We want operating with us to be fast, secure, and frictionless. That's why we apply verification processes (KYC). Here we explain everything without the fine print.
What is KYC?
KYC stands for Know Your Customer. It is the process that allows us to confirm your identity and operate securely. It is not bureaucracy: it is protection for you and for all users of the platform.
Why do you request verification?
We request KYC to:
Protect your account against fraud or identity theft
Reduce the risk of chargebacks and unauthorized transactions
Comply with financial and compliance standards
Maintain a secure and sustainable platform
Verification protects both the company and our users.
When should I complete KYC?
The process may be triggered in two main scenarios:
Initial verification: When registering for the first time or before processing your first order.
Additional verification: When exceeding certain accumulated amounts or when additional validation is required according to internal risk policies.
What documents might be requested?
Depending on your operation level, we might request:
Valid identity document (DUI, passport, or other valid ID depending on your country)
Facial verification (proof of life / liveness)
Proof of Address (PoA)
Source of Wealth or Source of Funds information (SoW)
Corporate documentation (if applying as a legal entity)
We only request the necessary information according to your profile. Note: requirements may vary based on risk and review policies.
How does this impact the processing of my order?
To process an order, your verification level must align with the amount and type of operation you wish to perform.
In some cases, if additional documentation is required, your order could be temporarily under review until the validation process is complete. Once verification is complete, you will be able to operate normally within the limits corresponding to your account level.
Are my funds safe while my information is validated?
Yes. If your payment was received and reconciled correctly, your funds remain secure while the verification process is completed.
How long does the review take?
Once we receive your complete documentation:
Validation can take between 24 and 72 business hours.
In some cases, additional information might be required.
We will notify you if we need anything else.
What happens if I don't complete the KYC?
If we do not receive the documentation within the established timeframe:
Your order may be paused or canceled.
New transactions may be limited.
Your account could be temporarily restricted.
Our goal is to comply with security standards, not to generate unnecessary blockages.
What happens if my document is rejected?
You will be able to resubmit it. The most common reasons for rejection include:
Expired document
Unclear image
Incomplete information
Inconsistent data
We will indicate the specific reason so you can correct it.
How do you protect my information?
Your information:
Is used exclusively for verification and compliance purposes
Is treated confidentially
Is stored under strict security standards
Is not shared with third parties except under legal obligation
Need help?
Contact us through the in-app chat or write to [email protected] including:
Registration email
Country
Type of document used
Screenshot of the message or status you see (if applicable)
Our operations and compliance team is ready to assist you.