Embleme
Menu

Welcome to CFPS Help Centre

How can we help you?

Glossary

Important terms and definitions you need to know

What is the European Economic Area?

The European Economic Area (EEA) is a free trade zone that consists of the member countries of the European Union (EU) and three countries of the European Free Trade Association (EFTA), particularly Iceland, Lichtenstein, and Norway. Currently only a resident of an EEA country can open a CFPS account.

What is an electronic money institution?

An electronic money institution (EMI) is a financial institution that facilitates digital payments for their customers. These institutions are licensed by relevant authorities to store and transfer electronic money. EMIs offer a wide range of payment solutions such as e-money accounts, virtual and physical debit cards, and domestic and international money transfers.

CFPS offers a free euro account and virtual and physical Mastercard® debit cards issued by Unlimit, an electronic money institution licensed by the Bank of Cyprus.

What is Know Your Customer (KYC)?

Know Your Customer (KYC) is a mandatory process of verifying the customer’s identity when opening an account. In other words, banks and electronic money institutions must make sure that their customers are who they claim to be. The main purpose of KYC is to prevent fraud, identity theft, and money laundering.

The KYC verification at CFPS is simplified as we require only two documents to confirm our customer’s identity: an EEA country government-issued ID (including temporary or permanent residence permit) and proof of address.

What is an IBAN account?

IBAN, or International Bank Account Number, is a unique code assigned to your account to verify transaction details before sending funds to a foreign bank. It contains up to 34 letters and digits and consists of several sections, each conveying important information about your account to banks. CFPS accounts are issued by Unlimit, an electronic money institution registered in the Republic of Cyprus. Therefore, all our accounts have a Cypriot IBAN (CY).

What is a virtual card?

A virtual card is an electronic equivalent of a physical debit card that is issued and stored in the mobile app on your phone. The virtual card has its own unique 16-digit card number, 3-digit CVV code and expiry date – just like physical cards. The virtual card can be used to pay not only online, but also in physical stores using Google Pay and Apple Pay.

Your free CFPS virtual card is created in your CFPS app with a few taps and can be added to your Apple Pay or Google Pay wallet. We don’t charge any monthly or maintenance fees and allow you to block and reissue your virtual card up to 3 times per month for extra security.

What is a prepaid debit card?

A prepaid debit card is a plastic or metal payment card that is not tied to a bank or e-money account and is topped up by the cardholder via an online payment transfer or by loading cash at an ATM. With a prepaid debit card, you cannot go overdrawn because its spending limit depends exclusively on the available funds.

CFPS provides prepaid Mastercard® debit cards with no maintenance fees and free delivery. Your debit card can be topped from your CFPS account instantly and free of charge. If you decide to block or close your card, all the remaining funds will be transferred to your account automatically.

What is a SEPA transfer?

SEPA stands for the Single Euro Payments Area, and a SEPA transfer is a type of electronic payment used to transfer funds between bank or e-money accounts in the eurozone. SEPA was established to simplify and standardise euro-denominated electronic payments within this area, making cross-border transfers as easy as domestic ones. The SEPA zone includes 36 member states and covers most of Europe.

CFPS offers quick SEPA transfers delivered on the same or next business day at a low flat fee of €0.50 per transaction. Incoming SEPA transfers are free of charge for all CFPS users.

What is a SWIFT transfer?

A SWIFT transfer is a method of transferring money electronically across international borders. SWIFT stands for the Society for Worldwide Interbank Financial Telecommunication, which is a global messaging network used by banks and other financial institutions to securely and quickly exchange information and instructions related to financial transactions.

As SWIFT transfers are delivered through intermediaries rather than directly from bank to bank, they can be relatively costly and can take a few business days. CFPS strives to provide SWIFT payments at the lowest rate and within the shortest time possible – typically from 3 to 5 business days.

What is 3D Secure?

3D secure is a security protocol designed to add an extra layer of protection for online card transactions. It helps prevent unauthorised use of credit and debit cards for online purchases and reduce the risk of card-not-present fraud.

The 3D Secure process typically involves the following steps:

  1. Initiation: When a cardholder makes an online purchase, the 3D Secure process may be triggered. This is often indicated by a pop-up window or redirection to a secure page during the checkout process.
  2. Authentication: The cardholder is prompted to enter a one-time password (OTP), often sent to their mobile phone or email, to verify their identity. Alternatively, some systems use biometric authentication such as fingerprints or facial recognition.
  3. Authorisation: Once the cardholder’s identity is verified, the card issuer sends an authentication result back to the merchant, indicating whether the transaction can proceed.

The 3D secure feature is currently under development at CFPS and will soon be implemented for both virtual and physical cards.

What is a static password?

A static password is a type of password that remains constant until the user decides to change it manually. When making online purchases, a static password is typically used as a method of authentication and verification to ensure that the person making the purchase is the legitimate owner of the debit card or account being used for the transaction.

We give our users an opportunity to set a static password for their virtual and/or physical card right in their CFPS app and shop online with peace of mind.

What is two-factor authentication?

Two-factor authentication (2FA) is a security process in which a user is required to provide two different authentication factors to gain access to an app or account. The primary purpose of 2FA is to add an extra layer of security to the authentication process, making it more difficult for unauthorised individuals to access your account even if they have your password.

