Frequently Asked Questions (FAQ)

Wallex is a leading global financial institution group dedicated to providing a comprehensive suite of financial services and solutions.

Neobanking Platform
Wallex's neobanking solution delivers a digital-first banking experience. Users can access multi-currency accounts, dedicated IBANs, and integrated crypto wallets. Features include instant exchanges between fiat and cryptocurrencies, auto-conversion to mitigate volatility, and crypto-backed savings plans. The platform also supports debit cards for seamless spending in both fiat and crypto.

Custody Solutions

Prime & Private Services
Designed for financial institutions, corporates, investors, and high-volume clients, Wallex Prime offers services like unlimited asset custody, deep liquidity access, and tailored brokerage solutions. Clients benefit from dedicated account managers and a suite of tools for efficient digital asset management.

Wallex Pay – Crypto Payment Gateway
Wallex Pay facilitates businesses in accepting and processing payments in over 30 cryptocurrencies and 20 fiat currencies. Features include instant crypto payments, fiat-to-crypto conversions, invoicing with crypto, and mass payouts. The platform offers transparent fees, fast onboarding, and comprehensive accounting documentation.

WallexLab White-label Solutions
WallexLab provides customizable white-label solutions, enabling partners to offer digital asset services under their own brand. This includes access to Wallex's infrastructure, compliance support, and a range of financial tools. ​

After you choose the Wallex product that best suits your needs, navigate to the appropriate registration page, enter your personal details, and follow the on-screen instructions to set up your account.
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After registering, you'll be prompted to verify your identity by submitting necessary documents such as a government-issued ID, Proof of Address (POA) and a selfie. This process ensures the security of your account and complies with regulatory requirements.
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You can deposit funds via bank transfers, credit/debit cards, or supported cryptocurrencies. To withdraw, navigate to the withdrawal section, select your preferred method, and follow the prompts.
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Once your account is funded, you can unlock your trading potential with our platform's Exchange and Swap functionalities, enabling you to buy, sell, and exchange assets with advanced tools and security measures.

The Wallex Card is currently supported on the Neobanking, Smart Custody, and Prime Private platforms. Once your account is verified, you can easily order your card through the app by navigating to the Cards section and following the on-screen instructions.
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Wallex applies a transparent fee structure for both fiat and crypto operations. Fees may vary depending on the transfer method, currency, the platform used (such as Neobanking, Custody Pro, or others), and your account type. Transfer limits are subject to regulatory requirements. For the most accurate and up-to-date information, please refer to the appropriate fees page for the platform you're using.
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We recommend enabling two-factor authentication (2FA), using a strong, unique password, and regularly monitoring your account for any suspicious activity. Additionally, we encourage you to read our comprehensive security guidelines to better understand the protection measures in place and the best practices for safeguarding your account. We prioritize cybersecurity to ensure your assets and personal information remain secure at all times.
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We adhere to international regulatory standards, including Anti-Money Laundering (AML) and Know Your Customer (KYC) policies, to ensure a secure environment. Additionally, we have internal account rules, such as a strict policy against third-party deposits, to help protect our platform and users. For a full overview of our account rules and policies, please refer to our Account Rules page.

Two-factor authentication adds an extra layer of security to your account. To enable 2FA, go to your account settings, select "Security" section, and follow the instructions to set up 2FA using an authenticator app. If you need assistance, you can refer to our step-by-step guide in the Experience Center for detailed instructions.
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If you encounter a suspicious message or website claiming to be affiliated with us, do not engage. Report the incident to our support team immediately, providing as much detail as possible.
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To close your account, you can request profile deletion directly through your account settings. Alternatively, you can contact our Customer Experience team for assistance. Please ensure that your balance is equal to zero before proceeding with the closure. Our team will guide you through the process and ensure all necessary steps are completed.
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You can reach our customer support team through live chat by clicking the chat icon (bubble) in the bottom right corner of our website or app. You can also contact us via email or through the Contacts page on our official website.