FAQ

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General
App
Access
Transfers
Businesses
Cards
Phones
Settings
Security

General Information

  1. A phone number
  2. An email address
  3. 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.
  4. Register via 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/en/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, your email and bank account linked to the registered ATH® card.

  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 of money you’d like to transfer.
  5. Double-check the transfer information and type a message (optional).
  6. Press "Send money now".
  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 Now".

Downloading the ATH Móvil app for iOS or Android is FREE.

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.

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 or email 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 4-digit passcode.

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.

The ATH Móvil app is compatible with Android devices in version 6.0 (Marshmallow) and iOS devices in version 13.0 or later.

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 forgot your password or have blocked your account, you can change your password or regain your access by clicking on the “Forgot your password?” link on the main screen and completing the requested information.

The security code will be sent to the email you used to register at ATH Móvil, you must make sure you look for it in the correct email. Also check spam, promotions, trash, etc. files.

If you no longer have access to that email you signed up with, you can contact your financial institution for assistance.

We will never contact you to request this code. If someone requests it is fraud, hang up the call and change your credentials for security.

Upon regaining your access, the app may ask to validate the phone via text message (SMS). If you do not receive this security code, try the following steps:

  1. Write the word HELP to 62738
  2. If you get a response, try the process again. If you do not receive a response, you can try to contact your telephone service provider to confirm or request to enable the promotional or short code messaging service.
  3. If you no longer have the phone number with which you registered, you must contact your financial institution for assistance.
We will never contact you to request this code. If someone requests, it is fraud, hang up the call and change your credentials for security.

For security purposes, after you regain access, the app may ask you to confirm a transaction. You must verify the email you registered in your profile in order to continue using the ATH Móvil app.

We will never contact you to ask you to confirm a transaction. If someone asks you, it is fraud, do not confirm the transaction, hang up the call and change your credentials for security.

Transfers

  1. Login to the application with your credentials.
  2. Click on the image with the title "Send Money to a person".
  3. Select the contact you want to send the money to or enter the phone number.
  4. Enter the amount of money to send.
  5. Review the transfer information and add a message if you want to.
  6. Press the "Send Money Now" button.
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Yes, you can only cancel pending transfers sent to people who are not registered in ATH Móvil in the Activities section by entering the details of the transfer.

These transfers remain in “Pending” status for a period of 7 calendar days or until the person registers. If the person you are sending money to is registered with ATH Móvil, the transfer will be completed instantly and cannot be canceled.

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.

To transfer between different bank or cooperative accounts, it is necessary that the financial institution agrees to participate and that both the owner of the account that will receive the transfer and the one that will send it, have registered 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.

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

  1. Login to the app with your credentials.
  2. Click on the image titled "Pay a business".
  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. Enter the amount.
  5. Review the payment information and write a message if you wish.
  6. Press the "Send Now" 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.

It is a functionality in the ATH Móvil app that allows you to pay participating businesses using a QR Code without having physical contact.

A QR code is a symbol that contains protected information and can be scanned by cell phone cameras. It's a common payment method within mobile apps internationally.

All participating businesses will have a QR code with the ATH Móvil brand identified on their point of sale (POS) terminal. You should always tell the cashier of the business that you are going to pay with ATH Móvil.

Each point of sale (POS) terminal in participating stores will have a unique and static QR code through which you can make payments.

To make a payment, you must do the following:

  1. Open your ATH Móvil app.
  2. Press the QR code button and scan the code.
  3. In case you can't scan the code, manually type the alphanumeric code below the QR code.
  4. Wait for the purchase information to show up on screen.
  5. Select the card you want to use for this purchase, and if a tip option is available, select the amount.
  6. Confirm payment.

You will receive a digital receipt by email and you can also see it in the Activity section of ATH Móvil.

You must tell the business that the payment method for your original purchase was ATH Móvil. You must also provide them the "ATHM Trans ID" of the original payment so that the business can complete the refund.

The refunded money will be returned to the card used for the original payment if it continues to be active in your ATH Móvil account. Otherwise, it will be returned to another of the cards registered in your ATH Móvil account.

