Frequently Asked Questions

1. How do I complete and check my KYC status?
 

• KYC (Know Your Customer) is reviewed within 24–48 hours.

To complete KYC, submit:
 

• A selfie holding your ID
• A clear photo of the ID

• Age requirement: 18+ years

Accepted documents:
 

• Virtual account: Valid government ID or passport
• Offshore account: Passport only (valid for at least 6 months)

To check or resubmit KYC:
 

• Go to Settings > Account Settings > Scroll to KYC section
• The pending status of your Offshore application on dashboard will change once the card has been activated.

2. How long does it take to activate my account or card?
 

• Virtual account & card: Can be Activated after KYC approval
• Offshore card:
  • Takes 3–4 weeks for application and shipping post-KYC
  • You can add a delivery address 1–2 weeks after KYC approval

Activation Steps:
 

• Virtual card: Cards > Enter Nickname > Click Activate
• Offshore card: Upload a photo holding both your card and passport. Approval is within 24 hours during banking hours.

3. How do I deposit or withdraw funds?

Wallet:
 

• Deposit: Click Deposit, then copy the wallet address or scan the QR code
• Withdraw: Click Withdraw, enter amount and wallet address

Virtual account:
 

• From own account: Click Add Money → My Account - Wallet or Offshore

Offshore account:
 

• From own account: Click Add Money - My Account - Wallet or virtual, depending on where the funds is coming from.

• From External Bank:

Click Add Money - External Bank or click Cards - Details to get the SWIFT (BIC) code information. Please note to indicate correspondent/recipient bank during SWIFT transfer.

 

• Failed bank transfers due to incomplete information are returned to the sender’s account.

Timeframes:
 

• Wallet & virtual transfers: Few minutes
• Offshore: Banking days
• External Bank to Offshore: 3-7 banking days.

Note: Fees are automatically calculated in your dashboard under Operational Fees.

 

 

4. Can I send money to another user?

Yes!
 

• Click Transfer > choose Friends
• Enter their tag/username

To get your username:
 

• Settings > Copy @username under your name, or
• Account Settings > Tag section

5. How do I manage, freeze, or replace my card?

Virtual card:
 

• Cards > Select Card > Settings > Terminate

• To freeze: Click the ❄️ Freeze button

Lost, stolen, or damaged physical card:
 

• Contact Support immediately
• We will lock the card and assist you with replacement forms and process.

6. How can I view my transactions or get a statement?

 

• Go to Statistics on your dashboard to view all your transactions
• Filter by account type
• Some transactions (e.g. refunds or on-hold) may appear after merchant settlement

For Offshore accounts, you can request a Statement of Account from Support. Send us your email address, last 4 of the card. Registered Full name on the account and date coverage of your Statement of Account.

 

 

7. What are my spending and withdrawal limits?

Virtual Account:
 

• $5000 per transaction
• No withdrawal limit (at NFC-enabled ATMs, must be supported by ApplePay, GooglePay or AliPay)

Offshore Account:
 

• Without VIP Bypass: $2000 per transaction
• With VIP Bypass: up to $249,000 per transaction (based on merchant bank’s card usage policy)
• ATM limit: $3000 per day, max 10 ATM visits/day

To activate VIP Bypass, contact support with your email address, last 4 of card and duration (7 or 30 days).

8. How can I refer a friend or earn rewards?
 

• Go to Settings > Incentives > Invite Friend
  • Copy your referral code
  • Track your invited users on the same page

• Check earned SKINS, Stickers, and discounts in Settings > Rewards

9. Where can I view all my cards?

All your virtual and offshore cards are listed under the Cards section — regardless of their status (active, frozen, etc.).