If you are unable to log in to your Nøelse account because you have forgotten your personal code, you must answer the secret question.

If you can't remember the answer, you can click on "I don't know the answer". You will then be directed to the customer service number.

Please note: after three attempts, your account will be locked. You will then have to contact customer service.

If you cannot remember the answer to your secret question, you can click on "I don't know the answer". You will then be directed to the Customer Service number.

If you have forgotten your PIN, you can view it on your Nøelse interface. Go to the "Services" section.

1. Select the "Card" tab

2. Then click on "View/Change PIN".

3. Enter your personal code

4. Your PIN code is displayed on your screen.

You can choose to change it by clicking on "Change my PIN code". 

To block access to your account on a device, go to "Profile" and then "Preferences and Security" in your Nøelse interface.

1. Click on "Devices and Browsers".

2. Select the device you wish to block from the list of "Authenticated Devices". 

3. Click "Block this device".

To unblock access to your account on a device, go to "Profile" and then "Preferences and Security". 

1. Click on "Devices and Browsers".

2. Select the device you wish to unblock from the list of "Blocked Devices". 

3. Click on "Unblock this device".

Two-factor authentication is a mandatory security requirement (from PSD2) to protect electronic payments and other related services. 

Your identity is verified by validating at least 2 of the following 3 criteria: 

• An element that you have created to secure your account (personal code, secret question...)
• An element that you have in your possession (mobile, identity card...)
• An element that characterizes you (biometrics: fingerprint, facial recognition...)

You can change users from your Nøelse interface.

1. Go to the login screen where you are asked to enter your personal code

2. Click on the "change user" icon in the top right corner. 

3. Finally, authenticate yourself by entering your phone number and your personal code

A trusted device is the personal device that you primarily use to connect to your Nøelse interface. 

To desynchronize a trusted device, go to the "Profile" section of your Nøelse interface.

1.  Click on "Preferences and Security", 

2. Then select "Devices and Browsers".

3. Choose the device you want to desynchronise

4. Click on "block this device". Your device is now desynchronised.

The next time you connect to this device, you will be asked to enter your phone number and a verification code will be sent to you by SMS. After entering this code, you will also be asked to enter your personal code to access your account

3D Secure is a system for securing online payments by identifying the buyer as the cardholder used during payment.

How does it work? At the time of payment, an authentication request will be made by Nøelse in the form of a code received by SMS or in-app validation of the transaction

To pay securely online, go to the "Payments" section of your Nøelse interface.

1. Select "Pay online". 

2. If you have more than one card, select the card you wish to view.

3. Click on "show numbers" of the card

4. Enter your personal code.

5. Enter your card numbers on the merchant site. 

In some cases, a validation on your interface will be required to finalize the payment.

To protect yourself from fraud, we advise you to do the following:

• Keep your card in a safe place
• Do not share your personal code
• Do not write down your personal code
• Keep an eye on your account statements
• Never reply to an email asking for your bank details. 
• Enter your PIN code away from prying eyes
• Make your purchases on secure sites
• Prefer purchases on sites that offer double authentication. The most common method is the sending of a code by SMS

If, despite all these precautions, you are faced with a case of fraud, please follow the steps indicated below:

1. Block your card from your Nøelse interface. 

Temporarily blocking your card gives you a chance to get it back and avoid ordering another one.

2. If you think your card has been lost or stolen, you can cancel it from your Nøelse interface. This action is irreversible. In addition, a late cancellation may prevent the refund of disputed transactions. 

Your online purchases are secure thanks to 3D Secure.

At the time of payment, an authentication request will be made, in the form of a code received by SMS or in-app validation of the transaction

If you have lost or had your phone stolen, here are the steps to follow:

Log in to your account via a computer or another phone:

1. Change your password 

2. Block your lost or stolen phone  in your trusted devices in the "Preferences and Security" section of your profile

If you are unable to log in via a computer or another phone, please contact our customer service

If you have lost or had your computer stolen, here are the steps to follow:

Log in to your account via a smartphone or another computer:

1. Change your password 

2. Block your lost/stolen computer in your trusted devices in the ""Preferences and Security"" section of your profile

If you are unable to log in via a phone or other computer, please contact customer service.

