F.A.Q.

Our working hours: Monday – Friday* 8:30 AM-5:30 PM (GMT+2).

*Except the Public Holidays in Lithuania!

GENERAL QUESTIONS

How to open a personal account?

To open a Personal Account please register here by entering your contact details. After that, please follow the instructions and your account will be opened.

How to reset your account password?

  1. Go to Mistertango log in page;
  2. Click on Forgot password? Create new;
  3. Fill in your e-mail address under which your Misterango account is registered;
  4. Fill in your ID or Passport number, which was used for a registration process;
  5. Enter the code which is sent to your e-mail;
  6. Create a new password;
  7. Confirm with the code which is sent to your registered phone number;
  8. After this process, you will receive a confirmation to your e-mail, that your password was changed.

How to change your account password?

  1. Log in to the Mistertango account (web version);
  2. Click on icon near your name;
  3. Click on ‘Change password;
  4. Enter your current password;
  5. Enter your new password;
  6. Enter verification code which is received to your e-mail address.

How to change a service plan?

There are two service plans one for Personal and one for Business clients only.

Pricing List for Personal
Pricing List for 
Business

How to change an email address?

If you want to change your e-mail address please contact Mistertango Team via support.mistertango.com or internet banking.

Unsupported countries

We support pretty much every country in the world, except for countries in the list below!

  • Afghanistan
  • Bosnia and Herzegovina
  • Ethiopia
  • Guyana
  • Islamic Republic of Iran
  • Democratic People’s Republic of Korea
  • Lao People’s Democratic Republic
  • State of Palestine
  • Serbia
  • South Sudan
  • Sri Lanka
  • Syrian Arab Republic
  • Trinidad and Tobago
  • Tunisia
  • Uganda
  • United States of America
  • Vanuatu
  • Yemen

For this moment Mistertango supports business clients from Lithuania and Estonia only. Mistertango will expand the geographical area soon!

Additional account manager?

Private clients cannot add additional account managers. Business clients can add additional account managers via internet banking. This function is available for account administrators only. If you do not see such a right, the company’s director has to contact Mistertango Team via support.mistertango.com.

How to change the telephone number?

In order to change your preferred phone number, please send us a photo where we could see your document near your face. Also, please send us your new phone number and we will change your phone number.

How to close the Mistertango account?

If you would like to close your account please fill the form application for private accountsapplication for business accounts, sign and send it to us at support.mistertango.com.

PLAIS system

Cash Flow Restrictions Information System (hereinafter “PLAIS”). It is an automated information system that enables all authorities with the right of recovery to provide funds write-offs and restrictions instructions to credit institutions in a uniform manner.
Possible fees:
PLAIS system fee: 1.02 EUR
Mistertango maintenance fee: 0.87 EUR

BUSINESS CLIENTS

How to open Mistertango Business Account?

To open a Business Account please register here by entering your contact details. Responsible Mistertango team member will contact you as soon as possible to assist you with the on-boarding process.

Corporate account opening supporting documentation

List of documents:
1. Extract from the register or Incorporation document not older than 3 months, must be in English or Lithuanian and duly authorized by the Notary or also with apostille attached or legalized (see here: Notary and Apostille/legalization);
2. Articles of Association (Statute) or equivalent document governing the management of the company, must be in English or Lithuanian and duly authorized by the Notary or also with apostille attached or legalized (see here: Notary and Apostille/legalization);
3. Copy of the Director’s ID or passport;
4. Power of Attorney (issued by the Director of the company), if the company is represented by other people than the Director (must be in English or Lithuanian and duly authorized by the Notary or also with apostille attached or legalized (see here: Notary and Apostille/legalization);
5. Proof of business activities: utility bill (electricity, telephone, post-paid mobile phone, gas, water), property or municipal tax receipt, post office, savings bank account statement or other;
6. Copy of last year’s tax return or other relevant documents (if applicable);
7. Copy of bank statement not older than 6 months (if applicable);
8. Company’s management structure, including disclosure of ultimate beneficial owners;
9. Copies of passports of the company’s ultimate beneficial owners who directly or indirectly hold 25% or more in the share capital of the company;
10. Certificate or license required to commence business activities (if applicable); 11. Company’s AML/KYC procedure signed by Director or Management Board (if applicable).

Power of Attorney (POA)

A Power of Attorney (POA) or letter of attorney is a free form written authorization by the company’s Director to represent or act on the company’s behalf in business affairs. The document must contain the validity date (for the exact period of validity or non-terminated). The POA must be in English or Lithuanian and authorized by the Notary or also with Apostille attached or legalized.

