Up To Date Templates - Reviewed

Add Funds by WIRE - Required steps to add request
Dear XXX,
Thank you for messaging our support team.
The steps required to add a wire transfer request are:
- Log in to your account, click on '’Accounts” and choose the account you want to transfer funds
to, then click on INSTRUCTIONS.
- In the next screen you must select Transfer Type (WIRE / LOCAL BANK TRANSFERS) then use
the beneficiary bank details provided at the bottom of the page to make the transfer.
Please make sure to use the exact wire/EFT details (account number, bank name, SWIFT/BIC, Bank
address etc.) provided.
For any further information, we remain entirely at your disposal.
Best regards!
Transfer funds to another Paxum account (P2P)
Hello XXX,
Thank you for contacting our support team!
To transfer funds to another Paxum Account Holder you need to Log in to your account, click on
Payments >> P2P Transfer and choose the account you want to transfer funds from, then add the Paxum
email address of the receiver then click “Transfer”.

Best wishes!
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Transfer funds between accounts
Dear XXX,
The steps required to transfer funds between accounts are:
- Log in to your account, go to Payments >> Between Accounts then select the payment accounts
you want to use for the currency conversion.
Note that on the right side of the screen you will find the Currency Rates which are set by our bank
based on the FOREX exchange rates. The conversion rate is available and displayed before you
initiate the transfer, in the transfer between your accounts page.
The currency conversion transactions are not reversible, therefore, we kindly ask you to thoroughly
check the conversion rate, on the transfer page, before initiating the transfer.
Best regards.
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Withdrawals
Withdraw funds via Local Bank Transfer
Hello XXX,
Thank you for contacting our support team.
To withdraw funds to your bank account, through a Local Bank Transfer, you need to go to
Payments >> Local Bank Transfer and follow the instructions on the screen.
Also, on the right side of the screen you will see the supported currencies for the type of transfer
selected.
Best regards.
Withdraw funds via Bank Wire
Hello XXX,
To withdraw funds to your bank account, through a WIRE Transfer, you need to go to Payments >>
Wire Transfer and follow the instructions on the screen.
selected.
Should you require further information, do not hesitate to reach us back.
Regards.
WIRE not received before deadline
Hello XXX,
Please note that a WIRE withdrawal may take up to 5 business days from the moment it has been
validated (weekend not included), depending on international banking agreements.
However, we were notified that your payment was processed with a small delay, for which we
apologize. Considering this, please allow few more days for the funds to reach your bank account.
Please re-open this ticket and notify us if the funds are not in your account by then and so we may
further assist.
For any further information, do not hesitate to reach us back.
Best wishes!
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EFT not received after deadline
Dear XXX,
Thank you for contacting support.
Upon verifying your account, we have noticed that the EFT withdrawal has been validated with a
slight delay for which we apologize.
As it may take from 3 to 7 business days for the transfer to be successfully completed (weekend
days not included), please allow few more days for the funds to reach your bank account.
If the funds do not reach you by this time, please send us an official bank document (PDF or print-
screen) clearly showing the account holder and the account number for this time period.W
We remain at your disposal for any inquiry.
Best regards.
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Same as before.
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External withdrawal declined by card issuer
Dear XXX,
Upon verifying your account, we noticed the withdrawal request was rejected by your card issuer.
We kindly advise you to check with them what the reason might be, if there are any limits, if the
card is enabled for receiving international transactions and if the transaction still does not go
through, we suggest using a different card / other withdrawal methods available (if any).
Best regards.
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BANK wire rejected due to name mismatch
Dear XXX,
Your withdrawal request was rejected due to the fact the name associated to your bank account is
different from the one associated to your Paxum account. This is considered a third-party transfer,
which is not accepted.
To correct this situation, you need to edit your bank account details, making sure that the
associated name is the same as the one verified in your account.
Best regards.
Bank wire rejected due to address mismatch
Dear XXX,
The accounting department has notified us that your withdrawal request was rejected due to the
fact the beneficiary address associated with your bank account (………....) is not confirmed.
To correct this situation you can confirm the beneficiary address (by submitting a proof for it,
issued in your name within the last 3 months) or you can associate an already confirmed address to
your bank account by going to Profile >> Address and select the confirmed address in the menu.
Best regards.
Wire received, however few $$$ less
Dear XXX,
When wires are sent, they sometimes go through intermediary banks, which usually charge a fee of
their own and unfortunately, we have no way of knowing when this occurs as it all depends on
banking agreements. Also keep in mind that the receiving bank might have charges of their own.
We thank you for your patience and understanding and should you require further information, do
not hesitate to reach us back.
Best regards.
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In this case please ask LIVIA to give you a proof of payment that clearly shows that amount
instructed.
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Withdraw funds to External Card
Dear XXX,
Thank you for reaching us with your query.
Please be advised that in order for you to be able to withdraw funds to your external card you need
to add the Card details in Payments >> External Card Funding.
Kindly keep in mind that the fee is $6 + 2.95% of the withdrawn amount.
The transfer is completed instantly from our side; however, the receiving bank might have a manual
review procedure that might delay the crediting by 1 or 2 days.
Best wishes!
Withdrawal to external card rejected

