Answers, in the order people ask them
If the answer you need is not here, the contact form reaches a person who can look at your account directly.
Getting started
How do I open an account?
Choose Open an account, enter your name, email and a password, and accept the terms. Your login is created immediately. Identity verification is the only step with a wait.
What do I need to verify my identity?
A government-issued photo ID and a selfie. Upload both from the verification screen inside your account; status updates appear there as review progresses.
Can I keep my old account open?
Yes, and we recommend it until your first salary or supplier payment has landed. There is no minimum term and no exit fee if you decide not to switch fully.
Money & transfers
Why is my transfer pending?
Internal transfers settle in seconds. External payments depend on the receiving bank's rails and can take one to two business days. The transaction detail shows the expected settlement date.
What does a transfer cost?
Internal and domestic transfers are free. Cross-border transfers are 0.4% with a 0.30 minimum. The exact fee is calculated and displayed before you confirm.
Can I cancel a scheduled payment?
Yes, any time before its run date. Open the scheduled payment and cancel it; no fee applies.
What happens if I send to the wrong account?
Contact support immediately with the reference. Once a payment has settled on external rails it cannot always be recalled, which is why beneficiary details are verified once and reused.
Cards
How quickly can I get a card?
A virtual card is issued instantly and usable online straight away. A physical card is produced and posted after you request it.
Can I freeze a card?
Yes, from the cards screen. The freeze takes effect on the next authorisation, and you can unfreeze just as quickly.
What are my card limits?
Each card carries a spending ceiling you set yourself, enforced server-side. The default is shown on the card detail screen.
Security & access
Do you support two-factor authentication?
Yes. Pair an authenticator app from the security screen. Recovery codes are issued once, at setup — store them somewhere safe.
I have forgotten my password. What now?
Use the reset link on the sign-in screen. If you no longer have access to the email on file, contact support with your account details.
How do I close my account?
Contact support. Balances must be withdrawn first. There is no closing fee, and statements remain downloadable for a period after closure.