Yes, Payswix, UAB is an Electronic Money Institution, authorized by the Central Bank of Lithuania (No. 21) for the issuing of electronic money.
While the information on the payswix website is available in a variety of languages for marketing and easy accessibility purposes, our Team will provide further assistance in English and Lithuanian languages only.
Of course. Your safety is one of our top priorities. We preach full transparency when it comes to our customers’ accounts and transactions; therefore, we will keep you informed about the status of your account as well as your payments.
As Payswix, UAB is registered under the Data Protection Act, our internal procedures and systems are designed to comply with the data security regulations. Hence, we can assure you that the shared information and documents are completely safe with us.
The EEA stands for European Economic Area and the countries that belong to it are Austria, Belgium, Bulgaria, Croatia, the Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
The Hague Convention includes Albania, Andorra, Antigua, Argentina, Armenia, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Barbados, Belarus, Belgium, Belize, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Brunei Darussalam, Bulgaria, Burundi, Cape Verde, Chile, China (Hong Kong), China (Macao), Colombia, Cook Islands, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, El Salvador, Estonia, Fiji, Finland, France, FYR of Macedonia, Georgia, Germany, Greece, Grenada, Guatemala, Guyana, Honduras, Hungary, Iceland, India, Ireland, Israel, Italy, Jamaica, Japan, Kazakhstan, Korea, Republic of - (South Korea), Kosovo, Kyrgyzstan, Latvia, Lesotho, Liberia, Liechtenstein, Lithuania, Luxembourg, Malawi, Malta, Marshall Islands, Mauritius, Mexico, Monaco, Mongolia, Montenegro, Morocco, Namibia, Netherlands, New Zealand, Nicaragua, Niue, Norway, Oman, Panama, Paraguay, Peru, The Philippines, Poland, Portugal, the Republic of Moldova, Romania, the Russian Federation, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Serbia, Seychelles, Singapore, Slovakia, Slovenia, South Africa, Spain, Suriname, Swaziland, Sweden, Switzerland, Tajikistan, Tonga, Trinidad and Tobago, Tunisia, Turkey, Ukraine, United Kingdom of Great Britain and Northern Ireland, United States of America, Uruguay, Uzbekistan, Vanuatu, Venezuela.
The outgoing and incoming SEPA payments are available from/to Austria, Andorra, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Vatican City and Non-EEA Territories, namely, Saint-Pierre-et-Miquelon, Guernsey, Jersey, Isle of Man.
Payswix considers your safety one of its top priorities. However, please keep in mind the following steps to additionally ensure the security of your information:
1) Protect your personal information: there might be fraudsters that pretend to be from Payswix, asking for you to verify your personal information via email. Please make sure to double-check if the details present in the email are valid and belong to us (email address, contacts, what subject on the email is used, who is writing you an email, etc.). Be especially suspicious if someone is asking for information that Payswix already has. If you suspect fraudulent activity from someone using our name, please contact us immediately via [email protected]. Please keep in mind that we will never ask for information that could compromise your account.
2) Create a strong password for your account: please consider creating a password that is at least 8-12 characters long and includes mixed numbers, capital/lower-case letters, and symbols. Try staying away from obvious dictionary words and combinations of dictionary words. Try using passphrases instead of passwords, as they are easier to remember and more difficult to guess.
3) Sign out from public devices: If you're logging into our website in a public place (library, office, friend's house, etc.) do not forget to log out when you're done.
4) Please note that payswix only uses SMS service to verify your identity. You will never be asked to verify your login by phone, e-mail, or other means.
5) Reporting suspicious activity: If you think that your account has been compromised, please reach out to us immediately via [email protected]. If you have given your login information to somebody or used the same password for several accounts, please change it.
Applying for an IBAN
Multicurrency wallet lets our clients hold their funds in ~70+ foreign currencies within the same account. Such a service makes it easier to store, send and receive funds.
Designated accounts are generated to provide a named IBAN for receiving and sending out payments. You can apply for a designated IBAN here and fill out the online registration form. Once your account has been set up, you will receive an email with the details of your designated account.
For individual accounts: 3-5 business days, depending on the relevancy of the documents and information provided.