Dear XXX,
Thank you for reaching out to our team.
The processor has informed us that the transaction was rejected by the card issuer.
This can happen for a variety of reasons, from a limit the bank has, to a restriction they apply to a
policy that doesn't allow certain transfers in certain amounts or frequencies. You are not able to
obtain a clear reason and resolution from your bank you need to use a different card.
Best wishes!
All the fees and withdrawal options UK
Dear XXX,
Thank you for contacting us!
Please note that the USD wire costs are 50$ and a Wire in GBP is 25$.
To withdraw funds to your bank account, through a WIRE transfer, you need to select Wire transfer
from your payment option.
You also have the option to use an external Mastercard Debit or Credit card (not prepaid).
To withdraw funds to your external card you need to go to Payments >> Transfer Funds >>
Withdraw Funds to External Card. The fee is $6+2.95% of the amount withdrawn and the transfer is
completed instantly from our side. Please note that the receiving bank might have a manual review
procedure that might delay the crediting with 1-2 days
The other option you have is an EFT transfer that has a 5$ fee.
For the Paxum prepaid card you first need to apply for it by going to accounts and applying for it ,
but make sure to have your mobile number verified.
The fees for the new card are:
1. Loading funds to the Paxum MasterCard has a $0.25 fee for Personal Accounts and $1 for
Business Accounts.
2. ATM withdrawals have a fee of $2.
3. POS purchases are free.
4. Miscellaneous fees: - $0.25 Declined Transaction (POS/ATM) - $0.25 ATM Balance Inquiry - $1.00
PIN Code Change - $1 Minimum amount that can be loaded to the card.
Should you have further questions do not hesitate to contact us.
Best Regards.
Available withdrawal methods
Hello XXX,
You can withdraw the funds from your Paxum account through the following transfer methods:
- EFT to your bank account for a fee of $5. In order to use the EFT withdrawal feature please go
to Payments >> Transfer funds >> Local Bank Transfer.
- External Card withdrawal to your MasterCard debit/credit (not prepaid) for a fee of $6 +
2.95%. In order to use the External Card withdrawal feature please go to Payments >> Transfer
funds >> External Card.
- WIRE to your bank account for a fee of $40 for EUR, $50 for USD and $25 for GBP. In order to
use the WIRE withdrawal feature please go to Payments >> Transfer funds >> WIRE Transfer.
Best Regards.
Withdrawal -- Wire – Unavailable Currency
Dear XXX,
Thank you for contacting us!
We have checked your account and we have noticed that you are trying to request a withdrawal to
your bank account at State Bank of India and you selected the USD currency. Please note that we
don’t have this option available for your country at the moment and we suggest you to select EUR,
GBP or CHF.
To withdraw funds to your bank account, through a WIRE Transfer, you need to go to Payments >>
Wire Transfer and follow the instructions on the screen and please make sure you select one of the
available currencies in your country.
selected.
Best Regards.
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INR has also been implemented, please include this in your answer.
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Withdrawals to external card is not available
Dear ******* (USA / CANADA / ISRAEL / JAPAN / SERBIA),