The two factors used in 2FA are typically categorised as follows:

  1. Something you know: This is usually a password or a passcode. It’s a piece of information that only the user should know.
  2. Something you have: This is a physical item or device that the user possesses. It can include a smartphone, a security token, a smart card, or a biometric identifier like a fingerprint or facial recognition.

To complete the two-factor authentication process, the user typically first enters their password (something they know). After that, they are required to provide the second factor, which could involve receiving a code on their smartphone (something they have) via a text message, a mobile app, or an authentication token generator. The user must then enter this code to gain access.

CFPS uses 2FA to protect your account from unauthorised access.

What is biometric authentication?

Biometric authentication is a security process that uses an individual’s unique physical or behavioural characteristics to verify their identity. Unlike traditional authentication methods such as passwords or passcodes, which rely on something the user knows, biometric authentication relies on something the user is. There are multiple biometric authentication methods, of which CFPS uses the following:

  1. Fingerprint recognition: This involves scanning and comparing the unique patterns of ridges and valleys on a person’s fingertip.
  2. Face recognition: Facial recognition technology uses facial features such as the distance between the eyes, nose shape, and other facial landmarks to identify individuals.

Getting started

How to register in the app and set up your free account

Where is CFPS available?

Currently you can open a CFPS account if you reside in the European Economic Area (EEA) and if you have a valid document to verify your identity. The EEA countries include:

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Iceland
  • Ireland
  • Italy
  • Latvia
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden

Although we are not available everywhere yet, we strive to expand our reach and provide easy access to financial services for people around the world. Keep an eye out for the updates on our social media or join our waitlist by filling in and submitting the form on our Contact page and be the first to know when we start operating in your country.

How can I open an account?

You can set up your CFPS account online, without going to a branch. To start, download our app from the Apple Store or Google Play.

To sign up, you’ll need to verify your email address and phone number, fill in all the required fields and take photos of your ID document and proof of address.

After filling in all the fields and submitting your documents, you’ll have to wait a little while for your identity to be confirmed. In case of successful verification, you will receive an email with a notification to the email address you used to register.

Keep in mind that you should be a resident of the EEA to open an account.

Why do I need to verify my identity?

You need to verify your identity as part of the KYC (Know Your Customer) process applied as an anti-fraud and anti-money laundering measure. KYC is mandatory for all registered banks and e-money institutions, and each of our customers has to pass KYC verification to open and use an account.

What documents are required to open an account?

To open a CFPS account, you’ll need your passport (or your ID card) and proof of address.

If you are a citizen of a country outside the EEA, but you reside in the EEA, you need to provide a temporary or permanent residence permit along with your ID document. Your ID document and residence permit should be valid for at least one month after the present date.

The documents that can be used as proof of address:

  • Bank statement, mortgage statement or credit card statement issued by a bank (6 months or less old);
  • Utility bill for electricity, gas, water supply, home Internet, cable TV, or landline telephone (6 months or less old);
  • Tax bill, valid for 1 year;
  • Any government-issued correspondence;
  • Current lease agreement that has both your and landlord’s signatures.

Which documents can I use to verify my identity?

You can verify your identity with a government-issued passport or ID card valid for at least one month after the present date. If you are not a national of any EEA country, but you have a residence permit, you should provide it along with your ID document to open an account.

When taking a photo, please note that:

  • The information on the document must be clearly legible;
  • All corners of the document should be within the frame visible.

I am a non-EEA national, but reside in an EEA country. How can I prove my identity?

When you are asked to select your ID document issuing country during the registration in the app, choose the EEA country you currently reside in, scan your national passport, and then submit your residence permit to confirm your EEA residence.

What can I use as proof of address?

The document used as proof of address must contain your current residential address and be clearly dated as some documents should not be older than 6 months. You can provide one of the following documents:

  • Bank statement, mortgage statement or credit card statement issued by a bank (6 months or less old);
  • Utility bill for electricity, gas, water supply, home Internet, cable TV, or landline telephone (6 months or less old);
  • Tax bill, valid for 1 year;
  • Any government-issued correspondence;
  • Current lease agreement that has both your and landlord’s signatures.

We don’t accept:

  • Screenshots;
  • Mobile phone bills;
  • Medical bills;
  • Receipts for purchases;
  • Insurance statements.

Please note that:

  • The document must be no older than 6 months, except the lease agreement, and must be printed on an official form;
  • The document must contain your full name (the same as on your ID document);
  • When taking a photo, make sure that the address, date of issue, and all corners of the document are within the frame;
  • The document cannot be the same as your ID document;
  • We accept both photos of paper documents and uploaded electronic documents in PDF.

What should I do if my ID scan is not accepted?

Please check that you selected the correct document type and country. We accept passports and ID cards issued in the European Economic Area (EEA). If your passport is issued outside the EEA, choose the EEA country you currently reside in, scan your passport, and have your residence permit at hand to confirm your EEA residence.

You might be taking a photo of your ID in bad lighting, so your data is illegible. Please try again and make sure that all the information is easy to read, and all corners of the document are fully visible in your photo.

What is a selfie check and how to pass it?

Liveness verification confirms that the documents are submitted by their owner rather than an imposter.

To complete the verification, look straight into the camera and wait for a few seconds. Please try to keep your face within the frame throughout the process.

