Simple2Pay

Frequently Asked Questions

Got Questions? We’ve Got Answers—Consider This Your Personal Guide to Mastering Simple2Pay!
The options below cover most of our clients questions, but if you don’t find the answer you’re looking for, do not hesitate to contact our Support Team.

Get Started

New to Simple2Pay? Embark on Your Digital Payment Journey with Ease.

App Management

Simple2Pay Wallet 101: Navigate Your App Like a Pro.

Fees & Limits

Know Before You Go: Dive into Fees and Limits with Transparency.

Registration

Step-by-Step: Your Guide to Getting Started with Simple2Pay—Easy Peasy.

Deposits

Adding Funds Made Simple: How to Deposit into Your Simple2Pay Account.

Security

Keeping You Safe: How We Protect Your Money and Data with Simple2Pay.

Account Settings

Unlock the Full Potential: Master Your Account’s Features.

Withdrawals

Withdraw with Confidence: Everything You Need to Know About Accessing Your Funds.

Privacy

Your Data, Your Privacy: How We Handle and Protect Your Information.

Personal Settings

Personalize Your Experience: Customize Your Simple2Pay Space Just the Way You Like It.

Send Money

Send & Receive Like a Boss: Quick and Easy Money Transfers with Simple2Pay.

Complaints

Got Issues? Here’s How to File a Complaint and Get Results with Simple2Pay.

Account Verification

Verification 101: Simple Steps to Get Your Account Up and Running.

My Simple2Pay

Everything About Your Simple2Pay: All Your Questions Answered!

About Us

Meet the Team: Discover Our Policies, Values, and How We Operate.

start

Getting Started

What is Simple2Pay?

Simple2Pay is a brand of SSC Services that operates in various countries in the European Economic Area. For further information, please visit our website www.simple2pay.eu. The company is responsible for the sales, operations, and products in the FINTECH industry. Alongside our partners, we facilitate the usage of multiple products including alternative and configurable Financing-as-a-Service (FaaS), issuing, acquiring, point-of-sale solutions, and more.

The Simple2Pay Platform is a standalone product designed for businesses to issue white-label or co-branded cards to their consumers. It allows for multiple funding sources and enables consumers to pay like a local and spend effortlessly anywhere major card schemes are accepted.

Use Cases

Simple2Pay allows you, as a business, to utilize our out-of-the-box solutions, end-to-end payments, wallet, onboarding, IBAN accounts, cards, and other financial technology platforms to help you achieve your goals quickly and efficiently.

Simple2Pay offers services applicable to a wide range of business verticals, including but not limited to: e-commerce, sales and referrals organizations, gambling, gaming and forex, crypto businesses, and more.

For consumers, Simple2Pay provides a convenient and secure payment option, making transactions smoother and hassle-free. You can easily manage your funds, make online purchases, and access a variety of services from our platform.

Businesses can leverage Simple2Pay’s versatile platform to integrate our services seamlessly into their operations. Whether you’re a well-established enterprise or a budding startup, our solutions are designed to suit your needs.

By partnering with Simple2Pay, businesses can choose to co-brand the platform or utilize Simple2Pay, offering a personalized touch to their customers while benefiting from our robust financial technology.

To explore the full potential of our services and understand how we can tailor our solutions to your individual needs, visit simple2pay.eu. Take advantage of our consumer-oriented features and explore opportunities for integrating our services into your business operations. Let Simple2Pay empower your venture with efficient, secure, and reliable payment solutions, setting you on the path to success in the digital economy.

Contact Us

SSC Services and Simple2Pay

SSC Services is a managing company that provides out-of-the-box or customizable software solutions to businesses. The company offers services under the SSC Services brand and subsidiary brands, including Simple2Pay. With offices in multiple countries, SSC Services provides the intellectual property, platform, technology, development, and implementation of its services.

Under the umbrella of SSC Services, there is a prominent entity taking care of technology, sales, and support services:

Simple2Pay d.o.o.: A technological company operating as a subsidiary of SSC Services. This company specializes in developing and offering advanced technological solutions and is responsible for executing sales and providing support services. As part of the SSC Services Group, Simple2Pay operates in various countries within the European Economic Area and plays a crucial role in promoting and delivering SSC Services products and services.

Simple2Pay, as a brand under the SSC Services Group, offers a diverse range of products that can be provided independently or in collaboration with third-party providers. These offerings include Financing-as-a-Service (FaaS), issuing services, acquiring services, point-of-sale solutions, and much more.

The Simple2Pay Platform, one of the flagship products of Simple2Pay, empowers businesses to issue white-label or co-branded cards to their consumers. This platform is designed to accommodate multiple funding sources, ensuring ease and flexibility for consumers in making payments. By utilizing the Simple2Pay Platform, consumers can enjoy the convenience of paying like a local and effortlessly transact wherever major card schemes are accepted. The platform’s capabilities enable seamless transactions, providing a delightful experience for customers and opening up new opportunities for businesses to enhance their payment offerings.

Through its integrated approach and comprehensive suite of services, SSC Services and its subsidiary brands, including Simple2Pay, continue to drive innovation and efficiency in the financial technology sector, empowering businesses and consumers alike.

Download and Install

Step-by-Step Guide to the Registration Process

The application is currently available on Google Play for Android or App Store for iOS.

