Help and Support
Below are answers to common Online Banking questions we receive
You will need the following information to enrol online:
* Your credit card or account details
* The credit limit on your account - you'll find this on your card mailer or recent statement
You will also need to enter some important details about you and your card, and create a username and password. Once you start the enrolment process you will be prompted along the way with all of the information you need to access your account.
If you've enrolled before with another Chill Money credit card account you don't need to enrol again. Just log into your online account and add your second Chill Money credit card account to the same online profile by either going to the account section in the online header or go to the settings menu.
To stay secure, please choose log in details which are easy to remember but difficult to guess and never to give them to anyone else.
- If you've forgotten your log in details, it's easy to reset them if you click on the 'Forgotten your log in details' link on the log in page and follow the instructions. You'll be asked to provide some information about you and your account, choose a new password and then you will be able to access your account.
- Yes, you can get access to view and manage your card online, however only the main cardholder of the account will have access to account maintanence services. You will need to get permission to enrol from the main cardholder as you will need some of their personal details to set up your online profile.
- You can avail of the following services to help you manage your account online * Activate your card(s) * Check your balance, recent transactions and pending transactions, including a detailed description of each transaction by selecting the + sign beside the amount. You can also apply search filters to your transactions and even add a second credit card account to your existing online profile * View and print your eStatements in the Statement menu. * Request a copy of your PIN and order a replacement card in the Services menu. You can also notify us of your travel plans, request a credit limit increase and add new cardholders to your account in this menu. * Request a callback for a Money Transfer or Balance transfer to transfer your available credit to either your current account or repay another credit card * Make debit card payments and request a Direct Debit in the Payments menu * Manage your personal and contact details, along with changing your password in the Settings menu
- We don't currently have an app version of the site, however our online banking site has been designed for mobile and tablet. You can bookmark the site onto your phone or tablet's homescreen for faster access. While you are on our log in page: *Android Click the Menu icon and select Add to Home screen *iOS Click the Share icon and select Add to Home screen
- You will need the following information to enrol online: * Your credit card or account details * The credit limit on your account - you'll find this on your card mailer or recent statement You will also need to enter some important details about you and your card, and create a username and password. Once you start the enrolment process you will be prompted along the way with all of the information you need to access your account. If you've enrolled before with another Chill Money credit card account you don't need to enrol again. Just log into your online account and add your second Chill Money credit card account to the same online profile by either going to the account section in the online header or go to the settings menu.
- You will need to activate your card online so we know you’ve received your new credit card safely. You will be prompted to activate your card once you enrol your card for the first time and you will also get a reminder on your Home page.
- The current monthly rates that apply to your account can be viewed on your eStatement. If you have any questions relating to your interest rate, please call our Customer Service Team on 0818 812 800, they are available from 8am to 8pm Monday to Friday and 8am to 2pm on Saturday, excluding Bank Holidays.
- Interest will be charged on all transactions, handling fees and default charges starting on the date that they are posted or applied to your account and ending on the date that you pay the total account balance in full. You will not be charged interest on the card purchases shown on your current statement, if you pay off the total account balance shown on that current statement by the payment due date shown on that statement, provided you have also paid off the total account balance shown on the previous month’s statement by the payment due date shown on that statement. We calculate retail interest each day so the earlier you make the payment, the less retail interest you will have to pay. Interest will appear as a “finance charge” on your statement.
