Frequently Asked Questions

1. Download the PureWallet app from the Google Play Store or Apple App Store.

2. Verify your email address and phone number.

3. Provide your personal information.

4. Complete the required questionnaires.

5. Upload a live photo of your ID (Passport or Identity Card). The document must be valid for at least one more month.

6. Complete the selfie verification. Please remove any glasses and ensure your face is clearly visible and you are alone.

7. Upload a proof of address issued within the last 3 months. We accept a PDF or a clear photo showing your full name, address, and issue date.

Approval usually takes up to 24 hours on business days.

Once your account is approved, you will receive a notification via email. If additional documents are required, we will contact you.

Currently, there are no account opening or maintenance fees.

You can request a change by sending an email to support@purewallet.app from your registered email address.

Please attach a copy of your National ID or Passport (front and back) for verification.

You can find your bank details in the app under IBAN Accounts > Receive.

The account currently supports EUR only, therefore you can send and receive SEPA transfers only.

To make a transfer, you first need to add a new beneficiary.

Go to Send > New and complete all the required fields. Please use only Latin characters and avoid special characters.

Once the beneficiary has been added, you can proceed with the transfer.

Yes. As the account is personal and in your name, you can send and receive transfers to and from third parties.

Incoming instant transfers are usually credited within seconds.

For outgoing instant transfers, if the account has been opened recently, a short activation period may apply before this feature becomes available.

Instant transfers are typically credited within minutes.

Standard SEPA transfers usually take 1-2 business days, depending on the receiving bank.

There are currently no fees for incoming transfers.

Outgoing transfers currently have a fee of EUR 1.

There are currently no limits for incoming or outgoing transfers.

However, transactions may be reviewed, delayed, or restricted where required for compliance, security, or regulatory reasons.

If you have not received a transfer, please contact us via live chat or by email at support@purewallet.app and attach the transfer confirmation.

Under the new SEPA rules, verification checks may be performed between the entered details.

If there is a mismatch and you still wish to proceed, you will need to confirm the payment via a link sent to your email.

Instant transfers cannot be cancelled.

For standard transfers, you may contact us via live chat or email at support@purewallet.app. We can request the cancellation, but this cannot be guaranteed once processing has started.

To view your account statement, go to IBAN Accounts > More > Statement and select the desired period.