Frequently asked questions

Transactions are processed exclusively in US dollars. This means that the quote and the transfers of funds will only be carried out in this currency. Your recipient will receive the funds in the currency you requested.

We are in a sponsor bank migration process to offer you better services and benefits. This requires an account closure.

You can withdraw your balance via ATM, bank transfer (ACH) or spend it with your card. If there is a remaining balance by May 7, we will send you a check to the address we have on file within 30 days from May 7.

At the moment we do not have a specific date, but we will notify you as soon as you can open your new account.

You can withdraw your balance by making a bank transfer, using your h.way card or withdrawing it at an automated teller machine (ATM).

You can withdraw it at no cost at the ATMs in our network at the following link: All Point ATM Locator

Right now you have access to all services but consider the following schedule for them to stop working:

- Loads with Apple Pay / Google Pay: April 12 (11:59 PM EST)
- Deposit with bank account (ACH Debit): April 12 (11:59 PM EST)
- Cash deposits: April 12 (11:59 PM EST)
- MasterCard Load/ Paypal deposit /Maestro Load / GreenDot Load: April 12 (11:59 PM EST)
- Payroll deposits: April 30 (11:59 PM EST)
- Use of h.way card and account: May 7 (11:59 PM EST)
- Piggy and rewards account: May 7 (11:59 PM EST)

‍

Please withdraw your funds from the account, if there is a remaining balance by May 7, we will send you a check to the address we have on file within 30 days from May 7.

‍

Your privacy and security are our top priorities. All personal information will be handled carefully and comply with all applicable laws and regulations.

If you have any questions or need further assistance, our support team is here to help. Please don't hesitate to contact us at support@h-way.com.

h.way is a financial app designed for Hispanics and made our way. Here you can easily open accounts with your license, ITIN, and even your consular registration. It gives you flexibility and absolute control of your money from your phone without the obstacles due to having no credit history.
‍
We help you so that you can do more with your money by not charging more for services that are important to you. Our app is available for Android and iOS and offers you an account and debit card, emergency medical insurance, budget planning and debt reduction tools, and international remittances.

‍

• Within your h.way app, go to the main menu at the top left. The app will display the options menu.
• Select "Support" in the menu.
• By clicking, you will have access to frequently asked questions information. Check if any of them answer your questions or the help you seek. If you need to speak with a support representative, scroll to the bottom of this section where you’ll  find the options to receive assistance from our User Support Team.
• If you don't have your app or cell phone available, we suggest you use another phone and call 1-844-684-6844. Remember that it is necessary to provide your account number or debit card to receive adequate attention.

h.way is not a bank; however, on all h.way plans you can open a bank account issued by the Metropolitan Commercial Bank (MCB) and a Mastercard debit card.

At the moment that function is not available. However, we are working to offer it in the not-too-distant future.

Yes, h.way works with Apple Wallet, Google Wallet, and Samsung Pay.

We recommend that you enable security options on your devices, such as passwords, facial recognition, or fingerprint recognition. Remember that having security options active on your mobile device is your responsibility.

Currently, you can receive up to 5 deposits of $2,500 USD.

For more information, consult our information on rates and limits at the following link.

Yes, you can send remittances to friends or relatives abroad. In addition, you can send dollars to the following destinations:

Mexico

Colombia

Guatemala

Dominican Republic

El Salvador

Honduras

Nicaragua

Peru

Chile

The h.way account does not have any maintenance costs.

• $0 annuity
• $0 fees for minimum balance
• $0 account maintenance fees

For more information, check https://www.h-way.com/legal/limits-and-fees

Additionally, we have plans with more benefits for you. If you wish to receive more information, please review https://h-way.com/plans

• Directly from h-way.com or download our app from the Apple Store or Google Play Store on this link.
• Click on "Register."
• Enter your phone number
• Write your full name and your email
• Create your access PIN
• Enter the code that we will send you by text message to verify your phone
• Accept the Terms and Conditions
• And everything is ready! It’s that easy.

Our section has guides and frequently asked questions from your h.way app. To access it, within your h.way application, go to the main menu, the hamburger icon in the upper left. Click and the app will display the options menu.

Select "Support" in the menu.

You will have access to frequently asked questions information. Check if any of them answer your questions or the help you seek.