To install the application, you need a stable internet connection, required memory for the application on your device, and an up-to-date Android/iOS system.

Steps to download are described below:

Open Google Play/App Store
Search for the Simple2Pay Application
Select and download the Application
Open the newly downloaded Application
Click on Sign Up
Read and accept the Terms of Use and Privacy Policy
Click on Proceed and insert your phone number for verification purposes
Click on Send confirmation code and insert it upon receipt
Check your email inbox for a confirmation link and click on it to verify your email address
Once the email is confirmed, you have successfully installed the Simple2Pay application
You can proceed with the KYC process as required by the application.

If you encounter any issues or have questions, please use the contact form to reach out to our support team.

Before getting in touch, we kindly ask you to read the instructions carefully and follow the provided steps. Many common concerns can be resolved quickly by following the outlined guidelines, saving you time and effort.

However, if you still need to contact us, please ensure you provide the following information to help us assist you more effectively:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation in providing these details will enable us to better understand and address your concerns promptly.

Thank you for your understanding and cooperation. We’re here to make your experience with Simple2Pay Wallet as smooth and enjoyable as possible.

Supported Versions

Minimum supported versions for the Simple2Pay Wallet are:

Android – minimum supported version is 9 and above
iOS – minimum supported versions is 13 and above

In case you face technical difficulties, please try the following steps:

Troubleshooting for Mobile

Close the app from your recently used section.
Check your mobile store (App Store/Google Play) for a recent update.
Make sure your device software is up-to-date.
Remove the App from your device and reinstall it.
Make sure that your phone has enough memory.

If you encounter any issues or have questions, please use the contact form to reach out to our support team.

However, if you still need to contact us, please ensure you provide the following information to help us assist you more effectively:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation in providing these details will enable us to better understand and address your concerns promptly.

Thank you for your understanding and cooperation. We’re here to make your experience with Simple2Pay Wallet as smooth and enjoyable as possible.

App Updates

The app checks for updates every time it is opened and, when a new version is available, displays an optional or mandatory update before proceeding.

You can also check if your App is the latest version by going to the App Store or Google Play.

It’s important to update to the latest version because it may contain important bug fixes and security features.

Supported Verticals

The Simple2Pay Platform provides a 360° payment platform to help you build your digital financial products.

You can choose between multiple integration options and tailor them to your needs and time – APIs, SDKs, components, templates, or white-label apps, for Web and Mobile.

In terms of supported verticals, our products are most often used by the following types of businesses and their customers:

Sales and referral organizations
Businesses working with various employees globally (e.g., freelance platforms)
E-commerce businesses
Crypto and OTC businesses
Gambling, Gaming, and Forex businesses
And many more.

Build B2B Solutions for Any Size Businesses

Our platform offers the flexibility and control you need to empower your business partners and business clients with payment products built just for them. If you have a specific use case and wish to start offering seamless payment solutions to your customers, please do not hesitate to get in touch with us. We will be happy to offer a solution tailored to your individual needs.

Consumer Finance

Differentiate your account, card, and payment offering with our powerful, comprehensive platform. You don’t have to wait for a payment program to become available. Our Simple2Pay account and card program offering is proven and ready for you to launch today or have it customized.

If you are a consumer, Simple2Pay offers you a user-friendly and versatile payment solution. Enjoy the benefits of a customizable account and card program tailored to your preferences. Whether you want to manage your finances online or through a mobile app, we provide a seamless experience that suits your needs.

Registration

How to Sign Up for the App

Download the application and open it.
Tap on Sign Up.
Review and accept the Terms of Use and Privacy Policy.
Click Proceed and enter your phone number for verification.
Select Send confirmation code and input the code you receive via SMS.
Check your email for a confirmation link and click it to verify your email address.
After confirming your email, you’ll be successfully registered with Simple2Pay.
Follow the prompts to complete the KYC process as required.

SMS Code

During registration, you’ll need to complete these steps:

Open the App.
Agree to the Terms and Conditions.
Enter your phone number, selecting your country code from the dropdown menu and typing the rest of the number.
Input the SMS code sent to you to proceed.

Make sure to enter the SMS code within five minutes. If you haven’t received your code, please try these steps:

Confirm you have selected the correct country code.
Verify that you’ve entered your phone number accurately.
Ensure you have good network coverage.
If the code hasn’t arrived, click the resend button to request a new one.

If you need further assistance, use the contact form to reach out to our support team.

Before contacting us, please review the instructions carefully and follow the steps provided. Many issues can be resolved quickly by following these guidelines, which can save you time and effort.

If you still need help, please provide the following details to assist us in resolving your issue:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the Issue
Detailed Description

Providing this information will help us address your concerns more effectively.

Thank you for your cooperation. We are committed to ensuring your experience with Simple2Pay Wallet is smooth and enjoyable.

Reference Code

During the registration process, after signing up, accepting the Terms of Use and Privacy Policy, and verifying your phone number and email, you will be asked to enter a Reference Code.

This code is essential for initiating the verification process. It is an alphanumeric sequence consisting of 8 characters. For example: a1b2C3d4.

