FAQ

Frequently Asked Questions

Frequently asked questions

We are here for help you.

  • How to open an account at Coxipay?

    On our website click on "Register"

  • Business Account Opening

    How can a company open an account at Coxipay? On our website click on "Register". Once you finish the registration by uploading all of the documents 1. Extract from country register or equivalent document (Certificate of Incumbency or Certificate of Good Standing) not older than 6 months. 2. Articles of Association (can be known as Memorandum, Statutes, Deed of Incorporation or Constitution). 3. General Power of Attorney. 4. Official list of shareholders; 5. Signed group structure chart; 6. Proof of business activities: Utility bill (electricity, telephone, post-paid mobile phone, gas, water, etc.) not older than 3 months; 7. Signed agreement with client or partner; 8. Copies of UBO’s/Directors/Authorized signatories valid ID’s or passports; 9. Proof of address of all controlling individuals (Utility Bill of a Bank Statement not older than 3 months); *Country register document, Articles of Association, General Power of Attorney must be notarized (in the EU or EEA countries), legalized (in countries outside EU, EEA and Hague List) or apostilled (in countries outside EU and EEA, belonging to Hague List). **Please make sure that the documents you provide are officially translated into English or Lithuanian. *** Our compliance team keeps the right to ask for any additional documentation or information if needed. our sales team will contact you in order to discuss the services your company requires. What costs are involved in the account opening process? Fees vary depending on your type of business. You can download the pricings on our main page by pressing on the 'Pricing' button. For further information, you can contact our support team at [email protected] In the case where your account has been rejected, no charges will be applied. How long will it take to set up my account? As soon as we receive your completed Coxipay application, our sales and compliance teams will review it and keep in touch with you in case we need additional information. Once it's approved, we will send you a confirmation email with the account details. How do I top-op my account? You can top-up your account by making a transfer to your Coxipay account from other bank or money institution. Please note that you can receive only SEPA payments into your Coxipay account. Alternatively, you can ask another Coxipay user to make an internal transfer into your account.

  • Individual Account Opening

    How can I open an account at Coxipay? On our website click on "Register". Once you finish the registration and you’ve uploaded all the documents, our compliance team will start reviewing your application. After this process, you will be informed once your account is open. What costs are involved in the account opening process? No fees are charged for an individual account opening. How long will it take to set up my account? As soon as we receive your completed Coxipay application our sales team will contact you to discuss the needs of your business. Afterwards, our compliance team will review the application. The amount of time it takes depends on how accurate your information is, whether we need any additional documents, and the overall intended use of your account. How do I top-op my account? You will receive a designated account with your own name and IBAN. You can top-up your account by making a transfer to your Coxipay account from other bank or money institution. Please note that you can receive only SEPA payments into your Coxipay account. Alternatively, you can ask another Coxipay user to make an internal transfer into your account.

  • What is a designated account?

    Designated accounts are specifically generated to receive money from PSP companies and Business-to-business. In case you decide to open it, you will have your own IBAN and the account will be under your company name.

  • What type of accounts can I open?

    SEPA / SWIFT account with your personal IBAN EUR

  • How long does it take to open a designated account?

    It only takes 1-2 days to open accounts.

  • How much will it cost to open a designated account?

    The prices variate depending on the type of business you own. For further information in this regard, kindly contact our support team.

  • Do I need to have an account in order to upload funds to my Coxipay account?

    We encourage all our clients to have their own IBAN as this is the easiest way to receive funds. PSP companies would only send settlements to companies who have designated accounts and it's easier for all businesses to provide their own account information to their clients and suppliers.

  • If I have a designated account in EUR, can I upload USD?

    No, you can only receive the currency of the designated account. For which if you have a designated account in EUR, you can only receive EUR, and this is same for all currencies.

  • How long to do the transfers take to be received and is there a limit per transaction?

    Transfer times are subject to time zones and local banking hours and therefore it depends on where you are sending the funds. Transfers to the US and Western Europe take up to 2 working days. Payments to countries outside of the US and Western Europe can take up to 5 working days to be received by the beneficiary bank. Coxipay has no minimum or maximum transaction.

  • Do rates vary according to the transfer amount and there any hidden charges, costs or commissions?

    Yes, the fees will vary depending on the amount. No, there are no extra costs or commission added to your transaction. We only charge a payment fee for onward transmission of your funds.

  • What happens if the funds didn't reach its destination?

    Firstly, we can request the MT103/Swift from the bank. If this document is not helpful, we can start an official tracer investigation with the bank in order to locate the funds.

  • If I processed a transfer with incorrect details, can I amend it?

    If this occurs, we can try to cancel the transaction. If the transaction has already been completed, we can send an amendment to the bank. Please note that this process will be done by the bank, for which sometimes is successful and sometimes the money is already on its way back to us and the amendment cannot be placed.

  • If I sent a payment by mistake, can I recall it?

    We can recall the transfer only if the beneficiary will agree to it. If we request it but the beneficiary does not agree, the recall procedure is not possible.

  • Can I make payments to individuals and companies?

    Yes, you can process payments to individuals and businesses.

  • How long do the transfers take to be received?

    Payments made from your overseas bank account to Coxipay will typically take 3 to 5 working days to be received.

  • Funds didn’t arrive - what can I do?

    Kindly send the proof of payment to our support team in order to check whether all the details are correct. Other than that, there is nothing else we can do, as in this case, the sender party will be required to start a tracer investigation.

  • Will there be any bank fees involved beside the Coxipay fees?

    There might be bank fees involved which will be deduced from the amount. Coxipay has no control on these fees.

  • If I'm a company, can I receive payments from individuals and businesses?

    In Coxipay, we accept Business-to-business payments and PSP settlements. However, depending on type of your business, you might not be able to receive payment from individuals. In order to find out more about this, kindly email our support team.

  • If I'm an individual, can I receive payments from individuals and businesses?

    You can only receive payments from: - Deposits from another account owned by you - Salary Deposits (require Supporting Document) - Dividends deposits (require Supporting Document)

  • Is Coxipay registered under the Data Protection Act?

    We take data protection very seriously and are registered under the Data Protection Act. We hold the minimum amount of data necessary to transact on your behalf. We are legally unable to share any information with third parties other than the necessary details to process transactions.

  • Why do I have to open an account to use your services?

    It is required under the strict Anti-Money Laundering Regulations as we are compelled to carry out compliance procedures on all our clients.

  • What is the Coxipay policy?

    Coxipay with all money laundering legislation and guidelines. We have a legal obligation to report to Customs and Excise/NCIS any suspicious transactions. a. The law requires us to monitor any unusual or suspicious transactions of any size where we have reasonable grounds to believe the money is derived from illegal activity. Where a report of any such transaction is made, Coxipay accepts no liability for any delay in transmission of the funds. b. The law also requires us to keep full records of all transactions of 15,000 EUR (about 10.000 GBP) and above, together with copies of identification provided. Identification may be in the form of a passport or driving license with photograph, and proof of address in the form of a recent (within the last three months) utility bill/community charge bill. We are unable to process any transaction where this information is not provided.

  • How can I reset my password ?

    Click on "Forgot Password?", type in your email address, click on "Submit" and the instructions on how to reset the password will be sent to your email.

  • How can I change my phone number or email address?

    In order to change your phone number or email, please email our support team at [email protected] from your user email asking to update the details you wish.

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