Plato Help Center

Anyone who's at least 18 years old and is a resident of the European Economic Area (EEA) can open a Plato account.

Opening an account is easy. Download the Plato app from the App Store (iOS) or Google Play Store (Android) and complete the onboarding process in a few clicks. You simply need to enter your details and have an ID document ready (national ID card, driving license, passport or residence permit) in order to confirm your identity.

You can open a Plato account if you are resident of one of the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and United Kingdom.

You can download the Plato app from the App Store if you have an iPhone, iPad or iPod touch, or from Google Play Store if you have an android device. Open the App Store or Google Play Store on your phone, find the Plato app and tap install, it's free! Also, you can visit our website, click on
the "Get the App" button and we'll send you a message with a link to download the app.

If you don't already have a Plato account, you will need at least one of the following documents
to verify your identity:
1. ID card
2. Passport
3. Driver's licence
4. Residence permit

It usually takes 1-2 working days for our compliance team to confirm your identity.

No. During the onboarding process Plato will ask you to choose between two currencies: EUR and GBP. The selected currency can't be changed in the app.

To prove your identity, you will need one of the following documents:
1. ID card
2. Passport
3. Driver's licence
4. Residence permit
Therefore, during registration in mobile application, you'll be asked to scan an identity document.

When you open a bank account, you usually need to take some ID into the bank branch. Plato is no different. Regulators require us to know who's using our service. It helps us combat money laundering, and keep everyone’s money safe.

You can edit your personal information but first you need our permission.
Open the Plato app, go to Settings / Account details / Request the ability to change information.

If you want to change your password / login code, go to Settings / Change login code
and follow the steps:
1. Enter your phone number
2. Enter the 4 digit verification code that was sent to you by sms
3. Create a new 4 digit code
4. Confirm the new code

Not currently. However keep tracking our product updates as we plan to introduce this in the future!

You can manage the ways that we get in touch. You can choose which notifications you get from us. If you want to stop getting certain notification, just toggle off that notification type in the Notifications tab in Settings.

Currently it is not possible to have two separate Plato accounts at the same time.
However, within your Plato account you can create shareable accounts for members of your family.

You can load funds into your Plato account either by using one of your other debit cards or by making a bank transfer via the app. In the future, other payment methods will be supported.

Only you as the primary cardholder will be able to load your card (account).

The primary and secondary cards do not share a balance. Only you can load a secondary card, as the primary account holder, by carrying out a wallet to wallet transfer within the app. As the primary account holder you can initiate a transfer from your primary account to the account associated to a secondary card either on a one-time basis, or, as a recurring transaction.
The secondary cardholder will be unable to trigger a load onto the card themselves and, furthermore, no other load channel will be available to them .

You can withdraw money from your Plato account anywhere in the world at ATM where Mastercard® is accepted. You just need your physical card and your card PIN.

To close your Plato account you must first empty your account of funds. You can do this either by transfering the funds to your external bank account by using your card to take cash from an ATM, or by spending at a shop or online. Please contact Support to inform us of your intention to close
the account so that our systems can be updated accordingly.

If your account has been closed, please contact Support. We may have suspended your account on the basis of risky transactions.

After you have opened your Plato account, you will be automatically issued with a Virtual card. At this point you'll be able to top up your account and use your Plato virtual card. You can apply for the Plato physical card simply within the app, by confirming the delivery address (the one you provided during registration process).

Plato is a debit Mastercard® that allows you, or your family, to spend the funds that have been loaded onto it, like any debit card. The cards are accepted at 35 million locations worldwide and are linked to your account, so you have instant access to your funds any time, anywhere. Cash can be withdrawn at any ATM where Mastercard® is supported.

Your Plato card can do everything your usual debit cards do! Just load your card and take out cash or pay for anything you need - online shopping, bill payments or in store purchases. The benefit of using the Plato card is that you have full transparency and control of your spending and transfer funds to your family at any time.

The virtual Plato card is for online purchases only. The physical Plato card is for shops and retail locations, as well as for withdrawing cash at any ATM where Mastercard is supported. You can also
use the physical card for online payments.

A virtual Plato card is like a regular debit card, but can only be used for online purchases. Your virtual card details can be accessed through the Plato app. Once your virtual card is generated, it is immediately ready for you to use it to make payments online.

Once you have added funds to your card account, you can order a ​Mastercard® debit card directly through the Plato app. Just go to Cards / Get physical card. Confirm your delivery address and we
will send you your physical card.

You should receive your card within 3 to 10 working days, depending on your location.

