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The fastest way to get answers to your questions is through our help center. You can find our FAQs there. For anything else, contact us via our in-app chat. We’re happy to help!


Contact an agent immediately through our in app chat support. Open the Ace app --> Help --> Chat.



Account Related Queries


How can i add funds into my ACE account?


  • Online Bank Transfer

    You can add funds via online bank transfer by following the steps below:

    • From the Home screen of your ACE app, tap on “Add Funds”
    • Tap on “Select Method” and tap on “Online Bank Transfer”
    • Enter the amount and tap on “Add Funds”
    • Select your bank from the provided list
    • Authorize the payment from your banking application. (You are only allowed to use your own account)
    • Payment received!

  • Debit Card

    You can add funds via debit card by following the steps below:

    • From the Home screen of your ACE app, tap on “Add Funds”
    • Tap on “Select Method” and tap on “Debit Card”
    • Enter the amount and tap on “Add Funds”
    • Fill in the card details
    • Authorize the payment from your banking application, if required by your bank. (You are only allowed to use your own debit card)
    • Payment received!

    Note: Incoming funds by Debit Card are subject to Limits & Fees, which may or may not be charged by your card provider

  • Google Pay

    You can add funds via “Google Pay” by following the steps below:

    • From the Home screen of your ACE app, tap on “Add Funds”
    • Tap on “Select Method” and tap on “Google Pay”
    • Enter the amount and tap on “Add Funds”
    • Authorize the payment via “Google Pay”.
    • Payment received!

  • Apple Pay

    You can add funds via “Apple Pay” by following the steps below:

    • From the Home screen of your ACE app, tap on “Add Funds”
    • Tap on “Select Method” and tap on Apple Pay”
    • Enter the amount and tap on “Add Funds”
    • Double press the side button to confirm the deposit
    • Payment received!

  • Receive your salary, wages and more:

    Share your sort code and account number with your employer and ask your employer to pay your salary into your ACE account.

    You can also receive money in your ACE account from friends and family using the same information.


I tried to add funds via debit card, but the transaction has been declined.


If funding your account by debit card failed, it could be because:

  • You tried to fund an amount above the daily limit. Try adding funds using Online Bank Transfer method instead
  • You entered incorrect card details
  • There might be a technical issue or disruption to services from your card issuer
  • You have used a debit card that is linked to a bank account with insufficient funds

Note: Always wait a while before attempting again as the pending amount may be reverted.


I forgot my passcode. How do I reset it?


Forgot your passcode? Follow these steps to reset your passcode:

  • Open your ACE application.
  • Tap on ‘Forgot Passcode’
  • Enter your registered phone number and tap on ‘Continue’.
  • Choose a new passcode and enter the verification code received on the registered number and tap on ‘Continue’.
  • After completing the above steps, you will be asked to complete the facial verification once approved your passcode will be updated

How to reset the passcode if I don’t remember the registered number?


Follow these steps to reset your number:

  • Open your ACE application.
  • Tap ‘Forgot number’
  • Enter your registered email and tap on ‘Continue’
  • Enter the 6-digit verification code received on the registered email and tap on continue.
  • You will be provided with the last four digits of your registered contact number. If you remember the registered number, you can login with it.
  • If you still can’t remember the registered number, tap on change the number and add a new number.
  • Set a new passcode.
  • Add the OTP received on your new contact number, complete the facial verification and your number will be updated

How do I change my address?


In order to change the address within the same country, you just need to:

  • Go to your Profile by tapping on the profile icon in the top left corner in the app
  • Select “Account” and then “Personal details.”
  • Change your address under the “Address” section.

Why did you ask me for additional information about the recipient?


As a financial institution, sometimes we need to perform additional checks on the funds that are moving through ACE. This is part of the standard procedure; you might receive an email termed as “RFI” or “RFD” request for additional information or documentation to complete it. Nothing to worry about though, you can easily submit this in reply to the email and we will review it as soon as possible.


How to add documents?


You can add documents by the following method:

  • Login to your account
  • From the home page, tap on your profile icon in the top left corner of the app
  • Tap on “Add ID Document”
  • Select the document type.
  • Take the pictures of the document from front and back (if required)

You have asked for documents to confirm my identity. What do I need?


Sometimes we need more information from you, to confirm you are who you say you are. we are legally obliged to verify you.

When we take additional steps to identify you this means obtaining:

  • A photograph on an official document which confirms your identity (known as proof of identity)
  • Document which can verify your residential address (known as proof of address).

The best way to do this is for us to ask for a government issued document like a passport, along with utility bills, bank statements and other official documents.

The following are examples of acceptable documents:

  • Proof of ID: Government issued passport, driving license, EU Identity Card and Residence Permit
  • Proof of Address: Utility bill / Bank statement dated within the last three months or a Provisional or driving license with your current address on it.

Please contact Customer Support +44 161 414 0040 if you are unable to provide the above.



Which documents can be required to justify my means of income?