Thank you for reaching our support team.
Please know that withdrawals to external cards are not available for your country. You may
withdraw the amount from your account via Bank Wire in one of the currencies available in your
region, (INSERT AVAILABLE CURRENCY).
The steps required to add a wire transfer request are as follows: Payments >> Transfer funds >>
WIRE Transfer.
Best Regards.
Withdrawal to Online Wallet or E-payment
Dear XXX,
Kindly be advised that we are unable to facilitate transfers to other E-payment or E-wallet
companies.
You can withdraw the funds from your Paxum account through the following transfer methods:
- EFT to your bank account for a fee of $5. In order to use the EFT withdrawal feature please go to
Payments >> Transfer funds >> Local Bank Transfer.
- External Card withdrawal to your MasterCard debit/credit (not prepaid) for a fee of $6 + 2.95%.
In order to use the External Card withdrawal feature please go to Payments >> Transfer funds
>> External Card.
- WIRE to your bank account for EUR, $50 for USD and $25 for GBP. In order to use the WIRE
withdrawal feature please go to Payments >> Transfer funds >> WIRE Transfer.
Best wishes.
Card withdrawal successful
Dear XXX,
Thank you for contacting support!
We noticed that you managed to withdraw funds to your external card.
Please let us know if you have any other questions that we may assist you with.
Best Regards.
Withdrawal delays
External Card delay
Dear XXX,
We would like to inform you that external card withdrawals are processed instantly from our side.
If delays occur, please reach out the bank that issued your card, as they may be holding the funds
due to their internal procedures.
If your bank claims the funds have not arrived, please re-open this ticket and provide us with the
card statement for this month so that we can ask the processor to further investigate.
Best wishes!
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Delay-follow up
Dear XXX,
We have followed up with the payments department regarding your transfer, and we will get back
shortly with further details.
For other questions, don't hesitate to contact us.
Best Regards.
Paxum to Paxum (P2P) transfer not received

Dear XXX,
Kindly be informed that transfers between Paxum account holders are done instantly, therefore,
since the mentioned transaction does not appear in your account statement it means that has not
been processed.
For us to be able to further investigate, you need to contact the sender and ask them to provide you
with the transaction details (Paxum Transaction ID/ Transaction Date/Transaction Amount/The e-
mail from which the funds were sent). After obtaining these details, please reach back with us so we
may further assist you.
Best wishes!
Decline small amount (minimum amount)
Dear XXXX,
We would like to inform you that your latest EFT was not validated due to the fact the instructed
amount was less than the minimum limit allowed. Minimum withdrawal amount for EFT local
currency payments is $5 USD, or currency equivalent.
Should you require any further information, please do not hesitate to reach us back.
Best wishes.
Dear XXXX,
We would like to inform you that your latest WIRE was not validated due to the fact the instructed
amount was less than the minimum limit allowed. Minimum withdrawal amount for WIRE transfer
is $50 USD, or currency equivalent.
Should you require any further information, please do not hesitate to reach us back.
Best wishes.
Wire rejected by the bank – proof of return
Dear XXX,
Thank you for getting back to us regarding your WIRE transfer.
As you have mentioned in your previous message, the bank rejected the transfer. This means that
the transfer reached your bank, however they refused to credit the funds.
We kindly ask you to contact them and get a proof of the return so we can further investigate and
locate the funds.
In addition, we kindly ask you to provide us also with a bank statement for xxx date.
If you wish for us to send you a (Swift MESSAGE) please be advised that a XXXX fee applies. Please
confirm that we can deduct this fee from the account.
We are looking forward to hearing from you.
Best regards.
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Account Verification – Documents
Simplified account verification:
Hello XXX,
We hope this message finds you well.
We wish to inform you that, in order to verify your account, you need to submit an International
Passport or two of the following picture IDs:
- Driver's License;
- National Id;
- Local Passport.
- Voter Card;
- Military ID (Russia/Ukraine)
- State ID;
- Other photo id issued by a government agency in your country.
You can upload them in Profile >> Identity >> Confirm Identity >> Take Picture of the ID or upload a
Photo of the ID.
Additionally, you will also need to provide us a proof of address issued in your full name and within
last 3 month, such as:
- bank statement;
- card statement;
- utility bill (cable bill; phone bill; Internet bill; electricity bill; running water bill; gas bill);
- Public Authority issued document.
You can upload it in Profile >> Address >> Confirm address.
If the document is larger than 2MB and cannot be uploaded, kindly know you can send us any
relevant information via email to support@paxum.com.
If you don't have any bill issued on your name, you may use one under another person's name only
if there is a solid connection (i.e. spouse, father, or close relative) and evidence is provided (i.e.
birth, marriage certificate). An ID can also be used as Proof of Address, as long as it has not been
previously used for verifying your Identity. Alternatively, you may also submit as proof of address:
- Registered Lease Contract. It must contain the Stamp, Signature and Registration Number
applied by the Public Authority.
- Notarized Lease Contract. It must contain the Seal, Stamp and Signature of the Notary Office.
- Notarized Copy of the Lease Contract. It must contain the Seal, Stamp and Signature of the
Notary Office.
Should you require any further information, do not hesitate to contact us.
Best wishes!
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Make sure to mention which IDs are primary or secondary as with the answer below
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Extended account verification
Dear XXX,
We wish to inform you that, in order to verify your account, you need to submit the following
documentation:
1. International passport. If you don't have a passport, then you must upload 2 different Photo ID
such as:
a) A primary Photo Id:
- Driver's License;
- National Id;
- Local Passport.
b) A secondary Photo Id:

- Voter Card;
- Military ID;
- State ID;
- Other photo id issued by a government agency in your country. You can upload them in Profile >>
Identity >> Confirm Identity >> Take Picture of the ID or upload a Photo of the ID. If the image is
larger than 2MB and cannot be uploaded, kindly know you can send us any relevant documents via
email to support@paxum.com.
Additionally, you will also need to provide us a proof of address issued in your full name and within
last 3 month, such as:
- bank statement;
- card statement;
You can upload it in Profile >> Address >> Confirm address.

