Helpdesk

How does Hooha work?

Hooha enables the buyer and seller of an item in an online marketplace to safely and instantly exchange money face to face.

I am buying an item

Simply install the app on your phone. Complete the short registration form. You will get an email confirming your account is open once we have completed our checks. Load up funds in to your account using either a bank transfer or your debit card.

I am selling an item

Simply install the app on your phone. Complete the short registration form. You will get an email confirming your account is open once we have completed our checks.

Buyer and seller

Once both of you have agreed the details of the sale,

1. Share the marketplace item to the Hooha app.
2. Enter the price that you have agreed.
3. Confirm the purchase by scanning the codes on each phone.
4. Funds are instantly transferred.

The transaction is instantly confirmed and irrevocable. The buyer can leave right away with the bike, the seller can then transfer his/her funds to a named bank account.

Am I eligible for a Hooha account?

To apply for a Hooha account, you need:

• To be 18 or over
• A postal address and a mobile phone number, both of which must registered in the UK.
• A mobile phone to use the Hooha app.
• An Internet connection (3G, 4G or Wifi).

Is Hooha like a bank account?

No, Hooha does not replace a bank account. Hooha enables a buyer of an item on a marketplace to pay the seller securely and instantly, face to face. No cash, no bank details and no more dodgy bankers drafts!

Do I earn interest on the money I place in my Hooha account?

No, you do not earn interest for the money you place in your account.

Does Hooha offer an overdraft or credit?

No, Hooha doesn’t offer an overdraft or credit – it is just a way of transferring money from a buyer to a seller.

I have a poor credit history, can I register for Hooha?

Yes. We do not run any credit checks when you register for Hooha.

Is my money safe with Hooha?

Your money is safely deposited and safeguarded by Caxton FX Ltd in accordance with the Electronic Money Regulations 2011 and the Financial Services and Markets Act 2000 (Financial Conduct Authority ref 900663).
Caxton FX has been authorised by the FCA for more than a decade and handles billions of pounds for hundreds of thousands of customers. Caxton FX Ltd is not authorised to use your money in any way other than storing it safely and Hooha has no access to your funds.

You can find out more about the safety of your funds at https://www.caxtonfx.com/authorised-and-regulated/

Can I open a joint Hooha account?

No, it is not possible to open a joint account.

Can I share my Hooha account with someone else?

There can be only one holder of each Hooha account.
Giving anyone else access to your account could compromise your account security, put your money at risk and is against our Terms and Conditions.

Registration & Account

How can I register for a Hooha account?
1. Download, install and launch the Hooha app from your device.
2. Follow the steps that appear on screen to create your account, providing the following information:

• Mobile phone number
• Email address
• Full name

4. Accept the Terms and Conditions and Privacy policy.
5. You can now log into your Hooha account.

What personal identification documentation will I be asked to provide?

If you’re asked for further identification documents, and lots of customers aren’t, then these are acceptable:

One document from list A and one from list B

List A

• Copy of valid Passport (photo-page only)
• Copy of EU/EEA National Identity Card
• Copy of Driving Licence
• Copy of bank statement showing your home address (no less than three months old)

List B (copies must be less than three (3) months old)

• Landline Telephone Bill
• Internet Service provider Bill
• Utility bill (gas, electric)
• Council Tax Bill
• HMRC Tax Document (UK Only)

You will receive a notification if there are any issues with your documents and we will guide you through the process.

Where can I update my personal information?

Please select the ‘Contact Us’ section in the Hooha settings menu when you want to update your personal information.

What should I do if my address has changed?

Please select the ‘Contact Us’ section in the Hooha settings menu and we will be happy to change your details for you. In some cases we might ask for further proof of address.

My name has changed, how can I update it?

If your family name has changed, please select the ‘Contact Us’ section in the Hooha settings menu and we will update your details. We may ask you for further identification documents.

Why was my Hooha account application declined?

Unfortunately, we cannot always provide a detailed reason why an application may have been declined.

How do I edit the mobile number associated with my Hooha account?

