Support

Frequently Asked Questions

Register your email, username and password and follow the instruction to open your account in Imillion here. If you would like to open a business account, please remember that we will request you a BOD resolution that appoints you as account administrator.
An Individual account is the perfect account to send and receive money. This account has different deposit and withdrawal methods. The Business account is tailored to meet all the needs of multinational companies with worldwide operation. It allows companies to remit money anytime, anywhere in the world and to manage their employees travel expenses and payrolls through our tailored prepaid cards program.
Our accounting department will email your statements upon your request. Statement will be available online logging in into your account.
No, your iMillion account is not a bank account. It is electronic account issued by iMillion which allows you easily and securely, money remittance, FX and purchases of good online and offline through iMillion prepaid cards.
No, your iMillion account does not expire.
If you have a positive balance, you can fill in the form 'Account Closure' and indicate where to remit the money left on your account.
You can fund your iMillion account through bank wire, usually takes 2-3 working days. Please use our Inward Instruction Form that has been sent to you once your account has been opened to fund your iMillion account. It contains all the information that your banks need to transfer money to your account in iMillion. Don’t forget to indicate your account name and number in the payment details section.
Currently, you can deposit money using bank wire by USD, EURO, CHF and GBP. If you send funds in a different currency, an FX fee will be applied. More currencies will be available soon.
Please use our Outward Instruction form which has been sent to you once your account was opened to remit money from your iMillion account. Fill it in with the requested information and email it.
Unfortunately, a bank transfer does not update your balance until it has reached your Imillion account. If you top up from a bank domiciled in the UK or SEPA, the transfer should usually take anywhere from 3 hours to 2 working days. Otherwise, all SWIFT transfers can usually take up to 5 working days.
Some of the most common reasons for this can be that you have insufficient funds, have entered the wrong card PIN, exceeded your set monthly spending limit, or accidentally frozen your card.
Please check the 'Cards' section of the web application to view PIN, unblock it when 3 incorrect PIN attempts have been made, and make sure your card has not been frozen, expired, or reported lost or stolen.
A pending transaction is a payment which has been authorised, but it’s still waiting for the merchant to accept or reverse it. The merchant has 7 days in which to do this, but it can take up to 15 days if it’s an e-commerce pre-authorisation, or a deposit payment such as a hotel booking or car rental. Following this 7-15 day period, the money will be sent back automatically if the merchant hasn’t taken any actions. We’re unable to release the funds before this time.
A declined transaction could also appear as pending. Should this happen, the money will be returned to your available balance after 7 days.
You can check your ATM fees under your current pricing list signed before you opened your Imillion account.
Cash machine operators can also charge a fee on each withdrawal you make, so please double-check if there are any fees before taking out cash at any ATM.
Express delivery can take up to 3 working days.
If you have been waiting longer than the expected delivery date and are convinced that your card has been lost, please report the card as lost or stolen at our Support Center.
Please double-check that:
  • There are no security settings that have been blocking your transactions.
  • All of your card details have been entered correctly (PIN, CVC, or expiry date). You have to unblock your card if exceeding 3 incorrect tries.
If your physical card has been damaged or has worn out, you can order a replacement card. A small fee might apply and the estimated delivery date will be provided as soon as you confirm the order.
Yes, our policies and procedures are designed to protect both your confidentiality and the security of your information, including your non-public personal information. We store and process your personal information using third-party servers located in secure data centres, that are protected by firewalls and have restricted access in compliance with applicable regulations. All data passed between Imillion platform, our servers, and third parties are 2048-bit SSL encrypted.
As a financial institution, we are obligated under the Anti-Money Laundering and Counter-Terrorism Financing regulations to retain information about you and your Imillion Transactions for a period of 5 years.
In order to not hold your information for longer than is strictly necessary we will not hold any of your personal data for more than 6 years after we stop providing the Imillion services to you.
Client funds are stored under a segregated trust account at BFC Bank. Your money is not covered by the Financial Services Compensation Scheme. As an FCA authorised institution, Imillion safeguards your funds as per FCA requirements, the Electronic Money Regulations 2011, and the Payment Services Regulations 2017. In the event of an insolvency of IMillion, you will be able to claim your funds from this segregated account and your claim will be paid above all other creditors.
All your card transactions are processed by the Mastercard, Unionpay or Visa network and are protected by Mastercard, Unionpay or Visa rules.
The information we need in order to onboard you can include your name, phone number, email address, date of birth, identity documents, and SOW information. Among other things, we use your personal data to verify your identity, protect you against fraud, and provide you the Imillion services.