Crew FAQs

What is the new MarTrust Account?

We’ve built the new MarTrust Account with a fresh new experience for you, as the provider supporting the old MarTrust E-Wallet is closing their business.

We have created the new MarTrust Account in partnership with Monavate, an e-money institution regulated by the UK’s Financial Conduct Authority (“FCA”).

Your MarTrust Account is a free account to receive your pay and take control of your bank transfers home. You can hold funds in the multi-currency account and instantly access them with a globally accepted Mastercard Debit card. Save money with cheaper FX, low-cost fees and our free crew colleagues transfers.

How do I set-up my new Account?

Why do I need to claim it now?

We need to switch your salary from the old E-Wallets to the new MarTrust Accounts. Please claim your new MarTrust Account as soon as possible, so that you’re ready.

To avoid any disruption to your pay you must ensure your Account is claimed by 30th June 2024. We’ll start switching salary in the coming weeks to the new Accounts, and no salary will be sent to old E-Wallets after the end of June.

To celebrate the launch of the new MarTrust Crew Account, you’ll enjoy free bank transfers home in the new Account until 30th June 2024 (FX fees apply).

How will I receive my invite?

An email with your unique invite link will be sent to the email address you have registered with your old E-Wallet. The email will be sent from [email protected].

We are making the new MarTrust Account available to active MarTrust crew during May 2024. If your colleagues have been invited, but you haven’t, please contact our support team on [email protected].

If you are not currently being paid through MarTrust you will receive your invite in June 2024.

What do I need to do to set it up?

The unique invite link in the email will take you into our easy set-up process. For additional security you will need to verify your date of birth and set your new password.

Once in your new account you can set-up your send money beneficiary details, ready for when you get paid. Old beneficiary details from your old E-wallet are not being automatically transferred.

If you need to update any of your personal details please get in touch with our support team on [email protected].

Once you’ve claimed your new MarTrust Account, your salary will be switched over to your new MarTrust Account in the coming weeks, as we work with your employer to onboard everyone to their new MarTrust Accounts.

You will access your Account by logging in to account.martrust.com. We recommend that you save it as a shortcut on your mobile or desktop. Mobile apps will also be coming soon.

When will I receive my new card?

Your new Account comes with a free new MarTrust Debit Mastercard in an exciting new design.

Your new MarTrust Debit Mastercard will be delivered via your employer from the start of June. You can continue to use your existing card in the meantime and can load it until 17th July 2024 by sending money for free back to your old E-Wallet.

The new Debit card should also work in some instances when the old Prepaid card may have not been accepted, such as hotel rooms, hire cars or when on an aeroplane.

MarTrust cannot provide cards directly to crew.

Will the money in my old E–Wallet be automatically moved?

For a period, you will be able to use both the old E-wallet and your new MarTrust Account. This allows you to continue using your existing card while you wait for you new one.

We won’t automatically move your funds when you claim your new account, as you may wish to keep some money to spend on the existing card. You can load your existing card until the 17 July 2024 by sending money for free back to your old E-Wallet.

You will soon be able to move your funds from your old E-Wallet to your new MarTrust Account at no charge.

When will my salary be switched to my new Account?

We’ll start switching salary in the coming weeks to the new Accounts and no pay will be sent to old E-Wallets after the end of June. We are working with employers, and you do not need to do anything.

If your pay switches before you’ve received your new card then you can continue to use your existing card in the meantime and can load it until the 17 July 2024 by sending money for free back to your old E-Wallet.

What if I’m onshore or not with the same employer?

You will receive an invite for your new MarTrust Account and can set-up your new Account. We can only delivery new cards through employers that support MarTrust.

You old E-Wallet and card will continue to work until 30th September 2024, and you will need to transfer remaining funds to your new MarTrust Account or send to your bank account before that date.

I’m new to MarTrust and want an Account

We’re restarting new account openings in June, so please get in touch with your employer to request your MarTrust Account.

What’s changed in the new MarTrust Account?

Is the new account safe and secure?

The new MarTrust account has been designed with bank-grade security to ensure that it is safe and secure.

The funds in your new MarTrust Account are held by Monavate, an e-money institution regulated by the FCA (Registration Number 12472532 and safeguarded with leading global bank, JP Morgan).

MarTrust undergoes regular outside security testing and is subject to the security requirements mandated by the FCA.

Will there be mobile apps as well as the mobile web experience?

