Welcome to Woohoo Pay

Personal Information & Data

How to change my phone number, address, or other personal data?

It’s important to keep your personal data up to date (for example, your phone number is necessary to connect your smartphone or to send and receive MoneyBeams). Here’s how you can change your information:

  • Delivery addresspassword, or tax information: You can change this information yourself at any time in the app. Just go to 👤 My Account and select Settings then Personal Settings.
  • Name and sex: Chat with us and send two forms of ID: a copy of your new ID card or passport as well as an official document of the change (a marriage licence or updated birth certificate). We can also re-order a card with your new name once your account has been updated.
  • Nationality: Chat with us and send a copy of your new ID card or passport.
  • Email address: You’ll need to contact us via chat for this. We need to verify it’s really you changing your information so we can’t change any personal data over email.
  • Phone number: You can now change your phone number yourself at any time in the app. Just go to 👤 My Account and select Settings then Personal Settings.
    • Note: To be able to update your phone number in the app, you must use your paired device, meaning the smartphone linked to your account.

Bank documents—a guide to what’s available

 

Woohoo Pay is called The Mobile Bank for a reason—you can download your balance statement, account confirmation and other bank documents automatically. The following bank documents are official documents and they’re perfectly valid without a signature. Let’s find out a little more about them:

  • Your bank statement is a document that reflects your total balance and every incoming and outgoing transaction in your Woohoo Pay bank account, including your full name, IBAN and BIC. Here’s how you can download it.
  • Your bank information, aka Account confirmation is a document that confirms the bank account registered at your name. It includes your full name, date of birth, account IBAN and BIC, date of the account opening and—if you wish—it can also include your current account balance and card number (partially hidden). Here’s how you can request it.
  • The statement of fees is a document that reports all the bank fees you’ve been charged at Woohoo Pay in the past year.
    • In the WebApp: click on the download*
    • (new tab) icon, go to Statement of fees, choose whether you need a report of the past 6 or 12 months and click on Request. You’ll receive a PDF in your Messages inbox within 24 hours.
  • The Transfer confirmation is a document that confirms that a transfer has been made from your Woohoo Pay account. It includes your full name, address (as registered in your Woohoo Pay account), IBAN and BIC, transfer amount, date, reference text, and the recipient’s full name, IBAN and BIC.
    • In the mobile and Web App: from the Home screen, choose the transfer and select Transfer confirmation—the PDF will be automatically generated.
  • The card payment confirmation has the purpose to confirm that a payment has been made using your Woohoo Pay Mastercard, you can provide the bank statement of the corresponding month.
  • RIB (Relevé d’Identité Bancaire in French) is a document containing your main bank information—full name, legal address, IBAN and BIC—specific for the French authorities.
    • In the WebApp: click on the download*
    • (new tab) icon, scroll down to RIB and click on Request.

 

* The download icon is the square with an arrow pointing down, placed on the left of the ‘Add money’ button.

Can Woohoo Pay close my account?

 

In short: yes.

We can close your account in 3 ways (with 2 months notice, 14 days notice, or immediately). These cancellations are final: our Customer Support can’t provide any information about the background of individual cancellations nor can they reverse the decision. You’re also able to terminate your business relationship with us at any time, immediately, and without a reason.

2 months notice:

We have the right to terminate any business relationship with 2 months notice without a cause (see section 19 (1) of our T&Cs

(new tab) or § 675h of the German Civil Code).

14 days notice:

We can also terminate any business relationship with 14 days notice (see section 19 (3) of our T&Cs if reasonable cause is given due to the breach of contractual duties. These include:

  • Using a personal account for business purposes. According to our T&Cs, a private account may only be used for personal use. Any credit transfers that relate to professional fees for provided services and/or sold products are considered business transactions. If you’d like to use your account for this purpose, please sign up for an Woohoo Pay Business, Woohoo Pay Business You or Woohoo Pay Business Metal account.
  • Providing incorrect or insufficient information for a routine background check. We’re a bank so we sometimes run checks on transactions. If you don’t provide correct and/or sufficient information about the transaction in question, we have the right to terminate the business relationship in order to be compliant with European financial regulations.
  • Displaying abusive behaviour towards Woohoo Pay employees. We don’t tolerate abusive behaviour towards our employees. The threat of physical harm or general abusive behaviour may be considered a criminal offense according to European law and will be reported to the respective authority without exception.

Immediate cancellation

We may also terminate any business relationship on an extraordinary basis (see section 19 (3) of our T&Cs

That means: at any time, without prior notice, and without a cancellation period when there is reasonable cause for such termination. These include:

  • Providing incorrect statements to Woohoo Pay about your financial situation, especially when you apply for a credit.
  • Failure to repay your loan or any debt toward Woohoo Pay.
  • Failure to comply with Woohoo Pay’s requests about your loan (see provision or increase of security, section 13 (2) of our T&C’s.

How to find my IBAN or account number?

 

You can find your IBAN and BIC number on your balance statements or in 👤 My Account from the mobile app or WebApp

(if you haven’t activated your card and need to top up your account).

All our IBANs start with DE (Germany ), IT (Italy), or ES (Spain) followed by the check digits (two numbers), then our bank code 11011001 and end with your 10-digit account number (start at 27).

