Below you can find our handy FAQ section. If you don’t find what you’re looking for go ahead and contact us, our customer support team would be happy to help you.

Getting Started

In order to sign up for a Wallex CUSTODY profile, you can use the following link: https://my.wallexcustody.com/sign-up. You can as well find the sign up form on the Wallex CUSTODY’s web page https://www.wallexcustody.com/ by clicking on the button Signup or via the drop-down menu click on the section CUSTODY.

In order to complete your registration, please fill in the sign up form, completing all required fields with personal data. Make sure that you enter the data of your identity document correctly, as it is essential for the completion of your registration and the operation of your profile. The accepted types of identity documents are a valid identity card or a valid passport. The physical address requested in the registration form is your address of registration. In case of a Corporate registration, it is the company registration address.

Please note that certain countries are a part of our restricted countries list and registrations of citizens of these countries will not be approved. You can find the list of all prohibited countries here.

When registering you need to choose between a Personal and a Corporate account.

  • Personal: Client is an individual who will be depositing/withdrawing personal funds.
  • Corporate User: Client is an Entity depositing/withdrawing corporate funds on behalf of the Entity.

If you are not sure what type of User you are and you need some assistance, please contact us at support@wallexcustody.com.

Once you have registered in the platform, you can not change the type of User you are. If you have opened a Personal account, you can not switch it to Corporate. However, what you can do is to register again and make a second account for yourself, a Corporate one. 

The procedure is the same as opening a Personal account, but from the falling menu you need to choose a Corporate account and fill in all the necessary information applying to the Company identity. 

As soon as your registration request has been approved, you will receive a notification email indicating your account has been activated. In this mail you will find the link so that you can start completing the verification process and uploading the required documents for KYC/KYB. 

If you have not received your account activation email, the two most likely reasons are that your email has been moved to your spam folder, or that you gave us the wrong email during account sign up. Please check and contact us at support@wallexcustody.com

The physical address is where you are registered or where the company is registered in case you will be operating a Corporate account.

Your case is currently under review. Due to our strict KYC/AML compliance regulations and in order to provide all our customers with the highest levels of security, each profile must undergo an extensive review before they can be approved. It is possible that we may require some additional information. We will contact you shortly.

If you have forgotten your password and cannot access your account, you can click on “Forgot your password?”, which you will find under the gaps for your username and password on the main page. 

Once you click on it, you will receive instructions on your personal email in order to recover and change it to a new one. This way we ensure that the person who is going to use the account is registered with the same email. If you do not receive these instructions in your email, please check the Spam folder. 

When you have completed this step, you can easily log in again into your profile. 

Keep in mind that if you enter an incorrect password several times, your account will be temporarily blocked. You can unlock it by following the same steps mentioned above. 

KYC/KYB Verification

Businesses are evolving in the digital era where fraud and crime have many faces. Gone are the days when customers were the only source of risk for the businesses and the businesses were bound by the only customer due diligence regulations.

The risk is coming from all the stakeholders of a company and proactive risk prevention is inevitable. The stakeholders of businesses include customers, merchants, investors, employees, shareholders, partners, etc. All these entities affect businesses in one way or the other. So it is significant to perform due diligence on all the stakeholders to differentiate between an opportunity and risk. 

KYC/KYB procedures and regulations have been implemented to the businesses to reduce the risk of crimes. The crimes that are controlled with compliance are identity fraud, money laundering, terrorist financing, fake merchant fraud, shell companies, etc. 

Wallex Custody completes ongoing KYC for all clients and transactions due to the nature of the assets’ class. Wallex Custody may at any time request additional information in order to process your request. 

Please provide us with the requested documents in order to process your transaction. 

Know your customer (KYC) guidelines in financial services require that professionals make an effort to verify the identity, suitability, and risks involved with maintaining a business relationship with individual clients.

