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Frequently asked questions

What is Milli?

About us


Welcome to Milli - a smarter way to look after your money. Our app is built for people and so is our bank. We’re part of the First National Bank of Omaha family, with 160 years of experience behind us. We’ve learned a lot along the way, from the best in the business and people from all walks of life. Our intelligent spending card makes money clear-cut, helping you to track your spending right down to the dollar while helping you find new ways to save for the future. Our app will do the hard work for you, so you can do more of the things you love.




Are there any fees?


Milli does not charge any fees!




How do I access my Milli account?


Milli is a mobile (only) app. It has been designed from the ground-up as a brand new kind of digital banking experience - available 24/7 from the convenience of your mobile phone. We might be a digital service with no branches but this doesn't mean that we have compromised on customer service however - you can contact our friendly support team at anytime directly from the mobile app or via email at support@milli-bank.com.




Can I use Milli on my Android?


Not yet. We're still in a closed beta and for now, the app is only available on iPhones (model 6S or later) running iOS 12.0 or later. We're currently working to bring an Android app into the Play Store, so please keep an eye on our website for updates!





Getting started

How do I sign in?


Once you've signed up and downloaded the app, you'll be emailed a secure link. Click on the link from your email app and it will automatically open the Milli app and log you in. Each link we send is unique to you, for once only use, and just for a limited time. It is in this way so secure, that it can replace a traditional password (which can be easily forgotten and hard to type into mobile apps).




I can't see the magic link in my email.


Wait a few minutes for this email to arrive. They're usually pretty fast, but can sometimes take a few minutes. Check your 'Spam' and 'Junk' folders to see if the link has been sent there. Double check that you entered the correct email address before requesting the link, and that you're searching the right inbox. If the log in email still isn't appearing, please reach out to us, using the email address connected to your Milli account via support@milli-bank.com and we'll follow this up!




How do I add money to my Milli account?


First, you just need to connect your current checking account to Milli, within the app. You can do this from the 'dashboard'. We use Plaid to connect your checking account to Milli, who are the industry leaders in this feels so you can be confident this connection is totally secure. You (and only you) are in complete control of when and how much money you choose to add to Milli.

Once you have linked your checking account, to add money to your Milli card you just need to:

  1. Open the Milli app
  2. Go to the Spending area
  3. Tap on ‘Transfer money’
  4. Enter the amount you would like to top up and if successful, your deposit will appear instantly in your spending balance!
By moving money for ‘everyday spending’ from your current checking account to the Milli spending card, this helps keep it separate from the amount you need to set aside for bills. Milli then provides you with the insights and tools to help track and control your everyday spending more easily.




How can I link a Checking Account?


When logged into your Milli account, go to the dashboard and you'll see a blue card prompting you to link an account. Click on that and follow the instructions.




May I have multiple linked Checking Accounts?


Not at this time, no. But this is something we may consider in the future.




I have signed up - when will my card arrive?


Your card is mailed out shortly after you sign up and should arrive within 3-5 working days, but can sometimes take a little longer. If you haven't received your card within 5 business days, please reach out to us, using the email address connected to your Milli account via support@milli-bank.com and we'll do our best to get a card in your hands as soon as possible.




How do I unlink my Checking Account?


Go into your Milli app's dashboard and click on "Linked Accounts", tap on your linked account and tap "Unlink". Once you've done this, you can link a new account.




Now that I've got my card, when can I start using it?


Great news! Before you start using your card, you'll need to activate it. You can do this from the Spending screen in the app. Once you've done that, you can add money to your Milli account and start using it normally.





Spending and Using the Milli card

Where is my card?


Once ordered, your card should arrive within 3-5 business days, but this can sometimes take a little longer. If you haven't received your card after 5 business days, please get in touch with our support team via the app , or email us at support@milli-bank.com.




How much does it cost to transfer money to Milli?


Milli does not charge a fee to add money via your connected account.




When will my money arrive in my Milli account?


