Keeping clients’ money safe

Your e-Money Account is a ‘virtual’ account that holds your e-money. We use the term “money” to refer to e-money. The currency of your e-Money Account depends on the type of account you hold. For example, if you hold a e-Money GBP Account, your currency will be pounds sterling.

When a payment is received for your Account, or you add money to it, the equivalent value of e-money is placed in your e-Money Account. Your money is never lent to anyone else, it cannot generate interest and the money in your Account is not covered by the Financial Services Compensation Scheme (FSCS). No other compensation schemes exist to cover losses claimed in connection with your Account. If the issuer of the e-money becomes insolvent, your money is safeguarded under the UK Electronic Money Regulations 2011 or EU Electronic Money Directive. These cover the legal obligations of electronic money institutions and are designed to protect money held in electronic money accounts like your e-Money Account.

Safeguarding means that, by law, all of your money has to be kept in accounts that are completely separate from the ones used to run the business. So your money is backed by assets that the e-money issuer holds in separate accounts. These funds are called ‘safeguarded funds’.

E-money accounts are opened and managed by our principal, Noveba Limited, regulated by the Financial Conduct Authority under FRN 900924 or its financial partners. You will find the details of the institution that issued your e-money once you log in to your wallet. Where Noveba (or its direct partner) is the EMI for your e-money Account, they will be responsible for safeguarding the e-money in that account.

Go to your account settings, enter a new phone number, to which you will receive an additional confirmation code.

Go to your account settings, enter a new email, to which you will receive an additional confirmation code.

Go to your account settings, enter the old and new account password. Please be careful that additional authentication is required.

Yes, our activities are completely legal and regulated by the UK FCA. Each user is required to pass verification in order to gain access to financial services before entering into a business relationship.

Please write your request in your account in the Help section or send your request by email [email protected]

It depends on your needs. The virtual card is issued faster and is more suitable for online purchases. A plastic card will allow you to withdraw cash from ATMs and spend offline.

a. In GM, you can:
i. Have e-wallets in fiat currencies. Receive, store and send fiat funds in EUR, USD, GBP. Also you can transfer funds to another bank card belongs to you.
ii. Issue a debit virtual or plastic card in EUR for online purchases, ATM withdrawals and offline shopping. A card for daily use from GM and VISA.
iii. Issue a European IBAN account for transfers within the SEPA zone (Single European Payment Area). Receive, Store and Send funds within Europe.
iv. Exchange fiat currency to another fiat currency, instantly and without hidden fees.
v. We are constantly developing our financial services. Stay tuned.

a. Your country of residence is the country in which you currently reside. You do not have to have the citizenship of your country of residence, however, you must have a valid Residence permit or Permanent Residence document. It is also worth considering that you must have a document confirming the postal address at your place of residence. This can be a utility bill, a bank statement, and so on. Please do not confuse Citizenship and Country of residence.

No. Each account is unique and can only be linked to one email and mobile phone.

Please note that the password must contain numbers, letters, one capital letter and a special character.

We oblige each user to connect 2FA to ensure the maximum level of security of your account. You can disable 2FA after registration, but we strongly do not recommend doing this.

Make sure you are using the Google Authenticator app. Open the application, click on the "plus" button, scan the QR Code that you see on the screen and enter the numbers that appeared on the screen of your device. If you can't scan the QR Code, then add the private key manually.

a. Please make sure that you entered the phone number correctly, reload the page and try to send the code again after some time. If the problem is not solved, please contact our support service via live chat or email [email protected]

You may already have an account, go to the Login page and try logging in to your account. If you forgot your password, try to restore it. If you have not created an account, please contact support via live chat or email [email protected]

Please click "Cant Login", enter your email address to which an email will be sent to start the password recovery procedure. To do this, you will need your Google Authenticator. If you do not have access to your Google Authenticator, please write to us in live chat or by email [email protected] . In the latter case, our team may request you to re-verify your account and your identity.

Please click "Cant Login", enter your email address to which an email will be sent to start the 2FA recovery procedure. To do this, you will need your password. If you do not remember the password of your account, please write to us in live-chat or by email [email protected] . In the latter case, our team may request you to re-verify your account and your identity.

Please click "Cant Login", enter your email address to which an email will be sent to start the 2FA recovery procedure. To do this, you will need your password. If you do not remember the password of your account, please write to us in live-chat or by email [email protected] . In the latter case, our team may request you to re-verify your account and your identity.

You can change Name and Surname before verification. After verification of your identity, you can’t do this.

Yes, to do this, you will need to go to the Settings section and change the data to new ones. Additional 2FA confirmations will be required to change the email or phone number.

Yes, go to the Settings page, select Login History. You will have access to information on the session time, IP address, country and city.

