FAQ

Learn more about this innovative service

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General
App
Access
Transfers
Businesses
Cards
Phones
Settings

General Information

  1. A phone number
  2. An ATH® debit card linked to a checking or savings account at one of the banks or credit unions participating in the ATH® Network and the ATH Móvil service.
  3. An email account
  4. Register via www.athmovil.com or on the iOS and Android apps and accept all terms and conditions of use.

You can access the list of all participating financial institutions visiting https://portal.athmovil.com/instituciones or go on the app description in the Apple App Store or Google Play Store.

To register, press the "Register" button on the home screen of your app and enter the information needed. You will have to validate your phone number and bank account linked to the registered ATH®.

Using the mobile apps:

  1. Login to the app using your credentials
  2. Press the image titled "Send Money to a Person"
  3. Select the contact or enter the phone number you'd like to make a transfer to
  4. Enter the amount
  5. Double-check the transfer information and type a message (optional).
  6. Press "Send"

Using the web App:

  1. Login to the app using your credentials
  2. Select make a transaction to others
  3. Select the contact or enter the phone number you'd like to make a transfer to
  4. Enter the amount
  5. Double-check the transfer information and type a message.
  6. Press "Send"

Using the mobile apps:

  1. Login to the app using your credentials
  2. Press the image titled "Pay a Business"
  3. Select the pATH of the business you'd like to make a transfer to. The pATH is a business’ unique ATH Móvil name.
  4. Enter the payment amount.
  5. Double-check the information and type a message (optional).
  6. Press "Send".

Using the web app:

  1. Login to the app using your credentials
  2. Press the image titled "Pay a Business"
  3. Select the pATH of the business you'd like to make a transfer to. The pATH is a commerce's unique ATH Móvil name.
  4. Enter the amount
  5. Double-check the transfer information and write a message(optional).
  6. Press "Send"

ATH Móvil is free for individuals.

You can only register regular or branded ATH® debit cards (Visa or Mastercard) from financial institutions affiliated to the ATH® Network and participating in the ATH Móvil service.

The call to verify the phone should be generated shortly after pressing the call button.

If for some reason you do not receive the call to verify your phone number in the registration process or you were unable to answer the call, you can log in to ATH Móvil with your username and a screen will appear where you can choose to be called back to complete the registration process.

If you have difficulties with the call, you can contact your Financial Institution.

Yes. ATH Móvil uses high-level security measures and SSL technology to protect your information and keep it secure from the time you access the app and throughout the transaction process. We will never send your personal or financial information, such as your card number or account number, to people to whom you send money.

You only need to provide a username, answer your security question and provide your password. You can also access the app by using Face ID on an iPhone or iPad, digital fingerprint on Android devices or by entering your password.

To enable these features go to the "Settings" section in the app and go to the "Security" category.

You can transfer up to $500 a day to individual accounts. There are no limits as to how much you can receive.

You can pay a maximum of $1,500 a day per business to registered businesses.

App

Yes. There is an ATH Móvil app for iOS (iPhone, iPad) and Android.

Click here to download the app for iOS through the App Store.

Click here to download the app for Android phones and tablets through Google Play.

Downloading ATH Móvil for iOS and Android is FREE

To make sure that you have the best and most updated version of the app, make sure to update your app whenever a new feature is announced.

If you receive an error message that says that your email is already registered, it means that there is an active ATH Móvil account with the email you are trying to register.

Note: Losing connection service during the registration process or exiting the registration process halfway through account creation, could cause the account to be created in error, making that email unavailable.

Recovering access

If you forget your username you can retrieve it by pressing the 'Retrieve login' button on the main screen and entering the following information:

  1. Phone number
  2. Primary card number
  3. Your username will be displayed on the screen.

If you forgot your password or locked your account by entering the wrong password 5 times, you can change it by pressing the 'Recover access' button on the main screen and following the steps below:

  1. Enter your phone number and primary card number.
  2. Enter the validation code sent by text message. If you do not receive the text message, you can choose to receive it by email or receive a validation call.
  3. Enter the answer to the security question.
  4. Enter your new password.

If you forgot the answer to your security questions or locked your account by entering the wrong answer 5 times, you can change the questions and answers by pressing the 'Recover Access' button on the main screen and following the steps below:

  1. Enter your phone number and your primary card number.
  2. . Enter the validation code sent by text message. If you do not receive the text message, you can choose to receive the code by email or receive a validation call.
  3. Enter your password.
  4. Select and answer your new security questions.

Transfers

  1. Login to the application with your credentials.
  2. Click on the image with the title "To a person".
  3. Select the contact you want to send the money to or enter the phone number.
  4. Enter the amount.
  5. Choose the card from which you want to send the money.
  6. Review the transfer information and press the "Send Money" button.
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Yes, you can cancel a pending transaction from the Transaction Details screen on the app's activity log. You can only cancel pending transactions sent to people that are not registered to ATH Móvil./p>

These transactions appear as "Pending" for 7 calendar days or until the person registers to ATH Móvil. If the person is registered to ATH Móvil, the transaction is completed and it cannot be cancelled.

