FAQ2024-05-22T15:27:47+00:00

FAQ
One app, one e-wallet, converting cash to e-money.

FAQ’s – General

Biometric use2024-04-16T12:49:22+00:00

Our standard authentication method for logging into your paylado account is the biometric fingerprint. Alternative option is always the manual input of the self-selected PIN.

What can I do if I’m experiencing difficulties?2024-02-23T09:28:58+00:00

Whenever you have difficulties or questions, our competent customer service is available to you by phone at +49 5741 273- 1212 and via e-mail at [email protected].

Which laws regulate paylado?2024-04-16T15:37:07+00:00

paylado is a product of EPG Financial Services Limited. EPG Financial Services Limited is authorised by the Malta Financial Services Authority as a Financial Institution licensed to undertake payment services under the 2nd Schedule to the Financial Institutions Act (Payment Institutions) and to issue electronic money under the 3rd Schedule to the Financial Institutions Act (Electronic Money Institutions) (Chapter 376 of the Laws of Malta).

How can I file a complaint?2024-04-18T13:30:24+00:00

Please refer to the complaints handling policy for further information.

Is paylado secure?2024-02-23T09:28:58+00:00

We take data security serious. Your data are safely stored on our servers. Have a look on our data protection policy if you want to know more.

What is paylado?2024-02-23T09:28:58+00:00

paylado is the first cash to e-money wallet. You can deposit cash at one of our partners stores directly into your paylado online wallet.

FAQ’s – Deposit

What to do if I deposited the wrong amount?2024-02-23T09:34:54+00:00

You can easily withdraw your excess deposit amount, if your paylado account is verified.

How can I top up my Account?2024-02-23T09:34:54+00:00

You can top up your account while visiting one of our partner shops using the local devices. If you have any questions about the deposit process, you can always ask a shop employee for help. You can also make a bank transfer to your paylado account. Please only deposit with bank accounts in your name. Bank deposits take up to 5 working days.

I deposited but my balance has not been updated.2024-04-16T12:50:32+00:00

Please close the app and open it again. Kindly note that you need to have a stable internet connection in order to use paylado.

What deposit methods do you offer?2024-04-16T14:47:11+00:00

You can always top up your paylado account immediately with cash via specific devices such as paylado online terminals or Merkur eSolutions terminals. You can also make a bank transfer to your paylado account. Please only deposit with bank accounts in your name. Bank deposits can take up to 5 working days.

Which fees are you taking?2024-04-16T14:55:11+00:00

Please check our Tarriff document.

How secure is my deposit?2024-03-07T06:08:02+00:00

We make sure that all transactions are secured by state of the art technology.

Why can’t I deposit?2024-04-16T14:49:29+00:00

Please check if your account is verified. If your account is verified and you receive an error message, please call our customer support at +49 5741 273-1212 or send an email to [email protected]. If your account is not verified, please verify your account and try again.

Where is my deposit?2024-02-23T09:34:54+00:00

All our cash deposits and online transfers are processed in real time. If you encounter any error messages, please feel free to call our customer support on +49 5741 273-1212 or email [email protected].

FAQ’s – Withdrawal

What fees are you taking?2024-04-16T14:48:13+00:00

Please check our Tarriff document.

How long does it take for a withdrawal to reach my account?2024-02-23T09:36:59+00:00

Cash withdrawals and online transactions are processed immediately, bank transfers take up to 5 banking days. Please note, however, that payouts from your betting provider to your paylado account can take up to 48 hours, depending on the provider.

What withdrawal methods do you offer?2024-04-16T14:50:12+00:00

In principle, an immediate payout is possible via specific devices such as paylado Online Terminals, Merkur eSolutions Terminals or even POS system.

Why can’t I withdraw my funds?2024-02-23T09:36:59+00:00

Please note that transaction limits apply if your account is not verified. If your account is verified and you are still having problems, please call our customer support on +49 5741 273- 1212 or email [email protected].

Where is my withdrawal?2024-02-23T09:36:59+00:00

Cash withdrawals are processed immediately and are dispensed via the chosen machine. Online fund transfers are processed immediately and appear on the website you deposited.

FAQ’s – Verification

What documents do I need to send if I am asked to provide proof of address?2024-04-16T15:19:27+00:00

An electricity bill, fixed line telephone bill, bank statement or an official letter from a government authority can be utilized as evidence of your residential address. Kindly ensure that the document is no more than 3 months old. If you have been asked to provide proof of address, please send the document via email to [email protected].

Who performs the live verification?2024-02-23T10:02:33+00:00

Our provider Sonio performs the autoident verification. Your data will of course be processed absolutely securely.

Why can’t I upload an image for the account verification?2024-04-16T15:21:32+00:00

Our automated ID verification process must adhere to the applicable AML/CFT requirements. Therefore, submitting photographs of your identification documents would not be sufficient.

How can I verify my account?2024-02-23T10:02:33+00:00

Open the smartphone application. Navigate to More, click on verify account and follow the steps.

How long does a verification take?2024-02-23T10:02:33+00:00

Your verification takes usually up to 5 minutes once you completed the process. Kindly note that we might request additional documents anytime.

Are my documents securely stored?2024-04-16T12:53:07+00:00

We take data security seriously. Your documents are safely stored on our servers. Have a look at our data protection policy if you want to know more.

Why do I need to verify?2024-04-16T15:23:26+00:00

In accordance with EPG’s AML/CFT requirements, you are required to verify your account to benefit from higher transaction limits and enjoy all paylado functionalities.

What documents do I need?2024-04-16T15:24:11+00:00

For initial verification purposes, a valid and unexpired passport, residence card, or an identity card is acceptable. Additional documents may be required at a later stage.

FAQ’s – Account

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