Frequently Asked Questions

Find answers about Mettle here

Will avatar Siobhan avatar Ben avatar +2
172 articles in this collection
Written by Will, Siobhan, Ben and 2 others
Manage my account

How do I get a letter confirming a payment sent from my account?

Ajay avatar
Written by Ajay
Updated over a week ago

How do I download my letter confirming my account?

Ajay avatar
Written by Ajay
Updated over a week ago

Can I add a second cardholder to my account?

Siobhan avatar
Written by Siobhan
Updated over a week ago

How can I get a replacement card?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Why do I get a "network error" message when trying to log in?

Siobhan avatar
Written by Siobhan
Updated over a week ago

How do I log in on my new device?

Siobhan avatar
Written by Siobhan
Updated over a week ago

What happens if I remove a device?

Siobhan avatar
Written by Siobhan
Updated over a week ago

How do I contact Mettle support?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Where do I find my account number and sort code?

Will avatar
Written by Will
Updated over a week ago

Can I use Mettle as my main business account?

Ben avatar
Written by Ben
Updated over a week ago

Where can I find my PIN?

Siobhan avatar
Written by Siobhan
Updated over a week ago

How do I change my PIN?

Will avatar
Written by Will
Updated over a week ago

How do I activate my card?

Will avatar
Written by Will
Updated over a week ago

What should I do if I've lost my card or it has been stolen?

Ben avatar
Written by Ben
Updated over a week ago

How do I update my personal or business details?

Will avatar
Written by Will
Updated over a week ago

How do I access my statements?

Ben avatar
Written by Ben
Updated over a week ago

Can I use my card abroad?

Will avatar
Written by Will
Updated over a week ago

How can I notify you that I'm going abroad?

Ben avatar
Written by Ben
Updated over a week ago

Why does my card not work at Pay at Pump machines?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Does Mettle work with PayPal?

Will avatar
Written by Will
Updated over a week ago

Can I access my account using a desktop or laptop?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Can I access my account on multiple devices?

Siobhan avatar
Written by Siobhan
Updated over a week ago

As the second director of a company, why can't I log in to the Mettle account?

Siobhan avatar
Written by Siobhan
Updated over a week ago

How do I close my account?

Will avatar
Written by Will
Updated over a week ago
Payments

What information do I need to provide to the person paying money into my account?

This article provides information on the details you need to provide to customers to allow Confirmation of Payee checks to be completed.
Siobhan avatar
Written by Siobhan
Updated over a week ago

What is Confirmation of Payee?

Siobhan avatar
Written by Siobhan
Updated over a week ago

When receiving a payment what is my account name?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Which types of payment can I make?

Siobhan avatar
Written by Siobhan
Updated over a week ago

What Financial Institutions are live with Mettle for Confirmation of Payee?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Are there limits on my balance?

Will avatar
Written by Will
Updated over a week ago

Can I set up direct debits and standing orders?

Will avatar
Written by Will
Updated over a week ago

Are there limits on my transactions?

Will avatar
Written by Will
Updated over a week ago

Why does my account show as PrePay Technologies Ltd when receiving a payment?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Can I make an international payment?

Will avatar
Written by Will
Updated over a week ago

Why is my card transaction showing as pending?

Molly avatar
Written by Molly
Updated over a week ago

What should I do if a bank transfer I'm expecting hasn't arrived?

Will avatar
Written by Will
Updated over a week ago

Why hasn't my balance updated?

Will avatar
Written by Will
Updated over a week ago

Can I deposit cheques?

Will avatar
Written by Will
Updated over a week ago

Why isn't my contactless working?

Siobhan avatar
Written by Siobhan
Updated over a week ago

What is my contactless limit?

Ben avatar
Written by Ben
Updated over a week ago

How do I add cash to my account?

Will avatar
Written by Will
Updated over a week ago

How do I transfer money?

Will avatar
Written by Will
Updated over a week ago

What should I do if I'm missing a payment?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Why aren't my transactions showing?

Will avatar
Written by Will
Updated over a week ago
FreeAgent

Can I share my invoices with FreeAgent?

Ajay avatar
Written by Ajay
Updated over a week ago

Will my receipts upload to FreeAgent?

Ajay avatar
Written by Ajay
Updated over a week ago

Can I split my transaction into multiple categories in Mettle?

Ajay avatar
Written by Ajay
Updated over a week ago

What does a notification saying ‘Category not shared. You'll need to add it in FreeAgent.’ mean?

Ajay avatar
Written by Ajay
Updated over a week ago

As a Freeagent user what happens if I remove a category from within the Mettle app?

Ajay avatar
Written by Ajay
Updated over a week ago

Why is a transaction in my Mettle account showing as ‘Custom category’?

Ajay avatar
Written by Ajay
Updated over a week ago

Why is a category I've selected in Mettle not updating in FreeAgent?

Ajay avatar
Written by Ajay
Updated over a week ago

The category I have selected in FreeAgent is not showing in my Mettle account?

Ajay avatar
Written by Ajay
Updated over a week ago

How does book-keeping sync work between Mettle and FreeAgent?

Ajay avatar
Written by Ajay
Updated over a week ago

Will book-keeping sync change my accounts which I’ve already completed in FreeAgent?

Ajay avatar
Written by Ajay
Updated over a week ago

Why am I being asked to pay when I try to connect to FreeAgent in the Mettle app?

Siobhan avatar
Written by Siobhan
Updated over a week ago

What transactions can I make to be eligible for FreeAgent for free?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Why don't I have the required authorisation to connect to Mettle?

Siobhan avatar
Written by Siobhan
Updated over a week ago

What is FreeAgent?

Siobhan avatar
Written by Siobhan
Updated this week

Why is it only FreeAgent that is for free?

Siobhan avatar
Written by Siobhan
Updated over a week ago

How can I connect to FreeAgent through Mettle?

Siobhan avatar
Written by Siobhan
Updated over a week ago

How can I enable my bank feed from FreeAgent?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Can I get FreeAgent for free if I’m already a FreeAgent customer?

Siobhan avatar
Written by Siobhan
Updated over a week ago

What should I do if I've forgotten my FreeAgent password?

Siobhan avatar
Written by Siobhan
Updated over a week ago

I’m an existing FreeAgent customer, how can I connect Mettle with FreeAgent?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Can I get FreeAgent for free if my accountant registers me?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Can my accountant access my FreeAgent account?

Siobhan avatar
Written by Siobhan
Updated over a week ago

What data does Mettle share with FreeAgent?

Siobhan avatar
Written by Siobhan
Updated over a week ago

Can I update my FreeAgent VAT and accounting details later?

Siobhan avatar
Written by Siobhan
Updated over a week ago

What should I do if my FreeAgent account says 'Import pending' and I can't see my transactions?

Siobhan avatar
Written by Siobhan
Updated over a week ago

What should I do if I see 'You don't have the required permissions to authorise Mettle'?

Siobhan avatar
Written by Siobhan
Updated over a week ago