MarTrust Account overview
What is the MarTrust Account?
The MarTrust Account is a free and secure online account that allows you to receive pay and take more control of your money. With a MarTrust Account, you can send money home quicker, reduce transfer costs and take advantage of competitive foreign exchange rates.
The MarTrust Account is delivered in partnership with Monavate Limited, an e-money institution regulated by the UK’s Financial Conduct Authority (FCA).
Is the MarTrust Account safe and secure?
The MarTrust Account has been designed with bank-grade security. The funds in your account are held by Monavate, an e-money institution regulated by the Financial Conduct Authority (FCA). All funds are safeguarded with the banking partners of Monavate.
Which currencies can I hold in my MarTrust Account?
You can hold US Dollars (USD), Euros (EUR) and British Pound Sterling (GBP) in your MarTrust Account. You can send money to over 100 countries in more than 70 currencies, and spend in any currency using your MarTrust Debit Mastercard at competitive exchange rates, from 1%.
We’ll be adding more balance currencies in future.
What features are coming next?
We’re committed to continuously improving the MarTrust Account for seafarers. Look out for new features coming soon, including Android and iOS apps, Google Pay, Apple Pay, free crew-to-crew transfers, virtual cards, and more account currencies.
Will there be mobile apps as well as a mobile web experience?
Yes, mobile apps for Android and iOS will be coming soon. In the meantime, you can continue to access your MarTrust Account from any device through the mobile web experience.
Setting up your MarTrust Account
How do I get a MarTrust Account?
You can only get a MarTrust Account through your employer. If your employer is already using MarTrust, ask them to register you for a MarTrust Account.
If your employer is not using MarTrust, feel free to recommend us to them. They can contact our Customer Service team via email at [email protected] or call us on +44 2030383929 to find out more.
How do I activate my MarTrust Account?
Once you’ve been registered by your employer, we’ll send you an email invitation with instructions to activate your account. The email will be sent from [email protected]
Select the “Finish your account setup” button within the email invitation to be directed to a secure web page where you can activate your account. For additional security, you must verify your date of birth and create a password. Once your details have been confirmed, you’ll be directed to your account dashboard.
If you haven’t received your invite, please check your spam/junk folder, or get in touch with our support team at [email protected]
What is my MarTrust ID?
When opening a MarTrust Account, you’ll be allocated a unique MarTrust ID (MTID). Find your MTID in your account dashboard, by clicking on the side menu.
Your MTID is required by a shipping company or recruitment agency to process your payroll into the correct account.
Your MTID will remain the same, even if you move to another shipping company or recruitment agency.
How do I log in to my MarTrust Account?
Log in to your MarTrust Account at account.martrust.com and enter your account email and password. For additional security, we’ll send you an account verification code via email.
Enter the 6-digit verification code to verify your login.
What if I can’t log in to my MarTrust Account?
Please check you’ve entered your account email and password correctly. If you’ve forgotten your password, select “Forgot password” and follow the steps.
If you need further assistance, email us at [email protected], or call us on +44 2030383929.
Can I add a login so family or friends can access my MarTrust Account directly?
No. Your MarTrust Account is personal to you. Sharing access with family or friends is not permitted.
Do I have the right to cancel my account?
Yes. You can cancel your account at any time by emailing us at [email protected].
Sending and receiving money
How much does it cost to convert money between currencies?
When you exchange money between currencies in your MarTrust Account, or send money to a bank account in a different currency, you’ll be shown the exchange rate before confirming the transaction.
The exchange rate includes a foreign exchange fee. The rate refreshes every 20 seconds. You can view the foreign exchange fee that applies for a given currency here.
Can I deposit funds into my MarTrust Account from my personal bank account?
No. You can only receive funds into your MarTrust Account from your employer.
How can I check my balance?
To view your account balances, log in to your MarTrust Account. From your dashboard, choose the currency account you want to view by selecting the currency flag dropdown.
You can also view your card balance at any ATM (USD $1.25 fee applies).
How can I get a statement?
Request an account statement by emailing us at [email protected]
How can I add a recipient to send money?
To add a recipient to send money, follow the below steps:
1. From your MarTrust Account dashboard, select “Send money” then select “Add new recipient”.
2. Choose the account type, then add the recipient’s name (the full name of the account holder), email address and account nickname.
