Destinations
Years in Market
Customers
General Info
No, Reload is not a bank but a financial technology company offering
banking-like services.
As an EMI we hold your funds in a safeguarding account, which means that
your funds are kept separate from Reload's Balance Sheet and are never
lent, reinvested or put at risk otherwise. Reload is not covered by the
FSCS because we don't use your money or put it at risk. It is only
accessed by you.
The only Reload branch is in our app - everything you may have needed a
branch for in the past you can do on the move, 24 hours a day, 7 days a
week.
Setting Up an Account
Setting up an account is quick and easy. Follow these steps...
Reload provides business accounts for companies of all sizes, all risk
categories and from a variety of industries. You must be over 18 and
agree to our terms and conditions to apply for an account. For full
eligibility, check here.
We offer simple but sophisticated pricing for e-money accounts that
starts as low as €0 per month and your fees depend on your business. The
final decision is made based on your risk profile, for low-risk
businesses, we offer zero monthly fee business accounts. See our
pricing.
While you might already have a bank account,
whether set up in a branch or digitally, Reload offers a unique
set of features aimed at business owners across different
verticals, including high-risk industries targeting B2B
payments, cross-border payments, payout solutions, and various
card products.
With Reload Virtual IBAN, your business can
access various payment choices, including Faster Payments, SEPA,
and SWIFT. You are in the right place if you are looking for the
best business account for international payments. Reload has
launched Connected SWIFT BIC and Mastercard Cross-Border
payments to offer even more efficient payments. We plan to
expand our services quickly and would like you to join us on an
international journey. See our features for the ways we help you
grow your business.
While you might already have a bank account,
whether set up in a branch or digitally, Reload offers a unique
set of features aimed at business owners across different
verticals, including high-risk industries targeting B2B
payments, cross-border transactions, payout solutions, and
various card products.
With Reload Virtual IBAN, your business gains
access to a range of payment options, including Faster Payments,
SEPA, and SWIFT. If you're seeking the best business account for
international payments, you're in the right place. Reload has
introduced Connected SWIFT BIC and Mastercard Cross-Border
payments, adding even more efficiency to your transactions. We
have ambitious plans to rapidly expand our services and would
love to have you join us on this international journey. Explore
our features to discover how we can help your business thrive.
There are a few reasons why your company may
not be eligible for an Reload Current Business account.
The most common ones are:
-
Unsupported type of business activity
-
Unsupported business country
-
Lack of information provided
-
Your entity is outside of our risk appetite
Please note that there is a range of
criteria that apply to every application and if your company
doesn't fall within that criteria, your company may not be
eligible for an Reload business account.
If you have any doubts, feel free to send us
a quick request and our specialist will manually review it to
find the right solution for your company.
Your satisfaction is our priority.
To complete the application process, we will
ask for some details about you and your business.
Documents required for the corporate
entity:
-
Certificate of Incorporation or Registration
-
Memorandum of Association or Articles of Incorporation
-
Shareholders Register (Official documents to identify the shareholding structure and ultimate beneficial owners holding more than 25% and above of the shares)
-
Directors Register
-
Proof of Address of the company (Utility bill or Bank statement in the company's name, issued within the last 3 months)
-
Certificate of Good Standing
-
Licence (if applicable)
-
Source of Wealth (SOW) / Source of Funds (SOF) Information
Documents required for any UBOs over 25%
and at least one director/representative:
-
Passport / National ID Card / Driver's Licence (one of)
-
Proof of Address (Utility bill or Bank statement issued with the last 3 months)
We may ask for further information to assess
your business, the level of information will depend on your
circimstances.
The verification process varies according to the complexity of your
entity and the documents you've submitted. If you haven't received a
response within 48 working hours, we kindly suggest reaching out to our
Customer Support team or your dedicated personal manager (if applicable)
to check the status.
Payment is taken directly from your account at a designated date every
month. You should make sure you have sufficient funds to cover these
fees. If you do not have enough in your account, we will not apply a
penalty or decline payment, but take payment when your account is next
topped up.
