Frequently Asked Questions

Our proprietary AI analyses over 10.5 billion transactions to give you hyper-personalised insights and money-saving prompts.

Anything about your spending, bills, investments or budget. Penny understands natural language and gives instant, helpful answers.

Yes. We use bank-grade encryption, are fully compliant with Open Banking, and never sell your data.

Yes. You can order a Visa debit card and start using Apple Pay or Google Pay instantly.

Yes. Yeeld supports all major UK banks through Open Banking. You can view, manage and analyse your accounts in one place.

Freeze your card instantly in the app and contact Yeeld support for a replacement.

Just use your Yeeld card at participating retailers. Cashback is applied automatically with no forms or extra steps.

Cashback appears in your account shortly after your purchase has cleared.

Yes. Once you upgrade to Yeeld Premium, you can invest through an ISA, General Investment Account (GIA), or a Self-Invested Personal Pension (SIPP), all powered by our trusted partner BlackRock.

You can choose your goals, set your risk level, and manage your portfolio directly in the app.

All investments carry risk, but we only partner with FCA-approved providers and funds are FSCS-protected up to £85,000.

You can deposit or withdraw anytime directly in the app.

Freeze your card and contact our support team immediately via the app, phone or email.

Use the in-app chat (available 24/7), email us, or call. We’re here 7 days a week.

Visit our Help section for user guides and in-depth how-tos.

3DS (also known as ‘Mastercard SecureCode’, ‘Identity Check’ and ‘Verified by Visa’) is a standard which helps to reduce fraud and provide extra security to your online payments.
Authentication is the process by which you identify yourself by sharing secure information that is available only to you. 3DS 2.0 is the latest version and provides a much smoother and safer process for you to authenticate your payments.

Authentication provides an additional layer of security for online transactions, making it harder for fraudsters to gain access to your payment details.

Yes, your card has been enrolled in Mastercard SecureCode (3DS) so that wherever you see the Mastercard SecureCode logo online, your card number will automatically be recognised during checkout. Your card provider is contacted during checkout to confirm your identity as the genuine cardholder.

You will receive a 6-digit One Time Password (OTP) for each online purchase you make at participating merchants. The OTP will be snt by SMS or by email to the mobile phone or email address which you have registered with your card provider. Simply key in the OTP on the authentication page displayed and press the ‘Submit’ button. The OTP will then be verified by your card provider and the transaction will be approved or declined.

The partially masked mobile number and email address will be displayed on the authentication page so that you can check that those details are correct. If the mobile number and email address are incorrect, cancel the transaction and either update your information on the portal or contact Customer Services via the live chat or email support@yeeld.com.

If you ever suspect that a fraudulent purchase has been made using your card, contact Customer Services via the live chat or email support@yeeld.com.

The account provider operates the account for use by the customer.

The account provider makes regular transfers, on the instruction of the customer, of a fixed amount of money from the customer’s account to another account.

The customer permits someone else (recipient) to instruct the account provider to transfer money from the customer’s account to the recipient. The account provider then transfers money to the recipient on a date or dates agreed by the customer and the recipient. The amount may vary.

The account provider refuses a payment from the customer’s account because there is not enough money in it (or it would take the customer past their arranged overdraft limit).

The account provider transfers money, on the instruction of the customer, from the customer’s account to another account in Gibraltar.

The account provider transfers money, on the instruction of the customer, from the customer’s account to another account outside Gibraltar.

Money is sent to the customer’s account from an account outside Gibraltar.

The customer takes cash out of the customer’s account in Pound Sterling at a cash machine, bank, or Post Office in Gibraltar.

The customer withdraws cash out of the customer’s account in a foreign currency at a cash machine or, where available, at a bank outside Gibraltar.

The customer withdraws cash out of the customer’s account in a foreign currency at a cash machine or, where available, at a bank inside Gibraltar.

The customer uses a debit card to make a payment in Pound Sterling. This can be in a shop, online or over the phone.

The customer uses a debit card to make a payment in a foreign currency. This can be in a shop, online or over the phone.

The customer asks the account provider to reverse a transaction.

Yes, currently Yeeld is only available to UK residents.

You must be at least 18 years old to open a Yeeld account.

Our core features are free. We charge for our premium subscription tier which unlocks additional tools and services.

Not at this time, but it’s something we are considering for future updates.

Yes. Our Visa cards are compatible with Apple Pay and Google Pay.

Check your internet connection and app version. If the issue persists, contact Yeeld support.

Please visit our Complaints page or contact Yeeld support via the app, phone or email.

Please get in touch with our support team. We’ll guide you through what we need to help.

Contact our support team and we’ll provide your information securely.

Online fraud is any type of fraudulent activity that uses the internet. This includes scams designed to steal your money, personal information, or both, through websites, emails, social media, and other online platforms.

Payment fraud is a serious issue that affects individuals and businesses alike. It involves any type of fraudulent or illegal activity where someone uses stolen or fake payment information to obtain goods, services, or money.

