Below you can find our handy FAQ section. If you don’t find what you’re looking for go ahead and contact us, our customer support team would be happy to help you.

Getting Started

WallexBank, we are a fully authorized and recognized worldwide bank, we are offering you upgraded premium services, newly-designed and user-friendly optimized website that has an easy to navigate infrastructure. 

Inside our new website you will be able to take advantage of our completely dedicated services –  platforms for Banking, Crypto, Trust, Vault, Escrow, Custody and Card services. 

Our mission is to create a modern financial infrastructure by using a borderless ecosystem which is changing the traditional fintech and banking sector by offering opportunities of automation, compliance, payments, asset custody, Investment, crowdfunding and tokenization. Leading solutions customized to help Individuals, Businesses, Brokers, Fintechs, Exchange and Merchants.

With our infrastructure we empower the future of the Assets and Digital Assets delivering an unique customer experience.

In order to sign up for a Wallex Bank profile, you can use the following link: https://client.wallexbank.com/sign-up.
You can as well find the sign up form on the Wallex Bank’s web page https://www.wallexbank.com/ by clicking on the button Signup or via the drop-down menu click on the section NeoBanking.

In order to complete your registration, please fill in the sign up form, completing all required fields with personal data. Make sure that you enter the data of your identity document correctly, as it is essential for the completion of your registration and the operation of your profile. 

The accepted types of identity documents are a valid identity card or a valid passport. The physical address requested in the registration form is your address of registration. In case of a Corporate registration, it is the company registration address.

Please note that certain countries are a part of our restricted countries list and registrations of citizens of these countries will not be approved. As part of its legal and regulatory obligations, as well as its high quality level standards, WallexBank will not operate, serve any person, have any kind of business relationships with persons, or process incoming or outgoing transactions related to Restricted Countries. 

You can find the AML/CTF regulations and the list of the restricted business and countries here.

When registering you need to choose between a Personal and a Corporate account.

  • Personal: Client is an individual who will be depositing/withdrawing personal funds.
  • Corporate User: Client is an Entity depositing/withdrawing corporate funds on behalf of the Entity.

If you are not sure what type of User you are and you need some assistance, please contact us at support@wallexbank.com.

In order to have a Corporate account, you need to have first an individual registration. Once you have registered on the platform and you have opened your Personal account, please follow the steps below:

  • Login into your profile and click on your name in the right upper corner.
  • Choose the option “Add new company” and from there fill in the necessary details applying to the Company identity

Fill in all the requested information and proceed to your new profile, operating as a business entity in WallexBank.

In order to change any of your personal information, please contact us via email to: support@wallexbank.com providing us with detailed information and we will guide you and assist you through the process.

In order to close an account of yours, please contact us via email to: support@wallexbank.com providing us with detailed information regarding the account number you would request to be closed. 

Please make sure there are no available funds in the desired account. If there is an existing balance, please transfer it to another account of your choice.

If you have forgotten your password and cannot access your account, you can click on “Forgot your password?”, which you will find under the gaps for your username and password on the main page.

Once you click on it, you will receive instructions on your personal email in order to recover and change it to a new one. This way we ensure that the person who is going to use the account is registered with the same email. If you do not receive these instructions in your email, please check the Spam folder.

When you have completed this step, you can easily log in again into your profile.

Keep in mind that if you enter an incorrect password several times, your account will be temporarily blocked. You can unlock it by following the same steps mentioned above.

Account Management

In order to open an account with WallexBank, you need to follow the instructions indicated below:

  1. SignUp – completing all the required fields with your personal data
  2. Verify – your email address and a phone number so that you can increase the security of your assets 
  3. Verify – upload all the required documents and complete the onboarding process
  4. Log in – into the platform and you will have access to your Primary Account with you can use for all your transactions

Please, have in mind that your account will be in status inactive until you successfully complete your verification process and all your documents have been approved by the system. 

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

We would like to inform you that in order to open an account with dedicated IBAN, you need to follow the instructions indicated below:

  1. Open your Dashboard, where you can see all your accounts;
  2. Make a click on “New Account” which you can find next to your balance;
  3. On “Set Account name” create a new name for your future account;
  4. On “Select Account Currency” choose from the drop down menu the preferred currency – EUR;
  5. Make a click on “Create”.

Now you will have your new account with a dedicated IBAN generated for you and you can start making payments.

After you have successfully completed your registration, you are provided with a Primary Account in currency EUR.

