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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.




What mobile devices can I use Milli on?


The Milli app supports both iPhone (model 6S or later) and Android devices (version 5.0 and up). Make sure your iPhone is running iOS 12.0 or later before you download the Milli app!





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.


If you can't see the magic link in your email: 1. Wait a few minutes for this email to arrive. Sometimes this can take a few minutes.
2. Check your Spam or Junk folder to see if the link has been sent there. If you have the Gmail app, it may be in your Promotions folder. 3. 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?


You (and only you) are in complete control of when and how much money you choose to add to Milli. First, make sure you've linked a checking or savings account to your Milli app to add money. You can find instructions for this under the next question. Once you've linked your account, please follow these instructions: 1. Open the Milli app 2. Go to the Spending tab 3. Tap on "Add money" 4. Enter the amount you would like to add and if successful, your deposit will appear instantly in your spending balance!




How do I link a checking or savings account?


After you've logged into the Milli app, 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 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?


You already have it! We currently don't offer physical cards (coming soon) but your virtual card details can be found under the Spending tab where it says "Card." This is also where you can set your PIN and lock your card.




How do I unlink my checking or savings account?


First, go to the Dashboard in the Milli app and click on "Linked Account." Then, hit the arrow next to your linked account, tap "Unlink" at the bottom of the screen, and click "Confirm." If you want to link a new account, you can do so on the Dashboard.




When can I start using my virtual card?


Great news! You can start using your Milli card right away, but first you'll need to set a PIN. To set your PIN: 1. Go to the Spending tab and click on "Card" 2. Select "Reset card PIN" 3. Enter the 4 digit PIN you'd like to use and hit "Set PIN" Make sure you have money added to your Spending account and you'll be set!




Is there a limit on the amount of money I can transfer to or from Milli?


Milli doesn't have any daily limits on the amount of money you can transfer, but it does have a $10,000 limit per transaction. For example, if you wanted to add $50,000 to your Savings, you'd need to complete five $10,000 transfers from your linked account.





Spending and Using the Milli card

How much does it cost to transfer money to Milli?


Milli does not charge a fee to add money from your linked account.




When will my money arrive in my Milli account?


Your money should arrive instantly from your linked account. If you believe money is missing from your Milli account, then please contact support@milli-bank.com or message us via the chat function in the Milli app.




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, if you try to spend more money then you have in your Spending account, your transaction 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 virtual card is not working


Please double-check that:
1. You haven't accidentally locked your card. You can check this in the "Card" section on the Spending tab.
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 via the chat function in the app or email us at support@milli-bank.com and we'll follow this up!




How do I change my card PIN?


Under the Spending tab select "Card" and then select "Reset card PIN." You will then be able to choose a new PIN for your card.




How do I transfer money out of my Milli account?


1. Select the account you'd like to transfer money out of (i.e. Spending, Jars, Savings) 2. Click "Transfer" 3. Enter the amount you'd like to transfer 4. You should see the account it is going to displayed. If the wrong account is shown, hit "Change" and select the right account. 5. Hit "Transfer" and you're done!




My payment was declined


If you tried to make a payment that was declined and you 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 will block any transaction attempts. You can do this in the app:
1. Go to the Spending tab.
2. Tap on "Card."
3. Click "Lock Card" and your card will be locked instantly.

If you'd like to unlock your card, you can do so following the same process.




I don’t know my PIN


If you forgot your PIN, please reset your pin under the "Card" section on the Spending tab.




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.




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! Our Savings account currently offers 0.75% APY. Go check it out!




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 via the chat in the app or email us at 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 find my account statements?


1. Click the person icon in the top left corner of the app. 2. Tap "Statements" 3. Select the date of the statment you'd like to view.




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 so in the settings section of your mobile device.




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 phone has been lost or stolen




If your phone was lost or stolen, 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. We can also lock your virtual card for you.




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.