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FAQ

About utPay

Is utPay safe?
We stand with the law and implement best security practices. utPay is a holder of a valid PCI DSS certificate that proves compliance with leading standards and practices applied to protection of bank card and personal data of users.
Can I buy crypto anonymously?
No, utPay is 100% legal and we have to verify your identity before charging you. The good news is the whole process is very convenient and fast now.
Is utPay available at my place?
utPay is now available in 175 countries yet some countries are restricted. You have to choose your country during the order creation process, right before the checkout. If it turns out utPay is unavailable at your place, a corresponding notice is displayed.
Are there limits?
Yes, we need them to fight money laundering and prevent sponsoring terrorism. Here is how we roll here:
• Every 24 hours you can make 12 transactions paid with the same credit, debit or virtual bank card. Note that the limit is counted for any 24-hour period following a purchase, not for a calendar day (00:00 - 23:59);
• A single transaction is limited to 8,000 euros (or an equivalent in the payment currency).
• The monthly limit depends on your verification level and is also counted as a 31-day period after a purchase (not as a calendar month).
Can I increase my limits?
Of course. When you hit the wall, that is, a daily or a monthly limit, you get a notification by email. It also contains guidelines to increasing the account’s limits.

Creating an order

When is the money written off the card account?
Once the order is created a bank blocks the amount deal on your card account. We do it to make sure you have sufficient balance and to fix the rate for the duration for verification, if you are a new user. The money does not take place unless and until verification is successfully completed and sufficient balance is available.
What will happen to my money if I fail the verification?
Your fiat money will only be written off your card account after a successful verification. If failed or not taken within 24 hours, we cancel the order and release the money initially blocked. It will then become available to the users once the bank reacts.
Which bank cards are accepted?
utPay supports debit, credit and virtual cards from Mastercard, Maestro and Visa.Unfortunately, we have not yet implemented American Express, UnionPay, MIR and other options.
Which fiat currencies are accepted?
Any currency will do, save for those from restricted countries. Note that if the payment currency differs from the card currency, a bank can charge its own conversion fee. For more details, ask your bank.
Bank rejected my payment, what’s the plan?
No worries, it’s not the end of the world. Here is your checklist:
• Check your balance. Maybe you will need to top it up or revise the order
• Retry payment, errors do occur
• Try another card. Although all card types are supported, debit cards tend to work better
• Call to your bank and ask to authorize the payment
My card currency is not in utPay fiat squad, what to do?
You can still pay in EUR or USD; your bank will take care of the conversion. Note that a bank can take an additional conversion fee in this case. For more details, address your bank.

Payment questions

How long does it take to process a payment?
Returning users have their payments processed instantly. New customers have to take a mandatory identity verification procedure. It’s a tad annoying in general, but we squeezed it into 2 simple steps and implemented an automated AI-based tool to analyze the data. Given that the whole thing is unlikely to take more than 5 minutes as long as documents are uploaded correctly.
How long does it take to get crypto to my wallet?
Transaction processing speed and hence coin delivery timing depend on how fast a corresponding blockchain network can do its job. It’s beyond our reach, but the general rule of thumb is 10 minutes for an average load. At peak loads that occur more and more often the delay can exceed an hour, yet it’s not a reason for concern.
How do I check my order status?
Right after your payment is written off your card and coins are sent to your wallet, the status of your order will be displayed in your utPay account. Also there will be a link to the corresponding blockchain transaction. Also, your transaction history is displayed there.
How much crypto do I get?
Our service is 100% transparent. We do not charge any hidden fees or commissions, therefore you get exactly what you specified in your order form, both in and out sides. utPay is no place for unexpected expenses and frauds.
Are any service fees charged?
No fees are charged for converting fiat currencies to Bitcoin and paying with a bank card. Moreover, in certain cases the service pays the so-called blockchain fee attributable to miners for maintaining the network. In these cases the relevant field on the screen displays a zero value. When we cannot pay this fee for you, it is displayed in the field. Anyway, the deal amount always strictly corresponds to what you see in the order form you fill.
Note that if the payment currency is different from your card currency, a bank can charge its conversion fee. For more details, ask your bank.
What if the rate changes while the order is being created?
If the crypto/fiat rate changes by more than 1%, an order will be automatically cancelled with the money blocked on your card account released immediately. Thus we eliminated all the risks related to the rate fluctuations.
How can I pay on utPay?
You can pay with any Visa/MasterCard card, via GoodPay, ApplePay or an alternative payment method (instant transfers, wallets). APM availability depends on your country and currency pair of the deal.
What are APMs?
It's Alternative payment methods: instant transfer services, wallets, etc. APM availability depends on your country and currency pair of the deal. Also note that some APMs may charge their own fees.
Which APMs are available on utPay?
APM availability depends on your country and currency pair of the deal. Currently we support:
• ApplePay
• GooglePay
• Instant bank transfers (20+ banks)
• UPI
• MULTIBANCO
• MISTERCASH