For business accounts: There is no exact time frame for corporate account activation. Once we receive your completed payswix application, our Compliance team will review the information and send a list of required documents. The account approval depends on the relevancy of the documentation and information provided.
There is a standard package of documentation that we always request once the Onboarding process is started. However, any type of additional data required will depend on the type of business that your company conducts. You can check our Onboarding guide here.
No, they are not. The source of funds should reflect the company income, while the source of wealth should indicate where you got the funds from to start your company.
As a licensed electronic money institution, we require our customers to go through the necessary compliance checks that include the disclosure of certain personal information and documents. This guarantees a safe and efficient onboarding process. Please be assured that we take the data use and storage seriously and are operating under the Data Protection Act. Hence, your information is safe with us.
Yes, the information you provide must be correct and up-to-date. Only then, we can conduct successful compliance and identity checks.
Your account fees depend on the pricing category you are in. You can check our pricing here.
Due to internal policy, there is specific information that cannot be released to our clients or disputed. The reason for the account rejection is one of them. If a new registration is possible, our team will inform you of that.
There is no need to worry. Just contact [email protected] and we will help you to amend them.
Yes, however, you would need to apply for a B2B account first. Please also note that a C2B account can be provided only to EU-regulated crypto, forex, and gaming/gambling companies.
You can log into your account by pressing on the ‘Sign In’ button in the top right corner of the main page and by putting the email address and password you used on the registration, as well as confirming your identity by putting an OTP received via SMS.
You can see the balance of multi-currency wallets as well as the approximate balance in EUR on your home page, by pressing 'Home' and then on ‘Overview’.
You can add sub-users for other company employees/ managers to use the account as well. For that to happen, you can go to ‘Settings’ at the right top corner of the page and click ‘Sub Users’. After that, please upload the required information, so we could approve it. Once it is done, the new user will be able to log into your account with their own credentials (email and password created). Please note that adding a sub-user option is available only for corporate clients.
A sub-account is an alternative account separated from the main one. Usually, additional accounts are used for the sole reason of keeping the funds separately (savings, salary, etc.) and making it easier to differentiate between them. You can use any of your sub-accounts to transfer or receive the funds.
You can create one by going to ‘Settings’ at the right top corner of the account page, clicking on ‘Sub Account’, and putting the information requestion for further approval.
Once the application is received by our team, we will reach out to you to confirm which sub-accounts should be activated as well as to confirm the pricing applied.
You can apply for a C2B account by creating a sub-account onto your main one and by indicating that it is a C2B account (the C2B account shall be named as XXXXXXXXXX LTD/UAB (IND)).
Go to ‘Settings’ at the top right corner of your account page and click ‘Change password’. You can also click on the ‘Forgot Password’ button on the sign-in page, put in your registered email address and you will be sent a reset link. Please make sure to choose a secure password by putting a minimum of 8 characters including at least one lowercase and an uppercase letter, one digit, and one of these special characters: !@#$%^&*_
For individual clients: Please send your inquiry to [email protected] from your registered email address and we will do the rest.
For business clients: to change your mobile number or email address, please send us ([email protected]) an official free-form letter with your request. The letter should include the old and the new phone numbers and/or emails and be signed by the director of the company. Once the letter is received, we will do the rest.
If you have not received an OTP upon registration, please double-check if the phone number you have provided is correct. If everything seems fine, we recommend contacting your mobile service provider and asking them to whitelist our OTP provider 'Twilio'. If you still do not receive the OTP, please contact us at [email protected] and we will investigate this further.
Most probably you have entered the credentials of your account or the OTP incorrectly a couple of times. Please send a message to [email protected] from your registered email address and we will unblock the account.
To close the account, please send your request to [email protected] from your registered email address. Please note that for a corporate account closure, you will be requested to provide an official letter with your request, indicating the reason for the account closure. The letter shall be signed by the director of your company.
If your account is closed, it means that you are no longer able to log in to Payswix E-wallet and perform any actions in the account. The account might be closed due to the following reasons:
- Compliance reasons
- According to the personal client's request
- Due to inactivity
- Failing to cover the negative balance
If you would like to know more about the account closure, please contact [email protected].
