Frequently Asked
Questions

Absolutely! Once you have created an account on Wickie, you can enjoy various complimentary features and services. Whether it's specific transactions, account-related actions, or other offerings, Wickie provides certain elements free of charge for its users. Explore the platform and make the most of the free features available to enhance your experience.

You won't be charged for keeping your standard Wickie account open, even if you're not using it.

Verification outcomes may take up to 7 days to confirm and authenticate your Wickie account.
Necessary criteria:

• Must be at least 18 years old
• Utilize a supported document
• Ensure the document is not expired, damaged, or unreadable
• The document photo should be clear, displaying all required details
• Profile details must align with the information on the document
• We do not accept pictures of screens/copies/scans of the document.

If your verification is unsuccessful, please review the uploaded pictures for clarity and readability, avoiding any blur or glare. In the event your camera is malfunctioning and you cannot capture photos, consider using an alternative device. Document submissions must be made within the Wickie app. Reverification of your ID may be necessary before migrating your account to our European entity.

Before gaining access to the Wickie exchange platform, it's essential to complete the verification process. To proceed, kindly provide us with a clear image of a supported document. Supported documents are those that meet regulatory requirements. cept pictures of screens/copies/scans of the document.

• Passport
• Driving License
• Provisional Driving License
• Residence Permit
• National ID

Your cooperation in submitting one of these documents will facilitate the verification process and grant you access to the Wickie exchange platform.

yes, also working.

To reach our customer support, press on your name in the right top corner of your account and select the “Help” section. You can use live chat option which you will find on wickie.io landing page bottom right corner. Also, send us email to [email protected]. Provide details about your issue, and the support team will assist you promptly.

To explore the fees associated with transactions on our platform, you can access the information in the following way:

• "Settings" button located on your account landing page.
• Navigate to the "Fees" section.

It's important to highlight that currency transfers between Wickie accounts are FREE of charge.

Wickie Change is used for exchanging your deposited euros to various cryptocurrencies and vice versa.

• Go to the "Settings" menu in your account.
• Navigate to the "Username" section.
• On the right side of the username section, you should see a correction symbol (pencil). Click on it.
• A text field will appear, allowing you to type in the new username you prefer.
• After entering the desired username, press the "Save" button to confirm the changes.
• Your username update, will be done as soon as possible by our KYC manager.

• Go to the "Settings" menu in your account.
• Locate the "Contact Information" section.
• In the top right corner of the "Contact Information" section, find the correction symbol (represented by a pencil icon) and click on it.
• After entering the new email address, you may be prompted to confirm the change by inserting a verification code sent to your phone.
• Once you receive the verification code, enter it as instructed.
• Finally, press the "Save" button to confirm and initiate the update of your email address.
• Your username update, will be done as soon as possible by our KYC manager.

To change your name, contact our support team, and request a name change. Provide your full legal name and submit the necessary supporting documents. Our support agent will review the documents and handle the process of updating your name.

Ensure you have a valid, non-expired document available that shows your new name (such as Passport, National ID, enrolled and stamped deed poll, or a printed marriage certificate).

Potential reasons for a negative balance:

• An initial payment authorization was less than the final transaction amount, commonly seen in cases like public transportation, hotels, or car rental damage deposits.
• Delayed card payments due to merchant connection issues, especially during situations like airplane payments. More details can be found in our FAQ.
• Fees associated with Wickie plan subscriptions.
• A card top-up return initiated by your bank at your request, often occurring when you dispute a top-up.

To identify the transaction causing a negative balance:

• Check your transaction history and review all transactions on each currency account.
• If there's an unrecognized transaction leading to a negative balance, refer to our FAQ or customer support for assistance.

Consequences of a negative balance:

• We attempt to rectify negative balances using funds from other currency pockets. If insufficient, we'll prompt you to add money to your account the following day.
• After 7 days, if the negative balance persists, we'll initiate collection processes per our Terms & Conditions.

Leaving your account with a negative balance:

• This may lead to reporting to debt registries, fraud prevention agencies, and debt collection agencies, potentially impacting your financial standing.
• If you're facing difficulties, please contact us for assistance.

