Personal Account Frequently Asked Questions

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.

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.

The account is available via app stores to residents (16 years and over) in the UK and Republic of Ireland. As the Fire personal account is a digital account, you must have access to a mobile phone on which you can use the app. It is also important to note that we do not have physical branches or facilities to lodge cash and cheques are not supported.

Presently, we only allow users from within Ireland/UK to open a Fire Personal Account. However, if you have a business incorporated in Ireland/UK, you can apply for a Fire Business Account.

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.

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 can use your Fire account.

As an Electronic Money Institution in the UK and a Payment Institution in Ireland, we are required to “safeguard” customer funds.

We place your money in a designated safeguarding account with a regulated financial institution. This account holds only Fire customers’ funds and Fire ensures this money is never used for operational or lending purposes.

In the unlikely event that Fire ceases trading, the safeguarding account is protected from other creditors making a claim against Fire. In this scenario, you would get the majority of your money back, except for costs deducted by the insolvency practitioner for distributing the money to you.  This will only be deducted from customer balances if there are no funds available from Fire itself.

As the account you hold with us is not a bank account, your money is not covered by the Financial Services Compensation Scheme in the UK/Deposit Guarantee Scheme in Ireland.

You can read more here:

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.

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.

Euro Bank transfers out are processed each business day at 9:15am and 1:30pm. Sterling bank transfers out are processed at 9:15am and 4:30pm 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.

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

If you transfer funds to 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. If they do not sign up within seven days, the funds will automatically be returned to you.

You may share a payment request (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. 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 number and email address 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, please 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 can log into your account at https://personal.fire.com/login and disable your mobile phone and/or block your debit card.

Your rights are outlined by the European Commission here.

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.

No, a Fire account can’t be used for any crypto currency related activity. Funds received from a crypto currency activity destined for your account will be returned.

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 default account is based on your country of residence. If you are a resident of Ireland, your default account is your Euro Account. If you are a resident of The United Kingdom, your default account is your Sterling Account.

If any of your mobile phone contacts have an account with Fire, or you would like to invite them, simply tap on the ‘Contacts’ (Android) or ‘Payments’ (iOS) section of the app, then tap on the magnifying glass icon to grant fire access to your contacts. You will then see all of your contacts, with the “is on fire” text beside their name if they have a Fire Personal Account.

Android

  1. Sign in to your Fire Personal Account. Once you are signed in, you will be brought to the Flame.
  2. Tap on the “Order My Fire Debit Card” button.

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3. Ensure that your address is correct and tap the “Yes, that’s the correct address” field, then tap the ‘Next’ button.
4. Read through the ‘Card Fees’ section, then tap the ‘OK’ button.
5. Set a secure 4-digit pin for your card to use for chip-and-pin purchases at card terminals, then tap the ‘Next’ button.
6. Once the card arrives in the post (usually within five business days), sign in to your Fire Personal Account, go to the Flame and tap on the ‘Activate My Fire Debit Card’ button.

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7. You should see the ‘Confirm Security Code’ screen. Enter the CVV code from the back of your card.

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8. Once you confirm the CVV, your card will be ready to use!

iOS

  1. Sign in to your Fire Personal Account. Once you are signed in, you will be brought to the Flame.
  2.  Tap on the “Order your Fire Debit Card” button

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3. Ensure that your address is correct and tap the “Yes, that’s the correct address” field, then tap the ‘Continue’ button.
4. Read through the ‘Debit Card Fees’ section, then tap the ‘Next’ button.
5. Set a secure 4-digit pin for your card to use for chip-and-pin purchases at card terminals, then tap the ‘Next’ button.
6. Once the card arrives in the post (usually within five business days), sign in to your Fire Personal Account, go to the Flame and tap on the ‘Activate your Fire Debit Card’ button.

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7. You should see the ‘Confirm Security Code’ screen. Enter the CVV code from the back of your card and tap the ‘Next’ button.

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8. Once you confirm the CVV, your card will be ready to use!

If you happen to lose your Fire debit card, contact us at support@fire.com to allow us to cancel your card. In the meantime, to ensure no one is using your lost card, you should block your card using your Fire Personal App.

Android

  1. Log in to your Fire Personal Account.
  2. Go to the ‘Accounts’ section.
  3. Under the ‘Fire Debit Cards’ section, tap on the card you wish to block.
  4. On the ‘Card Management’ screen, tap the ‘Block Card’ button. 

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5. You will see the green “BLOCKED” banner across the card and your card will be blocked, disabling its use.