Currency Exchange and Payments
Yes, once your account is activated, you will be able to sell and buy foreign currencies.
Log into your account and click on “Conversions”. Then choose whether you’re looking to buy or sell the currency. After you select the needed option, choose the amount, the currency that you would like to buy or sell, and the account you wish to transact from. After that, press “Get Quote” and you’ll have 30 seconds to decide whether you’re happy with the rates and fees predisposed by the system. Press ’Buy’ to complete the conversion or ’Cancel & Back’ if you decide not to.
The sources for the rate watch are global, hence the data is updated according to the open market at that time.
The outgoing and incoming* SWIFT payments are available in the following currencies:
Major currencies: AUD, CAD, CHF, EUR, GBP, JPY, NOK, NZD, USD.
Minor currencies: RUB, ZAR, THB, SGD, HKD, HUF, ILS, MXN, PLN, AED, KRW, RWF, BBD, BDT, BGN, BHD, CZK, DKK, FJD, GHS, HRK, INR, JOD, KWD, LKR, MAD, MUR, MWK, OMR, QAR, RON, SAR, TRY, TWD, TZS, UGX.
Exotic currencies: BRL, CLP, COP, BWP, JMD, KES, LSL, MGA, CNY, ARS, IDR, MYR, MZN, NAD, NPR, PEN, PGK, PHP, PKR, SLL, TND, TTD, VND, XAF, XCD, XOF, ZMW, UYU.
If you are interested in receiving incoming SWIFT transactions in any of the above-listed currencies, please contact our team at [email protected] from your registered email address with an individual request, so our team could provide you with personalized instructions.
Please see the schedule below:
8:50 - 9:30 AM EET
9:00 AM EET
9:30 – 12:00 PM EET
11:10 AM EET
12:00 – 14:30 PM EET
13:40 PM EET
14:30 - 16:25 PM EET
16:10 PM EET
After 16:30 PM, the next business day
16:55 PM EET
Please note that business days exclude weekends and Public Holidays in Lithuania. Preliminary payment receipt times will be affected on non-business days. As a client, you will be informed of any changes in the payments processing schedule due to public or bank holidays ahead of time.
To initiate a transaction, click on the ‘Pay-Out’ button at the top of your account page and select the payment method. Once you do that, just choose the recipient and banking details from your list, select the amount and currency, and create a transaction.
You can click on ‘Home’ and ‘Statements’ at the top of your account page to see the overall transaction listing. To check the overview of your separate payments (for instance fees, incoming payments, batch transactions, etc.), please click on 'Reports' at the top of your account page.
Once the transaction is initiated, it might take up to 24 hours for us to process it. After that, the transfer completion time depends on the time zones and local banking hours. SEPA payments (within the EU zone) are usually received within the same or the next business day. Transfers outside of the EU and EEA zone (SWIFT payments) might take up to 3-5 business days to be received by the beneficiary.
Since we can only accept SEPA payments (unless the account is authorized for incoming SWIFT transactions), the funds are usually credited within the same or the next business day after it is processed.
If you are interested in receiving incoming SWIFT transactions, please contact our team at [email protected] from your registered email address with an individual request, so our team could provide you with personalized instructions.
As all of the transactions are subject to internal review, our team might request additional information to verify such details as the source of funds or the reason for your transfer. This does not mean that each of your payments will be stopped.
There are no other charges apart from the ones present in the pricing list provided to you, which you will also be able to see on the transaction initiation.
You will be shown as a sender for SEPA payments. For the SWIFT transactions, the recipient will see Payswix, UAB, or our corresponding bank as a sender.
Once you log into your account, you will be able to see the 'Activity Center' section under your balance information. There, you can press on 'Add Recipient' and fill out the personal and banking details. Once you do that, just save the information and the recipient will be added.
Please make sure that the details you put are correct for your transactions to be successful.
If you have not yet initiated a transaction using the incorrect beneficiary details, please go to your Recipients list to edit the information (under the ‘Settings’ at the right top corner of the page, click on ‘Recipients’, and then edit the selected incorrect Recipient).
