Frequently Asked Questions
General
- I cannot find MONILINK™ on my mobile phone.
- Is my mobile network operator participating?
- Will MONILINK work on my phone?
- Are there any known problems when using MONILINK™ with my mobile phone?
- Is MONILINK™ secure?
- Can I use MONILINK™ if I live abroad?
- Data Protection Act
Mobile Phone Banking International Money Transfers Service
- What is Mobile Phone Banking International Money Transfers Service?
- Who is it available to?
- Is the international money transfers service secure?
- Is there a charge?
- How do I find out more about the International Money Transfers Service?
Registration
Usage
- What happens if I have forgotten my passcode?
- What happens if I change my mobile phone?
- What happens if I change my SIM card?
- What happens if I change my mobile phone number?
- What if I delete MONILINK™ by accident?
- What if I change mobile network operator?
- What if I lose my mobile phone?
- What if I lose my card?
- What if I receive a replacement card?
- What if someone steals my passcode?
- Why has my card disappeared from MONILINK™?
- Why has MONILINK™ reported an error?
- Why are there 2 Mobile Phone Banking applications on my handset? How do I delete one?
- Why might I receive a text message containing my account balance?
Charges
I cannot find MONILINK™ on my mobile phone.
Once you have registered and downloaded MONILINK™ onto your mobile phone you will normally find the service in your applications or games menu. For help with MONILINK™ on your mobile try Mobile Phone Help.Is my mobile network operator participating?
The following mobile network operators currently support the service:
- O2
- Orange
- Tesco Mobile
- T-Mobile
- Vodafone
- Virgin Mobile
- 3*
- dot mobile
*Currently available with balance enquiries and mini statements, Top-Ups coming soon.
Mobile network operator
websites
Will MONILINK work on my phone?
MONILINK™ works on most popular mobile phones - if your mobile phone has a camera or games
installed it should support MONILINK™.
To be compatible your mobile phone must:
- Support Java
- Have at least 64kb of free memory
- Be configured with the standard internet data connectivity settings for your network operator (GPRS or 3G). These settings are usually pre-installed when you buy the phone. However, if you are unsure or you are having problems connecting to MONILINK™ then see - How do I enable my phone to work with GPRS & WAP?
Support for Apple iPhones and Windows Mobiles is coming soon.
Are there any known problems when using MONILINK™ with my mobile phone?
For help with MONILINK™ problems on your mobile phone check Mobile Phone Help.
Orange
- For Orange phones ensure that Orange GPRS WAP is selected as the default connection type. If Orange GPRS Internet is the only connection type available on your phone you will need to request the settings to be sent to during registration. For more settings guidance see the specific set up instructions for your handset in the Mobile Phone Help.
Is MONILINK™ secure?
The security of MONILINK™ is at the heart of our service. Your MONILINK™ service can only be accessed from your mobile phone using your passcode. We regularly test, update and validate our security model to ensure we maintain a banking grade level of security. We also use recognised and independent security experts to validate the security of MONILINK™.Can I use MONILINK™ if I live abroad?
Yes, but you will need to have a mobile phone from one of our supported UK mobile operators and a UK bank account with a home address registered in the UK. You will also need to ensure that your mobile phone allows ‘international’ roaming — you can request this directly from your mobile operator.Data Protection Act
You can request details of your personal information held by MONILINK™ limited by writing to the Data Controller c/o MONILINK™, PO BOX 568, Harrogate HG1 9BZ and enclosing a cheque for £10 payable to MONILINK™.What is Mobile Phone Banking International Money Transfers Service?
The Mobile Phone Banking International Money Transfers Service enables Polish NW Welcome Account customers to make commission free international transfers to PKO BP Bank accounts, and NW NRI Welcome Account customers to make commission free international transfers to ABN AMRO India bank accounts.Who is it available to?
Is the international money transfers service secure?
Yes – It has been developed with some of the world's leading banking security companies, and uses the same secure system as UK cash machines.No bank account information is held on your mobile, and every time you want to use the service, you need to enter a passcode that you set yourself.
All the information is 256 bit encrypted; this is a very high level of securityIs there a charge?
International money transfers made from NW Welcome Accounts to any PKO BP account in Poland and from NW NRI Welcome account to ABN AMRO India accounts are commission free however foreign exchange rates will apply if you are transferring in Polish zloty or Indian rupees.How do I find out more about the International Money Transfers Service?
You can find out more about the service by visiting the International Money Transfers Service pageWhy did my card fail verification?
For security reasons we cannot reveal details of why a card has failed verification. You should check all of the card details carefully or contact your bank directly.How do I enable my phone to work with GPRS & WAP?
For MONILINK™ to work on your mobile phone you need to have GPRS enabled and up to date WAP settings.
For the latest WAP settings please begin registration and when prompted select get the latest settings.
Alternatively, please use the following link to update your WAP settings:
http://monilink.wdsglobal.com/monilink/phonefirst
What happens if I have forgotten my passcode?