I have submitted all the documents, what’s next?

Once you’ve submitted all the required documents, all you have to do is to wait for them to be verified. The KYC check may take from 20 minutes to 24 hours. As soon as you pass it successfully, we’ll notify you about it via email, and you’ll be able to start using your CFPS account and get your free virtual card.

What is Know Your Customer (KYC)?

Know Your Customer (KYC) is a mandatory process of verifying the customer’s identity when opening an account. In other words, banks and electronic money institutions must make sure that their customers are who they claim to be. The main purpose of KYC is to prevent fraud, identity theft, and money laundering.

Please be patient when submitting the required documents and try again if something goes wrong. Make sure all the information in your document photos is easy to read. We’ll notify you once the KYC check is completed via email. Remember that it helps us keep your money safe from fraud.

How long does KYC verification take?

The KYC verification process usually takes about 20 minutes, but in some cases it may take up to 24 hours. Please be patient. We’ll notify you about the end of the process via email.

Why was my KYC rejected?

We’ve done our best to create a frictionless KYC verification process. However, your documents can still get rejected for the following reasons:

  • Poor-quality photos or bad lighting. Please try again and make sure that all corners of the documents are within the camera frame, and all the information is clearly and fully visible in the photos.
  • Your ID document has expired, is not dated, or is not valid. Please make sure that you submit an EEA government-issued ID such as a passport or ID card, which is valid for at least one month after the present date. If your passport is issued outside the EEA, scan your passport and then provide your residence permit to confirm your EEA residence.
  • Your proof of address has expired, is not dated, or is not valid. Please provide one of the following documents as your proof of address:
    • Bank statement (3 months or less old);
    • Utility bill for electricity, gas, water supply, Internet, cable TV, house phone line (3 months or less old);
    • Tax return or tax invoice;
    • Government-issued certificate of residence.

As long as you follow the above instructions precisely, your KYC verification should be successful. However, if you are sure that your documents are in perfect order but still get rejected, please contact the support team. Please note that CFPS has the right to refuse or revoke registration without providing reasons for that.

Step-by-Step Guide for Identity Verification in KYC Process

In today’s global economy, protecting against financial crimes like fraud and money laundering is crucial. This is where Know Your Customer (KYC) steps in. KYC is a set of rules that financial institutions follow to verify and understand their customers. It’s not just paperwork; it’s a powerful tool to keep our financial systems safe and secure.

This guide will walk you through the steps of verifying your identity as part of the KYC process. By providing accurate and unaltered documents, you’re not just meeting a requirement; you’re actively contributing to a safer and more transparent financial world. Let’s get started on making your financial transactions secure and hassle-free.

Step 1: Gather required documents

To get your identity verified, you’ll need the following documents and information:

  • Passport or ID card (valid for at least one month after the present date).
  • Temporary or permanent residence permit (if applicable).
  • Proof of address document (PoA).
  • Taxpayer Identification Number (TIN).

Please note that currently you can open a CFPS account only if you reside in the European Economic Area (EEA). Although we are not available everywhere yet, we strive to expand our reach and provide easy access to financial services for people around the world.

Step 2: Capture your ID document

First of all, choose your country of residence and the appropriate document type for verification. You can verify your identity with a government-issued passport or ID card valid for at least one month after the present date. If you are not a national of any EEA country, but you have a residence permit, you should provide it along with your ID document to open an account.

Once you’ve prepared your ID document, make sure it is undamaged, unstained, and unscratched. Now you’re ready to take a photo of your ID. Follow these simple rules to capture a clear, high quality image that will be accepted and successfully verified:

  • Clear the camera lens before capturing the image.
  • Focus the camera properly on the document.
  • Avoid taking photos in the presence of glare.
  • Ensure visibility of full name, date of birth, MRZ (Machine Readable Zone), document number, and your photo.
  • Make sure all four corners of the document are visible.
  • Screenshots and electronic documents are not acceptable.

After taking the photo, check that all the information on your ID is visible and legible, and submit the scan. If you have any doubts, retake the photo.

Step 3: Submit your proof of address (PoA)

The document used as proof of address must contain your current residential address in the EEA country and be clearly dated as some documents should not be older than 6 months. You can provide one of the following documents:

  • Tax bill, valid for 1 year.
  • Mortgage statement.
  • Certificate of voter registration.
  • Correspondence with a government authority regarding the receipt of benefits such as a pension, unemployment benefits, housing benefits, etc.
  • Cable bill (but not from satellite TV companies).
  • Landline telephone bill.
  • Bank statement showing the date of issue and the name of the person (the document must be not older than 6 months).
  • Utility bill for gas, electricity, water, internet, etc. linked to the property (the document must not be older than 6 months).
  • A lease agreement that is current and has the signatures of the landlord and the tenant.
  • Credit card statement issued by a bank.
  • Letter from a recognised public authority or public servant (any government-issued correspondence not older than 6 months).
  • Employer’s certificate for PoA.

We don’t accept:

  • Old government-issued correspondence (older than 6 months).
  • Old bank statements (older than 6 months).
  • Old utility bill linked to the property (older than 6 months).
  • Pension statements.
  • Insurance policies.
  • Mobile phone bills.
  • Medical bills.
  • Receipts for purchases.
  • Insurance statements.

