Questions, answered plainly

Yes. Every order belongs to an account, and there is no guest route around it.

Three things depend on that. A verification step is completed before any payout. The audit trail, which records who approved an order and who released the money — deliberately two different operators. And the record anti-money-laundering rules require to be kept for five years.

An account is an email address and a password, and it costs nothing to open. Nothing is verified until you decide to go further, so you can read how it works and the published rates first and work the figure out yourself: face value less a flat 5%.

Not yet. The platform is pre-launch, the virtual asset licence application is in progress, and trading is not enabled. No voucher can be bought or sold through the site today.

What is published now is the part that does not depend on a launch date: the sequence an order follows, what the commission is and what it covers, which countries cannot be served, and what happens to your documents and your code.

The service is described in terms of how it works, never in terms of what it has done, because it has not launched. If you want to know when a particular brand becomes available, supported vouchers is kept accurate rather than aspirational.

Four things: the voucher, an identity, a settlement destination in your own name, and a country that can be served.

• The voucher, and the till receipt if you still have it. The receipt carries the purchase date, the retailer and usually a transaction reference — the details an issuer asks for when a code is queried.
• Your name and country of residence, as part of our verification process.
• A wallet, bank account or PayPal account in your own name. Third-party payouts are refused on every route.
• A country outside the restricted list.

Selling a prepaid voucher sets out the full sequence, including the points where it stalls.

No. France is not served, and that is a settled position rather than a temporary outage.

The same applies to jurisdictions on the FATF call-for-action list, to comprehensively sanctioned jurisdictions, and to any market where no local authorisation is held. The full list is published on restricted countries, and it is the same list the system enforces at verification rather than a shorter one written for the website.

Residence is checked before you upload a document, so a country problem surfaces early rather than at settlement. Using a VPN or giving an address you do not live at does not create access. It creates a failed verification and a compliance case on the file.

Transcash, PCS, Paysafecard, Neosurf, Cashlib and Flexepin are the brands the service is built around. Which of them can be traded, and in which direction, is listed on supported vouchers — and while the platform is pre-launch, none of them is enabled.

A brand can be unavailable for a reason worth knowing. Issuer terms commonly prohibit transferring a code to a third party. Where that is the case, the brand is not accepted until there is either an agreement with the issuer or a documented legal position permitting it.

A code that cannot lawfully be redeemed is a code that cannot be paid for, and finding that out after you have handed it over would be the worst possible time.

No figure in hours or days is promised, because the slow step belongs to somebody else. The sequence is this.

Verification is completed before any payout. Then an operator checks the voucher with its issuer, by telephone to a merchant line or through the issuer's redemption portal. Issuers keep office hours in their own time zone, some hold a queue, and weekends and public holidays stop the process.

Start the verification step when you open the account rather than when you already have a code in your hand. It runs independently of an order, and once it is done it is done — the check is not repeated for every transaction.

A government identity document — passport, national identity card or residence permit — unexpired and fully readable. With it, a selfie holding that document, your face and the document legible in the same photograph, and your full name, date of birth and country of residence.

Photograph the document whole: all four corners in frame, no glare across the machine-readable strip, nothing covering the text.

The payout stops until the two names agree. The name on the identity document, the name on the account and the name on the settlement destination have to be the same name, not approximately the same name.

The cause is usually innocent. A middle name dropped. A married name not yet updated at the bank. A non-Latin script transliterated one way on a passport and another way by a bank.

Fix it at the source rather than asking for an exception. Either give a destination in the verified name, or update the bank's records and tell support once it is done. What cannot happen, at any amount and on any route, is payment into an account in somebody else's name.

A verification step is completed before any payout.

A verification step is completed before any payout.

They are stored encrypted, outside the public web root, and are never served as ordinary files. Only reviewing staff can open one, through a route that writes every view to an audit log with the name of the person who opened it.

Of your document number, only a one-way fingerprint is kept — enough to recognise the same document appearing on another account, not enough to reconstruct the number itself.