Currently, we do not provide any facilities for overdrafts or loans.
The decision could be influenced by various factors, such as incomplete
information. Rest assured, we'll promptly inform about the decision. As
a regulated institution, Reload is dedicated to upholding the highest
standards to protect both our business, the industry, and our valued
customers.
Not as a rule. As a pre-paid account, we don't require credit
information as part of a successful application. However, any financial
application may leave a ‘soft footprint’ on credit files. This should
not affect your credit rating, but is beyond our control.
Account management
The quickest way to get in touch is via chat on our website. Also, you
can reach us via email at [email protected] We are happy to answer your queries from 8 am to 4 pm from
Monday to Friday.
If you would like to change your e-mail address,
please contact our Support Team.
The quickest way to get in touch is via chat on
our website. Also, you can reach us via email at [email protected] or by
phone at +85292855041. We are
happy to answer your queries from 8 am to 4 pm from Monday to
Friday.
If you would like to change your phone number,
please contact our Support Team.
The quickest way to get in touch is via chat on
our website. Also, you can reach us via email at [email protected] or by
phone at +85292855041. We are
happy to answer your queries from 8 am to 4 pm from Monday to
Friday.
We understand your decision to close your
account and we're here to assist you through the process. To
initiate the account closure, kindly reach out to your dedicated
manager or our Customer Support team via email at [email protected] and we
will guide you. Your satisfaction remains our priority.
Money transfers
To find your Account details, please follow
the steps below:
-
Unsupported type of business activity
-
Unsupported business country
-
Lack of information provided
You will be able to see your account details
right there.
If you want to copy the account details, please
click on Copy Details in the bottom right corner.
Enjoy your easy banking!
In order to make a payment, please follow the
steps outlined below:
-
Log in to your account.
-
Tap the blue Transfer button in the top right corner.
-
Select the account you're sending money from the dropdown menu.
-
Choose a money transfer method.
-
Enter the recipient's account number.
-
Input the transfer amount.
-
Click the Transfer button.
The daily amount you can send and receive is up to €230,000 on a daily
basis.
You can add funds to your Reload wallet through
Faster Payments, SEPA, and SWIFT transfers. You will need your
account details to add funds; here are instructions on where to find
them.
Keep in mind that Faster Payments may take a few
hours to complete, even up to one business day, depending on the
other bank. Once the funds are credited to your balance, you'll
receive a push notification.
If an expected payment doesn’t reflect in your
account, please verify the payment details. While this situation is
uncommon, it might be attributed to the following:
-
Your account has reached its Maximum Balance or Reload Account Limits.
-
Your account is inactive, suspended, or blocked.
-
The sender provided inaccurate or invalid account details (double-check these).
-
We suspect fraudulent activity on your Reload Account, or the transfer may be restricted due to legal regulations.
We rarely block payments, typically only in
cases of fraud suspicion or to fulfill regulatory obligations.
Any blocked funds will be promptly released as
soon as we become aware of the payment transaction amount, and
certainly upon receipt of the payment order.
Faster payments is a process that allows our
customers to make payments quickly and securely between UK accounts,
24 hours a day.
Thanks to the Single Euro Payments Area (SEPA), customers can make
cashless euro payments – via credit transfer and direct debit – to
anywhere in the European Union, as well as a number of non-EU countries,
in a fast, safe and efficient way, just like national payments.
SWIFT transfer refers to an electrical method of
funds transferring between banks using the SWIFT network. This
network enables secure and standardised communication for financial
transactions, including international money transfers.
Reload is authorised for a connected BIC that
enables us to participate in the SWIFT network offering
correspondent bank services, making global transactions more
convenient, efficient and with reduced chances of errors in
transaction routing. Reload can monitor the status of international
transactions in real-time, gaining transparency and peace of mind.
You can ask us to refund the payment if all
the following conditions are satisfied:
-
The authorisation given did not specify the exact amount to be paid;
-
The amount that has been charged to your Reload Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns;
-
And you make the refund request within eight weeks of the date when the payment was taken from your Reload Account.