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iOS

  1. Log in to your Fire Personal Account. 
  2. Go to the ‘Accounts’ section.
  3. Under the ‘Fire Debit Cards’ section, tap on the card you wish to block.
  4. On the ‘Card Management’ screen, tap the ‘Block Card’ button.

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5. You will see the red “CARD BLOCKED” banner across the card and your card will be blocked, disabling its use.

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A Direct Debit mandate is a convenient way to make regular payments from your account, such as insurance payments or a monthly utility bill. 

To set up a Direct Debit from your Fire Business Account, you will need to provide the biller with either the NSC and Account Number of your chosen Sterling account, or the IBAN of your chosen Euro account, and sign a mandate giving them permission to take the funds from your account on an agreed date. The funds will automatically be deducted from your account on the specified date.

You will receive advance notifications from the mobile app reminding you of any Direct Debit payments due from your account, showing you the date and amount to be paid, so you can ensure there are sufficient funds in the account ahead of time. The notifications are enabled as default, but can be disabled in the app settings if you wish. 

You can also view the details of any Direct Debit Mandates set up on your account in the Direct Debits section of the app.

If you feel that you should not be paying a Direct Debit, you can cancel the mandate from the Actions menu. It is important that you also make the biller aware so they can resolve the issue.

The message you receive means you are either entering an incorrect email or password. If you have forgotten your password, follow this guide.

If you have forgotten your access code only, and not your password, you can still sign in to the Personal Web Application.

  1. Go to the Personal Web Account – https://personal.fire.com/login.
  2. Sign in to your account using your email and password.

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3. Click the ‘Edit’ icon on the right hand side beside the ‘Access Code’ field.

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4. On the ‘Change Your Access Code’ pop-up, click ‘Reset Access Code’.

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5. Enter your password to have the SMS verification code sent to your phone number.
6. Enter the SMS verification code, and create a new access code.
7. Once confirmed, you will be able to log in to your mobile app using the new access code.

If you have forgotten your password only, and not your access code, you can still sign in to the Personal Web Application.

1. Go to the Personal Web Account – https://personal.fire.com/login.
2. Click ‘Forgot Password?’.

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3. Enter the email associated with your Fire Personal Account and click the ‘Submit’ button.
4. You will receive a Password Reset email. Follow the link and enter the relevant digits of your access code, the SMS verification code sent to your phone number and create your new password.
5. Once you click ‘Submit’, your password will be updated and you can log in to your mobile app.

If you have forgotten both your access code and password, please contact us at support@fire.com to allow us to reset your details.

1. Once confirmation has been received from our Operations Team, you will receive an email titled “Forgotten Password for Fire”.
2. Tap the ‘Reset Password’ button within the email.

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3. Enter the SMS Code sent to your phone number.
4. Choose your new Password and enter it into the ‘New Password’ fields.
5. Once you have submitted this information, a new email titled ‘Password reset, now reset your Access Code’ will be sent to your email address.
6. Follow the steps outlined in the email to reset your Access Code. You can see these steps in detail here.

1. Go to the Personal Web Account – https://personal.fire.com/login.
2. Sign in to your account using your email and password.

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3. Click the ‘Edit’ icon on the right-hand side beside the ‘Email’ field.

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4. Enter the new email, and an SMS verification code should be sent to your phone number.
5. Enter the SMS verification code, and the relevant digits of your access code.
6. Once confirmed, you will be able to log in to your mobile app using the new email.

We understand that losing someone close to you is a difficult and sensitive time. Our team is here to assist you with the process of closing the account and releasing the funds.

The steps below give you an idea of what to expect, and the documents we will request from you.

  1. Contact our support team at to notify us of the death.
  2.  We will ask you to send us an original or certified copy of the Death Certificate so that we can suspend account activity.
  3. We will also ask you to send us an original or certified copy of the Will or Probate, as well as proof of identity and address from you as the Executor, in order to release the funds to the instructed account.
© 2015 – 2023 Fire Financial Services Limited trading as fire.com and Fire.
Fire Financial Services Limited (Fire-EU) is regulated by the Central Bank of Ireland, Reference No: C58301. Registered address: Dogpatch Labs, The CHQ Building, Custom House Quay, Dublin 1, D01 Y6H7, Ireland. Incorporated in Dublin, Ireland, Registration No: 464819.
Fire Financial Services Limited (Fire-UK) is authorised as an Electronic Money Institution by the Financial Conduct Authority, Reference No: 900983. Registered Address: The Rise, 41 Luke Street, London, United Kingdom, EC2A 4DP. Incorporated in England and Wales, Registration No: 11549793.
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