Here are the steps to exchange currency on your account:

• Go to your account landing page.
• Click on "Currency Exchange."
• Choose the account from which you want to exchange money.
• Enter the desired amount you wish to exchange.
• Select the currency you want to receive.
• Verify all the details to ensure accuracy.
• Press the "Exchange" button to complete the currency exchange transaction.

Our platform supports Euro as a fiat currency and a variety of cryptocurrencies, allowing you to trade a diverse range of assets. You can buy crypto with Euros as fiat currency. In the realm of cryptocurrencies, you will find popular options such as Bitcoin (BTC), Ethereum (ETH), USD Coin (USDC) and many other altcoins. This variety ensures a broad spectrum of trading options to cater to your preferences and investment goals.

Yes, you can easily download your transaction statement. Follow these steps:

• Press “Payments & transfers” in the landing page of Wickie.
• Go to the "History" section.
• Select whether you want to view spent, received or all transactions.
• Use the sorting options to organize transactions by status and date.
• Choose the type of statement document you want to download.
• Initiate the download, and you'll have a record of your transactions in the selected format.

We understand the frustration of being unable to access your funds. Our team is diligently working to complete the necessary checks and restore your account at the earliest opportunity. However, it's challenging to provide a fixed timeframe, as each case is unique and depends on specific circumstances. For assistance, please reach out to our customer support. Rest assured, we are committed to resolving the situation as swiftly as possible.  

To keep your funds safe, your account may undergo a temporary restriction due to various factors. If your account becomes locked, rest assured that we are working diligently to complete the necessary checks and aim to reinstate your account at the earliest opportunity.

If you are a new user and need to create a new account for a specific cryptocurrency, follow these steps:

• Go to the dashboard.
• Press the "New Account" button.
• Select the cryptocurrency you want to receive (e.g., Bitcoin - BTC).
• Give a name to this account (e.g., BTC Account) and press the "Add Account" button.
• Navigate to "All Accounts" and select the specific account (e.g., BTC Account) based on the currency you want to deposit.
• Press the "Add Funds" button and then "Crypto Transfer."
• Scan the QR code with the app you are sending from or copy the BTC wallet key and paste it into the sending app.
• Double-check the accuracy of the key. Once the transaction is made, there is no way to reverse it.
  
  Ensure a secure and accurate transfer by following these steps for crypto deposits.

No, international money transfers are not supported. Transfers can only be made between Wickie accounts.

Your transaction may be pending due to network processing times. The speed at which transactions are confirmed can vary based on network congestion and demand. Cryptocurrency transactions, in particular, are subject to confirmation by the blockchain network, which may experience delays during peak times. Rest assured, your transaction will be processed as soon as the network clears. You can check the transaction status on the platform or blockchain explorer for real-time updates. If the delay persists, reach out to our support team for assistance.

Limits depend on destination country and currency. Most currencies have no transfer limits. We’ll show you any exceptions in-app before you send money.  

Worried about sending a high amount? When you send a high amount, we might need additional time to perform extra checks. However, there’s nothing to worry about. You can send larger sums of money in the same way you would with smaller amounts.

Absolutely! To withdraw funds, first, decide whether you want to withdraw in cryptocurrencies or Euros. Press “Payments & Transfers”, then navigate to the corresponding button – “Crypto” or “European”. Follow the required steps in the selected section to initiate and complete your withdrawal seamlessly.

To withdraw Euros from your Wickie account, follow these simple steps:

• Go to “Payments and Transfers”.
• Choose “European”.
• Enter the amount of Euros you wish to withdraw.
• Enter bank details where you want to receive the Euro withdrawal.
• Add a description for the transaction to help you identify it later.
• Review the details, and if everything is accurate, confirm the withdrawal transaction.
• Euro withdrawals may take varying amounts of time based on banking processes.
• Monitor the transaction status in your Wickie account for real-time updates.

Always ensure that the bank details are correct to avoid any issues with the withdrawal. If you encounter any difficulties, feel free to reach out to our support team for assistance.