Important notes:

  • The document must be printed on an official form.
  • The document must contain your full name (the same as on your ID document).
  • The document cannot be the same as your ID document.
  • We accept both photos of paper documents and uploaded electronic documents in PDF.

When taking a photo, make sure that the address, date of issue, and all corners of the document are within the frame. Once done, check that all the information on your PoA is visible and legible, and submit the scan. If you have any doubts, retake the photo.

Step 4: Provide your Taxpayer Identification Number (TIN)

A tax or taxpayer identification number (TIN) is a unique alphanumeric code assigned to individuals for tax purposes.

Depending on the issuing country, the TIN can be found on various documents such as income tax returns, payslips, or correspondence from tax authorities. You can also obtain your TIN by contacting your local tax office or accessing online tax portals provided by government agencies.

Here is a list of some common TINs:

  • Germany: Steueridentifikationsnummer
  • France: Numéro Fiscal de Référence (NIF)
  • Spain: Número de Identificación Fiscal (NIF) / Número de Identidad de Extranjero (NIE)
  • Italy: Codice Fiscale (CF)
  • Sweden: Personnummer
  • Portugal: Número de Identificação Fiscal (NIF)

If you are not sure what your TIN is or where to find it, please contact your local tax authority.

Step 5: Submit additional documents (if needed)

If additional information or documents, e.g. your residence permit, are requested, promptly provide the necessary details.

Step 6: All done!

Once you’ve submitted all the required documents, all you have to do is to wait for them to be verified. Keep in mind that your identity check may take from 20 minutes to 24 hours. As soon as you pass it successfully, we’ll notify you about it via email, and you’ll be able to start using your CFPS account and get your free virtual card.

Account

How to use your CFPS account

When can I start using my CFPS account?

Once your account has been opened, you can start using it right away! Top it up and get your free virtual card to start shopping immediately, while you wait for your plastic card to arrive in your mailbox.

How can I top up my account?

To add money to your CFPS account, follow a few simple steps:

  1. Open the CFPS app on your phone
  2. Tap the Add funds button on the home screen
  3. Copy your account details and use them to make a SEPA or SWIFT transfer from your other bank account.

You can also top up your account by transferring money from your PayPal account, by requesting a payment from your friends within or outside the CFPS community, or by getting your salary paid into your account.

Where can I find my account details?

You can find your account details by tapping the Add funds button on the home screen of your CFPS app.

Alternatively, you can tap on your virtual card if you have already ordered it and then select “Show account info”.

You can also check the details in your account statements if you have requested or downloaded any in the app.

What currency is my account in?

We provide our users with a euro IBAN account.

What are the limits on my account?

We don’t set limits on your account. However, depending on your country of residence there may be limits applied to your account according to the local rules and regulations.

How can I check my account balance?

Your account balance is always displayed on the home screen of your CFPS app.

Where can I find my account history?

Your latest transactions are always displayed on the home screen of your CFPS app. To see the transaction history for a specific card or account, tap “See all” and then choose “Account”, “Virtual card” or “Euro card” in the dropdown list. You can also select any period to check how much you spent and what on during that time.

Why is my transaction not displayed in the history?

If you make a transaction on a weekend or holiday, it may appear in your account history a little bit later. Wait for 1 or 2 days and check again.

IBAN of which country is assigned to my account?

CFPS accounts and cards are issued by Unlimit, an electronic money institution registered in the Republic of Cyprus. Therefore, all accounts have a Cypriot IBAN (CY).

Can I change my account number?

No, you cannot change your account number.

What fees are applied to my CFPS account?

Your CFPS account is free. We don’t charge any monthly or maintenance fees as long as you use your account. The account dormancy fee is €3.10 per month starting from the 5th month of inactivity.

Is there a fee charged for my purchases made in currencies other than the euro?

If you make purchases and payments in other currencies in one of the EEA countries where the euro is not the official currency, a 3% fee is applied to your transaction.

For non-euro payments outside the EEA, we charge a flat fee of €0.60 plus 1% of the transaction amount.

How can I close my account?

We’ll be sorry to see you go! Before closing your account, please contact our Customer Support to see if there’s anything we can help you with.

If you’d still like to close your account, you can do this in your CFPS app.

  1. Open your CFPS app and go to the Profile screen;
  2. Tap on Account;
  3. Select Close account and follow the instructions.

Please note that we may apply a monthly maintenance fee to the closed account with remaining balance, so make sure you withdraw or transfer all your money before you close the account. The fee is charged starting from the month following the month of account closure.

Can I use my card if the account is closed?

No, you cannot use your virtual and physical debit cards with the account closed.

Why have you blocked my account?

We understand that it can be frustrating, but if we’ve blocked your account, we had a very good reason for that, and we cannot always share the information with you.

As we at CFPS provide financial services, we have to follow strict rules and regulations. If we think that your account doesn’t meet the requirements, we may need to block or close it. You can learn more about this in our Terms and Conditions.

If we’ve blocked your account, you won’t be able to log into your CFPS app, make and receive payments, or use your CFPS cards. If this happens, we’ll notify you immediately via email and let you know what to do next.

To help us resolve this issue as quickly as possible, please be supportive:

  • Look out for any emails from us explaining your next steps;
  • Answer any questions we ask in details and as soon as you can;
  • Send any requested supporting documents to us promptly.

