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Welcome to our Help & Support Centre
Getting Started
A quick guide for new users on Mellow.
Mellow is an award-winning solution for building kids’ financial responsibility. With the Mellow App and the connected MasterCard® prepaid card, we digitize pocket money for you and your child, and they develop essential skills such as delaying gratification, budgeting and planning.
With the Mellow App, your child can save regularly toward their saving goals. You can also set challenges for your child to complete to get rewards, the rewards are fully customisable, it can be a dollar or 10 minutes play time.
The Mellow App works along with our connected MasterCard® prepaid card. With the prepaid card, you can transfer pocket money and rewards to your kids instantly, and track their daily expenses/ spending categories. Your child can pay in over 50 currencies at traditional and online merchants which accept Mastercard® around the world.
Mellow is free to use. A prepaid card connected with the Mellow App will be mailed to you after you have created an account and registered for a prepaid card. You can activate, top up the card and use it without any fee.
However, fees apply for certain card features by MasterCard®, such as ATM withdrawals, lost card replacements and foreign currency transactions. For the incurred fees, please refer to the Fee section under our FAQ.
To get started, download the Mellow App on your smartphone. The Mellow App is available for FREE on both the App Store and Google Play Store.
Create your parent and child account. Connect the accounts through QR code or invitation code. Get the connected MasterCard prepaid card simply through providing your mobile phone number and mailing address. After you have received the card, activate, top up and start using it.
You can get the prepaid cards with Mellow on the Mellow App. All you have to do is to sign up for an account on the Mellow App.
For parent users, you would have to connect with a child account first, then add the prepaid card for your child. For the basic version, you are only required to provide a mobile phone verification and a mailing address. The prepaid card will be sent to your mailing address once your registration is successful.
Once you have received the card, you can then activate, top up, and your child can start using it!
For child users, you can get your own prepaid card without connecting to a parent account. However, you are required to connect with a parent account if you would like to upgrade your prepaid card for more features (such as ATM cash withdrawal) or deposit a larger amount (more than HK$3,000). Please refer to the “Prepaid Card” section under our FAQ for more information.
Please note that when you make your first offline payment on your prepaid card, the payment should be made by inserting the chip into the POS system. After that, following payments can then be made with PayPass (i.e. making payments by tapping the card on the POS system).
The following features are available for a tier 1 prepaid card, which has completed the mobile phone verification:
- All Mellow services
- The maximum card balance is HK$3,000
- The daily top-up limit is HK$3,000, annual top-up limit is HK$25,000
- Single spending limit is HK$3,000, annual spending limit is HK$25,000
- Card Services including:
- Local and International Top Up
- Local and International Spending
Note that ATM withdrawals, transfer to bank accounts, and card replacement is NOT available for a tier 1 prepaid card. If you lose this prepaid card, you have to carry out an identity verification process to replace your card and retrieve the funds within your card.
Please refer to the Prepaid Card section of the FAQ for more information on card upgrade.
Mellow is currently available in Hong Kong only. You will need to have a Hong Kong phone number and Hong Kong mailing address to get a prepaid card.
Our team is working hard to expand to other regions, please stay tuned to our company updates.
What would you like to find out?
Everything you need to know to use Mellow.
ACCOUNT OPENING
Find out how to manage your child's account and prepaid card on Mellow.
ACCOUNT OPENING
Find out how to manage your child's account and prepaid card on Mellow.
FIND OUT MORE
SECURITY
Learn about how Mellow provides the best environment for our users to grow & learn better.
SECURITY
Learn about how Mellow provides the best environment for our users to grow & learn better.
Find out more
TOPUPS
Find out how to add funds to your child's prepaid card on Mellow.
TOPUPS
Find out how to add funds to your child's prepaid card on Mellow.
FIND OUT MORE
MELLOW APP
Get support on how you can the best make use of our app on your child's financial education journey.
MELLOW APP
Get support on how you can the best make use of our app on your child's financial education journey.
Find out more
PREPAID CARD
Get more information on the parental features supported by the prepaid cards.
PREPAID CARD
Get more information on the parental features supported by the prepaid cards.
FIND OUT MORE
FEES
Learn about the details of the fees occurred in the prepaid cards.
FEES
Learn about the details of the fees occurred in the prepaid cards.
Find out more
Frequently Asked Questions
Common questions from our users.
As a parent account user, you are able to connect to multiple child accounts on the Mellow App:
- Go to “Settings” by clicking the settings icon on the top left corner on your Dashboard.
- Click “Chld Account”
- Click “Connect Child Account”
You can scan the QR code or input the invite code of the child account to connect with them!
Mellow is in compliance with Hong Kong Monetary Authority’s Customer Due Diligence (CDD) requirements under the Anti-Money Laundering and Counter-Terrorist Financing Ordinance (“AMLO”) (Cap. 615). It is necessary for Mellow to identify and verify new users such that all our customers are safeguarded against potential fraud and financial crime.
At the core, Mellow is all about the users. We care deeply about providing the best environment for our users to grow and manage their financials better.
We are committed to ensure the safety and security of our users data. Mellow goes to great lengths to ensure not only is our users data protected, we ensure that it is routinely tested for risks. We are in compliance with Hong Kong’s Personal Data (Privacy) Ordinance (Cap. 486). Please refer to our Privacy Policy here.
Mellow utilises the latest best practices for securing the communication and storage of all user data. All communication is handled securely and fully encrypted using Secure Socket Layer (SSL) security standard. Data at rest is also encrypted with 256-bit Advanced Encryption Standard. In order to provide an extra layer of protection, we also utilise Two-Factor Authentication (2FA).
Yes. Mellow works hard to uphold the safety and security of all our users, so that they can grow and manage their financials in the best environment.
The Mastercard® prepaid card is different from a credit card. Users can only spend their account balance and cannot overdraft – there is no crediting feature. Transaction failure will occur if users try to spend more than their card balance. The card PIN is required for all transfers and ATM withdrawal features to provide an extra layer of security.
With the parent account, you are able to track your child’s transactions in real time, so that you can stay notified and offer timely guidance. If your child loses his/her card, you are able to instantly freeze your child’s card in our App. You can contact us at [email protected] for a card replacement.