Q: What should I do if my KYC verification (ID, facial recognition, or biometrics) fails due to an error or other circumstances?
A: Please contact customer support. Provide a description of the issue along with a screenshot, and submit your registered UID or email address.
Q: Can I change my registered email address?
A: No, it cannot be changed. Please ensure you keep your email account secure.
Q: What happens if my email account is compromised or becomes inaccessible?
A: For account security reasons, UpFinance cannot assist with lost email access. Please strictly safeguard your email account.
Q: How many accounts can a single user have on UpFinance?
A: Each user is limited to one verified account per product. You cannot complete KYC twice or maintain multiple accounts for the same product.
Q: How long does it take for USDT / USDC top-ups to be credited?
A: The crediting time mainly depends on blockchain network confirmation speed.
In most cases:
When the blockchain network is operating normally,
funds are typically credited within a few minutesDuring periods of network congestion, the crediting time may take longer
Q: Why does it show “insufficient balance” when applying for a virtual or physical
A: card, even though my card account balance exceeds USD 100?
When applying for a card, the card issuance fee is deducted from your cash account, not from your card account balance.
Please note:
The application fee for virtual or physical cards
is charged directly from your cash accountEven if your card account has sufficient balance,
the application will fail if your cash account balance is insufficient
* Please ensure your cash account has sufficient balance to allow the card fee to be deducted successfully.