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FAQ

• What is two-factor authentication?

  A two-factor authentication function is an additional resource that allows you to receive additional protection of access to your account, even if someone knows your password. When you log in to your account, you will be offered to enter two pieces of information: your password and a 6-digit authentication code. A new authentication code is generated every 30 seconds by an authentication application. We strongly recommend all our users to enable this security feature to prevent any potential unauthorized access to your accounts. This function is necessary to ensure the security of your assets, so please take the time to set it up as soon as possible!

• What should I do if I have lost the code/key to two-factor authentication?

  Contact our support team and provide the reset key that was given to your while enabling the 2FA via the app.

   

  If you don't have a reset key, please contact our customer support and provide the following:

   

  E-mail address, that your account has been registered with

  Current balance - Information about the last 3 transactions

  **One** photo that includes the following:

  White paper with "PointPay" name and today's date written on it

  Your face

  The document with your picture and full name (passport, driving license, or ID card) All the above should be clearly visible in one photo.

  The information we require is necessary for safety reasons and is going to be used as proof that you are the account owner. The email must be sent from your email address which is registered in the PointPay ecosystem.

• 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.

• My four digit pin is lost/incorrect, what can I do?

  You can delete the app and install it again with a new 4 digit code.

• How to pass KYC using Android app?

  Android KYC

   

  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.

• How to pass KYC via iOS app

  KYC via iOS app

   

  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

• How to pass KYC via web interface

  How to pass KYC in the web-interface

  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 / Regulatory requests

  We are ensuring compliance with the latest regulations and improved standards for KYC verification, introduced in Europe.

   

  Our current KYC system incorporates essential data compliance and technical security enhancements.

   

  KYC verification is required for following operations:

  • sell/buy crypto with fiat
  • withdrawals to external wallets
  • internal transfers within PointPay platform

   

  To pass KYC verification it will be necessary to:

  • submit the photo of an international passport or some other identity document which fits international standards.

  The list of the documents could be diverse depending on the country.

  In case any additional questions will occur, please don`t hesitate to contact our Сustomer Support Team, and they will be glad to suggest you other types of the documents, which can be accepted from the citizens of your country.

  pass selfie verification.

  Once you successfully complete the verification process, you will continue to enjoy the full range of services offered by the PointPay platform.

• How to disable 2FA
  1. Log into your account
  2. In the Profile menu click on the «Security» 
  3. Choose Two-Factor Authentication section

        You’ll see 2FA «Disable» button. 

  4. Open the 2FA app on your mobile device.

       Now enter the code from app in the field and click «Disable»  

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

  
  However, we strongly recommend to keep 2FA always enabled for more safety of your funds.

  
  
  

• What documents can I use to verify my account?

  What documents can I use to verify my account?

   

  Dear users! We noticed that one of the most common reasons for unsuccessful verifications is the use of inappropriate documents. This material is intended to simplify the process of verifying your account. Below we have compiled a current list of documents that are accepted by the verification system, broken down by countries.

  Before you begin verification, search for your country by name and you will see exactly which documents are acceptable.

   

  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