Check your IP address and make sure that your VPN is disabled. If you have checked and still the visits were from unfamiliar IP addresses, please change the password, connect 2FA to your account, close all current sessions (special button) and write to our support by email [email protected]

Please write to us in live-chat or by email [email protected] . In the latter case, our team may request you to re-verify your account and your identity.

Our company is a licensed service that does not allow you to use the services without identity verification. Also, verified accounts have more financial services available and much larger limits on financial transactions are available. Do not forget that this also additionally ensures the security of your account.

Please go to the Limits page, where your current verification level and the following will be visible. To pass or increase the verification level, please click Upgrade to a new level and provide your data in the window that opens. It's safe. We fully comply with GDPR and keep your data safe.

No. Such an account will be detected, immediately blocked and reported.

Write to us in live-chat or by email [email protected] and describe your request. Our Compliance Department will provide you new link for verification. After successful verification, the data and type of your account will be changed to a new one. We remind you that our users are obliged to report any changes of their data. If the fact of providing irrelevant data is revealed, the account will be blocked until the data is updated.

It usually takes from 2 to 5 minutes. However, in the case of Source of Funds/Wealth, it may take up to 3 business days.

Yes, you can, but it's worth noting that your balance will not be updated (crediting/exchanging/sending) until you increase the verification level covering your transactions. You can also track exceeding the limit on the Limits page.

Such transactions will be frozen until the next operational period, when your account limits will be reset and updated. Also, you can write to us in live-chat or by email [email protected] and provide the source of origin of the funds for this financial transaction. After consideration by our Compliance Department, a decision will be made to confirm or reject the operation.

a. As part of regular monitoring, you are required to update your data. If you receive such a request, please do not ignore it, as you have 5 working days to provide it. After providing the data, your account will be updated and you will be able to continue using it. If the data is not provided, your account will be frozen until the update.

You may not meet the parameters of the company's internal policy. Please write to us in live-chat or by email [email protected] to get details on your verification.

Write to us in live-chat or by email [email protected] and describe your request. Our Compliance Department will provide you new link for verification. After successful verification, the data and type of your account will be changed to a new one. We remind you that our users are obliged to report any changes of their data. If the fact of providing irrelevant data is revealed, the account will be blocked until the data is updated.

Yes, if the funds have not been spent. To make a refund, write to us in live-chat or by email [email protected] and specify the number of the replenishment operation to be returned.

The commission depends on the chosen payment system. During the replenishment process, you will be shown the total amount of funds debited, taking into account the commission.

Yes, you can transfer funds to other GM users. Click on the "Send" icon, select "gmwallet" in the "Payment system" field and enter the ID number of another user there (example of a wallet number: G16119405054). You can see the ID in the menu next to your First and Last Name.

Wait at least 15 minutes, sometimes there may be delays in crediting payments. If the money is still not received, please contact us in live-chat or by mail [email protected] and send your payment receipt where the date, time of payment, amount of payment and sender will be visible.

You can top up the balance only from the card, in the appropriate currency.

a. Make sure that there are no restrictions on deposits on the card, restrictions on Internet payments and there are enough funds on it
b. Make sure that the 3D Secure function is enabled on the card (confirmation of payment by SMS code from the bank. To clarify whether this function is enabled, you can contact the bank's support)
c. Make sure that you have filled in all the card details correctly, including the name of the cardholder
d. Try to top up your balance in a few hours
e. Try to reduce the payment amount
f. Try to choose a different payment currency
g. Try to top up with another card or another method

GM accepts deposits from VISA and MASTERCARD cards. The other cards may not work.

The process of finalizing funds in some banks may take 3-4 days. If the money has not arrived after this period, contact us in live chat or by mail [email protected] and specify the number of the problematic withdrawal request.

Perhaps your bank charges a commission for receiving funds and their subsequent conversion into the currency of your card. You can check the commission and the conversion rate with your bank.

First of all, add the card on the Withdrawal Cards page. Don't worry, we use a secure storage method and comply with PCI-DSS requirements. After you add the card, go to the Withdrawal page and select your card as the payment method to make a withdrawal.

The success of the withdrawal largely depends on your bank. You can check it experimentally. In case of an error, the money will be returned to your balance.

From 1 minute to 10 minutes. In some cases, up to 3-4 business days.

It usually takes from 1 to 4 business days.

You can top up your card using existing fiat accounts, with an IBAN

We use the interbank rate of many banks, depending on the time. We do not charge a commission for the conversion, it is included in the exchange rate shown during the exchange.

a. The gift card can only be used within limited limits and only once.
b. The gift card is issued with a shorter validity period

3DS password is required for online purchases over €30.

Immediately log in to your account and block the card. If you can't do this, immediately write to us in live-chat or by email [email protected] with information about the incident. IN ANY CASE, do not give your card details to GM employees.

Immediately log in to your account and block the card. If you can't do this, immediately write to us in live-chat or by email [email protected] with information about the incident. IN ANY CASE, do not give your card details to GM employees.