Your money should arrive instantly from your linked checking account. If you believe that your money should be on your Milli card, but hasn’t yet then please contact support@milli-bank.com




Can I pay in or deposit checks with my Milli account?


You cannot add money to your account via check and Milli does not offer checks currently. Feel free to get in touch via the app if you have any feedback about this.




How much does it cost to use an ATM?


Milli does not charge any fees for ATM withdrawal, but the ATM might have its own fee.




Is there a cash withdrawal limit at the ATM?


You can withdraw up to $500.00 per transaction. The daily maximum amount that can be withdrawn from an ATM per day is $500.00 and the maximum monthly withdrawal limit is is $1500.00.




There was a problem with my card at the ATM


If your card is not working for some reason, please email us at support@milli-bank.com or contact us via the in-app chat to so we can look into it. If you have trouble using an ATM, please be sure to keep the receipt it gives you - that will help us investigate any issues you may have had.




Can I spend using my Milli card if I don't have any money in my account?


No. Transactions made when there is no money on your card will be declined.




What are the spending limits on my card?


$1,500.00 is the maximum you can spend on a transaction. $1,500.00 is the maximum you can spend per day. $10,000.00 is the maximum you can spend in a 30 day period. You can find more information on the Terms & Conditions, inside the Limits section.




My card is not working


Please double-check that:

  1. You have not accidentally locked your card. You can check this in the ‘Manage card’ section of the Spending screen.
  2. All of your card details have been entered correctly (PIN, CVV, or expiration date), if you're using your card online.
If your card is still not working for some other reason, please reach out to us, using the email address connected to your Milli account via support@milli-bank.com and we'll follow this up!




How do I change my card PIN?


On the Spending screen select ‘Manage card’ and then select ‘Reset pin’. You will then be able to choose a new PIN for your card.




How do I transfer money out of my Milli account?


During the beta period of the app, please email us at support@milli-bank.com or contact us through the app chat to transfer money from your card onto your connected checking account.




My payment was declined


If you tried to make a payment and it failed and didn't receive a notification in the app, it's likely due to an issue with the merchant. It's worth checking if the merchant is on the Visa network. If the merchant is on the Visa network and for whatever reason the payment didn't go through, it's worth trying it again, before getting in touch with the team. If everything looks ok and you’re not sure why the payment is being declined, please email us at support@milli-bank.com or contact us through the app chat and we'll take a closer look for you.




I'm expecting a refund that hasn't arrived yet.


During the beta beta period of the app, please email us at support@milli-bank.com or contact us through the app chat to get a refund. We will add this feature soon!




I don’t recognize a transaction


Please reach out to us via the app or using the email address connected to your Milli account via support@milli-bank.com and we'll follow this up!




What type of payments and transfers can I make?


During the beta period of the app, you will be limited to making transactions with your Milli card. We will be adding more functionality in future!




I want to lock my card


Locking your card blocks any attempted transactions. You can this in the app:

  1. Go into the ‘Spending’ area.
  2. Tap on ‘Manage card’ seen under your card.
  3. Once in there, tap on ‘Lock/Unlock Card’. It’ll happen instantly.
If you've lost, but then luckily found your card, you can also unlock it in the app.




I don’t know my PIN


You set your PIN when you first activated your spending card. If you forgot it, please reset your pin via ‘Manage card’ on the Spending screen.




I want to change my PIN


If you need to reset your PIN:

  1. Go into the ‘Spending’ area and tap on ‘Manage card’ seen under your card.
  2. Once in there, tap on ‘Reset Card Pin’. You will be taken through the reset PIN flow to create a new one.
  3. If the PIN reset is successful, you will be able to use it instantly.




My card has been lost or stolen


If you can’t find your card at the moment, but still think that you could find it - we suggest you lock your card from the ‘Manage card’ section. If your card was stolen, please email us at s upport@milli-bank.com or contact us through the app chat if you would like to cancel and re-order a new card and we'll get a shiny new card in your hands as soon as possible.




Can I use my card abroad?


You can spend or withdraw money from ATMs with your Milli card anywhere Visa is accepted. Fees may apply.