We may require any of the following documents for a transfer / account verification:

Proof of funds: As per declared source

  • Pay/wage slips.
  • Account statement having salary credited
  • Solicitor letter, house sale receipt, car sale receipt, etc.
  • Bank loan documents (including mortgages)
  • P60 or P21(Annual tax returns)
  • Self-assessment

(ACE, in line with its compliance policies, reserves the right to ask for any additional documents, hold or reject payments)


I want to delete my data.


You may have read under Data Protection law for example “GDPR” that you have the legal right to delete your data. This is usually correct – it is called your “right to erasure.”

If you want to enact the “right to erasure” you can simply send us an email at [email protected]. At your request, the team will review your account and update you accordingly.

However, we will retain your personal data for as long as necessary under the UK's Data Protection & Money Laundering Regulations as this is a law that applies to us.

For most of you we will need to keep some of your data for a period of 5 years from the end of our business relationship.


How can I earn £20?


You can earn the reward by following simple steps

  • From the home page of your app tap on “Earn £20”
  • Copy or share the link with your friends and family
  • Your Invitee needs to create an account using your invitation link
  • After opening an account, users are required to top up their accounts, order the ACE physical card and make a minimum of one £50 purchase each or a total of £50 in purchases each.

Please be informed the reward will be given in the lots of 5 successful referrals

Please review the full terms and conditions for more details.

How can I download my statement?


To download your statement:

  • Log in to the app.
  • Scroll to the transactions shown on the home page.
  • Tap on “See All”
  • Select the specific duration for the statement by tapping on the calendar icon on the top right corner.
  • Tap on the arrow icon to download your statement.

Payment Related Queries


How can I transfer funds to a new recipient?


We made sending funds to family and friends easy.
Follow these steps:

  • Tap on ‘PAY’
  • Tap on “New Account”
  • Select the receiver type: Personal/Business
  • Enter the receiver’s account details (Sort code, account number)
  • Enter the amount, reference and select the sending reason
  • Enter the receiver Name & phone number (optional)
  • Review your payments details and pay

What recipient account details are required for adding a beneficiary?


To add a beneficiary, you need to add their bank account details (account number & sort code) and recipient’s full name.

I want to cancel my transfer to a bank account.


 You can request a payment to be cancelled if the transfer has not yet been completed. You can also request a recall after the transaction has been processed by sending us an email at [email protected] which includes your transactional details & reason for the recall. After investigation, the team will follow your request and guide you accordingly .

Most common cases for cancellation:

If the recipient account is closed, or incorrect details were used, the transfer should bounce back to your account within 5 working days for local transfers and usually within 3-5 working days for SWIFT. However, it can take more time in some cases.

Transfer sent multiple times by mistake: the easiest way to retrieve the funds is to ask the recipient to pay back the duplicated transfers.

Payment cancelled due to internal assessment of ACE: before cancellation you will be notified of the requirement(s) (If any). Once the payment is cancelled you will get funds back in your account within 2 working days.


How long will it take for the funds to be received by my beneficiary? (For UK only)


Faster Payment transfers are usually instant but may take up to two hours in some cases, if your bank supports this type of transfer, and the amount is less than £1,000,000. In any other case, it will be processed via CHAPS, which can take up to 1 working day.

I have cancelled a Card payment, but the refund is not yet visible in my statement.


Refunds usually take 5 working days but can take up to 15 business days in some scenarios as merchants can either complete the transaction and then refund the money separately or revert the initial transaction and release the money. If a refund hasn't appeared and the timeframe has passed, please contact the merchant prior to raising the dispute.

Why do I need to add a reference when setting up a new recipient account?


When setting up a new recipient account, or editing an existing one, you may be asked to enter a reference which is optional.

My Recipient information is shown as ‘Partial match’ or ‘No match’, what does this mean?


When you set up a new recipient account in the ACE app (or amend an existing one), you will see an extra check that determines whether the name is a “match”, “partial match” or “no match” with the registered name on the account held by the receiving bank.

If the details don't match, we'll let you know before you make the payment so you can decide whether you would like to still go ahead with the payment.

If you get a “no match”, we strongly recommend you check the details of the recipient.

If the name you have been given differs from the name the receiving bank has on the account, you could be making a payment to a fraudulent account.

It is always best to confirm the details with the recipient before you make the payment. You may be liable if the payment is fraudulent, and you received a “no match” response from the Confirmation of recipient check.

Please note: You will need to choose the type of account you are paying - Personal or Business. Sole trader accounts are considered personal accounts.


What is a payment scheduler?


Payment scheduler helps set up regular or repeated payments from your account. A scheduled transfer between yourself and someone else on your set frequency.

How can I delete a scheduled payment?


  • From the ACE app go to “scheduled payments”
  • Go to your transaction history and tap on “see all”
  • Swipe left on the scheduled payment & tap “edit or delete”.

What happens if I don't have enough funds for my Payment scheduler or Direct Debit?


