FAQ's : Frequently Ask Questions

Ace Union Limited: FAQs

Paying in money

How can I pay money into my account with you?

You can pay money into your account with us by the following methods:

Bank Transfer:

We use faster payment technology provided by ClearBank to ensure that you can fund your account within minutes (you should be aware that sometimes a faster payment can take up to two hours).

A Faster Payment is a type of electronic transfer and a very quick way of sending money within the United Kingdom.

You will see the following details in your app under “Top Up”:

Reference: your Ace Union account number which is unique to you.
Account Name: Ace Union Limited
Sort Code: NN-NN-NN
Account number:   NNNNNNNN
IBAN: Alpha/Numeric: length is 22
Swift/BIC: CLRBGB22158
Clearbank, Hill House, Skinners Lane, Wroxham, Norwich, NR12 8SJ

Paying in your salary or wages:

You can ask your employer to pay your wages/salary to your Ace Union account. Please give them the above details – simple.

You can find details in our app by going to the Home' tab Details are available on top.

We only accept payments from accounts in your name.

Debit Card:

We accept funds into your account by debit card.

You can find details in our app by going to the 'Home' tab and click on “Add Funds”.

Incoming funds by Debit Card are subject to our Fees and Limits.

Can I fund my account through CHAPS and BACS?

We are working to make these available for you and we expect these to be available in near future.

I tried to load funds by debit card but failed:

If funding your account by debit card failed for any reason, please look in your Ace Union app as the reason will be shown next to your failed funding transaction.

It could be because:

  • You have tried to fund an amount above the daily limit. Try using it by using faster payment / Open Banking
  • you entered incorrect card details for example expiration date
  • your bank has a technical issue or is experiencing disruption to service
  • you have used a debit card that is linked to a bank account with insufficient funds.

Always allow for some time to pass before repeat attempts.

If you need to place fund your account using bank transfer that is easy to set up, free and fast.

What is an IBAN?

If you are transferring money to your Ace Union account by Bank Transfer, then you may be asked to provide an IBAN.

IBAN (International Bank Account Number) is used for making or receiving international payments – it does not replace your sort code & account number ─ it’s an additional number with extra information to help overseas banks identify your account for payments.

Sending money

How do I send money?

We made sending money to family and friends easy.

You can find details in our app by going to the 'Home' tab and Transfer.

Simply follow these basic steps:

  • select a payment option
  • enter the receiver’s details (for example sort code, account number and IBAN).

You will pay for the transaction using funds on your account – so please ensure you have topped up!

Getting to know you

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. Don’t panic! We are legally obliged to verify you. When we take additional steps to identify you and checking you are who you say you are then in practice this means obtaining:

  • a photograph on an official document which confirms their identity (known as proof of identity)
  • 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 or driving licence
Proof of Address:   Utility bill or Bank statement dated within the last three months.

Please contact us if you are unable to provide the above.

What is a “business relationship”?

When you open an account with us you have entered a “business relationship” or in other words, we both expect the relationship to be ongoing.

We assess our customers by looking at various things such as:

  • the purpose of the relationship
  • activity on your account
  • the intended nature of the relationship - for example where funds will come from, the purpose of transactions, and so on.
    When we know more about our relationship it means we can do MORE to help protect you and your money from things like fraud or scams.
    We may ask for information from you such as:
  • details of your employment
  • the source of funds that you will be using in our relationship
  • copies of recent and current financial statements
  • the expected level and type of activity that will take place in our relationship.

Who we are:

We are not a bank!

The services we offer are not traditional banking we are not a bank!

This means we safeguard your money, and the Financial Services Compensation Scheme (FSCS) protection does not apply to money we hold for you.

We are regulated by the Financial Conduct Authority (“FCA”) this means we must comply with a range of rules! Most of these rules exist to protect you!

What is Ace Union short for?

Ace Union Limited (we call ourselves Ace Union a lot……) is a company based here in the UK.

Write to us if you like at Ace Union, Piccadilly House, 49 Piccadilly, Manchester M1 2AP, United Kingdom.

What is e-money?

“E-money” is a like cash but instead of a traditional wallet, purse, handbag (or money clip) we keep your money electronically.

Why? Well electronic money (e-money) acts as a digital alternative to cash. It can be used when making payment online or offline.

It’s a great choice for when you want to make a cashless payment.

Your money is stored electronically and e-money is issued to you when we receive funds such as GBP/£).

E-money is useful as it does not expire.

What is an EMI?

Not a large bird.

EMI stands for Electronic Money Institution. Ace Union are authorised by the Financial Conduct Authority (FCA) in the UK as an EMI. This enables us to offer payment services and e-money.

Your account with us:

Can I block my account?

If you wish to block your account, please send a request at [email protected]

Can you block my account / and or card?

We may have a need to block your account or card. For example, because we have detected unusual activity or fraud.

Often, we block accounts and cards to protect you and your money. Please always bear with us while we conduct our checks!

I forgot my username:

Forgot your username was [email protected]? So much to remember……

Sit tight. We have made it easy, Just use your mobile number and you are good to go.

I forgot my password:

Happens to us all! Relax. We have made it easy to re-set your password.

You can find details in our app by going to the 'Login' tab and click Forgot Password.

Then follow the easy directions.

I entered my PIN wrong on my card!

Forgot your PIN? Don’t worry it happens.

Did you forget three times? Sorry but your card is automatically blocked. We do this to protect you from fraud

If you need to re-set your PIN please contact us: [email protected]

I want to close my account

You can find details in our app by going to the 'Home' tab and ‘Close my Account’.

If can also send a request to [email protected]

You closed my account – why?

We may choose to end our business relationship for several reasons. When we close or suspend your account – we may do so immediately but often we will give you sufficient notice.

Example reasons:

  • you are behaving fraudulently
  • you failed to provide us with information we requested and need to comply with laws or regulation
  • you broke our agreement (see our Terms and Conditions)
  • continuing our business relationship could damage the reputation or goodwill of Ace Union

There are occasions that we are unable to provide you with a specific reason.

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’s called your “right to erasure”.

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

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

Can I make a complaint about you?

Of course, you can - if something has gone wrong then we want to hear about it!

Please tell us over phone or email and we will look into the cause of your dissatisfaction with us.

Please come to us first with your complaint and give us the opportunity to deal with it first before you go to third parties such as the Financial Service Ombudsman.

I need help using my account / card

We recognise that some of our customers may need additional help. If you are having difficulties using our services or products or understanding something, we have said then please contact us: [email protected].

Other matters:

Do you offer Google or Apple pay?

Sadly, not currently – but watch this space! We will let our customers known as soon as we can offer this.

Do you offer business accounts?

We are looking to offer business accounts in the not-too-distant future! Express your interest now by emailing us.

Do you offer credit?

Ace Union is not a bank and does not offer credit or a credit card.

Fraud:

What is “Strong Customer Authentication”?

This is a set of rules that we comply with. Strong Customer Authentication or SCA as it is commonly known as helps protect you when you transact online.

Next time you are online and pay for something who may see an additional step in the payment process – for example you may be asked to confirm your identity or verify a purchase.

SCA is important as it helps stop fraud and scams.

I spotted a transaction I don’t recognise!

You must let us know straight away. Do not delay!

Unauthorised transactions may be fraud. Please contact us: [email protected]

Also please see our Term and Conditions/Refunds and unauthorised payments

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