- The following fees may apply to your account: * Late fee of €15.24 each time your minimum payment has not reached your account in cleared funds by the date that payment is due. At least your minimum payment must be cleared onto your account before this date to remain in compliance with your Avantcard agreement. Accounts with payments received after the due date shown on your statement are subject to late fees. * Over Limit fee of €12.70 charged and applied once on any monthly statement if, and when, you are over your credit limit at any time during that statement period. * Returned Payment fee of €19.05 each time we return a direct debit or another item for payment into your account is unpaid. * Cash Handling Fee of 1.5% (minimum €2.50, no maximum) is applied to your account when you make a cash transaction. A cash transaction is any transaction through which you receive cash or cash substitute by using your card or card number. Examples would be when you withdraw cash from an ATM or bank, when you purchase foreign currency, or when you make gambling transactions. * Foreign Exchange Commission of 2.65% of the value of each foreign exchange transaction if you make a transaction in a currency other than euro. The amount will be changed into euro using an exchange rate based on the reference exchange rate which is the exchange rate set by Mastercard which is available from their website: www.mastercard.com/us/personal/en/cardholderservices/currencyconversion/index.html We will add the foreign exchange commission charge to your account. * Government Stamp Duty - Each year the government charges a tax (stamp duty) on all cards issued by financial institutions. The duty is applicable to each unique card/account you have in your own name, the amount of tax due changes from year to year depending on the amount set in each budget. Current rates and further details can be found at the Revenue Commissioners website: www.revenue.ie * Payments at the post office - the processing fee for all payments made over the counter at the post office is €0.97
The first thing to do is understand your financial situation by reviewing your financial circumstances, for example with the free budget planner located on the It’s Your Money website. Secondly, check if you have insurance (such as payment protection insurance) and, if you do, check your policy to see if you can make a claim. Thirdly, if you do have concerns, you can print, complete and return our Income and Expenditure form to:
Po Box 25
Carrick on Shannon
Co. Leitrim You can call us with the details of your incomings and outgoings on 0818 555 837 to discuss the options available to you or you can contact MABS for assistance Money Advice and Budgeting Service www.mabs.ie Lo Call: 1890 283 438
- If a transaction is showing on your statement that you believe is incorrect, please check if any additional cardholders on your account have carried out the transaction. You can also find out more details about the transaction online by selecting the + sign beside the transaction. This will give you the date of the transaction, the card used and the merchant type. Some companies may charge under a different name (e.g. their parent company) so you could try searching the internet to identify a merchant and find their telephone number so you can contact them. If you still do not recognise the transaction, please contact our Customer Service Team. They are available on 0818 812 800 from 8am to 8pm Monday to Friday and 8am to 2pm on Saturday, excluding Bank Holidays. Please try to notify us within 30 days of the statement date so we can help you obtain a refund.
- You should first contact the merchant and/or the company’s administrator, if possible by telephone, or visit their web site for up to date information. If you are unable to resolve your query directly with them you can call our Customer Service team for additional assistance. They are available on 0818 812 800 from 8am to 8pm Monday to Friday and 8am to 2pm on Saturday, excluding Bank Holidays.
- We cannot cancel a transaction after it has been made so you will need to contact the retailer directly to cancel the transaction or request a refund. However, If you are unable to resolve your query directly with them you can call our Customer Service team for additional assistance. They are available on 0818 812 800 from 8am to 8pm Monday to Friday and 8am to 2pm on Saturday, excluding Bank Holidays.
- If you’ve previously authorised a merchant to charge regular amounts to your account (e.g. annual subscriptions or insurances) but want to cancel future payments, you must notify the merchant directly. If you are unable to resolve your query directly with them you can call our Customer Service team for additional assistance. They are available on 0818 812 800 from 8am to 8pm Monday to Friday and 8am to 2pm on Saturday, excluding Bank Holidays.
- If your credit card is used without your knowledge or consent, or goes missing, please call our 24 hour Lost & Stolen Team on 0818 812 800. They will block your card immediately, investigate any unrecognised transactions and assist you in obtaining a refund through the Mastercard chargeback process if possible.
- You should first contact the merchant by email or telephone. If you are unable to resolve your query directly with them you can call our Customer Service team for additional assistance on 0818 812 800, 8am to 8pm Monday to Friday and 8am to 2pm on Saturday, excluding Bank Holidays. They will help you get a refund through the Mastercard chargeback process.
- You will receive an email from us around the same time each month to let you know that your statement is ready to view online. This statement will tell you the minimum amount you need to pay and the date the payment is due. In some cases we can change your statement date so your payment due date falls at a different time in the month. Please talk to our Customer Service Team about your options on 0818 812 800 between 8am to 8pm Monday to Friday, 8am and 2pm on Saturdays, excluding Bank Holidays.