If you would like to dispone with more than one WallexBank accounts, you can open them following the steps below: 

  1. Open your Dashboard, where you can see all your accounts
  2. Make a click on “New Account” which you can find next to your balance
  3. On “Set Account name” create a new name for your future account
  4. On “Select Account Currency”  choose from the drop down menu the preferred currency – the available options are BCH, BTC, ETH, EUR, GBP, USD
  5. Make a click on “Create

Now you will have your new account generated for you and you can start using them. 

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

In order to top up your WallexBank account, you need to follow the instructions indicated below:

  1. Open your Dashboard, where you can see all your accounts
  2. Make a click on “Add Funds” which you can find next to your balance
  3. On “Select Account”  choose from the drop down menu the preferred profile you would like to deposit to.
  4. Make a click on “Continue
  5. Choose the “Manual Banking Transfer” option

The following page specifies the bank details to be indicated on the platform from which you are depositing to your account. 

You can either copy the bank details or print them from the below button “Print” and complete the depositing procedure from your bank. 

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

In order to make an internal transfer to a WallexBank account, please follow some simple steps below and complete the transfer in a few minutes: 

  1. Open the Dashboard Menu, select “Payments & transfers” option 
  2. Choose ”To another client” and the account from which you would like to process the transfer
  3. Specify the Amount and the Currency
  4. Fill in all the required details of the recipient – the recipient’s phone or account number 
  5. Add Description
  6. Select Continue.

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

In order to make an exchange between your WallexBank accounts- Fiat to Crypto and vice versa, please follow some simple steps below and complete the transfer in a few minutes: 

  1. Open the Dashboard Menu, select “Currency exchange” option
  2. Choose the Account from which you would like to process the exchange
  3. Specify the Amount and the Currency you would like to exchange from
  4. Specify the Currency to which you would to exchange and specify the exact “Account” in case you have more than one in the indicated currency
  5. Select Exchange

Please, have in mind that when entering the amount you wish to exchange, it automatically converts it below and shows you its equivalent in the indicated currency. 

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

In order to make an International transfer to a Non-WallexBank account, please follow some simple steps below and complete the transfer in a few minutes: 

  1. Open the Dashboard Menu, select “Payments & transfers” option 
  2. Choose ”European” and the account from which you would like to process the transfer.
  3. Specify the Amount and the Currency EUR
  4. Fill in all the required banking details of the recipient – the recipient’s name; choose Type whether is Person or Company. 
  5. Fill in the IBAN; Address; City; State; Postal Code; Country and add Description.
  6. Select Continue.

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

In order to make an International transfer to a Non-WallexBank account, please follow some simple steps below and complete the transfer in a few minutes: 

  1. Open the Dashboard Menu, select “Payments & transfers” option 
  2. Choose ”International” and the account from which you would like to process the transfer.
  3. Specify the Amount and the Currency 
  4. Fill in all the required banking details of the recipient – the recipient’s name; choose Type whether is Person or Company. 
  5. Fill in the IBAN; Address; City; State; Postal Code; Country and add Description.
  6. Select Continue.

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

Cryptocurrency Operations

A cryptocurrency is a digital or virtual currency that is secured by cryptography which records the transactions and manages the issuance of new units, which makes it nearly impossible to counterfeit or double-spend. This rule implies that it is hypothetically resistant to any kind of government impedances or control as they are not issued by any central authority.

Below you’ll find the two definitions commonly used in the world of Financial Technology:

  • Fiat is the financial term that describes any traditional government-backed currency such as US dollars, Euros, Mexican pesos, etc. When you’re “depositing fiat” or “making a fiat transfer” it simply means transferring money from or to your regular bank account to your WallexBank account.
  • Digital assets is an all-encompassing term for today’s digital currencies or coins – all Bitcoin, Ethereum and the hundreds of others available to buy and sell. When you are “holding digital assets” or want to “custody digital assets” it simply means you’re storing your various types of coins or digital currencies in highly secure wallets that are a part of Wallex platform. 

Block chain is a digital database containing information such as records of financial transactions that can be simultaneously used and shared within a large decentralized, publicly accessible network. Decentralized blockchains remain permanent, which means that all the information entered is irreversible, for cryptocurrency it implies that all transactions and financial processes are recorded and accessible for everyone.

Many cryptocurrencies are decentralized networks based on blockchain technology—a distributed ledger enforced by a disparate network of computers.

Each block in the blockchain contains its own hash, along with the hash of the block before it, as well as the time stamp. 

For a cryptocurrency transfer processed out successfully, it carries its own number of transactions, which serves as proof of the transfer so that your wallet is credited with the corresponding amount. 

