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Welcome to LeuPay Support

General Info

Where can I find my IBAN?

  • LeuPay Web Platform – Log in to your LeuPay account and go to the “Accounts” tab.
  • LeuPay Mobile App - Log in and press on your balance on the home screen (if you only have one currency account), or go to “Menu” → “Accounts” → (if you have two or more currency accounts).

How can I get an IBAN certificate for my currency account?

You can get an IBAN certificate for any of your currency accounts from the LeuPay Web Platform. Just log in to your LeuPay account and go to “Accounts”. Then click on the icon next to the currency account you need the IBAN certificate for. A PDF file will automatically be generated and can be saved on your computer.

How can I open a new currency account?

LeuPay allows you to open multiple currency accounts with dedicated IBANs, directly from your dashboard. Here are the steps you need to follow:

  • LeuPay Web Platform – Go to “Accounts” → “Add Account”, select the currency and choose the name of the currency account. Read and confirm the T&Cs and you are done. Your new account is now open and ready to use.
  • LeuPay Mobile App - Go to “Menu” → “Accounts” → “+” (find it in the upper right corner of your screen), select the currency and choose the name of the account. Read and confirm the T&Cs and you are done. Your new account is now open and ready to use.

Note

You can open up to 3 free currency accounts for each currency supported by our platform - EUR, USD, GBP, CHF, HRK, BGN, JPY, RON, PLN and CZK.

Can I close a currency account I no longer use?

We do not advise closing a currency account you no longer use because you will not be able to reinstate it later. However, if for some reason you do need to do it, you can follow these steps below.

Log in to your LeuPay web account and:

  1. Ensure that this account is not selected as a default account for internal transfer in its currency. Simply click on the “Accounts” tab and then click on the icon, next to the currency account you wish to select as default account.
  2. Withdraw all the finds from the account.
  3. Block any LeuPay cards linked to this currency account.
  4. Go to “Accounts” → “Status” and click on “Close”.

My LeuPay account has limited access, what should I do?

If your LeuPay account has limited functionalities (e.g. you are not able to send, receive or withdraw money, order cards etc.), either your ID verification is incomplete or your account has been flagged for unusual activity. In order to remove your account limitations, you will be asked to complete one or more tasks and provide some additional information. Here are a few suggestions on what you can do:

If your ID verification is incomplete:

  • Check your inbox for any email notifications from our team regarding additional documents required to complete your account registration.
  • Ensure you have successfully uploaded any additional documents requested by our verification team. To upload documents, log in to your LeuPay Web Account and go to “Profile” → “Documents” → “Upload Document”.

If your LeuPay account has been flagged for unusual activity:

  • Check your inbox for any email notifications from our team and call our Customer Support to confirm next steps.
  • Ensure you have supplied any additional information or documentation requested by our team.

If you need any assistance, please contact our Customer Support team at hello@leupay.eu or call us on 0044 20 3129 0935.

How can I temporarily block my account?

You can do this online from the LeuPay Web Platform. Log in to your account (“Profile” → “Client Details” → “Status” → “Block”), or via the LeuPay Mobile App (“Menu” → “Profile”). While your account is blocked, all functionalities are disabled. You can easily unblock your locked account at any time by following the same steps. If your account has been blocked for some other reason, unknown to you, please contact our Customer Support at hello@leupay.eu / 0044 20 3129 0935.

How can I close my LeuPay account?

We do not advise permanently closing your LeuPay account as it can take some time to set up a new account with the same details. Keep in mind that LeuPay does not charge you to keep an account open that is not in use.

If however you would like to close your account, simply contact our Customer Support team at hello@leupay.eu from your registered email, or call us on 0044 20 3129 0935, so we can start the account closure procedure (please note that you will need to answer some security questions first).

Can’t find what you are looking for? Get in touch!

Write our support officers at hello@leupay.eu or call 0044 20 3129 0935