Question 1

How do I withdraw savings if I DON'T have a UK Bank linked to my account?

Accepted Answer

NOT LINKED A UK BANK ACCOUNT OR ONLY LINKED A CREDIT CARD? - This method will require some manual intervention for you to withdraw savings and will require you to send us some information as part of UK Anti-Money Laundering regulations. Requests received from a non registered Upside email address will be disregarded. Your registered email address can be found in the Personal Info section of the Settings page within the Upside App.

Please send and email from your registered Upside email address to compliance@upsidesaving.com with the subject - "Request to withdraw savings"
Please include a scanned copy or photo of your bank statement dated within the last 14 days of your request clearly showing
Your Name and Surname
Your current residential - address must match the address on your Upside account - If this does not - please
Please ensure your sort code and account number is visible
Please copy the following line into the body of your email

I, of

hereby confirm that I am the account holder of the following UK Bank Account , , as outlined in the attached and request Upside to transfer the following amount via FPS withdraw <£ x.xx> from my Upside account to the aforementioned specified account.

Once we receive this request, we will process your withdrawal and aim to transfer your funds within 24 hours - Monday to Thursday inclusive - with Friday being the last payday in the w

Question 2

How do I change my residential address?

Accepted Answer

Follow these steps to change your Residential Address

Whilst logged into the Upside App:

Tap Settings at the bottom of your screen
Select Edit your personal info and then
Tap the pencil next to your address listed

Option 1

Search for your new address by entering your postcode and follow the steps

Option 2

Enter your address manually
Click on Save Address to update your residential address

Question 3

Will I earn interest on the money saved into my Upside Account?

Accepted Answer

Earning interest on your Upside savings

Your Upside Account is an eMoney account, and as such will earn no interest on the balance.

You can read more about eMoney in the Upside Terms and Conditions and Privacy Policy

Question 4

How do I close my Upside Account?

Accepted Answer

Follow these steps to close your Upside Account
Whilst logged into the Upside App:

Tap Settings at the bottom of your screen
Select Close Account and then
Chat with us

Please Talk to Customer Care and one of our agents will assist you with closing your account

Question 5

Where are my savings held?

Accepted Answer

Where does Upside save your money (Upsides)

Your Upside Account is an:

Electronic Money Account (e-Money account)
operated and maintained by our Electronic Money Institution (EMI) partner PayrNet (Terms and Conditions), regulated by the Financial Conduct Authority (FCA)
whom receives and distributes e-Money on behalf of Upside customers (Upsiders)

Every Upsider

has their own unique e-Money account, in exactly the same way as you do with your bank and
only you can transact (save money into or withdraw money ) to or from that e-Money account via your Upside app

Please read the Terms and Conditions and Privacy Policy if you require any further detailed information about your Upside Account or PayrNet

Question 6

How do I contact you if I need help?

Accepted Answer

If you need help with anything, you can either use our Customer Care Help Center or get in touch in the following ways

Customer Care Help Center

Whilst logged into the Upside App:

Tap the "?" at the top right of your screen
This will take you to the help center where you can browse help articles in the various categories, or

Live Chat

Talk to us by clicking on the orange chat icon at the bottom right of your sceen

Our friendly team is available from:

8am to 8pm Monday to Friday
10am to 3pm Saturday
We are closed on Sundays

e-mail

You can email us (talktous@upsidesaving.com) and we will get back to you as soon as possible

The above is a guide but the team always try and answer any urgent chats where possible regardless of the time

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