FAQ

Accounts are divided into several statuses: active, suspended, and closed.

Your account becomes active the moment you sign up and complete the verification process. An active account allows you to deposit, withdraw, send, and receive payments.

Please note that limits and restrictions may still apply on the account, even if it is active, based on the services you are eligible to use, your country of residence, your relationship with a business providing you the services you are using, if any, as well as multiple other risk and compliance factors.

The account description field allows you to insert short texts for each of the services you are using under your account, so that you can easily differentiate them as needed. Select a name (recommendable) to help you distinguish between your accounts.

During the registration process, you are requested to provide personal details that we store on file and compare against the additional information provided during the verification process and transaction processing.

From time to time, you may need to update this information for various reasons, for example to ensure that the details match your payment details for pay ins or pay outs, or because your details have changed over time.

In case you need a major change of your personal details, including changing your first name or last name, you need to contact us for assistance.

For verification purposes, before updating your details, you will be required to provide a proof of the change, for example your personal identity card, driving license, or passport.

To initiate the process, please get in touch via email, confirm what changes are required and the reasons behind your request, and attach the respective document. We will take care about the rest.

Yes. You can hold more than one account. Your accounts allow you to use multiple services and currencies depending on availability, your verification level, your country of residence, and the business that offers you Hoppacard as a service, if applicable.

In case you need to update any details on your account, please follow the respective change processes described in the below articles instead of opening another account.

Can I change my address?

Can I change my name on the account?

If you still feel you need to open another account and out of date information is not the reason to do so, please do not hesitate to get in touch with us by using the button below.

Yes. To use our services, you will be required to complete identity and address verification.

The process is short and simple and should not take longer than a couple of minutes of your time. Please prepare your personal identification document for the purpose (identity card or passport), and make sure you are sitting in a place with enough light.

The verification is done through a partner and initiated during the Registration process. You will be requested to show the front and back side of your valid personal identification document, as well as take a picture of yourself (a selfie) and provide Proof of Address.

Here is a step-by-step instruction on how to complete it:

1. Identity verification:prepare your personal identification document (identity card or passport):
2. Select country and document type:select the country where your document has been issued, as well as the type of document you would use:
3. Take a photo of the front side of your document (if passport is selected, only one photo will be required):
4. Take a photo of the back side of your document:
5. Verify and complete your personal information:
6. Employment and financial information:some additional information about you related to your employment status, intended use of the account, and expected monthly turnover. Please fill these in correctly, as the data is important for us.
7. Selfie:You will need to position your face into a frame and take a picture. We use this information to compare it to the information visible on your document:
8. Proof of Address:apart from your identity, we will also need to verify your address. Please prepare a document issued less than 3 months ago, showing your name and current address and scan it. Please make sure all four corners of the document are visible and the information is clearly readable. Image should be clear, and no part of the document should be cropped out of the picture. Same goes for scanned documents submitted as a file. Be aware you should not alter the document, do not edit the document, and do not cover any part of the document. Any such alterations or incomplete documents will result in denial of onboarding.

That`s it! You are now ready to use the service. You will receive confirmation screens for each step in the app.

The required account verification is a simple process and given that you have your documents handy, it should not take longer than a couple of minutes of your time.

To complete it successfully, please prepare the following documents upfront:

1. Your personal identity card or passport.
2. Your Proof of Address displaying your name and registered residential address, issued less than three months ago. An example of this could be a bank statement or utility bill.

The process is automated, and results should be visible immediately.

In the instance that your document or image is not accepted immediately, please follow the instructions, try again, and make sure that you have stable internet connection and sufficient light.

Personal identity verification is performed through a third-party partner.

There are specific requirements in terms of type of document, document resolution as well as issuing country and information that must be contained in it.

If any of those conditions is not met, then we are kindly asking you to restart the KYC process.

Prior to doing so though, please make sure the following steps are complete:

1. Your document is valid.
2. Your camera has good resolution to make the document readable.
3. You are placing the document exactly where required, in the required sequence.
4. You are holding the document and the device stable.
5. There is enough light in the room.
6. There are no reflections on the document and the information is readable.
7. Additionally, you have the option to upload Proof of Address either in PDF format or as an image.

If all those conditions are met, you may feel free to restart the process and try again. If the verification is still not successful, please feel free to get in touch with us.

Proof of address is confirming the information you have submitted about your current residential address.

