Question 1

How do I open an account?

Accepted Answer

Register with your email, confirm it, then complete identity verification from inside the app. You will be asked for your personal details and identity documents. Once verification is approved, your account is opened and you can fund it.

Question 2

Who can apply?

Accepted Answer

Private individuals and companies can apply. Applications are reviewed case by case, and acceptance depends on the outcome of identity, address and compliance checks. Business accounts follow a separate onboarding with company documents and details of directors and owners.

Question 3

Which documents do I need to upload?

Accepted Answer

A valid government identity document and, in some cases, a proof of address. Identity cards, driving licences and residence permits are uploaded front and back; a passport needs only the photo page. Proof of address must show your name and address and can be a photo or a PDF.

Question 4

How long does verification take?

Accepted Answer

Most checks are reviewed within a few hours on business days. If your documents are unclear, expired or the details do not match what you entered, we ask you to upload only the missing item again rather than starting over.

Question 5

My verification failed. What now?

Accepted Answer

You can submit again. Use the original document in good light, with all four corners visible and no glare or cropping, and make sure your name and date of birth match the document exactly. If it fails a second time, contact support and our team will review the case manually.

Question 6

Do I get my own account number (IBAN)?

Accepted Answer

Verified clients can be issued a named account for bank transfers through our banking partner. Availability depends on your country and the result of your checks, and the account is issued in your own name.

Question 7

How long does it take to receive my account details?

Accepted Answer

Account details are issued by our banking partner after verification is approved. This usually takes from a few hours to a couple of business days. You are notified in the app as soon as the details are available.

Question 8

Can I send and receive bank transfers?

Accepted Answer

Yes, subject to your verification level and the services currently enabled for your country. Incoming transfers must come from an account in your own name; third-party payments are returned. Some rails can be temporarily unavailable, and we say so in the app when that happens.

Question 9

My bank transfer has not arrived. What should I check?

Accepted Answer

Bank transfers can take one to two business days, and longer across borders or over weekends. Check that you used the exact account details and reference shown in the app and that the sender name matches your account name. If it is still missing after two business days, contact support with the date, amount and sender bank.

Question 10

Can I download statements and payment confirmations?

Accepted Answer

Yes. Statements and confirmations for completed transfers can be downloaded from your account as PDFs, and they show the amount, date, reference and status.

Question 11

Which currencies and coins are supported?

Accepted Answer

Major currencies alongside leading digital assets and stablecoins, on the networks shown in the app. The deposit and withdrawal screens always list exactly what is available to you at that moment, and the list grows over time.

Question 12

How long does a crypto deposit take?

Accepted Answer

Funds are credited after the network confirms the transaction, which is usually minutes but depends on the network and the fee paid by the sender. You can follow the progress in your activity list.

Question 13

I sent crypto on the wrong network. Can it be recovered?

Accepted Answer

Always use the exact address and network shown for that asset. Transfers sent on a different network or to an address that is no longer valid may be unrecoverable. If it happens, contact support immediately with the transaction hash and we will tell you honestly whether recovery is possible.

Question 14

How is my exchange rate calculated?

Accepted Answer

You are quoted a live rate at the moment of the exchange, including our spread and any applicable fee, and the amount you will receive is shown before you confirm. Rates move, so a quote holds only for a short time.

Question 15

Can I withdraw crypto to my own wallet?

Accepted Answer

Yes. Enter your address, pick the network and confirm. Network fees are shown up front, and large or unusual withdrawals may be held briefly for a security review.

Question 16

Where can I see the fees?

Accepted Answer

Every fee is shown before you confirm a transaction, and the published deposit fees, minimums and limits are listed on our fees page.

Question 17

What does a withdrawal cost?

Accepted Answer

It depends on the currency, the network or payment rail and the amount. The exact fee and the amount that will arrive are always shown in the confirmation screen before you approve the withdrawal.

Question 18

Is there a fee on exchanges?

Accepted Answer

Exchanges include a spread on the market rate, and some pairs also carry a fixed fee. Both are reflected in the quote you see before confirming, so the amount you receive is the amount you get.

Question 19

Are there minimum amounts?

Accepted Answer

Yes. Deposits below the published minimum net value are not credited, and each withdrawal method has its own minimum. Current values are on the fees page and in the relevant screen.

Question 20

How do I order a card?

Accepted Answer

Verified clients can order a card from the cards section. You choose the card, review the issuing fee and confirm — the fee and any funding requirement are shown before you order.

Question 21

How do I top up my card?

Accepted Answer

Top up from your balance in the app. The amount, the top-up fee and what will land on the card are displayed before you confirm, and funds are normally available within minutes.

Question 22

My card was declined. Why?

Accepted Answer

The most common reasons are insufficient card balance, a merchant category or country restriction, or a routine security check. Check your card balance and recent activity first; if everything looks correct, contact support with the date, amount and merchant.

Question 23

How does Earn work?

Accepted Answer

You allocate an eligible balance to an Earn product and rewards accrue according to the published rate for that product. Rates, terms and any notice period are shown on the product before you commit.

Question 24

Can I take my money out of Earn at any time?

Accepted Answer

It depends on the product. Flexible products can be unwound at short notice, while fixed terms run to the end of their period or an unbonding window. The terms shown when you allocate are the ones that apply.

Question 25

How are my funds protected?

Accepted Answer

Client money is held separately from company funds, digital assets are held in institutional custody with multi-signature controls, and activity is monitored continuously. Our security and compliance pages describe the controls in detail.

Question 26

Should I turn on two-factor authentication?

Accepted Answer

Yes. Enable two-factor authentication in your security settings and keep your recovery codes somewhere safe. It is the single most effective protection for your account.

Question 27

I lost access to my account or my two-factor device.

Accepted Answer

Use the password reset link first. If you cannot pass two-factor authentication, contact support from the email address on your account — we will verify your identity before any access is restored, and we never bypass those checks.

Question 28

Someone contacted me claiming to be from the bank.

Accepted Answer

We never ask for your password, two-factor codes, recovery phrase or remote access to your device, and we never ask you to move funds to a 'safe' address. If someone does, stop and report it to us straight away.

Question 29

How do I contact support?

Accepted Answer

Signed-in clients can open a ticket or ask the in-app assistant from the support page. If you cannot sign in, use the contact page and we will reply by email.

Question 30

How quickly do you reply?

Accepted Answer

Most tickets are answered the same business day. Compliance reviews and cases that depend on a partner or a bank can take longer, and we keep you updated in the ticket.

Question 31

What can the in-app assistant do?

Accepted Answer

It can look up your own account — balances, transfers, verification status, card and ticket history — and explain what it finds. It cannot make compliance decisions, release held funds, change limits or share anything about another client; those go to a human team.

Frequently asked questions

Opening an account

Accounts & transfers

Crypto & exchange

Fees & limits

Cards

Earn

Security & safety

Getting help

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