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FAQ SWAGGY

  • 1.1 SWAGGY LOGIN

    In order to log in into Swaggy you first have to go through the KYC procedure which you can find in your Swag Virtual Office, under Profile/ Swag KYC. Once you have gone through the KYC procedure and received approval, you can log in to Swaggy with the same e-mail and password that you use to log in to Swag. If you receive an incorrect credentials error, you must change your password by clicking on ‘forgot password’ on the login page following the procedure indicated. If you don’t receive an email with instructions to reset your password immediately, you should check all the subfolders that some mailboxes create (Offers, Social etc.) including the Spam folder.

  • 1.2 EMONEY LOGIN

    In order to activate an eMoney account, you first have to go through the eMoney KYC procedure in your Swag Virtual Office under Profile/KYC eMoney. Once you have done that, you will have to use your email address and the six-number Webpin you chose during your registration with eMoney to log in to Swaggy.

  • 1.3 WHAT SHOULD I DO IF MY ACCOUNT IS LOCKED?

    IIf you receive an error saying Account locked due to maximum access attempts you need to reset your Webpin by clicking on “FORGOTTEN WEBPIN”. You will then receive an e-mail with a link to update the Webpin. If you don’t immediately receive an email with instructions on how to reset the Webpin, you should check all the subfolders that some mailboxes create (Offers, Social etc.) including the Spam folder.

  • 1.4 Enabling the 2FA code

    You can enable the 2FA independently from your Swaggy virtual office by clicking on the small man on the top right-hand side, then going to the “Security” section.

  • 1.5 How to disable the 2FA code?

    If you have lost your smartphone or accidentally uninstalled the Authenticator App, to disable the 2FA on your account you will need to contact us by sending a selfie with your ID in your hand to support@swaggy.atlassian.net. If you have 2FA enabled on your Swag account and want to disable it, you will also need to send a selfie to support@swagyourlife.atlassian.net.

  • 1.6 What do I need to do to buy, sell or send BTC?

    In order to make any purchase or sale of Bitcoin via an exchange, or send Bitcoin to another wallet, you need to enter the confirmation code you will receive by email, or if you have 2FA enabled, the code generated by the Authenticator App installed on your smartphone.

  • 1.7 Where can I view Fees and Limits?

    You can view all the fees and exchange limits of your Swaggy eWallet by clicking the small man on the top right, and going to the “FEE and LIMITS” section. 

2. KYC SWAG

  • 2.1 How to carry out the KYC procedure?

    Follow this useful guide on YouTube https://www.youtube.com/playlist?list=PL5noCMuoMSBnrS2gBCemfFdlJNyCSmE5p 

    If you have difficulties please continue reading below for more details 

  • 2.2 I have already done the KYC Swag, do I have to repeat the procedure?

    If you have already done the Swag KYC you do not have to repeat the whole procedure but you will only have to fill in the questionnaire in Section 7. The rest will already be green.

  • 2.3 What do I need to carry out the KYC?

    To perform the Swaggy KYC procedure you need a smartphone or a computer.

  • 2.4 WHICH DOCUMENTS TO UPLOAD?

    Please upload an identity document (passport or ID card). Health card or driving licences are not accepted.

    •  Remove the documents from the plastic case to avoid reflection of light or flash. We recommend that you record your film directly during the KYC procedure, so that the film is in a format supported by the platform.
    • Upload a recent proof of residence, not more than 3 months old. On the document, your name, address, date of issue and issuing body must be present and clearly visible.
  • 2.5 WHAT DOCUMENTS ARE ACCEPTED AS PROOF OF RESIDENCE?

    The accepted documents are:

    • A Utility bill in your name with your address and date visible;
    • A bank statement in your name with your address and date visible;
    • Recent certificate of residence issued by the municipality on plain paper. Not older than three months.
  • 2.6 Which address must be provided?

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

  • 2.7 How long before I get the result of the verification?

    Once the procedure has been completed, you must wait for the outcome of the verification. The external body responsible for the verification reserves up to 24 hours to communicate the outcome.