This may be any of the following:

• Mortgage statement. 
• Certificate of voter registration. 
• Correspondence with a government authority regarding the receipt of benefits such as a pension, unemployment benefits, housing benefits, and so on. 
• Home internet and TV bills (but not from satellite TV companies). 
• Landline telephone bill. 
• Bank statement with the date of issue and the name of the person (the document must be not older than 3 months). 
• Utility bill for gas, electricity, water, internet, etc. linked to the property (the document must not be older than 3 months). 
• A lease agreement that is current and has the signatures of the landlord and the tenant. 
• Rent bills issued by a real estate rental agency. 
• Credit card statement issued by a bank. 
• Letter from a recognized public authority or public servant (any government-issued correspondence not older than 3 months). 
• Employer’s certificate for PoA. 

The document needs to be recent, e.g., issued in the past three months.

When capturing your document for verification purposes, please:

• Capture it in full and make sure all four corners are visible; a partial scan of a document will not be accepted
• Keep the document unaltered
• Capture the document in portrait mode.

If all those conditions are met, you may feel free to restart the process and try again. If the verification is still not successful, please feel free to get in touch by using the button below.

• Old government-issued correspondence (older than 3 months) 
• Old bank statements (older than 3 months) 
• Old utility bills linked to the property (older than 3 months) 
• Pension statements 
• Insurance policies 
• Mobile phone bills 
• Medical bills 
• Receipts for purchases 
• Insurance statements 
• Documents stating PO Box addresses 
• Checks 
• Envelopes and parcels showing your name and an address 
• Prepaid card invoices 
• Mobile sim cards+ bills issued to a business address 
• Bills from debt collection agencies 
• Bills from fintech companies 
• Papers referring to discount cards which cannot be considered as bank cards 
• Car rent bills 

• Expired ID document 
• Expired POA document (3 months for utility bill and bank/card statement, 6 months for government issued documents) 

• Mobile phone bill or store invoice for POA (not a valid document type) 
• Backside of ID document for POA (same document for ID and POA not allowed) 
• Screenshot, picture of a document on a screen, partial document, …
• Masked (hidden information) or digitally ammended document, blurry image, too shiny/reflections, … 
• Not all data is visible on POA document (full name, address, date) 
• Blurry selfie picture 

A selfie during verification is a process where you would be asked to take a picture of yourself, typically with your smartphone, and submit it as part of the initial verification process.

When asked to take a selfie, you are typically asked to position your smart phone camera against your face to confirm that you are the person who appears in your identification document.

This process is intended to prevent fraud and ensure that the person who is creating the account or accessing the service is who they claim to be.

Your picture is stored securely on file along with your documents and will not be used for any other purposes.

All financial services that our BaaS Partner offers and software services we provide are subject to regulations which are designed to protect our customers and our business. Regulations oblige us and/or our partners to prove that any funds used by our customers have been acquired by legitimate means.

This is why, when you reach certain transaction volumes, our BaaS Partner may request you to submit evidence that confirms the source(s) of your financial income.

When requesting a source of funds, it would refer to the origin of money or assets that are used in a specific transaction or invested into the business relationship. Reviewing the source of funds might happen on multiple occasions depending on your transaction activity.

Funds may originate from different sources and would list some of them to illustrate what  is meant, along with the acceptable documents proving their source:

1. Salary: a recent pay slip from your employer or a bank statement showing your account movements or income and recent account balances.
2. Savings: a bank statement reflecting that the savings are more than or equal to the amount being invested. The statement period should cover at least 90 days.
3. Crypto assets from different platforms: screenshots displaying information on the ownership where possible, as well as the transaction itself and an explanation of the origin of the assets.
4. Sale of property: a copy of a sale contract and a bank statement that displays the proceeds of the sale being deposited.
5. Loan: the loan agreement and a bank statement that displays the loan being deposited.
6. Inheritance: a copy of a testament and a bank statement that displays the proceeds of the sale being deposited.
7. Gift or donation: an affidavit or letter from the donor explaining the nature of the gift along and a bank statement reflecting the deposit is acceptable.
8. Other: examples include, but are not limited to gambling or investments, pension funds, tax refunds, or other – in this case you would provide other official documentation evidencing the source of funds such as evidence of winnings or trading profits, investment portfolio (showing dividends), a copy of your fund statement, a copy of your tax return along with a bank statement/screenshots correlating to the respective where applicable.

To allow our partners  to process the information, your documents:

• Must be in one of the following formats – .pdf, .png, .jpg, .jpeg
• Should be visible in full, with all document corners captured
• Your name should be clearly visible on all documents along with relevant amounts and dates.
• For security and privacy reasons, it is acceptable to cover some sensitive information such as social security number, tax number, credit card number, or similar.
• Bank statements or other documents you provide must be relevant to the time period in question and should also reflect your most recent balances.
• The documents will be requested by and should be submitted to our Compliance team via email: support@hoppacard.com.