As long as there is an existing transfer on the blockchain, it is referred to a unique id number of transactions called hash – this code is a long sequence composed of numbers and digits. This hash contributes to validating and finding any transaction on the blockchain network.

Altcoins are all cryptocurrencies excluding Bitcoin.

A Crypto address is a unique identifier that serves as a virtual location where the cryptocurrency can be sent. People can send the cryptocurrency to Crypto addresses similarly to the way fiat currencies can be sent to account numbers. However, the Bitcoin address is not intended to be permanent, but just a token for use in a single transaction. Unlike a digital wallet, a Bitcoin address cannot hold a balance.

The address itself consists of 26-35 alphanumeric characters. This string is the public half of an asymmetric key pair. The standard format for a Bitcoin address is P2PKH (pay to public key hash). Digital wallets generate addresses through cryptographic operations: The software generates a private key through an asymmetric signature algorithm and then derives the public key from the private one. The user signs with the private key and verifies that signature with the public key.

Cryptocurrency transaction time depends on the type of cryptocurrency you are processing.

In regards to Bitcoin transactions they may take from 10 to 20 minutes to be validated and completed, for the rest of the coins the needed time on average can be up to 1 hour. 

The exact time, of course, depends on how soon the transaction is registered and approved in the blockchain network.

The minimum amount for withdrawal depends on cryptocurrency and is usually equivalent to 0.0001 BTC plus blockchain network commission.

 In order to top up your WallexBank Crypto account, you need to follow the instructions indicated below:

  1. Open your Dashboard, where you can see all your accounts
  2. Make a click on “Add Funds” which you can find next to your balance
  3. On “Select Account”  choose from the drop down menu the preferred crypto account you would like to deposit to. 
  4. Make a click on “Continue
  5. Choose the “Crypto Transfer” option

The following page specifies the crypto address to be indicated on the platform from which you are depositing to your account. 

You can either copy the bank details or print them from the below button “Print” and complete the depositing procedure from your bank. 

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

In order to make an exchange between your WallexBank accounts- Fiat to Crypto and vice versa, please follow some simple steps below and complete the transfer in a few minutes: 

  1. Open the Dashboard Menu, select “Currency exchange” option
  2. Choose the Account from which you would like to process the exchange
  3. Specify the Amount and the Currency you would like to exchange from
  4. Specify the Currency to which you would to exchange and specify the exact “Account” in case you have more than one in the indicated currency
  5. Select Exchange

Please, have in mind that when entering the amount you wish to exchange, it automatically converts it below and shows you its equivalent in the indicated currency. 

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

In order to make a Crypto transfer to an external wallet, please follow some simple steps below and complete the transfer in a few minutes: 

  1. Open the Dashboard Menu, select “Payments & transfers” option
  2. Choose ”Crypto” and the account from which you would like to process the transfer
  3. Specify the Amount and the Currency /BTC,BCH,ETH/
  4. Fill in all the required details of the recipient – the recipient’s cryptocurrency address
  5. Add Description
  6. Select Continue.

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

Card Services

WallexBank provides all clients with the opportunity to benefit from Physical or Virtual VISA debit cards linked to their account. You can have only one card which will be linked to a separate account from your Primary EUR account. 

The initial request is always a Virtual Card, and after a successful request you will have the possibility of card conversion and requesting a Plastic version for your convenience.

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

Cards are available only for citizens and residents of the following countries:  

Aaland Islands, Austria, Belgium, Bulgaria, Croatia – Hrvatska, Cyprus, Czech Republic, Czechoslovakia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guadeloupe, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Mayotte, Monaco, Netherlands, Netherlands Antilles, Norway, Poland, Portugal, Reunion, Romania, Saint Martin, Slovakia, Slovenia, Spain, Svalbard and Jan Mayen Islands, Sweden, Switzerland, United Kingdom

If you do not find your country in the above list, we regret to inform you that currently the Card Services are not available in your region. 

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

In order to take advantage of our Card services, we kindly advise you to register in WallexBank. In order to sign up for a WallexBank profile, you can use the following link: https://client.wallexbank.com/sign-up  . You can as well find the sign up form on the WallexBank web page https://www.wallexbank.com/  by clicking on the button Signup or via the drop-down menu click on the section NeoBanking.

In this regard, inside our new WallexBank website after full verification is successfully completed, you will be able to benefit from our card services and to request your physical/virtual cards linked to your account.

Once you are login into your profile, please follow the instructions below to complete your Card order request: 

  1. Dashboard
  2. Card Section 
  3. Order new card 
  4. Check your Personal Details
  5. Proceed with the Address of Delivery 
  6. After you have verified your information, complete the request.