At the beginning of the month, you will receive an in-app notification of the scheduled payment date so that you can add money to continue the payment. Whenever the payment is due, you will receive a second notification 24 hours prior, and in case of insufficient funds the payment will be canceled. If your payment is declined due to insufficient funds, then you will need to resubmit the payment request once you have added sufficient funds to your account.

Cross border payments Related Queries


How to create a cross border payment?


By following steps mentioned below you can create a cross border payment easily:

  • From the homepage tap on ‘cross border payments’
  • Tap on ‘Create a new payment’
  • Select the ‘country’
  • Enter the ‘amount’
  • Add in receiver and their account details
  • Select the ‘reason’
  • Review the details and pay the amount

What recipient account details are required for transfers?


The screen for ‘Account Details’ changes depending on the country. However, usually we need IBAN and the bank name.


How long does it take to send money?


Most transactions are successful in minutes, sometimes it may take 1-2 working days.

Note: Following factors may also affect the delivery time:

  • Accuracy of information (both personal data and beneficiary details).
  • Difference in time zones.
  • Operational working hours (unavailability of banks on weekends and local holidays).
  • Additional information needed from you to ensure the security and safety of your transaction.
  • Uncontrollable circumstances, such as a rare instance of downtime affecting us or one of our business partners.

What are the receiving Methods in cross border payments?


Receiving methods in Cross border payments are as follows:

  • Bank Deposits
  • Wallet (specific countries only)
  • Mobile top up
  • Bill Payments (Pakistan Only)

How can i make Bill payments in cross border payments?


You can pay your utility bills using the below method:

  • From the Homepage tap on ‘Bills’
  • Select the bill type (Gas, electric, Phone, ETC.)
  • Add in the reference number provided on the bill.
  • Validate the bill.
  • While proceeding with payment, make sure your account has sufficient funds.

*Please note that bill payment is only available for Pakistan


How can I make Airtime top up payment?


  • From the homepage tap on ‘see all’ and select ‘Airtime Top up’
  • Add or select the receiver.

Follow the below mentioned method for Airtime Top-up:

To add new Recipient:
  • Add recipient phone number.
  • Select a nick name.
  • Select the network provider
  • Validate the number.
  • Select the amount & pay.
To select Recipient:
  • Select the recipient.
  • Validate the number.
  • Select the amount and pay

What is an IBAN?


If you are transferring money to a bank account, you may be asked to provide the IBAN, which is an International Bank Account Number used in many countries around the world. The IBAN consists of alphanumeric characters varying in length as per financial institution.

How do I download the receipt for my transactions?


From the ACE App
View recent transactions from the ACE App, tap on the transaction and select the option to share or save as PDF.

Why are exchange rates volatile?


Our team is constantly monitoring the rates and checking the most appealing offer we could present to our customers. At the same time, we need to consider the situation in the foreign exchange market and what our local intermediaries can offer us on a given day.

How can I delete my transaction history?


As a regulated financial institution, we are required to keep your data for a minimum of 5 years under anti-money laundering and counter-terrorism regulations. These retention requirements supersede any right to erasure requests under applicable data protection laws. We cannot, therefore, erase your data in relation to your Account until after this time period we can assure you though that your data will be held safely and securely whilst under our supervision.

Why is my payment in pending status?


Your payment could be in pending status due to multiple reasons as stated below. Furthermore, whenever your payment is in pending status the reason will be mentioned once you tap on the transaction from transaction history:

  • Incorrect account details of receiver
  • Payment delayed at the partner(s) end due to downtime
  • Details required by ACE to comply with the local and global regulations

Card Related Queries


Where can I use my virtual cards?


You can use your ACE virtual card for online transactions and subscriptions, providing you with peace of mind when shopping online.

You can't use it for payments that require a physical card as proof of payment, such as hotel bookings or, online-purchased train tickets.



How do I dispute a virtual/physical card transaction?


Your first point of contact, and usually the fastest way to resolution, is to connect with the merchant directly. We also suggest that you contact the courier or payment handler (such as PayPal) if appropriate.

If, after contacting these parties, you are unable to get a response or have your issue resolved, you may be able to dispute the transaction by sending us an email which should be detailed and well covered including your transaction ID and your reason for dispute.

Disputes we address:

Problem with the goods or service(s) you purchased.

Problem with a refund, which the merchant confirmed they would provide.

Problem with a recurring (subscription) payment.

If you have been charged an additional fee by a merchant, or you’ve been charged for not using a booking.

If you have been incorrectly or charged more than once for the same goods or service(s) A couple of things to bear in mind:

  • We may need to see evidence that supports your claim. This might include, but is not limited to, proof of the purchase and evidence of any conversations you’ve had with the merchant.
  • By raising a dispute, you're asking ACE to attempt to claim your money back from the retailer or service provider. There is no guarantee that we will be able to recover your money, but we will assess your case fairly, using all the information and evidence you provide.
  • If the problem on which you want to raise a dispute is not listed above, please get in touch via the Help section in the app.