Please note: We may ask you to provide
information and/or documentation as is reasonably necessary to
verify that conditions are met.
If you ask us to make a refund, within 10
Working Days of receiving your request (or if requesting
additional information) we will either:
-
refund the payment in full; or
-
tell you the reasons why we do not agree to the refund.
No, we won't charge you for declined payments. Your financial well-being
is our priority.
There could be various reasons why a refund
might not have been processed, including but not limited to:
-
The payment was made with your consent.
-
If relevant, we (or the person or a Merchant you agreed to pay) provided information on the payment in question at least four weeks before the due date;
-
The payment amount might be higher than anticipated due to fluctuations in the currency exchange rate.
Please know that we're here to assist you and
provide clarity on any queries you might have regarding refunds.
Payments may be declined for a variety of
reasons. This can include declining payments to specific
merchants, particularly those in high-risk industries, or in
accordance with our regulatory obligations. It's always a good
practice to ensure you have sufficient funds in your account and
that the payment does not exceed account limits (in total or in
part).
The timing of your payment processing depends on both the time you
initiated the transaction and the specific type of transfer you've
chosen (FPS, SEPA, SWIFT).
Cards
Mass Card issuing program is designed to fit
different business needs, for example:
-
virtual cards for online media buying;
-
expense cards;
-
payroll cards;
-
payout Cards for various programs;
Mass Card issuing program is designed to fit
different business needs, for example:
-
virtual cards for online media buying;
-
expense cards;
Mass Card issuing program is designed to fit
different business needs, for example:
-
virtual cards for online media buying;
-
expense cards;
-
payroll cards;
Mass Card issuing program is designed to fit
different business needs, for example:
-
virtual cards for online media buying;
-
expense cards;
-
payroll cards;
-
payout Cards for various programs;
-
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-
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The daily ATM withdrawal limit for your account is set at €850/€1000 per
day
or €4250/€5000 per month. This limit ensures security and helps manage
your
finances effectively using ATM.
To order a virtual card, please follow these
steps:
-
Log in to your account.
-
In the Cards section, click on 'Add Cards'.
-
Choose the type of card you wish to issue: Virtual or Plastic.
-
Select the account from which you intend to pay the card issuance fee.
-
Click on 'Pay'.
Congratulations! The virtual card has been
successfully added to your account and is now activated for instant
use.
Start enjoying its benefits right away!
To order a plastic card, please follow these
steps:
-
Log in to your account.
-
In the Cards section, click on 'Add Cards'.
-
Choose 'Plastic' in the field type of the card.
-
Fill out the shipping details form.
-
Select the account from which you intend to pay the card issuance fee.
-
Click 'Pay'.
Your order has been confirmed. Your card will be
delivered within 10 business days. Please remember to activate the
card
once it has been delivered.
To order a plastic card, please follow these
steps:
-
Log in to your account.
-
In the Cards section, click on 'Add Cards.'
-
Choose 'Plastic' in the field type of the card.
-
Fill out the shipping details form.
-
Select the account from which you intend to pay the card issuance fee.
-
Click 'Pay'.
Your order has been confirmed. Your card will be
delivered within 10 business days. Please remember to activate the
card
once it has been delivered.
In order to change your card PIN, please
follow
the steps below:
-
Log in to your account.
-
Scroll down to the Cards section on the main page.
-
Click on the relevant Card.
-
Go to Settings and choose 'Change PIN'.
-
To make sure your funds are secure, choose a PIN that can't easily be guessed by anyone else—for example, don't use 1111, 1234 or your date of birth.
-
Click on save.
Your card PIN is now updated and ready to use.
Thank you for taking the security of your
account
seriously.
In order to freeze your card, please follow
the
steps below:
-
Log in to your account.
-
Scroll down to the Cards section on the main page.
-
Click on the relevant Card.
-
Go to Settings and choose 'Freeze'.
Your card is now temporarily frozen. While your
card
is frozen you will be unable to make payments.
In order to close your card, please contact Customer Support.
If your card is lost or stolen or you
suspect
unrecognised transactions:
-
Freeze your card as soon as you can.
