If you wish to verify a different phone number, please open a support ticket or contact our support team.

If you wish to change your current email address, please go to the Settings page and click on the Edit icon next to your email in the block where your account ID is written. In the ‘Change Email’ field, enter your current email address as well as a new email address and confirm it.

A notification will be sent to your mail. It will contain a link, upon clicking on which we will confirm the change of your email address.

If you wish to change your password, please go to the Settings page and click on the Edit icon next to Password in the block where your account ID is written. In the ‘Change Password’ field, enter your current password as well as a new password and confirm it.

If you are not logged in to your account and want to reset your password to log in, use the password reset form at the bottom of the Sign In page.

• Check your email settings and make sure there are no filters and/or other security systems which are blocking Connectee emails.
• Please also check your spam/junk folder.

The issue hasn’t been resolved? Please open a support ticket or contact our support team.

Please make sure that your debit or credit card is eligible for international transactions, and that you are enrolled in the 3Dsecure program.
Check if you have enough money in the account to complete the transaction.

Purchases on our site may be considered a cash advance service by some (mostly US) banks/card providers. Please contact your bank/card provider and inquire about your card’s limits or extra fees for such types of transactions.

If the problem is not solved, you can always contact us with a question using the Help button or contact our support team.

At the moment of account registration user is offered to choose the type of account: Individual account

Individual wallet is an account which is intended only for personal, non-commercial use.

You can create an account for free. Transaction fees can be seen in the Conditions.

Bitcoin (BTC), Bitcoin Cash (BCH), Chainlink (LINK), Dai (DAI), Ethereum (ETH), Litecoin (LTC), Tether (USDT) (ERC-20) (TRC-20)), Uniswap Token (UNI), USD Coin (USDC (ERC-20) (TRC-20)), Wrapped Bitcoin (WBTC), Tron (TRX)

EUR, USD, GBP

Yes, unfortunately, we do not support the following countries and territories:

Africa: Algeria, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Central African Republic, Chad, Comoros, Democratic Republic of the Congo, Cote d'Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libyan Arab Jamahiriya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Rwanda, Saint Helena, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia, Zimbabwe

Asia: Afghanistan, Bangladesh, Bhutan, British Indian Ocean Territory (UK territory), Brunei Darussalam, Burma, Cambodia, Iran, Iraq, Japan, Jordan, North Korea, Lao People's Democratic Republic, Lebanon, Nepal, Oman, Pakistan, Palestinian Territory, Philippines, Qatar, Syrian Arab Republic, United Arab Emirates, Timor-Leste, Vietnam, Yemen, Nigeria, Saudi Arabia, Uzbekistan

Europe: Abkhazia, Albania, Azerbaijan, Belarus, Bosnia and Herzegovina, Guernsey, Holy See (Vatican City State), Jersey, Macedonia, Moldova, Montenegro, Russian Federation, Serbia, Svalbard and Jan Mayen, Turkey, Ukraine

North America: Anguilla, Antigua and Barbuda, Aruba, Barbados, Bermuda, Bonaire (Netherlands), Canada, Cayman Islands, Cuba, Dominica, El Salvador, Guadeloupe (France), Guatemala, Haiti, Honduras, Jamaica, Martinique, Montserrat, Nicaragua, Panama, Saint Barthélemy, Saint Kitts and Nevis, Saint Lucia, Saint Martin (French Part), Saint Pierre and Miquelon, Sint Maarten, Trinidad and Tobago, Turks and Caicos Islands, United States of America, Virgin Islands (British), Virgin Islands (U.S.)

South America: Bolivia, Bouvet Island (Norway), Colombia, Ecuador, Falkland Islands (Malvinas), French Guiana, Guyana, South Georgia and the South Sandwich Islands, Suriname, Venezuela

Oceania and Australia: American Samoa, Cook Islands, Fiji, French Polynesia, Guam, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Norfolk Island, Northern Mariana Islands, Palau, Papua New Guinea, Pitcairn, Samoa, Solomon Islands, Tokelau, Tonga, Tuvalu, Vanuatu, Wallis and Futuna

Creating a crypto wallet is simple! Just head over to the Wallet section of your account, click on the Add button, select your desired cryptocurrency, and a personalized address will be generated for you.

Each cryptocurrency operates on its own unique network. Sending crypto to the wrong network can result in irreversible losses. Always ensure you select the correct network to secure your transactions.

Verification is a mandatory requirement to ensure the security and integrity of our platform, prevent fraudulent activities, comply with regulatory requirements, and provide a safe and trusted environment for our users.

By verifying your account, you'll unlock full access to our services and features, increase your daily and monthly transaction limits, and enjoy a more secure and trusted experience on our platform.