What if ACE sends me a damaged card?


Your initial card is free, and we'll refund you for a new one if it malfunctions or gets worn out within the first year of use.


How do I withdraw cash?


You can withdraw cash from any cash machine in your home country or overseas that supports Mastercard, but please look out for any fees that are applied by some ATM operators.


What is the ATM withdrawal allowance?


You will be allocated Up to 3 free ATM withdrawals or £200 worth per rolling month (whichever comes first).

Once your withdrawal allowance has been reached you will be charged per withdrawal 1.25% or 1.25 GBP (whichever is higher)


Can I order the free card without having any funds in my account?


No, you need at least £5 in your ACE Union account when ordering the first free physical card.


Do I have to pay for the replacement card?


Yes, you will have to pay £10 for a replacement card if your original one is lost or stolen. In case of damage or card rendered as unusable by act of the customer, no free replacement would be provided. Anyhow, worn-out cards under 1 year of usage are entitled to a Refund from ACE along with any error, omission or fault at our end or our Partners’ end.


How to use a virtual card?


Once you create a virtual card, it is ready for use. You do not need to activate it. To view its details (card number, CVV, expiry date), you need to find your card in the 'Cards' section and tap on 'Show details ‘

'Note: Virtual cards do not have a PIN code.


How do I activate a physical card?


You can activate your physical card by following the below steps:

  • Open the app
  • Tap on ‘Cards’
  • Tap on the ‘physical card’
  • Tap on ‘Activate’

My card has been swallowed by an ATM.


If your card is swallowed by the ATM terminal, please block and replace the card immediately following the below steps:

  • Go to the 'Cards' tab in the app.
  • Select the card
  • Tap on “Block”
  • Enter the passcode
  • Select the reason as “Lost / Stolen”

Meanwhile, you can create a virtual card by going to the 'Cards' tab > Get card

Even if the ATM provider returns the card to you, we cannot reactivate it since it may have been compromised while it was not in your possession.


How to order a virtual card?


To order a virtual card:

  • Go to the 'Cards' tab in the app.
  • Select 'Get card'
  • Select 'Virtual card' and complete your order.

This card will instantly appear in your app and can be used for online purchases immediately without any further activation. You won't receive a physical copy of this card.


Why is my refund pending?


A pending refund means that the merchant has processed a refund but hasn't completed it yet. As soon as they do, we add the amount to your available balance. Unfortunately, we can't expedite this process, as it depends entirely on the merchant and their bank.


How to freeze a card?


You can freeze/unfreeze your card instantly by following the below steps:

  • Go to the 'Cards' tab in the app.
  • Select the card
  • Tap on “Freeze” or “Unfreeze

Will I be charged for using my ACE card at ATMs outside the UK?


There are no FREE ATM withdrawals outside the UK. Standard fee applies to international ATM transactions.


Fraud and Spam Related Queries


What should I do if I receive a suspicious text or email?


If you have concerns about the security of your account or wish to report a fraudulent transaction, then please contact us immediately by calling us at +44 161 414 0040 so we can investigate it for you.

If you receive a suspicious email or text that is related to ACE, please report this to us. Be careful not to tap on any links within the message and do not respond with any of your details.

You can send screenshots of suspicious texts or forward suspicious emails to [email protected] but it is always better to contact us right away.

Once you’ve reported this to us, we recommend deleting the suspicious email or text and changing the passcode.


What are some indications that the payment I’ve been asked to make may be a scam?


Below are some indications that may warn you of being targeted by a fraudster:

  • You are told the caller is from ACE, HMRC, the police (or a similar institution that is attempting to represent an authority) and you need to make a payment or move your money to keep it safe.
  • You are asked to hurry to make the payment and you are told it is urgent.
  • You are told the funds in your account are at risk.
  • You are asked for the security code sent to you by text. You should never share your security code with anyone. Our team members will never ask for this information from you.

How do you know if the payment I am making is a scam?


The truth is, we can never know for sure if the payment you are about to make is a scam or not. We can use what we’ve learnt from previous fraud cases to prevent new ones. For example, we’ll block transactions identified as high-risk payments. We appreciate that at times this may come as a surprise to customers looking to make certain payments, but we do this with the best intentions. The decision to block a payment destination is not one we take lightly.


How is ACE protecting me against fraud?


Here are just some of the ways we detect or prevent fraudsters from getting your money:

  • For security, we require you to use passcode, biometrics, and SMS code when using the mobile app.
  • When making online purchases, you must confirm transactions via the password and SMS
  • Payments to new recipients require confirmation, and in-app warnings are provided

How can I ensure my account security to be safe from scams?


Security tips:

  • Keep your operating system up to date.
  • Log off when you finish using your accounts.
  • Lock your device using a PIN or fingerprint.
  • Use trusted and reliable sources when downloading.
  • Use secure networks that begin with HTTPS.
  • Ensure you have a strong numerical passcode
  • Regularly change your passcode.
  • Don't use your personal details in your passcode or card pin.
  • Enable two factor authentication (2FA) when available.
  • Don't share login details.

