Frequently asked questions

Account Features

Anyone over the age of 18 who is a resident in the United Kingdom.

The Xonder card can be used anywhere Prepaid Mastercard cards are accepted.

A prepaid card is a payment card with a monetary value stored on the card itself, not in an external account maintained by a financial institution

Unfortunately, as of right now, we are not accepting any cheque deposits, however we are constantly working on making Xonder the best it can be and that includes finding a smarter solution for depositing cheques.

With Xonder, you can expect to receive:

  • A FREE Xonder business account
  • Your very own business Mastercard with free purchases both at home and abroad
  • Instant invoice creation and payment
  • Fully compliant with Contactless and Google Pay

Yes, the limits on your Xonder account are:

  • Maximum card payment is £10,000 a day
  • Maximum card payment of £50,000 per month
  • 2 ATM withdrawals a day
  • Maximum balance of £100,000

Unfortunately, as of right now, Xonder does not support Apple Pay. Although, this is only temporary and we plan to make Xonder fully compliant with Apple Pay soon.

At the moment, this service is not available to Xonder customers but it is something we are looking into for the future.

Yes! Simply open the Xonder app and head over to the “Statements” section where you will find your monthly statements.

Not yet, but Xonder is looking into making this happen later on in the year.

Any European National ID cards, international driving licences or passports are enough for us to be able to verify your identity.

We will not carry out a credit check; however, we will carry out checks to verify your identity and address using an automated service. If you fail the automated checks, you will be asked to upload the following documents:

  • Proof of ID: Valid Passport, Photo Drivers License & National ID Card
  • Proof of Address: Utility Bill in your name & address dated within the last 3 months.


Your documents will then be verified by our compliance team, who will then contact you when a decision has been made or if they require any further information from you.

In order to open a business account with Xonder, you will need to meet the requirements listed below for eligibility:

  • If you are looking to apply for a limited company account, then you’ll need to be registered with UK Companies House as director of that specific company.
  • If you would like to apply for a sole trader account, you must be either a sole trader or a freelancer based in the UK.

For both account types, you must be at least 18 years old, have a valid UK telephone number and address, and possess a compatible device registered to the UK App Store or Google Play Store.

Part of our mission is to help business owners spend less time and money on admin, and we want to help as many as we can to do so. However, it’s simply not possible for us to onboard just any regular business right now, certain types of businesses can be a bit more complex to approve, so the scope of businesses that can get an account with us is a little smaller.

We aim to make Xonder more accessible in the future, but as of right now we’re not able to onboard these types of businesses:

  • Trading of cryptocurrencies
  • Trading of precious metals and stones
  • Money services (such as foreign exchange, loan providers, money transfers)
  • Casinos, prize draws and other betting or gambling activities
  • Sale of unlicensed pharmaceuticals
  • Sale or trade of cannabidiol (CBD) products
  • Trading of weapons, explosives or armaments
  • Unlicensed trading and processing of scrap metal
  • Unlicensed waste management
  • Sale, import and export of used vehicles or heavy machinery
  • Escort services and other services in the adult industry
  • Bidding fee auctions
  • Modelling agencies
  • Travel agencies
  • Car wash services
  • Political parties
  • Charities
  • CICs and CIOs

We strived to make Xonder’s application process as quick and smooth as possible. Most accounts are usually approved and ready to go within several minutes. Some applications can be more complex and take longer to approve, however you can still expect to receive your business account in a smooth and timely manner.

Unfortunately, registering a charity requires us to follow different rules and regulations to that of a business. This will most likely take us away from Xonder’s core mission. Further down the line, it’s possible we may support these types of organisations, but for the foreseeable future, our main goal is to provide the best financial service for all businesses whether big or small.

No, Xonder does not carry out credit checks! Although, in order to open a business current account, we do conduct an electronic check (run by a third-party service) for the sake of verifying your identity and complying with UK anti-money laundering regulations. These checks will not affect your credit score, however they will show up on your credit report.

Yes! Applicants who are not based in the UK are more than welcome to apply for a Xonder business account, so long as they are directors of the company and it must be registered with UK Companies House. Occasionally, we may perform some additional checks, so we are able to process your application without any hassle.