At Nøelse, the account opening process consists of several steps:

1 - Profile creation: in this first phase, we ask you to fill in some compulsory information that we will use to identify you: 

• Telephone number
• Email address
• Creation of a personal code

2- Choice of offer: In this second phase, you can choose the type of Nøelse offer to which you wish to subscribe.

3 - Identity verification: depending on the offer you have selected, you will be required to provide proof of identity which will be processed by our teams.

4 - Electronic signature: in order to access our services, you will need to sign a contract electronically.

Once the identity verification is successful and the contract is signed, we will provide you with an IBAN and access to your account!

To open a Nøelse account, you must create a profile that will allow you to log in to our interfaces. 

The process of creating a profile takes only a few minutes, without any complicated administrative procedures! No need to print out dozens of documents, just fill in your details, send us your identity documents and you're done! In just a few clicks, your application to open an account is complete. 

Your registration will then be processed by our teams within a maximum of 5 working days.

Yes, Nøelse is an equal opportunity institution, which is why we strive to distribute our services to as many people as possible. As we are real time, no overdraft exists. This means that even if you are banned from banking, you can still join us.

Yes, at Nøelse you can have one or more personal accounts as well as one (or more!) business accounts. All you have to do is subscribe to several of the offers currently available on our interfaces. All these accounts are gathered on the same interface and the navigation between them is simple and fast. 

All your accounts on one platform. Nøelse makes your life easier!

Here are some recommendations for taking a photo of your identity document: 

• Place the document on a flat surface
• Avoid reflections and make sure your document is readable.
• Place yourself in a room with sufficient light

If, after several attempts, you are unable to send us your documents electronically, please contact customer service.

The electronic signature is one of the mandatory steps in the registration process. It allows you to accept and sign the documents necessary to open an account (contract and T&C) remotely. In order to sign these documents, all you have to do is enter the code that we will send you at this step. 

The cost of the Nøelse subscription for private customers is €2/month, for the use of an account and a digital card. This cost may change depending on the additional services you will subscribe to directly from your interface.

To activate or deactivate additional services as part of your offer, go to the "Services" section of your interface.

Yes, Nøelse's interfaces have been designed to allow you to navigate between your different accounts in the most seamless and intuitive way possible. Not only can you subscribe to multiple offers, but you can also enjoy the same quality of service whether you have 1 or 15 accounts on your interface.  

To activate or deactivate additional services as part of your offer, go to the "Services" section of your interface.

Yes, Nøelse will send you notifications to alert you about important transactions in your account. You will be able to set these up as you wish from your Nøelse profile, under "Preferences and Security".

To set up your notifications, go to "Profile" and then to "Preferences and Security".

1. Click on "alerts and notifications".

2. If you have more than one Nøelse payment account, select the account for which you wish to set up notifications. 

3. Tick or untick the notifications you wish to receive from the various options

We select our Ambassadors based on the commitment we see from our clients. This commitment is assessed on criteria such as the use of our services, the sharing of Nøelse news and the client's proactivity on the Nøelse project.

To get your Ambassador card, you need to credit your account with at least 10€. Then go to the "Services" section of your Nøelse interface.

1. Click on "Select my digital card". 

2. Swipe on the "Ambassador" card offer

3. Enter your Ambassador code received by email to unlock your digital card and order its physical version.

To find your IBAN, go to your Nøelse interface and click on "My IBAN" in the account thumbnail. You can then share it or download it in PDF format.

IBAN stands for "International Bank Account Number" and is a unique identifier consisting of a sequence of characters that identifies an account and secures all transactions issued from/to it. 

At Noelse, you have an IBAN domiciled in France.

To share your IBAN, go to your Noelse interface and click on "My IBAN" in the account thumbnail. You can then share it by clicking on "Share my IBAN".

IBANs cannot be refused on the basis of their location alone, this is IBAN discrimination.

Article 9 of the EU Regulation 260/2012 on IBAN discrimination states that payments cannot be refused on the grounds that the account (IBAN) is located in another European country. However, we have noticed that some merchants or employers may refuse to accept our IBAN. Therefore, if you encounter this problem, please remind your debtor or creditor of the relevant legislation so that they take the appropriate action and accept your Nøelse IBAN."

The minimum amount to top up your Nøelse account is 10€. 

You can credit your account by card or by bank transfer. 

If you choose to credit your account by card, the maximum credit amount is 250€. If you would like to credit your account with a higher amount, we suggest you to do so by bank transfer. 

