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FAQ

• ¿Qué es la autenticación de dos factores?

  Una función de autenticación de dos factores es un recurso adicional que le permite recibir protección adicional de acceso a su cuenta, incluso si alguien conoce su contraseña. Cuando inicie sesión en su cuenta, se le ofrecerá ingresar dos datos: su contraseña y un código de autenticación de 6 dígitos. Una aplicación de autenticación genera un nuevo código de autenticación cada 30 segundos. Recomendamos encarecidamente a todos nuestros usuarios que habiliten esta función de seguridad para evitar cualquier posible acceso no autorizado a sus cuentas. Esta función es necesaria para garantizar la seguridad de sus activos, ¡así que tómese el tiempo para configurarla lo antes posible!

• ¿Qué debo hacer si he perdido el código/clave para la autenticación de dos factores?

  Debe proporcionar datos KYC, inicio de sesión en la cuenta, así como datos de los últimos depósitos y retiros de divisas.

• How to enable Google 2FA

  How to enable Google 2FA

   

  Log into your account. In the Profile menu click on the «Security» 

  

  Choose Two-Factor Authentication section

   

  You’ll see a 2FA enabling page with codes in two forms: usual and QR-code.

  Attention: please, save this code in a safe place. This will allow you to recover your Google Authenticator if you lose access to your phone or app.

  

  Open the 2FA app on your mobile device.

  You can use a scanner or enter code manually to add temporary code for PointPay in your app.

  Press on «+» in the bottom right corner:

  

  Then tap on «Scan QR-code» or «Enter key manually». After it is done, a new 6-digits code appears in your app.

  Put it in the 2FA enabling page:

  

  You’ll get a notification that 2FA is enabled now.

  

  Done, your account is secured now.

• Mi PIN de cuatro dígitos está perdido o es incorrecto, ¿qué puedo hacer?

  Puedes eliminar la aplicación e instalarla nuevamente con un nuevo código de 4 dígitos.

• ¿Cómo pasar KYC usando la aplicación de Android?

  In order to complete KYC verification using Android App, please follow the next steps:

   

  1) Log into your account. On the main app page please press on your profile name in the top left corner:

  

  2) Tap on your Profile ID. You can also see the «Unverified» status there. 

  

  3) Press on «Verify» button in the verification section:

  

  4) Choose the country of your current citizenship, use the drop list or filter by name.

  

  Please, note that the United States of America (USA, United States) is shortened in the list and named just US.

   

  5) Fill in your personal information:

  

  Check the information – it must be filled correctly, as is in your documents:

  • Name – right as in the document;
  • Birth date – in dd/mm/yyyy format;
  • Gender – is the same as indicated on your document, not according to your self-identification.

   

  6) Fill the information about your address:

   

  In case the address where you currently stay does not match your registration address, please take off the check box «The address matches the registration address» and fill it in as well.

   

  7) Choose the document from the list, which you are going to use for verification of your identity. 

  International passport will be suitable for citizens of all countries.

  You can also use other documents if they comply with international standards.; recommendations regarding a particular country can be obtained from customer support.

   

  Requirements for the documents photo:

  • A valid and unexpired passport, national ID, or driver’s license depending on your applicable country.
  • Please make sure that the pictures of your documents are clear, hi-res, show all their corners and sides, and no information is covered.
  • Please note that screenshots, photos of document copies, and images altered in photo redactors are not acceptable.
  • It is recommended that you upload an ID with a photo that resembles your most recent facial features.
  • If your ID document has a signature field, please make sure it is signed.

   

  8) Please submit your selfie verification.

   

  Here are some tips for you:

  • please make sure that your face is good lighted directly from the front side and not from the sides
  • follow the guidelines on the screen

  Attention: Make sure there are no other people or photos with your face in the frame. It is preferable that the background be clear. It is also necessary to ensure a sufficient level of lighting.

  Follow the tips on the screen.

