If you can identify the merchant behind the charge, approach them first. This will give them the chance to resolve the dispute for you. In many cases the retailer can resolve your issue much faster than we can. If you are unable to resolve the matter, you can raise a charge back dispute by sending us a secure message through the mobile app or online banking with the details.
Archives: FAQs
What should I do if my card was taken by an ATM?
If your card was taken by an ATM, go to the Cards tab on the MeDirect App or via Online Banking, click on “Settings” followed by the “Replace card” option to replace your card.
What should I do if I do not recognise a payment made from my card account?
If you have identified a transaction that you did not carry out, immediately freeze your card by going to the Cards tab on the MeDirect App or via Online Banking and clicking on the “Freeze” button located just under the image of your card. Once done, contact us by secure message or call us on +356 2557 4400.
MeManaged is a Discretionary Portfolio Management product. What does this mean?
A Discretionary Portfolio Management Service means that you, as the investor, authorise a portfolio manager to carry out transactions on your behalf. It is important, therefore, that the portfolio manager has a clear understanding of your financial situation, the level of risk you are willing to take and your financial goals when the account is set up. This helps to ensure that decisions taken on your behalf are in line with these objectives.
To provide the portfolio manager with this understanding of your financial goals, you will need to complete an online questionnaire before your MeManaged account is opened. More information on MeManaged is also available in Annex 3 of our Investment Services Terms and Conditions and in the Product Sheet available here.
Can I block my card temporarily?
You may temporarily block your card by freezing it. To freeze your card, go to the Cards tab on the MeDirect App or via Online Banking and click on the “Freeze” button located just under the image of your card. To unfreeze your card, click on the “Unfreeze” button and authenticate to be able to transact with your card again.
Do MeDirect cards offer Geographical access control?
Geographical access control is a security feature that allows you to restrict card transactions to specific geographic regions, helping to prevent unauthorised use. You can manage Geographical access control settings via:
- Web: Log in to your online banking account, go to ‘Cards’, and select ‘Settings’ ‘Geographical access control’ to adjust your preferences.
- Mobile App: Open the app, navigate to ‘Cards’, select your card, and tap on ‘Settings’ ‘Geographical access control’ to enable or disable the regions.
If you travel to a region which you previously restricted, transactions will be declined unless you update your ‘Settings’ for ‘Geographical access control’ before your trip.
What makes MeManaged different to other Discretionary Portfolio Management products?
MeManaged is different in several ways, making it a distinctive product. The most important difference is accessibility. Discretionary Portfolio Management services are usually available only to high-net-worth individuals, requiring a significant initial investment. By setting the minimum investment at €100, MeDirect has made this service much more accessible to retail investors. Additionally, should investors wish to top up their MeManaged account on a regular basis, the minimum investment required is €100 per month. Alternatively, customers can add lump sums to their MeManaged account at their discretion.
The second important difference which makes MeManaged unique in Malta is that the entire process of opening and managing the account happens through the MeDirect website and mobile app, avoiding the inconvenience of having to attend meetings in person.
Can I block/unblock Online Payments?
The block online payments feature allows you to prevent your card from being used for online transactions, adding an extra layer of security against unauthorised internet purchases. To activate or deactivate the ‘Online Payments’ feature follow the below instructions.
- Web: Log in to your online banking, access ‘Cards’, and select ‘Settings’ and toggle the ‘Online Payments’ option.
- Mobile App: Open the app, go to ‘Cards’, select your card, tap on ‘Settings’ and ‘Online Payments’ setting, activate or deactivate this option
Blocking online payments may prevent the payment of recurring subscriptions so please ensure that necessary recurring payments are authorised.
How do I terminate my card?
To terminate your card, go to the Cards tab on the MeDirect App or via Online Banking and click on the “Settings” button. The “Terminate” button can be found at the bottom of the list. This will cancel your card upon confirmation.
How do I open a MeManaged account?
Opening a MeManaged account is straightforward. If you are an existing MeDirect customer, login to online banking or the mobile app, click on MeManaged under Investment Accounts and follow the steps set out. If you are new to MeDirect, go to the MeDirect website and click Become a Client.
The process of opening a MeManaged account includes an online questionnaire designed to establish your financial goals, risk appetite and sustainability preferences. Once this questionnaire is completed, you will be assigned an investment profile and asked to confirm a MeManaged Discretionary Portfolio Management Service Agreement.
After the documents are signed, you can execute your portfolio with a minimum investment of €100 and the option to set up regular monthly contributions to the investment. The process of opening a MeManaged account, including the completion of the initial questionnaire can be completed in stages with customers able to save their responses and continue at another time at their convenience. Customers are also able to use different devices and switch from the website to the mobile app during the process.