FAQ

General

What is Fonmoney?

Fonmoney is an online service that allows you to send money in the shape of mobile airtime (also called a top-up) or directly to a bank account in various countries around the world.

Where can I find my Transaction ID?

Registered users will find all their transactions listed under "My Account". For users who have not registered, we recommend making a note of the transaction ID right away, so that we can refer to it if there is an error or question.

Who do I contact if I need help?

Please contact our support team by clicking here.

What is VAT and why do I have to pay it when I top up a phone?

Every country's government charges taxes for purchasing goods or services. This tax is called VAT, and is added to mobile phone charges as well. For example, Romania charges a VAT of 20% each time you charge your phone.

What happens to my personal information?

Fonmoney treats your personal information securely and confidentially. It is not shared with third parties. This data is only used for your transactions and information about our services. For more information please view our Privacy and Cookie Statement.

How can I pay on Fonmoney?

We offer three different payment methods: via credit card, Paysafecard or direct wire (SOFORT Banking)

Top-Up

How do I send mobile top-up on Fonmoney?

Fonmoney is very simple to use. Just type in the number you wish to recharge and select how much top-up you want to send. Then decide how you wish to pay. We offer paying via credit card, direct wire or Paysafecard. As soon as the transaction is complete, a notification is sent to the number with the updated balance.

How long does it take to top up a mobile phone?

The top-up only takes a few moments. As soon as the payment goes through, the number is topped up, and receives a confirmation message.

What happens if I top up the wrong number?

If you have accidentally topped up the wrong number there is nothing we can do. We cannot get you a refund, so please verify the number you enter.

Does the top-up expire at some point?

Depending on the prepaid plan, the credit may expire after some time. Please check with your mobile provider.

How does the recipient of the top-up find out about the transaction?

Immediately after the top-up has been sent, the prepaid phone will receive a message from the mobile carrier with the new prepaid balance.

What should I do if the top-up was not received?

If the problem is an incorrectly entered number, there is nothing we can do. If everything was done correctly, please contact our support team.

What do “number could not be checked” or “number invalid” mean?

If you get the notification “number could not be checked”, our system is temporarily unavailable. If you get the notification “number invalid”, it means the number was not entered correctly, or the provider is not supported.

Online Banking

What is an IBAN?

IBAN stands for International Bank Account Number. It is attached to bank accounts in most of the EU countries. The code tells us where the bank account is, the name of the bank, as well as the person it belongs to, and the account number itself.

How do I send money to a bank account with Fonmoney?

With Fonmoney you can send money to a bank account in various countries. To do so, you will only need the recipient's IBAN and their first and last name. Fonmoney is legally obligated to obtain certain personal information, so we have ask you to verify your passport or a bill that confirms your address, but we save this data confidentially and securely. We only require this confirmation once. A money transfer takes aproximately 1-2 working days so be aware of bank holidays.

How long will it take to deposit money in someone's bank account?

It usually takes 1-2 business days for the money to arrive.

Can I make a transfer from my phone or tablet?

Yes, of course!

How will I know that the money has arrived?

Fonmoney sends an e-mail letting the sender know the transfer was completed.

Why was my transfer order rejected?

There are several reasons your order may have been rejected:
- The IBAN you entered was incomplete.
- The IBAN you entered does not match the name it is registered to.
- If using SOFORT banking, the bank denied the transfer.
- If using a Paysafecard, the credit has expired or has insufficient funds.
- If paying with credit card, the operator denied the charge.

Is there a limit to how much I can send?

Yes, depending on the country you are sending to. Please refer to the country page for more information.

Why do you need to verify my identity, and how long does that take?

Fonmoney is regulated by the FCA and has the highest security standards in place. In order to comply with the rules and regulations of the FCA we are obligated to request certain personal information from you to verify your identity for some cases, such as:

- (Recipient-) Country specific regulations
- If the size of your transfer exceeds a certain limit
- If you make frequent transactions.

In order to make a bank transfer, we need to verify your address and identity. We will ask you to send us a high resolution scan or copy of the photo page of a legal document, such as a passport or driving licence.

It is important that the name on the document corresponds with that entered during registration. It is also important that the addresses correspond with each other.

Once you have uploaded it, and everything looks good, we will send you a confirmation, and off you go!