Account Related Queries



How can i add funds into my ACE account?


  • Online Bank Transfer

    You can add funds via online bank transfer by following the steps below:

    • From the Home screen of your ACE app, tap on “Add Funds”
    • Tap on “Select Method” and tap on “Online Bank Transfer”
    • Enter the amount and tap on “Add Funds”
    • Select your bank from the provided list
    • Authorize the payment from your banking application. (You are only allowed to use your own account)
    • Payment received!

  • Debit Card

    You can add funds via debit card by following the steps below:

    • From the Home screen of your ACE app, tap on “Add Funds”
    • Tap on “Select Method” and tap on “Debit Card”
    • Enter the amount and tap on “Add Funds”
    • Fill in the card details
    • Authorize the payment from your banking application, if required by your bank. (You are only allowed to use your own debit card)
    • Payment received!

    Note: Incoming funds by Debit Card are subject to Limits & Fees, which may or may not be charged by your card provider

  • Google Pay

    You can add funds via “Google Pay” by following the steps below:

    • From the Home screen of your ACE app, tap on “Add Funds”
    • Tap on “Select Method” and tap on “Google Pay”
    • Enter the amount and tap on “Add Funds”
    • Authorize the payment via “Google Pay”.
    • Payment received!

  • Apple Pay

    You can add funds via “Apple Pay” by following the steps below:

    • From the Home screen of your ACE app, tap on “Add Funds”
    • Tap on “Select Method” and tap on Apple Pay”
    • Enter the amount and tap on “Add Funds”
    • Double press the side button to confirm the deposit
    • Payment received!

  • Receive your salary, wages and more:

    Share your sort code and account number with your employer and ask your employer to pay your salary into your ACE account.

    You can also receive money in your ACE account from friends and family using the same information.


I tried to add funds via debit card, but the transaction has been declined.


If funding your account by debit card failed, it could be because:

  • You tried to fund an amount above the daily limit. Try adding funds using Online Bank Transfer method instead
  • You entered incorrect card details
  • There might be a technical issue or disruption to services from your card issuer
  • You have used a debit card that is linked to a bank account with insufficient funds

Note: Always wait a while before attempting again as the pending amount may be reverted.


I forgot my passcode. How do I reset it?


Forgot your passcode? Follow these steps to reset your passcode:

  • Open your ACE application.
  • Tap on ‘Forgot Passcode’
  • Enter your registered phone number and tap on ‘Continue’.
  • Choose a new passcode and enter the verification code received on the registered number and tap on ‘Continue’.
  • After completing the above steps, you will be asked to complete the facial verification once approved your passcode will be updated

How to reset the passcode if I don’t remember the registered number?


Follow these steps to reset your number:

  • Open your ACE application.
  • Tap ‘Forgot number’
  • Enter your registered email and tap on ‘Continue’
  • Enter the 6-digit verification code received on the registered email and tap on continue.
  • You will be provided with the last four digits of your registered contact number. If you remember the registered number, you can login with it.
  • If you still can’t remember the registered number, tap on change the number and add a new number.
  • Set a new passcode.
  • Add the OTP received on your new contact number, complete the facial verification and your number will be updated

How do I change my address?


In order to change the address within the same country, you just need to:

  • Go to your Profile by tapping on the profile icon in the top left corner in the app
  • Select “Account” and then “Personal details.”
  • Change your address under the “Address” section.

Why did you ask me for additional information about the recipient?


As a financial institution, sometimes we need to perform additional checks on the funds that are moving through ACE. This is part of the standard procedure; you might receive an email termed as “RFI” or “RFD” request for additional information or documentation to complete it. Nothing to worry about though, you can easily submit this in reply to the email and we will review it as soon as possible.


How to add documents?


You can add documents by the following method:

  • Login to your account
  • From the home page, tap on your profile icon in the top left corner of the app
  • Tap on “Add ID Document”
  • Select the document type.
  • Take the pictures of the document from front and back (if required)

You have asked for documents to confirm my identity. What do I need?


Sometimes we need more information from you, to confirm you are who you say you are. we are legally obliged to verify you.

When we take additional steps to identify you this means obtaining:

  • A photograph on an official document which confirms your identity (known as proof of identity)
  • Document which can verify your residential address (known as proof of address).

The best way to do this is for us to ask for a government issued document like a passport, along with utility bills, bank statements and other official documents.

The following are examples of acceptable documents:

  • Proof of ID: Government issued passport, driving license, EU Identity Card and Residence Permit
  • Proof of Address: Utility bill / Bank statement dated within the last three months or a Provisional or driving license with your current address on it.

Please contact Customer Support +44 161 414 0040 if you are unable to provide the above.



Which documents can be required to justify my means of income?