Your personal information provided for verification purposes is captured and stored by an authorised third-party provider we partner with. We may share your personal information with other companies in the Group or our partner companies. The information is collected, processed, and stored in compliance with the applicable General Data Protection Regulations.

Our website and App redirect to the respective partner systems and only facilitates the verification as required by applicable laws and regulations.

More details on how we store and use your information and how we protect it, are available in our Privacy Policy.

The application is currently available on Google Play for Android or App Store for iOS.

In order to install the application, you will need stable internet connection, enough space on your device, and up to date Android/iOS system.

Steps to download are described below:

1. Open Google Play/App Store
2. Search for the Hoppacard Application
3. Select and download the Application

Our BaaS Partner currently accepts deposits in EUR via SEPA. Account information for deposit is available in the mobile app under account information.

Overview and details of transactions are visible on the main screen in the mobile app.

Additional options will be available soon. Stay tuned and subscribe for our newsletter to receive the latest information on Hoppacard.

There are a few possible reasons for rejection of your transfer. Usual reasons include, but are not limited to:

• Incorrect recipient data.
• Deposit originated from a 3rd party account, which is subject to AML scrutiny.
• Deposit type is unsupported.

In case of any issues with your deposit, please feel free to get in touch by using the button below and provide us with the following information:

Bank account (IBAN number) the transaction was sent from:

Amount:

Currency:

Date:

Bank account holder name:

Bank account (IBAN number) the payment was sent to:

If possible, please also include a proof of payment.

Once we receive the required information, we will take a detailed look and get back to you.

Note: It is possible that rejected transfers are returned less processing fees, meaning you might receive an amount that is lower than the amount you have initially transferred. Please note that these are bank fees, and we are not in the position to reimburse or cancel any of them.

Our BaaS Partner currently processes withdrawals in EUR via SEPA. Additional options will be available soon. Stay tuned and subscribe for our newsletter to receive the latest information on Hoppacard.

In rare cases, it is possible that your withdrawal request might not be processed. Reasons for this may include:

• Insufficient funds to cover the withdrawal transaction and the fee.
• Restrictions applied on the account.
• Withdrawal type that is not supported.
• Compliance or other reviews on the account, that are still pending.

You would usually be informed about any of the above upfront, however, if this is not the case or you have not received information for any reason and the transaction could not be processed, please get in touch.

Please allow 2-5 business days for processing of your withdrawal.

In rare instances, this timeframe might be exceeded for various reasons. In case your withdrawal has not yet arrived after this timeframe, please make sure that you have used the correct IBAN for your withdrawal if it is not the case contact us and let us know, we will further investigate and get back to you.

In order to send money to another wallet user in the system, you need to perform the following action:

1. Open the app
2. Authenticate yourself to access your account
3. Under “Preffered Account”, select “Transfer”
4. Select “Money Send” as Transfer Method
5. Provide the required recipient, amount details, and description of the transfer:
   • Option 1: Choose a recipient from your saved list
   • Option 2: Click on the ‘’Add Recipient’’ button on the top right of the screen:
     • Search for the recipient using their email, mobile number or IBAN.
     • Enter the recipient’s details, including their first and last name (if they are a holder of Hoppacard) or their address (if they are not a holder of Hoppacard).

6. Click on “Calculate fee” and confirm the transfer.
7. All set! The recipient has received the amount instantly.

Yes! And the process is quite easy. In order to send money to another IBAN account, you need to perform the following action:

1. Open the app
2. Authenticate yourself to access your account
3. Under “Preffered Account”, select “Transfer”
4. Select “Money Send” as Transfer Method
5. Provide the required recipient, amount details, and description of the transfer:
   1. Option 1: Choose a recipient from your saved list
   2. Option 2: Click on the ‘’Add Recipient’’ button on the top right of the screen:
      1. Search for the recipient using their email, mobile number or IBAN.
      2. Enter the recipient’s details, including their first and last name (if they are a holder of Hoppacard) or their address (if they are not a holder of Hoppacard).
6. Click on “Calculate fee” and confirm the transfer.
7. All set! The recipient has received the amount instantly, if it was sent via SEPA Instant, or in one to three days excluding weekends and bank holidays if it was sent via regular SEPA.

Sending money to another wallet user or between user’s own IBAN accounts in the system (“Internal Transfer”) is instant. Sending money through SEPA to another IBAN may take one to three business days. Please do not forget to check the weekends and bank holidays before contacting with us regarding your transfer status.

