1. FAQ SWAGGY

  • 1.1 Registration

    To create a new account, please follow these steps:

    1. 1. Enter your name, surname and repeat your email address and the chosen password twice.
      You must then accept the Terms and Conditions and confirm that you have read the Privacy Policy. In case you’d like to receive Swaggy communications, including daily reports on the production of your machines, also click on “I want to subscribe to the Newsletter”. Then, click on “Continue”;
    2. 2. On the next page, to complete your registration, please provide the sponsor code of the promoter who introduced you to Swaggy by clicking on “Yes, I have a code” and then, after entering the sponsor code, on “Confirm”;
    3. 3. In case you don’t have a sponsor code, click on “No code” and then on “Continue”;
    4. 4. You will now receive an email with a link to activate your account at the email address you previously entered;
    5. 5. By clicking on the link in the email, you will be redirected to a screen of confirmation. You will now be able to login to Swaggy with your email address and password;
    6. 6. Next, we invite you to complete the KYC process of verification of your profile by logging in directly at http://kyc.swaggyapp.com with the same credentials you use to log in on Swaggy. You can follow the guide at link;
    7. 7. When your KYC process is approved, you will find the “Go to shop” button within the Swaggy app, which will redirect you to the Virtual Office login page;
    8. 8. Login to the Virtual Office using the same credentials you use to access Swaggy and clicking on “I’m not a robot”.

    In case you would like to sign up as a promoter, after following the above steps:

    1. Within your Virtual Office, click on the “Become Swag Promoter” button that you will find at the top of the home screen;
    2. Choose the Kit and complete the registration with the payment of the order (enter your personal data if requested);
    3. You will be redirected to the login page of your Virtual Office and, at this point, always logging in with your email address and password, you can view both the orders previously made as a customer, and the orders that you will make as a promoter.
  • 1.2 Login

    To access the Swaggy app, from the https://my.swaggyapp.com/login page, you will need to enter the email address you registered with and the password you chose during registration as your credentials. Then click on “Continue”, enter your 2FA code and click on “Login”.

    If you receive an error message about incorrect credentials, please try again first, paying attention to any spaces and capital letters and ignoring the automatic entry. If the problem persists, you can reset the password by clicking on “Forgot Password?”.
    In case you don’t find the email containing the instructions to reset your password in your main inbox, we suggest you to check all the subfolders of your inbox (Offers, Social etc.) and the Spam folder.

  • 1.3 What to do if my account is locked

    If you get the error message “Account blocked for maximum access attempts”, you will need to reset your webpin code by clicking on “Forgot Webpin”.
    In case you don’t find the email containing the instructions to reset the webpin code in your main inbox, we recommend you to check all the subfolders of your inbox (Offers, Social etc.) and the Spam folder.

  • 1.4 How to enable the 2FA code

    You can enable the two-factor authentication code yourself from your Swaggy app by clicking on your profile icon in the top right corner, under the “Security” section.

  • 1.5 How to disable the 2FA code

    In case of loss or breakage of your smartphone or in case you have accidentally uninstalled the Authenticator app from your device, in order to disable 2FA on your account you will need to contact our support team at [email protected] by sending a photo of your face with a clearly visible ID in your hand to verify your identity.

  • 1.6 How to buy, sell or send BTC

    To perform any Bitcoin buy/sell operation via exchange or send Bitcoin to another wallet, you will need to enter the confirmation code you will receive via email or, in case you have 2FA enabled, you will need to enter the code generated by the Authenticator app installed on your device.

  • 1.7 How can I check the fees and limits?

    You can review all of your Swaggy wallet’s exchange fees and limits by clicking on your profile icon in the upper right hand corner, in the “Fee and Limits” section.

2. KYC SWAGGY

  • 2.1 How to complete the KYC procedure

    You can complete the KYC process of verifying your profile by logging in directly at http://kyc.swaggyapp.com with the same credentials you use to access Swaggy. You can follow the guide at https://www.youtube.com/watch?v=ax7wmHrgrjU to complete the process.

  • 2.2 I’ve already done the KYC. Do I need to repeat the process?

    If you have already completed the KYC procedure but not the risk questionnaire, you will not have to repeat the whole procedure, but only complete the questionnaire to restore full functionality of your Swaggy account.

