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General account questions

I have forgotten my password, what do I do?

Go to the Login page and click Forgot password? in order to reset your password. A reset password link will be sent to your email address.

I can't sign in to the App

If you are unable to log in to the mobile app, please check the following:

  • Ensure you have the latest version of the app installed. If not, delete and reinstall it from your app store;
  • If you have recently changed your password, confirm that your biometric or Face ID settings are updated with the new credentials.

If you have ever logged in to a different account on your device, you will need to delete and reinstall the app.

I can't sign in to the Web Portal

If you are unable to log in to the online portal, please try the following:

  • Verify that the email address you're using matches the one on file.
  • Try accessing the portal from a different device or browser.

Who is Modulr?

Modulr is an embedded payments platform for digital businesses. It provides the digital infrastructure that enables customers and partners to integrate payment and account functionality directly into their own platforms and customer experiences. Modulr is not a bank - it is an E-Money Institution (EMI). Modulr is authorised and regulated by the Financial Conduct Authority (FCA) in the UK.

Who regulates Modulr in the UK?

Modulr FS Ltd (FRN: 900573) is licensed as an authorised E-Money Institution (EMI) and regulated by the Financial Conduct Authority (FCA). Modulr Finance Limited (FRN: 900699) is registered with the FCA as an E-Money Distributor (EMD) Agent of Modulr FS Limited.

Will I be charged for exceeding my approved credit limit?

There is no fee for exceeding your approval amount, however, you will no longer have available funds to spend once you have exceeded your limit. You can make a debit card repayment to reduce your outstanding balance back below your limit, or wait for your next monthly payment to be taken by Direct Debit.

Will you send money to my PayPal account?

We will not send your funding to a PayPal account. Limited companies need a business bank account.

My card was declined. What do I do?

Go through this checklist to find out why:

  1. Have you recently set up or cancelled your Direct Debit Mandate? If you have recently changed your Direct Debit details, please wait for your bank to confirm the new mandate, which should take no longer than 24 hours.
  2. Did you freeze your card or do you have a spending limit set on your card? This can be changed in the Cards tab of the portal.
  3. Has your card been activated? If you have not yet activated your card, please do so on the Cards page of your portal.
  4. Have you reached your contactless limit? When you've spent more than £300 on contactless since you last entered your PIN, we'll ask you to insert your card and use your PIN.
  5. Does the merchant fall into any restricted categories? Some merchant categories are restricted, such as gambling, fines, wire-transfers, or purchasing foreign currency.
  6. Is the merchant located in a restricted country? Restricted countries include Belarus, Cuba, North Korea, Iran, Myanmar, Russia, Syria, Ukraine, and Venezuela.
  7. Do you have an outstanding repayment? If yes, please repay the outstanding amount via the Repayments page on your portal.

Why is the app crashing?

Please make sure you are on the latest version of the app by visiting the App Store on your device and installing an update if there is one available. If you are still experiencing issues, please contact our Customer Support team.