How can we help you?

Client Care email support

Get in touch at:

clientcare@connectpay.com

Client Care phone support

Monday to Friday from 9AM to 7PM EEST

+44 748 054 9333

Support categories

Applying for a ConnectPay account

How long will it take to open an account after I apply?

It usually takes 2 business days for your application to be reviewed. Please note that the 2-business day timeframe is only applicable when all the required documentation is provided. If the set of documents is incomplete, this will reflect in delays in the timeframe we commit to.

Why does pricing differ among categories and how are these categories assigned?

IBAN account for business
ConnectPay evaluates each client applying for an IBAN account for business based on the following criteria:
• ID issue country for directors, UBOs, shareholders
• country of incorporation of the company
• country of incorporation of the companies forming the ownership structure (if any)
• country of location of headquarters
• nature/risk of business activity.

After the evaluation of the above-mentioned criteria, the client is assigned one of the three business categories. Only the pricing listed for that particular category will apply.

Personal IBAN account
Each client applying for a personal IBAN account is assigned one of the two personal categories based on the country of residence (specifically, if the client resides in a EU member country or not). Only the pricing listed for that particular category will apply.

Is there an application processing fee?

Yes. The application processing fee is determined by the type of IBAN account you have applied for and the personal or business category you have been assigned. You can view the application processing fees in the IBAN account for business price list and in the ‍Personal IBAN account price list.
The application processing fee covers all costs incurred for opening your account with ConnectPay.

Why do I need to send you an identification document?

ConnectPay is required to verify and confirm your identity by the Law on Money Laundering and Terrorist Financing Prevention. This is a mandatory step to open a personal IBAN account or an IBAN account for business.

How will you verify my identity?

ConnectPay offers remote identification methods. Individual identification and collection of company KYC (Know Your Customer) documentation may be done remotely. In this case, only copies of ID documents are requested. Corporate documents are required to be submitted during application process. Alternatively, all document copies should be originally certified by Notary (in some cases Apostilled) and sent directly to clientcare@connectpay.com together with the ConnectPay application form(s) signed in original.

Note: ConnectPay may use a third-party provider/tool to verify your identity. The third-party operates under the same regulations of data confidentiality and security as ConnectPay.

What support documentation do I need to provide for account opening?

Supporting documentation varies according to the type of account you apply for.

Personal IBAN account
For a personal IBAN account, required documentation consists of a valid ID document: passport or national ID.

IBAN account for business
A full list of documentation required for opening an IBAN account for business and the different verification methods which apply based on certain criteria are stated in this list.

Note
ConnectPay reserves the right to ask for additional documents at any time and the list of documents provided might differ depending on the company’s country of incorporation.

How can I open an account?

You can set up your IBAN account with ConnectPay quickly and easily by either completing the online application or the PDF application form (only for Personal IBAN account). Simply click on the Open Account button available across the website in the main navigation bar and in the footer and you will be directed to our Account opening page. Choose the type of account and follow the instructions on the website.

Cards

What is a Prepaid Card?

A prepaid card is a card that is being used to use to access money that has been loaded onto it in advance. A prepaid card is a secure card issued by a financial institution that has been secured with a prepayment.

What are the benefits of having a Prepaid Card?

With this card you can spend as much money as you loaded. You can use this card for purchases, online shopping, cash withdrawal at ATM machines, etc.

How do I apply for a HERCUS Prepaid MasterCard?

Currently the card is offered to the existing ConnectPay clients only. The card can be ordered through our website, simply by clicking here and filling in the Card Ordering Form.

How to activate my HERCUS Prepaid MasterCard?

To activate your Prepaid card, please call to one of our Client Care specialists at +44 7480 549 333 during ConnectPay business hours (Monday to Friday from 9AM to 7PM EEST). When calling, please make sure you have your activation code with you that has been sent to mailbox.

What is my PIN?

When you activate your card, your PIN code is being sent to the mobile phone number that was provided in the card ordering form.

Can I change my PIN?

No, there is no possibility to change your PIN code. In case you forgot your PIN code, please contact our Client Care team (see the next question).

What if I forgot my PIN?

If you forgot your PIN code, please contact our Client Care team directly by phone +44 748 054 9333 from Monday to Friday, between 9 AM and 7 PM EEST. Your PIN code will be sent to you by SMS.

How can I check my balance?