We may require any of the following documents for a transfer / account verification:

Proof of funds: As per declared source

  • Pay/wage slips.
  • Account statement having salary credited
  • Solicitor letter, house sale receipt, car sale receipt, etc.
  • Bank loan documents (including mortgages)
  • P60 or P21(Annual tax returns)
  • Self-assessment

(ACE, in line with its compliance policies, reserves the right to ask for any additional documents, hold or reject payments)


I want to delete my data.


You may have read under Data Protection law for example “GDPR” that you have the legal right to delete your data. This is usually correct – it is called your “right to erasure.”

If you want to enact the “right to erasure” you can simply send us an email at [email protected]. At your request, the team will review your account and update you accordingly.

However, we will retain your personal data for as long as necessary under the UK's Data Protection & Money Laundering Regulations as this is a law that applies to us.

For most of you we will need to keep some of your data for a period of 5 years from the end of our business relationship.


How can I earn £20?


You can earn the reward by following simple steps

  • From the home page of your app tap on “Earn £20”
  • Copy or share the link with your friends and family
  • Your Invitee needs to create an account using your invitation link
  • After opening an account, users are required to top up their accounts, order the ACE physical card and make a minimum of one £50 purchase each or a total of £50 in purchases each.

Please be informed the reward will be given in the lots of 5 successful referrals

Please review the full terms and conditions for more details.

How can I download my statement?


To download your statement:

  • Log in to the app.
  • Scroll to the transactions shown on the home page.
  • Tap on “See All”
  • Select the specific duration for the statement by tapping on the calendar icon on the top right corner.
  • Tap on the arrow icon to download your statement.

Payment Related Queries



How can I transfer funds to a new recipient?


We made sending funds to family and friends easy.
Follow these steps:

  • Tap on ‘PAY’
  • Tap on “New Account”
  • Select the receiver type: Personal/Business
  • Enter the receiver’s account details (Sort code, account number)
  • Enter the amount, reference and select the sending reason
  • Enter the receiver Name & phone number (optional)
  • Review your payments details and pay

What recipient account details are required for adding a beneficiary?


To add a beneficiary, you need to add their bank account details (account number & sort code) and recipient’s full name.

I want to cancel my transfer to a bank account.


 You can request a payment to be cancelled if the transfer has not yet been completed. You can also request a recall after the transaction has been processed by sending us an email at [email protected] which includes your transactional details & reason for the recall. After investigation, the team will follow your request and guide you accordingly .

Most common cases for cancellation:

If the recipient account is closed, or incorrect details were used, the transfer should bounce back to your account within 5 working days for local transfers and usually within 3-5 working days for SWIFT. However, it can take more time in some cases.

Transfer sent multiple times by mistake: the easiest way to retrieve the funds is to ask the recipient to pay back the duplicated transfers.

Payment cancelled due to internal assessment of ACE: before cancellation you will be notified of the requirement(s) (If any). Once the payment is cancelled you will get funds back in your account within 2 working days.


How long will it take for the funds to be received by my beneficiary? (For UK only)


Faster Payment transfers are usually instant but may take up to two hours in some cases, if your bank supports this type of transfer, and the amount is less than £1,000,000. In any other case, it will be processed via CHAPS, which can take up to 1 working day.

I have cancelled a Card payment, but the refund is not yet visible in my statement.


Refunds usually take 5 working days but can take up to 15 business days in some scenarios as merchants can either complete the transaction and then refund the money separately or revert the initial transaction and release the money. If a refund hasn't appeared and the timeframe has passed, please contact the merchant prior to raising the dispute.

Why do I need to add a reference when setting up a new recipient account?


When setting up a new recipient account, or editing an existing one, you may be asked to enter a reference which is optional.

My Recipient information is shown as ‘Partial match’ or ‘No match’, what does this mean?


When you set up a new recipient account in the ACE app (or amend an existing one), you will see an extra check that determines whether the name is a “match”, “partial match” or “no match” with the registered name on the account held by the receiving bank.

If the details don't match, we'll let you know before you make the payment so you can decide whether you would like to still go ahead with the payment.

If you get a “no match”, we strongly recommend you check the details of the recipient.

If the name you have been given differs from the name the receiving bank has on the account, you could be making a payment to a fraudulent account.

It is always best to confirm the details with the recipient before you make the payment. You may be liable if the payment is fraudulent, and you received a “no match” response from the Confirmation of recipient check.

Please note: You will need to choose the type of account you are paying - Personal or Business. Sole trader accounts are considered personal accounts.


What is a payment scheduler?


Payment scheduler helps set up regular or repeated payments from your account. A scheduled transfer between yourself and someone else on your set frequency.

How can I delete a scheduled payment?


  • From the ACE app go to “scheduled payments”
  • Go to your transaction history and tap on “see all”
  • Swipe left on the scheduled payment & tap “edit or delete”.

What happens if I don't have enough funds for my Payment scheduler or Direct Debit?


At the beginning of the month, you will receive an in-app notification of the scheduled payment date so that you can add money to continue the payment. Whenever the payment is due, you will receive a second notification 24 hours prior, and in case of insufficient funds the payment will be canceled. If your payment is declined due to insufficient funds, then you will need to resubmit the payment request once you have added sufficient funds to your account.