In case you do not have an active card in your ATH Móvil account, the business will have to reimburse you some other way.

You can find the “ATHM Trans ID” in the details of the original payment in the Activity section of your ATH Móvil app or in the confirmation email you received when you made the original payment.

  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

If you have more than one card registered, you will be able to choose the card you want to use to send money in each transaction. You just have to press the card that appears at the bottom of the "Summary" screen. Once selected, the application will present you with the available cards to send the transaction.

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 app.

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 "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 "Cards" section.
  3. Choose the card you want to delete.
  4. Click on the "Delete Card" button and then confirm again selecting the "Delete" button.
  1. Log in to the application with your credentials.
  2. Go to the "Cards" section.
  3. Choose the card you want to change the expiration date of.
  4. Select the option “Update Card”.
  5. Change the expiration date and press the "Save" button
  1. Log in to the application with your credentials.
  2. Choose the “Cards” section.
  3. Select the card you want to convert to primary.
  4. Click on the “Set as Primary” 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 the option "Change Phone Number".
  2. Enter the new phone number.
  3. Verify your new phone number with a security code sent via text message.

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 follow the authentication process.

However, if you feel that your account may have been compromised, you can contact your financial institution to deactivate your ATH Móvil account.

Yes, you can continue using the ATH Móvil application. After downloading the application on your new device, to ensure that it is you who is connecting, the ATH Móvil application may request that you authorize your device. For security reasons, this process can occur at different times.

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 "Continue" button.

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

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

To change the phone number of your account, you must follow the steps below:

  1. Click on the option “Phone Number”.
  2. Enter the new phone number.
  3. Press the "Continue" button.
  4. Verify your new phone number with a security code sent via text message.

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 "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. Verify the new email with the security code sent.
  3. Press the “Continue” 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 "Passcode" option under the "Security" category and follow the steps below:

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

Completing these steps successfully will enable the "Passcode" functionality and with this information you will be able to enter your account the next time you connect. This option also 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. Enter the "Settings" application of your phone.
  2. Choose “ATH Móvil” from the list of applications.
  3. Enable the “Contacts” option.

Android:

  1. Enter the "Settings" application of your phone.
  2. Go to the "Apps" section.
  3. Choose “ATH Móvil” from the list of applications.
  4. Go to the “Permissions” option.
  5. Activate the permission so that the application has access to your contacts.

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 Notifications" 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 "Notification 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.

Security

As a security measure, to ensure that it is you who is logging in, the ATH Móvil application may ask you on different occasions to authorize your device.

When connecting from a new/different device, the ATH Móvil application will ask you to authorize the device. By authorizing this device you are allowing it to access and use your ATH Móvil account. If you don't recognize it, you shouldn't authorize it. If someone asks you to authorize a device, it's fraud.

We will never contact you to ask you to authorize a device. If someone requests, it is fraud, do not authorize the device, hang up the call and change your credentials for security.

This request to authorize the device will be sent to the email you used to register at ATH Móvil, you must make sure you search for it in the correct email. Also check spam, promotions, trash, etc. files.

If the email you have registered in ATH Móvil is from a company or organization, it may have established rules that prevent this type of email from reaching you. You can try to register again in the application with another email.

If you no longer have access to that email you signed up with, you should contact your financial institution for assistance.

It is a common security method used to verify that a user logging in to a platform is actually who they say they are. The second authentication factor in the ATH Móvil application is a security code that will be sent by text message when the risk engine determines that it is necessary.

We will never contact you to request this code. If someone requests it, it is fraud, hang up the call and change your credentials for security.

If you do not receive this security code, try the following steps:

  1. Text the word HELP to 62738.
  2. If you get a response, try the process again. If you do not receive a response, you can try to contact your telephone service provider to confirm or request to enable the promotional or short code messaging service.
  3. If you no longer have the phone number with which you registered, you must contact your financial institution for assistance.
We will never contact you to request this code. If someone requests it, it is fraud, hang up the call and change your credentials for security.

HANG UP, it's fraud. ATH Móvil will never call you to request information about your account.

In order to use your ATH Móvil application and its most recent functionalities, you must make sure that you have your device and the application updated with the latest version available.