Changes to your sync. account coming soon.

We recently contacted you about upcoming changes to your sync. account.

 

We want to make this process as simple as possible for you. Here are all the details you need to know.

Share on twitter
Share on facebook
Share on linkedin
Share on whatsapp
Share on telegram
Share on email

Are you a user based in the EU? Scroll down to find information about your account. 

UK Customers

Why are these changes happening? 

We are integrating our services with a new partner. This will allow us to improve our service and make your sync. experience even better. This change will mean that UK users will all get new sync. account numbers, including the sort-code, account number and IBAN. 

What will happen to my account? 

Your sync. account numbers, including the sort-code, account number and IBAN, will change. This is because we’re switching to a new partner. 

What do I need to do? 

Your sync. app will prompt you to read and accept the new T&Cs in the coming weeks. Just follow the on-screen instructions to read the new T&Cs and accept them. 

Once you have your new account numbers, you need to change and scheduled payments (like your salary) to match your new account numbers. 

When will I get my new account numbers? 

Your new account numbers will be changed in your app soon after you have accepted the new T&Cs. This is likely to take a few days and could be as much as a few weeks. There’s no need to worry as we will make sure you get your new account details before the cut off dates. 

What will happen if I don’t accept the new T&Cs? 

Your sync. account will close if you do not accept the new Terms & Conditions (exact date to be confirmed). You must withdraw your funds before that date if you do not accept the new Terms & Conditions. 

If you still have funds in your sync. account after this date, we will help you get this money back, but the process will take significantly longer. You should contact sync. customer service via the ‘Help’ section of the sync. app. You will need to provide a copy of your ID and details of an external bank account in your name. You must provide a copy of the bank statement (dated within 3 months) and it must show your name and either the IBAN or account number and sort code. Our operations team will then manually transfer the funds to your external bank account. This process may take several weeks. 

Will I lose access to my money due to this change? 

No. We are fully regulated by the FCA so your money will be protected at all times. There is no risk to any of our customers with regards to not having access to their money in their sync. account due to this change. 

Can you give me the technical details? 

Your existing e-money account, including sort-code, account number and IBAN, are currently provided to you by our partner SettleGo Solutions Ltd (trading as ‘OpenPayd’). After the end of the transition period, OpenPayd will no longer be able to provide an account to you and will therefore end their agreement with you. However, the good news is that we will be offering you a new account over the coming weeks with our new partner.

What if I am due to have a refund on my card? 

You will need to provide alternative account details for your refund. Explain that the account you made the purchase on has been closed, and the retailer will be able to process your refund to a different account. 

Why has my card been declined? 

You may be using your old account details. You can send bank transfers from your old account, but cannot complete transactions, exchange money, receive money, or use any other functions with your old account. Make sure you have sufficient funds in your new account to complete the transaction you are making. 

We hope that covers everything. If you have any further questions, please visit sync. Support or get in touch with the sync. customer support team via the Help section on the sync. app.

EU users

Why are these changes happening? 

sync. is based in London, UK, so Brexit will affect our operations. Unfortunately, current EU accounts will have to close and we will be unable to accept new EU-based users temporarily. When EU users are able to register again, you will be able to open a brand new account. Please check our social media pages for updates on when we will be able to accept new EU user registrations. 

Why is my sync. account closing? 

Due to Brexit, we are being forced to close all non-UK accounts. We greatly regret this and we hope to welcome our current EU users back to sync. very soon. Unfortunately, the situation is out of our hands as Brexit means we are not currently able to support accounts for EU residents. 

When will my sync. account close? 

Your account will close on 31 December 2020. 

What do I need to do? 

You need to transfer any money out of your sync. accounts and into an external bank account. You can do this via a bank transfer. You must remove all of your funds by 30 December 2020. 

What will happen if I miss this deadline? 

If you still have funds in your sync. account after this date, we will help you get this money back, but the process will take significantly longer. You should contact sync. customer service via the ‘Help’ section of the sync. app. You will need to provide a copy of your ID and details of an external bank account in your name. You must provide a copy of the bank statement (dated within 3 months) and it must show your name and either the IBAN or account number and sort code. Our operations team will then manually transfer the funds to your external bank account. This process may take several weeks. 

Will I still be able to use sync. at all? 

You can still view your connected Spanish, French and Irish bank accounts through sync. open banking to see all your money, all the time. You will not be able to connect UK banks or use any of your sync. card features, such as adding, transferring, exchanging, holding, receiving, and spending money.

Will sync. allow EU residents to create a new sync. account in future? 

We want to welcome back our valued EU customers as soon as possible. We are only in this position due to Brexit. We are working on a solution to allow EU users to register for sync. once again and hope to have this in place in the first few months of 2021. 

How can I sign up to sync. again in the future? 

You can open a new sync. Account once we are able to support EU customers again. We expect this will be in the first few months of 2021. You will need to go through the full registration process and you will receive new account details with different account numbers to your previous account. 

What if I am due to have a refund on my card? 

You will need to provide alternative account details for your refund. Explain that the account you made the purchase on has been closed, and the retailer will be able to process your refund to a different account. 

We are hugely sorry for the inconvenience and the situation that Brexit has put us in. We hope you understand and thank you for your continued support.

If you have any further questions, please visit sync. Support or get in touch with the sync. customer support team via the Help section on the sync. app.

We are hiring!

Let’s make a difference.

Together.

Enjoyed Reading?

Share this article

Share on twitter
Share on facebook
Share on linkedin
Share on whatsapp
Share on telegram
Share on email

Available

to download on