We’ll do our best to unblock your account and restore your access to your funds and cards.

How can I get an account statement?

Your account statement is available right in the app. Select your virtual or euro card on the home screen and tap on Statement. Then choose the desired account and statement period and download your PDF file.

What should I do if companies don’t accept my IBAN?

Your IBAN should be accepted everywhere in the Single Euro Payments Area (SEPA) according to Article 9 of Regulation (EU) No. 260/2012.

This means you can always use your IBAN to receive a salary or to send and get money transfers within SEPA. If you have a problem with your IBAN acceptance, e.g. your employer only wants an IBAN of your country of residence, try the following options:

  • Inform your employer that your IBAN must be accepted under EU law;
  • Contact your relevant national authorities and provide them with all the details of the incident, including the name of the company that refuses to accept your IBAN.

Cards

How to get and use your virtual and physical cards

How can I order my first card?

After your account has been successfully opened, it’s time to get your card.

We offer 2 types of cards that can be used for your online and in-store purchases, as well as added to your Apple Pay or Google Pay wallet:

  • Virtual Mastercard® debit card: it can’t be lost or stolen!
  • Physical Mastercard® debit card with no monthly fees and free delivery.

To get your virtual or physical debit card, follow these steps:

  1. Go to your CFPS app and top up your account;
  2. Tap Open card on the Home screen;
  3. Select the card you’d like to receive;
  4. Tap “Order”;
  5. Confirm your address if you’ve chosen a physical card.

Your virtual card will be created immediately, so you can start using it right away. Your physical card will be shipped to you free of charge in 10 to 20 business days depending on the location.

What is a virtual card?

Our free virtual card will help you manage your money easier and safer.

It is created in your CFPS app with a few taps and can be added to your Apple Pay or Google Pay wallet. It has its own card credentials such as a 16-digit card number, CVV code, and expiry date, which are different from your physical card details. This provides an additional layer of security for your card payments.

With your virtual card, you can:

  • Make online purchases;
  • Shop in-store via Apple Pay or Google Pay;
  • Get SMS notifications when you make a transaction;
  • Block your card instantly right in the app.

How can I get a virtual card?

You can get your virtual card with a few taps in your CFPS app:

  1. Open your CFPS app and tap Open card”;
  2. Select the Virtual debit card option to create your card;
  3. Tap “Order” and wait a few seconds;
  4. Done!

Now you can start shopping online or link your virtual card to Apple Pay or Google Pay for offline purchases.

How can I close my virtual card?

For your security and peace of mind, we let you block your virtual card at any time in your CFPS app. To do that, follow these steps:

  1. Open your CFPS app and tap your virtual card on the Home screen;
  2. Select Block card and confirm;
  3. Your virtual card will be blocked immediately.

All the money on your virtual card balance will be transferred to your CFPS account automatically. Once you’ve blocked your virtual card, you won’t be able to use it again. However, you can get a new virtual card for free (up to 3 times per month per user).

How can I activate my physical card?

To activate your physical card, simply follow these steps:

  1. Open your CFPS app and tap “Card activation” on the Home screen.
  2. Tap the Activate card button.
  3. Enter the one-time code that we’ll send to your phone number.
  4. That’s it! Your card is activated and ready for use.

If you have any issues with your card activation, please contact our support team.

How can I top up my card?

To add money to your virtual or physical debit card, you can use one of the following options:

  • Top it up from your CFPS account or another CFPS card. To do that, open your CFPS app, go to the Payments screen, and select the Between own accounts option. After that, choose where you want to send your money from, select the card you want to top up, enter the desired amount, and confirm the payment.
  • Make a SEPA or SWIFT transfer from your other bank account. To do that, open your CFPS app, select the desired card and tap the Add funds button. Then copy your card account details and use them to make a payment.
  • Use an ATM to top up your card with cash. Please note that you need an NFC-enabled ATM to top up your virtual card.

All incoming transactions are free for both your account and debit cards. All transfers between CFPS users are also free of charge.

Where can I use my card?

All our cards are powered by Mastercard®, which means that you can use them wherever Mastercard® is accepted!

Your cards can be used to shop in-store, make online purchases, and withdraw cash at ATMs. If you prefer contactless payments, you can also add your virtual and/or physical debit card to Apple Pay or Google Pay.

What should I do if my card gets stuck in an ATM?

First of all, contact the ATM provider using the contact information indicated on the ATM. It is unlikely though that you’ll receive your card back as ATM companies are generally not allowed to return cards for security reasons. If this is the case, we recommend you to immediately block your card and request a replacement.

You can block your card in the app by following these steps:

  1. Tap Euro card on the Home screen;
  2. Select Block card and confirm;
  3. Your physical card will be blocked immediately.

If your card has been captured by an ATM, and you don’t have access to your CFPS app, email us at [email protected].

Once you’ve blocked your physical card, you won’t be able to use it again. All the money on your physical card balance will be transferred to your CFPS account automatically.

To get a replacement card, follow the same steps as when you ordered your first card:

  1. Go to your CFPS app;
  2. Tap Open card on the Home screen;
  3. Select the card you’d like to receive;
  4. Tap “Order”;
  5. Confirm your address.

You can see any fees you may need to pay for your replacement card on our Pricing page.