In accordance with our internal policy we will require the following documents:

Required Documents

1. A copy of valid passport or ID card in color (four corner document)

2. Address verification (if address is not listed in ID – utility bill in the name of the individual, not older than 90 days, or last three months bank statement)

3. Selfie with passport or ID card

4. Completed and signed Individual Onboarding Deck

 

Individual Onboarding Deck including:

1. Individual Application

2. Politically Exposed Persons (PEP) certification

3. Custodian Agreement

Know your business (KYB) guidelines in financial services require that professionals make an effort to verify the identity, suitability, and risks involved with maintaining a business relationship with corporate clients.

In accordance with our internal policy we will require the following documents:

Required Documents:

1. Certificate of Incorporation & Memorandum of Incorporation & Articles of Association

2. Registers of Directors and Members/ Shareholders

3. Passports -Copy of current valid Passports for Directors/Shareholders

4. Proof of Address for Directors/Shareholders – Copy of Utility Bills not older than 3 months

5. Rent Contract OR Utility Bill for the Office in the name of the Company NOT older than 3 months

6. Company Bank Account Statement with Company Name and Address for last 3 months

7. Company AML/KYC policy (if applicable)

8. Company profile pages to any regulator websites if the company is regulated

9. Recently issued Certificate of Good Standing

10. Company structure chart

11. Selfie of Company Director with passport

 

Corporate Onboarding Deck including:

1. Corporate Application

2. Certification of Beneficial Owners

3. Corporate Resolution Authorization

4. Politically Exposed Persons (PEP) certification

5. Custodian Agreement

 

Depending on the type of user, further documents could be requested.

  1. Why have my documents not been accepted ?

We kindly ask you to review our KYC/KYB terms for the documents which you can find below and resend new ones that abide by them.

Please upload the documents:

  • *Color copy of your Government issued ID or Passport in PNG, JPEG or PDF format
  • * Color Copy of Current  documents 
  • * Proof of address

 

 Please, follow the instruction below to upload the documents correctly:

​All document details must match the details as submitted in the application, including:

  • First and last name
  • Date of Birth
  • Document date of issue and expiry
  • Document number

If the required information is not visible in one side of the document, a high quality scan or a picture of both sides must be provided. 

The image must be high quality, unobstructed and uncropped

Please, have in mind that the provided documents must not be expired and we can not accept Electoral Identity Cards.

 

Proof of Identity Guidelines

 ***Must be a PDF or Scan.  We DO NOT accept screenshots***

Please upload a copy of your valid identification – Color copy of your government issued ID or Passport in PNG, JPEG or PDF format

Proof of address- Utility bill or/and Bank, credit card or mortgage statement.

The image must be high quality, unobstructed and uncropped.

The image must show a full document page or in case of national ID card, both sides of the card.

  1. Address Verification

Address verification is a process, during which you make sure that a person lives where they claim to live. It also ensures that address data is accurate and up to date. Address verification services can also check that the address is accurate and exists as well as whether it is a residential or a commercial building. 

According to many regulations you have to collect a PoA for individuals as a part of Due Diligence as this measure helps risk assessment and assignment to all clients. 

 

Proof of Address Guidelines

***Must be a PDF or Scan.  We DO NOT accept screenshots***

Statement must contain the applicant’s current address and show activity (ie. customer transactions) within the last four months. It should be dated within the previous three calendar months.

First and last name on the document must match exactly with the information provided in the application.

Address shown on the document must match exactly with the information provided in the application.

Statement may be in the joint name of the applicant and his/her partner, but not solely in the name of his/her partner or another person. 

Please find the detailed list of acceptable documents below:

  • Bank statement
  • Credit card statement
  • Mortgage statement (either hard copy or electronic statements are acceptable)

Thank you!

 

If you have any additional questions, please do not hesitate to reach out to your Account Representative at support@wallexcustody.com anytime.

If your selfie has been rejected, please make sure that whilst taking the photo, you are looking straight at the camera. The photo is in colour, not blurry and does not have a red eye effect. Your face should be clearly visible and you need to be holding your identity card or passport next to your face so that you can be completely recognized by the system. 

Transactions

In order to make a deposit to your Wallex Custody account, please choose the section Transfers from your Dashboard and then click on Incoming Wire Transfer. Select the account on which you would like to make a deposit EUR/USD, then press Continue.

