FAQ

Keep reading if you have problems accessing the platform www.swaggyapp.com, with credentials or with the Webpin.

In order to log in into Swaggyyou first have togo 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 Swaggywith 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. 

In order to activate an eMoneyaccount, you first have togo through the eMoneyKYC 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 Webpinyou chose during your registration with eMoneyto log in to Swaggy. 

If you receive an error saying’Account locked due to maximum access attempts’ you need to reset your Webpinby 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. 

Keep reading if you have problems completing the KYC Swag and eMoneyprocedure. Below you can find help on how to do it successfully.

Please upload an identity document (passport or ID card). Health card or driving licencesare 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. 

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. 

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

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. 

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

During the KYC procedure of eMoney, you need to access Swaggyperiodically, 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. 

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 eMoneyaccount, you need to complete the eMoneyKYC procedure from the ‘PROFILE’ section on your Swag account. 

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

You can check all eMoneyfees and limits directly in your Swaggywallet by clicking on the top right corner. 

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

If you wish to close your eMoneyaccount, you have tosend an email to [email protected] with the subject ‘Closing Account’. Once you receive the confirmation, you should notify us so that we can change your Swaggylogin (without Webpin). 

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

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

• 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 all the top up limits of your eMoney account by clicking on the little
  man in the top right corner, going to the section “FEE and LIMITS”.

In order to link your personal bank account to your Swaggy account, you must make a bank transfer to Swaggy . The bank transfer must be made from a PERSONAL account in your name. The bank transfer must be made via the SEPA circuit.

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

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

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

In order to make any purchase or sale of Bitcoin via an exchange, or send Bitcoin toanotherwallet, 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.

You can enable the 2FA independently from your Swaggy virtual office by clicking on the little man in the top right hand corner, by going to the “SECURITY” section. 

• If you have lost your smartphone, or if you have accidentally uninstalled the Authenticator App, in order to disable 2FA on your account, you will need to contact us by sending a selfie with ID in hand to [email protected].
• If you have also enabled 2FA on your Swag account, you will also need to send a selfie with your ID in hand to [email protected].

You can view all fees and exchange limits for your Swaggywallet by clicking on the little man in the top right handcorner, going to the “FEE and LIMITS” section.