Knowledge Base

Having issues with your account or would like to know more regarding our service and platform?

Our knowledge base will help out. Check out some of the articles below.

Transfers
How to add funds to your account
Where do I transfer funds?
Have you received my money?

Exchanges
How to cancel a transaction
How do I know if my exchange has been completed?
Creating a new exchange instruction
What is a scheduled exchange?
How long does it take to get my currency?
Is there a minimum or maximum amount that I can exchange?
Why hasn’t my exchange happened yet?

Withdrawals
Withdrawal approval function
Why was my withdrawal cancelled?
Do you make payments to third parties?
How to make a withdrawal
Why hasn’t the beneficiary received the funds?
I have received a notification that I should withdraw my remaining balance but I can’t click on ‘Withdraw Balance’
Batch withdrawal function
Withdrawal transaction charges

Onboarding/Registration
How long does it take to register?
How to register: Personal Account
How to register: Business Account
Is it free to register?
Why was my account rejected?
What kind of documents should I submit for review with Compliance?
When will my account be approved/rejected/reviewed?

General
How to change your name and password
How does it work?
Freemarket and vIBANs
How much do you charge?
Negative interest rates

Legal
Unsupported jurisdictions
How safe is my money?
Risk appetite
Customer complaints procedure
How does Freemarket safeguard my money?