NB: Your first credit by card is free, subsequent credits will be charged at 0.50€. There are no additional charges for account credits by transfer other than those of your issuing bank.

If you are unable to credit your Nøelse account, please ensure that:

• it is not a prepaid card, an American Express card, a store card or a card issued outside the SEPA zone.
• you have a sufficient balance on your issuing account.
• that you have chosen an amount between €10 and €250. 
• that you have filled in all the mandatory fields
• that the credit card used is still valid

If the problem persists, please contact our customer service.

To credit your account by card, go to your Nøelse interface.

1. Click on "credit my account" from the thumbnail of your account.

2. Then choose "Credit by card".

3. Enter the amount you would like to credit, it must be between €10 and €250 as this is an account credit by card

4. Confirm the operation and enter your card details.

5. Select your card type (VISA, MASTERCARD) 

6. Confirm the transaction and enter your personal code

To credit your account by bank transfer, go to your Nøelse interface.

1. Click on "credit my account" from the thumbnail of your account, 

2. Then choose "Credit by transfer".

3. A screen will show your IBAN, you can share it or download it

4. Using this IBAN, make a transfer from your bank to credit your account

For the time being, no cash deposits are possible. We will inform you about the release of our new features on our website.

At Noelse, as your balance is displayed in real time, overdraft is not allowed. You will not be able to pay with your account if you do not have the necessary funds. 

However, there may be times when your account is overdrawn when the Nøelse monthly fee is charged and there were insufficient funds in your account. We will then ask you to make adjustments to your account.

Anyone with a foreign account must declare it to the tax authorities in their country. This declaration is a mandatory formality, but it does not mean that your account will be subject to tax. Note that if you do not make this declaration, you may be fined €1,500. 

As a reminder, and as stated in our terms and conditions, Nøelse is not responsible for your declaration and will not be able to cover the costs if you do not complete this procedure.

To view your contracts, go to the "Profile" section of your Nøelse interface and then to the "My contract and invoices" section:

1.  If you have several accounts, select the account you want to view your contract for

2. Click on the "Contracts" tab

3. Click on the contract you want to view

To view your invoices, go to the "Profile" section of your Nøelse interface and then to the "My contract and invoices" section:

1. If you have several accounts, select the account you want to view your invoices for

2. Click on the "Invoices" tab

3. Click on the invoice you want to view

Your Nøelse statements' history is unlimited! This means you can view all your transactions without any time limit. 

To dispute a transaction, go to the "Statement" section of your Nøelse interface.

1. Click on the transaction you are challenging.

2. Press "Do you have a problem with this transaction?"

3. Send your request by email to our customer service or contact them by phone. "

To view your transaction history, go to the "Statement" section of your Nøelse interface. You will find all of your transactions in the "my transactions" tab.

To get your money back after a fraudulent transaction, go to the "Statement" section of your Nøelse interface. 

1. Click on the transaction you are disputing.

2. Click on the "Problem with this transaction" button. You will be prompted to contact Customer Service, so you can dispute the transaction and request a refund.

To close your account, go to the "Profile" section of your Nøelse interface and then to the "My contract and invoices" section

1. Choose the account you wish to view

2. Click on "Close my account" at the bottom of the page.

3. If you are about to close your account, fill in the details of the account where you want to transfer the remaining balance. 

4. Confirm the summary of your action and enter your personal code.

Nøelse will credit the remaining balance to the account of your choice or to the desired payment method on the last day of the month.

In accordance with the contract signed between the two parties, you must honour :

• any negative balance you owe Nøelse
• any cancellation fees for insurance policies you have taken out if the year has not been completed.

Nøelse has the right to block the closing of the account if there are not sufficient funds to close it.

Please note that from the date of the request to close the account, you will not be able to subscribe to any monthly service.

To view your account statements, go to the "Profile" section of your Nøelse interface and then to the "My contract and invoices" section:

1. If you have more than one account, select the account you want to view your statements for

2. Click on the "Statements" tab

3. Click on the account statement you wish to view

You want to open a NOELSE account, you are an Italian resident and eligible for conto di base.

Please contact our customer service at the following address: support@noelse.com.

To change your personal information, go to the "Profile" section of your Nøelse interface.

1. Click on "My information". 

2. Then edit the information you wish to change. Some changes will require the submission of additional supporting documentation.

