do this:

1. Go to the login page of your account where you will need your user ID
2. Click on Forgotten Your Online PIN
3. Select your new PIN and you will receive an authorisation code to your mobile phone
4. Enter the code and reset your PIN

If you forget your card PIN or user ID, you can get a reminder by calling us on 353 (1) 705 8000.

If your card is lost or stolen, you must get in touch with us immediately by calling Customer Services on freephone 1800 267 678. We will cancel your card and issue a replacement card within five to seven working days.


When you receive your replacement card please sign the signature strip on the back of the card and call 353 (1) 705 8000 to activate it and retrieve your PIN.

Failure to report a lost or stolen card may see you lose some or all of the money in the same way as if you lost cash.

If your card is lost, stolen or damaged, you can get up to €200 in emergency cash, provided your account is in credit to this amount, at any post office during opening hours.

Just log in to your account and select Quick Actions - Emergency Cash or contact Customer Services on 353 (1) 705 8000.

The following limits apply to your account:

Transaction	Limit per transaction
Daily cash lodgement at a post office	€5,000
Daily debit card load	€5,000
Online limit per beneficiary	€2,000
Minimum lodgement	€1
Maximum daily post office withdrawal*	€3,000
Maximum daily ATM withdrawal**	€600

*Withdrawals of over €1,000 require photo ID
**This may vary at ATMs outside Ireland

You can open a joint current account with a maximum of two account holders. Both of you will be required to attend the post office to open the account so your identity can be verified.

You will share the same account number (IBAN) but will each have your own unique current account card, user ID, online PIN and 16-digit card number.

For security purposes each account holder will need to submit a separate e-mail address. Account holders can have the same or different home addresses.

Your funds are managed by An Post and are held in a segregated account with authorised credit institutions or in assets approved by the Central Bank of Ireland.

In the unlikely event of a default by one of our counterparties, we will be responsible for making good the shortfall in funds.

An Post is not a member of the Central Bank’s Deposit Guarantee Scheme as this scheme is restricted to credit institutions only.

Open banking makes it easier to transfer your bank account from one bank to another and is the result of a European directive.
An Post is offering open banking to its customers through the provisions of the European PSD2 directive, and is establishing a dedicated electronic way to make it possible.
An Post will use the TokenOS platform (provided by Token.io Limited) which directly supports and interacts with third party providers (TPP’s) , offering a ‘gateway’ through which TPP’s can gain access to the An Post system. This access is provided to approved TPP’s following a verification and testing process carried out by Token on behalf of An Post. 
An Post welcomes the opportunity to provide Third Party Providers with Open Banking access through this process and has prepared a TPP Testing and Onboarding Procedure document which explains the process and provides the necessary liaison points making sure we can closely support each TPP going through this journey.
The possibility exists today to on-board with Token and to verify that the TPP PSD2 API is working correctly and is compatible. Once the An Post Open Banking service is implemented in production (no later than September 14, 2019), customers will be in a position to benefit from open banking access via connected TPP’s. Prior to this time, the An Post open banking service will be in a test environment, and arrangements ca be made for end-to-end TPP testing prior to production implementation. Target date for this capability is currently mid-July to early August 2019.

If want to make a complaint, you can get in touch with us:

• By calling us on 353 (1) 705 8000

• By emailing us at customerservices@anpostmoney.com

• By writing to us at Smart Account, BillPost, Enterprise House, Cappa Road, Kilrush, Co Clare, V15 VX23

If you remain unhappy with the response you receive, you can contact the Financial Services and Pensions Ombudsman, Third Floor, Lincoln House, Lincoln Place, Dublin 2, DO2 VH29.

You can notify us of the following by using the relevant form:

• Change of name or address (PDF, 641KB)

• Notification of death (PDF, 602KB)

• Notification of account closure (PDF, 599KB)

Yes, we give you an extra level of security using the Mastercard SecureCode®, offered in partnership with Mastercard.

Every time you buy something online at participating websites, they’ll ask you to enter random characters from your Mastercard SecureCode password to authorise the purchase and confirm you are the card owner.

 

When you first make a purchase with a participating retailer, you will be asked to register for the Mastercard SecureCode service. You can ignore this request once, but you must register the next time in order to be able to buy from participating websites in the future.

You can also pre-register your card before making any online purchases. When you register, you will be asked for your card number and some additional information.