Also, in order to access the Xonder app, you are required to switch either the App Store or Google Play Store to the UK version.

For iOS users, Xonder runs on iOS 10 and above. For Android users, it runs on Android 5.0.0 and above.

Unfortunately, Xonder is not compatible with any Windows operated phones.

We would like for every small business owner to be able to use Xonder. If you have a disability, please send an email over to to learn how we can help. Please include in your message:

  1. Your name
  2. Your company name (if you are a limited partnership)
  3. Your request
  4. The best way for us to contact you

If you have any further suggestions on how we can improve Xonder, please don’t hesitate to get in touch with us.

To access your account on a new phone, or if you re-install the app after deleting it, you’ll need to complete a quick account recovery process to verify your identity again.

If you’re restoring the apps linked to your previous device, you’ll just need to delete and re-install the Xonder app. For security reasons, entering your passcode on a ‘restored’ version of the app won’t work.

To begin the account recovery process, open the app and tap “I already have an account” at the bottom of the screen.

Production and sandbox APIs are available via Open Banking Developer Portal.

What does this mean for Xonder members?

Members will be able to link third party financial tools directly to their Xonder app by using Open Banking services. You’ll be able to make payments and see your account balance using linked third party apps, and grant access to time saving accounting tools!

Who can integrate with the Open Banking APIs?

Our Production API can be accessed by any authorised TPP who has enrolled on the OBIE Directory and has production Open Banking or eIDAS certificates. Alternatively TPPs may also integrate via our trusted TSP ‘Yapily’.

Our API Sandbox contains a full simulation of our APIs, without connecting to any real customer accounts. Any developer can access the Sandbox using their own self signed certificates. 

Its FREE! You heard right. Xonder is absolutely FREE of charge for anyone to use.

There are no charges whatsoever from Xonder, however you will be charged the exchange rate for the currency specific to the country you are visiting.

GBP payments that are sent within the Xonder app are all made as Faster Payments.

Payments can be made as either:

  • Direct Debits
  • one-off transfers
  • scheduled payments (whether they are future-dated transfers or standing orders)

Yes, Xonder supports Direct Debit, which means you can make all the Direct Debit payments you wish!

A ‘scheduled payment’ is either a recurring or one-time payment from your account in which you send a specific amount of money at a specific time period. This is different from a normal transfer, which allows you to send over money immediately.

‘Standing Orders’ are essentially recurring scheduled payments, for the same amount, at a specific frequency you’re able to choose from.

These payments can easily be set up within the Xonder app.

Faster Payments
  • Faster payments are usually processed instantly with money arriving in your account in a matter of minutes. Certain banks may take around two hours to process Faster Payments. In this situation your money might take a little longer to arrive
  • If you’re waiting for a Bacs transfer, the money should be in your account within roughly three days.
  • CHAPS is short for Clearing House Automated Payment System. These payments are typically for higher-value transactions, such as property or car purchases. Once we receive your CHAPS payment before 3:00 PM, it will arrive in your account the same working day from 4:10 PM to 7:10 PM. All CHAPS payments received after 3:00pm will arrive in your account after 4:10pm the next possible working day. If you are expecting a payment and the money has not arrived within this timeframe, get in touch with us and we will do whatever we can to help. Simply open the app and navigate to ‘Support’ to send us a message.

Yes, Xonder will not charge you for any international payments, however, you may have to pay the exchange rate when abroad.

You can check your PIN at any given time from the app’s home screen. Simply tap on the card icon and select ‘Show PIN’.

If you wish to change your PIN code, it can be done quite easily at a majority of ATMs.

You can change your PIN code in the Xonder app.

Good PIN Practices:

  1. Never share your PIN with anyone
  2. Choose a PIN that is difficult to guess. Do not use date of birth or partial account numbers, and try to avoid using consecutive numbers such as 1234 or repeated numbers such as 0000.
  3. Keep your PIN memorised, don’t write it on your card or put it on a piece of paper with your card. 

After changing the PIN, you need to verify the new PIN on the ATM.