Please note: For security reasons, you cannot change your telephone number, email address or your first and last name

In accordance with Article 12 of the General Terms of Use, Afone Paiement undertakes to comply with the legislation relating to the protection of personal data, in particular:

•     Law N°2018-493 of June 20, 2018 on the protection of personal data
•     the European Regulation 2016/679 of the Parliament and of the Council of April 27, 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data.

For more information, please consult the General Terms of Use available for download on the application.

The acronym GDPR stands for General Data Protection Regulation. The GDPR regulates the processing of personal data within the European Union.

This new European regulation follows on from the French Data Protection Act of 1978 and strengthens citizens' control over the use that can be made of their data.

It harmonises the rules in Europe by providing a single legal framework for professionals. It allows them to develop their digital activities within the EU on the basis of user trust.

At Nøelse, the telephone number is the client ID.

For security reasons, you cannot change it. For more information, please contact customer service.

For security reasons, you cannot change your email address. For more information, please contact customer service.

You can change your personal code from your Nøelse interface. Go to "Preferences and Security" in the "Profile" section and click on "Security".

1. Choose "Change my personal code". 

2. Enter your current personal code

3. Create your new personal code and confirm

To change your secret question go to the "Preferences and Security" section of the "Profile" part of your Nøelse interface.

1. Click on "Security".

2. Choose "Change my secret question".

3. Select a secret question

4. Add the answer of your choice

To view your contracts, go to the "Profile" section of your Nøelse interface and then to the "My contract and invoices" section:

1.  If you have several accounts, select the account you want to view your contract for

2. Click on the "Contracts" tab

3. Click on the contract you want to view

A digital card is a dematerialised card available only on your smartphone. 

At Noelse, your digital card is included in your subscription, you can consult your card numbers on your interface and then pay on the internet, or integrate it into NoelsePay and pay with your smartphone.

Do something for the planet and adopt the digital card!

To activate your digital card, you must first top up your account with a minimum of 10€. Then go to the "Services" section of your Nøelse interface. 

1. Click on "Select my digital card". 

2. Choose your "Classic" card

3. Enter your personal code to validate the operation

If you wish to obtain the associated physical card, you can order it for only €10.

The Nøelse Classic digital card is included in your subscription when you sign up for an account. You can order it after you have credited your account.

If you want to get a physical version, you will be charged €10.

At Nøelse there are digital cards and their physical counterparts.

The physical version allows you to carry your card in your wallet, so you can pay in the traditional way. It also allows you to withdraw money from ATMs.

You can order the Nøelse physical card for €10.

The Nøelse card is a systematically authorised debit card. This means that you cannot have a negative balance.

When you open your Nøelse account, you can order your physical card at the same time as your digital card. To do this, go to the "Services" section of your Nøelse interface.

1. Click on the "Card" tab. You must have a minimum of €10 in your account to order your cards,

2. Click on "Order digital card".

3. Choose the Classic digital card and click on "Order this digital card".

4. You can then choose to order the physical card for €10

5. Choose the PIN code of your physical card, then enter your delivery address

6. Confirm the summary and enter your personal code to validate the operation. 

If you already have a digital card, go to the "Services" section of your Nøelse interface and select the "Card" tab

1. Click on "Order the physical version of this card". 

2. Choose the PIN code.

3. Fill in the address where you want to receive your card.

4. Finally, confirm by entering your personal code.

You will receive your card within 3 to 20 days depending on the delivery option you choose.

Please be cautious when ordering your card as it is unfortunately impossible to cancel the order once it has been validated. 

Contact our customer service for more information.

Once the order has been placed and validated, we start the production of your card. This stage will take us a maximum of 48 hours. Depending on the delivery method you have chosen, your card will arrive within a longer or shorter period of time:

• If you have chosen the "Turtle" delivery option: the card will arrive within 10 working days from the date of order. This delivery is free of charge and without tracking or signature.
• If you have chosen the "Hare" delivery option: the card will arrive within 4 to 6 working days from the date of order and you'll get a tracking link to follow up. This delivery method costs 9€.
• If you have chosen the "Cheetah" delivery option: the card will be delivered within 3 working days from the date of the order. You will also get a tracking number and the card will be delivered against a signature. This delivery method costs 19€.

Please note: If the address given is not valid, charges may be applied.

If your card has been returned to the sender, please contact our Customer Service. 