Cross border payments Related Queries



How to create a cross border payment?


By following steps mentioned below you can create a cross border payment easily:

  • From the homepage tap on ‘cross border payments’
  • Tap on ‘Create a new payment’
  • Select the ‘country’
  • Enter the ‘amount’
  • Add in receiver and their account details
  • Select the ‘reason’
  • Review the details and pay the amount

What recipient account details are required for transfers?


The screen for ‘Account Details’ changes depending on the country. However, usually we need IBAN and the bank name.


How long does it take to send money?


Most transactions are successful in minutes, sometimes it may take 1-2 working days.

Note: Following factors may also affect the delivery time:

  • Accuracy of information (both personal data and beneficiary details).
  • Difference in time zones.
  • Operational working hours (unavailability of banks on weekends and local holidays).
  • Additional information needed from you to ensure the security and safety of your transaction.
  • Uncontrollable circumstances, such as a rare instance of downtime affecting us or one of our business partners.

What are the receiving Methods in cross border payments?


Receiving methods in Cross border payments are as follows:

  • Bank Deposits
  • Wallet (specific countries only)
  • Mobile top up
  • Bill Payments (Pakistan Only)

How can i make Bill payments in cross border payments?


You can pay your utility bills using the below method:

  • From the Homepage tap on ‘Bills’
  • Select the bill type (Gas, electric, Phone, ETC.)
  • Add in the reference number provided on the bill.
  • Validate the bill.
  • While proceeding with payment, make sure your account has sufficient funds.

*Please note that bill payment is only available for Pakistan


How can I make Airtime top up payment?


  • From the homepage tap on ‘see all’ and select ‘Airtime Top up’
  • Add or select the receiver.

Follow the below mentioned method for Airtime Top-up:

To add new Recipient:
  • Add recipient phone number.
  • Select a nick name.
  • Select the network provider
  • Validate the number.
  • Select the amount & pay.
To select Recipient:
  • Select the recipient.
  • Validate the number.
  • Select the amount and pay

What is an IBAN?


If you are transferring money to a bank account, you may be asked to provide the IBAN, which is an International Bank Account Number used in many countries around the world. The IBAN consists of alphanumeric characters varying in length as per financial institution.

How do I download the receipt for my transactions?


From the ACE App
View recent transactions from the ACE App, tap on the transaction and select the option to share or save as PDF.

Why are exchange rates volatile?


Our team is constantly monitoring the rates and checking the most appealing offer we could present to our customers. At the same time, we need to consider the situation in the foreign exchange market and what our local intermediaries can offer us on a given day.

How can I delete my transaction history?


As a regulated financial institution, we are required to keep your data for a minimum of 5 years under anti-money laundering and counter-terrorism regulations. These retention requirements supersede any right to erasure requests under applicable data protection laws. We cannot, therefore, erase your data in relation to your Account until after this time period we can assure you though that your data will be held safely and securely whilst under our supervision.

Why is my payment in pending status?


Your payment could be in pending status due to multiple reasons as stated below. Furthermore, whenever your payment is in pending status the reason will be mentioned once you tap on the transaction from transaction history:

  • Incorrect account details of receiver
  • Payment delayed at the partner(s) end due to downtime
  • Details required by ACE to comply with the local and global regulations

Card Related Queries



Where can I use my virtual cards?


You can use your ACE virtual card for online transactions and subscriptions, providing you with peace of mind when shopping online.

You can't use it for payments that require a physical card as proof of payment, such as hotel bookings or, online-purchased train tickets.



How do I dispute a virtual/physical card transaction?


Your first point of contact, and usually the fastest way to resolution, is to connect with the merchant directly. We also suggest that you contact the courier or payment handler (such as PayPal) if appropriate.

If, after contacting these parties, you are unable to get a response or have your issue resolved, you may be able to dispute the transaction by sending us an email which should be detailed and well covered including your transaction ID and your reason for dispute.

Disputes we address:

Problem with the goods or service(s) you purchased.

Problem with a refund, which the merchant confirmed they would provide.

Problem with a recurring (subscription) payment.

If you have been charged an additional fee by a merchant, or you’ve been charged for not using a booking.

If you have been incorrectly or charged more than once for the same goods or service(s) A couple of things to bear in mind:

  • We may need to see evidence that supports your claim. This might include, but is not limited to, proof of the purchase and evidence of any conversations you’ve had with the merchant.
  • By raising a dispute, you're asking ACE to attempt to claim your money back from the retailer or service provider. There is no guarantee that we will be able to recover your money, but we will assess your case fairly, using all the information and evidence you provide.
  • If the problem on which you want to raise a dispute is not listed above, please get in touch via the Help section in the app.

What if ACE sends me a damaged card?


Your initial card is free, and we'll refund you for a new one if it malfunctions or gets worn out within the first year of use.


How do I withdraw cash?


