How can we help you?

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Customer Support via email

Get in touch at:

support@connectpay.com

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Customer Support via phone

Monday to Friday from 9AM to 6PM EET

+44 748 054 9333

Support categories

Applying for a ConnectPay account

How can I open an account?

You can open an account by either completing the online application or the PDF application form (only for Personal IBAN account). Simply go to the Open Account page, choose the type of account and follow the instructions on the website.

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
Valid ID document: passport or national ID.

IBAN account for business
A full list of documentation and verification methods that 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 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.

How is the category assigned to me?

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 four 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 is applicable.

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 support@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.

Is there an application fee?

There is an application processing fee that covers all costs incurred for opening your account with ConnectPay. This fee is determined by the type of IBAN account you have applied for and the category you have been assigned to. You can review the application processing fees in the ‍IBAN account for business price list and in the ‍Personal IBAN account price list.

Cards

How do I apply for a HERCUS Prepaid MasterCard?

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

How to activate my card and get my PIN code?

To activate your Prepaid card, please call to one of our Customer Support specialists at +44 7480 549 333 during ConnectPay business hours (Monday to Friday from 9AM to 6PM EET). When calling, please make sure you have your activation code with you that has been sent to mailbox.

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

What if I forgot my PIN?

If you forgot your PIN code, please contact our Customer Support team directly by phone +44 748 054 9333 from Monday to Friday, between 9 AM and 6 PM EET. 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.

Where and how can I use my card?

You can make make a purchase wherever MasterCard is accepted. This card is also contactless so you can use it for small purchases up to 25 euros without using your PIN code. You can also withdraw cash from any ATM that accepts MasterCard.

How can I load my Prepaid card?

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

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 Customer Support team at +44 7480 549 333 during business hours. If you need to block your card after business hours and you can’t login to your account online, please call us at (00) 370 626 68977 (only for urgent requests after business hours).

Closing your ConnectPay account

How can I close my ConnectPay account?

If you decide to close your ConnectPay account, you need to inform our Customer Support team by sending an email to support@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 chosen 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

How safe is my money with ConnectPay?

Unlike traditional banks, ConnectPay does not invest your money. Therefore, your money is always instantly available. Regulation set by the Central Bank of Lithuania (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.

As a result, your money is always safe with us.

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.

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 corner. Alternatively, you can call us at +44 748 054 933 (phone assistance is available Monday to Friday from 9 AM to 6 PM EET) or email us at support@connectpay.com.

How can I grant permissions for another person to manage the account?

To grant the permissions, you have to fill in this form and send it to us by email at support@connectpay.com.
Note: all authorized representatives (individuals who have been granted permissions to manage your account) will have to be verified.

How can I order periodic statement subscription?

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.

How can I exchange currency?

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

You will be able to see the currency exchange rates while you perform a currency exchange.

What currencies are supported for sending and receiving funds?

Currently the following currencies are supported:
EUR, GBP, JPY, CNY, CAD, PLN, CZK, RUB, CHF.

How can I change transaction limits in my ConnectPay account?

After logging in to your account, under the ‘USER AND RIGHTS’ tab you can review your daily, monthly and single transaction limits. You can modify them by following the steps below:
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 our Customer Support. 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 6 PM EET) or email us at support@connectpay.com.

What details should I use 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, you can receive SEPA and SWIFT payments to your ConnectPay account. 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.
SWIFT payments are available under certain conditions. Please contact us for more information.

Can I send funds from my ConnectPay account?

Yes, SEPA and SWIFT transfers are available.
SEPA (Single European Payment Area) transfers are executed only in the EU and EEA countries, in EUR currency.
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, defense/military, drug paraphernalia, explosives 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.
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 menu.

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

Please send us an email support@connectpay.com or call us at +44 748 054 9333 (phone assistance is available Monday to Friday from 9 AM to 6 PM EET) and we will help you recover your details after confirming your identity.

Private data protection and website use

Does ConnectPay disclose my personal information to any partners?

As specified in our Privacy Policy, customers’ personal data 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.

How safe is to disclose my personal information through email and website?

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 expressed 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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