Level 1

• Monthly Limit: €5,000
• Per Transaction Limit: €1,000

Deposit €5,000 and withdraw up to 5 times, €1,000 each. This lets you access your full deposit in smaller chunks while staying within your monthly limit.

Level 2

• Monthly Limit: €10,000
• Per Transaction Limit: €2,500

Deposit up to €10,000 and withdraw in increments of €2,500 up to 4 times, or in increments of €2,000 up to 5 times, staying within your monthly limit.

Level 3

• Monthly limit €35,000.00
• Per Transaction Limit: €10,000.00

To initiate the Know Your Customer (KYC) process, log in to your account, navigate to the "Compliance" section, click the "Upload Documents" button, and follow the on-screen instructions.

You need to upload the following documents:

• Personal identification document (passport or international ID card)
• Document confirming your address of residence or registration (e.g., bank statement, utility bill, or tax return)
• Additional documents for Level 2 verification (e.g., employment status confirming document, source of funds confirming document, and tax return confirming document)

Our team will review your documents within 24 hours. You'll receive a confirmation email once the verification process is complete.

If you encounter any issues, don't hesitate to reach out to our support team for assistance.

Make sure to:

• Provide accurate and up-to-date information
• Use a clear and high-quality scan or photo of your documents
• Avoid using screenshots or photos of your documents
• If you encounter any issues, don't hesitate to reach out to our support team

Be assured that our system complies with all safety requirements. Money security is our priority. Regulated in the EU our platform has all levels of protection to keep our customers safe.

We strongly advise our users to secure their account by implementing the following security procedures:

• Password: Make sure to set a strong and unique password. Using numbers, symbols and upper- and lower-case letters in your password makes it harder to guess.
• Email or 2FA confirmation: For additional security, we suggest that you use email confirmations for all operations.
• Device & connection security: We recommend that you use updated antivirus and malware protection software on your computer and mobile devices. Never open emails, attachments or other files from untrusted sources.

Two-factor authentication is an essential security measure for all modern financial services. In addition to the standard password, 2FA involves entering a one-time code each time you log into your account.
So, if someone gets your login and password, he won't be able to access your account and use your funds.

The main advantages of two-factor authentication:

• You won't need additional devices, authentication is done through a mobile device, which is usually at your fingertips
• A confirmation code is regularly re-generated, which is more secure than a single permanent password to the system

1. Download the Google Authenticator app on your Android or iOS device.
2. After installing GA, in your Connectee wallet in the Settings tab, click the slider in the Two-factor Authentication block to enable Google Auth.
3. In the Google 2FA app, tap the "+" icon in the bottom corner and "Scan QR code". Or tap "+" and "Enter setup key", then enter the backup key manually.
4. After successful addition, Google Auth will start generating one-time passwords of 6 digits. Enter the code in the confirmation box to confirm the action.

Important: When you connect the 2FA, you will see a QR code and a text key. Be sure to save it in several places (piece of paper, encrypted notes). If you lose the device where GA is installed (or even simply delete the application), it will be impossible to restore access to the authentication code generator without a key.

Similar to the previous question, to enable Email authentication, in the Settings tab click the "Email messages" slider. You will receive an email with a code to the mailbox your Connectee account is registered to. Enter the received code in the window that opens and confirm the action by clicking on the Check button.

If you lost access to the email address you used to register with Connectee, you can only access your wallet by contacting our technical support team. Please open a support ticket or contact our support team.

Please as soon as possible contact our support team and we will verify your identity and determine that your account belongs to you, after that we will help you regain access to your account.

Activating your TRX wallet is a one-time requirement that allows you to create and manage your USDT and USDC wallets in the TRC-20 network. This is because the TRC-20 network is built on top of the TRON (TRX) blockchain, and TRX is the native cryptocurrency of the TRON network.

The TRC-20 network is part of the TRON blockchain, designed to support token creation, such as USDT and USDC. To utilize the TRC-20 network, you need to activate your TRX wallet first, as TRX is the native cryptocurrency of the TRON network.

To create a TRX wallet, simply go to the Wallet section, click the Add button, and choose TRX as the currency. We'll generate a personalized address for your TRX wallet. To activate your TRX wallet, send a minimum of 3 TRX from another wallet to your Connectee TRX wallet. This is a one-time setup that allows you to create and manage USDT and USDC wallets on the TRC-20 network.

Follow these easy steps:

1. Log in to your source wallet and navigate to the "Withdraw" or "Send" section.
2. Copy your Connectee wallet's TRX address from the Wallet section of your account.
3. Paste the TRX address in your source wallet and enter the amount (minimum 3 TRX).
4. Confirm the transaction and wait for the network confirmation.