   

  9) After the selfie will be submitted, you'll see the message «In progress» 

   

  It might take some time to process your request so please wait a little for the result.

   

  10) After your verification will be approved or disapproved, you’ll receive the result of processing the application via email.

  The example of email with approve:

  

  11) For some reasons application may be disapproved, in this case please, try again:

  

  If you meet any difficulties, please contact our customer service: support@pointpay.io or use online-chat on the site.

• ¿Cómo pasar KYC a través de la aplicación iOS?

  To pass KYC verification via iOS app, please follow the steps mentioned below:
  
  1) On the main app page please press on your profile name (placed in the top left corner of the screen)

  
  
  2) Tap on your Profile ID

  

   

  3) Press on «Verify» button in the middle of the screen

  

  4) Choose the country the citizenship of which you currently possess

  

  Use the drop list or filter by name.

  Please, note that the United States of America (USA, United States) is shortened in the list and named just US.

  
  5) Fill in your personal information.

  

  Check the information – it must be filled correctly, as is in your documents:

  Name – right as in the document;

  Birth date – in dd/mm/yyyy format;

  Gender – is the same as indicated on your document, not according to your self-identification.
  
  

  6) Enter your registration address.

  In case the address where you currently stay does not match your registration address, please fill it in as well.

  

   

  7) Choose the type of the document you will submit for KYC verification.

  

  International passport will be suitable for citizens of all countries.

  You can also use other documents if they comply with international standards.; recommendations regarding a particular country can be obtained from customer support.

   

  Requirements for the documents photo:

  • A valid and unexpired passport, national ID, or driver’s license depending on your applicable country.
  • Please make sure that the pictures of your documents are clear, hi-res, show all their corners and sides, and no information is covered.
  • Please note that screenshots, photos of document copies, and images altered in photo redactors are not acceptable.
  • It is recommended that you upload an ID with a photo that resembles your most recent facial features.

  If your ID document has a signature field, please make sure it is signed.

  
  8) Please submit your selfie verification.

  

  Here are some tips for you:

  • please make sure that your face is good lighted directly from the front side and not from the sides
  • follow the guidelines on the screen

   

  Attention: Make sure there are no other people or photos with your face in the frame. It is preferable that the background be clear. It is also necessary to ensure a sufficient level of lighting.

  Follow the tips on the screen.

  After the selfie will be submitted, you'll see the message «Processing»

  
  9) In several cases, it might take some time for our system to process your request.

  

   

  10) After your verification will be approved or disapproved, you'll receive notification letter on your email.
  Below you can see an example of KYC approval.

  

   

  In case it will be denied, please contact our Customer Support Team via live chat or email support@pointpay.io

• ¿Cómo pasar KYC a través de la interfaz web?

  1. Log into your account:

  

   

  2. Then go to Dashboard menu:

  

   

  Click on the «Verify» button at the top of the page.

  

  
  3. Verification procedure will be started. First step is entering personal information, e.g. First name, Last name, gender, birth date. Please, fill all mandatory fields properly.

  

  To choose your country please use the drop list or filter by name.

  Please, note that the United States of America (USA, United States) is shortened in the list and named just US.

   

  Check the information and click the «Next» button.

   

  4. On the second step it is necessary to provide the information about your Residence and registration addresses.

  

  In case if addresses not matches, take off tick box and fill necessary information:

  

  Click «Next»

   

  5. Choose the document from the drop list, which you are going to use for verification of your identity.

  

  The list of available documents may be different depending on your country of residence. Usually we accept passports, ID cards, Driver’s licenses.
  System will require uploading 1 or 2 pages of documents, for different document types.
  Just follow the instructions.

   

  Requirements for the documents photo:
  A valid and unexpired passport, national ID, or driver’s license depending on your applicable country.
  Please make sure that the pictures of your documents are clear, hi-res, show all their corners and sides, and no information is covered.
  Please note that screenshots, photos of document copies, and images altered in photo redactors are not acceptable.
  It is recommended that you upload an ID with a photo that resembles your most recent facial features.
  If your ID document has a signature field, please make sure it is signed.