You can easily share your information through the share button in 👤 My Account. Or you can download your bank account information as a PDF by logging into the WebApp and selecting the cloud icon on the top-right corner of Transactions.

Prefer a video over text? Watch the tutorial on our Woohoo Pay Support YouTube channel.

How to download my personal data?

 

The General Data Protection Regulation (GDPR) is a European regulation on data protection and privacy that went into effect on May 25th, 2018. We’ve added a data export option to the WebApp as a response to Art. 20 GDPR. And, as with everything we do, getting your personal data you provided to us is transparent and simple, and you’re in complete control: go to 👤 My Account then Personal settings and Your personal data.

The right to data portability under Art. 20 GDPR covers personal data you provided to us. Art. 20 GDPR shall enable you to easily switch the service provider in case you want to use these data to open a bank account at another bank. This is why Art. 20 GDPR requires to provide these data in a machine-readable format to you.  It’s important to keep in mind that the file is to be used for data portability purposes only and your computer might not be able to read a JSON file. Also, if you can open the JSON file the data might be difficult to understand as it is not intended to be human-readable, but machine-readable. The file we provide has the only purpose of being transmitted to another bank. 

As a mobile bank, we know the importance of data security. For this reason we take additional security measures before you can download your data, which are described below. We do so in order to make sure that you, the account holder, is in fact the person who downloads the data.  

You can request to download the personal data you provided for a current or previous account with us up to 6 months after account closure date. It will come in a machine-readable format so you can share it with a third party if you choose to.

Current customers:

Please request your data through our web form.

You will be asked to create a temporary password to use for the link we send to your registered email address. This link is only valid for 24 hours from the moment you received the email. And please note that if the password is entered incorrectly five times, the link will become invalid and you will need to create a new export request.

Former customers:

You can download personal data you provided up to 6 months after account closure date. To request this information, complete a data request form and make sure that the information you provide correctly matches all your previous account information. You’ll need to know:

  • the first and last name, personal ID number, and expiration date of the identification document (national ID card or passport) you used to verify the account,
  • the registered email address of the account,
  • the date (month and year) you created and closed your account (check your verification email).

For security reasons, we have to make sure it’s really you downloading the data: if any field is inaccurate or missing, your request will not be successful.

You will be asked to create a temporary password to use for the link we send to your registered email address. This link is only valid for 24 hours from the moment you received the email. And please note that if the password is entered incorrectly five times, the link will become invalid and you will need to create a new export request.

If you want more information about the collection, use, and processing of your personal data, please visit our updated Privacy Policy (DEU) (EU).

How to close my account?

 

We’re sorry to see that you want to close your Woohoo Pay account. We’d love to keep you as a customer—tell us what we can do better!If you have a premium Woohoo Pay account, you can simply cancel your premium membership and switch to the free Woohoo Pay Standard bank account. 

If you’ve decided to permanently close your Woohoo Pay account, here’s what to do:

  1. Make your account balance €0. If you still have money left in your Woohoo Pay account, you should transfer the money to another bank account. If your account balance is negative, make a deposit to your Woohoo Pay account so that your account balance is €0.
  • Tap here to begin your account closure process online. You’ll first need to need to log in to verify your identity. The app will then guide you through the account closure process.
  1. Destroy your Woohoo Pay card. For example, by cutting it up with scissors. You should cut the chip embedded into your card and the magnetic stripe on the back of your card, then dispose of the parts separately.

If you have an Italian IBAN or you’re unable to log in to your Woohoo Pay account, please email closure@Woohoo Pay.com

(new tab) from your registered email address with this cancellation form attached. This cancellation form includes:

  • A declaration requesting the closure of your Woohoo Pay account on a specific date, or “as soon as possible”
  • Your full legal name
  • The IBAN of your Woohoo Pay account
  • If you have funds remaining in your main account or your Spaces sub-accounts, we’ll also need an IBAN of another bank account within the SEPA area (eurozone) for us to transfer your remaining balance.

How to change my phone number?

 

It’s important to keep your personal data up to date, for example, your phone number is necessary to connect your smartphone or to send and receive MoneyBeams.

Here’s how you can change it in your app:

  • Go to 👤 My Account
  • Select Settings
  • Click on Personal Settings and update your phone number

To be able to update your phone number in the app, you must use your paired device, meaning the smartphone linked to your account.

How to download my Statement of Fees

 

The Statement of Fees is part of the Payment Accounts EU Directive that provides banking customers the ability to access an overview of their past fees.

A Statement of Fees is available at any given time for all of our current customers.

For current customers, login to the webapp, then click on the download icon and scroll down to ‘Statement of Fees’. Select ‘Request’ and you’ll receive an email to your registered email address (can take around 5 minutes). From there simply follow the instructions to download your Statement of Fees.

For former customers, you can download this statement up to 6 months after closing your account, using the following form.

You will need the following information:

  • the first and last name, personal ID number, and expiration date of the identification document (national ID card or passport) you used to verify the account
  • the registered email address of the account
  • the date (month and year) you created and closed your account (please check your verification email).

You will be asked to create a temporary password to use for the link we send to your registered email address. This link is only valid for 24 hours. And please note that if the password is entered incorrectly five times, the link will become invalid and you will need to create a new export request.

* For Business accounts cash back amounts will not be shown