Frequently Asked Questions

How do I buy cryptocurrency?

Flypto makes it easy to purchase crypto using our payment console. The payment console is embedded on the right-hand side of the Flypto website. You can also Sign Up or Sign In to your account and click the Buy Crypto tab.

Do I need to provide identity verification to use Flypto?

For some payment methods, customers can buy up to a fixed amount (ie. $150) without providing identity verification documentation. Other payment methods (and higher value purchases) require the customer to complete an automated identity verification process before purchasing. If ID verification is required for a purchase, you will be notified when selecting a payment option.

How do I verify my identity?

To verify your identity, you'll be asked to supply a picture of a government-issued photo ID, such as a passport or driver's license. You'll also be asked to take a video selfie of your face. Flypto processes your submissions using document analysis software and facial recognition software to ensure that your document is valid, and the photo ID is of yourself. Document processing is automatic and typically takes less than a minute, although during times of network congestion it may take up to ten minutes to process.

What happens if the automated document verification fails?

In the case of an error reading your document or capturing your video selfie, customers are routed into a backup ID verification process. You'll be asked to upload documents and Flypto security agents will verify the documents offline. Please allow up to 24 hours for manual security screening of documents.

What cryptocurrencies can I buy?

Currently you can buy Bitcoin (BTC) and Litecoin (LTC). We're working on offering other cryptocurrencies. Not all currencies are available in all regions.

What fiat currencies do you support?

You can buy cryptocurrency using Canadian dollars (CAD), Euros (EUR) and Australian dollars (AUD).

ACCOUNT

How many Flypto accounts can I have?

Customers are limited to one account.

How do I change my personal details?

To change your personal details, Sign In to your Flypto account and click the Profile Icon in the top-right corner of the page. This will open a page where you can edit your details. Note that for security reasons, not all personal details can be edited. If you need to change your email address, phone number or country, please contact security@flypto.io.

How can I change my account currency?

Currently we only offer accounts in a single currency, and it cannot be changed. If you require an account in another currency, please contact security@flypto.io for help.

Where can I review past transactions?

Sign In to your Flypto account and click the Dashboard tab to view your transaction history.

PAYMENTS

What methods do you offer for buying crypto?

Payment methods vary depending on your region, but we typically support an instant bank transfer method and credit/debit cards. You can check payment method availability by completing the first step in the Payment Console (entering your email and choosing your country). On the next page, the supported methods for your region will be presented.

What are your fees for buying crypto?

The amount you pay for crypto is comprised of several factors:

• Payment processing fee: this varies depending on the payment method you select. The fee is presented to you during checkout.
• Transaction fee: this cost is influenced by several factors, including the transaction's data size (measured in bytes), network congestion, and the urgency of the transfer.

What are your payment processing fees?

REGION	METHOD	FEE
Canada	Bank Transfer	2.0% with a $2.00 minimum
	Credit Card	4.95% with a $4.00 minimum
Europe	Bank Transfer	2.0% with a $2.00 minimum

How can I increase my limits?

Unverified Flypto customers can buy up to $150 worth of crypto by bank transfer. To purchase crypto with a credit card or to obtain a higher limit for bank transfers, customers are required to verify their account using our automated facial recognition software. Customers in good standing who reach their limit for Verified accounts can apply for a Gold account with even higher limits by submitting further KYC documentation.

What are my limits for purchasing crypto?

METHOD	LEVEL	LIMIT
Bank Transfer*	Unverified	$150/month
	Verified	$5000/day
		$20000/month
	Gold	$50000/day
		$50000/month
Credit Card**	Unverified	$0
	Verified	$5000/day
		$20000/month
	Gold	$9999/day
		$50000/month

* per transaction: minimum $50, maximum $3000
** per transaction: minimum $50, maximum $5000

How long does it take for the crypto to arrive in my wallet?

Bitcoin and Litecoin transactions are typically processed in the next block. You should receive the initial confirmation of the transaction in 10 minutes. However, during times of high network activity, please allow up to thirty minutes. Once your transaction has been added to the blockchain, you'll recieve a confirmation email with the transaction hash ID. With this ID you can search for the status of your transaction at crypto utilities sites, such as Blockchain Explorer

I’ve purchased crypto by European Bank Transfer but haven’t received the crypto yet. How long does it take?

In general, Open Banking transactions in Europe aim for real-time or near-real-time processing. Roughly half of transactions will be completed within seconds or minutes. However, not all banks are connected in the same system. If there’s no real-time connection between two banks, the transaction is processed on an older system, which can take up to 48 hours.