- Check that the email address we hold for you is correct. You can do this by logging into your online banking account in your Settings menu. If the email address you have provided is a business email account then the firewall may be blocking the email being delivered. Finally check your 'junk/spam' inbox and if the email is located there then add the email to your safe list.
- There is no option to receive your statements in the post, however you will receive an email from us around the same time each month to let you know that your statement is ready to view online. You can also print a PDF version of each statement by clicking on the “Open” button beside the statement month you need.
- You can print a copy of your statement by clicking on the “Open” button beside the statement month you need.
- There will be no statement available to view if a statement has not been generated for that month - this can arise if there was no balance on your account at that time.
- The minimum payment you must pay by the due date as shown on your statement each month, will be an amount calculated as follows: • If your statement balance is €25 or less, it will be the total amount of the balance shown • If your statement balance is more than €25, your minimum payment will be the greater amount of either: €25 or 1% of your statement balance before any default charges, processing fees, Mastercard foreign currency fees and interest (to which we'll then add an amount equal to the default charges, processing fees, Mastercard foreign currency fees and interest). Your minimum payment will not exceed the balance shown on your statement.
- Making payments on time is an important part of managing your credit card and shows you can manage your finances responsibly. You will find the minimum payment amount you need to pay and the date the payment is due either on your statement or online. There are a number of ways you can make payments to your account: Payments directly from your current account To pay online, by telephone banking or standing order via your bank account provider you will need the details below • Our BIC which is CITIIE2X • Our IBAN IE90CITI99005117683012 • Your 16 digit credit card account number which begins with 245. You will find this number on your statement. Using any other information as a reference will result in your payment being returned. You can make your monthly payment the easy way by setting up a direct debit on your credit card account. You can relax knowing that either your minimum payment or full balance will be paid without the hassle of making a manual payment. You can request a direct debit mandate online here. You should allow 5 business days for the payment to reach your account by your payment due date Payments via the Post Office You will need to bring your payment (cash or debit card) along with your giro slip (at the bottom of your statement) or credit card to the post office. You should allow 3 business days for the payment to reach your account There is a processing fee for all payments to your account made over the counter at the post office is €0.97. No interest will be charged on this fee Payments directly to us You can make debit card payments any time on your online banking account. Payments made before 4.00pm on business days will be credited to your credit card account the next business day. Payments made after 4.00pm or on weekends and Bank Holidays will be credited to your account in 2 business days. You can also pay with your VISA or Mastercard debit card over the phone, 24 hours a day, 7 days a week, by calling us on 0818 812 800 and selecting the “make a payment” option from the menu. Business days exclude weekends and bank holidays
- You can make payments online by debit card for any amount, at any time in the Payments menu. Payments made before 4pm will be credited to your account within 1 business day, after 4pm it will take a further day - business days excludes weekends and bank holidays
- There are different timescales depending on what payment method you use. * Payments directly from your bank account via your bank's online banking, telephone banking or standing order may take up to 5 business days * Payments via the Post Office may take up to 3 business days * Payments directly to us through your credit card online banking account or over the phone before 4pm on business days will be credited to your credit card account the next business day. Payments made after 4.00pm or on weekends and Bank Holidays will be credited to your account in 2 business days.
- Your direct debit payment will be credited to your credit card account on your payment due date or if on a Sunday or Bank Holiday it will be credited the previous business day, and will be debited from your bank account on either the same or the next business day. To find out when your next payment will be debited from your bank, please refer to your latest credit card statement online. Direct debit payments will appear on your bank account statement with the name, ‘Avantcard’. Please note: : If you have any additional payments or credits posted on your account at the time we send the instruction to your bank (normally 7 working days in advance), we will reduce your Direct Debit amount to prevent the Direct Debit plus those credits from collecting more than the balance as shown on your latest statement
- A late payment fee will be charged to your account each time your minimum payment has not reached your account in cleared funds by the date that payment is due. You can check when your next payment is due online. When choosing a payment method, please ensure you know how long it takes for the payment to reach your account - if your payment due date is soon, you should select a quicker payment method. If you forget to make a payment you should make one as soon as possible to bring your account up to date.