You can check your balance in a number of ways including:

• Online or via the app

• On a mini-statement outlining your six most recent transactions, available at any post office

• On your quarterly statement which you will receive by post

• At certain ATMs

Your account may have three separate balances, one for your main account and one for each of your savings wallets.

The available balance is the amount that is available for you to spend from your account. Your account balance will include the available balance plus the amount you have allocated to your wallets as well as any cheque values that have yet to be cleared.

You can get alerts for any or all of the following transactions, by email, text or online, so you don't have to worry about checking your balance all the time:

• Money paid in

• New payee added

• New direct debit added

• Direct debits paid

• Direct debits failed

• Scheduled payment paid

• Scheduled payment failed

• New current account message

If you don't want to receive alerts, simply turn them off online.

Your account has two savings wallets, which allow you to budget, save or tailor your account to meet your needs, giving you greater control of your finances.

Your wallets can be managed online or through your app and allow you to separate money and set it aside to meet certain bills or expenses or just to save.

Once your money is safely in a wallet, it won’t be deducted for any reason not authorised by you and won’t be accessible for purchases or withdrawals with your debit card.

You can use your wallets as you choose and even name them. For instance, one wallet could be called Rent and Bills while the other could be named Holiday Fund. Setting up your wallets is easy. Simply:

1. Log in to your current account and select Wallets from the menu

2. Follow the instructions to create and name your wallets

Payments go into your main account by default and you then have a number of options including:

• Setting up once-off or regular transfers from your main account to your wallets

• Making transfers from your wallet back to your main account

• Organising outgoing direct debits to be paid directly from a wallet

• Using your wallets to save for a big expense

Your current account offers all the standard features of a traditional account except for an overdraft facility and a chequebook. It has a BIC (Business Identifier Code) and IBAN (International Bank Account Number) and offers you full transactional capability.
The transactions you can carry out include:

Direct debits
Credit transfers 
 

Direct Debits

You can set up direct debits for a safe and convenient way to make regular payments, such as settling insurance or utility bills, from your account.

You can have as many direct debits as you require and they can be paid from your main account or your savings wallets. You can:

• Set up a direct debit by completing a direct debit mandate obtained from the payee, or online or over the phone if those options are available

• Change the account from which the direct debit is paid by filling out this form (change of bank details PDF, 587KB) or by advising the payee of the new IBAN

• Cancel a direct debit by contacting the payee and asking them to stop it

Credit transfers

You can arrange to have money paid into and out of your current account, including salary or pension payments. Use the following form (employer notification PDF, 592KB) to let your employer know your new account details for salary payment.

You can also make and receive payments throughout the Single Euro Payments Area (SEPA), which comprises all 28 European Union member states along with Iceland, Liechtenstein, Monaco, Norway, San Marino and Switzerland.

Anyone to whom you give your IBAN can pay money into your account by credit transfer in the SEPA zone. To make a transfer from your account:

• Log in to your current account

• Choose Make a Payment from Quick Actions

• Select New Payee and enter the payee’s IBAN

• You will get a text message to your mobile phone with an authorisation code

• Enter the code

• Select the amount, date and frequency of the payment

If your card is lost, stolen or damaged or you see a transaction you do not recognise, contact Card Services immediately at the following numbers:

• From Ireland: 1800 535 564

• From outside Ireland: 44 207 649 9404

• If you lose your card while you are abroad, card services will issue a replacement card or send emergency cash to the registered card holder up to the available balance of the card (subject to availability and over 18’s only).

If you forget your PIN, or personal identification number, you can obtain a PIN reminder online by answering the security questions you supplied on your application and following the prompts. You can also call Card Services on:

• From Ireland: 1800 535 564
• From outside Ireland: 44 207 649 9404
• You can change your PIN at any ATM in Europe that offers a PIN change facility.

In some countries, you may be asked for a six-digit PIN, when using a cash machine. Your card uses a standard four-digit PIN, which should be accepted as normal if the cash machine has been set up correctly.

Cash back is not available on your card. Your card may not be used:

• For money transfer (to send money to someone else)

• To purchase goods or services from adult or gambling sites or shops
• For any unlawful activity
• For recurring payments, such as monthly magazine fees.

There are a number of countries and geographical regions where use of the card is currently prohibited. They are:

• Crimea

• Iran

• North Korea

• Sudan

• Syria

If you attempt to withdraw cash from a cash machine or use your card at shops, restaurants, hotels and online in any of these places, your request will be declined.