When will I receive my card?

Once you’ve signed up and ordered your physical card, it is set for production and prepared for the delivery. The delivery time may vary depending on your location, but it should not exceed 20 business days.

Please note that we cannot guarantee a specific delivery date as the card is delivered by regular mail. If you haven’t received your card on time, we recommend that you wait a few more days and then contact our support team.

What should I do if I don’t receive my card?

If you haven’t received your card in 20 business days after your order, we advise you to:

  • Check that your name is on your mailbox;
  • Wait a few more days after the estimated delivery date;
  • Double-check your mailbox and try to find out if your neighbour hasn’t received your card on your behalf;
  • If you still haven’t received your card, contact our support team. We will send you a new card and block the previous one.

If the first card arrives at some point after you ordered the second one, you won’t be able to use it. You can distinguish the cards by the last 4 digits of the card number indicated on your card and in the app. After we send a new card, the number in the app will change.

What should I do if my card is lost or stolen?

We recommend that you block your card immediately in your CFPS app. After that, we’ll cancel all card transactions that come to us.

You can block your card in the app by following these steps:

  1. Tap Euro card on the Home screen;
  2. Select Block card and confirm;
  3. Your physical card will be blocked immediately.

If your card has been lost or stolen, and you don’t have access to your CFPS app, email us at [email protected].

Once you’ve blocked your physical card, you won’t be able to use it again. All the money on your physical card balance will be transferred to your CFPS account automatically.

To get a replacement card, follow the same steps as when you ordered your first card:

  1. Go to your CFPS app;
  2. Tap “Open card” on the Home screen;
  3. Select the card you’d like to receive;
  4. Tap “Order”;
  5. Confirm your address.

You can see any fees you may need to pay for your replacement card on our Pricing page.

How can I close my plastic card?

You can close your physical card by following these steps:

  1. Tap Euro card on the Home screen;
  2. Select Block card and confirm;
  3. Your physical card will be blocked immediately.

Once you’ve blocked your physical card, you won’t be able to use it again. All the money on your physical card balance will be transferred to your CFPS account automatically.

To get a replacement card, follow the same steps as when you ordered your first card:

  1. Go to your CFPS app;
  2. Tap “Open card” on the Home screen;
  3. Select the card you’d like to receive;
  4. Tap “Order”;
  5. Confirm your address.

You can see any fees you may need to pay for your replacement card on our Pricing page.

How can I block my plastic card?

You can block your physical card by following these steps:

  1. Tap Euro card on the Home screen;
  2. Select Block card and confirm;
  3. Your physical card will be blocked immediately.

Once you’ve blocked your physical card, you won’t be able to use it again. All the money on your physical card balance will be transferred to your CFPS account automatically.

To get a replacement card, follow the same steps as when you ordered your first card:

  1. Go to your CFPS app;
  2. Tap “Open card” on the Home screen;
  3. Select the card you’d like to receive;
  4. Tap “Order”;
  5. Confirm your address.

You can see any fees you may need to pay for your replacement card on our Pricing page.

How can I see, set up or change my card PIN?

To set up your card PIN, follow these steps:

  • Open your CFPS app and tap Euro card or Virtual card on the Home screen;
  • Select the Card PIN option;
  • Tap the Generate PIN button;
  • We’ll send you your PIN via SMS.

To change your PIN, repeat the steps above.

We don’t store your card PIN. You can see it in the SMS sent by us at the setting up stage, or generate a new one if the SMS has been deleted.

Remember that the PIN is only used for in-store (card present) payments and cash withdrawals.

What should I do if I forget my PIN?

We don’t store your card PIN. You can check it in the SMS sent by us at the PIN setting up stage, or generate a new one if the SMS has been deleted.

To set up a new PIN:

    • Open your CFPS app and tap Euro card or Virtual card on the Home screen;
    • Select the Card PIN option;
    • Tap the Generate PIN button;
    • We’ll send you your PIN via SMS.

You only need your PIN for in-store (card present) payments and cash withdrawals.

Where can I find my card details to make online purchases?

You can easily access your CFPS card details in your app to make online payments. Just open the app, tap the card you need, and select Show card details. After that, you’ll see the following information:

  1. Card number;
  2. Cardholder;
  3. Expiry date;
  4. CVC.

Why has a card transaction been declined?

Some of the reasons for declined transactions include:

  • Insufficient funds. You can check your account or card balance on the Home screen of your CFPS app;
  • Incorrect PIN. If you forgot your PIN, open your CFPS app, tap Euro card, select the Card PIN option, and generate a new PIN for your card, which will be send to your phone number via SMS;
  • Incorrect card details such as your card number, cardholder name, expiry date, or CVC. Check the required information on the Show card details screen in your CFPS app;
  • Blocked or expired card. Once you’ve blocked your physical or virtual card, you cannot use it again;
  • Contactless payment as your first card transaction. You need to dip your card into a POS terminal or ATM and enter your PIN for your first transaction.

Why is my card blocked and how can I unblock it?

You card might be blocked for a few reasons:

Incorrect PIN

If you enter a wrong PIN 3 times, your card will be blocked. To unblock your card, contact our support team.

Previously blocked or expired

You might have previously blocked your card and forgotten about it. You cannot use your blocked card again, so you need to order a replacement card in the app. If your card has expired, you can’t use it either. Please order a new card to replace the expired one.

