Mobile App Terms and Conditions
your Online Account & Mobile Account App Terms and Conditions
These terms and conditions outline our agreement with you for using your Online Account and our Mobile Account App. They also explain how your Online Account and our Mobile Account App function.
You should read these terms and conditions in conjunction with the terms and conditions provided for each of your CNDA accounts. These contain specific information related to your account, such as instructions for sending money from a current account. They also provide guidance on what to do in case of unauthorized transactions from your account.
Complete details regarding the usage of your information are outlined in the product terms and conditions, as well as in our Privacy Policy.
Accessing your Online Account and the Mobile Account App
What security details do I need to access my Online Account and Mobile Account App?
To access your Online Account and the Mobile Account App, you will need to input:
Can I access my Online Account or Mobile Account App from any device?
Upon login, we will verify if you are using a device previously registered with us. If you log in successfully from an unrecognized device, we will prompt you to confirm if you want us to remember it. You can register as many devices as you like, but you must refrain from registering any public computers as they may not be secure.
What if I don’t recognize my device?
If you log in from an unrecognized device, we'll implement additional security measures to ensure your identity. We'll send you a One Time Access Code via text message to complete the login process. It's crucial to keep your phone number updated to receive this code. If you don't have a mobile phone, you can only log in to your Online Account from the device you initially registered.
What if I reset or change my CNDA security details?
If you reset or change your password, we will no longer recognize previously registered devices for security purposes. Therefore, each time you log in from such devices after changing your password, we'll send you a one-time access code.
What systems do I need to access my Online Account?
We support the latest versions of:
If you're using the latest version of any of the above browsers, you shouldn't encounter any issues accessing your Online Account. However, older versions may experience compatibility issues due to ongoing browser updates.
Can I access the Mobile Account App from any device?
The Mobile Account App is compatible only with Apple and Android devices. We do not currently support other mobile platforms. You should only download the Mobile Account App from the App Store or Google Play to ensure its authenticity. We cannot be held liable for any issues arising from downloading the app from unauthorized sources. Additionally, rooting or 'jailbreaking' your phone may compromise security and render the Mobile Account App inoperable. We may detect such modifications and restrict app usage accordingly to safeguard your data.
What software do I need to use the Mobile Account App?
To access the Mobile Account App on your device, it's recommended to use the most recent version of iOS or Android. Supported versions will be specified when you download the app from the App Store or Google Play. We reserve the right to cease support for older versions at any time. Failure to meet minimum requirements may result in limited app functionality or inability to access the Mobile Account App.
Protecting your accounts
What should I do to keep my accounts secure?
You must:
You must not:
Using Authorised Third-Party Provider (TPP) Services
An authorized TPP is a UK-based firm authorized by the FCA or an EU-based firm with temporary permission from the FCA to conduct services on your behalf using your accounts with your consent.
To ensure the security of your accounts when using TPP services:
To utilize TPP services, you must:
What if I suspect someone knows my CNDA Online Account or Mobile Account App security details?
You must promptly notify us and change your CNDA security details.
What if I forget or lock my CNDA security details?
If you forget your details or are locked out of your Online Account or the Mobile Account App, you can reset them online. We may send you a Temporary Security Number via text message or email to verify your identity.
What should I do if my phone is stolen?
Immediately contact your Client Manager to block access to the CNDA Mobile App on your stolen phone. If you suspect unauthorized access to your login details, please contact us and request a reset.
What if I want to change my CNDA security details?
You can change your security details by logging into your Online Account and selecting "Manage Security Details" on your Online Account Overview, or by contacting us.
What if I'm asked for my CNDA Online Account security details?
After registration, we will never request all of your security details during communication with you. If you receive a request for all your details (via email or other means), refrain from sharing them and report it to us immediately at info@cndapay.com. We will never ask for your security details or PIN from online retailers, law enforcement agencies, or any other entity.
Availability of your Online Account and Mobile Account App
Are there times when I can't access or make transactions with my Online Account or the Mobile Account App?
For the safety of both parties, we reserve the right to block your access to your Online Account and the Mobile Account App under the following circumstances:
We may restrict your access to your Online Account and the Mobile Account App if we reasonably believe that our systems' security is at risk, or if we deem that you have seriously violated these terms and conditions or your account(s) terms and conditions. While we will endeavor to provide notice in such situations, we reserve the right to cease services immediately in certain circumstances. Please refer to your account terms and conditions for details on circumstances where access to your account may be blocked or transactions refused.
What about system maintenance?
There may be occasions, planned or unplanned, when your Online Account or the Mobile Account App is unavailable. In such instances, you can contact us for assistance, and we will endeavor to resolve any issues promptly.