 We remain at your full disposal if you need any further assistance, you can contact us at any time at support@wallexbank.com .

For Cards KYC verification, document requirements are the following:

  • Proof of address – issued within the last three months. The expiry date should be also manually added in admin. 
  • Passport and ID cards are acceptable, but if an ID card is present, we will request a photo of front and back.

If you have already successfully passed the verification process and you have presented valid documents, they will not be requested a second time. 

The delivery time for the Card Services is approximately 25-30 business days from the order date. We kindly advise all clients to be patient, taking into consideration the Covid-19 transit time related circumstances.

Not delivered card: If 30 calendar days have passed and the client has not received the card at the requested address, we highly recommend the client to contact us at support@wallexbank.com in order to check the status of the card delivery and assist further.

In case your card has been lost or stolen, we kindly ask you to contact us immediately at support@wallexbank.com and report your card status via the system. On your Dashboard, in the Card Section you will find a button “Report lost or stolen” – if this is your case, please proceed and indicate the exact reason. 

Complete the procedure and inform us so that we can ensure the prompt closure of the card and avoid any further inconvenience.

The procedure of card activation is the following:

After receiving the plastic version, through the Cards section – please enter your CVV code, which you can find on the back of the plastic Card. A window will appear right away after and your PIN code will show up. 

Be kindly advised that the activation can be done only through your WallexBank profile, not any external resources.

Once you have successfully activated your card, you can start using it at your convenience and make your payments.

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com  anytime. 

If you would like to top-up your Debit Card please follow the below steps:

  1. Open your Dashboard
  2. Go to the Card Section 
  3. Make a click on the Top-up button 
  4. Choose the account from which you would like to top-up the card. 
  5. Proceed with the completion 

Have in mind that the card cannot be topped-up with transfer between accounts action. 

If you have any additional questions or concerns, please do not hesitate to reach out to your Account Representative at support@wallexbank.com  anytime. 

The Cards are reloadable prepaid Visa debit cards which means you can spend up to the value placed on the Cards anywhere Visa debit cards are accepted. 

You can shop in stores, online, over the phone and by mail order. You can get cash at ATMs worldwide.

Each time you make a purchase, the amount of that purchase is automatically deducted from the Card account. It is important to know your available balance before making a payment, as in case of not sufficient funds in the card, the transaction can be rejected. 

If your payment has declined, the available balance may be less than the purchase amount. Any preauthorization amount will place a “hold” on your available funds until the merchant sends us the final payment amount of your purchase. Once the final payment amount is received, the preauthorization amount on hold will be removed which may take up to 24 hours. During the hold period, you will not have access to the pre authorized amount.

Any purchase request that is greater than the Card’s available balance will be declined due to insufficient funds. Respectively your Card can not have a negative balance as no transactions will be processed if you do not have enough funds.

Card transactions require some technical time to be reflected into your balance. Once you have made a payment with your card, the transaction history will be updated in your account balance in 2 hours. 

If you have any additional questions or concerns, please do not hesitate to reach out to your Account Representative at support@wallexbank.com  anytime.

Cards Fees and Limits can be found on our official website https://www.wallexbank.com/  as a section in the Terms and Conditions. For easier navigation click on the following link https://www.wallexbank.com/index.php/terms-conditions/ and you will be directed to the page. 

If you have any additional questions or concerns, please do not hesitate to reach out to your Account Representative at support@wallexbank.com  anytime and we will gladly assist you further.

Documents Verification

Businesses are evolving in the digital era where fraud and crime have many faces. Gone are the days when customers were the only source of risk for the businesses and the businesses were bound by the only customer due diligence regulations.

The risk is coming from all the stakeholders of a company and proactive risk prevention is inevitable. The stakeholders of businesses include customers, merchants, investors, employees, shareholders, partners, etc. All these entities affect businesses in one way or the other. So it is significant to perform due diligence on all the stakeholders to differentiate between an opportunity and risk. 

KYC/KYB procedures and regulations have been implemented to the businesses to reduce the risk of crimes. The crimes that are controlled with compliance are identity fraud, money laundering, terrorist financing, fake merchant fraud, shell companies, etc. 

WallexBank completes ongoing KYC for all clients and transactions due to the nature of the assets’ class. WallexBank may at any time request additional information in order to process your request. 

Please provide us with the requested documents in order to process your transaction.

Know your customer (KYC) guidelines in financial services require that professionals make an effort to verify the identity, suitability, and risks involved with maintaining a business relationship with individual clients.