If you have entered the wrong address:

You will be charged a fee of 1 euro and you will have to order another card at your own expense. 

If the carrier cannot find your address, the card is automatically returned to the sender. Cards that are returned to us are automatically destroyed for security reasons.

After checking the address with our customer service, if the address is correct, you will not be charged. 

#tips: Don't forget to fill in the additional adress details to ensure that your card is delivered to the right place!

Please note: In order to prevent fraudulent activity, we recommend that you only activate your physical card once you have received it. If you decide to activate it before you receive it, Nøelse cannot be held responsible for any fraudulent activity.

To activate your physical card, go to the "Services" section of your Nøelse interface.

1. Click on the "My Card" tab.

2. A banner appears in the selected tab, click on "Activate". 

Your Nøelse balance is in real time. This means that all transactions are debited instantly. If you notice that your balance is not up to date after a transaction, you can contact our customer service department, or the place where you performed the transaction.

Please note: transfers that are not instant are visible within 3 working days.

To disable the contactless payment feature on your card, go to the "Services" section of your Nøelse interface.

1. Choose the "card" tab

2. Scroll down your screen and deactivate the toggle " Contactless card payment".

3. Enter your personal code to validate the operation

Your Nøelse card is a MasterCard.

Your Nøelse card is valid for 5 years from the date of issue.

To temporarily block or unblock your card, go to the "Services" section of your Nøelse interface. 

1. Click on the toggle "block card temporarily". 

2. Enter your personal code to confirm the operation. 

To cancel your Nøelse card, go to the 'Services' section of your Nøelse interface:

1.  Select the "Card" tab 

2. Click on "Oppose card".

3. Select the reason for which you wish to cancel the card. Please note that this action is irreversible.

4. Answer the questions asked. They must all be validated to confirm the opposition.

5. Choose the card you wish to cancel.

6. Finally, validate your action by using double authentication. 

Your card is cancelled. You can order a new card from the current window or by going to "Services".

Each withdrawal represents a significant cost for the banks, which is why we charge €1 per withdrawal.

If you do not recognise the label of one of your transactions, you can view all the information (date, time, location, cost) of your transactions directly in your Nøelse summary by clicking on the relevant transaction. 

NB: Payment institutions often use a different corporate name from their trade name.

If you still do not recognise the transaction, please contact Customer Services.

Phishing is a fraud technique used to obtain your personal information.

The most common ways of phishing are: sending emails, sending SMS, phone calls ... asking for personal information of users. 

Here is some preventive information to help you protect yourself from phishing on Nøelse:

• Nøelse will never ask for your personal information, PIN or password through any channel. 
• If you receive a suspicious email, check that the sender of the email is a Nøelse email, do not download any attachments or click on any links.
• Change your passwords regularly. 
• Regularly check the devices connected to your account from your Nøelse interface.
• Most of the time fraudsters will try to pressure you, but if we have important information to share with you we will contact you by phone.

If in doubt, please contact customer service on the following numbers:

France :     (+33) 01 72 68 09 70

Spain:        (+34) 911 980 020

Italy:          (+39) 02 40 70 84 80

Germany:   (+49) 30 30 80 69 50

Nøelse Pay is the Nøelse Wallet.

A Wallet is an electronic wallet available on mobile phones that can contain one or more cards that allow you to make contactless payments using your phone. With Nøelse Pay, available on Android, you can pay securely with just your smartphone.

You can add your Noelse card to your wallet. To do so, go to the "Services" section of your Noelse interface.

• Activate the "contactless payment" functionality. 
• Go to the "Payments" section and click on "Pay with Noelse Pay" 
• Activate NFC in the settings of your smartphone

Your card is added to your wallet.

To activate or deactivate Nøelse Pay, go to the ""Payment"" section of your Nøelse interface.

1 - Select ""Pay with Nøelse Pay""

2 - Activate the phone's NFC (Near Field Communication) allowing you to pay contactless on the payment device

3 - Move your smartphone towards the payment device

4 - View the payment amount displayed on your smartphone

5 - Validate the payment using facial or digital recognition or your personal access code

6 - Approach your smartphone again to the payment terminal so that your payment validation is taken into account

7 - You will receive a notification to validate the transaction

NFC (Near Field Communication) is a system that allows you to pay contactlessly with your phone. You just have to bring your phone close to the payment terminal (or any other payment device) to make your purchase.

