Verification and security
Identity verification (KYC)
For regulatory compliance (KYC/AML), the financial features — Send and Receive/Top up/Withdraw — unlock once your identity is verified. The home dashboard is visible without verifying.
The process has two required steps: identity (document + selfie) and accepting your account's terms of service, which is different from the Terms and Conditions you accepted when creating it.
| Status on your profile | What it means | What to do |
|---|---|---|
| Not started | You haven't begun. | Click Verify now. |
| Incomplete | A step is missing on YOUR side (identity or terms). | The app shows the button for the pending step. |
| Under review | Everything submitted; being reviewed (usually 1 to 3 business days). | Nothing: the app unlocks on its own as soon as it's approved. Coming soon: an email with the result. |
| Verified | Done! To sign in to your account and to send or withdraw money, also set up your passkey and PIN. | Settings → Security and payment confirmation. See Payment confirmation. |
| Rejected | The verification was not approved. | Contact support. |
The full guide with documents, common mistakes and the business process (KYB) is in the Verification guide.
Account security
- Passwordless access: you sign in with a one-time code sent to your email. Nobody can get in without access to your inbox — protect it with two-factor authentication.
- Institutional custody: your funds are held in custody by a regulated platform. AES-256 and TLS 1.3 encryption.
- Payment confirmation: to sign in to your account, and to send money or withdraw to your bank, you need two confirmations: your passkey (stored on your device and unlocked with your fingerprint, face or device PIN) and your 6-digit PIN. To run, schedule or approve payroll you also need to have them set up. You set them up in Settings → Security and payment confirmation. How to turn them on, change your PIN and what to do if you lose one: Payment confirmation.
- Biometrics (mobile app): enable Face ID / fingerprint from Settings.
- Session: your session lasts up to 7 days in that browser; after that you sign in again with a new code. For your safety we may close it earlier, for example when your security confirmations change. If you use a shared computer, click Log out in Settings. We also ask for your passkey and PIN again after 5 minutes of inactivity (details in Payment confirmation).
- Suspended account: if your account is suspended you won't be able to sign in or operate, and open sessions are closed. Write to us at [email protected] from your account email.
- Never share your access codes or your PIN. Our team will never ask for them through any channel.
Your profile settings
In Settings you can also:
- Change the language (ES/EN) — applies to the app, emails and payment screens.
- Manage email notifications. Coming soon: your choice changing which emails you receive; today your preferences are saved, but they aren't applied to outgoing emails yet.
- See your plan and open billing management.
- Delete your account — a permanent action with requirements and express confirmation. See Delete your account.
Something doesn't look right?
If you see a transaction you don't recognize or suspect unauthorized access, write to us immediately at [email protected] from your account email.
Updated 23 days ago
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