Yes, you may apply for as many business accounts as you wish, each request will be subject to our standard approval criteria.

Our multi-business feature allows you to switch between companies using the same device.

Multi-business access is currently limited to only five companies per device. If you have more than five different companies, you can set up the multi-business feature on additional devices.

Yes! You can use your Xonder account with all the services mentioned above.

Most Xonder members should receive their business debit cards in 2-4 working days. However, if it has not arrived after 5 working days, please contact us.

We will automatically send your card out to your trading address.

If you would like for your card to be sent to another address, simply open the Xonder app and tap More > Profile to change your address.

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 by calling 0203 305 7216.
You can change your company name using the app – just tap More > Profile. If the name has changed with UK Companies House, please get in touch via the Xonder app and we can update it.

Your card might be disabled on the app, in this instance just open the app and follow the steps to reactivate the card. Every 5th contactless payment must be chip and PIN, so this could be why your card isn’t working using contactless.

Yes! If you would like to partner with us, please visit our partners page for more info or email 

Unfortunately, this is not possible. If you are looking to switch between a sole trader and registered company account , you must your existing account with Xonder and open a new one.

We’re sorry to hear that! You can either freeze, cancel or reorder a card from us using the Xonder app – simply tap the card icon located on the home screen.

We apologise if your experience with Xonder has been unsatisfactory. So we’re able to fully understand the problem, please reach out to us with a brief explanation of what has happened and we will look into it for you immediately.

Your Xonder Business account can be set up instantly! In fact, we will send you your sort code and account number within minutes!

If you ever suspect that a fraudulent purchase has been made using your card, contact Customer Services by calling 01213870007 immediately. If, after reviewing the transaction, we believe that it was not authorised by you, you will be refunded as soon as possible, and we will investigate on your behalf. We may need to cancel and replace your card for security reasons. If we need to do so, you will not be charged for a new card and your remaining balance will be transferred across to the new card.

To create an invoice, simply:

  1. Firstly, open the Xonder app on your device and navigate to “Invoice”.
  2. Secondly, edit your template, then tap on “Create New Invoice”.
  3. Thirdly, add some items and VAT if it’s necessary.
  4. Finally, check all the relevant information is correct and send it to your customer.


For more security, visit our website and add “Invoice Protection”.

Yes, all Xonder members can use the Invoicing feature free of charge. You can create, send and even customize invoices with your company logo.

Your details will be filled in automatically for you.

You can change your email address within the invoice settings.

Sole traders are also able to change their name and address.

If you are a limited company you cannot change your name and registered address as the information on your invoices must match the information we provide for your company (for legal reasons).

To change your invoice settings:

  • Open the Xonder app on your device
  • Go to Invoice > Actions (upper right corner)
  • Tap on “Settings”

Direct Debit is an automated payment method that lets you to collect payments from a customer’s bank account.

For small businesses, Direct Debit is a smart way of collecting payment. This is because of two reasons:

Direct Debit is automatically withdrawn from your customer’s bank account

After customers have authorized a Direct Debit mandate from you, you will be able to set up future payments from their bank account. Your customers are always notified of the payment amount and date, but because payments are automated, they don’t have to remember to pay. This means you can spend less time chasing late payments.

Direct Debit payments are bank-to-bank

There is no card network involved in processing Direct Debit payments, therefore costs remain low and there is no risk of payment failure because of expired cards.

A direct debit mandate (also known as an “instruction” or “authorization”) is a form that your customers fill out in order to authorize your business to collect Direct Debit payments from their bank account.

Currently, the best experience for team members is on mobile devices. We’re only able to support team member access on laptops with strong authentication hardware, such as MacBooks with fingerprint readers or computers that have Windows Hello.

If you find your are having trouble on devices with a hardware authenticator, try using Safari on iOS or Chrome on all other platforms.

We are working on a secure way to allow login on other computers.

To revoke team member access on expense cards, simply:

  1. Open the Xonder app on your device.
  2. Go to Expense Cards > More where you will see a list of all the members of your team.
  3. Tap on the name of the member who has left and then you can revoke their access.