  • 2.8 What should I do if the procedure has not been approved?

    If a repeat of the procedure is required, only the required parts need to be revised.

  • 2.9 What is meant by important public offices? Section 7

    Important public offices are as follows: President of the Republic, Prime Minister, Minister, Vice-Minister and Undersecretary, President of the Region, Regional Councilor, Mayor of a provincial capital or metropolitan city, Mayor of a municipality with a population of no less than 15,000 inhabitants as well as similar positions in foreign countries.

  • 2.10 What is meant by performer? Section 1

    By executor we mean the presence of a person entitled to carry out the customer’s decisions. 

  • 2.11 Who has to fill in the questionnaire?

    The questionnaire must be completed by all promoters and customers who have an account on Swaggy 

  • 2.12 What happens if I have already performed the Swag KYC?

    If you have already done the KYC but not completed the risk questionnaire, access your Swag in the KYC status profile section to be completed, therefore you will need to complete the entire questionnaire. 

  • 2.13 What if I only did the eMoney KYC?

    If you have only done the KYC of eMoney you will have to carry out the KYC Swag in full by completing both the personal and residency part and the risk questionnaire. 

  • 2.14 When should the questionnaire be completed?

    The questionnaire must be completed at the same time as the KYC service. 

3. KYC eMoney

  • 3.1 WHICH DOCUMENTS TO UPLOAD?

    Please upload an identity document (passport or ID card). Health card or driving licences are not accepted. Remove the documents from the plastic case to avoid reflection of light or flash. We recommend that you record your film directly during the KYC procedure, so that the film is in a format supported by the platform. Upload a recent proof of residence, not more than 3 months old. On the document, your name, address, date of issue and issuing body must be present and clearly visible. 

  • 3.2 WHAT DOCUMENTS ARE ACCEPTED AS PROOF OF RESIDENCE?

    The accepted documents are: 

    • A Utility bill in your name with your address and date visible; 
    • A bank statement in your name with your address and date visible; 
    • Recent certificate of residence issued by the municipality on plain paper. Not older than three months. 
  • 3.3 HOW SHOULD THE SELFIE BE TAKEN?

    You must upload a selfie of yourself holding a document. The document must be the same as the one you previously uploaded. 

  • 3.4 WHERE DO I FIND THE QUESTIONNAIRE?

    In order to complete your registration in eMoney, you need to fill in the questionnaire that you will receive by email. If you do not find the questionnaire immediately, you should check all subfolders that some mailboxes create (Offers, Social etc.) including the Spam folder. 

  • 3.5 WHY DID EMONEY REQUESTED ADDITIONAL DOCUMENTATION?

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

  • 3.6 HOW DO I VIEW EMONEY COMMUNICATIONS?

    During the KYC procedure of eMoney, you need to access Swaggy periodically, so you can read all communications sent by the bank via internal message. After reading the communications, you can make the required changes, such as reloading documents that are deemed non-compliant. 

4. BANK ACCOUNT

  • 4.1 eMoney account - what is it and how to activate it?

    eMoney is our official banking partner with whom you can link your Swaggy account, convert Bitcoin to Euro and use debit cards provided by the institution. 

    To activate an eMoney account, you need to complete the eMoney KYC procedure from the ‘PROFILE’ section on your Swag account. 

  • 4.2 WHAT CITIZENSHIP IS REQUIRED?

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

  • 4.3 WHERE DO I CHECK FEES AND LIMITS?

    You can check all eMoney fees and limits directly in your Swaggy wallet by clicking on the top right corner. 

  • 4.4 HOW CAN I UPDATE MY CELL PHONE NUMBER?

    If you have an eMoney account and wish to update your mobile number, you need to contact eMoney directly by writing a direct message from your virtual office in Swaggy 

  • 4.5 What do I have to do to close my eMoney account?

    If you wish to close your eMoney account, you have to write to the bank by accessing your Swaggy, in the message section you will find “Contact our Bank”. If you cannot access your Swaggy, please send an email to cs@emoneyplc.com with the subject ‘Close Account’. Once you have received confirmation, you will need to notify us by opening a ticket by writing to support@swaggy.atlassian.net so that we can change your Swaggy login (without Webpin). 

