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This mailbox is operational Monday-Friday, 9am-5pm by our Issuer Wirecard Card Solutions Ltd.
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Thank you for being a fantastic customer.
We're really grateful to all the people that backed us on our journey.
We're really grateful to all the people that backed us on our journey.
Get in touch
For all enquiries contact [email protected]
This mailbox is operational Monday-Friday, 9am-5pm by our Issuer Wirecard Card Solutions Ltd.
Why is Arro closing all customer accounts?
We (Marq Millions Limited) are closing down our Arro Money service because we've taken the business decision to move in an exciting new direction.
Our plans for the future are currently top secret, but we will be making an announcement about our cool new products very soon. Watch this space...
I want to remove my money from my Arro account before the closure deadline, but I've lost my login details. How can I access my account?
You need the following details to access your Arro account:
Your customer ID number
Your password
Your six-digit security code.
You created the six digit security code and the password (a combination of numbers and letters) yourself when you opened your account.
We take our customers' security very seriously, so we have encrypted both your password and security code. Our team can't access the code nor the password.
If you've lost these details, you can retrieve them online.
Retrieving your ID number
Your customer ID number was emailed to you when you created your account, so it’s worth checking your inbox.
If you can't find it, visit https://my.arromoney.com/forgot-customer-id/step-email and follow the steps. You will need your password for this process.
Resetting your password and security code.
Unfortunately, customers are unable to reset both the security code and the password at the same time.
If you want to reset one of either your password or security code, use these links.
1, Password: https://my.arromoney.com/forgot-password/step-email
2, Security code: https://my.arromoney.com/forgot-security-number/step-email
(When you reset your code, we will send a temporary code to you by text message (SMS). This code is for one use only, to enable you to access your account to update information.
If you can't remember any of your details, we will return any money that remains in your Arro account to you, if we can.
If you provide us with a statement for another UK bank account that shows the same name and address details of your Arro account, we will send your money to that account.
If you cannot provide a bank statement, we will send a cheque for the amount of money within your Arro account to the address we have for you.
If neither of these options are possible, we will return the money to the account that deposited it into your Arro account. This process will take place within 90 days of the closure deadline (22 April 2020).
If you need assistance, please contact [email protected].
Who do I contact if I have any queries about my Arro account after the closure deadline?
You can email [email protected] if you have any queries about an Arro account after the closure deadline.
What will happen when my Arro account is closed?
When your Arro account is closed...
- Your card will no longer work.
- You will no longer be able to make payments from your online account and your standing orders will be cancelled.
- Payments sent to your account will be returned to the sender.
- You will not be able to manage your Arro account online.
Can I withdraw all the money from my Arro account in one go?
It depends how much money is in your Arro account.
You can only withdraw up-to a limited amount from your Arro account at a time.
The fastest way to move money out of your Arro account is via bank transfer. You can transfer up to £3,750 out of your account per day, or up to £25,000 within a 30-day rolling period.
If you wish to withdraw your money as cash, you can withdraw up to £250 per day at a cash machine (ATM). You can withdraw a maximum of £1,000 in a 30-day rolling period.
To find out more visit: https://www.arromoney.com/limits
I have an on-going case related to my Arro account. How will the closure affect this?
Our team are doing all they can to resolve on-going cases before the account closure deadline.
However, depending on the type of case, it can take between 6-10 weeks to return any funds. If your case is related to a refund from a shop or an online retailer, it may be quicker to request a refund directly from the merchant.
If you wish to discuss a case relating to Arro Money after the closure deadline, you can email [email protected].
I didn't retrieve my money before my account was closed. How can access it?
If you didn't retrieve your money before your account was closed (22 April 2020), we will attempt to transfer it to you within 90 days.
We can only do this if you have given us details of another UK account that we can pay the money into, and provided any information we may need to identify this is your account.
If you cannot provide a bank statement, we will send a cheque for the amount of money within your Arro account to the address we have for you.
If neither of these options are possible, we will return the money to the account that deposited it into your Arro account. This process will take place within 90 days of the closure deadline.
If you didn't share this information with us, please contact [email protected].
What will happen if a payment is sent to my account after the closure deadline?
Payments sent to your account after the closure deadline (22 April 2020) will bounce back to the sender's account.
We recommend that you redirect all recurring payments that are currently being sent to and from your Arro account as soon as possible.
We also recommend that you do not share your Arro account details with any individuals or organisations from now on.
Will I be able to log in and manage my Arro account after the closure deadline?
You will be able to manage your account as normal until the closure deadline (22 April 2020). We recommend that you remove all your money and redirect on-going payments into and out of the account as soon as possible.
We have made it easier for you to manage your account during the closing down period by removing all transaction fees (except card inactivity fees, foreign exchange charges, and international cash withdrawal fees). You can find out more about original account fees here: https://www.arromoney.com/personal-fees, https://www.arromoney.com/limited-company-fees.html and https://www.arromoney.com/sole-trader-fees.html
You won't be able to log in and manage your account after the closure deadline is reached. You will be able to manage your account as normal until the closure deadline (22 April 2020). We recommend that you remove all your money and redirect on-going payments into and out of the account as soon as possible.
We have made it easier for you to manage your account during the closing down period by removing all transaction fees (except card inactivity fees, foreign exchange charges, and international cash withdrawal fees). You can find out more about account fees here: https://www.arromoney.com/personal-fees.
You won't be able to log in and manage your account after the closure deadline is reached.
There is no money in my account. Do I need to do anything before my account is closed?
If there is no money in your account and you would like your account to be closed immediately, please email [email protected] to let us know.
Alternatively, you can take no action and your account will be automatically closed when the closure deadline is reached.
We recommend that you keep the account closure emails we've sent to you, in case they're required for future reference.
If you require a statement of transactions, please let us know via [email protected] and we will send it to you.
How will my personal data be used after my account has closed?
We are legally required to securely store your personal account data for 6 years after your Arro account has been closed. This legislation has been created to prevent crimes like money laundering and fraud.
Do I need to return my Arro card?
Your Arro card will be deactivated when the closure deadline is reached 22 April 2020.
You don't need to return it. We recommend that you safely destroy and dispose of your card as soon as you have removed all your money from your Arro account.