If you encounter issues with the code, such as it not being generated correctly, follow these steps:

Ensure the code you entered is correct (watch for typos).
Make sure you are using the same mobile number used during registration.
The system might be undergoing maintenance, which could affect code generation.

If you experience any problems or need help, please contact our support team using the contact form.

Before reaching out, please carefully review and follow the instructions provided. Many issues can be resolved by adhering to these guidelines.

If you still require assistance, please provide the following details to help us resolve your issue:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the Issue
Detailed Description

This information will enable us to assist you more efficiently.

Thank you for your patience and cooperation. Our goal is to make your experience with Simple2Pay Wallet as seamless and pleasant as possible.

Account Settings

What is an Active Account?

Accounts are categorized into several statuses: active, suspended, and closed.

An account becomes active as soon as you complete the sign-up and verification process. With an active account, you can deposit, withdraw, send, and receive payments.

Keep in mind that even with an active status, there may be limits and restrictions based on factors such as the services you are eligible for, your country of residence, your association with any service-providing businesses, and various risk and compliance considerations.

What is a Preferred Account?

When you first open an IBAN account, it is automatically set as your preferred account. If you have multiple accounts, you can designate a different one as your preferred account in the app’s settings.

A preferred account will:

Appear as the default account for sending money, confirming payments, or executing mandate requests.
Receive funds from other Simple2Pay users if they find you using your preferred account’s IBAN (unless they use the IBAN of another account).

Currently, Simple2Pay IBAN accounts support only EUR. We are working on adding more currency options soon, so stay tuned and subscribe to our newsletter for the latest updates.

You can update your preferred account at any time. To change your preferred account, follow these steps:

Go to Account Settings > General.
Toggle the switch next to the account you wish to set as your preferred account.

What is Account Description?

The account description field lets you add short labels or notes for each service under your account, helping you easily differentiate between them. It is advisable to choose descriptive names to clearly distinguish between your accounts.

personal settings

Personal Settings

Can I Change My Name on the Account?

During registration, you provide personal details that we store and verify against additional information during the verification and transaction processes.

If you need to update significant personal information, such as your first name or last name, please contact us for assistance. This might be necessary to ensure your details match your payment details for transactions or due to changes in your personal information.

To update your name, you will need to provide proof of the change, such as a personal identity card, driving license, or passport.

To initiate this process:

Email us with your request, specifying the changes needed and the reasons for the update.
Attach the relevant documentation.
We will handle the rest and update your information accordingly.

Can I Change My Address?

During the registration process, you provided address details that we store and verify against additional information provided during verification and transactions.

If you need to update your address, whether due to a move or a change in your country of residence, you will need to provide proof of the new address. This could be a recent bank statement or utility bill showing your name (matching the account) and the new address, issued within the last three months.

To update your address:

Email us with your request, specifying the changes needed and the reasons for the update.
Attach the proof of address document.
We will take care of the rest.

Can I Have More Than One Account?

Yes, you can hold multiple accounts. These accounts can offer access to various services and currencies based on availability, your verification level, country of residence, and any business providing Simple2Pay services.

If you need to open an additional account and it’s not due to outdated information, please contact our Support team for assistance.

account verification

Account Verification

Do I Need to Verify My Account?

Yes, verification is required to access our services. This involves confirming your identity and address to ensure compliance with regulatory standards.

The verification process is quick and straightforward, typically taking just a few minutes. You’ll need your personal identification document (identity card or passport) and a well-lit environment for the process.

Verification is facilitated through our partner and begins during the registration phase. You’ll need to show the front and back of your valid identification document, take a selfie, and provide Proof of Address.

Here’s a step-by-step guide to complete the verification:

Identity Verification:
- Prepare your personal identification document (identity card or passport).
- Select the country and document type.
- Capture a photo of the front side of your document (for passports, only one photo is needed).
- Capture a photo of the back side of your document.
- Verify and complete your personal information.
Employment and Financial Information:
- Provide details about your employment status, intended use of the account, and expected monthly turnover. Ensure this information is accurate.
Selfie:
- Position your face within the frame and take a clear picture. This will be used to match against your document.
Proof of Address:
- Provide a document issued within the last three months that shows your name and current address. Examples include a recent bank statement or utility bill. Ensure all four corners are visible and the information is clear and unaltered.

That’s it! You’ll receive confirmation screens for each step in the app.

How Long Does Verification Take?

Verification is generally quick. With your documents ready, the process should take only a few minutes.

Ensure you have:

Your personal identity card or passport.
Proof of Address showing your name and address, issued within the last three months.

The process is automated, and you should see results immediately. If there are issues with your document or image, follow the instructions provided, retry, and ensure you have a stable internet connection and adequate lighting.

My Personal Document Was Not Accepted

Verification is handled through a third-party partner with specific requirements for document type, resolution, issuing country, and content. If your document does not meet these conditions, restart the KYC process.

Before doing so, make sure:

Your document is valid.
Your camera is high-resolution and stable.
The document is placed correctly and is well-lit.
There are no reflections, and the information is clearly visible.
You have the option to upload Proof of Address in PDF or image format.

If you continue to experience issues, contact us for further assistance.