You can withdraw cash from any cash machine in your home country or overseas that supports Mastercard, but please look out for any fees that are applied by some ATM operators.


What is the ATM withdrawal allowance?


You will be allocated Up to 3 free ATM withdrawals or £200 worth per rolling month (whichever comes first).

Once your withdrawal allowance has been reached you will be charged per withdrawal 1.25% or 1.25 GBP (whichever is higher)


Can I order the free card without having any funds in my account?


No, you need at least £5 in your ACE Union account when ordering the first free physical card.


Do I have to pay for the replacement card?


Yes, you will have to pay £10 for a replacement card if your original one is lost or stolen. In case of damage or card rendered as unusable by act of the customer, no free replacement would be provided. Anyhow, worn-out cards under 1 year of usage are entitled to a Refund from ACE along with any error, omission or fault at our end or our Partners’ end.


How to use a virtual card?


Once you create a virtual card, it is ready for use. You do not need to activate it. To view its details (card number, CVV, expiry date), you need to find your card in the 'Cards' section and tap on 'Show details ‘

'Note: Virtual cards do not have a PIN code.


How do I activate a physical card?


You can activate your physical card by following the below steps:

  • Open the app
  • Tap on ‘Cards’
  • Tap on the ‘physical card’
  • Tap on ‘Activate’

My card has been swallowed by an ATM.


If your card is swallowed by the ATM terminal, please block and replace the card immediately following the below steps:

  • Go to the 'Cards' tab in the app.
  • Select the card
  • Tap on “Block”
  • Enter the passcode
  • Select the reason as “Lost / Stolen”

Meanwhile, you can create a virtual card by going to the 'Cards' tab > Get card

Even if the ATM provider returns the card to you, we cannot reactivate it since it may have been compromised while it was not in your possession.


How to order a virtual card?


To order a virtual card:

  • Go to the 'Cards' tab in the app.
  • Select 'Get card'
  • Select 'Virtual card' and complete your order.

This card will instantly appear in your app and can be used for online purchases immediately without any further activation. You won't receive a physical copy of this card.


Why is my refund pending?


A pending refund means that the merchant has processed a refund but hasn't completed it yet. As soon as they do, we add the amount to your available balance. Unfortunately, we can't expedite this process, as it depends entirely on the merchant and their bank.


How to freeze a card?


You can freeze/unfreeze your card instantly by following the below steps:

  • Go to the 'Cards' tab in the app.
  • Select the card
  • Tap on “Freeze” or “Unfreeze

Will I be charged for using my ACE card at ATMs outside the UK?


There are no FREE ATM withdrawals outside the UK. Standard fee applies to international ATM transactions.


Fraud and Spam Related Queries



What should I do if I receive a suspicious text or email?


If you have concerns about the security of your account or wish to report a fraudulent transaction, then please contact us immediately by calling us at +44 161 414 0040 so we can investigate it for you.

If you receive a suspicious email or text that is related to ACE, please report this to us. Be careful not to tap on any links within the message and do not respond with any of your details.

You can send screenshots of suspicious texts or forward suspicious emails to [email protected] but it is always better to contact us right away.

Once you’ve reported this to us, we recommend deleting the suspicious email or text and changing the passcode.


What are some indications that the payment I’ve been asked to make may be a scam?


Below are some indications that may warn you of being targeted by a fraudster:

  • You are told the caller is from ACE, HMRC, the police (or a similar institution that is attempting to represent an authority) and you need to make a payment or move your money to keep it safe.
  • You are asked to hurry to make the payment and you are told it is urgent.
  • You are told the funds in your account are at risk.
  • You are asked for the security code sent to you by text. You should never share your security code with anyone. Our team members will never ask for this information from you.

How do you know if the payment I am making is a scam?


The truth is, we can never know for sure if the payment you are about to make is a scam or not. We can use what we’ve learnt from previous fraud cases to prevent new ones. For example, we’ll block transactions identified as high-risk payments. We appreciate that at times this may come as a surprise to customers looking to make certain payments, but we do this with the best intentions. The decision to block a payment destination is not one we take lightly.


How is ACE protecting me against fraud?


Here are just some of the ways we detect or prevent fraudsters from getting your money:

  • For security, we require you to use passcode, biometrics, and SMS code when using the mobile app.
  • When making online purchases, you must confirm transactions via the password and SMS
  • Payments to new recipients require confirmation, and in-app warnings are provided

How can I ensure my account security to be safe from scams?


Security tips:

  • Keep your operating system up to date.
  • Log off when you finish using your accounts.
  • Lock your device using a PIN or fingerprint.
  • Use trusted and reliable sources when downloading.
  • Use secure networks that begin with HTTPS.
  • Ensure you have a strong numerical passcode
  • Regularly change your passcode.
  • Don't use your personal details in your passcode or card pin.
  • Enable two factor authentication (2FA) when available.
  • Don't share login details.


We take everything you have to say seriously . If you have any feedback for us please send us an email at [email protected]