- Yes, you can change your PIN to one that you will be able to recall easily without the need to store it anywhere. You can go to the following ATMs in Ireland: Ulster Bank, AIB and Bank of Ireland. It is best to avoid numbers that would be easy to guess such as your date of birth or a common sequence like 9999.
- You can request a copy of your PIN online or by calling our Customer Service Team on 0818 812 800 between 8am to 8pm Monday to Friday, 8am and 2pm on Saturdays, excluding Bank Holidays.
- If your card has been locked at point of sale you will need to contact our Customer Service Team to unlock it for you. You can call them on 0818 812 800 between 8am to 8pm Monday to Friday, 8am and 2pm on Saturdays, excluding Bank Holidays.
- If you need to report your credit card lost or stolen, at any time of the day or night, you can call this freephone number 1800 409 512 or + 353 71 95 94065 from abroad
- You can order a replacement card online under your Services menu. However, if your card has been lost or stolen or the name on the card has changed please call our Customer Service Team on 0818 812 800 as they will need to order a new card for you.
- A replacement credit card will take 5-7 working days from the day your card is ordered.
- Also known as Mastercard SecureCodeTM, 3D Secure is a free and automatic online security service that has been created to give you an extra level of security and help guard your credit card against unauthorised use online. When you make a purchase in a shop using your credit card, you're asked to enter a PIN number to validate the transaction. 3D Secure allows you to validate transactions you make over the internet in a similar way.
- We have introduced a new secure verification system where you will no longer be required to register your credit card or create and remember a password when you shop online.
- Depending on the nature of the transaction, you may occasionally receive a text message to your mobile phone with a one-time passcode. You will have to enter that one-time passcode when completing your payment online. A mobile phone is required to receive a text message with your one-time passcode. You can check your account has the right mobile number in the Settings menu of your online account or by calling our Customer Service Team.
- 3D Secure is an additional security measure so not all websites will use it. However your transactions are always protected against fraudulent use through the Mastercard chargeback scheme.
- You no longer need to register your card for 3D Secure.
- Before you travel: • There’s no need to withdraw large amounts of euro or foreign currency when you can use your credit card in almost every country around the world for both shopping and withdrawing cash at local ATMs. • It is useful for us to know in advance that you are going to be abroad so we know to expect some international transactions and can minimise any inconvenience when using your card - let us know by adding a travel notice to your card online or calling us on 0818 812 800. • Ensure that you have our overseas number +353 71 9594065 written down and saved on your mobile phone - we’ll be here 24 hours a day, 7 days a week if you need our help in the event your card is lost or stolen, no matter where in the world you are. It is also useful to keep a copy of all your important phone numbers in your hotel room. While you’re away: • Your PIN Be careful with your PIN, never give it to anyone for any reason At an ATM, be aware of your surroundings and use an ATM that is in a busy location Remember to always shield your PIN Check the amount you are paying at the retailer’s terminal before entering your PIN • Your card Keep your cards with you rather than packing them in your suitcase and don’t leave your card unattended either in your hotel room or when using it in shops or restaurantsAlways ask for a receipt Make sure that all of your valuables are concealed, especially in cars or on the beach • Our help if you need itIf your credit card is lost or stolen and you require a replacement card or emergency cash while you’re abroad we’re here to help. We can send you a replacement card or cash to most countries throughout the world and often within 48 hours.Mastercard has ATM locators on their website, so you will never be too far away from some extra cash.You have a travel assistance service provided by International SOS Assistance which provides you with a variety of special emergency services to assist you when travelling outside your country of residence, for trips lasting no longer than 90 days. Some of the services incur a charge, which you would be responsible for paying if you were to use those services. Please note this is not insurance and is not a substitute for travel insurance. Find out more here (PDF) • You’re fraud protected If your credit card is used without your knowledge or consent, please call us on 0818 812 800 or +353 71 9594045 from abroad and we will block your card and investigate any potential fraud transactions. It’s important you contact us immediately if you think your card has been lost or stolen or if you notice any unusual transactions on your account. We will be here to answer your call 24 hours a day, 7 days a week. If anyone fraudulently spends on your credit card, or you didn’t receive the goods or services you paid for, we’ll help you get a refund under the Mastercard chargeback scheme.
