Personal Account Frequently Asked Questions

A Fire personal account is a digital account. It is used primarily to execute bank transfers, debit card purchases and payments to/from your contacts. There is no facility to lodge cash and cheques are not supported. The account is available via the app stores to residents (16 years and over) in the UK and Republic of Ireland.

The Fire account is available as an app from the iOS and android stores – search for “Fire Personal” to locate and install the app on your mobile. As you install the app, you will complete a registration process which requires a valid UK/ROI mobile number and email address.

On completion of this process you are a “basic” user and you will have limited access to the payment services for a limited time. As a basic user, you may top up your account by credit/debit card and send/request money from other fire users. To access other services such as bank transfers and ordering a debit card, you must complete the validation process and become a “full” user.

To complete the validation process you must upload three documents to verify your identity and address. This is completed via the app and you must upload at least one of each type. The valid documents are:

  • Identity Documents – includes passports, driving licence, age card – it should be in date and contain your photo, legal name and date of birth;
  • Address Verification Documents – includes bank or credit card statement, utility bill, insurance, local or government letter, revenue notice etc. it should clearly show your name and address, the logo of the sender and be issued within the last six months. (Please note mobile phone bills are not accepted).

You may select documents from your phone or use your camera to upload the three documents. Once they are received by us, we will review the documents and advise you when the validation process is complete and you are then a “full” user.

As a full user you will have access to a sterling and a euro Fire account. The Fire sterling account has a sort code & account number and the Fire euro account has an IBAN. You or anyone who wishes to pay you by bank transfer may use these account numbers to transfer funds into your Fire account from any bank account in the UK or Eurozone. A bank transfer usually takes between a few hours and a business day to reach its destination.

You may also top up your Fire account with a credit or debit card, using the top up feature – these funds are applied immediately to your account.

Specifically – UK (sterling) bank transfers may be remitted to Fire accounts via Faster Payments and BACS, while Euro bank transfers may be sent via the SEPA Credit Transfer (SCT) scheme.

To transfer funds out of your Fire account via a bank transfer, you must first create a payee in the account tab of the app and enter/save their bank account details. You may then select the bank transfer option to execute an external bank transfer from your Fire account.

You can use your fire.com account to pay by Direct Debit on all your fire.com GBP accounts. We are working on enabling Direct Debits for EUR accounts and will inform all customers when they are available.

Bank transfers in euro are processed each business day at 9:30am and 1:30pm. Sterling bank transfers are processed at 9:00am and 4:00pm on business days.

Internal transfers between same currency Fire accounts are completed instantly. Internal transfers to another currency account (e.g. transferring from a Fire euro account to a Fire sterling account) are also instant.

Should you wish to receive international payments via SWIFT please contact the support team – support@fire.com.

As a full user you may order your debit card at any time from the flame section of the app or the main menu. Your card will usually arrive in five business days. Fire debit cards may be used anywhere you see the MasterCard® logo – in store, online, for recurring bills and at ATMs for cash withdrawals. When your card arrives, you must activate the card by following the instructions in the app and letter.

Your Fire debit card is linked to both your sterling and euro accounts. If you are purchasing in sterling or euro you must have funds in the respective account. Purchases in any other currencies (e.g. US Dollars) are converted and applied to your default account (euro for Eurozone residents and sterling for UK residents).

You may use the Fire app to pay and receive funds from other Fire users. The payments section of the app will show you who’s #onfire in your contacts. Transfers to others are completed in real time and instantly accessible. You may pay and request funds from your contacts.

If you pay a contact who is not #onfire, the funds will be taken from your account and held for seven days so your contact may sign up for Fire. When your contact signs up the funds that you sent are immediately lodged to their account. Should your contact not sign up within seven days, the funds are automatically returned to you.

You may share a payment requests (using the share option) to other apps, such as messenger or WhatsApp, email, text etc. for group requests and if you are requesting funds from people who are not #onfire. You will be notified as payments arrive.

You may also make an anonymous payment to another Fire user; just tap on the privacy option when making the payment and deselect the data to send with the payment. In this case the payee will see a message saying they have received an anonymous payment and none of your details.

To access the Fire app, you must validate your phone, email and complete a validation process. The app uses security technologies to ensure the privacy of data and the authentication of users. If at any time you have concerns over your account, you must contact us.

The “flame” section of the app, along with the real time notifications for card transaction, payments and requests will alert you to important activity. These notifications are generally sent in real time to your phone. Should you misplace your card, there is an option within the app to block the card – see the accounts section of the app. In the event that you have misplaced your phone and/or card you may log into your account at https://personal.fire.com/login and disable your mobile phone and/or block your debit card.

Fire and fire.com are trading names for Fire Financial Services Limited. Fire Financial Services (fire-EU) is regulated by the Central Bank of Ireland as a Payment Institution and as such it is authorised to provide specific payments accounts and services. Fire Financial Services (fire-UK) is authorised as an Electronic Money Institution by the Financial Conduct Authority. We are not a bank and we do not provide credit (loans) or overdrafts. Nor do we pay any interest on funds that may be held in a Fire account.

All client funds (i.e. your money) are held in separate, ring fenced accounts in tier one financial institutions. Client funds are never mixed with our own funds, never invested nor used for any operational purpose. No liquidator, receiver, administrator, examiner or creditor of a Payment Institution or Electronic Money Institution, nor the official assignee in bankruptcy has any recourse or right against client funds held in accordance with the above.

As the fire-EU payments licence is an EU based regulation, Fire has passported its licence to other European countries to offer our services across Europe.

Details of our founder and board of directors are available in the About Us section of the web site. If you have any other questions, comments or feedback we would be delighted to hear from you at any time – info@fire.com.

Protecting your personal data is very important to us. We take appropriate measures to ensure confidentiality of all personal data, both paper and electronic required for the operation of our business. We take appropriate steps to protect data stored or transmitted against accidental or unlawful destruction, accidental loss or alteration, and unauthorised or unlawful storage, processing, access or disclosure.

We are committed to and comply with all relevant Data Protection and Privacy legislation and/or regulations of the jurisdictions within which we operate. We will ensure that your personal data can be used only by authorised personnel for legally authorised purposes. We will only use personal data in our possession for its intended specific and authorised purpose.

Your personal data may be transferred to contracted third parties, e.g. banks and other firms external to us for the purposes of providing our services to you. In these circumstances Fire will oblige contracted third parties to ensure that your personal data is securely managed and protected at all times. These third parties will only process and use your personal data in line with fire.com specific instructions.

We or our contracted third parties may share your personal information with authorities within Ireland, the United Kingdom and abroad to prevent money laundering, terrorism and fraud in order to meet legal obligations.

Your personal data will be retained and maintained in accordance with applicable Data Protection and Privacy laws and regulations which oblige Fire to hold its customer data for up to six years after the last transaction or end of business relationship whichever comes first.

As a fully registered user, you can download an annual statement of fees incurred on your account in the Fire App. Enter the relevant account and select “Statement of Fees” from the “Options” menu. You can also request a paper copy by contacting support@fire.com

Your rights are outlined by the European Commission here.