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.
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.
Multicurrency account allows our clients hold their funds in different currencies within the same account. Such 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 Client Relationship Department 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.
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.
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 exchanges.
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 during the registration, as well as confirming your identity by putting an OTP received via SMS or Google Authenticator.
You can see the balance of your account on the Account section. If you have more than one account, you can also see their balances on the Account page by clicking the arrows in the Total Balance window next to the account name.
You can add sub-users for other company employees / managers to use the business profile as well. For that to happen, you can click ‘Settings’ icon at the right top corner of the page and click ‘Company Users’. After that, please upload the required information, so that we could approve it. Once it is done, the new user will be able to log into the business account profile with their own credentials (email and password created). Please note that adding a sub-user option is available only for corporate clients.
You can have a separate additions accounts. Usually, additional accounts are used for the sole reason of keeping the funds separately (savings, salary, etc.) and making it easier to differentiate between. You can use any of your accounts to transfer or receive the funds.
You can create one by going to Account page and clicking on ‘New Account’ in the Total balance purple block and putting the information requested 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, please contact us at [email protected] with detailed information 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.
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.
Yes, please send a message to [email protected] and we will be able to supply you with one. Please note that a charge will be applied for this service according to your account pricing.
Log into your account and click on 'Conversions' on your Dashboard on the left side of the menu or navigate to Account section and click 'Conversion' Then choose the 'Account from' and the 'Account to' you would like to create the conversion, the 'Currency' and the 'Amount'. After that, press 'Convert' and then press ’Confirm’ to complete the conversion or ’Cancel' if you decide not to.
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, choose the 'Quick tranfer' functionality on your Account page or select 'Transfer' from the menu of your Dashboard on the left side of the page an the click 'Make a transfer'. Then just choose the recipient with banking details from your list or create a new one to select. Insert the amount and currency, and approve the transaction.
You can see your last transaction on your 'Account page' section 'Last transactions'. To check more information you can click 'View statement' or in the menu on the left side of the page select ‘Statements’.
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.
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 'Recipients' page (under the 'Transfers' at the left side of the page). There, you can press on 'Add new' and fill out the personal and banking details. Once it is done, just save the information and the recipient will be created.
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 'Recipients' page (under the 'Transfers' at the left side of the page) and then edit the selected incorrect recipient.
If you have already initiated a transfer 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. Please refer to the section “How do I cancel a transaction that I initiated?”.
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.
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 account 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.
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 account 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 account 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.
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.
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