Suspicious transactions

We can possibly detect suspicious activity on your card and block it to protect your account. To unblock your card, contact our support team.

Compliance

Your card has been blocked along with your account for compliance reasons. Some reasons for this might be a failed compliance check or a non-wage garnishment. Contact our support team to find out the exact reason and what you should do next.

How can I manage my card settings?

The following card management settings are currently available in your CFPS app:

  1. Block Card: You can block your virtual or physical card permanently using this option. To be used again, your card should be reissued.
  2. Card PIN: You can set up or change the PIN for your virtual and physical card.
  3. Set Static Password: A static password serves as an additional security measure for online purchases. We recommend setting it up before making online payments.

You can access all your card settings by tapping on the corresponding card on the Home screen of your CFPS app.

How can I add my CFPS card to Apple Pay?

To add your CFPS card to the Apple Pay wallet:

  • Go to your Apple Pay wallet and tap “+”;
  • Choose the desired card type and tap “Enter card details manually” at the bottom;
  • Go to your CFPS app and tap your card on the Home screen;
  • Tap “Show card details”;
  • Copy your card number, expiry date, and CVV code;
  • Paste your card details in your Apple Pay wallet;
  • Read and accept the Terms and Conditions;
  • Validate your card with the security code via SMS;
  • Now you’re all set to make payments via Apple Pay.

If your card has been reissued with new card details, add it to your Apple Pay wallet following the instructions above.

How can I add my CFPS card to Google Pay?

To add your CFPS card to the Google Pay wallet:

  • Go to your Google Pay wallet and tap “Add to wallet” at the bottom right corner;
  • Select “Payment card” and tap “New credit or debit card”;
  • Tap “Enter card details manually” at the bottom;
  • Go to your CFPS app and tap your card on the Home screen;
  • Tap “Show card details”;
  • Copy your card number, expiry date, and CVV code;
  • Paste your card details in your Google Pay wallet;
  • Read and accept the Terms and Conditions;
  • Validate your card with the security code via SMS;
  • Now you’re all set to make payments via Google Pay.

If your card has been reissued with new card details, add it to your Google Pay wallet following the instructions above.

What fees are applied to my card?

We don’t charge any monthly or maintenance fees even if you don’t use your cards, although it makes us sad. Your virtual card is always free no matter how many times you reissue it, but you can do that no more than 3 times a month. If you reissue your lost or stolen plastic card, it’ll cost you €10.

Additionally, we charge €2 for cash withdrawals at ATMs in the European Economic Area (EEA) and €1.75 + 1% of the withdrawal amount at ATMs outside the EEA. The €0.60 + 1% fee is also applied to foreign transactions in countries outside the EEA. To learn more about our fees and limits, please visit our Pricing page.

What’s the exchange rate applied to non-euro transactions?

The exchange rate for non-euro card transactions is determined by Unlimit, our partner that issues CFPS accounts and cards. You can check the current rates on their website.

Can ATMs charge their own fees?

Some ATM providers may charge their own fees, which are typically added to the withdrawal amount. Before confirming your withdrawal, you should be informed by an ATM company whether any additional fees apply, and you should be able to cancel the transaction. Unfortunately, we cannot reject or reverse these fees, so try to find free of charge ATMs whenever possible.

What is the cash withdrawal limit?

The maximum daily amount allowed to withdraw at ATMs is €2,000. The monthly cash withdrawal limit is €5,000. You can find more information about our fees and limits on our Pricing page.

Money transfers

How to transfer money seamlessly with CFPS

How can I transfer money with CFPS?

Currently there are 3 ways to send money using your CFPS app:

  1. Transfers between your CFPS accounts

You can send money from your account to your virtual or physical card and back free of charge. These transfers are usually delivered instantly. To initiate a transfer, tap “Send funds” on the Home screen, choose the Between own accounts option, and follow the instructions.

  1. SEPA transfers

These are cross-border euro transfers available in the European Economic Area (EEA) plus Monaco, San Marino, and Switzerland. To make a SEPA transfer, tap “Send funds” on the Home screen, choose the Within Europe option, and follow the instructions.

  1. SWIFT transfers

CFPS enables outgoing and incoming international money transfers using the SWIFT network. To make a SWIFT transfer, tap “Send funds” on the Home screen, select the Internationally option, and follow the instructions.

How long do money transfers take?

Transfers between your accounts are typically instant, but additional safety measures may lead to some delays. We process these transfers as quickly as possible to make sure our app and your money are safe and secure.

SEPA transfers usually take one business day (except weekends and holidays), but the timing may vary depending on when exactly the transfer is made. While we currently don’t support instant SEPA transfers, your money still lands in the recipient’s account within at most two business days.

SWIFT transfers can take from 3 to 5 business days to land in the recipient’s account because they are not direct transfers between banks or electronic money institutions like SEPA transfers. SWIFT transfers are sent from one intermediary bank to another until they reach the recipient bank or electronic money institution.

Can I transfer money to my CFPS account if I don’t have a euro account?

Sure! You can transfer money in a non-euro currency to your CFPS account. Your non-euro account issuing bank will offer you the exchange rate depending on the currency and the time when the conversion takes place.

