Help Center & FAQs

Find quick answers about onboarding, transfers, cards, KYC and account security.

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Help Center

Guides for onboarding, cards, transfers and compliance.

Top FAQs

What countries are supported for account opening?
We currently support residents of EU/EEA and selected regions. During signup, we’ll show eligibility based on your country of residence.
How do I add money to my account?
You can receive SEPA transfers, use card top‑ups (where available), or fund via linked bank. Your personal IBAN is visible in the dashboard.
What are your SEPA transfer fees?
Standard SEPA transfers are low‑cost. The exact fee is shown before you confirm, and depends on your plan.
Can I get account statements?
Yes, download monthly or custom‑range statements (PDF/CSV) from Dashboard → Statements.
Do you support Apple Pay/Google Pay?
Mobile wallets are supported for eligible cards and regions. Add your FinoviaPay card from the Wallet app.
How do I reset my password?
Use “Forgot password” on the login page, then verify via email/2FA to set a new password.
Can I have multiple cards?
Yes. Depending on your plan, you can create multiple virtual cards and request extra physical cards.
How do I change my address or phone?
Update personal details in Settings → Profile. Some changes may require re‑verification for security.
How do I open an EU IBAN?
Sign up, complete KYC (government ID + proof of address). After approval, your EU IBAN is issued within minutes and visible on your dashboard.
What countries can send/receive SEPA?
SEPA covers the EU/EEA and a few additional territories. You can receive EUR payments from any SEPA bank and send EUR transfers to supported SEPA IBANs.
Are SWIFT transfers supported?
Yes. International SWIFT transfers are supported for many corridors. We show fees, FX rate and ETA before you confirm the payment.
Do you offer virtual and physical cards?
Yes. Create a virtual card instantly for online use; order a physical card for POS & ATM. You can lock/unlock and control channels from the app.
What documents are required for KYC?
Typically your passport or national ID, plus a recent proof of address (utility bill or bank statement). Business accounts add company docs.
How is my account secured?
We use bank‑level encryption, PCI DSS processes, GDPR compliance, device checks and 2FA for sensitive actions, with continuous monitoring.

FAQs by Category

Onboarding & KYC

What KYC photos are accepted?
Use clear, well‑lit images of the entire document. Avoid glare/cropping; all corners must be visible.
Do I need a tax number (TIN)?
In some jurisdictions we may request a TIN for compliance. If required, the form will prompt you.
How do I verify my business?
Provide company registration documents, UBO information and business activity details. Reviews typically finish within 24–48 hours.
Can I operate as a freelancer?
Yes, we support individual and freelancer accounts. You can invoice clients and receive payments to your IBAN.
How long does verification take?
Most verifications complete within minutes after document upload; complex cases may take up to 24 hours.
Why was my KYC rejected?
Common reasons: unreadable ID, expired document, or address proof older than 3 months. Re‑upload clear images and try again.

SEPA & International

How do I add a beneficiary?
Go to Transfers → New beneficiary, add their name and IBAN/SWIFT details, then save.
What is the FX rate for SWIFT?
We show a live FX quote before you confirm. The final rate is locked when you submit the transfer.
Why is my transfer pending?
Transfers may pend due to cut‑off times, compliance checks or beneficiary bank delays. We’ll notify you as soon as it updates.
Can I schedule recurring payments?
Yes, create scheduled or recurring SEPA transfers from the Transfers tab, with frequency and end date.
SEPA cut‑off times
Transfers initiated before 15:00 CET typically settle next business day. Instant SEPA is supported where counterparties’ banks allow it.
Incoming SWIFT fees
Fees depend on the sending bank’s charge type (SHA/OUR/BEN). We display exact fees once funds are received.

Cards

How do virtual card numbers work?
Virtual cards generate card details instantly for online purchases and can be locked/deleted any time.
Where do I see my PIN?
Reveal PIN from the app after 2FA. Never share your PIN with anyone.
Contactless not working?
Insert the card once at a payment terminal to activate contactless. Ensure POS channel is enabled in your controls.
Can I set merchant category restrictions?
Yes, advanced controls let you block categories like gambling or cash advances, depending on plan.
Set card limits & merchant controls
Use the dashboard to set per‑transaction and daily limits and toggle POS/ATM/e‑commerce acceptance.
Replace a lost card
Freeze your card immediately from the app and request a replacement. We’ll ship a new card to your verified address.

Limits & Pricing

Daily transfer limits
Limits depend on your verification level and plan. Check Settings → Limits for your current cap.
ATM withdrawal limits
ATM limits vary by card and plan. You’ll see exact daily and monthly caps in Card → Limits.
How are plan fees charged?
Plans are billed monthly. Upgrades prorate immediately; downgrades apply next billing cycle.
Can I get invoices?
Yes, download VAT invoices for plan payments under Billing → Invoices.
Plan differences
Plans differ by monthly limits, cards included, FX markup and support SLAs. See the Pricing page for a full comparison.
How to upgrade a plan?
Go to Settings → Billing → Change Plan. Upgrades apply instantly; downgrades start next billing cycle.

Security & Privacy

What if I see a suspicious transaction?
Freeze the card immediately, dispute the transaction from the app and contact support. We’ll assist with chargeback if applicable.
How do I enable 2FA?
Go to Settings → Security and enable 2FA with an authenticator app. Store backup codes safely.
Do you share my data?
We follow GDPR and only share data with processors necessary to provide services. See our Privacy Notice for details.
Device lost or stolen
Log in on another device and sign out all sessions from Settings → Security, then contact support to review recent activity.
Two‑factor authentication (2FA)
Enable 2FA in Settings. We support authenticator apps and SMS fallback for recovery.
Data export (GDPR)
You can request a copy of your data or delete your account from Settings → Privacy. We’ll email confirmation steps.

Still need help?

Our support team is here around the clock. Reach out and we’ll get back to you as quickly as possible.

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