They are retained for five years after your last transaction, because anti-money-laundering rules require it, and deleted afterwards. Your rights over that data, and how to ask what is held about you, are set out in the privacy policy.

You are told why, and in most cases you can submit again. The usual reasons are fixable without much trouble: a blurred or cropped photograph, glare on the document, an expired document, or details that do not match what was entered on the account.

Two refusals are not worth retrying. If your country of residence cannot be served, that is said before you upload anything — see restricted countries. And where a sanctions or screening match stands against the name, no photograph improves the position.

If you have resubmitted and are still stopped without a reason you can act on, support is the route. Sending the same photograph a third time is not.

Only if it genuinely came to you, and even then it depends on the issuer's terms. Issuer terms commonly prohibit transferring a code to a third party, which is why a brand is not accepted until there is an agreement with the issuer or a documented legal position permitting it.

Expect to be asked how you came by it: where, when, from whom, at what price, and what you can show — a till receipt, a marketplace listing, a chat log, a record of what you paid for it.

The payout still goes to you, in your own verified name, and never onward to the person who bought it. If the voucher turns out to carry a fraud report, the order is frozen and the code is not handed back. What happens when a voucher fails verification explains why.

The order is re-priced and you choose whether to go ahead. Nothing settles at a lower figure without being put to you first.

A quote is calculated from the face value you declare, so if the issuer confirms a smaller balance the arithmetic no longer holds. You are told what the issuer reported and offered two options: settle against the confirmed balance, less the same flat 5%, or reject the order and leave the voucher where it is.

If nothing remains — the code has already been spent — there is nothing to buy. The order is rejected, the reason is given, and no commission is charged. The 5% applies to a conversion that completes, never to an attempt. How a voucher is verified covers what the issuer is asked.

No. The settlement destination has to be in your own name, matching the identity on your account — the document you verified with, or the name you declared where the amount did not call for a document — on every route and at every amount.

This is not a preference. Paying a wallet, IBAN or PayPal address belonging to somebody else defeats the point of identifying the person being paid, and "send it to my friend's account instead" is the exact shape of a money-mule chain. Asking for it stops a transaction rather than speeding it up.

Watch for the version of this request that comes from someone else. If a person you know only online, an employer you have never met, or a caller claiming to be from a bank asks you to receive money and pass it on, that is the arrangement being described here. See voucher scams.

It is encrypted the moment it arrives, readable only by the operator working your order, and destroyed once the order settles.

Every access is written to an audit log: which operator opened the code, and when. Where an order is rejected, the code is purged in the same way it is purged on settlement.

What survives is the record rather than the value — the order and its status, the reason for the outcome, and a fingerprint that prevents the same voucher being presented twice.

Be clear about what sending a code means, though. Whoever holds it can spend the balance. Send it through the channel the operator gives you and nowhere else. Security sets out how it is held.

Yes, at any point before the voucher has been verified with the issuer, and there is no charge for it. Cancelling before verification is listed on rates among the things not charged for.

After the check, the position changes, because the check is the expensive part and the answer is already known. If the issuer confirms a full live balance, the order proceeds to settlement at the figure quoted. If the balance is short, you are offered the re-priced figure and can decline it.

One case cannot be cancelled. Where a voucher is blocked or carries a fraud report, the order is frozen rather than closed, a compliance case is opened, and the code is not returned.

It depends which of four findings the issuer reports, and they are very different from one another.

• Already redeemed. Nothing remains to buy. The order is rejected with its reason, and no commission is charged.
• Partial balance. You are offered the re-priced figure, and you can accept or decline it.
• Code invalid, or not valid for that brand. Usually a transcription error. Check it against the slip and submit again.
• Blocked, or a fraud report attached. The order is frozen, no settlement is released, and the code is not returned.

The last one is uncomfortable and is better said plainly than buried. If you obtained the voucher in good faith, say how — where, when, from whom, at what price — and say it early. What happens when a voucher fails verification sets out that route.