Verification

Why verify?
Our service sticks to be 100% legal. We have all the necessary operation licenses and certificates that prove compliance with top standards and best information security practices. We implemented KYC and AML procedures to prevent all types of crimes. Knowing that it is you who carries out the transaction is a part of our job and of your own security.
How do I get verified?
We know that excessive red tape is a nuisance. No one wants to waste their time. Therefore, we did our best to engineer a minimalist verification procedure. We managed to squeeze the data collection stage to 2 steps and the AI-based processing doesn’t take more than 3-5 minutes. All that it takes is upload an image of your ID document (e.g. passport) and take a selfie holding this document open. Make sure that files that you upload meet the quality requirements.If the monthly purchase amount exceeds 15 000 EUR (or an equivalent in the deal currency), we reserve the right to request the info on your source of funds.
How long does the procedure take?
We managed to reduce the whole thing to 2 steps with the result ready in 3-5 minutes thanks to our top-notch AI-based assistant. The only caveat is you need to make sure your documents are uploaded in the right format.
Do I have to retake the verification procedure?
You only get verified once and the procedure takes 5 minutes at the most. We did our best to make it simple, fast and efficient.
When do I take the verification?
The identity verification process is launched at the first purchase after checkout.
Can I use my mobile device for verification?
Yes, any device connected to the Web will do. You can even split the process by using a PC to upload docs and a smartphone to do a liveness check, or vice versa.

Blockchain tips

Can I cancel or edit an order after checking out?
The short answer is “no”. To elaborate a bit, blockchain transactions are irreversible by nature. So be careful while filling in details, especially, wallet addresses.
What if I misspelled a wallet address in the order form?
Given the nature of the blockchain technology, there is no way to correct an error like that. Be very careful when filling in order details. Crypto transactions are irreversible. We will not be able to recover your money.
Can I use my mobile device for verification?
Choosing a crypto wallet is not rocket science. We have some beginner tips for you to avoid confusion, save your time, money and nerves.The choice is immense, so let’s work by elimination: paper and web wallets are out immediately. Former are old, the latter not safe.This leaves us with cold and hot wallets.
• Cold or hardware wallets like Ledger and Trezor can be great if you hold a lot of crypto and use only a part of your balance for trading. The rest is safe with critical data stored offline in a device, hard to compromise but not too easy to access either. Expensive and a tad complicated, cold wallets are not a beginner or day-to-day option.
• Hot (i.e. quick) wallets are apps for desktop (e.g. Metamask for ETH or Electrum for BTC) or mobile (e.g. Utorg, Exodus). Free, friendly and fast, these are a 100% hit for 90% of users. Trade, buy and sell crypto, pay with it whenever you want without worries over losing an expensive device or missing a good offer while searching your bag for it. Lower security of hot wallets is more of prejudice than fact.