-
Check your transactions, if you see unrecognised transactions that could be fraudulent, contact Customer Support.
-
Reissue your card.
Make sure that you keep your old card frozen
until
the activation of your replacement card.
In most cases, we will reroute the refund to your new or replacement
card.
If you don't have a new card, we will send the refund directly to your
current account.If you have any concerns, you can contact Customer
Support.
Other
Reload is regulated by the FCA as an Electronic Money Institution. In order to meet our regulatory requirements, we are obligated to review accounts and transactions on a regular basis.
This means that from time to time we may be required to temporarily suspend an account while we carry out some checks and/or request further information from you.
We want you to be able to use your Reload account with minimal disruption or delays, however, your ability to use or access the Reload Card or Reload Account may occasionally be interrupted.
We can suspend or cancel your Reload Account or Reload Card at any time with immediate effect without any prior notice, if required to do so to meet our legal obligations. We will, where possible, notify you of this prior to suspension or as soon as is reasonably possible unless the law prevents us from doing so. We only do this if we feel we have no alternative.
We know it can be frustrating if your account is suspended or you cannot access your funds. We cannot always share the reasons for suspending your account during an enquiry, but here you can find the most common reasons for account suspension.
Please contact Customer Services with any problems you are experiencing using your Reload Card or Reload Account and we will endeavour to resolve any problem.
An account could be suspended for a number of reasons, below are just some of them. While an account is under review, we could be liaising with third parties, such as other banks, law enforcement agencies, or compiling reports, which limits us providing specific information or timescales. We will always be working hard to resolve the issue as quickly as possible. Blocking an account is a last resort, and never a decision taken lightly.
Reasons for suspension can include:
- We have reason to suspect that fraud has occurred on your Reload Account,
- we suspect you have acted fraudulently,
- if we believe the information provided is incorrect or we require further information,
- we believe that you are in breach of this Agreement,
- to assist in law enforcement agencies’ investigations,
- we suspect you are involved in illegal activity,
- we are required to do so to meet our regulatory requirements.
Where possible, we will provide two months’ notice prior to suspending your Reload Account or immediately thereafter, however, if any of the above apply, if may not be possible or lawful for us to provide prior notice. We may also suspend your Reload Account while we carry out any investigation, checks and/or contact any relevant parties as required by applicable law, at our sole discretion. We will reinstate your Reload Card or Reload Account or execute the relevant Transaction(s) as soon as practicable after the reasons pursuant to this Clause no longer apply or exist.
We hope that you never feel the need to complain, however, we do understand that sometimes things do go wrong and we will do our best to rectify this.
If you wish to complain please contact us via telephone: +85292855041 , Live Chat or email us at [email protected].
Once received, Customer Services will acknowledge receipt within a Working Day, and conduct an investigation and you will receive a response of its findings within 15 days of receipt of the complaint. In exceptional circumstances where we are unable to reply within the first 15 days, we will reply providing a reason for the delay and deadline for response, not more than 35 days after first receipt of complaint. Unless you are a Large Enterprise or Large Charity, if you are unhappy with the outcome of your complaint you can contact the Financial Ombudsman Service at:
Exchange Tower, London E14 9SR, phone 0800 023 4567 when calling from UK and +44 20 7964 0500 when calling from abroad.
Details of the service offered by the Financial Ombudsman Service are available at www.financial-ombudsman.org.uk.
Due to there being a variety of reasons for an account to be suspended or blocked, there is no definite answer on this. If you are asked for further information, providing this may speed up the process. It is not always possible for us to provide updates on your account, and we thank you for your patience.
To enhance your security, we recommend not sharing your bank credentials, even with your accountant.
You can request the information we hold about you by submititng a Data Subject Access Request.
The quickest way to get in touch is via chat on our website. Also, you can reach us via email at [email protected] or by phone at +85292855041.
Please let us know what type of information you're looking for, and we'll process your request once we've verified your identity.
Interested in discussing a tailored offer for your business?
Fill in the form, and we will contact you.