You have to login to your ‘Crunchaccount”. Your card balance will be visible on the first page of your dashboard.

How do I make a purchase using this Card?

You need to have funds in your card, and you will be able to make a purchase wherever MasterCard is accepted. This card is also contactless so you can easily use it for small purchases up to 25 euros without using your PIN code.

How can I load my Prepaid card?

You can load your card from your ConnectPay IBAN account for business to bank’s card account by transfer. You can find all information in our Card Payment Guidelines.

Who can add funds to the card?

Only the person who has the power to manage the IBAN account for business have such rights.

Can I use this Card for online purchases?

Yes, you can use this card to make online payments wherever MasterCard is accepted.

Can I use this card to withdraw cash?

Yes, you can withdraw cash from any ATM that accepts MasterCard.

Can I withdraw cash at the teller counter?

No, there is no such possibility.

Can I add more money to my Card and make transfers to other accounts?

You can add funds to your HERCUS Prepaid Mastercard, but you cannot make transfers to another IBAN account (SEPA transfers).

What should I do if my Card got lost or stolen?

You can block your card by logging in to your ‘crunchaccount’. Alternatively, you can call our Client Care team at +44 7480 549 333 during business hours. If you need to block your card after business hours and you cannot login to your account online, please call us at (00) 370 626 68977 (only for urgent requests after business hours).

How long can I use HERCUS Prepaid Mastercard?

Your card is valid for 36 months. When this period passes, you will have to order a new card.

What if I have a remaining balance after the Card expires?

All funds will be returned to your ConnectPay IBAN account for business.

What kind of Client Care assistance is available?

Feel free to contact our Client Care team if you have any questions or concerns. Phone assistance is available from Monday to Friday from 9AM to 7PM EEST. Alternatively, you can always send us an email to clientcare@connectpay.com. If you want to urgently block your card after business hours and you don’t have a chance to access your card account online, you may also call us at (00) 370 626 68977 (only for card blocking requests after business hours).

What should I do if I notice a transaction that I did not make?

If this happens, please contact our Client Care team and inform about the situation.

What is a contactless card and how does it work?

A contactless card is a regular payment card that has an extra feature of contactless payment. When your purchase is less than €25, you simply need to tap your contactless card to the POS terminal, no PIN code is needed. If your purchase is above €25, you will have to make the payment as usual and enter your PIN code.

You can use the contactless card in all regular places where debit/credit cards are accepted, and contactless POS terminals are available.

In most European countries the limit for contactless payments is €25 and in UK it is £30. The card can be used abroad having in mind that the limit for contactless payments may vary across the countries.

How to find out if I can make a contactless payment?

All contactless cards have a special sign on it. The same symbol is also displayed on a POS terminal which accepts contactless payments.

What if I tap my card more than once during the purchase?

If you tap your card more than one time by accident, you will only be charged once. Special systems assure that POS terminal takes only one payment at a time, so you don’t have to worry about being charged more when completing your payment.

Is contactless card safe?

Contactless cards meet the highest safety standards and are as safe as other debit/credit cards. Contactless technologies are based on next generation encryption methods, so you can be sure it is secure to make payments.

There is a payment limit of €25, also, sometimes you will be asked to enter your PIN code to make sure you are the rightful cardholder. Purchases of more than €25 have to be settled in the usual way by inserting the card into the POS terminal and entering the PIN code. What is more, special systems assure that you are only billed once even if you accidentally tap your card twice.

If you card got lost or stolen – please get in touch with us as soon as possible.

Closing your ConnectPay account

How can I close my ConnectPay account?

If you decide to close your ConnectPay account, you need to inform our Client Care team by sending an email to clientcare@connectpay.com or through the Online Banking message.
If you have a debt in your account, you need to make sure you cover it before we can close your account. If there are any funds left in your account, you need to transfer it to your bank account before we close your ConnectPay account. Alternatively, we can make the transfer for you. In this case, you will have to cover administrative/transfer costs.

Are there any fees incurred to close my ConnectPay account?

There is an account closing fee that depends on your pricing category. You can find this fee in the IBAN account for business price list and in the ‍Personal IBAN account price list.

How long does it take to close my ConnectPay account?

Once there are no pending operations in your ConnectPay account, it takes up to 3 business days to close it. We will inform you by email when all the procedures have been completed and your account is no longer valid.

Company license and regulation

Is my money safe with ConnectPay?