Can I use my Online Account or the Mobile Account App while abroad?
Some countries may have limited or restricted access to your Online Account or the Mobile Account App. If you require account access while abroad, please contact us by phone. Please be aware that your mobile network provider may impose charges for data usage while accessing your Online Account or Mobile Account App services overseas, and data roaming charges can be substantial.
Can I manage an account with a power of attorney using my Online Account or the Mobile Account App?
Management of an account with a power of attorney is only possible via contacting your dedicated Client Manager.
Additional Mobile Account App information
How do I find out about updates to the Mobile Account App?
Periodically, we may request you to update the Mobile Account App. Updates can be installed by visiting the App Store/Google Play or may occur automatically if enabled. As we continuously enhance the Mobile Account App by adding new features and improving existing ones, it's possible that older versions of iOS/Android may no longer be supported after updates.
Do I need a license to use the Mobile Account App?
The Mobile Account App, including future updates, is protected by copyright, trademarks, and other intellectual property rights. Upon downloading the Mobile App, you are granted a license to use and display its content on your device for personal use. However, under this license, you are prohibited from transferring or sublicensing the app, copying or altering its content, or attempting to access its source code. CNDA assumes sole responsibility for addressing any claims of infringement by third parties. The license remains valid until you uninstall the app or fail to comply with the terms outlined above.
Changes to these terms and conditions
We reserve the right to modify any part of these terms and conditions. Any changes will be made reasonably and for the following reasons:
If changes are planned for the aforementioned reasons, you will be notified at least 30 days in advance. We will communicate changes via your Online Account or in-App messaging. If changes are to your advantage or advance notice is not feasible, we will inform you at the earliest opportunity. You are free to discontinue using your Online Account and the Mobile Account App if you do not agree with any changes.
Sometimes, operational changes may require acceptance of new terms and conditions for continued use. In such cases, you will not be able to proceed without accepting the updated terms, as this is necessary for your security.
Our liability to you
We shall not be liable for breaches of this agreement arising directly or indirectly from:
(a) Unforeseeable circumstances beyond our control, the consequences of which could not be mitigated despite our best efforts. This includes failures of machinery, data processing systems, or transmission links, as well as delays and failures due to labor disputes.
(b) Our obligations under UK law. We shall not be liable for any loss of business, goodwill, opportunity, or profit under any circumstances. We will not be liable for losses that were not reasonably foreseeable when you provided us with instructions.
However, we retain liability in cases of fraud, gross negligence, or where the law prohibits limitation or exclusion of liability. Failure to enforce any terms and conditions under this agreement does not waive our right to enforce them in the future.
Other information
If your address is in Scotland, Scots law governs our contract, and disputes will be referred to the Scottish courts. For addresses elsewhere, English law applies, and disputes will be referred to the English and Welsh courts.
We will communicate with you in English, and you may request a copy of this document at any time.
We reserve the right to transfer our rights and obligations under our agreement with you to another company in the future, provided we reasonably believe they will uphold the same standards of service.
A CNDA account is an electronic money account provided by Transact Payments Limited which is licensed and regulated by the Gibraltar Financial Services Commission as an electronic money institution.
Registered office: 6.20 World Trade Centre 6 Bayside Road Gibraltar GX11 1AA.
A CNDA account is an electronic money account provided by us in accordance with our licence granted by the Gibraltar Financial Services Commission. You must use the Wallet in accordance with this Agreement.
How to make a complaint
If you wish to make a complaint, you can contact your dedicated Client Manager to lodge a complaint, or you can reach us via email at the following addresses:
General inquiries for CNDA: info@cndapay.com
Compliance department for CNDA: compliance@cndapay.com
Legal department for CNDA: legal@cndapay.com
We aim to resolve complaints promptly. If you're dissatisfied with our response, you may escalate your complaint to the Financial Ombudsman Service (FOS). You can reach the FOS at Exchange Tower, London, E14 9SR, or by calling 08000 234 567. Further details are available on their website: www.financial-ombudsman.org.uk
Download our app
CNDA Pay are a co-brand of Payload Ltd, who act as a Programme Manager under Transact Payments Limited (TPL), a company which is incorporated and registered in Gibraltar with company number 108217 and registered office is at 6.20 World Trade Center, 6 Bayside Road, Gibraltar, GX11 1AA. Transact Payments Limited is a licensed payments and electronic money institution. Your account and related payment services are provided by Transact Payments Limited. Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme, your funds will be held in one or more segregated accounts and safeguarded in line with Part 4 of the Financial Services (Electronic Money) Regulations 2020.