  • 2.3 Which documents do I need to upload?

    You may upload your passport or ID card as identification. Health insurance card or driver license are not accepted.
    We recommend that you remove your documents from the plastic case in order to avoid possible light reflections that could worsen the quality of the photo.
    We also recommend that you record the identification video directly during the KYC procedure, so that the video format will be supported by the platform. As a proof of residence you must upload a document issued no more than 3 months ago. Your name, address, date of issue and the institution that issued the document must be present and in clear view.

  • 2.4 Which documents are accepted as proof of residency?

    Documents accepted as proof of residency are:

    • A utility bill in your name with your residential address and date clearly visible.
    • A bank statement in your name with your address and date clearly visible.
    • A certificate of residence issued by the municipality on plain paper.
  • 2.5 Which address should I enter?

    If your home address is different from the address on your ID, you must state your real address in the personal information section, which must match the address on your proof of address.

  • 2.6 How quickly will I receive the result of the audit?

    Once the process has been completed, the external entity responsible for verifying your profile reserves up to 24 hours before reporting the outcome.

  • 2.7 What to do if the procedure is not approved

    If you are asked to repeat the KYC procedure, you will be notified of the parts that need to be changed and you will need to update only the flagged sections.

  • 2.8 Who needs to complete the risk questionnaire?

    The questionnaire is to be completed by all promoters and customers who have a Swaggy account.

  • 2.9 What does important public office mean?

    Important public offices include the following: Head of State, Prime Minister, Minister, Vice-Minister, Undersecretary, President of a Region, Regional Councillor, Mayor of a provincial capital or metropolitan city, Mayor of a municipality with a population of not less than 15,000 inhabitants, as well as similar positions in foreign states.

  • 2.10 What does executor mean?

    The executor is defined as a person who is entitled to carry out the client’s decisions.

  • 2.11 What if I have completed only the eMoney KYC?

    If you had only done the eMoney KYC, you will need to complete the Swaggy KYC in its entirety, filling out both the biographical and residency portion, as well as the risk questionnaire.

3. EMONEY

  • 3.1 What’s an eMoney account and how to activate it?

    Emoney is our official banking partner to which you can link your Swaggy account, convert Bitcoin to Euro and use a debit card provided by the institution.
    To activate an eMoney account, you first need to follow the relevant KYC procedure for verifying your profile, which you can find in your virtual office, Profile section, KYC Emoney Procedure.
    Once the procedure is completed, you’ll need to use the email address you registered with and the 6-digit webpin code you chose when registering with eMoney to access Swaggy.

    To open an eMoney account you need to be an EU citizen.

  • 3.2 How to activate the prepaid card

    To activate your prepaid card, you must have an eMoney account with Iban.

  • 3.3 What transactions can I make on my eMoney account?

    You can reload your eMoney account via exchange, converting your Bitcoins, or transferring the desired amount in Euros from your Swaggy wallet to your eMoney account.
    You can check all the reload limits of your eMoney account by clicking on your profile icon in the top right corner, in the “Fee and Limits” section.

  • 3.4 What to do if I lose my eMoney card pin code

    If you lose the pin code of your eMoney card, you will need to contact the eMoney support service directly by sending a message from your virtual office.

  • 3.5 How can I update my mobile number?

    If you have an eMoney account and wish to update your mobile number, you should contact the eMoney support service directly by sending a message from your virtual office.

  • 3.6 What documents do I need to upload for the eMoney KYC?

    You may upload your passport or ID card as identification. Health insurance card or driver license are not accepted.
    We recommend that you remove your documents from the plastic case to avoid possible light reflections that may worsen the quality of the photo.
    As proof of residence you must upload a document issued no more than 3 months ago. Your name, address, date of issue, and issuing agency must be present and in clear view. Documents accepted as proof of residency are:

    • A utility bill in your name with your residential address and date clearly visible.
    • A bank statement in your name with your address and date clearly visible.
    • A certificate of residence issued by the municipality on plain paper.
  • 3.7 How should the selfie be taken?

    You must upload a photo of your face with your ID clearly displayed in your hand. The ID must be the same one you previously uploaded.

  • 3.8 Where do I find the questionnaire?