The following page specifies the bank details to be indicated on the platform from which you are depositing to your account. Enter the code indicated on the screen as Reference/Message as the reason for the transfer. This indicates us the transfer is coming from your unique ID. 

If all the required information is provided – Amount; Currency; Recipient’s name; Type (Person or Company); IBAN; Address; City; State; Postal Code; Country; Description – the transfer will take from 3 to 5 business days to be credited to your Wallex Custody  account.

Depends on Beneficiary/Intermediary Bank processing times.

The payment processing speed depends on the following:

1) Time and day the user made the actual bank transfer from his account

2) Bank holidays

3) Location of the user

4) The bank’s due diligence.

A Bank Reference Code (ref-code) is a transaction reference/confirmation you receive when you make a deposit. You can find this ref-code in your online banking for each transaction you have made. 

To expedite processing, paste the bank ref-code number in your custody platform transaction and submit it.

If you would like to make an Outgoing transfer from your Wallex Custody account to an external bank, the procedure is the following:

Make a click on Transfers which you can select from the Dashboard Menu and choose the option Outgoing Wire Transfer.

Then choose the desired account from which you would like to execute the transfer. Specify the exact Amount and the Currency. Then fill in all the required fields with the correct bank details and beneficiary’s information. It is important to enter the following information so that your transfer can be processed successfully. 

Make sure you have completed all the fields regarding BENEFICIARY BANK and  BENEFICIARY CUSTOMER.

The final step is to select Continue in order to execute the transfer.

The Outgoing Wire Transfers can take from 3-5 business days to be processed depending on Beneficiary/Intermediary Bank processing times.

The payment processing speed depends on the following:

1) Time and day the user made the transfer – Working days, holidays and weekends
2) Location of the user
3) The bank’s due diligence

Please, have in mind that all the transfer information has been reviewed by Wallex Custody and at any time we may request additional information in order to process your request. 

Please provide us with the requested documents/bank details in order to process your transaction. 

The transfer information has been reviewed by Wallex Custody and if you are the beneficiary, you must enter the complete address including: neighbourhood, street, number, city, state and postcode.

You had only entered the address of the bank, and we need the address of the beneficiary as well.

In order to obtain this information, you need to contact the beneficiary.
Only the Beneficiary can provide you with the correct data required for a successful transaction.

When you send money to your Wallex Custody account with the wrong beneficiary details, note that this amount will be blocked in the bank. The amount will normally be credited back to your account after two weeks.

In appropriate cases,  you must contact the issuing bank for a refund of the amount sent.
As soon as you receive the amount, you can send it to your Wallex Custody account with the correct data required.

In order to make a transfer to another user in Wallex Custody, you should access your account and follow these instructions:

First you need to select Transfer from the Dashboard Menu and then choose Transfer between users.



After that, you must follow the instructions below:

  • The account from which you want to debit the amount 
  • Specify the Amount and the Currency
  • Fill in the Recipient’s account number
  • Add the transaction reference in the section Description


Please, check if all the information entered is complete and correct.

As your final step, select Continue.

Once you log in to your profile, Check the Dashboard Menu on the left side of the page. Afterwards, click on Transfer, and then on Transfer Between Accounts. 

Once you have entered the section, fill out all the necessary information about the transaction you wish to execute, which includes:

  • The account from which you wish to debit the amount and the one you wish to credit to. 
  • The exact amount and the FIAT currency. 
  • A short description of the transaction. 

For any additional information, please contact us at support@wallexcustody.com.

Should you find yourself in the unfortunate case of not receiving your funds in the estimated time, we would require a copy of the transfer in order to be able to do a detailed investigation.

We kindly ask you to provide a copy of the transaction to our email address: support@wallexcustody.com, which will enable us to investigate the case and update you with information as soon as possible. 

Keep in mind that it is important to fill the complete and correct information when you request an incoming FIAT transfer, especially the Reference. If we receive an incoming transfer with no Reference information – that is, your Wallex Custody account number – the transfer will be in pending status until you present to us the required documents and proof of the transaction. 