APP (Authorised Push Payment) fraud is when criminals trick you into voluntarily sending money to their account by pretending to be a legitimate person or organisation. To avoid it:

• Verify the recipient's details before sending money.
• Be wary of urgent requests for money.
• Don't be pressured into making a payment.
• If a deal seems too good to be true, it likely is a scam.
• If you are asked to send money to a new account, that you have not sent money to before, verify that account before sending funds.

Common types include:

• Phishing: Fraudulent emails, texts, or calls tricking you into revealing personal or financial information.
• Skimming: Criminals illegally copying card data at ATMs or point-of-sale terminals.
• Account Takeover: Criminals gaining access to your online banking or e-money account.
• Malware: Malicious software that steals your data.
• Authorised Push Payment (APP) Fraud: Tricking you into sending money to a criminal.

Most common types include:

• Romance scams. The fraudster preys on the victim's need for affection by establishing an online romantic relationship through social media or dating platforms, to later persuade them to send money to the fraudster.
• Investment scams: The scammer sets up a fake investment website promising easy and high returns with little or no risk. When the victim deposits the money, it becomes clear that such a return never existed.
• Advance fee scams: The fraudster sends an email or letter to the victim stating that there is a large sum of money, for example that the victim has won a lottery or an inheritance, but there are some fees that must be paid before the large sum is released.
• CEO scams: The fraudster poses as the victim's boss or senior manager and convinces them to make an urgent payment or change payment details for a contract or supplier. The fraudster gains access to the company's business email account through hacking or spoofing.

• Mule accounts: In this case, the fraudster convinces genuine individuals to act as 'money mules' for him, most often by paying the victim a portion of the fraudulently obtained funds.
The 'mules' may be duped or willing to accept payments into their own e-money accounts from (unknown to them) stolen cards/accounts. They are then instructed to transfer the funds to an account under the fraudster's control.
• Gift card scams: gift cards are similar to cash and scammers exploit this by contacting victims with urgent situations, instructing them to purchase gift cards from specific stores, and providing the card numbers and PINs to access the loaded money, resulting in permanent loss of money for the victim.
• Deepfake: voice fraud is a relatively new method of attack but one that has proven highly effective. As the name suggests, a criminal fakes the voice of somebody else with software that can successfully copy his/her voice via a small audio sample.
• Employment scams: Scammers target job seekers, offering fake employment opportunities or requiring payment for job applications, pre-employment checks, or training.

Key measures include:

• Never share your PIN, passwords, card details, or CVV/CVC code.
• Never share personal documents like passports, national IDs, driving licenses.
• Be cautious of unsolicited emails, texts, or calls asking for personal information.
• Use strong, unique passwords for all your online accounts.
• Regularly check your account statements.
• Keep your devices operating systems, antivirus and anti-malware software up to date.
• Be wary of suspicious websites and online offers.
• Be cautious about online stores where you use your card details. Do some research online
before completing your purchase to make sure the website or app is legitimate.
• Enable two-factor authentication (2FA) wherever possible.
• Only use trusted Wi-Fi networks when using your accounts or making purchases.
• Be very sceptical of anyone asking you to transfer money urgently.

Contactless card fraud occurs when criminals use stolen cards or devices to make small, unauthorized contactless payments. To prevent it:

• Regularly check your statements for unauthorized transactions.
• Consider setting a limit on contactless payments.
• Keep your card safe and secure.
• If your card is lost or stolen, report it immediately.

Phishing involves criminals sending fraudulent messages that appear to be from your payment services provider. These messages often ask for your login credentials, card credentials, personal information, or to click on malicious links.

2FA gives you twice the protection over your emails and social media accounts, which are common entry points that fraudsters try to exploit to get access to your e-money accounts and cards. So even if cyber criminals have gained access to your password, they can't access your email or social media account if they don’t have access to the second factor.
For example, getting a code sent to your mobile phone when you sign in using a new device or change settings such as your password. This control will not trigger every time you check your email or social media account.

• Immediately contact us.
• Change your passwords and PINs.
• Report the incident to the police or relevant authorities.
• Keep a record of all communication and actions taken.

• Immediately report the loss or theft to us.
• Request a new card.
• Check your account for any unauthorized transactions.

For card and account holders living in England, Wales and Northern Ireland who have been a victim of fraud or cybercrime, report it at www.actionfraud.police.uk or by calling 0300 123 2040. In Scotland, victims of fraud and cybercrime should report to Police Scotland on 101.

In Malta, customers can report fraud to the Cyber Crime Unit, Malta Police Force, telephone no. +356 2294 2231, or email: computer.crime@gov.mt

• Europol’s website - Payment Fraud | Europol
• Stop Scams UK - Home - Stop Scams UK
• Action Fraud - Action Fraud
• The UK International Consumer Centre - Common Scams | UKICC - The UK International Consumer Centre
• Crime Prevention – Malta Police - Crime Prevention | The Malta Police Force
• The European Banking Authority (EBA) website - Frauds and scams | European Banking Authority
• National consumer protection agencies.