Once your TRX wallet receives the required amount of TRX, it will be activated. You can then create and manage your USDT and USDC wallets on the TRC-20 network.

The withdrawal fee for the TRC-20 network is 100 TRX per transaction. This fee is deducted from your TRX wallet when you make a withdrawal.

You can top up your wallet using three convenient options: Crypto, Card, or Wire Transfer.

Simply copy your wallet address and deposit crypto from a service where you have funds.

Step-by-Step Instructions:

1. Go to the Wallet section.
2. Choose the wallet you wish to top up.
3. Click on Deposit.
4. Select Crypto as the deposit type.
5. Copy your wallet address and deposit crypto from a service where you have funds.

Important: Make sure to select the correct network (e.g. Bitcoin (BTC), Ethereum (ETH), etc.) when depositing crypto, as transactions sent on the wrong network may be lost or delayed. This is crucial because different cryptocurrencies have their own unique networks, and sending crypto on the wrong network can result in irreversible losses.

Open your Wallet section, choose the wallet you wish to top up, select Bank Card as the deposit type, enter the amount and fiat currency, and follow the prompts to complete the transaction.

Step-by-Step Instructions:

1. Go to the Wallet section.
2. Choose the wallet you wish to top up.
3. Click on Deposit.
4. Select Bank Card as the deposit type.
5. Enter the amount and fiat currency.
6. Click Next.
7. Review the summary, including limits, approximate delivery time, and fees.
8. Check the box to agree to our Terms and Conditions.
9. Click Buy.
10. Enter your card information and complete the transaction.

Open your Wallet section, choose the wallet you wish to top up, select Wire Transfer as the deposit type, choose between SEPA and SWIFT, enter the country of your bank, amount, and fiat currency, and follow the prompts to complete the transaction.

Step-by-Step Instructions:

1. Go to the Wallet section.
2. Choose the wallet you wish to top up.
3. Click on Deposit.
4. Select Wire Transfer as the deposit type.
5. Choose between SEPA and SWIFT.
6. Enter the country of your bank, amount, and fiat currency.
7. Click Next.
8. Review the summary, including limits, approximate delivery time, and fees.
9. Enter your bank account details.
10. Choose the bank details to wire the transfer.
11. Click Next.
12. Review the summary and for wire transfer and press Create.

The processing time varies depending on the deposit method chosen. For card deposits, the transaction is processed immediately. For wire transfers, the processing time depends on your bank's processing time.

Yes, there may be fees associated with deposits, depending on the method chosen. The fees will be displayed before you complete the transaction.

Please contact our support team if you need to cancel your deposit. We'll do our best to assist you.

You can withdraw funds from your wallet using two methods: Crypto or Wire Transfer.

Copy the withdrawal address and initiate the withdrawal process in the wallet section.

Step-by-Step Instructions:

1. Go to the Wallet section.
2. Choose the wallet you wish to withdraw from.
3. Click on Withdraw.
4. Select Crypto as the withdrawal type.
5. Copy the withdrawal address and initiate the withdrawal process in the wallet section.

Important: Ensure the correct network (e.g. Bitcoin (BTC), Ethereum (ETH), etc.) is selected during the withdrawal process. Transactions sent on the wrong network may be lost or delayed.

Open your Wallet section, choose the wallet you wish to withdraw from, select Wire Transfer as the withdrawal type, choose between SEPA and SWIFT, and follow the prompts to complete the transaction.

Step-by-Step Instructions:

1. Go to the Wallet section.
2. Choose the wallet you wish to withdraw from.
3. Click on Withdraw.
4. Select Wire Transfer as the withdrawal type.
5. Choose between SEPA and SWIFT.
6. Enter the country of your bank, amount, and fiat currency.
7. Click Next.
8. Review the summary, including limits, approximate delivery time, and fees.
9. Enter your bank account details.
10. Choose the bank details to wire the transfer.
11. Click Next.
12. Review the summary and press Create.

The processing time varies depending on the withdrawal method chosen. For crypto withdrawals, the processing time depends on the cryptocurrency's network speed. The delivery times for SEPA - 1-2 business days, and SWIFT - 3-5 business days.

Yes, there may be fees associated with withdrawals, depending on the method chosen. The fees will be displayed before you complete the transaction.

Please contact our support team if you need to cancel your withdrawal. We'll do our best to assist you.

Important: Make sure to review the specific withdrawal instructions and requirements for your chosen withdrawal method.

To order a Connectee card, you'll need to:

1. Complete the registration form and verify your account.
2. Go to the "Cards" section and click "Order a new card."
3. Select the type of card you want and follow the prompts.
4. Confirm the order and complete the payment.

For a full guide, including all the helpful tips, you can refer to this page.