TAN’s are one-time passwords which are used for transaction validation and serve as an additional security measure to execute a transaction in a secure and safe way.

You will receive TANs once you have successfully registered and your account has been verified. If you wish to receive additional TANs, please contact us on the Messages section, which you will find on the Dashboard Menu. 

Please, keep in mind that it is extremely important to save them at the moment of receiving them as they disappear immediately after being opened. If you do not manage to save them, we may be able to generate new ones, but it is mandatory to keep them. 

We would like to inform you that you can check the Trust, Custody, Accounts And Administrative Fees in the Support section of the main page of Wallex Custody https://www.wallexcustody.com/, as well as by clicking on the following link: 

https://www.wallexcustody.com/wp-content/uploads/2020/03/Wallex-CUSTODY-FEES1.pdf 

If you have any doubts about the current fees of Wallex Custody, please, do not hesitate to contact us by email on support@wallexcustody.com 

We would like to inform you that the debit card application will start from the middle of April.

More information on how to register your interest will be communicated within the next few weeks.

Once you complete the application form – someone from our Team will review it and will contact you regarding the outcome.

Thank you for choosing our services, we value your business!

We remain available for any other help you may require!

BTC operations

In order to make a BTC deposit to your Wallex Custody wallet, please complete the following procedure: 

Firstly, when you log into the platform, you should select Accounts from the Dashboard Menu, which you will find on the left side of the page. From there, you can choose between your available Wallex Custody accounts. 

Please, click on your BTC wallet –  this wallet consists of a fairly long sequence of numbers and letters, it can be easily recognized among the rest of the accounts.

This character * (asterisk) is part of your wallet but only for internal use on the Wallex Custody platform. When making transfers, remove the asterisk from your BTC wallet so that you can send or receive funds successfully.

Afterwards, when you copy your wallet you can use it in order to make a BTC transfer from another platform to Wallex Custody. 

Do not hesitate to contact us on support@wallexcustody.com if you have any additional questions! 

If you would like to make a BTC transfer from your Wallex Custody account to an external wallet, please, send us a message by choosing Messages from the Dashboard Menu, which you will find on the left part of the site. 

The message must include complete instructions of the transaction you wish to execute: 

  • The exact amount of BTC you wish to transfer.
  • The BTC wallet from which you want to transfer the amount, which you can find by clicking on Accounts in the Dashboard Menu. Remember that the asterisk (*) is part of the wallet but only for internal use in the Wallex Custody platform. You should remove it in order to use it outside of the platform.  
  • The receiver wallet of the operation – the wallet to which you would like to make the deposit. 

As soon as your request has been successfully executed you will be provided with the hash of the transfer as a confirmation. 

If you would like to request a Crypto exchange from one of your accounts, please follow the steps below: 

  1. Send us a message in the section Messages from the Dashboard Menu, which you will find on the left part of the Wallex Custody page. The message should include both of the accounts from and to which you want to exchange, as well as the exact amount of BTC or Fiat currency.
  2. We will send you the current exchange rate, which you will need to accept for your exchange to be executed. Remember that it changes every few seconds, so we will send you a different exchange rate if we receive your confirmation later than 2 hours.
  3. After you have explicitly accepted the current exchange rate, your exchange will be executed and you will shortly receive a confirmation. 

You can always contact us on support@wallexcustody.com if you have any doubts about the procedure. 

It is important to note that in order to request any BTC or exchange operations, you should contact us from the Wallex Custody platform for security reasons. 

SECURITY AND PRIVACY

We take reasonable security measures consistent with applicable law to protect the security of your Personal Information from being accidentally lost, or used or accessed in an unauthorized way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorized manner and are subject to a duty of confidentiality. We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

If you are a former customer of Wallex Custody, your information is treated in the same manner as the information of current customers. Wallex Custody offers several options for accessing and, if necessary, correcting your account information. You can review your information using your statements, or through our automated telephone or Internet services. You may also write or call us with your request for information. If we serve you through an affiliate, please contact them directly.