Note that Flypto purchases your cryptocurrency at an exchange rate calculated at the time of completion of your bank transfer. If your bank transfer is not processed in real-time, this exchange rate can differ significantly from the rate quoted at the start of your transaction.

How can I locate my crypto purchase in my credit card statement?

Your transaction will have the descriptor FLYPTO.IO

Why was my credit card declined?

If your credit card was declined, it could be because:

• the card details (name on card, card number, expiry date, CVV) provided did not match an existing card
• the card details provided did not match the billing address
• the bank that issued your card might restrict customers from buying cryptocurrency with the card
• the card has been reported lost or stolen

To discover the exact reason, please contact your financial institution.

SECURITY

I received an email with a link from Flypto. How do I know it's not a phishing attack?

Flypto will never send you an email with a link. If you've received an email with a link that appears to come from Flypto, please contact security@flypto.io

While signing in, I entered the wrong password too many times and now I'm locked out. What do I do?

Your account has been locked as a security precaution. Try again later. If you need to access your account urgently, contact security@flypto.io or use the live chat feature on this page. Be prepared to present proof of identity before receiving assistance.

Do I need a mobile phone to use Flypto?

Yes. Flypto sends SMS notifications and one-time-passwords (OTPs) to sign up and in various scenarios to authenticate transactions. Without access to the mobile device you signed up with, you won't be able to complete transactions.

Can I share my account?

Flypto does not allow shared accounts.

What do I do if a family member or friend has used my account?

Pursuant to our terms of use, the person who signed up the account is responsible for keeping your Flypto login credentials private. Therefore, the accountholder is also responsible for any user activity in that account.

I think my Flypto account has been hacked. What do I do?

Contact customer service by emailing support@flypto.io or use the live chat widget on this page. We'll immediately close the account and launch a fraud investigation.

Why is my account closed?

If your account has be closed by a security agent, you will receive an email explaining why. In some cases, your account may be temporarily closed by an automated process. In this case, contact support@flypto.io for more information.

Can I assign a power of attorney to my account?

No.

ACCOUNT SIGN UP

Why haven't I received my Sign Up email?

You should receive your Sign Up email within seconds. There may be times when the email doesn't arrive for minutes, due to general internet network outages. If you haven't received the email within 30 seconds, try hitting the Resend button on the page. And of course, look for the email in your junk mail folder.

Why didn't I receive the OTP by SMS?

If you've received the message that we've sent the OTP by SMS but it hasn't arrived, there may be a telecommunications error preventing delivery. If you haven't received the SMS within 30 seconds, try clicking the Resend button.

What countries do you support?

Currently customers from Canada and the EU can use Flypto.

How long do I have to wait for a response from Flypto customer service?

Our team is trying to get to your query as fast as we can. Please allow up to 24 hours if your inquiry needs to be forwarded to a different department for resolution. Thank you in advance for your patience!

ACCOUNT MANAGEMENT

Can I request the deletion of my account information?

Yes, you have the right to request the erasure of your personal data. However, certain information related to AML compliance may need to be retained for regulatory purposes.

Why does the company need to retain some information even after account deletion?

To fulfil Anti-Money Laundering (AML) and Know Your Customer (KYC) obligations, certain AML-related data must be retained for a specific period, as mandated by regulatory requirements.

What AML-related information is retained after account deletion?

Suspicious Activity Reports (SARs), Customer Due Diligence (CDD) records, and transaction data may be retained to ensure compliance with AML regulations.

How long is the AML-related data retained?

AML-related data may be retained for a specified period, usually ranging from 5 to 10 years, depending on the type of information and regulatory requirements.

Can I request the erasure of my AML-related information?

While you have the right to request the erasure of your personal data, AML-related data may be subject to retention requirements to comply with anti-money laundering laws.

How does the company ensure the security of retained AML data?

The company implements stringent data security measures to protect the retained AML-related information, following industry best practices and regulatory guidelines.

Can I access the AML-related information retained by the company?

Access to AML-related data may be restricted due to regulatory obligations and data protection laws. However, you can inquire about the specific details retained for AML compliance.

Is there a way to limit the retention period of AML data?

AML data retention periods are usually determined by legal requirements. While you can request account deletion, the retention of AML-related data may be beyond your control due to regulatory mandates.

Why is it important for the company to retain AML data?

Retaining AML data is essential for combating financial crimes, ensuring compliance with anti-money laundering regulations, and cooperating with law enforcement agencies when necessary.

How can I get more information about AML compliance and data retention?

For detailed information about the company's AML compliance practices and data retention policies, you can refer to the company's AML policy or contact the compliance team.