FAQ

To start your application, please download the MyGuava app from App Store or Google store.

MyGuava offers a 100% free-to-open current account with no hidden fees and no penalty fees. There are loads of great new features to our current account:

• Apple Pay & Google Pay.

• Setting your PIN in-app and much more!

You can add money instantly from the MyGuava app:

• Open your MyGuava app and tap ‘Top Up’ below your balance.

• Here you can choose either of options:

If you choose:

- From the other card.

And Type in credentials of the card

If you chose:

- From the other bank (Open Banking)

• Choose your bank and enter the desired amount.

• The MyGuava app will automatically take you to the bank's app. Tap ‘Continue’ to approve the payment or ‘Cancel’ if you’ve changed your mind.

• You’ve just added money to your MyGuava account!

We use the Faster Payments network so payments usually arrive instantly (sometimes this can take up to 2 hours).

You can open one account per each currently available currency. For example: GBP, EUR, Swiss Franc and more coming soon.

To apply for a current account, you need to be over 18 years old and a UK resident. When you apply for a current account with us, we use the information you provide us as well as the information from credit reference agencies and fraud prevention services. We use this information to assess your application and make a decision on whether we can offer you an account or not.

Yes, the app is completely free. But in the future some extra services can be connected via tariffs.

Your current account comes with a range of spending limits. You can view them directly in the app by:

• Open your MyGuava app.

• Tap the 'Profile' tab at the bottom.

• Tap 'Account limits'.

To update your personal details (such as your email address or phone number) you click on profile icon and choose whichever detail you want to change.

You can find your sort code and account number in-app:

• Open your MyGuava app and tap any ‘Account’ you have

• Tap 4 dots

• Choose 'Account details'

• And here you can choose "International" and "Local details"

Current account bank statements.

• Open your MyGuava app and tap any 'Account' you have

• Tap 4 dots

• Tap 'Statements' , choose 'dates range' and email where you want it to be sent

If your phone is lost, please contact the Customer Support team as soon as you can.

If your phone is damaged and the MyGuava app doesn’t appear to be working, please keep in mind that you can always install it on another device. Remember that you can be logged into one device at a time.

One Time Passwords (OTP) are temporary PIN codes sent to you via SMS or e-mail. They’re typically valid only for one session or action. At MyGuava, we use them mainly for verifying your login activity.

We're able to issue an OTP to a non-UK number, for details on how to update your personal details, please see our related article.

Remember! Don’t share your OTP with anyone, even with us – we’ll never ask you to send us your password or sensitive details.

• Open your MyGuava app.

• Head to the ‘Activate my card’ tab on your home page.

• Tap the ‘Activate’ prompt at the bottom of the screen.

• Confirm if you personally received your MyGuava card physically.

• Don’t forget to sign the back of your card.

Remember that you can view your PIN in the MyGuava app by tapping the card icon from the 'Home' page.

Sending payments with your MyGuava account is simple. All you need is the bank details of the person you're looking to pay.

To send a payment, follow the steps below:

• Open the ‘MyGuava’ app tap 'Send ↗' from the 'Home' page.

• Select the payee under ‘People’ or create a new contact.

• Enter the amount.

• Confirm the name matches.

• Follow the in-app prompts to complete your payment.

Transfers made by Faster Payment are usually made instantly, but please note that it may take up to 2 hours to complete.

Please note: We may review a payment request and ask for further information before we process your payment. We'll also request additional information if your payment request exceeds £10,000.

If you'd like us to cancel a payment in review, please get in touch with our Customer Support team.

Payment sent to the wrong account or if you've sent an incorrect amount

If the recipient is an existing payee and you're able to contact them - we'd recommend asking them to return the funds; this is usually the easiest and most efficient way to retrieve the funds.

However, if you don’t know the recipient or you're unable to contact them, please get in touch with our Customer Support team.

If you make a genuine mistake when sending a payment, we’ll attempt to recover the funds on your behalf.

We use the Faster Payments network to send and receive payments. This means that payments sent from most UK banks should arrive in your account instantly, but can take up to 2 hours.

If you've been sent a payment and it's been longer than 2 hours, we'd recommend contacting the sender or the sending bank so they can trace the payment for you.

If we can’t accept the payment, we’ll return the payment to the sender's bank account. It can take up to 5 working days for the payment to return to that account.

To send an international payment, follow the steps below:

• Open the ‘MyGuava’ app tap 'Send ↗' from the 'Home' page.

• Select the payee under or create a new contact.

• Enter the amount.

• Confirm the name matches.

• Follow the in-app prompts to complete your payment.

If you want to delete your MyGuava account through web access, please follow the steps below:

1. Navigate to the Home Page

2. Click on the profile icon which bears your name (this is located in the top left corner of the page)

3. Within that page, there is an option to ‘Delete account’

4. Read through the terms that are displayed and proceed if you are in agreement

5. Select the reason for your account deletion and provide the requisite information (please note that this step is mandatory)

6. Enter the OTP code you have been sent and complete the deletion process

If you want to delete your MyGuava account through the application, please follow the steps below:

1. Ensure that you are on the application’s home page

2. Click on the profile icon which bears your name (this is located in the top left corner of the page)

3. Within that page, there is an option to ‘Delete account’

4. Read through the terms that are displayed and proceed if you are in agreement

5. Select the reason for your account deletion and provide the requisite information (please note that this step is mandatory)

6. Enter the OTP code you have been sent and complete the deletion process

Please note that your account cannot be deleted if there are any funds remaining in any of your accounts. If you wish to withdraw all funds, click on ‘Clear balance’, after which you will be directed to the ‘Transfers’ section. Additionally, should you require further assistance, you can contact our Customer Support Centre by clicking on ‘Chat with support’.

Important: Once your account is deleted, the account and all associated information cannot be restored. Ensure that you have saved or transferred any necessary data before proceeding with the account deletion.