Proof of Address

Proof of Address confirms the residential address you’ve provided. Acceptable documents include:

Mortgage statement
Certificate of voter registration
Correspondence with a government authority (e.g., pension or unemployment benefits)
Home internet or TV bills (excluding satellite TV)
Landline telephone bill
Bank statement (issued within the last three months)
Utility bill (e.g., gas, electricity, water, internet)
Lease agreement (signed by landlord and tenant)
Rent bills from a real estate rental agency
Credit card statement (issued by a bank)
Letter from a public authority (issued within the last three months)
Employer’s certificate for Proof of Address

Ensure the document is recent, captures all four corners, is unaltered, and in portrait mode. If problems persist, contact us.

Documents That Do Not Count as Proof of Address

Outdated government correspondence (older than 3 months)
Old bank statements or utility bills (older than 3 months)
Pension statements
Insurance policies
Mobile phone bills
Medical bills
Purchase receipts
Insurance statements
PO Box addresses
Checks
Envelopes or parcels showing name and address
Prepaid card invoices
Business address bills
Bills from debt collection agencies or fintech companies
Discount card papers

Common Reasons for KYC Rejection

Expired ID or Proof of Address documents
Mobile phone bills or store invoices for Proof of Address
Backside of ID used for Proof of Address
Partial or edited documents
Blurry images or excessive reflections
Incomplete information on Proof of Address
Blurry selfies

What Is a Selfie?

A selfie during verification is a photo of yourself taken with your smartphone. It helps confirm that you are the person in your identification document. This process helps prevent fraud and ensures accurate identity verification. Your selfie is securely stored with your other documents and used only for verification purposes.

Source of Funds

Why Do We Need This?

Regulations require us and our partners to verify that the funds used are acquired through legitimate means. When your transaction volumes reach certain thresholds, we may request evidence of the source of your financial income.

Types of Documents We May Request:

Salary: Recent pay slip or bank statement showing account movements and balances.
Savings: Bank statement showing savings over 90 days.
Crypto Assets: Screenshots of ownership and transaction details.
Sale of Property: Sale contract and bank statement of proceeds.
Loan: Loan agreement and bank statement of deposit.
Inheritance: Testament copy and bank statement of proceeds.
Gift or Donation: Affidavit or letter from donor and bank statement of deposit.
Other: Documents for gambling, investments, pension funds, tax refunds, etc.

How to Provide Documents:

Formats: .pdf, .png, .jpg, .jpeg
Ensure full visibility of document corners.
Your name, amounts, and dates should be clearly visible.
Sensitive information like social security or credit card numbers may be covered.
Documents should reflect recent balances.

Submit documents to our Compliance team via email: [email protected].

How Do We Use Your Verification Information?

Your verification details are captured and stored by an authorized third-party provider. We may share this information within our group or with partner companies, ensuring compliance with General Data Protection Regulations.

For more details on how we handle and protect your information, please review our Privacy Policy.

Contact Us

If you have any issues or need further assistance, please contact Our Support team.

App Management

Download

The Simple2Pay app is available for download on Google Play for Android devices and the App Store for iOS devices.

To install the app, ensure you have a stable internet connection, sufficient storage space on your device, and an updated Android or iOS system.

Follow these steps to download the app:

Open Google Play or the App Store.
Search for the Simple2Pay app.
Select the app and initiate the download.

deposits

Deposits

Available deposit options

Our BaaS Partner currently accepts deposits in EUR via SEPA. Account information for deposit is available in the mobile app under account information.

Overview and details of transactions are visible on the main screen in the mobile app.

Additional options will be available soon. Stay tuned and subscribe for our newsletter to receive the latest information on Hoppacard.

How long does it take to deposit?

A SEPA Instant transfer usually takes few seconds, and SEPA transfers takes one to four days excluding weekends and bank holidays. If you experience any delays, we kindly request that you first check for any banking holidays at the participating banks. Additionally, please verify if the transaction was successfully initiated from the originating bank before reaching out to us. In case of any issues please feel free to get in touch by using the button below and provide us with the following information:

Bank account (IBAN number) the transaction was sent from:

Amount:

Currency:

Date:

Bank account holder name:

Bank account (IBAN number) the payment was sent to:

If possible, please also include a proof of payment (screenshot or extract from your bank account including details on the specific transaction).

My deposit failed

In case of any issues with your deposit, please feel free to get in touch by using the button below and provide us with the following information:

Bank account (IBAN number) the transaction was sent from:

Amount:

Currency:

Date:

Bank account holder name:

Bank account (IBAN number) the payment was sent to:

If possible, please also include a proof of payment.

Usual reasons for deposit failure include, but are not limited to:

Incorrect recipient data.
Deposit originated from a 3rd party account, which is subject to AML scrutiny.
Deposit type is unsupported.

Once we receive the required information, we will take a detailed look and get back to you.

My deposit was rejected

There are a few possible reasons for rejection of your transfer. Usual reasons include, but are not limited to:

Incorrect recipient data.
Deposit originated from a 3rd party account, which is subject to AML scrutiny.
Deposit type is unsupported.

In case of any issues with your deposit, please feel free to get in touch by using the button below and provide us with the following information:

Bank account (IBAN number) the transaction was sent from:

Amount:

Currency:

Date:

Bank account holder name:

Bank account (IBAN number) the payment was sent to:

If possible, please also include a proof of payment.

