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Frequently Asked Questions

The basics

PassTo allows you to load funds into your eWallet to allow you to do the following things:
1- Send funds to other PassTo users
2- International remittance to friends and loved ones around the World
3- Airtime top-up
More services will be added as they are made available!

It's very simple!
All you have to do is download the app from the Apple App Store or Google Play Store.
Once you've downloaded the app, you can sign up using your Mobile number. You will receive an SMS on your phone to verify the number.

There is more than one way to contact support.
You can send us an email on support@passto.app
You could start a chat with one of our customer support agents through our website www.passto.app or the app itself. Just go to the top left corner in the app, and then choose the Support icon!
You can contact us through our Facebook page too at https://www.facebook.com/PassTo-985846911574499/

Currently PassTo support is available 7 days a week, from 9 AM to 9 PM UK time.

PassTo currently supports English, French, and German. More languages will be added soon!

PassTo currently offers its services in the UK only. You must be a UK citizen or resident to be able to use our services.

Devices

PassTo currently works on all iOS and Android devices.

PassTo is not available to use on a PC at present.

No. Once you install and register your same account on a new device, PassTo will automatically reject logins from your previous device.

Go into Settings and find the PassTo app icon and check that you have chosen to allow PassTo to access Camera.

Go into Settings and find the PassTo app icon and check that you have chosen to allow PassTo to access Contacts.

Account

PassTo does not need a password to work! All you need is your fingerprint/face ID or PIN code you created during the registration. You can also change it from the app settings.

Simple!
All you've got to do is go to the More icon on the top left corner, click on the Settings icon and then choose "Change Lock Code".

There is currently no way to delete your account from the app or the website.
In order to delete your account please send an email to support@passto.app and ask us to delete your account. You will be asked to provide some basic information about the account such as the date it was created on, the last three transactions, and the account holder's name.

Please contact us at support@passto.app

Please contact us through chat or email on support@passto.app and we'll help you right away!

Payments

PassTo currently supports GBP only.

At this stage, you can pay-in/load funds into your wallet via bank wire transfers.

Unfortunately, this is not available at the moment, please check later as we're working hard to make this happen!

The transaction status will always be available in the app through the history section. Please contact us at support@passto.app if you have any questions or concerns.

Generally, the reason why a transaction is declined is reported back to the app. You can always check the reason why it was declined from the history screen or from the notification received on the app. For more information or if the reason is not clear, please contact support at support@passto.app

Not all transactions can be refunded. Please contact us at support@blablaconncet.com whenever you have an issue.

At this stage, you can send up to the following limits for PassTo transfers:

  • £500 per day
  • £10,000 per month
  • £50,000 per annum

You can send up to £2,000.00 daily for most countries with a maximum send amount limit of £10,000 in 30 days and £50,000 per annum. Money transfer limits can vary based on the receiving country’s limits.

Unfortunately, this is not available at the moment.

Open the app, select "Send Money", choose "Remittance", and then select the desired remittance destination and service.

Yes. Just link your bank account to the app and chose the Pay-out option.
The bank account must be registered in your own name and should be in Europe.

Unfortunately, this is not available at the moment, but we're glad you've asked!
We're working hard on this to make it happen very soon!

Yes, you are able to add EU banks as well. These are the countries allowed:

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Gibraltar
  • Greece
  • Hungary
  • Iceland
  • Ireland
  • Italy
  • Latvia
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden

Exchange rates vary continuously according to the market.
The current exchange rates will show up on the app wherever applicable, i.e. while progressing through the remittance service.

Statement will be emailed to you each month.

Your wallet balance will instantly reflect the transfer out to show only current available funds. Each service will show the expected time for the beneficiary to receive the funds. We’ll also let you know once the funds are received. We favor realtime services.

Your wallet balance will instantly reflect the transfer out to show only current available funds. Airtime top-ups are real-time. Unless you purchased a PIN-based product, which you can recharge right away.

No. PassTo will not charge you fees to top up your account via bank transfer. However, please check with your own bank if any fees apply.

Your wallet balance will instantly reflect the transfer out to show only current available funds. The funds will be processed immediately although please allow at least 2 hours before contacting customer services should the funds not be received in your bank account.
It is important to note that the actual time required for the funds to reach your account is not entirely in our control. The actual time your cash-out transfer will take from the moment it is initiated in your PassTo wallet to the moment it reaches your bank account may depend on many factors relating to the operational and compliance procedures of the recipient bank, the banking network the payment goes through and any intermediary parties involved. It also depends on varying working hours of different institutions. For this reason, we can only provide an estimation and not the actual time.

You will not be charged for transferring funds from your PassTo wallet to your bank account.

If you use the correct pay-in details and reference provided, the funds should appear in your PassTo wallet immediately although please allow at least 2 hours before contacting customer services should the funds not be received in your wallet.
It is important to note that the actual time required for the funds to appear in your wallet is not entirely in our control. The actual time your bank transfer will take from the moment it is initiated to the moment it reaches your PassTo wallet may depend on many factors relating to the operational and compliance procedures of the sender bank, the banking network the payment goes through and any intermediary parties involved. It also depends on varying working hours of different institutions. For this reason, we can only provide an estimation and not the actual time.

Unfortunately, the referrals module is not available. It shall be implemented in the future.

Privacy

We're glad you've asked, please check our Privacy Policy over at https://www.passto.app/privacy-policy for more details.

Please check our Privacy Policy over at https://www.passto.app/privacy-policy for more details.

PassTo will never send you such requests. If you receive any, please ignore or report to our support team.

Yes, we use cookies. Please check our cookies policy at https://www.passto.app/cookies-policy

In order to register you must be over 18.

Yes. We will need to receive the recipients information to be able to send the transaction to the right person. Please refer to our Privacy Policy at https://www.passto.app/privacy-policy for more information.

Security

KYC stands for "Know Your Customer" and it's the process we use in order to verify our customers’ identity.

You do need to submit your KYC information in order to complete your PassTo registration and use all our services.

When you first register you will be prompted to submit your KYC information. If you choose to do it later then that's ok and you can always do so by clicking on the "Add KYC" button on the home screen.
Submitting your KYC is easy as 1, 2, 3!
1- Take a photo of your passport, or driving license.
2- Take a live video check, taken through the mobile app
3- Wait for the supplied information to be verified, it shouldn't take long.

Identification documents are usually processed instantly. If your KYC has not been processed within 24 hours, please do not hesitate to drop us a chat message or an email on support@passto.app.

Client funds are stored under a segregated funds account at a reputable UK bank. We are regulated by the Financial Conduct Authority (FCA) and are required to safeguard your funds to comply with Payment Services Regulations (PSR’s)”.

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