Prior to initiating external transfer, the system will calculate the associated fees. This ensures that users are informed about the applicable transfer fees before proceeding with the transfer.
For internal transfers, loading cards, and unloading cards, there are no fees charged to the user. These services are provided free of charge.

The transaction types are explained below:

1. Send Money is a transfer between two different digital wallets in the system, both customers (the recipient and the sender) should have an active wallet to perform this type of transaction. These transfers are instant but might incur a small processing fee.
2. Internal transfers are transfers between user’s own IBAN accounts within our system. These transfers are free and instant.
3. Transfers between IBAN accounts are possible between a customer of the system and any European IBAN account, regardless of the fact if the recipient is registered or not. These transfers take some time for processing (usually same business day) and might incur a small processing fee.

Details on processing timeframes and fees are visible on the screen every time you initiate a transfer.

Hoppacard is a complex service provided to businesses and individuals. Hoppacard does not charge fees for BaaS services, solely our BaaS Partner applies fees for BaaS services.

For detailed information regarding fees and any potential additional costs, please refer to our partner Unlimit.

Existing customers are able to see their fees in their account upon login. In case of any questions related to the fees that apply to your own account, please do not hesitate to get in touch with us.

If you think your Hoppacard account was compromised, please get in touch with us by sending an email to support@hoppacard.com.

The chances of this happening are slim. Hoppacard and our partners use sophisticated scoring and fraud prevention tools to ensure that your account is safe. We monitor and validate transactions and account activity. If we detect anything unusual, we will inform you or, in an extreme case, temporarily restrict your account while we investigate further.

You can help us by monitoring the activity on your account regularly and staying alert for anything out of the ordinary. If you are an Android user, you should also make sure that you choose a PIN that cannot easily be guessed, and do not share it with anybody. In addition, we do recommend you activate biometric authentication, use your personal devices only, and use a secure network to access our services. Biometric authentication is the only supported method for user authentication on iOS devices.

We use the information we collect about you to provide you with the products we offer, to notify you about changes to our products and to improve our products.

Your information may also be used to contact you about your account, your use of the Services, to alert you to potential problems, as well as to respond to your questions to us.

We also use this information to provide you with information about other products we or selected third parties offer which are similar to the ones you have used or exhibited interest in, or we think may be of interest to you.

If you use one of our software products, our BaaS Partner will also use your information to assess your financial situation and to try to identify and prosecute possible frauds and other abuses of the financial system.

The information you provide to us and/or our partners and the information we and/or our partners collect about you indirectly is governed by the applicable General Data Privacy Regulations.

More details on how we collect, process and use your data are available in our Privacy Policy.

A complaint is a formal expression of dissatisfaction or disapproval about a product, service, person, or situation.

It is a statement made by a customer, business or an authorised representative of theirs, highlighting an issue or problem that needs to be resolved.

Complaints can be related to various aspects, such as quality, delivery, pricing, customer service, safety, discrimination, or harassment, among others.

The purpose of making a complaint is to seek a resolution, an apology, or compensation for the issue faced by the individual.

Effective complaint handling is essential for our business and our customer satisfaction and we would take it very seriously, aiming to put things right for you as quickly and efficiently as possible.

Hoppacard is a trade name of PayWings Holding B.V. All regulated services, IBAN accounts, and issuing are offered and under the control of Unlimit EU Ltd.

HOPPACARD d.o.o. is a programme manager for PayWings B.V.

HOPPACARD d.o.o., a company registered in Slovenia with registration number 9221638000 and registered address Dunajska cesta 158, 1000 Ljubljana, Slovenia, provides you with software services relating to your Hoppacard account. Software services means the set of tools, allowing you to create an account and operate with it, as well as the background services required so that the respective payment services could be provided successfully. To provide you with payment services, we work in close cooperation with licensed electronic money institutions.

The Account can be activated and managed online via the Hoppacard’ Website and/or via our mobile application accessible for iOS and Android users.

Unlimit EU Ltd, a company registered in Cyprus with corporate address at 125, Georgiou Griva Digeni, Limassol, 3101, Cyprus, and company number HE 328641, (hereinafter referred to in this Agreement as “Unlimit” or “Partner”). You can find out more information here: Unlimit . Any services operated by Unlimit are subject to additional Terms and Conditions described in detail here.

PayWings Holding B.V., a company registered in the Netherlands with registration number 85996424 and registered address Beemdstraat 5, 5653 MA, Eindhoven, Netherlands, (hereinafter referred to in this Agreement as “PayWings” or “Partner”). You can find more information here.