Nøelse Pay can be used on Android smartphones with NFC technology. However, the Nøelse Pay feature is not available for iOS smartphones.

To add a beneficiary, go to the "Payments" section of your Nøelse interface.

1. Select the "Contacts" tab

2. By clicking on "Add", you have the possibility to : 

• link the contacts on your smartphone to your Nøelse application 
• manually add the payment details of your beneficiary to your Nøelse contact book

If you choose to manually add a payee to your contact book, you will need to fill in the First Name, Last Name and/or Company of the payee. Then you will need to add one of the following payment details:

• IBAN
• Telephone
• Email address

Adding a beneficiary is immediate, so be sure to check the details you have entered.

To make a transfer from your Nøelse interface, go to the "Payments" section.

1. Select the "Pay" tab,

2. Click on "Make a transfer",

3. Then choose the type of transfer you wish to make from: "One time transfer", " Programmed transfer", " Permanent transfer",

4. Select the sender account and click "Next",

5. Add or choose the beneficiary account. 

To add a beneficiary, you can link your smartphone contacts to your Nøelse application or add a contact to your Nøelse contact book by clicking on "Add"

6. After selecting your beneficiary, select one of the available payment details from :

• IBAN
• Telephone (coming soon)
• Email address (coming soon)

7. Choose the amount you wish to transfer 

8. You can enter a label that will appear on your statement and the recipient's statement.

9. Confirm the transfer by clicking on "Confirm" and enter your personal code. 

Note that each transfer costs 0,10€. Transfers are free between members of the Nøelse community.

Please note that once a transfer has been made, the only way to cancel it is to request the return of the funds (except for programmed or permanent transfers which can be cancelled 48 hours before the due date). In addition, for a cancelled transfer, Nøelse will still charge a 0.10€ fee.

To make a one-time transfer from your Nøelse interface, go to the "Payments" section.

1. Click on the "Pay" tab,

2. Select "Make a transfer",

3. Select "One-time transfer",

4. Select the sender account and click on "Next",

5. Add or choose the beneficiary account. 

To add a beneficiary, you can link your smartphone contacts to your Nøelse application or add a contact to your Nøelse contact book by clicking "Add".

6. After selecting your beneficiary, select one of the available payment details from :

• IBAN
• Telephone (coming soon)
• Email address (coming soon)

7. Choose the amount you wish to transfer 

8. You can enter a label that will appear on your statement and the recipient's statement.

9. Confirm the transfer by clicking on "Confirm" and add your personal code. 

Note that each transfer costs 0,10€. Transfers are free between members of the Nøelse community.

Please note that once a transfer has been made, the only way to cancel it is to request the return of the funds (except for programmed or permanent transfers which can be cancelled 48 hours before the due date). In addition, for a cancelled transfer, Nøelse will still charge a 0,10€ fee.

To make a programmed transfer from your Nøelse interface, go to the "Payments" section.

1. Click on the "Pay" tab

2. Select "Make a transfer"

3. Select " Programmed transfer "

4. Select the sender account and click on "Next"

5. Add or choose the beneficiary account 

To add a beneficiary, you can link your smartphone contacts to your Nøelse application or add a contact to your Nøelse contact book by clicking "Add"

6. After selecting your beneficiary, select one of the available payment details from :

• IBAN
• Telephone (coming soon)
• Email address (coming soon)

7. Choose the amount you wish to transfer 

8. Set the date of the transfer, it will be done on the date you have chosen

9. You can enter a label that will appear on your transaction statement as well as on the recipient's statement

10. Confirm the transfer by clicking on "Confirm" and add your personal code.

Note that each transfer costs 0,10€. Transfers are free between members of the Nøelse community.

Please note that once a transfer has been made, the only way to cancel it is to request the return of the funds (except for programmed or permanent transfers which can be cancelled 48 hours before the due date). In addition, for a cancelled transfer, Nøelse will still charge a 0,10€ fee.

To make a permanent transfer from your Nøelse interface, go to the "Payments" section.