You choose the brand and the face value, verify your identity, pay, and the code is released to you once the payment has cleared and two operators have signed the order off. The price is the face value plus 5% commission. We add nothing else.

Ordering is not open yet. The platform is pre-launch, the virtual asset licence application is in progress, and trading has not been enabled, so no purchase can be placed today.

When it opens, the brands offered will be the ones listed at supported vouchers, and the commission is set out at rates.

On the order page in your account, after the operator releases it. We do not send voucher codes by email, SMS or chat, and we will not read one out over the telephone.

Until release the code is encrypted. It can be decrypted only by the operator working your order, every access is written to a log with the name and the time, and the code is destroyed from our systems once the order settles.

Treat it as cash from the moment you can see it. Redeem it, or keep it somewhere you would keep a banknote, and do not pass it to anyone who contacts you about it. The handling rules are at security.

Before the code is released, yes. An unreleased order can be cancelled and the payment returned by the route it arrived on. Ask at support and quote the order reference.

After the code has been shown to you, no. A voucher code is bearer value: once it has been seen it can be spent, and neither we nor the issuer can put that back. That holds even if you have not redeemed it, and even if you ordered the wrong brand.

So check the brand and the face value before you pay. The cancellation position is written into the terms.

USDT, Bitcoin, a bank transfer or PayPal. You choose when you place the order, and the choice can be changed while the order is still open.

Where the method carries a name, the name has to be yours. A bank account or PayPal account belonging to someone else will not be paid.

The sequence is the same whichever you pick. You submit the code, an operator contacts the issuer and verifies the voucher, your identity is verified, a second operator approves the release, and the payout goes out. Each method, with its trade-offs, is described at settlement methods.

The value the issuer confirms, less 5% commission. That is the only deduction we make.

Two things can make the figure differ from the number printed on the voucher. First, if the voucher has been partly spent, settlement is on the balance the issuer confirms, not on the face value. Second, the network or the bank at the receiving end may charge for the transfer itself. Those charges are set by that provider, not by us, and we take no share of them.

There is no fee for verification, no fee for a failed order and no minimum charge. Rates states the commission, and the five per cent explains what it pays for.

Because a PayPal transfer can be reversed or held after it has been sent, and we have no control over that. PayPal applies its own rules to its own accounts. If it freezes or claws back a payment weeks later, the money has gone from your side and the order is settled from ours, and neither of us can appeal to the other about it.

Bank transfer, USDT and Bitcoin settle cleanly. Once sent, they are sent.

PayPal remains available as a choice, and it is paid only to an account in the verified customer's own name. If you have a choice, take one of the others. Settlement methods compares them.

If the payout has already been sent, it cannot be recovered. Blockchain transfers are final. We cannot recall one, and nobody can reverse it on request. The funds count as settled and the order closes.

Before release there is still time. The address you gave is shown back to you, and a second operator reviews the order before the money moves. Neither check can tell whether the address belongs to you. Only you can.

So copy and paste the address rather than retyping it, compare the first and last characters against your wallet, and confirm the network matches the one you selected. If you spot a mistake before the payout goes out, write to support at once.

No. Money is released only to the verified customer: a bank or PayPal account in your own name, or a wallet address you control and have declared on the order.

Paying a third party would undo the point of verifying who we are paying. It is also a standard laundering route, and one of the clearest signs that a customer is being used by somebody else.

If a person has asked you to sell a voucher and send the proceeds on to them, stop there. That request is a fraud pattern, whatever reason has been given for it. Voucher scams sets out how it usually runs.

A person's time, a risk that transfers with the code, and the compliance machinery behind both.

The largest part is human. Every voucher is checked with its issuer before payment is released — an operator on a merchant line or inside a redemption portal, sometimes queuing, sometimes calling back the following day.

The second part is risk. Once payment goes out, what is held is a code and nothing else. Prepaid vouchers carry no chargeback running in that direction, so if an issuer later voids the code, the loss stays where it fell.