Yes. The ATH Móvil service is multi-bank and applies to all financial institutions affiliated to the ATH® Network and certified to offer this service. Go to the Participating Institutions page to see which institutions are currently participating in the service.

Yes. The person will receive a phone call notifying them of the transfer and they will have 7 calendar days to register with ATH Móvil to receive the transfer. If they do not register in the stated time period, the transfer will be cancelled automatically.

The pending transfer can be canceled at any time from the details screen of the transaction located in the Activity log

You can register up to 5 ATH® debit cards in your profile. You can edit your cards in the "My Cards" section through the mobile applications or through www.athmovil.com.

No hold will be placed on the amount sent. When the person you send money to registers with the service, the pending transaction will be completed automatically. If the person does not register within 7 days of sending the transfer, the transaction will be automatically cancelled.

Transfers occur instantly as long as both the sender and the receiver of the transfer are registered in ATH Móvil.

There is no limit to the number of people or accounts you can transfer money to, as long as they are registered with the service.

No, you can make as many transfers as you want.

Yes, there is. The maximum daily amount is $500.00 per institution. There is no limit to how much money you can receive

You should contact your financial institution and file a claim. Your institution will help you recover the money through a good faith collection, but is not responsible for recovering the money you mistakenly sent to the wrong person.

If the person you sent money to is not registered in ATH Móvil, you can cancel the pending transfer in the transaction details found in the "Activity" log.

You should contact the person to whom you sent the money so that they can return the amount you sent in error. We are not responsible for recovering the money you sent in error.

Payments to businesses

Using the mobile applications::

  1. Login to the app with your credentials.
  2. Click on the image titled "Pay a business".
  3. Enter the amount.
  4. Select the pATH of the business you want to send the money to. The pATH is a commerce's unique ATH Móvil name.
  5. Review the payment information and write a message if you wish.
  6. Press the "Send" button.

Using the web application:

  1. Login to the application with your credentials.
  2. Select "Pay a merchant".
  3. Select the pATH of the business you want to send the money to. The pATH is a commerce's unique ATH Móvil name
  4. Review the payment information and write a message if you wish.
  5. Press the "Send" button.

Sending payments to a business is free.

You should notify your financial institution and contact the business to request a refund. Your financial institution is not responsible for recovering money you mistakenly sent to the wrong business.

You must contact the business to request a refund. We are not responsible for recovering the money you sent in error.

Using the mobile apps:

  1. Login to the app using your credentials.
  2. Press the image titled "Donations".
  3. Select the desired nonprofit's pATH. The pATH is a commerce's unique ATH Móvil name.
  4. Type the amount you want to donate.
  5. Double-check the donation's information.
  6. Press the "Donate" button.

Cards

You will always have to choose the card you want to use to send money in the process of sending a transfer.

You will always have a card classified as "Primary". This is the card where you will receive the money transferred to you through the service. If you only have one card registered, that will be your primary card.

You can register up to 5 ATH® debit cards in your profile. You can edit your cards in the "My Cards" section through the mobile applications or through www.athmovil.com.

If your debit card registered in your profile has expired, you must log in to the application and change the expiration date. You will not be able to make or receive transfers until you update your card information.

You should report it as stolen and cancel it. If the card is cancelled, you will not be able to use it through ATH Móvil. You must log in to your profile and update your card information in order to continue using the service or use another card.

To add a card to your account, you will need to follow the steps below:

  1. Log in to the application.
  2. Go to the "My Cards" section.
  3. Click the "Add" button and provide the requested information.
  1. Log in to the application with your credentials.
  2. Go to the "My Cards" section.
  3. Choose the card you want to delete.
  4. Click on the "Delete Card" button
  1. Log in to the application with your credentials.
  2. Go to the "My Cards" sectio
  3. Choose the card you want to change the expiration date of.
  4. Change the expiration date and press the "Save" button.

You must go to the "My Cards" section, select the card you wish to convert to primary and click on the "Primary Card" option.

Phones

Yes, you can. You can change the phone number registered in your ATH Móvil account at any time by going to the "Settings" section of the application.

To change the phone number on your account, you will need to follow the steps below:

  1. Press "Change Phone Number".
  2. Enter the new phone number, the phone provider and press the "Verify" button.
  3. You will receive a phone call to the new phone and you will have to enter a 6-digit code that appears on the screen to verify your phone.
  4. Press the "I have entered the code" button.
  5. We will make 2 debits and 1 credit to your bank account tied to the primary card you have on file as a security measure. You will need to provide these amounts to complete the activation of your new phone.

You should log in to the application and change your password as soon as possible. As a security check, every time you use ATH Móvil, the service requires you to enter your username, answer the security question and enter your password.

