Community guidelines

We want our online community to provide a great experience for everyone. To do this, we ask you to follow a simple set of guidelines...

(Last updated in June 2020)

We’re building a financial service that gives you the freedom to thrive anywhere. We believe that our online community is an essential part of this, as these conversations often bring forth, foster and inspire the next big idea here at Monese.

Our role – on channels like Facebook, Instagram, Twitter, LinkedIn or YouTube – is to make sure your needs are heard, assist and point you in the right direction when you need help and ensure a great overall experience for everyone. We encourage positive conversations across all our community channels. To help us achieve this, we kindly ask everyone to follow a simple set of guidelines when posting any comments or content on any of our community channels:

1. Protect your privacy

Your privacy is crucial to us, which is why we will never discuss specific account-related issues publicly. We will never ask for your or anyone else’s personal data via public forums or threads (i.e. tweets or Facebook comments). Please avoid publicly disclosing sensitive information such as account details, documents, passcodes, email addresses, phone numbers or anything that may compromise your online safety and security.

2. Remember: we’re here to support you

We are here to listen to you, your ideas and feedback, and help guide and direct you as best we can whenever needed. However, keep in mind that we cannot offer account-specific support on any of our community channels (this includes direct messages on sites like Facebook, Twitter, Instagram, etc.). If you do have any specific questions related to your account, please message us via the Monese app, email us at or start a chat right from your app.

3. Play nice

You are part of a community full of people from different countries, cultures and religions. We graciously ask that you’re polite and respectful of everyone’s background (including race, age, religion, gender or sexual orientation, etc.). You can disagree with somebody and be critical of their ideas without criticising and disrespecting someone personally. We have zero tolerance for any abuse, threats, harassment, bullying, discrimination or expletives. We will remove you from the conversation (or even the community) if you do this. Remember the golden rule: treat others as you would like to be treated.

4. Repeating and reposting are not necessary

Whenever you post, we aim to ensure that your voice is heard and your message is delivered to the right people here at Monese—whether that’s a question, link or photo of your brand new Monese card. In this spirit, we would truly appreciate if you did not repost the same comment, photo, question, link, etc. on multiple threads—especially if the content is off-topic. It will only slow us down in our response time to you and could get you removed from the conversation.

5. Stay on topic

We understand that sometimes, you have a lot to get off your chest. That being said, we strongly urge you to do your best to stay on-topic. There is a time and place for random cat videos and GIFs, and it is not always on that thread. Therefore, we ask that the responses and comments posted are relevant to the conversation at hand.

6. No need to overshare (your invite code)

When our Invite & Earn referral program is on, we know you want to share it with as many people as possible, which is awesome! Yet, posting your invite code all over our channels isn’t all that effective. The best way to go about it is to share your invite code with friends and family so that you can all enjoy the full extent of the Monese referral program and experience. Before you share your code, make sure to check the Monese app for the latest details and terms, as they do change every so often.

7. Own your content

Please make sure that everything you post on our channels belongs to you. This means text, links, video, audio and images. You wouldn’t want anyone stealing or claiming ownership of your property. Be original!

8. Don’t pose as Monese

While imitation is the sincerest form of flattery, boundaries are also important. This is why we don’t take it lightly when we discover someone impersonating us, claiming to represent us or speaking on our behalf. This violates our terms of use and will most likely get your account suspended. Be yourself and we’ll get on just fine.

All in all, please be mindful, courteous and remember to have fun! We will let you know if your postings on our community channels stray too far from our friendly guidelines.