Yes, adding users with the same email address they are already using for their Xonder account can make it somewhat easier for them to work with your account, but you may use another email address if you would prefer to do that.

Yes! If you are invited with the email address you already use, you will find a list of companies you can choose from when you’re logged in. If you are prompted with a different email address, follow the invitation link on that same exact device, so then each time you log in, we will ask you which exact login details you would like access for.

We will not charge a fee for the first £300 of withdrawing £ Sterling from ATMs in the UK. After this amount we will charge 1% on the amount withdrawn.

If your business status is changing then a new account will need to be created. This means that you will have to go through the whole registration process and verification process again for this new account. 

You can request to reset your new password from within the app by following these instructions:

Go to Settings (top right) > Change Password (5th option from the top) > Then type in your current password and the new password beneath it. You will be asked to re-enter your new password to confirm it’s correct. 

We’ll notify you that your password has been updated in the app and you’ll be able to use your new password right away. 

If you’re trying to log into your account in the app but can’t remember your passcode, after you tap “log in” you can tap “sign in using email” and log in that way. If you still can’t log in, then try contacting us on 0330 088 2264.

If you want to set up your Xonder account on a new phone or device then all you’ll need to do is ensure you’re using the same number, then that way you can just download the app and login. If you have a new phone number, please call us first to have your account updated.

If you lose your phone, get in touch with our customer service team by calling 0330 088 2664 and we’ll disable the app form your device. Bear in mind that you can still use the app on another device as long as you’ve previously logged in to the app from that device.

Once you’re set up with your new phone, as long as you’re using the same number you can just download the app and login. If you have a new phone number, please call us first to have your account updated. 

Add money to your account from another bank account by using your Xonder account number and sort code. Xonder is part of the Faster Payments network, so the money usually arrives in your account instantly. You can also get your salary paid directly into your Xonder account. 

Your address, email and mobile phone number can all be easily updated from your app:

Open Settings (the cogwheel) > Choose Account Information, Personal Information or Business Information (whichever you wish to update) > Click on the detail that needs changing then click “Update”.

If you need to update your name, please provide us with one of the following documents that are relevant to your situation:

  • A deed poll
  • A marriage certificate
  • A divorce certificate 
  • Updated ID

You can send this to us via the Help section and tap “Need Help?” from within the Settings. From there, someone from our Customer Service team will be on hand to help you out. 

Once there you can send the document as an attachment and we will let you know as soon as it is updated. If you cannot see this feature then please contact us using the Xonder Chat section called “Need Help?” and someone from our Customer Service team will help you through the issue. 

To make sure the Xonder App is as secure as possible, we’ve designed it so that every time you leave the app you are automatically signed out. Also, whenever the app goes into the background after a short period of time, you’ll be asked for your fingerprint or 6-digit passcode when you try to access it again, which means there’s no chance of you forgetting to log out. 

We’d be sorry to see you go, but if you’re sure then you can do so by contacting us via the Xonder Chat section. Go to Settings > Need Help? (at the bottom), and chat to one of our support team to help close down your account.

Please note that if you close a personal GBP account, you won’t be able to open a  new one for another 12 months. 

If you haven’t received your card after the time period mentioned, please get in contact with Customer Service, who are available 24/7, via the Help chat in Settings called “Need Help?”.

The first thing you should do is lock your card from the Card screen in the mobile app. 

Once you’ve done that, it’s worth checking:

  • The list of popular merchants the names they trade under. Merchants sometimes appear under different trading names on your feed and statement. If the merchant doesn’t appear there it might be worth searching the company online. 
  • Subscriptions. A free trial might have rolled into a paid service.
  • Recurring payments. Check if there are any ongoing payments that may have been arranged on a recurring basis.

If you still don’t recognise the card transaction, please get in touch with our Customer Service team as soon as possible on 0330 088 2264.

You can create a standing order or scheduled payment from the app.

  1. Go to the Payments tab and ensure you’ve added the payee you want to pay.
  2. Tap on the payee/ account and then tap Pay. Add details for the amount, reference and then select Schedule.
  3. Your standing order will now appear under the Scheduled tab. 

If you cannot see this then please head over the Xonder support chat which can be found in the Settings at the bottom labelled Need help?