    To complete the registration in eMoney, you need to fill out the questionnaire that you will receive by email.
    In case you don’t find the email in your main inbox, please check all subfolders of your inbox (Offers, Social etc.) and the Spam folder.

    In some cases, eMoney reserves the right to request additional documents, such as tax returns or FATCA forms.

  • 3.9 How do I check eMoney communications?

    During the KYC eMoney process, you will need to periodically log into the Swaggy app in order to read all communications sent by the bank via internal message.
    After reading the communications, you will be able to make the required changes, such as reloading documents that are deemed non-compliant.

  • 3.10 What to do to close my eMoney account

    If you wish to close your eMoney account, you must write directly to the bank by logging into your Swaggy app, clicking on the message section in the top right corner and then on “Go to messages” in the “Contact our Banking Institute” section.
    In case you are unable to access your Swaggy, please send an email to [email protected] with the subject line ‘Account Closure’.
    Once you receive confirmation from the bank, you will need to notify us by writing to our support team at [email protected], so we can allow you to access your Swaggy app without a webpin code.

4. BANK ACCOUNT

  • 4.1 How to connect my personal bank account

    To link your personal bank account to your Swaggy account, you need to make a transfer to Swaggy (we recommend sending a minimum of 3 Euros).

    The transfer must be made from a personal account in your name. The transfer must necessarily be on SEPA circuit.

  • 4.2 Where do I find the details to make the transfer?

    You can find all the transfer details within your Swaggy app by clicking on “TOP UP”.

  • 4.3 Co-owned bank account

    If you and another user have a joint bank account, you can only link this account to one Swaggy account.
    The account holder who makes the first transaction on his or her Swaggy wallet will be recognized as the only valid account holder.

  • 4.4 How quickly will I be able to see the credit on my account?

    Transfers usually take 2-3 business days to reach our systems and be credited to your Swaggy account, depending on your bank’s processing time. If you sent a transfer to your Swaggy account without the reason of the payment, the transfer will take an additional 24 hours to be verified and manually credited to your Swaggy account.

5. SENTYMENT

  • 5.1 What’s the Sentyment?

    Do you want to get anticipations on market trends and indications on when to buy or sell your Bitcoins? With artificial intelligence and Swaggy Sentyment now you can!
    Swaggy Sentyment is an artificial intelligence based tool that can analyze the market and give indications on the market trend and, therefore, on when it is more profitable to buy and/or sell your Bitcoins through a red, yellow and green “traffic light”.
    The red traffic light indicates that the market is in a probable decreasing phase; the yellow traffic light indicates that the market is in an uncertain phase; the green traffic light indicates that the market is in a growing phase.

  • 5.2 How to turn the Sentyment on

    To activate the Sentyment, sign in to your Swaggy app. On the right hand side, you’ll find a banner inviting you to activate the free 30-day trial.
    Once the trial is over, you’ll be asked if you’d like to activate the paid version.

  • 5.3 How much will the service cost after the free trial?

    At the end of the free trial, you will be able to activate one of the two available options:

    • Manual Sentyment, available for only 9.90€ per month.
      With this option you will be able to decide in complete autonomy whether to follow the indications of the Sentyment and, manually, to proceed with the buying and selling operations.
    • Automated Sentyment (not yet available), at 19.90€ per month.
      Thanks to this option, the artificial intelligence will carry out the buying and selling operations based on the market trend in complete autonomy and you won’t have to worry about anything. The payment will be on an annual basis, so make sure you have enough credit.

6. WALLET INSURANCE

  • 6.1 What’s Coincover?

    Swaggy allows you to protect your wallet with technology from Coincover, the brand that ensures the highest security standards for cryptocurrency deposits.
    You can choose the plan that best suits your needs!

  • 6.2 What plans can I choose from?

    You can choose from two different plans:

    • BASIC at a cost of 25€ per year. Deposit protection up to $100,000 on the reliability of the exchange.
    • PRO at 50€ per year. Deposit protection up to $250,000 on the reliability of the exchange. Up to $10,000 in case of wallet theft.
  • 6.3 How to activate Coincover

    When you access your Swaggy app, you will find the Coincover protection section on the left by clicking on the “INSURANCE” section.