Reporting fraud or suspicious activity on your account


If you see any suspicious activity in the app, you can email us at support@milli-bank.com or contact us through the app chat and we’ll look into it immediately.




Will I be charged if I withdraw money from an ATM?


You will not be charged if you withdraw cash from an ATM in the Visa Network (Visa ATM Locator). You may be charged a fee by the ATM operator if you withdraw money out of the Visa Network.




What is the Milli's ATM Network?


You can take cash out with the Milli card from any ATM in the Visa Network. Use this link to find a Visa ATM near you. https://www.visa.com/atmlocator/




Does Milli offer Overdrafts?


No. Milli doesn't offer overdrafts at this time.





Savings

Can I earn interest on my money?


Yes! In the app, you can open a Savings account separate from your Milli spending account and jars that you can deposit money into and earn interest on it. Please look in the app for more information about this.




Can I open more than one savings jar?


Yes! You can open multiple jars for all your savings needs. You can also give them different names and allocate savings goals to them. So, go ahead and start saving for that trip you've been meaning to take!





Settings and Customer Support

How can I contact customer support?


There are 2 ways to reach us:

  1. In the app: A chat function is available if you need to speak to the team. This is available by clicking the chat icon at the top-right of the screen.
  2. . If you'd like to email us, please reach out via the email address you signed up with to support@milli-bank.com




I need to change my contact details


Please reach out to us, using the email address connected to your Milli account via support@milli-bank.com and we'll help get this done. In the future, you'll be able to do this yourself in the app.




Issues with my linked checking account


During the beta period, please email us at support@milli-bank.com or contact us through the app chat if you are having any issues with your linked checking account or you need to update some details.




How do I change the linked checking account?


At this time, you can only have one checking account linked to your Milli. You can unlink your checking account and then re-link a new account. Please follow these steps:

Go into your Milli app's dashboard and click on "Linked Accounts", tap on your linked account and tap "Unlink". Once you've done this, you can link a new account.




How can I see my spending statements?


During the beta, please get in touch via the app and we'll generate a statement for your Milli spending card. In the future it will be available within the app.




I want to close my account


We’re sorry you want to leave. To close your account during the beta period please get in touch at support@milli-bank.com or chat with us through the app.




How do I change my notifications?


We wouldn't recommend doing this because you won't be able to see notifications for card usage. If you'd like to turn off all notifications, you can do the following:

  1. Go into the ‘Settings' area of your iPhone via the profile icon on the top-left of the dashboard
  2. Once in there, select Milli and set notifications as you would like. Note that if you disable notifications, you will not receive real-time transaction notifications.




Logging out


  1. Go into the ‘Profile’ area by tapping on the left top icon on the dashboard
  2. Once in there, tap on ‘Logout’ at the bottom of the screen. You’ll be logged out instantly.





Security

Is my money safe?


Money in your Milli account is insured by the FDIC for up to a maximum amount as published by the FDIC, subject to the applicable limitations and restrictions of such insurance. The money on your Milli account is held in a custodial account with Sutton Bank on your behalf. Found out more about FDIC and deposit protection here.




My card has been lost or stolen


If you can’t find your card at the moment, but think it is just temporarily misplaced then you can easily lock (and unlock) your card via the ‘Manage card’ section on the Spending screen.
If, however, you think that the card has been permanently lost or stolen then we recommend you lock the card and email us immediately at support@milli-bank.com.




My phone has been lost or stolen


Your Spending card will still function even without your smartphone. You will still be able to make card payments and withdraw cash.

However, we recommend you email us at support@milli-bank.com so we can log you out of the app and you can re-download Milli on your new device.




Information sharing with 3rd parties


We do share certain personal information with third parties to be able to provide our services. You can access our Privacy Policy in the app. Please email us at support@milli-bank.com or contact us through the app chat if you would like to know more information about information sharing with third parties.




Milli terms & conditions


You can access our terms and conditions through the app – email us at support@milli-bank.com if you have any further questions.