List of countries where documents must be approved by the Notary or Apostille/Legalisation.

Documents must be certified by the Notary public in these countries:

  1. Republic of Moldova
  2. Republic of Estonia
  3. Republic of Latvia
  4. Ukraine
  5. Russian Federation;

Documents must be certified by the Notary public and Apostille attached:

  1. Antigua and Barbuda
  2. Barbados
  3. Belize
  4. Bolivarian Republic of Venezuela
  5. Brunei Darussalam/ Nation of Brunei, the Abode of Peace
  6. Commonwealth of Australia
  7. Commonwealth of Dominica
  8. Commonwealth of The Bahamas
  9. Cook Islands
  10. Federation of Saint Christopher and Nevis
  11. Federative Republic of Brazil
  12. Georgia
  13. Grand Duchy of Luxembourg
  14. Grenada
  15. Hong Kong Special Administrative Region of the People’s Republic of China
  16. Hungary
  17. Independent State of Samoa
  18. Ireland
  19. Japan
  20. Kingdom of Bahrain
  21. Kingdom of Belgium
  22. Kingdom of Denmark
  23. Kingdom of Eswatini
  24. Kingdom of Lesotho
  25. Kingdom of Morocco
  26. Kingdom of Norway
  27. Kingdom of Spain
  28. Kingdom of Sweden
  29. Kingdom of the Netherlands
  30. Kingdom of Tonga
  31. Macao Special Administrative Region of the People’s Republic of China
  32. Mongolia
  33. New Zealand
  34. Niue
  35. Principality of Andorra
  36. Principality of Liechtenstein
  37. Principality of Monaco
  38. Republic of Albania
  39. Republic of Argentina
  40. Republic of Armenia
  41. Republic of Austria
  42. Republic of Azerbaijan
  43. Republic of Belarus
  44. Republic of Botswana
  45. Republic of Bulgaria
  46. Republic of Burundi
  47. Republic of Cabo Verde
  48. Republic of Chile
  49. Republic of Colombia
  50. Republic of Costa Rica
  51. Republic of Cyprus
  52. Republic of Ecuador
  53. Republic of El Salvador
  54. Republic of Estonia
  55. Republic of Finland
  56. Republic of Honduras
  57. Republic of Iceland
  58. Republic of India
  59. Republic of Kazakhstan
  60. Republic of Korea
  61. Republic of Latvia
  62. Republic of Liberia
  63. Republic of Macedonia
  64. Republic of Malawi
  65. Republic of Malta
  66. Republic of Mauritius
  67. Republic of Montenegro
  68. Republic of Namibia
  69. Republic of Nicaragua
  70. Republic of Panama
  71. Republic of Paraguay
  72. Republic of Peru
  73. Republic of Poland
  74. Republic of San Marino
  75. Republic of Seychelles
  76. Republic of Slovenia
  77. Republic of Suriname
  78. Republic of Tajikistan
  79. Republic of the Fiji Islands
  80. Republic of the Marshall Islands
  81. Republic of Turkey
  82. Republic of Uzbekistan
  83. Romania
  84. Saint Lucia
  85. Saint Vincent and the Grenadines
  86. South Africa Republic
  87. State of Israel
  88. Sultanate of Oman
  89. Swiss Confederation
  90. The Czech Republic
  91. The Democratic Republic of São Tomé and Príncipe
  92. The Dominican Republic
  93. The Federal Republic of Germany
  94. The French Republic
  95. The Hellenic Republic
  96. The Italian Republic
  97. The Kyrgyz Republic
  98. The Oriental Republic of Uruguay
  99. The Portuguese Republic
  100. The Republic of Croatia
  101. The Slovak Republic
  102. The United Mexican States
  103. Ukraine
  104. United Kingdom of Great Britain and Ireland

Documents from the rest of the countries (which are not under The Hague Convention and not mentioned above) must be certified by the Notary public and also Legalised.

Mistertango API

Meet a Mistertango API – an interface through which you can manage your Mistertango Payment account directly from your usual working environments, such as business management system (ERP), accounting software or any other software you are using. There is no need to login to the Mistertango website. This empowers you to create your own software based on your own rules to send payments, check account balance, monitor incoming funds in real-time.

PRICES

Pricing List for Personal
Pricing List for Business

Balance Fee

A 2 % annual interest rate is applied to any balance within the client’s account. The fee is applied for clients with Personal and Business pricing plans. The fee is automatically calculated and accumulated on a daily basis, charged on the last day of the current month.