You can see a full breakdown of fees you paid to Xonder Bank by downloading your annual fee statement. Please note, these statements are only available for previous calendar years. You can find the Statement if you go into Settings (right top corner) > Statements > Statement History > Here you can choose from when you wish to see your Statement and even choose a custom date range. 

You can download interest statements for previous tax years, giving a breakdown of the interest you earned. To do this, head into the Settings (top right corner) > Statements > Interest Statements.

If you cannot see this option then please speak to one of our support team by clicking the Need Help tab at the bottom of the Settings page. From there, someone from the Xonder Support Team will help you out. 

Yes. When we close your account, we’ll send your transaction history to you  (unless you opt-out). You can also request your transaction history for a Xonder account that was previously closed.

What’s the process?

  • You can request to receive your transaction history when your account is closed by contacting our customer service team. If you don’t want to receive your transaction history when we close your account, the same options apply: opt-out via the app or get in touch with our customer service team.
  • If you’ve already closed your account, contact our customer support team on 0330 088 2264.
  • Subject to satisfactory ID and verification checks, we’ll send you a confirmation email and an SMS containing a password to access your transaction history. Please note that the link will expire after 60 days, so we recommend that you download and retain a copy of the transaction history for your own records. 

When will I receive my transaction history?
If you opt-in to receive your transaction history when we close your account, we’ll send it within 10 working days. If you request your transaction history after your account was closed, we’ll provide this within 7 working days. 

You can download a statement by following these steps:

  1. Go to Settings (top right corner)
  2. Click on Statements
  3. Choose which Statement you wish to download
  4. Click the download button 

If you haven’t received your card after the time period mentioned, please get in touch with Customer Service, who are available 24/7. 

You can cancel a Direct Debit from the app. Just go to the Scheduled tab in Payments, tap the payments you wish to cancel, then tap the three dots (on Android) or Manage (for iOS) in the top right corner and tap Cancel payment. You’ll need to enter your password here to confirm the cancellation. 

Please note that it’s important to let the organisation know that you no longer need their subscription or service and that you’ve cancelled the Direct Debit, otherwise they may still expect your usual payment.

You can cancel a standing order or regular payment from the app by going to the Scheduled tab in Payments, tapping the payment you wish to cancel, then tapping the three dots (for Android) or Manage (for iOS) in the top right corner and tap Cancel payment. You’ll be required to enter your password here to confirm cancellation. 

It’s easy to edit a standing order or scheduled payment from the app. All you need to di tap Scheduled in the Payments section, click on the payment you wish to edit, then click on the three dots (for Android) or Manage (for iOS) in the top right corner and Edit payment. You will be able to edit all the details of the payment such as the amount, reference, date and frequency. Just tap Save when you’re finished and then the payment will be updated. 

Yes, for fraud prevention, we activate 3D Secure for all our customers across all account types. This happens automatically so you don’t need to do anything 

Try checking that you have sufficient funds, you’ve entered the correct PIN and the card is unlocked and ready to use. Additionally, check the card controls on the Card screen.

You can see why your transaction was declined in your transaction feed. 

As always, we’ll notify you when a payment is made. You can also see completed payments by navigating to your home page. Any payments will show under Recent Transactions. 

We aim to process your CHAPS instruction on the same day, however to prevent fraud and to keep your money safe, we conduct a variety of checks before the payment can be made. We aim in most cases to release payment by 5.30pm, but if we are unable to complete our checks or we need to ask you further information, then the payment may be delayed until the following day. 

Please contact customer services as soon as you can to request this so the payment can be sent on time. 

You will also need to ensure that the payee is set-up on your account and that you have sufficient funds available to cover the payment. We will need to understand the rationale for the payments and any supporting evidence you can provide (Contract, Completion statement, etc.) for the payment. Please have this ready and one of our team will be in touch to discuss this with you. 

Often it is easier to send payments via Faster Payments. If you contact customer services, you can send a maximum of £500,000  via Faster Payments in a day. The upper limit for a single Faster Payment is £250,000. Sending a CHAPS payment costs £20 per payment. Faster Payments is free of  charge.