If you have been waiting longer than the expected delivery date and are concerned that your card has been lost, please report the card as lost or stolen in the app and contact Support to order a replacement card.

Indeed you can for a member of your family. A secondary card is requested by you as the primary card holder from within your account in the app. You will have to enter the details of the secondary card holder including First Name, Last Name, Address and Date of Birth. You as the Primary card holder will receive the secondary card in an inactive state. You will be required to confirm its receipt and activate the card within the app prior to giving it to the secondary cardholder. You, as the primary cardholder, take full responsibility for the activity of the secondary card.

You can create your 4 digit card PIN in the Plato app before your physical card activation.

You can find the card PIN in your Plato app. Go to Cards / Card details / PIN settings / View PIN.

If you enter the wrong PIN for your card three times, we will temporarily block your card as a security measure. You can unblock it via the Plato app. Go to Cards / Card details / PIN settings / Unblock PIN.

Yes, you can change your PIN in the Plato app. Go to Cards / Card details / PIN settings / Change PIN. In order to set your new PIN, you must first enter your login code and your old PIN.

If you are having problems with your PIN, first of all try checking the Cards section in the app’s main menu and select the option to unblock your PIN. If you have further complications or questions, please contact Plato Support. Be advised that your card will be temporarily suspended if you incorrectly input your PIN three times within one hour.

If your card has been stolen or lost, make sure to urgently report this in the Plato app. Go to  Cards / Card details / Report a stolen card. Card will be deactivated automatically and you will be able to activate it again if you find it.

At any point you can go into your app, select the card and freeze or unfreeze it,
this gives you control over when the card can be used.

If your physical / virtual card is not working, please contact Plato Support and
be prepared with any information you can provide about attempted transactions.

Debit cards expiration dates printed on cards usually consist of a month and year only. In such cases, the cards remain valid until the last calendar day of that month. If, for example, an expiration date reads "06/23" this means it can be used until midnight on June 30, 2023.

Find the "Remove card" button in the "Cards" tab on the dashboard. You will be asked to confirm
if you want to delete the card. But first, you must empty your account balance which has to be zero before deleting. You will also be informed that the card will be deleted permanently and that you will
not be able to activate it again.

You can send money via Plato to any Plato user you willingly add to your Plato account. Those users can be located anywhere in the world as long as you are the resident of one of the EEA countries.

1. Open an account in minutes via the Plato App.
2. Load your account from any of your debiit cards or existing
bank accounts and access the virtual card immediately.
3. Order physical cards for you and your family.
4. Once they have their physical card, you can instantly send your family
cash, any time, from your phone by topping up their card balance.
5. And even more, you can set limits on when and where the card is used,
how much and on what. Full transaction transparency on your phone.

Sending money with Plato is super fast, in some cases it is really instant. Usually your money arrives within a few minutes. Sometimes it takes just a few seconds!

For an overview, you can access the "Statistics" tab anytime, it is located next to the "Dashboard" at the bottom of main menu. If you want to see more detailed data, you can choose the specific category where you will be able to see the amount, number of transactions and percentage, but also a list of subcategories with the location, time and amount for each.

You will recieve a confirmation notification that the transaction completed successfully.

There is no need to track the status. Your transfers via Plato are fast, and in some cases even instant!

You can use the Plato virtual card number for online payments. Once you receive your physical card, you'll also be able to use it for online payments.

You can top up your Plato account from your bank account or any debit card you have. But for now, the only way to send money is via the Plato card using the Plato app. After you create primary account, you will be able to add a family member by creating a shareable account for them.
After that, order a card for your family member and you will be able to make instant money transfers from your account to the card anytime you want.

Receiving money via Plato is easy. A member of your family who has already registered a Plato account can add you to his Plato network and transfer money to you in just a few clicks in the Plato app. Money will be available instantly, you can start spending it imediately online. Person sending you themoney can order a physical card for you, so you can also spend the money offline.

A Plato payment request is a quick and easy way for your family to ask for your help. If they need some cash, they can use the app to send a request to you with details such as amount and description. You can then decide whether to act on the request or not.

Payments can be declined due to a variety of reasons. These may include, but are not limited to: incorrect card details being entered, incorrect information input, insufficient funds in your account, merchants types who are not allowed, merchant issues, spending greater than your present spending limit, or security settings that have not been updated. In the last example please look at the "Cards" section in the Plato app to review your security settings.

Always use the address you used when you registered for your Plato account, unless you have updated it with us since then. You can change your address anytime in the app, or by contacting our Support.