The first version of this account is fresh new mobile web experience, with dedicated apps coming soon. This is fully secure and provides access as early as possible, without the need for lots of new app versions to be downloaded.

Are the fees the same?

To celebrate the launch of the new MarTrust Crew Account, you’ll enjoy free bank transfers home in the new Account until 30th June 2024 (FX fees apply). From 1 July 2024, bank transfers will be charged at a new, lower price, of $5 per transfer.

You will continue to benefit from our 2 free ATM withdrawals each month with the same card fees as the old E-Wallet.

You can see all MarTrust fees here.

What does it cost to convert money between currencies?

If you make a bank payment from your new MarTrust Account in a different currency, you will be shown the exchange rate before confirming the transaction.

Our exchange rate is based on a live rate from our data provider London Stock Exchange Group, Data & Analytics. The exchange rate includes a foreign exchange fee. The rate refreshes every 20 seconds.

You can see the foreign exchange fee that applies for a given currency here.

How much does a bank transfer cost?

Bank transfers are free on the new MarTrust Account until 30 June 2024. From 1 July 2024, international bank transfers will have a new, lower price, of $5. A foreign exchange fee also applies when there is currency conversion.

You can see all MarTrust fees here.

Some employers will provide crew with a free transfer for each payroll.

Please note that when you send us an instruction to process a payment, this payment passes through different participants in the banking chain (or “intermediary banks”). Each intermediary bank may apply their own charges.

What features have changed?

All of the main features of the MarTrust Account continue to work as normal. You can receive pay, hold balances, convert currencies, and send bank transfers home. You’ll soon receive your new MarTrust Debit Mastercard to spend and withdraw cash.

The supported balance currencies at launch are USD, EUR and GBP and you can continue to benefit from our low FX rates whenever you send or spend with our usual wide range of currencies. We will be adding more balance currencies in future.

We will be adding support for intermediary bank details, and if you need to provide these in advance please get in touch with our support team on [email protected].

We also have plans for exciting new features including virtual cards, Apple Pay and Google Pay and additional local send money options.

Unfortunately, we are not planning to add support for the old send-to-card functionality.

What happens to my old E-Wallet?

Will the money in my old E-Wallet be automatically moved?

For a period you will be able to use both the old E-wallet and your new MarTrust Account. This allows you to continue using your old card while you wait for you new one.

We won’t automatically move your funds when you claim your new account, as you may wish to keep some money to spend on the old card.

Can I move money between my old and new Accounts?

You can load your old card until the 17 July 2024 by sending money for free back to your old E-Wallet.

You will soon also be able to transfer funds in the other direction from your old E-Wallet to your new MarTrust Account. You will be able to transfer remaining funds until 30 September 2024, after which the old E-wallet will be closed.

Please ensure that all funds are removed from your old E-Wallet before 30th September 2024.

Will my old E-wallet be closed?

Your old E-wallet will be closed on 30 September 2024.

Please ensure that all funds are removed from your old E-Wallet before 30th September 2024. You can send funds to your new Account for free, send to your bank account or spend with your existing card.

If you wish to request a transaction statement for your old E-Wallet, you need to do so by 30 September 2024 by contacting our support team on [email protected].

Using your new account

Is there a limit on how much money I can transfer from my new MarTrust Account?

There are no specific limits on how much money you can transfer, but any use of the new MarTrust Account must be in accordance with our terms and conditions and Acceptable Use Policy.

Can I deposit funds to my new MarTrust Account from my personal bank account?

No, you cannot deposit funds to your new MarTrust Account from a personal bank account. You can only receive funds to your new MarTrust Account from your employer or from another crew colleague who also has a new MarTrust Account.

My bank is sanctioned, can I still make remittances?

The MarTrust solution continually runs compliance and sanctions checks before releasing payments to ensure sanctions compliance. MarTrust is unable to process any payments to or through sanctioned banks including any subsidiaries of the same.

What happens if the proposed recipient is sanctioned?

MarTrust is unable to process any payments to or through any sanctioned entity or individual.

I have noticed some unauthorised transactions on my MarTrust Debit Mastercard or new MarTrust Account. What should I do next?

Please contact [email protected].

Is it possible to add an additional login so that my family can access my new MarTrust Account directly?

No, your new MarTrust Account is personal to you and you cannot share access to it with family members.

I can’t log in to my new MarTrust Account. What should I do?