1. Click on the "Pay" tab

2. Select "Make a transfer"

3. Select " Permanent transfer "

4. Select the sender account and click on "Next"

5. Add or choose the beneficiary account. 

To add a beneficiary, you can link your smartphone contacts to your Nøelse application or add a contact to your Nøelse contact book by clicking "Add"

6. After selecting your beneficiary, select one of the available payment details from :

• IBAN
• Telephone (coming soon)
• Email address (coming soon)

7. Choose the amount you wish to transfer

8. Define the date of the transfer and its recurrence, it will be made on the date you have chosen in a recurring manner

9. You can enter a label that will appear on your transaction statement and on the recipient's statement

10. Confirm the transfer by clicking on "Confirm" and add your personal code.

Note that each transfer costs 0,10€. Transfers are free between members of the Nøelse community.

Please note that once a transfer has been made, the only way to cancel it is to request the return of the funds (except for programmed or permanent transfers which can be cancelled 48 hours before the due date). In addition, for a cancelled transfer, Nøelse will still charge a 0,10€ fee.

To make an instant transfer, the recipient must either be a Nøelse user or customer of a bank that supports instant transfer technology. To do this, go to "Payments" and then "Pay".

1. Click on "Make a transfer"

2. Then choose the type of transfer you wish to make from: " One-time transfer", " Programmed transfer", " Permanent transfer"

3. Select the sender account and click "Next"

4. Add or choose the beneficiary account. 

To add a beneficiary, you can link your smartphone contacts to your Nøelse application or add a contact to your Nøelse contact book by clicking "Add"

5. After selecting your beneficiary, select one of the available payment details from :

• IBAN
• Telephone (coming soon)
• Email address (coming soon)

6. Choose the amount you wish to transfer 

7. If your recipient is an instant transfer recipient, Nøelse will indicate this when you confirm the amount. You can choose to stay with a standard transfer scheme if you wish. The fee for this instant transfer is €1. If your recipient is also a Nøelse customer, the transfer will be sent to them instantly and free of charge without requiring your permission. You will be informed of this at the recap stage.

8. You can enter a label that will appear on both your and the recipient's statement 

9. Confirm the transfer by clicking on ""Confirm"" and enter your personal code.

The usual processing time for a SEPA transfer can be up to 4 working days. This means that the money may not be available in your recipient's account before this period.

The reasons for a failed transfer can be various, we advise you to pay attention to these points before trying again:

• Your balance must be sufficient
• The recipient's details must be correct
• Your telephone network must be functional

If the problem persists, we advise you to contact our customer service

To cancel a programmed or permanent transfer. Go to the "Payments" section of your Nøelse interface.

1. Click on "Make a transfer" and then "Upcoming transfer" 

2. Select the transfer you wish to cancel

3. Click on " Cancel this transfer "

4. Enter your personal code to validate your action

Please note: you can only cancel programmed and permanent transfers within 48 hours of their execution date.  Instant and one-off transfers have an immediate impact on the account balance and cannot be modified. The only possible procedure for cancelling an executed transfer is an amicable request for the return of funds.

The SEPA direct debit is based on an authorisation given to the creditor to debit your account (signature of a direct debit mandate), without indicating the amount.

To set up a direct debit, simply fill in the direct debit mandate, together with your bank account details (RIB). Your agreement is valid until revoked. This procedure is completely external to Nøelse.

The creditor will retain your direct debit mandate which contains

• your name and address
• your RIB with IBAN and BIC codes
• the name, address and creditor identifier (CSI)
• the nature of the direct debit (one-off or recurring)
• the date of signature of the mandate
• the Unique Mandate Reference
• Unique Mandate Reference (to be noted to identify the direct debit if necessary)
• your signature

Please note: you may be charged a €2 rejection fee if your funds are insufficient

Withdrawal abroad is possible with your Nøelse card. Please note that depending on the geographical area you are in, additional costs may be incurred, and you will be notified of these. If you make a withdrawal in an area that uses a currency other than Euro, your transaction will still appear in Euro on your statement in accordance with the exchange rate.

There may be additional charges depending on the geographical area you are in. These fees may be conversion fees, fees applied by the ATM's bank, etc... Nøelse will inform you of the cost of these fees before any transaction.

Yes, you can use your Nøelse cards (digital or physical) abroad. You can use the same features as when you are in your home country. Please note that additional charges may apply.

No. It is not possible to receive transfers from countries outside the SEPA zone.

France:    (+33) 01 72 68 09 70

Spain:      (+34) 911 980 020

Italy:         (+39) 02 40 70 84 80

Germany:  (+49) 30 30 80 69 50

support@noelse.com

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