Support
Opening account
Where is the current account opened?
The CFPS Account and Mastercard is issued by Unlimint, authorised by the Bank of Cyprus under the electronic money institution license to issue e-money and is a member of Mastercard Scheme. Please note that electronic money products are not covered by the Deposit Insurance System of the Republic of Cyprus. We ensure that any funds received by you are held in a segregated account so that should Unlimint be insolvent your funds will be protected against claims made by our creditors.
What data and documents are required?
Opening a CFPS account is easy. We only require these documents for a seamless account opening process:
- A valid email and phone number;
- Proof of your registered address;
- A clear photo or scan of your passport, driver’s license, or ID;
- A picture where your face is clearly seen.
If you encounter any problems, please describe the problem to our support team.
Who can open an account?
At the moment, we are providing our services exclusively to legal residents of the European Economic Area (EEA). You can become a CFPS client if you are a resident of the following countries:
- Austria
- Belgium
- Bulgaria
- Croatia
- Republic of 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
We understand the importance of expanding our reach and we are actively working on bringing our services to the rest of the countries. Keep an eye out for updates as we strive to make the financial management process easier for all people.
What do you need to open an account?
Opening an account is easy with CFPS. Simply follow these steps:
1. Download the app from App Store or Google Play;
2. Click on “Create an account”;
3. Insert and verify your email, and follow the steps to continue.
If you encounter any problems, please describe the problem to our support team.
Why was my registration denied?
We’ve made the verification simple and easy for you to create an error-free verification process. However, your documents could still get declined due to these reasons:
- Poor or unclear document quality. To prevent this, kindly upload a clear and high-quality photo of your documents. Scan all necessary parts, and ensure they are visible.
- Your document has expired or does not include an issue date. Please, register only if you have a legally authorized full set of required documents to avoid getting declined.
- Your proof of address has expired or does not include an issued date. Kindly provide a valid address during verification to avoid delays.
Following these instructions should lead to a successful registration. However, if you provide all the required documentation and follow all the steps correctly but still got declined, kindly contact the support team. Kindly note that CFPS has the right not to disclose the reason for a declined registration.
How long does the KYC check take?
It takes a maximum of 48 hours to conduct a comprehensive KYC. However, we do our best to verify your identity as quickly as possible, and usually, the process takes approximately 20 minutes. Please contact our support team for help if you need to make further inquiries or confirm your timeline.
What is KYC (Know Your Customer)?
KYC means Know Your Customer. Financial companies use this procedure to verify their customer’s identity. KYC primarily prevents fraud, identity theft, and money laundering. When you register your account with us, you are required to provide valid identification details. Afterward, we need to verify the information to confirm your identity and conduct a risk assessment.
What can be used as proof of address?
Your proof of address is any document that verifies your current legal place of residence. Your passport or ID card can be used as proof of identity.
If your proof of address is valid and you followed all the instructions but your registration is still declined, you can contact our support team. Kindly note that CFPS has the right not to disclose the reason for the refusal to open an account.
Account usage
How to change PIN?
To change your PIN, visit the Profile section and click “Settings.” Select “Change PIN” and follow the instructions.
How to change my email or phone number?
To change your phone number, visit the profile section and click on “Personal Info.” Next, click on the email or phone number, enter the PIN, and follow the instructions.
How to change account information?
Kindly contact our support team to change any information linked to your account.
I can’t log into my account
Kindly contact our support team if you can’t log in to your account.
I don’t receive SMS notifications
If you can’t receive your SMS, kindly reach out to the support team via email.
I didn’t receive money
Please kindly note that the duration it takes to receive money depends on the type of transaction and the sender’s financial company. You can contact our support team via email if your operation is not recorded in the transaction history.
How much does it cost to withdraw money from an account?
Please find our fees and commissions on the Fees page.
Fees and limits
What are the commissions / transaction fees?
You can find out all the fees and limits on this page.
Security
Why can I trust you with my money?
CFPS understands that trust is an important factor in money management. Therefore, we undertake the responsibility of managing your funds very seriously and can assure you that your money is safe with us. CFPS is a licensed and regulated institution that adheres to strict industry standards and regulations. We handle all the official required licenses and documents issued in Cyprus.
Additionally, we use advanced encryption and security measures to protect your personal and financial information, and our systems undergo regular security checks and audits to ensure they are updated and secure.
Also, we are committed to transparency and keeping you informed about your account activity. This will let you have access to your account information at any time, and we will promptly notify you of any changes or suspicious activity.
Fraudsters took over my account
CFPS is constantly on the lookout for and aims to put a stop to any suspicious activities on your account. However, if you notice any strange transactions or any private information leaks, contact our support team.
I want to delete my account
CFPS aims to meet your financial needs on time, but if you’d like to delete your account, kindly contact our support team.
Payments
What should I do if the transfer didn’t reach my account?
The first thing to do is to determine if the timeframe has been exceeded.
The time it takes for your transfer to reach your account depends on the currency you’re receiving and the country which the money was sent from. These times can differ depending on the currency sent.
If the transfer time exceeded the limit, please contact our support team at [email protected]
How can I transfer money to my CFPS account from another bank?
To do that, you will need the correct account details. For some currencies, you have two types of details, Domestic and International. To make your transfers in a more efficient way you need to consider how they will be processed and when to use each of them.
Domestic (local) should be used when you want to receive money from a bank where the national currency is the same as the one selected in the steps before. International (cross-border), should be used in all other cases.
For example, If you want to receive GBP from a bank located in the United Kingdom, you should use your Local Account Number and Sort Code for faster transfers.
With these details, you can now go to your bank’s website or app, and initiate a transfer, if you’re having issues making the transfer from your bank’s side, please contact customer support from your bank for help.
When will the money arrive in my account?
The time it takes to transfer funds to your CFPS account will depend on the region where you are located. You can refer to the following time frames:
- SEPA transfers are among the fastest. Usually, it takes 1 to 2 business days to complete a transaction. If the sending bank is connected to SEPA, the transfer will take a few minutes.
- International SWIFT transfers to your CFPS account may take 3 to 5 business days.
When transferring funds, it is important to take into account that sending banks may not work on holidays and weekends, so the waiting time may increase. Also, the delivery time may be affected by incorrectly specified details and various checks by the recipient banks.
Which countries do not accept incoming transfers?
You can easily send money to the holders of bank accounts in these countries:
- Austria
- Belgium
- Bulgaria
- Croatia
- Republic of 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.
We are launching the product in all the other countries soon, stay tuned for the updates!
Deposits
Do I need a card confirmation for making a deposit?
Verifying your deposit card lets us know that the card you used to add money to your account is your own. We advise all users to do this in the app to help ensure your experience is as frictionless as possible.