FAQ
How do I verify my account?
Although this process is automatic for most customers, some will need to provide additional documentation in order to complete their identity verification.
Once you have started using your account to make transactions, you will be given the option to provide a verification of your identity by uploading a clear, readable, valid, and unaltered scanned color copy or photo of one of the following documents:
- The front and back of your driver’s license.
- The photo page of your passport.
- The front and back of your national ID card.
How can I withdraw funds from my Walletory account?
Depending on your country of residence, Walletory supports withdrawals via bank transfer and credit or debit card (VISA). Verification may be required prior to your first withdrawal or at some point depending on your account status and the documentation you have previously completed.
How can I change the currency of my Walletory account?
You may hold a Walletory account in one currency only, which you selected when you first opened your account. If you wish to use a different currency, you will need to close your existing account and open a new one in the new currency. You can only have one open account in one currency at any given time.
We cannot transfer over any bank account information or registered credit card(s). But if you would like to use the same bank account or credit card(s) again, simply let us know! We will deactivate the old bank account and remove the credit card(s), which will allow you to register and validate it (them) again on your new account.
My email and password are both correct but I still can’t log in. Why?
If you are unable to complete the security checks for any reason, we will try to help you regain access to your account.
Simply give us a call or let us know on support@walletory.com and our team will make sure to assist you accordingly.
Why has my Walletory Account been disabled?
At times Walletory must suspend access to a member’s account to protect their personal information and funds.
Account disabling happens for various security reasons such as: if an IP proxy or anonymizer is used to sign in, we detect a sign-in from a restricted country, or if you have tried several times to sign in with an incorrect password, Secure ID, or Account ID are just a few examples. Your account might also be closed if unusual account activity makes us concerned about your account security. In addition, since you may only have one Walletory Account, your account may be closed as soon as you sign up if you already had an account in the past. When you speak with a Customer Service agent, they will help you determine the best account to use and get you up and running with your account.
You have exceeded the account limits for an Unverified account. To comply with relevant financial and anti-money laundering regulations, Walletory has imposed limits on the balance that can be held in members’ Walletory Accounts. These limits vary according to the type of account held and the jurisdiction in which the member lives. If you want to increase these limits and also gain access to the Money Transfer and other popular Walletory services, you can easily do so by verifying your account.
If your account has been closed, contact us and a Walletory specialist will assist you.