Yes, your money is always safe with us. Unlike traditional banks, ConnectPay does not invest your money. Therefore, your money is always instantly available. Applicable regulation set by the Central Bank of Lithuania, which is a government institution directly regulated by the European Central Bank, requires all funds deposited in ConnectPay accounts to be stored within segregated accounts in credit institutions and always to be kept readily available for client withdrawal.

Is ConnectPay a licensed institution?

Yes. ConnectPay is an electronic money institution, company code 304696889, authorized and regulated by the Lithuanian supervisory authority – Central Bank of Lithuania. Central Bank of Lithuania is the part of the Eurosystem and cooperates with the European Central Bank and other euro area central banks.
Our activities include the issuing of electronic money, the redemption of electronic money, issuing and/or acquiring of payment instruments, execution of payment transactions. Our license and all activities covered by this license can be checked here. All our business activities are regulated by the applicable laws related to the electronic money, including, but not limited to the legal acts related to the financial institutions and financial services.

Is ConnectPay secure?

When you trust us with your money and information, we take this responsibility to heart. We maintain bank level security, which is independently tested, audited and reinforced by our highly trained staff. We use a variety of security tools to keep your information safe, such as 2-step login and other verification procedures we specifically designed to ensure that your account is safe from any unauthorized access.

Online account management

Can I change my e-mail/phone number?

Yes, you can. Please contact us via online banking if you would like to change your registered e-mail or phone number. You can do that by logging in to your account and clicking on the message icon ✉ in the top right menu. Alternatively, you can call us at +44 748 054 933 (phone assistance is available Monday to Friday from 9 AM to 7 PM EEST) or email us at clientcare@connectpay.com.

How can I grant permissions for another person to manage account, create and sign transfers?

To grant the permissions, you must send us a request by email at clientcare@connectpay.com or through the online banking messaging option. You will receive further instructions from our Client Care team.
Note: all authorized representatives (individuals who have been granted permissions to manage your account) will have to be verified.

Can I order periodic statement subscription?

Yes, you can order a periodic statement subscription by logging in to your online banking account, clicking on the ACCOUNTS->Periodic statement->Subscribe and creating the wanted subscription.

Where can I see rates of the currency exchange?

You are able to see the currency exchange rates while you perform a currency exchange in your account.

How can I exchange currency?

You can exchange currency by logging in to your account and clicking on the PAYMENTS->Payments->Currency exchange option.

Can I create standing orders?

Yes, you can create standing orders which can be executed periodically within your chosen timeframe (daily, weekly, monthly).

Can I create templates for funds transfers?

Yes, you can create a template with beneficiary details, account number and bank.

Can I change funds transfer limits of my ConnectPay account?

Yes, you can. Under User and rights tab you can view your daily, monthly and single transaction limits. You can modify them by following the below steps:
1. Click on the name link in the User column.
2. Change the limits up to the maximum amounts provided in your agreement and click Continue. You will need to confirm the operation using the code received by SMS. In case different limits are required, kindly fill in the Request to change transaction limits and upload your signed request to change the transaction limits via online banking.
For additional information, please contact Client Care. You can do so by logging to your online banking and clicking on the message icon in the top right menu. Alternatively, you can call us at +44 748 054 9333 (phone assistance is available Monday to Friday from 9 AM to 7 PM EEST) or email us at clientcare@connectpay.com.

What details should I use if I want to receive funds to my ConnectPay account?

In order to receive funds to your ConnectPay account, you have to use your IBAN account number, SWIFT code, name and surname or company name.
Beneficiary name: < Insert name and surname or company name that holds the ConnectPay account >
Beneficiary account: < Insert your ConnectPay IBAN account number >
Financial institution name: UAB ConnectPay
Financial institution SWIFT/BIC code: CNUALT21XXX
Financial institution address: Gedimino Ave. 20, 01103, Vilnius, Lithuania

Can I receive funds to my ConnectPay account?

Yes. Please note you can receive only SEPA payments to your ConnectPay account at this moment. All EU banks (and many more) support SEPA transfers. SEPA participant countries can be found here. SEPA is the fastest and cheapest way to send and receive funds, most SEPA transactions clear the same day. The fees for receiving SEPA transfers are provided in the IBAN account for business price list and the ‍Personal IBAN account price list. More information about sending and receiving funds is provided in our Payment Guidelines.

Can I send funds from my ConnectPay account?

