1st May 2021 | 3 minute read

The sign up process explained

Signing up to the ilumoni app should take no more than 5-10 minutes but, if you have any issues, our support team are always on hand to help. You can contact them directly within the app or by using the contact form on our website. Below, we break down the steps involved and common issues encountered.

Sign up process overview

When you sign up to ilumoni, you’ll complete the following steps:

  1. We’ll ask you for some personal details such as your name, address and date of birth. We need this information to be able to verify your identity with Equifax, so please enter it as it would appear on any legal documents you fill out.

  2. We check that it’s really you! This is the stage where we’re checking with Equifax directly. In some cases, it can take a little longer, especially if some of the information provided doesn’t quite match. 

  3. You’ll connect your accounts. We use Open Banking technology to allow you to do this, and you’ll need to connect each of your accounts or balances in turn. 

For additional peace of mind, please make sure you only download our app directly from Google Play or the App Store using the links on our website here

Common issues encountered in the signup process

Unable to connect accounts

If you have any trouble connecting your accounts within the app, the first thing to do is to double-check that the information you gave us (name, date of birth and address) matches the information that you have registered to your bank account. If it doesn’t, please update them.

Connecting your accounts is much easier if you have the relevant banking app installed on your device. If you do have the banking app installed and are still experiencing problems, please make sure those apps are running the latest version and, if not, update them before trying again. 

For example, if you’re trying to connect your Lloyds Bank credit card, please make sure you have the Lloyds bank app installed on your device, and that it is running on the latest version. 

Equifax can’t verify your identity

At ilumoni we take security seriously, so we take extra steps to verify identification; using Equifax’s Identity Verification process. During this step, a few things can cause Equifax to block the verification, such as entering a piece of information incorrectly. Similarly, if you’ve recently changed your name, Equifax may not be able to verify your identity until you have also updated your details with your banks and credit providers. This block is set automatically at 48 hours, after which point you’ll be able to try again.

In some instances, there may be an issue with the personal information Equifax holds which can cause you to fail the identification process, despite entering the information correctly. If this happens, Equifax can take up to 28 days to carry out their investigation, but please get in touch with our support team so we can raise a support ticket for you and let you know when Equifax has completed their process. 

Why do we need so much information about you?

We know that sharing your personal information or account information can be disconcerting, so it’s important to know that ilumoni is fully regulated and authorised by the FCA and the systems we use are of the same security standard as other high street banks. We’ll never sell your data, or share it with anyone else.

As mentioned above, the more information you can share with the app, the better the insights it can provide. This is why we ask you to connect all your accounts with the app on sign up. Without this, we may not be able to give you accurate nudges or other information. 

For extra security, or if you’re ever in doubt, be sure to download the ilumoni app directly from Google Play or the App Store, using the links on our Download the App page here


If you have more questions about how we use your data, you can find further information on our FAQs page here.

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© 2021 by ilumoni

ilumoni is a trading name of Monely Limited registered and regulated by the Financial Conduct Authority (928933 and 928681), registered in England and Wales (Company number 11886611), Registered Office: The Barnsley Digital Media Centre, County Way, Barnsley, S70 2JW

*As referenced in the FCA's financial lives report and/or the credit card market report.