If you believe you've been scammed or your account may be at risk, it is recommended that you:

• Immediately end any type of communication with the suspect/scammer.
• Contact all financial institution(s) involved.
• Report the incident to the police.

To report a transaction:

• Go to Payments & Transfers and press the “History” button.
• Find the transaction you would like to report, press on it and copy the transaction ID.
• Send us the report with the transaction ID.

We comply with relevant global financial regulations. And work closely with Lithuanian regulatory authorities to ensure a secure and compliant environment for our users.

Having a comprehensive set of FAQs on the first page can assist new users in understanding the platform, building trust, and navigating the registration process more confidently.

The maximum time without activity in the Backoffice can be 10 min according to PCI DSS (Payment Card Industry Data Security Standard)

Phishing is an online scam where criminals attempt to deceive you by sending fake messages, posing as entities such as couriers, energy providers, government entities, or even pretending to be employees of reputable organizations like Wickie. Their goal is to trick you into revealing sensitive information like passwords, PINs, or card numbers.

• Pay extra attention to email or SMS notifications.
• If unsure about the sender's authenticity, refrain from replying.
• Double-check all details before making any payments.
• Be vigilant for spelling or grammar mistakes in the messages.
• Avoid making hasty decisions; think twice before taking any actions.
• Contact the relevant institution to verify the source of the message.
• Report any suspected scams promptly.

Remember, staying informed and cautious is crucial in protecting yourself from phishing attempts. If you ever doubt the legitimacy of a message, reach out to the organization directly using trusted contact information. Report any scams to help create a safer online environment for everyone.

Fraudsters employ phone calls or text messages, pretending to be Wickie Customer Support, the Wickie Fraud Team, energy providers, or even government entities. They can manipulate phone numbers to make it seem like the call is from Wickie. Stay alert!

• Exercise caution before making decisions about fund transfers.
• Wickie will never ask you to download additional applications; the official app is sufficient. If a caller insists on another app, end the call.
• Avoid logging into your Wickie account as requested by a caller unless you initiated the call and verified their identity using your account details.
• Never share account information with an unknown caller.
• Always contact Customer Support of the alleged entity before taking any action, ensuring the claims are accurate.

If you encounter a suspicious call, report it promptly to help protect yourself and others from scams. Stay vigilant and prioritize your account security!

Scammers are contacting Wickie clients after online purchases, sending fake SMS from supposed couriers. They request an additional small payment to receive the order.

• Double-check with the courier to verify the legitimacy of the SMS.
• Search the phone number on Google to confirm its association with the courier.
• Verify the email address on the courier's official website or compare it with previous legitimate emails.
• If in doubt, report the scam and contact the courier directly for confirmation.

Stay vigilant and question unexpected payment requests to protect yourself from potential scams. Report any suspicious activity promptly!

Scammers are targeting Wickie customers who sell items on Marketplace Platforms like Vinted, Facebook, Ebay, and OLX.

Exercise caution on Marketplace websites, as they are susceptible to scams.

Never input card details in links from unknown persons; use secure methods like IBAN or Account number and Sort code for receiving payments.

Customize card security settings based on transaction needs. Enable 'Online Transactions' only when necessary.

If you detect unauthorized transactions, immediately contact our customer support.

Stay vigilant and protect yourself from potential scams when engaging in online marketplace transactions!

Fraudsters are attempting to convince Wickie clients to invest in fake funds or fake opportunities through social media platforms or email.

• Seek advice before investing; consult with a disinterested third party like a stockbroker, attorney, or accountant.
• Use trustworthy companies; check FCA (Financial Conduct Authority) for reliable options and scam advice.
• Verify the investment company's website for professionalism, contact details, and positive reviews.
• Confirm if the investment is registered in official records in your country.
• Be wary of promises of high returns and quick profits; scammers often promise high returns with minimal risk.
• Stay cautious of high-pressure sales tactics; take time to assess the situation.
• Be cautious of unsolicited investment offers; they could be scams.