The third is compliance: identity checks paid for per check whether or not the order proceeds, screening data that has to be kept current, records held for five years. What the 5% pays for goes through it in full.

No. Five per cent is flat and applies identically at every size — no tier for large amounts, no different figure for a first transaction, and nothing deducted afterwards.

The honest reason is that the cost does not fall with size the way you would expect. Ten small vouchers mean ten conversations with an issuer; one large voucher means one. A flat percentage already charges the small transaction less than it costs to handle and the large one more. That is a deliberate trade: one legible number anyone can check with mental arithmetic.

A large amount does change something else. Declare it before you start, because it may sit above a threshold where further checks apply. How transaction limits work explains where those thresholds come from.

No further commission is added anywhere. Creating an account, verifying your identity and cancelling an order before the voucher has been verified are not charged for, and blockchain network fees on crypto payouts are not taken out of your settlement. Rates states the position in full.

What can still reduce the amount that lands is charged by somebody else along the route. On a SWIFT transfer, correspondent banks may each deduct a fee as the payment passes. PayPal takes a receiving fee, and a conversion spread where the currencies differ.

Those are the rails' charges rather than ours. Choosing how you get paid sets out what each route costs and what each one does on a bad day.

The rate is the same, but it is added rather than deducted. Selling, the commission comes out of what you receive: a 100 EUR voucher settles at 95 EUR. Buying, it goes on top of what you pay: a 100 EUR voucher costs 105 EUR.

The figure is shown before you confirm, and the amount quoted at confirmation is the amount that applies.

Buying is subject to the same brand availability as selling — supported vouchers shows which brands are enabled in which direction. While the platform is pre-launch, none of them is.

One person: the operator working your order. The code is encrypted the moment it arrives and decrypted only for that operator, only while the order is open.

Every access is logged, with who opened it and when. Staff who are not working your order cannot read it. It is never written into an email, a chat message or a support ticket. Once the order settles, the code is destroyed.

The reason is straightforward. A voucher code is bearer value, so anyone who can read it can spend it, and the smallest number of people who can read it is one. Security sets out the handling rules in full.

Yes, in nearly every case. No tax authority, police force, court, bank, utility, delivery company or genuine employer takes payment in prepaid voucher codes. Neither does a partner you have only ever met online.

The pattern is consistent: urgency, a reason you must not tell anyone, and a demand for the code by photograph or message rather than a payment that could be traced or reversed.

Stop there. Do not buy another voucher, and do not send a code you have already bought. If you have already sent one, contact the issuer immediately. Who never asks for vouchers lists the impersonations, and sent a voucher code sets out what to do next.

No. A purchased code is released to the verified account holder and to nobody else. We will not send it to another address, another person, or a third party who says they are expecting it.

This is deliberate. Buying a voucher on someone else's instructions and passing on the code is a standard shape of voucher fraud, and the person who bought it is the one left out of pocket.

If you are buying a gift, buy it, take the code yourself, and hand it over in person or in a way you control. If someone you have never met is waiting for the code, read voucher scams before going further.

Judge what is being asked for, not who it appears to come from. A sender name and a caller number can both be forged.

We will never ask for your password or a two-factor code. We will never ask you to send a voucher code by email, chat or telephone; codes are entered on the order form and nowhere else. We will never ask for a fee to release a payout, and we will never ask you to move money to a safe account.

Our written contact comes from [email protected], and anything about your order can be read in your account. If a message troubles you, do not reply to it. Report suspected impersonation to [email protected]. Security lists what we never ask for.

No money is released and the order stops there. The operator records what the issuer said and tells you.

There are four common causes. The code was mistyped, which we can correct and re-check. The voucher has already been spent, in full or in part. The issuer has blocked it, usually because it was reported lost, stolen or linked to a fraud. Or the issuer wants the original proof of purchase before confirming anything.

Only the issuer can lift a block. It holds the record, we do not, and we cannot overrule it. Keep your till receipt, because it is the strongest thing you have in that conversation. When a voucher fails verification takes each case in turn.