Yes. ConnectPay provides two options for money transfers: SEPA transfers and SWIFT transfers.
SEPA (Single European Payment Area) transfers are executed only in the EU and EEA countries, in EUR currency. Switzerland, Monaco, San Marino, and Gibraltar participate along with EEA countries (EU countries, Iceland, Liechtenstein and Norway) in the SEPA scheme.
SWIFT transfers are executed in other currencies and/or in Euro currency to banks in countries outside the EEA or SEPA.
Note: Services are restricted and are not available to the following categories: adult content, carbon credits, cash, charities, counterfeit goods, cryptocurrencies, defense/military, drug paraphernalia, explosives, gambling, high value dealers, illegal goods, MSBs. PSPs, multi-level marketing (MLM), pawnbrokers, political groups, Ponzi/pyramid schemes, precious metals, prostitution, shell banks, speculative trading, weapons.
The fees for both SEPA and SWIFT money transfers are provided in the IBAN account for business price list and the‍ Personal IBAN account price list. More information about sending and receiving funds is provided in our Payment Guidelines.
In order to send funds from your ConnectPay account, you must login to your online banking account, click on the Payments option in the main menu and select Payments from the dropdown.

Can I see the status of the money transfer?

Yes, you can see status of the money transfer by logging in to your online banking and clicking on the PAYMENTS->List option.

Can I view my account statements online?

Yes, you can view and download your account statements by logging in to your online banking, clicking on the Accounts option in the main menu and selecting the Statements options in the dropdown.

What should I do if I forget my Login or Password?

Please send us an email clientcare@connectpay.com or call us at +44 748 054 9333 (phone assistance is available Monday to Friday from 9 AM to 7 PM EEST) and we will help you recover your details after confirming your identity.

How do I login to online banking?

You can easily login by clicking on the ONLINE BANKING button available in the main navigation bar. Alternatively, you can directly access https://onlinebanking.connectpay.com.

Private data protection and website use

Does ConnectPay disclose my personal information to partners?

ConnectPay discloses your personal information only when this is mandatory to complete the services provided:
Customers’ personal data specified in this Privacy Policy may be transferred to:


a) payment service users (payees and payers);


b) financial institutions (subject to Customer’s consent and in the scope of the personal data of the solely specified by Customer);


c) The Bank of the Republic of Lithuania and the SEPA participant (personal data for these beneficiaries is due to the use of the Single Euro Payments Area – SEPA).



Customers’ personal data may be transmitted to the third parties not specified above for the specified and legitimate purposes only, and only to third parties who have the right established by laws and other legal acts to receive personal data in the countries of the European Union and the European Economic Area.

Is the personal information I disclose through email and website private and safe?

Yes. ConnectPay is fully compliant with the General Data Protection Regulation, effective of 25 May 2018, with the Legal Protection of Personal Data of the Republic of Lithuania, with all of the other Laws and/or legal acts, as well as all of the European Union acts that are applicable in accordance with the personal data protection regulations applicable for the specific country in which the services are provided.

We do not use the private information you disclose to us by email contact form, phone communication, account application or any other channel that enables the collection of personal data to market our product unless you have expressed your consent.

All subsequent communication initiated by ConnectPay is mandatory to complete your request, in view of:
1. Provision of services of issuance, distribution and redemption of electronic money and provision of payment services;
2. Conclusion and execution of the agreements;
3. Customers’ identifications;
4. Implementation of the obligations under the Law on Money Laundering and Terrorist Financing Prevention.

All the information regarding the use and protection of your personal data is fully disclosed in the Privacy Policy.

Does ConnectPay website collect information about me through cookies?

When you visit our website, you are required to accept or deny the use of cookies. We do not collect cookies unless we have your express consent to do so.

If at a certain point you have expressed your consent regarding the use of cookies and now you wish to delete the cookies collected, please find instructions on how to proceed according to your browser here. During your following visit to our website, make sure you click the Deny option in the Cookies Consent pop-up.

This website uses Google Analytics cookies which record information that describe how many pages you visited on this website, the traffic source that brought you on our website, how much time you spent on the page. The information collected is used to measure, monitor and improve our website performance. No sensitive personal information is collected through Google Analytics. 
You can find out more about Google Analytics here. 
However, if you still want to opt out of Google Analytics cookies, you can find more information here.

All the information regarding the use of cookies on this website is fully disclosed in the Privacy Policy.

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