Once we receive the required information, we will take a detailed look and get back to you.

Note: It is possible that rejected transfers are returned less processing fees, meaning you might receive an amount that is lower than the amount you have initially transferred. Please note that these are bank fees, and we are not in the position to reimburse or cancel any of them.

withdrawals

Withdrawals

Available Withdrawal Options

Currently, our BaaS Partner supports withdrawals in EUR via SEPA. Additional options will be introduced soon. Stay updated by subscribing to our newsletter for the latest information on Simple2Pay.

How Long Does It Take to Withdraw?

A SEPA withdrawal typically takes 1-4 business days, excluding weekends and bank holidays. If you encounter any issues or delays, ensure that you have entered the correct recipient details and feel free to contact us using the button below.

My Withdrawal Failed

Occasionally, your withdrawal request may not be processed. Possible reasons include:

Insufficient funds to cover the withdrawal amount and fees.
Account restrictions.
Unsupported withdrawal type.
Pending compliance or other account reviews.

You should normally be informed about these issues in advance. However, if you haven’t received any information and your transaction could not be processed, please get in touch with us.

My Withdrawal Did Not Arrive

Please allow 2-5 business days for your withdrawal to be processed.

In rare cases, this timeframe may be extended. If your withdrawal has not arrived after this period, verify that you have used the correct IBAN for your transaction. If the IBAN is correct and you still haven’t received your funds, please contact us, and we will investigate the issue further and get back to you.

send money

Send Money

How Do I Send Money?

To send money to another wallet user in the system, follow these steps:

Open the app.
Authenticate yourself to access your account.
Under “Preferred Account,” select “Transfer.”
Choose “Money Send” as the Transfer Method.
Enter the required recipient, amount details, and transfer description:
- Option 1: Select a recipient from your saved list.
- Option 2: Click on the “Add Recipient” button at the top right of the screen:
  - Search for the recipient using their email, mobile number, or IBAN.
  - Enter the recipient’s details, including their first and last name (if they hold a Simple2Pay account) or their address (if they do not hold a Simple2Pay account).
Click “Calculate Fee” and confirm the transfer.

And you’re done! The recipient will receive the amount instantly.

What Is an Internal Transfer?

An internal transfer refers to transferring funds between your own IBAN accounts within the Simple2Pay system. To complete an internal transfer:

Open the app.
Authenticate (Face ID for iOS or fingerprint for Android).
Under “Preferred Account,” select “Transfer.”
Choose “Internal Transfer” as the Transfer Type.
Select the destination account, add a description of your choice, and enter the amount you wish to transfer.
Swipe to confirm the transaction.

That’s it! The funds will be transferred instantly to your other IBAN account.

Can I Send Money to Any IBAN?

Yes, you can! Here’s how to send money to another IBAN account:

Open the app.
Authenticate yourself to access your account.
Under “Preferred Account,” select “Transfer.”
Choose “Money Send” as the Transfer Method.
Enter the required recipient, amount details, and transfer description:
- Option 1: Select a recipient from your saved list.
- Option 2: Click on the “Add Recipient” button at the top right of the screen:
  - Search for the recipient using their email, mobile number, or IBAN.
  - Enter the recipient’s details, including their first and last name (if they hold a Simple2Pay account) or their address (if they do not hold a Simple2Pay account).
Click “Calculate Fee” and confirm the transfer.

The recipient will receive the amount instantly if sent via SEPA Instant, or within one to three business days (excluding weekends and bank holidays) if sent via regular SEPA.

How Long Does It Take to Send Money?

Sending money to another wallet user or between your own IBAN accounts (Internal Transfer) is instant. Sending money through SEPA to another IBAN account may take one to three business days. Please check for weekends and bank holidays before contacting us about your transfer status.

How Much Does It Cost to Send Money?

Before initiating an external transfer, the system will calculate the associated fees, so you know the applicable fees before proceeding. Internal transfers, loading cards, and unloading cards are free of charge.

What Is the Difference Between Send Money, Internal Transfer, and Transfer to Another IBAN?

Here’s an overview of the transaction types:

Send Money: This transfers funds between two different digital wallets in the system. Both the recipient and sender must have an active wallet. These transfers are instant but may incur a small processing fee.
Internal Transfers: Transfers between your own IBAN accounts within the Simple2Pay system. These transfers are free and instant.
Transfers Between IBAN Accounts: Transfers to any European IBAN account, regardless of whether the recipient is a Simple2Pay customer. These transfers take some time to process (usually within the same business day) and may incur a small processing fee.

Details on processing timeframes and fees will be visible on the screen each time you initiate a transfer.

my-simple2pay

My Simple2Pay

Card Order & Delivery

You can order a new card after logging in and authenticating from the “Cards” menu. Please ensure you have sufficient balance to cover any associated fees and that your address details are correct and complete.

To initiate your order, click on the “Order” button and follow the on-screen instructions.

You will need to select the card type you wish to use from the listed options.

Virtual cards are issued and activated instantly and can be used immediately for online purchases with your favorite merchants. The virtual card can be imported to either Google or Apple Pay and used for POS payments and ATMs that support contactless cards. If you prefer a physical card for use wherever physical cards are accepted, choose a plastic or physical card.