Currently we support the following transfers methods:

  • SEPA transfers in euro;
  • Multi-currency SWIFT transfers.

What are SEPA transfers?

SEPA stands for the Single Euro Payments Area, and a SEPA transfer is a type of electronic payment used to transfer funds between bank or e-money accounts in the eurozone. SEPA was established to simplify and standardise euro-denominated electronic payments within this area, making cross-border transfers as easy as domestic ones. The SEPA zone includes 36 member states and covers most of Europe.

CFPS offers quick SEPA transfers delivered on the same or next business day at a low flat fee of €0.50 per transaction. Incoming SEPA transfers are free of charge for all CFPS users.

How can I make a SEPA transfer?

To make a SEPA transfer, follow these steps:

  1. Go to your CFPS app and tap the Send funds button.
  2. Select the Within Europe option.
  3. Choose the account you want to send your money from and enter the desired amount. After that, you’ll see the fee applied to your transfer.
  4. Tap Continue and fill in all the required fields with your recipient’s account details.
  5. Confirm the transfer with your passcode.
  6. All done! Your money will reach the recipient’s account on the same or next business day.

What are SWIFT transfers?

A SWIFT transfer is a method of transferring money electronically across international borders. SWIFT stands for the Society for Worldwide Interbank Financial Telecommunication, which is a global messaging network used by banks and other financial institutions to securely and quickly exchange information and instructions related to financial transactions.

As SWIFT transfers are delivered through intermediaries rather than directly from bank to bank, they can be relatively costly and can take a few business days. CFPS strives to provide SWIFT payments at the lowest rate and within the shortest time possible – typically from 3 to 5 business days.

How can I make a SWIFT transfer?

To make a SWIFT transfer, follow these steps:

  1. Go to your CFPS app and tap the Send funds button.
  2. Select the Internationally option.
  3. Choose the account you want to send your money from and enter the desired amount. After that, you’ll see the fee applied to your transfer.
  4. Tap Continue and fill in all the required fields with your recipient’s account details.
  5. Confirm the transfer with your passcode.
  6. All done! Your money will reach the recipient’s account within 3 to 5 business days.

How can I send money to other CFPS customers?

You can send money to other CFPS users via SEPA or SWIFT transfers:

  1. SEPA transfers

These are cross-border euro transfers available in the European Economic Area (EEA) plus Monaco, San Marino, and Switzerland. To make a SEPA transfer, tap “Send funds” on the Home screen, choose the Within Europe option, and follow the instructions.

  1. SWIFT transfers

CFPS enables international money transfers using the SWIFT network. To make a SWIFT transfer, tap “Send funds” on the Home screen, select the Internationally option, and follow the instructions.

All transfers between CFPS users are free of charge.

Are there any limits on domestic and international transfers?

No, we don’t set any limits on the amounts of SEPA and SWIFT transfers.

Security

How to stay alert and protect your account

How can I protect my account?

To safeguard your CFPS account against fraud, following these recommendations:

  • Sign up using your personal phone, not someone else’s.
  • Protect your personal information: never share your SMS codes, card details (unless during online purchases), login credentials, passwords, or passcodes with anybody.
  • Create a robust password that comprises a minimum of 8 characters. Use a mix of numbers, special characters, lowercase and uppercase letters. Avoid writing it down.
  • Use biometric authentication (Touch ID or Face ID) instead of a passcode to access your account securely.
  • Add your cards to Apple Pay or Google Pay for contactless payments using your phone.
  • If your card is lost or stolen, block it immediately within the app.
  • Regularly review your transactions to detect any unusual ones.

Can I login to CFPS using someone else’s device?

Technically, yes, it is possible, but we strongly discourage it. This can put your account’s safety and your privacy at risk, leaving you inadequately protected in case of any issues.

We highly recommend that you always use your own phone to access your account for maximum security.

How can I update my account information?

If you need to change your CFPS account details, follow these simple steps:

  1. Open your CFPS app and go to the Profile screen.
  2. Tap “Personal info”.
  3. Here you can update your mobile phone number, address, or email.

To change your app login passcode or password, go to the Profile screen, tap “Settings”, and select the appropriate option.

How can I enable Touch ID or Face ID?

To enable biometric authentication, follow these simple steps:

  1. Open your CFPS app and go to the Profile screen.
  2. Tap “Settings”.
  3. Select Face ID or Touch ID and follow the instructions on the screen.

What should I do if I suspect any fraudulent activity in my account?

  • Block your cards in the app by tapping the corresponding card on the Home screen and selecting the Block card option.
  • Email us immediately at at [email protected].

What is PCI DSS compliance, and why is it important?

PCI DSS stands for Payment Card Industry Data Security Standard. This is a set of security standards designed to ensure that ALL companies that accept, process, store, or transmit credit or debit card information maintain a secure environment. The PCI Standard is mandated by the card brands but administered by the Payment Card Industry Security Standards Council.

Under this definition, CFPS is proud to be a PCI DSS certified mobile app. We adhere rigorously to this set of parameters to safeguard and protect your cardholder data. The certification indicates that CFPS meets the highest security standards in the industry, ensuring the integrity and privacy of your payment card data at all times. Trusting us with your payments means you are trusting a service that upholds your security as a top priority.

If you haven’t found an answer to your question, please contact our support team!

Menu