The virtual card is a digital version of the Connectee card that can be used for online purchases, while the plastic card is a physical card that can be used for both online and offline purchases.

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Additionally, we offer delivery to Switzerland and the United Kingdom, but residents of these countries are not eligible to order a Connectee card.

The card settings include internet purchases, contactless purchases, ATM withdrawals, overall limits enabled, and 3DS password.

• Internet Purchases: Enabling this setting allows you to make online purchases with your card.
• Contactless Purchases: Allows you to make contactless payments with your physical card.
• ATM Withdrawals: Enables cash withdrawals from ATMs using your card.
• Overall Limits Enabled: This setting allows you to set custom spending limits for your card.
• 3DS Password: An additional security measure for online transactions.

Wire transfer:

To deposit funds to your Connectee card using a Wire transfer, follow these steps:

1. Go to the "Cards" section on Connectee's platform.
2. Select the card you want to top up and click "Top up".
3. Choose SEPA transfer as the top-up method.
4. Enter the amount you want to add to your card in fiat currency.
5. Review the details, including fees, and confirm.
6. Follow the instructions to complete the top-up that you will see on the screen.

Once the funds have been transferred and processed, your Connectee card will be topped up, and you can start using it for transactions. Please note that SEPA transfers may take 1-3 business days to be processed.

Crypto:

To sell crypto into your Connectee card, follow these steps:

1. Go to the Cards section.
2. Click on Details of the card you wish to top up.
3. Click on "Card TopUp" at the top right window.
4. Select Crypto for the withdrawal.
5. Confirm the fee and solve the captcha to process the transaction.

Our team is committed to delivering exceptional service and support, and we're excited to help you achieve your financial goals. If you have further questions or need assistance with the top-up process, contact Connectee's customer support or create a ticket.

SEPA transfers may take 1-3 business days to be processed.

Go to the "Cards" section on Connectee's platform, select the card you want to top up, and follow the prompts. For more information you can see our guide on how to order and top-up your Connectee card here

Go to the "Cards" section to view and manage your card details.

As a EUR-based card, you can use it to make purchases or withdraw cash in any currency, anywhere Visa is accepted.

The following limits apply to all Connectee cards:

Purchase Limit:
€2,500 per day
€5,000 per month
€2,500 per transaction

Withdrawal Limit:
€1,000 per day
€1,500 per month
€350 per transaction

Internet Limit:
€2,500 per day
€5,000 per month
€2,500 per transaction

Contactless Limit:
€2,500 per day
€5,000 per month
€2,500 per transaction

A monthly fee of €20 will be applied to all Connectee card accounts. This fee provides a comprehensive solution, covering all other fees associated with using your Connectee card. With this straightforward approach, you'll enjoy a convenient and predictable payment experience.

The Travel Rule is a regulatory requirement established by the Financial Action Task Force (FATF), an international organisation dedicated to combating money laundering and terrorist financing. It is one of the key measures in financial regulation aimed at increasing the transparency and security of financial transactions.
The EU Regulation 2023/1113 on the transfer of funds and certain crypto-assets has revised Regulation (EU) 2015/847, extending its scope to include the transfer of specific crypto-assets.

Starting 30 December 2024, Connectee OU will implement the Travel Rule. This means we will need to collect and share certain information about your crypto transactions. This will affect both individual and business customers when conducting transactions to and from other platforms that are also subject to this regulation.

The Travel Rule applies to all transactions to and from other crypto platforms. This includes transfers where information about the sender and recipient must be exchanged and retained.

For each transfer of virtual assets, VASPs are required to collect and transmit the following information:

Originator Information
Name, account number, and physical address or date of birth for individuals, or company name, registration number, and address for legal entities.

Beneficiary Information
Name, account number, and physical address or date of birth for individuals, or company name, registration number, and address for legal entities.

No, the Travel Rule will not fundamentally affect your ability to send and receive cryptocurrencies. You can continue to conduct your transactions as usual. However, you may be required to provide additional information, particularly when conducting transactions to or from other crypto platforms.

The information will only be shared with other regulated financial institutions involved in the transaction, as legally required, and will be treated with the utmost confidentiality.

If you do not provide the required information, in some cases your transaction may not be processed. Ensure that all necessary details are provided to avoid any interruptions.

In the event your transaction is rejected due to the Travel Rule, your assets won't be sent and you'll receive an email to let you know the transaction failed.
You'll need to complete the transaction again, ensuring all recipient details are accurate.
If you have any questions or need assistance regarding the Travel Rule, please reach out to our team at aml@connectee.io

We take data protection very seriously and employ comprehensive security measures to protect your personal information. All collected data will be handled in accordance with our privacy policy and transmitted securely.