The daily transaction limit is $2,500 USD.

For more information, consult our information on rates and limits on the following link.

Your card could be declined for different reasons. We recommend that you initially check your card balance. Some possible reasons are:

• Security charges at gas stations, shops, and restaurants. Some merchants usually make a verification charge for an amount more significant than what you have in your account, and they do that to make sure there are enough funds. These charges can sometimes be anywhere from $2 USD to $20 USD.
• We suggest that you check with the merchant at the time of the declined transaction to see if any additional amount is being charged.
• In restaurants, they sometimes add a reserve amount for the tip or additional charges.

At the moment, this service is not available, but we are working to offer it soon.

At the moment, remittances are to the following countries in Latin America.

Mexico

Colombia

Guatemala

Dominican Republic

El Salvador

Honduras

Nicaragua

Peru

Chile

*The h.way application will have these destinations enabled.

Currently, the card has no cost, and there is no charge for shipping.

* The replacement of the card does have a cost which you can review in the following link https://www.h-way.com/legal/limits-and-fees

Yes, h.way uses top-notch security technology to keep your information safe to prevent fraud. Plus, we have an advanced verification process that protects your personal information from impostors. Please consult our privacy policy.

Funds in your h.way account are held at an FDIC insured institution. Our debit cards are issued by Mastercard and are protected by ID Theft Protection, which monitors and minimizes identity theft, with certified specialists available to resolve identity theft issues 24/7.

Our financial plans also have the technology of commercial allies such as MX, Microinsurance, Dosh, and other partners with which we work together to build the best financial solution for you.

You can find h.way in the Apple App Store and the Google Play Store

You can also download it by clicking on this link.

Funds in your h.way account are held at an FDIC insured institution.

Once your account has been created, you need to request your debit card on your h.way app. Then the shipment will take 3 to 5 business days.

You will receive an email when your card arrives at your address.

At the moment, this service is not available, but we are working to offer it soon.

Starting at $25, we guarantee the lowest exchange rate capped at 2% total.

For more information, consult our information on rates and limits at the following link.

We're focusing on helping you solve real problems, like overspending and undersaving today so that you can prosper tomorrow. Plus, we're obsessed with reducing unnecessary fees and inefficiencies in the financial services system, so our customers don't have to overpay or get taken advantage of. In short, we care about designing financial services that fit the needs of each Hispanic family.

Actually, within our many benefits, with h.way you can forget about charges and commissions for account or balance use since, with us, you don’t need to have a minimum balance.

Follow these steps:

• Open the home screen.
• Tap the "Add Money" button.
• Tap on "Deposit."
• Enter the amount you want to deposit.
• Select the payment method or tap "Add new" (check the article How to add a new account? if you have questions)
• Tap on "Recurring."
• Select the frequency of the deposit.
• Tap on "Deposit."

No, but we are working on it.

Yes. Funds in your h.way account are held at an FDIC insured institution.Yes. Funds in your h.way account are held at an FDIC insured institution.

We are a 100% Hispanic company. Our founders are a renowned Bolivian technologist, a Colombian engineer/entrepreneur, and a Mexican finance expert.

We have formed a multinational and multicultural team with different ways of thinking but with dreams, hopes, aspirations, and a family to work for. We direct our energy towards collective financial growth to build a stronger society and community with equal opportunities through the design and implementation of a financial platform.

No. h.way allows you to create your profile and obtain a bank account by providing a valid government-issued ID, or a US passport or driver's license, as well as providing a US cell phone number and your US physical address.

Follow these steps:

In the main app screen, Go to "Cards."

Tap "Report Lost/Stolen."

Your card will be automatically blocked, and then you can request a replacement by confirming the delivery address.

Another option to block your card is to dial 1-844-684-6844 and follow the instructions. 

Follow these steps:

• Open the home screen.
• Tap the "Add Money" button.
• Tap on "Deposit."
• Enter the amount you want to deposit.
• Select the payment method or tap "Add new" (check the article How to add a new account? if you have questions)
• Tap "Deposit."

Yes, you can send money to a person who does not have an h.way account.

If you want to send money abroad, all the recipient needs is a debit or prepaid card where they can receive the money.

*At the moment, there are no h.way users outside of the United States.

We have a variety of financial services and valuable tools to help you manage your money and make it work for you, not the other way around.