If you forget your passcode then text ‘code’ to 82428 and we will post a new passcode to you. We will send this to the address registered for your main card.
What happens if I change my mobile phone?
Please ensure that you delete the service from your old mobile phone before disposal. If you replace your mobile phone and keep the same telephone number you can simply download the service again by texting 'NW' to 82428. You will then be able to enter your existing passcode and use the service immediately.
What happens if I change my SIM card?
If your mobile number remains the same then no action is necessary. If your mobile number changes then you will need to re-register for the service as if you were a new customer.
What happens if I change my mobile phone number?
You will need to re-register for the service as if you were a new customer.
What if I delete MONILINK™ by accident?
If you remove MONILINK™ for any reason, you can simply download the service again by texting 'NW' to 82428. You will then be able to enter your existing passcode and use the service immediately.
What if I change mobile network operator?
If your new mobile network operator is participating in the service and your mobile phone and number remain the same then you will be able to use MONILINK™ without interruption. Also see What happens if I change my mobile phone? and What happens if I change my mobile number?
What if I lose my mobile phone?
Report the loss to your mobile network operator who will bar the phone and stop it from functioning. As long as your passcode remains secure then it will protect you from fraudulent use of MONILINK™. In most cases you will receive a replacement mobile phone but retain your original number but in some circumstances you may receive a new number entirely.
What if I lose my card?
Contact your bank and report your card as lost. Your bank will usually send you a replacement card within a few working days. (Please refer to your bank’s terms and conditions for more information on reporting lost cards).When you receive a replacement card from your bank, you will need to update your card details, following the instructions below.
- Launch MONILINK on your mobile phone.
- Enter your passcode.
- From the main menu select Options, then Card Options.
- Select your card from the list and select Update Card.
- Follow the on-screen instructions to update your card.
If you try to use the card that has been reported lost, MONILINK will delete it automatically. If this happens, to add your replacement card;
- Launch MONILINK on your mobile phone.
- Enter your passcode.
- From the main menu select Options, then Card Options.
- Select your card from the list and select Add Card.
- Follow the on-screen instructions to add your card.
What if I receive a replacement card?
You will need to update your card details with the details for your new card. Do this following the instructions below.- Launch MONILINK on your mobile phone.
- Enter your passcode.
- From the main menu select Options, then Card Options.
- Select your card from the list and select Update Card.
- Follow the on-screen instructions to update your card.
What if someone steals my passcode?
If you suspect someone has your passcode then use the Change Passcode function in the service. In order to use the service to access your account someone would need to know your passcode AND have access to your mobile phone — so even if your mobile phone is stolen your account remains protected.
Why has my card disappeared from MONILINK™?
Cards are only ever automatically removed from MONILINK™ for security reasons, such as a card being reported stolen.
Why has MONILINK™ reported an error?
If you get any error when you first try to use MONILINK™ then there may be a problem with your phone settings. Mobile Phone Help will give you advice on setting up your phone for MONILINK™.
If you get a Service Unavailable error then we recommend you try again later. Occasionally, we need to make changes to the service which require a temporary halt in the service.
If you get a Network Unavailable error then we recommend that you try again later. It is most likely that you are out of network coverage.
If you get a Network Timeout then we recommend that you try again. Network timeouts can be caused by a number of factors, such as:
- high usage of the mobile network
- poor signal strength
- certain older phones with a slower version of GPRS
Why are there 2 Mobile Phone Banking applications on my handset? How do I delete one?
We may upgrade your Mobile Phone application from time to time with new content. You may as the result receive an application upgrade.
In that event, simply highlight the older Mobile Phone Banking icon on your handset, select Options and then select delete or remove.
Why might I receive a text message containing my account balance?
As a customer registered since 23rd June 2008, MONILINK automatically sends you a text message every Monday morning between 8am and 12pm containing your overnight account balance.
If you want to change the date or time of this text message, simply log into NatWest mobile banking on your handset, select Text Services, select Weekly Balance and select Change day/time.
How much does MONILINK™ cost?
If you have a NatWest Advantage Blue, Advantage Gold, Advantage Private accounts then from 1st February 2008 until we notify you otherwise you will not be charged directly for your use of MONILINK™ Mobile Phone Banking: the cost for doing so will be included within the charges for your account.
If you have any NatWest current account other than a NatWest Advantage Blue, Advantage Gold, Advantage Private account then for the period 1st February 2008 to 31st December 2008 inclusive, all such customers will receive MONILINK™ Mobile Phone Banking free. From 1st January 2009 until we notify you otherwise a fixed monthly fee of £2.50 will be debited from your mobile phone account in respect of your use of MONILINK™ Mobile Phone Banking.
Mobile phone Top-Ups: There is no service charge for Top-Ups. Mobile phone Top-Ups will be debited directly from your current account and will be shown on your current account statement.
Addition overseas network charges may apply when used. All charges include VAT.
