FAQs for IKEA Business Buyers

If you can’t find an answer to your question in our FAQs, please submit a support ticket.

If you have other questions regarding Mondu and its additional payment methods, please go to our general Buyer FAQ page.

Troubleshooting

I lost my MonduCard - what should I do?

If your MonduCard is lost or stolen, freeze it right away. If you find your card, you can unfreeze it anytime. Otherwise, issue a new card – ensuring that your card details cannot be abused.

You have two ways to freeze your MonduCard:

Freeze via the Mondu Buyer Portal

Log in to the Mondu Buyer Portal with your account email and the verification code sent to your inbox.
Open the MonduCard tab. On the screen where you are asked to confirm access in the Mondu app, select “I’m having trouble”, then select “I want to freeze my card”.
Alternatively you can also freeze the card by using the “Freeze” action in the MonduCard tab.

Freeze by phone

Call our card emergency line in English: +441722444821.
Have the number of your MonduCard ready so we can identify your card and freeze it immediately.

After freezing

If the card is stolen or permanently lost, block the card and order a replacement: use the “Block card” action from the Card tab of the Mondu Buyer Portal.
If you find your card, you can easily unfreeze it via the Mondu Buyer Portal.
If you notice suspicious transactions, you can report an issue on the transaction itself.

I lost the device linked to MonduCard - what should I do?

You can regain access securely without your old device. Just install the Mondu app on a new device, using the same phone number you registered during the initial application, and we will send you a SMS with one-time code for access.

I lost access to my verified mobile number - what should I do?

No worries – you can easily get back on track – the steps depend on whether you have access to a device with the Mondu app setup.

If you have access to Mondu app:

Log in to the Mondu Buyer Portal and navigate to the MonduCard tab
Open the MonduCard tab and select Settings.
Select the “Update your mobile number” option and follow the prompts – a new mobile number will be registered for your account.

If you do not have access to Mondu app:

Log in to the Mondu Buyer Portal and navigate to the MonduCard tab
Open the MonduCard tab. On the access confirmation screen, select “I’m having trouble”, then select “I want to link a device”.
Complete the Identity verification process and a new mobile number will be registered for your account.

Where can I get support if I'm having issues with my application or card?

For application assistance, reach Mondu’s support team at IKEA@mondu.ai (responses within 1 business day), or contact your IKEA for Business team. For card-related issues, reach out to Mondu’s support team at IKEA@mondu.ai or call our 24/7 hotline +441722444821 for urgent matters like blocking your card.

Setup and verification

How do I set up the Mondu app on my mobile device?

Get the Mondu app ready in a few secure steps so you can approve online payments and manage your MonduCard with confidence.

Download our app

Download the Mondu app from the Apple App Store or Google Play Store.

Sign into the app using the same email address you use for the Mondu Buyer Portal.
Please note: you can only use the app with an existing Mondu Buyer Portal account and a validated phone number.

Link your device

After logging in, enter the one-time code you receive to link your device.

Confirm with your security PIN

Enter the security PIN you set during onboarding to complete the setup.

Complete the setup: enable biometrics and notifications (recommended)

Turn on Face ID/Touch ID or your device’s biometrics to speed up future logins and approvals. If you prefer not to use biometrics, you will be asked to confirm with your security PIN.
Enable push notifications to receive real-time prompts for approvals.

That’s it – the Mondu app is ready for use! You can now head to the MonduCard tab in the Mondu Buyer Portal to see your card details, monitor your transactions and remaining purchasing power. For added security, you will be prompted in the Mondu app to confirm online payments, so you’re always in control of your business spending.

What does the verification process look like?

The MonduCard application follows a simple two-step process:

Step 1: Initial application (real-time decision)
- Provide personal details (name, email, phone number)
- Provide company details (name, business type, address, VAT ID)
- Complete online identity verification (photo ID + verification steps)
- Receive instant decision on eligibility
Step 2: KYC verification (if approved)
- Log into the Mondu Buyer Portal
- Click on the MonduCard banner to continue
- Access the KYC case for your business:
  - Verify the information about company, company representative and ownership information – it is pre-filled.
  - If your business is a sole proprietorship you would need to:
    - Upload 1) company extract – eg VAT certification, and 2) recent proof of address of the company owner
    - The company owner will need to perform a short identity verification process (~2 minutes)
  - If your business is not a sole proprietorship you would need to:
    - Upload 1) company extract – eg “visura camerale aggiornata” (updated Chamber of Commerce registration) and 2) [optional] if you have any person who control more than 25% of the company (UBO): upload a UBO extract
    - The managing director needs to complete a short identity verification process (~2 minutes)
  - Mondu will review your case promptly and inform you of the outcome
  - Setup security PIN and validate phone number

If you’re not eligible after Step 1, you’ll be notified immediately that the service isn’t available.

Using your card

Where can I manage my MonduCard?

All MonduCard management happens in the Mondu Buyer Portal. That’s where you’ll see transactions and statements, view your card details and balance, freeze/block your card and update your mobile number, should that be needed.

How to access MonduCard in the Mondu Buyer Portal

Sign in to the Mondu Buyer Portal using the email you used during MonduCard onboarding. You’ll confirm login with a verification code sent to that email.
Make sure the Mondu app is installed and set up on your mobile device. This is required to approve access to the MonduCard tab. If you have not already done so, follow the steps described in How do I set up the Mondu app on my mobile device?.
In the Mondu Buyer Portal, select the MonduCard tab. When prompted, approve access from the Mondu app on your device.

Once you’re in, you can:

View card details, recent transactions, your current balance and monthly statements.
Open Card Settings to:
- Freeze or block your card
- Replace your card
- Update your mobile number
- Change your card PIN (for physical cards)

How can I increase my credit limit (purchasing power)?

Mondu’s initial purchasing power (limit) will be between 500€ and 10,000€, depending on our real-time credit checks. The limit can dynamically increase later on, based on repayment behavior. If initially a maximum of 10,000€ is granted, and you require a higher limit, you can directly request for it in Mondu’s Buyer Portal.

You can apply to increase your purchasing power (limit) in the MonduCard tab within the portal. Mondu then conducts a more comprehensive review with decisions usually provided within 24 hours. Consistent usage, timely repayments, and strong payment history help us better understand your business profile and may qualify you for higher limits. For large increases, we may require additional documentation such as recent financial statements.

What happens if I don't pay my bill on time?

Each month, you’ll receive a digital statement by email with payment details including the amount, due date, and reference number. This statement will also be available in your Buyer Portal.

You can settle any outstanding amount by bank transfer using the provided details. In case of late payment, Mondu applies dunning and collections practices, in line with our T&Cs.