3. Add the recipient’s home address details (country, city, address, postal code).
4. Add the recipient’s bank details (currency, SWIFT/BIC Code, IBAN or Account number).
5. Review the recipient details then select “Confirm”
You can now continue to send money to your new recipient. Your new recipient will appear under “Saved recipients” on the Send money screen for future payments.
How do I send money to a recipient?
To send money to a saved recipient, follow the below steps:
1. From the “Send money” screen, select the recipient you want to send money.
2. Choose the amount and currency you want to send, then select “Continue”.
3. Review the details then select “Confirm the transfer” to send the money.
How long does my transfer take to be credited to the recipient?
The normal turnaround time is 2 business days, excluding weekends and public holidays. The process depends on the payment submission time and the recipient’s country’s banking hours.
All MarTrust bank transfers are processed as urgent wire payments. Urgent wire payments can be received on the same day it was sent, although in most instances they take up to 2 business days to be received. Some countries and currencies take up to 7 business days, depending upon the correspondent banks.
Why did the recipient receive less than the amount that I sent?
When you make a transfer, this transaction passes through different participants in the banking chain (or ‘intermediary banks’).
Each intermediary bank may apply their own charges, deducted from the final amount.
Can I add intermediary bank details to recipients?
Yes, you can specify the intermediary BIC for recipients on certain SWIFT routes. The intermediary BIC can be set on the bank details screen when creating a new recipient.
This should only be set if you have been informed by the recipient or your bank that it is necessary to route payments through a specific intermediary.
Is there a limit on how much money I can transfer from my MarTrust Account?
There are no specific limits on how much money you can transfer, but any use of the MarTrust Account must be in accordance with our terms and conditions and Acceptable Use Policy.
My bank is sanctioned, can I still make payments?
We continually run compliance and sanctions checks before processing payments. MarTrust cannot facilitate any payments to or through sanctioned banks, including any affiliated institutions.
What happens if the proposed recipient is sanctioned?
We cannot process any payments to or through any sanctioned entity or individual.
How do I cancel a payment?
If you notice an error after making a payment or want to request a recall of the funds, please contact [email protected] providing the transaction date, exact amount and the reason for the request.
If the funds have already been credited to the recipient’s account, you may need to contact the recipient directly to request the return, subject to their agreement.
If this isn’t possible, please contact our Customer Service team to start a return of funds process.
What are intermediary bank fees?
An intermediary bank fee is a charge that may apply when money is transferred from one bank to another, especially if the banks are in different countries.
When you send money internationally, your bank might not have a direct relationship with the receiving bank. So, it uses another bank (the intermediary bank) to help complete the transfer. This intermediary bank does the work of moving the money between the two banks, and in return, it charges a fee for its services.
Intermediary fees can vary, and MarTrust usually doesn’t know the exact charge before the transaction. Typically, each intermediary bank can charge anywhere between USD $15 – USD $50 per transaction.
What fees do you get charged?
MarTrust account fees and limits can be found here.
What should I do if I get charged an unexpected fee?
For any unexpected fees on bank transfers (which are not related to MarTrust fees applied), we advise you to contact the receiving bank.
What are the benefits in my MarTrust account?
Your employer may provide you with free bank transfers and/or free ATMs as part of your payroll every month. You will see when doing an ATM or bank transfer if this waives any fees due to your employer benefit. The benefit can be used on the first bank transfer/s and ATM transactions made after payroll. To see if you have any benefits, you can view this in your MarTrust account, under the “Benefits” section or ask your employer.
MarTrust Debit Mastercard
How do I get a MarTrust Debit Mastercard?
Your MarTrust Account comes with a free MarTrust Debit Mastercard. Your employer will send you your debit card directly (MarTrust cannot provide cards directly to crew).
Once you have received your debit card, you can activate it from your account dashboard.
How do I activate my MarTrust Debit Mastercard?
Activate your debit card in 3 simple steps:
1. Select “Card” from your account dashboard, or “Activate your card” from the side menu.
2. Enter the 19-digit Token code found on the back of your card, then select “Continue” to activate your card.
3. Select the currency you will hold on your card – either USD, EUR or GBP – we recommend you choose the currency you receive your salary in. You will be able to spend in any currency at competitive exchange rates, from 1%.
Please note: you cannot change your card loading currency once you’ve confirmed your choice.
Where can I use my MarTrust Debit Mastercard?
You can use your MarTrust Debit Mastercard to make purchases online and in stores around the world.
How does the currency work on my MarTrust Debit Mastercard?