Delivery of your physical card typically takes up to 15 days from application. However, delivery carriers may experience occasional delays, so please allow up to 20 days for your card to arrive before reporting it as undelivered.

If you have not received your physical card within 20 days, confirm your delivery address details, including your country, city, postal code, and full address. To double-check your delivery address, you can click on the ordered card and review the details.

We will cancel your undelivered card upon request so you can apply for a new one. Please note that this action is irreversible. If you receive the canceled card later, it will not be possible to activate it.

Activation

Simple2Pay cards are sent inactive to ensure your security. Follow the instructions below to activate your card.

To activate your new card, open the App, authenticate, select the “Cards” menu, and then select the card to view the details.

Click on the “Activate card” toggle to start the activation process. Once completed, you can use the card for any transactions.

To activate your Simple2Pay card, follow these instructions:

Open the Simple2Pay Wallet application and locate the new card under the “Card” menu. The new card will be labeled “Activation required,” allowing you to differentiate it from any existing cards.
Tap on the “Card activation” option.
Enter the one-time code received via SMS.
After entering the one-time code, your card will be activated.
You will receive another SMS containing your PIN. Note that the PIN must be physically activated at an ATM by either checking the balance or making a withdrawal.

By following these steps, you can activate your Simple2Pay card and start using it for transactions. For assistance, please contact our support team.

How to See Simple2Pay Card Details

Open the Simple2Pay Wallet application on your mobile device.
Navigate to the “Cards” section within the app.
From the list of available cards, choose the specific Simple2Pay card for which you want to view the details.
Click on the option labeled “Card Secure Data.” Enter the one-time code sent to you via SMS.
Ensure you have access to your mobile phone to receive the code.
Enter the code into the app as requested.
Upon successful verification, the Simple2Pay card details will be displayed, including the card number, active until date, CVV, and cardholder’s name.

Keep your card details secure and do not share them with unauthorized individuals to ensure the safety of your Simple2Pay card.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps provided. Many common issues can be resolved quickly this way, saving you time.

If you still need assistance, please provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation will help us address your concerns promptly.

Thank you for your understanding and cooperation. We aim to make your experience with the Simple2Pay Wallet as smooth and enjoyable as possible.

Set Password for Web Payments

This password provides additional security for online purchases, alongside the One Time Passcode received via SMS.

To set up a password for online payments on your Simple2Pay card, follow these steps:

Open the Simple2Pay Wallet application and navigate to the “Cards” menu.
Choose the card for which you want to activate the password for online payments.
Activate the option for online payments by clicking on “Online payments.”
Enter the one-time code sent to you via SMS for verification.
Set up a password for online payments ensuring it meets the following requirements:
- Minimum of 8 characters and maximum of 30 characters.
- Contains at least one number, one uppercase letter, and one lowercase letter.
- No 3 consecutive repeatable characters.
- No whitespaces allowed.
- At least one special symbol.
Click “Confirm” to save the password.

For future online payments, you will need to enter the SMS code and your static password.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

Change Password for Web Payments

To change the password for online payments on your Simple2Pay card, follow these steps:

Open the Simple2Pay Wallet application and navigate to the “Cards” menu.
Choose the card for which you wish to change the password.
Click on “Change online payments password.”
Enter the one-time code sent via SMS for verification.
Set up a new password ensuring it meets the following requirements:
- Minimum of 8 characters and maximum of 30 characters.
- Contains at least one number, one uppercase letter, and one lowercase letter.
- No 3 consecutive repeatable characters.
- No whitespaces allowed.
- At least one special symbol.
Click “Confirm” to save the new password.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

Change Card PIN

To change the PIN for your Simple2Pay card, follow these steps:

Open the Simple2Pay Wallet application and navigate to the “Cards” menu.
Choose the card for which you wish to change the PIN.
Click on “Change card PIN.”
Enter the one-time code sent via SMS for verification.
You will receive an SMS with a new PIN.
Activate the new PIN at any ATM by checking your balance or making a withdrawal, entering the new PIN when prompted.

By following these steps, you can successfully change the PIN for your imple2Pay card.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

Load Funds to a Card

To load funds from your IBAN account to your Simple2Pay card, follow these steps:

Open the Simple2Pay Wallet application.
Click on “Load/Unload” under your preferred account.
Select “Load funds to a card.”
Choose the desired account for the transfer.
Enter the transaction description.
Enter the amount to load onto the card.
Click “Confirm” to proceed with the transaction.

By following these steps, you can successfully load funds onto your Simple2Pay card.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

Unload Funds from a Card

To unload funds from your Simple2Pay card to your IBAN account, follow these steps:

Open the Simple2Pay Wallet application.
Click on “Load/Unload” under your preferred account.
Select “Unload funds from card.”
Choose the card from which to unload funds.
Enter the transaction description.
Enter the amount to unload.
Click “Confirm” to proceed with the transaction.

By following these steps, you can successfully unload funds from your Simple2Pay card.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

Link Accounts

To link your Simple2Pay card to your IBAN account, follow these steps:

Open the Simple2Pay Wallet application.
Navigate to “Account settings” from the menu.
Select “Link IBAN account.”
Enter your IBAN details.
Follow the instructions to verify your IBAN account.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

Card Replacement

To replace your Simple2Pay card, follow these steps:

Open the Simple2Pay Wallet application.
Navigate to the “Cards” section.
Select the card you wish to replace.
Click on “Replace card.”
Follow the instructions to process your replacement request.