We consider a range of factors when we calculate what pricing to offer you, including information from multiple credit reference agencies. 

Overdraft limits offered are reviewed carefully to make sure they’re appropriate for you. If you need a larger overdraft, please get in touch with us. We can only review an overdraft application from you every three months, so please make sure it’s at least three months since your last application. 

Once you have received your new debit card, open the Xonder Bank mobile app. Click on Card and tap Activate card. You’ll then be prompted to type in your three-digit CBB number which you can find on the back of your new debit card. 

Please call us immediately on 0330 088 2264 or go into the Xonder app and freeze your card before reporting it as lost/ stolen in the card management settings. Calls may be recorded and monitored for security and training purposes. 

Your default contactless payment limit will be £100 but you can adjust this limit to an amount you prefer in increments of £10. For account cards, go to Card, then choose Card and Payment Limits. In Maximum Contactless Payment Limit, you will find the option to adjust your contactless limit.

Yes, to turn off contactless on your account card, head over to Card and Payment Limits in the Card section. Tap on Maximum Contactless Payment Limit and reduce the limit to £0.

Bear in mnd that due to the way some merchants’ card machines are set up, certain contactless transactions, like the TfL £0.10 card check fee, could still go through.

No, the time between transactions does not matter. The limits are by value. You will have to enter pin once you reach a cumulative amount of consecutive contactless transactions totalling over £300 and for any transaction amount over £100, or any other limit you have set for your contactless card.

There are two contactless limits worth bearing in mind:

Single contactless payment limit

  • This limit is set at £100 per contactless payment by default and you’ll be prompted for Chip & PIN if you exceed this limit. You can adjust this limit to an amount you prefer in Card and Payment Limits for each card you have.

Consecutive contactless payment limit

  • The second limit is £300 and you’ll be prompted to use Chip & PIN if you make further consecutive contactless transactions that exceed this value. This limit cannot be adjusted like the single contactless payment limit.


These limits are in place to keep you safe and to ensure your card is always in the right hands. 

There are no monthly fees a Xonder personal account, and no fees when withdrawing money from ATMs.

We do not currently offer a savings account however we do offer interest on our personal and joint GBP accounts.

Head over to the account switcher in the Xonder app, tap Get another account and then tap Additional Personal Account. Just follow the instructions and your account will be created instantly. 

The debit card you already have can be switched between your main account and your additional account from within the app. Select the account you want to spend from using the account switcher in the Xonder app, go to the Card screen and then follow the instructions on screen to connect your card to that account. Spend as normal and the money will be taken from your chosen account. You can switch between your accounts as many times as you like, whenever you like. 

To close your additional account head to the subscription screen in the app, choose the option to cancel your subscription and follow the instructions. You’ll need to wait for any card transaction on the account to be completed (can take up to 30 days) and there must be no money left in your account. You can re-open your additional account at any time and the same account with the same account details will be reopened. 

Additional GBP accounts are available to personal customers. Please note there are some features available on your first main GBP account which are not available:

  • Personal overdrafts
  • In-credit interest
  • Switching in or out (CASS)

An additional personal GBP account costs £2 per month, and is charged from your main account on a monthly basis.

No, the additional personal GBP account does not pay interest. 

Opening additional accounts within the Xonder app is simple, just tap the main menu (top right corner of the home screen), swipe down to bring up the accounts menu, then tap Open a new account, then select the type of account you would like and follow the instructions required to open the account. 

Please note, the types of additional accounts you can open will depend on the accounts you already hold at Xonder bank:

  • Personal current accounts – If you only hold a business account then you can apply for a personal account. If you already have a personal account you can open one additional account at the cost of £2 per month.
  • Joint current accounts – At present, you can only apply for one joint account.
  • Sole trader accounts – If you’re under the age 25 then you can only hold a maximum of one sole trader account. If you’re over the age of 25 then you can hold a maximum of two sole trader accounts as long as they are for separate businesses.
  • Business accounts – You can apply for as many business accounts as you like as long as they are for separate businesses. A the moment, you cannot apply for an additional business account for the same busines. 

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