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USUAL QUESTIONS

What currency are transactions processed in?

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.

What is h.way?

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.
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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.

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How do I contact the support team?

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.

Does h.way work with Zelle?

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

Does it work with Apple and Google Wallet?

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.

How much can I deposit in cash?

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.

Can I send remittances with h.way?

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

Is there a maintenance fee for the h.way account?

The h.way account can be free of monthly maintenance fees, depending on how you use it. While the maximum monthly maintenance fee is $14.95, you could pay less—or nothing at all— depending on how you use your account, including:

• The number of secondary cards linked to your account.

• Whether you receive at least one direct deposit of $500 or more each month.

Many of our users qualify for $0 in maintenance fees.

For full details, please see the Cardholder Agreement and Fee Schedule.

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How can I register on h.way?

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.

Where can I find more information on how to use the app?

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.

Is there a spending limit on my h.way account?

The daily transaction limit is $2,500 USD.

Why was my card declined? What could be the possible reasons?

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.

Can I deposit by check to my account?

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

To which countries can I send money?

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.

How much does the physical card cost?

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

* The replacement of the card does have a cost

Is my personal data safe?

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.

Who endorses h.way?

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.

Where can I download h.way?

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.

How long does it take to get the card?

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.

Does it work with Zelle?

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

What is the commission for sending remittances abroad?

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.

How is h.way different?

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.

How do I make recurring deposits? (Scheduled deposits)

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."

Can I receive money from abroad?

No, but we are working on it.

Who are the owners/founders of h.way?

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.

My card was lost/stolen. What can I do?

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.

How do I deposit money to my h.way account from another account?

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."

Can I send someone who doesn't have an account with h.way?

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.

What services does h.way offer?

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.

Is there a minimum age to open an account?

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

Why do I need to give my personal information?

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.

How do I receive my payroll in h.way?

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.

How long does it take to receive a transfer?

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

Is h.way a bank?

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.

Why does the app ask me to access my notifications, camera, and contacts?

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.

How do I send money?

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."

How do I unlock a blocked bank account?

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!

Is h.way exclusively for Hispanics?

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

My cell phone was lost or stolen.

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

What do I need to open an account at h.way?

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).

How do I change my card PIN?

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.

How do I change the PIN (password) of my app?

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.

What do I do if I don't recognize a charge that was made to my card?

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.