If you don't have any bill issued on your name, you may use one under another person's name only
if there is a solid connection (i.e. spouse, father, or close relative) and evidence is provided (i.e.
birth, marriage certificate). An ID can also be used as Proof of Address, as long as it has not been
previously used for verifying your Identity. Alternatively, you may also submit as proof of address:
- Registered Lease Contract. It must contain the Stamp, Signature and Registration Number
applied by the Public Authority.
- Notarized Copy of the Lease Contract. It must contain the Seal, Stamp and Signature of the
Notary Office.
Best wishes!
Missing one more ID
Hello XXXX,
We wish to inform you that for the verification of your account to be completed you need to submit
the following documentation:
One more photo ID, different that the one you already sent such as:
- International passport;
- Driver's License;
- Local Passport.
- Voter Card;
- Military ID;
- State ID;
You can upload them in Profile >> Identity >> Identity Confirmation >> Take Picture of the ID or
upload a Photo of the ID.
If you are not able to upload the document in your account, you can send an email to
support@paxum.com with the attached document.
Best wishes!
Customer does not have bills issued in his name
Hello XXXX,
If you don't have any bills issued in your name you can submit:
- Registered Lease Contract. It must contain the Stamp, Signature and Registration Number applied
by the Public Authority.
- Notarized Copy of the Lease Contract. It must contain the Seal, Stamp and Signature of the Notary
Office.
Regards!
Why do you need more documents?
Dear XXX,
Given the nature of our service, we must follow strict KYC rules and apply them to all users. Failing
to comply with them will lead to the limiting of your account.
Best regards.
Document requirements
Dear XXX,
We kindly ask you to please make sure the image is not blurred, cropped, the margins are visible,
flash is off and so on and most importantly kindly make sure the information on the document
matches the information from your Paxum Account.
Best wishes!
Dear XXX,
Please make sure to follow the below requirements:
• Take a clear picture of your identity document, where every single detail is readable without any
blur.
• Take the photos somewhere brightly lit.
• Turn flash off to avoid glare on your documents.
• Make sure the details on your Paxum profile match the details on your legal document.
• Don't take a picture of a picture.
• Submit a high-quality photo in which the margins of your document are distanced from the
margins of the photo.
Best wishes!
Account Transaction History
Dear XXX,
You can export your statements by going to Activity >> Transaction History >> Download
Transactions. Make sure you select the account and the dates for which you would like to
download your transaction history.
Please keep in mind that the statement will be exported to a CSV file.
Best regards.
Pending transactions after ATM/POS transactions
Dear XXX,
Pending transactions are purchases that have been initiated but not settled (it usually takes the
merchant up to 7 business days to settle them). Once the transaction is confirmed or rejected, the
funds will update in your account.
Pending transactions cannot be canceled, thus we need to await for the merchant to settle the
transaction and debit the card, after which we can take action against him.
Best wishes!
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Bank Transfer Status
Dear XXX,
Please note that you can check your bank transfers status by going to Activity, where you will have
to select the Transfer Type and the date of the withdrawal/transaction you wish to check.
Regards.
Account security updates

Transaction Codes
Dear XXX,
Transaction Approval Codes represent a security measure meant to protect you. The list containing
the codes was sent by e-mail during the registration process, however if you no longer have it, you
can go to Security Settings >> Transaction Approval, first click on Approval Codes, then click on
Generate New and the list will be sent to your username e-mail (the email you use to log in to your
Paxum account).
Every time you make a transaction in the system you will need to enter one of the codes received in
your e-mail, following the instructions found on the page associated with the transaction. These
instructions indicate the letter of the column and the number of the row where you can find the
correct code.
If you don't wish to keep this option, go to Transaction Approval and Disable Transaction Approval
feature. You will receive in your e-mail the code you need to enter in order disable the option.
Best Regards.
One - Time Password (OTP)
Dear XXX,
One – time password is a great way to prevent unauthorized movement of funds from your account.
If you want to activate this security feature go to Security Settings >> Account Access >> One-time
Password.
You need a smart phone and an Authenticator app downloaded from Apple App Store or Google
Play in order to be able to use this 2 Step Verification feature. Once you have downloaded the app
you will need to scan the QR code that will be displayed in the next screen in order to retrieve the
OTP code for the transactions.
Keep in mind that the OTP is a password that is valid for only one login session or transaction.
If you want us to disable the OTP code, please authorize us to do so in a reply to this e-mail.
Best regards
Confirm SMS Transaction Approval