   

  6. Final step is face recognition. Please, grant your browser permission to use your device's camera. Otherwise you will not be able to complete this step.

  

  Attention: Make sure there are no other people or photos with your face in the frame. It is also necessary to ensure a sufficient level of lighting.
  Follow the tips on the screen.

  When each sector is done, it changes color to green. After completing this step your application will be accepted and you see the following notification:

  

  Processing takes some time, so please wait for a while. You’ll receive the result of processing the application via email.

  The example of email with approve:

  

  For some reasons application may be disapproved, in this case please, try again:

  

  If you meet any difficulties, please contact our customer service: support@pointpay.io or use online-chat on the site.

• KYC / AML / Solicitudes regulatorias

  Garantizamos el cumplimiento de las últimas regulaciones y estándares mejorados para la verificación KYC, introducidos en Europa.
  
  Nuestro sistema KYC actual incorpora mejoras de seguridad técnica y cumplimiento de datos esenciales.
  
  Se requiere verificación KYC para las siguientes operaciones:
  vender/comprar criptomonedas con fiat
  retiros a billeteras externas
  transferencias internas dentro de la plataforma PointPay
  
  Para pasar la verificación KYC será necesario:
  presentar la fotografía de un pasaporte internacional o algún otro documento de identidad que se ajuste a los estándares internacionales.
  La lista de documentos puede ser diversa según el país.
  En caso de que surjan preguntas adicionales, no dude en ponerse en contacto con nuestro equipo de atención al cliente, y ellos estarán encantados de sugerirle otros tipos de documentos que pueden ser aceptados por los ciudadanos de su país.
  pasar la verificación de selfie.
  Una vez que complete con éxito el proceso de verificación, seguirá disfrutando de la gama completa de servicios que ofrece la plataforma PointPay.

• Cómo desactivar 2FA

  Inicia sesión en tu cuenta
  En el menú Perfil haz clic en el botón «Seguridad» 
  Elija la sección Autenticación de dos factores
        Verás el botón 2FA «Desactivar». 
  
  Abra la aplicación 2FA en su dispositivo móvil.
       Ahora ingrese el código de la aplicación en el campo y haga clic en «Desactivar»  
       Recibirás una notificación de que 2FA está deshabilitado ahora.
  
  
  Sin embargo, recomendamos encarecidamente mantener la 2FA siempre habilitada para mayor seguridad de sus fondos.
  
  
  

• ¿Qué documentos puedo utilizar para verificar mi cuenta?

  Estimados usuarios! Hemos notado que una de las razones más comunes por las que las verificaciones no tienen éxito es el uso de documentos inapropiados. Este material está destinado a simplificar el proceso de verificación de su cuenta. A continuación hemos compilado una lista actualizada de los documentos aceptados por el sistema de verificación, desglosados ​​por países.
  
  Antes de comenzar la verificación, busque su país por nombre y verá exactamente qué documentos son aceptables.

  Country (code): documents

  Albania (AL): passport

  Algeria (DZ): passport, ID card

  Argentina (AR): passport, DNI

  Armenia (AM): passport

  Australia (AU): passport

  Austria (AT): passport, residence permit

  Azerbaijan (AZ): passport, ID card

  Bahrain (BH): passport

  Bangladesh (BD): passport, ID card (see example)

  Belarus (BY): passport

  Belgium (BE): passport, ID card, residence permit

  Benin (BJ): passport, ID card

  Bosnia and Herzegovina (BA): passport

  Brazil (BR): passport, ID card (examples of supported types: doc 1 / doc 2 / doc 3; the document must be issued no more than 10 years ago and must contain an CPF code), residence permit

