Frequently Asked Questions
Find answers to common questions about your account, balances, payments, security, and product requests. The terms shown for your selected product or transaction take priority over a general explanation when they provide more specific information. Contact support if a request or status is unclear.
1. How do I create and access my account?
Register with accurate details and an email address you control. Follow any email-verification instructions, set your transaction PIN when prompted, and complete any identity checks required for your account. Once signed in, use the Dashboard to access the member pages. If you return to the public homepage while signed in, your account name and dashboard link appear in the header.
2. What is my Account Number?
Your Account Number is the identifier generated for your platform account. You can find it in your account area and copy it where a copy control is available. Another member can use the supported account identifier to address an internal transfer. Do not assume this number is an external bank account number, an IBAN, or a SWIFT identifier. Use verified payment instructions for external funding.
3. Why are some features unavailable?
A feature may depend on verification, account eligibility, a configured product, or a setting for your account. For example, virtual-card access is disabled unless enabled for you or through the applicable default setting. An unavailable feature does not mean a card or loan has already been issued. Contact support if you need an explanation of your account’s access.
4. What is the difference between available balance and pending transfers?
Available balance is what you can currently use from the selected wallet. Pending outgoing requests reserve funds, including the applicable quoted fee, until they are completed, rejected, or cancelled. The dashboard shows pending transfers separately when they exist. Investment reservations can also reduce the available balance. A pending deposit is not spendable until receipt is confirmed.
5. Can I send one currency and receive another?
Wallet balances are kept separately by currency or crypto asset. The initial transfer functionality uses the same asset for the request and does not automatically convert between USD, EUR, GBP, or crypto. Select the correct wallet before entering the amount. Ask support about availability rather than assuming that a different wallet balance will cover the request.
6. How do I add money?
Open Add Money, choose an available method, and review its instructions. Check the currency, network if relevant, minimum amount, and required reference. Follow the displayed receiving instructions, then submit the requested information. A deposit request records that you are expecting a credit; the balance changes only after the payment has actually been received and confirmed.
7. How do I send money to another member?
Open Send Money and choose the platform-account tab. Select your wallet, enter the supported recipient account number or email, and review the amount and fee summary. A verified external bank account may be required before you can make an internal transfer. Enter your transaction PIN and complete any additional authorisation steps enabled for your account.
8. How do bank and wire withdrawals work?
Choose the bank option in Withdraw or Other Bank in Send Money. Provide the recipient’s full name, bank name, account number or IBAN, country, and any requested routing information. SWIFT/BIC is optional where the form marks it as optional. Review the total, submit your PIN, and complete any additional codes. Your receipt will distinguish a submitted request from a completed settlement.
9. How do crypto withdrawals work?
Crypto is available only for configured asset and network pairs. Select the exact network supported by the destination, check the address carefully, and use the corresponding asset wallet. Sending to the wrong network can make funds unrecoverable. A completed crypto record requires the relevant transaction hash and confirmation evidence. The platform does not need your private key or seed phrase.
10. What happens if I enter the wrong PIN or code?
Repeated incorrect attempts trigger a temporary lockout. After five failures, wait 15 minutes before trying again. Authorisation sessions also expire, and an unfinished transfer may need to be restarted. Do not repeatedly guess or share your credentials with someone offering to bypass the checks. Contact support if you need account recovery assistance.
11. Is an extra payment required to obtain a code?
A code-entry screen is a security requirement, not a payment instruction. It does not by itself establish a fee, tax, or other debt. Review only the charges clearly disclosed for the product or transaction you requested. If anyone asks for a separate payment to “unlock” funds, verify the request through the official support channel before taking action and ask for a clear explanation and supporting terms.
12. When will my request complete?
Check the processing estimate and current status on the request. A successful submission means the request was received. Review, bank processing, network confirmations, and external fulfillment can take additional time. Estimates are not guaranteed arrival times. Use the transaction reference when asking support about a delay rather than sending the same request again.
13. Can I cancel a transfer or correct a mistake?
Use the cancellation option if it is available for a pending request. A cancelled or rejected outgoing request releases its reserved funds. If a transfer has already completed externally, cancellation may no longer be possible. Contact support promptly with the reference and the mistake you noticed. Corrections or reversals are recorded rather than silently rewriting your transaction history.
14. Where can I get a receipt or statement?
Open a transaction from your activity list to view its receipt, reference, amount, fee, and current status. Use Statements to choose the available filters and download account activity. Statements are generated from your account’s recorded entries. A request that has not posted to the ledger may appear in request history without being a completed statement entry.
15. Are investment estimates guaranteed returns?
No. A comparison calculator or projected annual rate is an estimate based on the selected amount, duration, tier, and calculation method. It is separate from realised returns. Read the offer’s risk information and terms before applying. Funding progress is based on recorded allocations, and actual returns are credited only when a settlement is documented.
16. Does an approved loan or card application mean I can use it immediately?
Approval and fulfillment are different stages. A loan must be fulfilled before disbursement can be treated as completed, and a card application is not an issued card. Use banking or card details only when verified external records are available in your account. Product-specific terms explain any additional conditions or charges.
17. How do I update my profile or secure my account?
Open your profile settings to update supported personal details and your profile picture. Use the password, PIN, and two-factor authentication sections for security changes. Store recovery information securely and keep your email address current. Some information may require a support request or further verification before it can be changed.
18. Why did I receive a dashboard update but no email?
Dashboard notifications record account updates inside the portal. Email may be optional for a particular update, and delivery can also depend on your address, email configuration, and your provider’s filtering. Check the dashboard and transaction receipt for the current status. An email notification alone should not replace checking the account record.
19. How do I contact support or make a privacy request?
Use a signed-in support ticket for account questions, or the public Contact page if you cannot access your account. Include the transaction reference and a clear description where relevant. For privacy requests, explain whether you want access, a correction, deletion, or another action. Do not include passwords, PINs, billing-code values, recovery phrases, or private keys in the message.
Questions about this page? Contact us.