A compliance case is opened, and while it is open, settlement on any other order of yours is frozen. The record is not deleted. Order records are retained for five years.

If the issuer or a law enforcement body makes a lawful request, we respond with what we hold, including your verification. Where the law requires a report, we make one, and we may be prohibited from telling you that we have.

We may also seek to recover the amount paid, and the account may be closed.

If you bought the voucher yourself and did nothing wrong, the receipt carries more weight than anything you can say. Keep it. Compliance sets out how cases run.

Because in some cases we are not permitted to give one. When a compliance case is opened, settlement stops until it closes. Where the case involves a report to the authorities, the same law that requires the report forbids us from telling you it has been made. An operator may therefore be limited to a single sentence: the order is held and under review.

A case is opened on rules and patterns, not on a judgement about your character. An open case is not a finding against you.

What helps is answering any request for documents quickly and in full. What does not help is opening a second account. Compliance explains the framework, and AML and prepaid vouchers explains why it exists.

It is sitting at one of five stages, and an operator can tell you which. You submit the code. An operator contacts the issuer and verifies the voucher. Your identity is verified. A second operator approves the release. The payout goes out.

The second stage is the one that varies. A person telephones or contacts the issuer, and the issuer's hours, queues and own checks govern how long that takes. That is why we publish no turnaround time in hours or days. We could not hold ourselves to one.

Write to [email protected] with the order reference and you will be told the stage, unless an open compliance case limits what can be said. How it works sets out the sequence.

Write to [email protected] with the order reference and an account of what happened and when. Attach anything that supports it.

The complaint is logged and examined by someone other than the operator whose decision you are complaining about. You receive a written answer setting out what was found and what, if anything, changes. Complaints and their outcomes are retained for five years.

Two honest limits. A complaint does not release a frozen order; a compliance review runs on its own track. And where the law restricts what may be disclosed, the answer will say so rather than pretend otherwise. The procedure is at complaints.

We report where the law requires it, and not otherwise. There is no routine feed of customer information to anyone.

A report is made where there is suspicion of money laundering or fraud, where sanctions screening produces a genuine match, or where a competent authority or a court makes a lawful request. In those cases we provide what we hold about the order and the verification behind it, and nothing wider.

Where a report has been made, we are often prohibited from telling you. That is a legal duty, not a policy choice.

We do not sell customer data, and we do not hand information to a private party who asks without a legal basis. Compliance and privacy cover both sides.

No. Every order belongs to an account, and a verification step is completed before any payout.

Because we serve only markets where we can operate lawfully. France is not served. Neither are FATF call-for-action jurisdictions, comprehensively sanctioned jurisdictions, or any country where no local authorisation is held.

That is a decision about the law in a place, not a judgement about you.

A VPN does not change it. Residence is established from what you declare and, where documents are asked for, from the document itself — never from your connection — and an order will stop when the two disagree. Stating a residence that is not yours breaches the terms and is grounds for closing the account.

The current position is at restricted countries, and the reasoning at why some countries are restricted.

Write to [email protected] with the account reference and ask what is needed to lift it. That is the useful action available to you.

Suspensions come from a short list of causes: verification documents that have expired or cannot be read, details that do not match those documents, an open compliance case, or a breach of the terms. In the first two the operator can tell you plainly and you can put it right. Where a compliance case is open, what can be said may be limited.

Do not open a second account while the first is suspended. That is itself a breach, and it closes off the simplest way out. If you believe the suspension is wrong, complaints is the route to challenge it.

Not straight away. Records, including identity documents, are retained for five years after the relationship ends. The anti-money-laundering rules we operate under require that, and it cannot be waived at a customer's request.

Retained is not the same as in use. A closed account's documents are held for that legal purpose alone. They are stored outside the web root, never served as ordinary files, and can be viewed only by authenticated staff through a route that records every view. When the retention period ends, they are destroyed.

You may ask what is held about you and receive a copy. Write to [email protected]. Privacy sets out that right and the others alongside it.