Example: if a client keeps 50.000 Eur on his account, the calculation looks following: 50.000 Eur * 2 % / 365 = 2,74 Eur (per day)

where:
50.000 Eur – balance amount on a particular day
2 % – annual interest rate
365 – days per year since the annual interest rate is applied
2,74 Eur – accumulated fee amount on a particular day
Each day the accumulated amount is charged on the last day of the current month.

BANK TRANSFERS

Deposits to Mistertango account

Money could only be deposited to the Mistertango account in EUR currency. We are not able to receive the payments in other currency and SWIFT payments (payments from not EEA) to SEPA IBAN. These payments are automatically refunded back to the sender.

Transfers execution time

SEPA payments in Lithuania only are credited on banking days:
*on the same banking day, if payment is provided before cut-off time – 16:00;
*on the second banking day, if payment is provided after cut-off time – 16:00.

SEPA payments in other EEA countries are credited on banking days:

*on the next banking day if payment is provided before cut-off time – 15:00;
*after two banking days, if payment is provided after cut-off time – 15:00.

Time calculated by GMT+2

Payment Cancellation Requests

If You want to close outgoing payment, please contact Mistertango support team – support.mistertango.com

Not received payments. What to do?

If you did not receive the payment to your Mistertango account in more than two banking days, please contact us via support.mistertango.com and attach the statement of made payment where we could see the payment date, amount, payer and sender account numbers.

Your account was closed with a balance?

Please fill the Request to withdraw the funds’ form (it was sent to you via email!) and don’t forget to provide the statement in PDF from the beneficiary’s bank which proves, that the account at the recipient’s bank belongs to you. Please send those two documents via support.mistertango.com and after 5 days when the manager approves your documents, the refunds will be executed to your account!

MISTERTANGO PAYMENT CARDS

Mistertango team is sorry to announce, but due to contract cancelation with the current payment card provider MasterCard, Mistertango payment cards are de-activated and no longer working from the 1st of November, 2018.

PROCEDURE OF THE COMPLAINTS

If your rights and/or interests related to the services and/or products provided by us have been violated, you can submit the complaint using the attached form by e-mail complaints@mistertango.com or by post, Perkunkiemio st. 2, Vilnius, LT-12128. If you are a consumer, i.e. you are using or intend to use our services and/or products for personal purposes, you can submit the complaint within 3 (three) months from the date when you became or should have become aware of the violation of your rights and/or interests protected by the law. If you are not the consumer, you can submit the complaint within 14 (fourteen) calendar days from the date when you became or should have become aware of the violation of your rights and/or interests protected by the law. Your complaint must be made in either Lithuanian or English language by e-mail complaints@mistertango.com or by post, Perkunkiemio st. 2, Vilnius, LT-12128 and all of the following information must be entered: name, last name or name of the legal entity, code (for legal entities only), residence address/registered office address, phone number and e-mail address (you must indicate the same email address you registered with us for the purpose of opening of Electronic Wallet); date of complaint/date of birth; your rights and/or interests that were violated and the circumstances in relation to; your request. If you submit the complaint via the representative, the identity and authorization evidencing documents must follow the copy of an ID/ passport of the authorized person and power of attorney evidencing the right to represent you or any other document evidencing authorization to act on your behalf. Complaints that are submitted in other than Lithuanian or English language or the identity of the applicant is not clear will not be investigated by us. If the complaint lacks the information required for the investigation, we may ask you to eliminate the shortcomings of the complaint by specifying the essence of the complaint or by providing additional documents and/or data required for the proper investigation of your complaint. We will set a reasonable time limit, at least 7 (seven) calendar days, to eliminate the shortcomings of the complaint or provide the requested data and/or documents. You must comply with the deadline set by us. If you fulfilled our request for additional data and/or documents, the complaint will be considered to be submitted on the date the shortcomings were eliminated or the additional data and/or documents submitted. If the complaint does not comply with the requirements and the shortcomings have not been eliminated, we will not investigate the complaint and will return it to you. Such circumstances do not prevent you from contacting us regarding the complaint repeatedly after the identified shortcomings of the complaint are eliminated, provided you do comply with the term for submission of the complaint. Your complaint will be handled and the response submitted as soon as possible, but no later than within 15 (fifteen) business days following the day of the receipt of the complaint. In the event beyond our control, we will not be able to submit the response within the specified term, we will submit the interim response to you communicating the reasons of the delay and the term for submission of the final response. In all cases, the final response to you will not exceed 35 (thirty-five) business days. If you are unsatisfied with our response, you may apply to the Lithuanian financial supervisory authority Bank of Lithuania (Žirmūnų str. 151, 09128 Vilnius, Lithuania; www.lb.lt) regarding the settlement of a dispute. The application must be submitted in the Lithuanian language.