However, if you feel that your account may have been compromised, you can disable your account by logging into the application with your credentials and pressing the "Disable" button in the "Settings" section. You will need to contact your financial institution to reactivate your ATH Móvil account

Settings

You can change your password in the "Settings" section of the application. You must click on the "Change Password" option under the "Profile" category and follow the steps below:

  1. Enter your current password.
  2. Enter your new password.
  3. Confirm the new password.
  4. Click the "Save" button.
  5. Upon successful completion of these steps your password will be updated.

You can change your questions and answers in the "Settings" section of the application. You must click on the "Change Security Questions" option under the "Profile" category and follow the steps below:

  1. Select the first question and enter an answer.
  2. Select the second question and enter an answer.
  3. Select the third question and enter an answer.
  4. Press the "Save" button.

Upon successful completion of these steps your security questions will be updated.

You can change your phone number in the "Settings" section of the application. You must click on the "Change Phone Number" option under the "Profile" category and follow the steps below:

  1. Press the "Change Current Phone" button.
  2. Enter the new phone number, the provider of the phone number and press the "Verify" button.
  3. A call will be made to the new phone and you will have to enter a 6-digit code that appears on the screen to verify your phone.
  4. Press the "I have entered the code" button.
  5. We will make 2 debits and 1 credit to your bank account tied to the primary card you have on file, as a security measure. You will need to provide these amounts to complete the activation of your new phone number

Upon successful completion of these steps the phone number registered in your profile will be updated.

You can change your email in the "Settings" section of the application. You must click on the "Change Email" option under the "Profile" category and follow the steps below:

  1. Replace the current email displayed on the screen with the new email.
  2. Confirm the new email.
  3. Click the "Accept" button.

Upon successful completion of these steps your email will be updated.

You can enable the 4-digit access code functionality in the "Settings" section of the application. You must activate the "Access Code" option under the "Security" category and follow the steps below:

  1. Enter a 4-digit access code.
  2. Confirm the access code.

Upon successful completion of these steps the access code functionality will be enabled and a new option will be displayed in the settings. This new option, called "Change Access Code", allows you to change the 4 digits of your access code by following the steps already completed.

You must make sure you have at least one fingerprint and your Face ID registered on your device. To register your fingerprint and Face ID, you must follow the steps below:

iPhone or iPad:

  1. Go to the "Settings" app on your phone.
  2. Go to the "Passcode" section and click on the "Add Face ID" option.
  3. Follow the steps displayed on the screen.

Android

  1. Go to the "Settings" application on your phone.
  2. Go to the "Security" section and press the option related to "Fingerprint". This may vary per device.
  3. Press the "Add a fingerprint" button.
  4. Follow the steps displayed on the screen.

After registering a fingerprint or Face ID on your phone, follow the steps below in the ATH Móvil application:

  1. Log in to the ATH Móvil application with your credentials.
  2. Go to the "Settings" section and look for the "Security" category
  3. Activate the "Face ID" option on your iPhone or iPad or the "Fingerprint Authentication" option on your Android device.
  4. Successfully completing these steps will enable the feature to log in to the application with your fingerprint or Face ID.

iPhone or iPad:

  1. Log in to the ATH Móvil app with your credentials.
  2. Go to the "Settings" section and look for the "Preferences" category.
  3. Choose the "History" option.
  4. Select "Use the names of your contacts".

Android:

  1. Log in to the ATH Móvil application with your credentials.
  2. Go to the "Settings" section and look for the "Preferences" category.
  3. Activate the "Use Contact Names" option.

Go to the "Settings" section of the application and activate the "Push Notifications" option under the "Notifications" category.

If after activating this, you still do not receive push notifications follow the steps below:

iPhone or iPad:

  1. Go into the "Settings" app on your phone.
  2. Choose "ATH Móvil" from the list of apps
  3. Go to the "Notifications" section.
  4. Activate all the notification options that appear.

Android:

  1. Go to the "Settings" application on your phone.
  2. Go to the "Apps" section.
  3. Choose "ATH Móvil" from the list of applications.
  4. Go to the "Notifications" section.
  5. Configure the notification options. They vary per device.

You must enter the "Settings" section of the application and press the "SMS and Language" option under the "Notifications" category. There you can enable or disable receiving text message notifications or promotions.

You must enter the "Settings" section of the application and press the "SMS and Language" option under the "Notifications" category. There you can change the language of the text messages.

The application is available in English or Spanish. To change the language of the application, you must go to your phone's settings and change the phone's language. The application will recognize your phone's language and switch to the language you have chosen.

This information appears in the "Settings" section of the application under the "Information" category. There you can find the "Terms and Conditions" of each participating financial institution and the "Privacy Policy" of the service. You can also find this information at the bottom of the web page: www.athmovil.com.

You can delete your account in the "Settings" section of the ATH Móvil app. You must go to the "Deactivate Service" section and click on the "Deactivate Service" button. To reactivate your account you must call your financial institution.

If you wish to permanently delete your account, you must call your financial institution to delete your account completely. To use ATH Móvil again, you will have to register again, as you will not be able to reactivate it.