If you have changed your mobile phone number, please select the ‘Contact Us’ section in the Hooha settings menu so we can update our records.
This is important because it enables you to log in, as well as receiving payment confirmations and notifications from us.

How can I close my Hooha account?

We’re sorry you want to leave! To close your account, please select the ‘Contact Us’ section in the Hooha settings menu and we will help you with this process.
Please refer to our Privacy Policy with regards to data storage after the closure of an account.

Depositing money

Who can put money in my Hooha account?

Only the Hooha account holder is authorised to deposit money on their Hooha account. Transfers coming from a bank account that is not under the name of the Hooha account holder will not be accepted.

How do I top up my Hooha account?

You can currently top up using a UK debit card to deposit money on your Hooha account.

Can I use a credit card to top up my Hooha account?

No, you cannot use a credit card. Only debit cards are accepted.

How do I top up my Hooha account using a debit card?

You can top up your account in five easy steps:

1. Log into the Hooha app.
2. Select +/- next to your balance on the home screen.
3. Enter the amount you want to deposit
4. Enter your debit card details
5. Review and confirm

Can I top up my Hooha account with cash?

No, it is not possible to add cash to your account.

How long before deposited funds appear in my Hooha?

Funds deposited using a debit card will normally appear within a few moments in your account but, at the maximum, within 2 hours and can be accessed straight away after that.

Can I use cheques to add funds to my Hooha account?

No, you cannot use cheques to add funds to your Hooha account.

Accounts rules and limits

What load and transaction limits are there?

There are no hard limits and transaction size is limited purely by account balance. Please inform us in advance, using Contact Us in the settings menu, if you wish to pay more than £100,000 in a single transaction.

Can I access my Hooha account from my computer?

No, you can’t make transactions through using our website. Please use your Hooha app to access your account and to manage your money.

How can I check my Hooha balance using the app?

Your account balance is shown on the home screen as soon as you log in.

Login and security

How do I login?

You log in with your mobile number and password. For some devices you may turn on fingerprint (Touch ID) or Face ID recognition.

What makes a strong password?

A strong password is a combination of digits that is difficult to guess.
Try not to use something that is easy to guess, such as your date of birth, ‘12345’ and so on.
A good way to increase security is to avoid using the same combination for different services.

I have forgotten my password

If you have forgotten your password, tap the ‘Forgot Passcode’ message appearing on the bottom of the login screen. Y will receive instructions on retrieving your password from there.

Mobile app

Can I install my Hooha app on several devices?

No. Our industry-leading encryption and anti-fraud technology prevents multiple devices per account, or multiple accounts per user.

Which devices are compatible with the Hooha app?

We currently support iPhones only. We’re building an Hooha Android app that will be available soon.

Can I install and use the Hooha app with a Blackberry device?

No, you will need an iOS device to run the app.

Will it be available on Android?

Yes, it’s we’re building the Android version at the moment.

What can I do if I am having trouble accessing my Hooha app?

If you cannot access the app, check the following:

• Make sure your device has access to Wifi, 3G or 4G, as the app requires an Internet connection to function.
• Try force closing and re-opening the app.
• Make sure you have the latest version of the app installed on your device.
• The service may be down for maintenance. Check your emails and mobile notifications for potential service disruptions.

What should I do if my device has been lost or stolen?

If your account is linked to one device and it has been lost or stolen.
Contact our Customer Care team immediately and they will ensure your account is locked until you need to use it again.

Can I use Hooha without a smartphone?

No. You must have an IOS phone and UK-based mobile telephone number.

About Hooha

We’re a UK-based financial technology company, with headquarters in London.

What is Caxton FX Ltd?

When topping up your balance, you may have noticed that the account holder name is Caxton FX Ltd. Caxton FX Ltd is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 and to hold client money under the Financial Services and Markets Act 2000. Your funds are kept in trust accounts by Caxton who ensure they are securely held and managed.

Is my data safe with Hooha?

We take your privacy very seriously.
Please refer to the Hooha Privacy Policy for a clear explanation of how we use data.