  Brunei Darussalam (BN): passport

  Bulgaria (BG): passport, ID card

  Burkina Faso (BF): passport, ID card

  Butane (BT): passport

  Cambodia (KH): passport

  Cameroon (CM): passport

  Canada (CA): passport, driver’s license

  Chad (TD): passport

  Chile (CL): passport

  China (CN): passport

  Colombia (CO): passport, temporary protection permit

  Croatia (HR): passport, ID card

  Cuba (CU): passport

  Czech (CZ): passport, ID card

  Denmark (DK): passport

  Dominica (DM): passport

  Dominican Republic (DO): passport, ID card

  Ecuador (EC): passport

  Egypt (EG): passport

  Estonia (EE): passport, ID card

  Finland (FI): passport

  France (FR): passport, ID card, residence permit

  Georgia (GE): passport, ID card

  Germany (DE): passport, ID card, residence permit

  Ghana (GH): passport, ID card

  Great Britain (GB): passport, driver’s license

  Greece (GR): passport, ID card (new type: front side / back side examples), residence permit

  Grenada (GD): passport

  Haiti (HT): passport

  Honduras (HN): passport, ID card

  Hong Kong (HK): passport

  Hungary (HU): passport, ID card

  India (IN): passport

  Indonesia (ID): passport

  Ireland (IE): passport, residence permit

  Israel (IL): passport

  Italy (IT): passport, ID card example of supported type: front side / back side)

  Ivory Coast (CI): passport, ID card

  Jamaica (JM): passport

  Japan (JP): passport

  Jordan (JO): passport, ID card

  Kazakhstan (KZ): passport, ID card

  Kenya (KE): passport, ID card

  Kuwait (KW): passport, ID card

  Kyrgyzstan (KG): passport, ID card

  Latvia (LV): passport, ID card

  Lebanon (LB): passport

  Liberia (LR): passport

  Lithuania (LT): passport

  Luxembourg (LU): passport

  Macedonia (MK): passport

  Malaysia (MY): passport

  Maldives (MV): passport

  Mali (ML): passport

  Malta (MT): passport, residence card/document

  Mexico (MX): passport, voter’s card

  Monaco (MC): passport, ID card

  Mongolia (MN): passport

  Montenegro (ME): passport, ID card

  Morocco (MA): passport, ID card

  Mozambique (MZ): passport

  Namibia (NA): passport

  Nepal (NP): passport

  Netherlands (NL): passport, ID card

  Nigeria (NG): passport, driver’s license

  Norway (NO): passport, ID card

  Oman (OM): passport, residence card/document

  Palestine (PS): passport

  Paraguay (PY): passport

  Peru (PE): passport, DNI

  Philippines (PH): passport, ID card (new type: example)

  Poland (PL): passport, ID card

  Portugal (PT): passport, citizen card

  Qatar (QA): passport

  RF (RU): passport

  Romania (RO): passport, ID card

  Salvador (SV): passport, ID card

  Saudi Arabia (SA): passport, ID card

  Senegal (SN): passport, ID card

  Serbia (RS): passport

  Singapore (SG): passport

  Slovakia (SK): passport, ID card

  Slovenia (SI): passport, ID card

  South Africa (ZA): passport, ID card

  South Korea (KR): passport

  Spain (ES): passport, DNI, residence permit

  Sri Lanka (LK): passport

  Suriname (SR): passport

  Sweden (SE): passport

  Switzerland (CH): passport, ID card, residence permit

  Tajikistan (TJ): passport

  Tanzania (TZ): passport

  Thailand (TH): passport

  Togo (TG): passport, ID card

  Trinidad and Tobago (TT): passport

  Tunisia (TN): passport

  Türkiye (TR): passport, ID card

  Uganda (UG): passport, ID card

  Ukraine (UA): passport, ID card

  United Arab Emirates (AE): passport, ID card

  USA (US): passport, ID card

  Uzbekistan (UZ): passport

  Venezuela (VE): passport

  Vietnam (VN): passport, ID card

  Zimbabwe (ZW): passport