If you have already initiated a transfer and it is still in progress, you have the option to cancel it yourself. Please refer to the section “How do I cancel a transaction that I initiated?”.
If the transaction status states as ‘Completed’, it means that the funds have left our bank and it is only possible to initiate a recall or trace of funds. If you would like to initiate a transaction recall or trace, please contact us by email [email protected].
We can initiate a recall request if required to the beneficiary’s bank. If the beneficiary’s bank agrees with the recall, the transaction will be returned and credited back to your account. If the beneficiary bank does not agree with the request, we can only suggest contacting the beneficiary and their bank for further details. Charges for recall message applies according to the set pricing if the message is initiated by Payswix.
If the transaction is not in the processing stage yet, please navigate in your Payswix account by clicking on ‘Reports’, then ‘Pay-Outs’, selecting the required transaction, and clicking ‘Cancel’. If the cancellation option is not available anymore, please contact us at [email protected] (or by phone during working hours at +370 (8) 52 07 5750) and we will advise on further steps. Payment can be canceled within 24 hours after the transaction is initiated or later if agreed by both parties.
If the payment is already processed, Payswix can initiate a recall for the transaction. Please refer to the section “If I sent a payment by mistake, can I recall it?” for more details.
If you notice a transaction in your e-wallet that has to be refunded to the beneficiary, please note that you can initiate the transfer back by yourself or contact [email protected] for further assistance in refunding the transaction back to the sender. Please note we will require you to provide a reason for the refund.
Charges for refund apply according to the set pricing by Payswix.
It is possible that the sender due to a mistake or any other reason can request to refund for a transaction that was received by you. If the transaction is already credited to your e-wallet and Payswix received a request from the beneficiary bank, we will inquire you, whether you agree with the refund of the transaction. If yes, we will initiate a cancelation and return the funds to the sender, if not, no further actions will be required from your side and Payswix will not initiate the refund.
For us to locate the funds, we would require proof of payment. Please make sure that all the necessary transfer details are present and send the document to [email protected].
For the recipient to locate the funds, please reach out to us via [email protected] and we will provide you with proof of payment. If the payment is not located, we will initiate a tracer.
If the proof of payment that you have received did not help to locate the funds, please get in touch with us again via [email protected] and we will start an investigation with the beneficiary bank from our side.
If you can see in your e-wallet that one of your transactions was canceled, please note that after every transaction cancellation, an e-mail is sent to the customer with the reason for the cancellation to the registered e-mail address. If any additional information is required, please contact [email protected].
If you can see that your transaction was returned, the reason for the refund is always indicated in transaction reference\note. The most frequent reasons for the returned transactions are the following:
- AC01 - Incorrect account number
- AC04 - Closed account number
- AC06 - Blocked account
- MS02/MS03 - Not specified reasons by the sender
- RR01 - Missing debtor account or identification
- RR02 - Missing debtor name or address
- RR03 - Missing creditor name or address
- RR04 - Regulatory reasons
If the reason code that you see in the reference field does not match with any of the above-mentioned, or if you have any additional questions, please contact us at [email protected].
It is very common that when SWIFT transfers have more than one Bank involvement, the transfer may be stuck with different intermediaries for many reasons starting from missing or incorrect information to AML reasons. If you see that the receipt of the transaction is taking too long, please note that in these cases only the sender Bank is able to correctly track the transfer. If you would like to track down the payment, please refer to the sender and its bank in order to locate the transaction or ask for a recall initiation if necessary.
There might be bank fees applied and deducted from the amount you are sending or receiving by the beneficiary or correspondent bank. Payswix has no control over such fees.
Internal transfers occur between clients that have payswix accounts. Such transfers are free of charge.
A batch payment option is a great solution to have multiple transfers initiated with one click. All you have to do is to fill out a CSV form and upload it to our system. If you are interested in making a batch transaction, please contact [email protected] to get the needed file along with the instructions.
Please note that the outgoing and incoming SWIFT transactions are not available for businesses that are directly/indirectly related to cryptocurrency exchange and/or related to cash-based remittance services.
Unfortunately, we do not accept cash deposits.
Express payments are available only for outgoing SWIFT transactions. You can choose that option on the transaction initiation.