  • 4.6 HOW TO ACTIVATE THE PREPAID CARD?

    To activate your prepaid card, you need to have an eMoney account with an IBAN. 

  • 4.7 WHAT SHOULD I DO IF I LOSE MY EMONEY CARD PIN CODE?

    Once you have activated your eMoney card you will receive an SMS with the pin code. In case of forgetting or losing the pin you need to contact eMoney by sending a direct message from your virtual office in Swaggy 

  • 4.8 WHAT OPERATIONS CAN I PERFORM ON MY EMONEY ACCOUNT?

    You can top up your eMoney account via exchange, converting your Bitcoins, or transferring the desired amount of Euros from your Swaggy wallet to your eMoney account. You can check the entire top up limits of your eMoney account by clicking on the small man in the top right corner, going to the section “FEE and LIMITS”. 

5. Linking the current account

  • 5.1 How do I link my personal current account?

    In order to linkyour personal current account to your Swaggy account, you need to make a bank transfer to Swaggy (we recommend a minimum of 3 euro). The transfer must be made from a PERSONAL account in your name. The transfer must be made on the SEPA circuit.

  • 5.2 WHERE DO I FIND THE BANK TRANSFER DETAILS?

    You can find all the details for making the bank transfer to your Swaggy account in your Swaggy backoffice by clicking on the button ‘RECHARGE (TOP-UP)’. 

  • 5.3 WHAT IF THE BANK ACCOUNT IS JOINTLY HELD?

    If you and another user have a joint bank account, you can only link this account to a Swaggy account. 

  • 5.4 HOW LONG DOES IT TAKE TO VIEW THE CREDIT ON MY ACCOUNT?

    Transfers usually take 2-3 working days to reach our systems, depending on your bank’s processing time, and be credited to your Swaggy account. If you have sent a bank transfer to your Swaggy account without a reference, the bank transfer will take a further 24 hours to be verified and manually credited to your Swaggy account. 

6. Sentyment

  • 6.1 What is Sentyment?

    Do you want to get a preview of market trends and indications of when to buy or sell your Bitcoin?
    With artificial intelligence and Swaggy’s Sentyment you can!
    Swaggy’s Sentyment is an artificial intelligence-based tool that can analyse the market and give an indication of market trends and therefore when it is most advantageous to buy and/or sell your Bitcoins. Through a red, amber and green ‘traffic light’. 

    RED light indicates that the market is likely to go down.
    AMBER light indicates that the market is in an uncertain phase.
    GREEN light indicates that the market is in a growth phase. 

  • 6.2 How do I activate the free trial?

    Log in to your Swaggy account, on the top right hand side you will find a banner inviting you to activate the 30 day free trial. Once the trial is over you will be asked if you want to activate the paid version. 

  • 6.3 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 €9.90 per month 

    With this option you will be able to decide in complete autonomy whether to follow Sentyment’s instructions and manually proceed with the buying and selling operations. 

    – AUTOMATED SENTYMENT (not yet available) for €19.90 per month

    Thanks to this option, the artificial intelligence will carry out the buy/sell transactions on the basis of the market trend in complete autonomy, you don’t have to worry about anything. 

    Payment will be on an annual basis, make sure you have sufficient credit. 

7. Wallet insurance

  • 7.1 What is Coincover

    Protect your wallet with technology from Coincover, the brand that ensures the highest standards of security for cryptocurrency deposits. You can choose the plan that best suits your needs! 

  • 7.2 Which plans can I choose from?

    There are two plans: 

    BASIC at a cost of €25 per year. Protection on deposits up to $100.000 on the reliability of the exchange. 

    PRO at a cost of 50€ per year. Deposit protection up to $250.000 on the reliability of the exchange. Up to $10,000 in case of wallet theft. 

  • 7.3 How do I activate Coincover?

    When you log in to your Swaggy wallet you will find the Coincover protection section on the left hand side under “Insurance”. 

    Payment is on an annual basis.