In accordance with our internal policy we will require the following documents:

Required Documents

  1. A copy of valid passport or ID card in color (four corner document)
  2. Address verification (if address is not listed in ID – utility bill in the name of the individual, not older than 90 days, or last three months bank statement)
  3. Selfie with passport or ID card
  4. Completed and signed Individual Onboarding Deck

 Individual Onboarding Deck including:

  1. Individual Application
  2. Politically Exposed Persons (PEP) certification
  3. Custodian Agreement

Know your business (KYB) guidelines in financial services require that professionals make an effort to verify the identity, suitability, and risks involved with maintaining a business relationship with corporate clients.

In accordance with our internal policy we will require the following documents:

Required Documents:

  1. Certificate of Incorporation & Memorandum of Incorporation & Articles of Association
  2. Registers of Directors and Members/ Shareholders
  3. Passports -Copy of current valid Passports for Directors/Shareholders
  4. Proof of Address for Directors/Shareholders – Copy of Utility Bills not older than 3 months
  5. Rent Contract OR Utility Bill for the Office in the name of the Company NOT older than 3 months
  6. Company Bank Account Statement with Company Name and Address for last 3 months
  7. Company AML/KYC policy (if applicable)
  8. Company profile pages to any regulator websites if the company is regulated
  9. Recently issued Certificate of Good Standing
  10. Company structure chart
  11. Selfie of Company Director with passport

Corporate Onboarding Deck including:

  1. Corporate Application
  2. Certification of Beneficial Owners
  3. Corporate Resolution Authorization
  4. Politically Exposed Persons (PEP) certification
  5. Custodian Agreement

 Depending on the type of user, further documents could be requested.

We kindly ask you to review our KYC/KYB terms for the documents which you can find below and resend new ones that abide by them.

Please upload the documents:

  •  *Color copy of your Government issued ID or Passport in PNG, JPEG or PDF format

Please, follow the instruction below to upload the documents correctly:

Proof of Identity Guidelines

 ***Must be a PDF or Scan.  We DO NOT accept screenshots***

Please upload a copy of your valid identification – Color copy of your government issued ID or Passport in PNG, JPEG or PDF format

Proof of address- Utility bill or/and Bank, credit card or mortgage statement.

The image must be high quality, unobstructed and uncropped.

The image must show a full document page or in case of national ID card, both sides of the card.

All document details must match the details as submitted in the application, including:

  • First and last name
  • Date of Birth
  • Document date of issue and expiry
  • Document number

If the required information is not visible on one side of the document, a high quality scan or a picture of both sides must be provided. 

The image must be high quality, unobstructed and uncropped

Please, have in mind that the provided documents must not be expired and we can not accept Electoral Identity Cards.

Address verification is a process, during which you make sure that a person lives where they claim to live. It also ensures that address data is accurate and up to date. Address verification services can also check that the address is accurate and exists as well as whether it is a residential or a commercial building. 

According to many regulations you have to collect a PoA for individuals as a part of Due Diligence as this measure helps risk assessment and assignment to all clients. 

Proof of Address Guidelines

***Must be a PDF or Scan.  We DO NOT accept screenshots***

Statement must contain the applicant’s current address and show activity (ie. customer transactions) within the last four months. It should be dated within the previous three calendar months.

First and last name on the document must match exactly with the information provided in the application.

Address shown on the document must match exactly with the information provided in the application.

Statement may be in the joint name of the applicant and his/her partner, but not solely in the name of his/her partner or another person. 

Please find the detailed list of acceptable documents below:

  • Bank statement
  • Credit card statement
  • Mortgage statement (either hard copy or electronic statements are acceptable)

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexbank.com anytime.

Selfie Image Requirements:

  1. Hold your ID in one hand so we can clearly see both your face and the ID/Passport
  2. Take a selfie of you and your ID/Passport. Important: All elements must be clearly visible without cropping or editing

Please make sure that whilst taking the photo, you are looking straight at the camera following the instruction below:

  • Do not edit the image in any way
  • The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
  • Don’t wear sunglasses, hats, or anything else that obstructs your face. If possible, remove glasses (even clear ones) to avoid problems with glare

Security and Privacy

We take reasonable security measures consistent with applicable law to protect the security of your Personal Information from being accidentally lost, or used or accessed in an unauthorized way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorized manner and are subject to a duty of confidentiality. We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

If you are a former customer of WallexBank, your information is treated in the same manner as the information of current customers. WallexBank offers several options for accessing and, if necessary, correcting your account information. You can review your information using your statements, or through our automated telephone or Internet services. You may also write or call us with your request for information. If we serve you through an affiliate, please contact them directly.