If you would like to dispute a transaction, you can call the Card Services team at 1800 535 564 and they will check the transaction details for you.

If one of your transactions is not correct, Card Services can dispute this on your behalf. Complete a dispute form (PDF, 278KB) and then email the completed form to Prepaid PPC Disputes@mastercard.com.

To make a complaint, contact Card Services by:

• Calling 1800 535 564 within Ireland or on 44 207 649 9404 from outside Ireland

• Emailing PrepaidmgmtGlobalcomplaints@mastercard.com

• By writing to Service Quality, Access House, Cygnet Road, Hampton, Peterborough PE7 8FJ, UK

If you write to us, for security reasons please do not include your full card number. Just provide the first six and last four digits only, as follows: 123456******7890.

When a complaint is received, we aim to resolve your issues fairly and promptly. If you are not satisfied with the final response you receive you can refer the matter to:

• The Financial Ombudsman Service in the UK

• Financial Services and Pensions Ombudsman

• The EU Online Dispute Resolution Platform
•  

UK Financial Ombudsman Service details:

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk.

Address: Exchange Tower, London, E14 9SR, United Kingdom;

Telephone: 0800 023 4567 or +44 20 7964 0500.

You may also refer your complaint to the Irish Financial Services Ombudsman:

Website: www.fspo.ie

Email: info@fspo.ie

Address: Lincoln House, Lincoln Place, Dublin 2, DO2 VH29, Ireland.

​​​

 

When you use your card at certain restaurants and petrol stations, you may need to have more funds on your card than the value of the transaction you want to make.

This is because the merchant may request more funds than you initially authorised to cover the sale. For instance, restaurants may add a tip or service charge agreed by you or petrol stations may need to to ensure there are sufficient funds available to cover the final cost of automated fuel pump transactions.

The addition of a percentage, or fixed amount, to the value of the transaction authorised by the merchant is called tolerance and is applied as follows:

• Restaurants and other eating places - 15%

• Automated fuel dispensers - £99 sterling or currency equivalent

At restaurants tolerance is only applied to transactions authorised by magnetic stripe rather than by chip or contactless card. At petrol stations tolerance is applied to all automated fuel pump transactions.

The amount authorised by the merchant plus the tolerance is reserved from your card fund until the merchant requests payment or for seven days, whichever is sooner. At that time, the exact final amount is debited from your card.

If the merchant does not settle the final bill within seven days, and sometimes it takes up to 30 days to settle, you should check your transaction history regularly and take this into account to ensure you have sufficient funds available for spending.

If the final settlement amount exceeds the relevant currency balance on the card, the remainder will be funded by converting that amount in the order of priority set out in the Terms and Conditions
If you do not have sufficient funds in your total card fund to cover the value of the transaction plus the tolerance, the transaction will be declined.

For example, you have lunch at a restaurant and the total bill is US$50. You only have $50 on your card and a 15% tolerance applies. If the restaurant tries to charge your card with $50, it will be declined as there will be insufficient funds to cover the bill of $50 plus tolerance of 15%, or €7.50, a total of €57.50.

If the merchant allows, you can use your card to make a partial payment and cover the balance with some other payment method. Just tell the cashier before you start the transaction and confirm the amount you want deducted from your card. This should be processed first with the balance settled in whatever way you choose.

You can find more information on contacting call centres from abroad by visiting the mastercard multicurrency cash passport website.

There are three simple steps:

• Visit mybills.ie and enter your personal details, including your name, postal and email address

• Choose a password and password hint in case you forget your password

• Set up a biller, using your account name and number and a payment method

• Review your details

After registration you will have to wait until your receive your PIN in the post before you can make a payment using a registered payment method.

If you make a payment from Monday through to Thursday, it will be with the biller on the next working day. Payments made on Friday or over the weekend will be with the biller on Monday, or Tuesday in the case of a bank holiday.

Contact the Helpdesk at mybills.ie on 1890 61 71 71 to request a new PIN. Lines are open from 9am to 5:30pm, Monday to Friday. We will send the new PIN to your mybills.ie registered address.

If you forget your password you can use the forgotten password link, which asks you to enter your mybills.ie username. We will then send your password hint to your email address. If you still cannot remember your password, contact the helpdesk at 1890 61 71 71.

No, we currently accept only debit cards and payment made through your bank account. You can set up a maximum of two cards.