With h.way you can:

• Make transfers 24/7
• Send money instantly to other h.way users
• Receive your salary up to two days before when you schedule your direct payroll deposit
• Send money internationally
• Save automatically with our "Piggy Bank"
• And if you opt for the Monarca Plus account, you will receive cash back on the remittances you send, you will have access to "Finance Genie" an A.I. Tool that helps you plan your budgets and how to pay off your debts, as well as a Guardian Angel, an h.way service where you are covered up to $1000 in case of medical emergencies.

The account holder must be a person over 18 years of age. We will have more news about options for family plans very soon.

We collect and use your information according to our Privacy Notice.

Your information is used for the following purposes:

To provide you with our services and/or process your transactions.

To verify your identity and determine appropriate services.

To send you important notices, such as communications about your transactions and changes to our terms and conditions.

Loss and fraud prevention.

To comply with regulations on the prevention of money laundering.

To resolve problems and disputes.

To see more details, review our Privacy Policy.

To receive your salary in h.way, provide your account information to your employer.

• Open the home screen.
• Tap on "Account Information."
• Provide this information to your employer.

The time will depend on the financial institution receiving the money. The transfer time can take from a few seconds to 1 day.

No. h.way is a financial app that provides its customers with financial services at the lowest possible cost. However, our platform offers you the option of acquiring a bank account and obtaining a Mastercard debit card that’s protected against fraud, unauthorized purchases, and identity theft. Funds in your h.way account are held at an FDIC insured institution.

No. h.way seeks to be your financial ally and help you better manage your money, so with us, you will not have any charge for having your account, opening your account, or maintaining your account with us.

For more information, consult our information on rates and limits at the following link.

Notifications: To have a communication channel with our clients outside of the mobile application. This allows us to communicate events in real-time, such as transaction processing and update of terms and conditions, among others.

Camera and images: To scan your ID or cards.

Contacts: Accessing your contact directory allows us to facilitate the search for contacts you wish to pay.

You can send money to anyone who has a debit or prepaid card.

 Follow these steps:

Enter "Global Payment".

Tap "Send."

Select the contact to whom you will send the money.

Fill in your personal information and tap "Next."

Enter the amount you want to send.

Choose your payment method.

Verify that all the information is correct and tap on "Send."

If your account is blocked, please get in touch with us through the chat on the website. We will help you solve the problem.

Your experience is our priority!

Of course not! Everyone is welcome to use h.way. We hope that the benefits we can build will benefit our communities.

No. With h.way, opening a bank account is very easy, as you only need to provide a valid government-issued ID, passport, or US driver's license.

We recommend blocking your card by calling our support line at 1-844-684-6844.

• Have legal age (18+)
• Provide your Personal Information (Name, Address, etc.)
• US cell phone number.
• Your social security number or ITIN (Individual Taxpayer Identification Number).

To change your card PIN, dial 1-844-684-6844 and follow the instructions. We currently do not offer the PIN change service within the application.

Monarca is the basic plan that has no cost when opening an account with h.way. The Monarca plan gives you a Mastercard debit card and includes all the basic functions.

Monarca Plus is another financial plan, which also includes "Guardian Angel", our medical emergency fund to cover unexpected expenses, 1% cash back on Remittances.

We also have other plans available for you in this URL.

If you forgot the PIN (password) of the app and cannot access your account, follow these steps:

Enter login and tap on "Forgot your PIN?"

If you forgot your PIN, but you are browsing the application, follow these steps.

Access the "Menu" and tap on "Profile".

Tap "Security."

Tap "Change app PIN" and follow the instructions.

We suggest you contact our support team.

• Within your h.way app, go to the main menu, the hamburger icon at the top left. The app will display the options menu. 
• Select "Support" in the menu.
• You will have access to frequently asked questions information. Check if any of them answer your questions or the help you seek. If you need to speak with a support representative, scroll to the bottom of this section and find the options to receive assistance from our User Support Team.
• If you don't have your app or cell phone available, we suggest you use another phone and call 1-844-684-6844. Remember that it is necessary to provide your account number or debit card to receive adequate attention.

On your h.way app, navigate to the menu at the top left corner, click on “Profile”, select “Closing h.way Account” and follow the instructions on this closing details page.