Yes, there are annual, monthly and daily limits on how much money you can load to your account, spend and withdraw from ATMs, and these limits for using your card are outlined in the "Terms & Conditions" and can be found within the Plato app or on Plato website.

The overall maximum debit card limits are shown within your "Terms & Conditions" and are set by Plato. Users cannot change those limits.

You can send the following maximum amounts:
- 20,000 GBP per year
- 2,500 GBP per month
- 1,000 GBP per day

Your spending limits are:
- 50,000 GBP per year
- 10,000 GBP per month
- 2,500 GBP per day

Your family member's spending limits are:
- 20,000 GBP per year
- 2,000 GBP per month
- 1,000 GBP per day

The charges for using your card are outlined the "Terms & Conditions"
and can be found in the Plato app in "Settings" tab or on Plato website.

Sometimes merchants will create "ghost" transactions to verify your card information. These transactions may never be completed or are refunded, your account balance should never actually change and any pending ‘ghost’ transactions will disappear within seven days.

There is no monthly fee for maintaining Plato account. But there is a one time card fee which is charged for the delivery of the card. If you order 1 card for yourself, that will cost you 5 GBP. If you order 2 cards, for you and your family member, that will cost you only 7 GBP.

Your ATM withdrawal limits are:
- 50,000 GBP per year
- 7,000 GBP per month
- 500 GBP per day

Your family member's ATM withdrawal limits are:
- 12,000 GBP per year
- 1,000 GBP per month
- 500 GBP per day

You may have problems withdrawing cash due to one of the following reasons:
1. Your personal limits do not allow you to withdraw the amount you want to withdraw.
2. You can only withdraw as many funds as you have deposited on your account.
3. The fixed maximum daily limit for withdrawals is 500 GBP. Some ATMs also have their own limits.
If you didn’t receive cash from the ATM, but the amount was still charged from your account, contact our Support.

Make sure you always say no to conversion, or choose to withdraw in the local currency.
Here are some examples of what you might see when using an ATM, and what you should choose:
“Continue with conversion” or “Continue without conversion” Choose: “Continue without conversion”.
"Debit in your home currency" or "Debit in the local currency" Choose: "Debit in the local currency".
“Let us convert the money for you - yes or no” Choose: “No”.
“Confirm an exchange rate - yes or no” Choose: “No”.

We aim to provide a high quality service that meets the needs and expectations of all our customers. We do, however, accept that there may be occasions when you may feel dissatisfied. If this does happen, please tell us about it, so we can correct this. We endeavour to resolve any matter as quickly
as possible. Please contact us by one of the following methods:
1) Telephone: +44 207 0488147 Calls cost your standard network rate when calling within the UK. Calling from outside the UK - please check with your call provider.
2) Email : support@platomoney.com

Plato clients are issued with e-money accounts on the platform of Modulr Finance Limited, a company registered in England with company number 09897957 and ICO registration: ZA183068, is registered with the Financial Conduct Authority (Firm Reference Number: 900699) as an EMD Agent of Modulr FS Limited. Modulr FS Limited, a company registered in England with company number 09891919 and ICO registration: ZA183098 is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution (Firm Reference Number: 900573). You can check the Financial Services Register here. Plato client accounts have an account number under one of Modulr’s Sort Codes, or an IBAN associated with Modulr’s bank identifier code (BIC). These e-money accounts are provided under Modulr FS Ltd’s license as an AEMI (FRN: 900573). In line with their regulatory requirements, 100% of client funds related to the e-money that Modulr FS Ltd has issued are segregated from Modulr’s own funds and are held within designated Client Money Accounts with their clearing bank. This means 100% of client funds are protected from any risk associated with Modulr’s solvency. Modulr uses a range of clearing banks for different services, but with Direct Access to Faster Payments and Bacs, Modulr holds funds associated with UK domestic flows at the Bank of England.

The UK Financial Services Compensation Scheme is not applicable to e-money accounts. Only UK authorised banks, building societies or credit unions are protected by the FSCS.

Modulr uses a range of clearing banks for different services, but with Direct Access to Faster Payments and Bacs, Modulr holds funds associated with UK domestic flows at the Bank of England.

Virtual cards reduce the risk of exposing the underlying credit / debit card details to the vendor. Since they are only visible to you, any chance of cloning or fraud is negligible.

If you think you’ve been the victim of fraud, please take the following steps:
1. Go to the "Cards" tab in the main menu to freeze all activity on your card.
2. Contact our Support and be prepared with any information you can provide about your suspicions.