You can hold a single currency on your debit card, which you must set as either US Dollars (USD), Euros (EUR) or British Pound Sterling (GBP) when activating your card.
You can use your card to spend in any currency with instant conversion at competitive exchange rates, from 1%.
How do I get the best exchange rate when spending with my MarTrust Debit Mastercard?
When you spend or withdraw cash with your debit card abroad, some merchants and ATMs will offer to convert the currency for you (dynamic currency conversion).
To avoid paying unnecessary fees, we recommend you always decline dynamic currency conversion and choose to pay in the local currency. MarTrust will convert the currency for you at our low exchange rates, from 1%.
How can I view my card PIN number?
To view your card PIN (Personal Identification Number), go to your Card dashboard, then select “Card settings”. For security, your PIN will be hidden by default. Use the “Press and hold to show PIN” button to reveal your card PIN.
You can change your card’s PIN at any ATM by following the instructions on the ATM screen.
Can I freeze/unfreeze my MarTrust Debit Mastercard?
Yes. To freeze or unfreeze your card, go to your Card dashboard and select the “freeze / unfreeze” button.
You may want to freeze your card if:
- you lose your card;
- you notice unauthorised transactions on your card or account;
- you want to temporarily disable your card.
I have noticed some unauthorised transactions on my MarTrust Debit Mastercard / MarTrust Account. What should I do next?
Take immediate action to protect your card balance by freezing your MarTrust Debit Mastercard from your Card dashboard. All card transactions will be blocked.
To protect your MarTrust Account, we recommend you change your account password. To change your password, log out of your account, then select ‘Forgot password?’ from the account log in screen and follow the instructions.
Please inform us of any unauthorised activity as soon as possible by emailing us at [email protected] or calling us on+44 2030383929.
Can I separate my card balance from my other MarTrust Account balances?
Yes. You’re in control of how much money you hold in your MarTrust Account and on your debit card. You can load and unload money between your main accounts and card account as you like.
How do I load funds from my MarTrust Account to my debit card?
To load money to your card, go to your Card dashboard and select “Load”. Choose the amount of money to add, then confirm the card load.
To unload money from your card to your main account, select “Unload” from your Card dashboard. Choose the amount of money to unload, then select “Confirm card unload” to transfer the money to your main account.
Why is my name not on my MarTrust Debit Mastercard?
Your debit card is a non-personalised card, which means it is not required to have the card holder’s name on it.
What is a cash-advance transaction?
Any transaction made using your new MarTrust Debit Mastercard to transfer money from your card balance to another money provider, such as a bank, a foreign exchange vendor, a digital wallet, or a service like Western Union or GCash, where the recipient can pick up the cash, is considered a cash advance.
This transaction is charged with a MarTrust fee of 1%.
How do I make a contactless transaction?
You can use your MarTrust Debit Mastercard to make contactless payments at retailers that support this technology.
To activate contactless payments, you’ll need to use Chip and PIN with the first transaction.
The old MarTrust E-Wallet
Why did my old MarTrust E-Wallet and card stop working?
Unfortunately, due to the liquidation of PFS Card Services Ireland (PCSIL), the provider of the old MarTrust E-Wallet and card, your old MarTrust card and E-Wallet were suspended on August 23, 2024. Since PCSIL is no longer operational, the funds in the old E-Wallet have been frozen, and MarTrust is unable to move them on your behalf. Since July 2024, MarTrust has been working to transition seafarers to the new MarTrust Account and 97% of the total balance has already been successfully moved.
How can I recover my frozen funds from the old MarTrust E-Wallet and card?
The Joint Liquidators of PCSIL have confirmed that a refund process will be established. However, they are awaiting guidance from the Irish Courts, and this could take several months. In the meantime, you are invited to contact PCSIL at [email protected] with your full name and cardholder ID to be added to their mailing list for updates.
Are my funds in the old MarTrust E-Wallet safe?
According to the latest update from the Joint Liquidators, all cardholder funds held by PCSIL are safeguarded by law and regulation and kept separate from the liquidation process. However, refunding cardholders will come at a cost, and the Liquidators are awaiting a court decision on who will bear that cost. You will receive further updates once a decision has been made.
When will my old MarTrust E-wallet be closed?
All old MarTrust E-wallet accounts will be closed on 30 September 2024.
Need further assistance?
If you require further assistance, please contact our Customer Service team at [email protected] or call +44 2030383929. We also offer support in Russian and Tagalog.