Your replacement card will be issued and sent to you. You will receive a confirmation once the process is complete.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

Suspend Card

To temporarily suspend your Simple2Pay card, follow these steps:

Open the Simple2Pay Wallet application.
Navigate to the “Cards” section.
Select the card you wish to suspend.
Click on “Suspend card.”
Confirm the suspension action.

You will receive a notification confirming the suspension. If you need to reactivate your card, follow the same steps and choose “Reactivate card.”

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

Order a New Card

To order a new Simple2Pay card, follow these steps:

Open the Simple2Pay Wallet application.
Navigate to the “Cards” section.
Click on “Order new card.”
Select the type of card you wish to order.
Follow the instructions to complete your card order.

Your new card will be issued and sent to you. You will receive a confirmation once the process is complete.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

Cancel Card

To cancel your Simple2Pay card, follow these steps:

Open the Simple2Pay Wallet application.
Navigate to the “Cards” section.
Select the card you wish to cancel.
Click on “Cancel card.”
Confirm the cancellation action.

Once confirmed, your card will be canceled, and you will receive a notification confirming the cancellation.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

App Updates

To ensure you have the latest features and security improvements, keep your Simple2Pay Wallet application updated. Check for updates regularly in your app store and install the latest version when available.

For issues or questions, use the contact form to reach our support team.

Before contacting us, read the instructions carefully and follow the steps. Many concerns can be resolved quickly this way.

If you still need assistance, provide the following information:

Device Make and Model
OS Version
Version of the Simple2Pay App
Phone Number
Date and Time of the issue
Detailed Description

Your cooperation helps us address your concerns promptly.

Thank you for your understanding. We are here to ensure your experience with the Simple2Pay Wallet is smooth and enjoyable.

feees

Fees & Limits

How much does it cost to use your service?

Simple2Pay is a complex service provided to businesses and individuals. Simple2Pay does not charge fees for BaaS services; instead, our BaaS Partner applies fees for these services.

For detailed information regarding fees and any potential additional costs, please refer to our partner SSC Services.

Existing customers can view their fees in their account upon login. If you have any questions related to the fees that apply to your account, please do not hesitate to get in touch with us.

What limits apply?

Please review the transaction limits provided on the application or our official website. These limits include ATM withdrawals and transactions, and they are set for daily, individual, and monthly periods. The applied limits are in place to protect you and your account and to help us comply with applicable rules and regulations regarding fraud prevention and money laundering.

fees

Security

My account was compromised

If you believe your Simple2Pay account has been compromised, please contact us by sending an email to [email protected].

The chances of this happening are slim. Simple2Pay and our partners use sophisticated scoring and fraud prevention tools to ensure that your account is safe. We continuously monitor and validate transactions and account activity. If we detect anything unusual, we will inform you or, in extreme cases, temporarily restrict your account while we investigate further.

You can assist us by regularly monitoring your account activity and staying vigilant for anything out of the ordinary. If you are an Android user, ensure that you choose a PIN that cannot easily be guessed and do not share it with anyone. Additionally, we recommend activating biometric authentication, using your personal devices only, and accessing our services over a secure network. Biometric authentication is the only supported method for user authentication on iOS devices.

My card was lost/stolen

To report a lost or stolen card, log into your Simple2Pay account and go to the Card Details section.

If you are unsure whether the card is lost or stolen and still want to search for it, you can deactivate your card immediately by sliding the toggle next to “Active,” typing the reason for cancellation, and confirming.

If you are certain that the card must be canceled, please click on the Cancellation button.

Your card will be canceled immediately, and you will be able to apply for a new one.

Please note that in some cases, additional charges may apply for reissuing.

In the unfortunate event that your card is lost or stolen, we advise you to log into your app, authenticate, visit the “Cards” section, and immediately deactivate the missing card by clicking on the “Card Cancellation” toggle. You will be prompted to provide a reason for cancellation and confirm.

Once your card has been deactivated, please review your recent transactions. If you notice any transactions you did not make or do not recognize, please contact us immediately and provide the details.

privacy

Privacy

How do you use my details?

We use the information we collect about you to provide you with the products we offer, to notify you about changes to our products, and to improve our products.

Your information may also be used to contact you about your account, your use of the Services, to alert you to potential problems, and to respond to your questions.

Additionally, we may use this information to provide you with details about other products we or selected third parties offer that are similar to those you have used or shown interest in, or that we believe may be of interest to you.

If you use one of our software products, our BaaS Partner will also use your information to assess your financial situation and to help identify and address potential fraud and other abuses of the financial system.

The information you provide to us and/or our partners and the information we and/or our partners collect about you indirectly is governed by the applicable General Data Privacy Regulations.

For more details on how we collect, process, and use your data, please refer to our Privacy Policy.

Do you sell my data?

No. We do not sell your data. We collect, use, process, store, and handle your data as described in our Privacy Policy and in accordance with the principles of the General Data Protection Regulations, upon receiving your explicit permission to do so.

We use the information we collect to provide you with the products we offer, to notify you about changes to our products, and to improve our products.