- • Outside the Eurozone, a cross-border handling fee of 2.65% applies on all transactions • A cash handling fee of 1.5% (minimum €2.50, no maximum) is applied to your account when you make a cash transaction
- Fraud and identity theft are not only a risk to your privacy, but a risk to your finances, so knowing what to look for can help prevent you from becoming a victim. We have systems that monitor your usual credit card spending, so we can detect any unusual spending patterns and prevent attempts by others to use your credit card. Our industry leading Fraud Detection Team monitor your account 24 hours a day, 7 days a week to protect your security whether you are at home or away. However, being aware of how fraudsters try to get you to reveal personal information such as your credit card number, PIN number, passwords, PPSN number or bank account details will help to minimise the risk of fraudulent transactions being charged to your account.
- Fraudsters engage in this activity where they attempt to impersonate your bank, credit card provider, utility company or other entity and ask you to respond by going to a dummy login page where you are requested to enter personal information which can then be used to make fraudulent transactions on your bank or credit card account. The name given to this type of fraud is Phishing. Phishing e-mails may pretend to come from government departments such as the Revenue Commissioner, as well as banks, credit card companies and online shops. They may sound convincing or contain realistic-looking logos and official-sounding text. They may even carry a warning about Phishing. Remember: We will never email and ask you to enter your credit card number, login details or any personal information. If you are in doubt, always delete emails of this nature. By responding to such e-mails or going to the website address on the email and entering your information, you are giving the fraudsters all the information they need to use your credit card to make transactions which may then appear on your monthly statement. Please bear in mind that we will always do everything in our power to help you if there are transactions on your account that are not yours. Extra checks you can make are: • The address used by a counterfeit site may be very similar to our genuine website addresses. Look closely for spelling differences or the use of symbols, e.g. www.chill-money.ie or www.chillmony.ie • Hidden addresses - rest your cursor over a link in an email (but don't click on it) and a box will pop up showing you the link destination - do you recognise it as a legitimate address? If not it could suggest that the sender has something to hide.
- Fraudsters don't only strike online. There has been an increase in hoax phone calls with callers claiming to be bank employees or from large technology companies asking for personal details. If the caller claims to be one of our employees and you have reason to doubt their identity, hang up and, if possible, use a different phone and dial the telephone number at the back of your credit card to check if we have tried to call you. Example: A phone scam that is quite common today is where the caller will claim to be technical support staff from a computer software company. They will usually tell you that they have noticed from their records that you need to have your computer urgently updated, along with a list of dangerous sounding outcomes if you do not – such as a new virus is likely to corrupt your device. These calls can take 2 directions, both of which can lead to fraud on your account: 1. They may ask for remote access to your computer to install a virus which will allow then to obtain your personal details. 2. They may ask you for your credit card details for a payment to “fix” your computer. This may also include a request to give them your card number, expiry, 3 digit CVC number from the back of your card and even your 3D Secure password – this could allow them to either take a payment directly from your card or use your details to order large cash payments via payment channels like the Western Union.
- Skimming is the theft of credit card information used in a legitimate transaction. The fraudster can use a small electronic device (skimmer) to swipe and store credit card numbers. Instances of skimming have been reported where the fraudster has put a device or group of devices illicitly installed on an ATM. More recently made ATMs now often run a picture of what the slot and keypad are supposed to look like as a background, so you can identify if there are any foreign devices attached.
- If your credit card is used without your knowledge or consent, or goes missing, please call our 24 hour Lost & Stolen Team on 0818 812 800. They will block your card immediately, investigate any unrecognised transactions and help you get a refund through the Mastercard chargeback process.