Open banking allows you to securely share your financial data with authorized third-party providers, making it easier to manage your finances, access tailored services, and view all your accounts in one place. It promotes transparency and enables you to benefit from innovative financial solutions.

Yes, your data is protected by stringent regulatory requirements and shared only with authorised and regulated third parties that comply with data protection standards.

Please find our developer documentation at: https://developer.tell.money/Yeeld

SCA is a regulation designed to enhance the security of electronic payments. It requires multi-factor authentication to verify your identity during certain transactions, typically involving:

● Something you know (password or PIN),
● Something you have (smartphone or device),
● Something you are (fingerprint or facial recognition).

Please look at our complaints process found here

Your complaint will be recorded and assigned to a dedicated team member. We will acknowledge receipt within two business days and aim to resolve simple issues promptly.
Complex cases may take up to 15 business days, with updates provided if longer processing is needed.

The Authorised Push Payment (APP) Fraud Reimbursement rules, that apply to bank and payment service providers for relevant UK consumer accounts, do not apply to the accounts provided by TPL.

Why?

‍Our accounts are issued by a Gibraltar Financial Services Commission (GFSC)-licensed institution (Transact Payments Limited). This is important as the APP Fraud Reimbursement rules apply to relevant UK accounts and our accounts are issued by an institution domiciled and registered in Gibraltar, and are therefore out of scope of the reimbursement rules.

‍What this means?

‍This means that if you are a victim of APP fraud (where a payment is made to a fraudster and authorised by you), you will not be entitled to reimbursement under the conditions set out in the rules.
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Nevertheless, if you fall victim to APP Fraud, we will make every effort to recover your funds, provided you notify us immediately if you suspect or become aware of any fraudulent activity. For more information on how to prevent APP Fraud from happening, please visit our FAQ section on Fraud.

If you’re unhappy with any part of our service, you can make a complaint by contacting us through the Yeeld app, by email and phone.  
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Please visit our Complaints page or contact Yeeld support via the app, phone or email.

Your complaint will be recorded and assigned to a dedicated team member.

Once we receive your complaint, we’ll acknowledge it within two business days and do our best to resolve it straight away.
‍
Most complaints are resolved within 15 business days, but if we need more time, we’ll keep you updated and aim to have it sorted within 35 business days.
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If your complaint is about investments, it can sometimes take a little longer — in these cases, we aim to provide a final response within 8 weeks.
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We’ll always keep you informed of our progress, and you can message us in-app at any time for an update.

If you’re not happy with the outcome of your complaint, there are a few next steps you can take depending on the type of service your complaint relates to.
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For investment-related complaints: If you’re still not satisfied after we’ve responded, and you’re eligible, you can contact the Financial Ombudsman Service (FOS) in the UK for an independent review.
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For all other services: You can escalate your complaint to our issuing partner Transact Payments Limited, or contact the Gibraltar Financial Services Commission (GFSC), who regulate our payment and electronic money services.
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We keep a record of every complaint to ensure it’s properly investigated and to help us improve our services in the future.

Confirmation of Payee (CoP) is an account name-checking service that aims to reduce the risk of accidental or fraudulent payments being sent to the wrong account for UK domestic payments. It operates by verifying the name of the account holder you're intending to pay (payee) against the details held by their accounts service provider.

1. Initiating a Payment: When you initiate a payment to a new payee, we will query the payee's account provider to confirm the account name.
2. Name Verification: The payee's account provider compares the account name you've provided with the details on their records.
3. Result Notification: You will see a CoP Response on your screen indicating one of the following:
o Match: The names match perfectly.
o Close Match: The names are similar but not identical. You may need to verify the details
with the recipient.
o No Match: The names don't match.
o No Data: The account provider does not participate in the Confirmation of Payee service.
4. Payer’s decision: Based on the response, you can decide whether to proceed with payment, change payment details, or cancel the payment.

Although, highly unlikely, errors can occur. In this case, please let us know as soon as you notice something is wrong and we will try to resolve the issue as soon as possible.
The party who is responsible for the error will be liable for the losses incurred because of a payment made in error. Rest assured that if an error does occur, our complaints department will investigate the matter, and we will reimburse you for the amount of the payment made in error as a result of an incorrect CoP response.

• Not a Guarantee: While CoP is a valuable tool, it's not infallible. It's essential to remain vigilant and exercise caution when making payments, especially to unfamiliar recipients.
• Opt-Out Option: Some individuals may choose to opt out of CoP. However, this can limit the
protection offered by the service.
• Staying Informed: Stay updated on the latest information on fraud an financial crime, and
guidance regarding CoP from us and other financial institutions. By understanding the principles and implications of Confirmation of Payee, you can make more informed decisions and protect yourself from potential financial risks.
We keep records of all complaints to make sure issues are properly investigated and to help us improve our services for all customers.