Simple2Pay will never use your data for unauthorized purposes or sell it to third parties.

For more details on how we collect, process, and use your data, please refer to our Privacy Policy.

How long do you keep my data?

We retain your data as described in our Privacy Policy and in accordance with the principles of the General Data Protection Regulations, upon receiving your explicit permission to do so.

We use the information we collect to provide you with the products we offer, to notify you about changes to our products, and to improve our products.

Simple2Pay will never use your data for unauthorized purposes or sell it to third parties.

In specific cases described in our Privacy Policy, the retention period may be extended.

Can I erase my data?

Yes, under certain conditions, you can request the deletion of your data. The right to erasure, also known as ‘the right to be forgotten,’ is not absolute and applies only in specific circumstances. You can make a request for erasure verbally or in writing. We will assess your request and respond within the legal timeframes.

For more details on your rights as a data subject and how we process and use your data, please refer to our Privacy Policy.

complaints

Complaints

What is a complaint?

A complaint is a formal expression of dissatisfaction or disapproval regarding a product, service, person, or situation.

It is a statement made by a customer, business, or an authorized representative of theirs, highlighting an issue or problem that needs to be resolved.

Complaints can relate to various aspects, such as quality, delivery, pricing, customer service, safety, discrimination, or harassment, among others.

The purpose of making a complaint is to seek a resolution, an apology, or compensation for the issue faced by the individual.

Effective complaint handling is crucial for our business and customer satisfaction. We take complaints very seriously and aim to resolve them as quickly and efficiently as possible.

How do I file a complaint?

If something has gone wrong with the service provided, we encourage you to bring it to our attention by sending an email to [email protected].

Please provide the following information so that we can assist you efficiently:

Your name and email address
Your contact details, such as email address or phone number
A clear description of your complaint and details on what you would like us to do to resolve it
Any other relevant information, such as additional documents or screenshots

Our Complaints Procedure

Effective complaint handling is a key part of customer service excellence. We are committed to addressing any issues you may have and ensuring you receive a fair, effective, and courteous service. Your feedback is crucial for us to improve the quality and efficiency of our service and enhance our products.

How to Make a Complaint

If something has gone wrong with the service provided, we encourage you to bring it to our attention by sending an email to [email protected].

Please provide the following details so that we can assist you effectively:

Your name and email address
Your contact details, such as email address or phone number
A clear description of your complaint and what you would like us to do to rectify the issue
Any other relevant information, such as additional documents or screenshots

How We Will Handle Your Complaint

We aim to resolve complaints fairly, efficiently, and promptly.

Stage 1: Upon receiving your complaint, you will receive an acknowledgment, either verbally or in writing, within 48 hours.
Stage 2: We will confirm the details of the action we have taken. You will be kept informed of the status of your case; however, a final response may take up to 15 (fifteen) business days.
Stage 3: If you are not satisfied with the response received, the complaint will be escalated to a senior member of staff or an individual in higher authority to resolve the matter.

Hiring Your Own Solicitor or Third-Party Complaint Handling Firm

While we strive to make our complaints handling procedure clear and straightforward, you have the right to appoint a Solicitor or a third-party complaint handling firm to assist you in resolving your dispute.

If you choose to employ a Solicitor or a third-party complaint handling firm, this does not affect how we review your complaint. However, please be aware of the following:

We do not charge you to investigate your complaint as described in the stages above.
We will not be liable for any costs incurred if you decide to employ a Solicitor or third-party complaint handling firm.
If a complaint is upheld and redress is due, we will only make payment to the respective account holder, even if they have been represented by a third party.

about

About Us

Licensing and Operations

Simple2pay (“Simple2pay”, “SIMPLE2PAY”, “simple2pay.eu”) is a brand of SSC Services LTD. All regulated services, IBAN accounts, and issuing are offered and under the control of Unlimit EU Ltd.

Simple2Pay d.o.o. is a program manager for SSC Services LTD.

SSC Services LTD, a company registered in the UK with registration number 12471702 and registered address 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ (“Simple2Pay”, “Simple2Pay.eu”, “we”, “us”, “our”), provides you with software services relating to your Simple2Pay account. Software services include tools that allow you to create an account and operate it, as well as background services necessary for the successful provision of respective payment services. To provide you with payment services, we work closely with licensed electronic money institutions.

The Account can be activated and managed online via the Simple2Pay Website and/or via our mobile application accessible for iOS and Android users.

Unlimit EU Ltd, a company registered in Cyprus with a corporate address at 125, Georgiou Griva Digeni, Limassol, 3101, Cyprus, and company number HE 328641, (hereinafter referred to as “Unlimit” or “Partner”). You can find out more information here: Unlimit. Any services operated by Unlimit are subject to additional Terms and Conditions described in detail here.

Supported Jurisdictions

Simple2Pay offers its services to businesses and consumers within the EEA zone. EEA (European Economic Area) means the European Economic Area which covers all the member states of the European Union, Iceland, Norway, and Liechtenstein.

Terms and Conditions

The various Terms and Conditions depending on the products you use and the type of customer you are (Business or Individual) are available in our Policies section.

Privacy Policy

Our Privacy Policy, and Terms & Conditions provide more details on how we use your data.