Dear XXX,
In order for you to enable this security feature go to Security Settings >> Transaction Approval >>
SMS to Mobile. Keep in mind that you are required to have a verified mobile number, where all
approval codes will be sent via SMS when you initiate a new transfer.
If you want us to disable the OTP code, please authorize us to do so in a reply to this e-mail.
Best Regards.
Cannot Log in Due to IP Added as security feature
Dear XXX,
You have received this error because you have activated the Access by IP feature and your current
IP is not added in the allowable IPs list.
If you cannot access your account from an added IP, and you want us to add an IP for you, please
send an email to support@paxum.com, containing:
- this message (for security reasons);
- one of the IPs you added to the list;
- the IP you're currently using;
- photos of yourself holding the identity documents used for the verification of your account;
- the authorization for us to process this request.
Your current IP will be added to the list and you will be able to regain access to your account.
If you have a dynamic IP, please make sure you don't close your computer until the request is
processed (so that your IP doesn't change) and that you deactivate this feature as soon as you log in
(delete the IP you're using, at that moment, last).
Best wishes!
Change Password
Hello XXX,
For you to be able to change your password you will need to log in to your account, go to Security
Settings >> Change Password add the current password then enter the desired new password and
follow the instructions on the screen.
Best regards.
Forgot Password
Hello XX,
Thank you for reaching out to our support team!
In case you have forgotten your password, please click on Forgot Password from the login screen,
enter the e-mail address you have used to register with us and click on SEND CODE. A new email
will be sent to you which contains the code you will need to enter.
First enter the 4digit confirmation code received via e-mail then click Confirm. In the next screen
you will be able to choose a new password.
It is very important that you change the password as soon as you log into your account. You can
change the password from "My Profile". Keep in mind that the password needs to have Minimum 8
Characters and consist of Letters, Numbers and Special Characters (such as !#$*+,-.:;=?@^_~
%/\& ).
Best regards.
Forgot password - not working
Dear XX,
Please make sure that you are using the Forgot Your Password feature correctly.
Start with removing all the other e-mails received from the previous attempts, then try again to
complete the process, making sure that follow the steps below exactly as they are provided: please
click on Forgot Password from the login screen, enter the e-mail address you have used to register
with us and click on SEND CODE. A new email will be sent to you which contains the code you will
need to enter.
First enter the 4digit confirmation code received via e-mail then click Confirm. In the next screen
you will be able to choose a new password.
Best regards.
Change address
Dear XXX,
For you to be able to confirm your address, we kindly ask you to add the new address in Profile >>
Address >> Add New Address and submit a valid proof for it (the details on the document
submitted as proof of address must match the details of the address you are trying to confirm).
For the proof of address to be valid it needs to be issued in the last 3 months and to have your last
name and the address that you're trying to verify, stated on it. Keep in mind that the information
stated on the document needs to exactly match the information entered in your Paxum Account.
Best regards.
Change username
Dear XXX,
If you are unable to access one of your accounts, we suggest changing the username associated to it
(the e-mail address used to login).
In order to proceed with this, please open a ticket using the e-mail address you want to use as the
new username and provide the following:
- the authorization to change your username
- the "current username" and the "desired username".
- high quality photos of yourself holding your identity documents next to your face. All the
information found on the document must be clearly readable and match the details from your
Paxum account and your face in the overall picture must be recognizable.
Best Regards.
Card received – NO PIN – client must select one
Dear XXX,
Kindly be advised that the PIN code for your card must be set upon activating your card from your
Paxum account.
Best Regards.
LOST CARD
Dear XXX,
If you have lost your XXXX card, please provide in this ticket your authorization to cancel it. Keep in
mind that once it is canceled, it can no longer be activated again.
If you wish for us to issue a replacement card, please confirm (in a reply posted to this ticket) the
shipping address and provide the authorization to have the replacement card fee of XX deducted.
Please also confirm your phone number from your Paxum account. Kindly go to Profile >> Phones
and client on the Confirm Now button for the confirmation SMS. Failing to do so will lead to the
impossibility of submitting your card application.
Best Regards.
New SEPA
Dear XXX,
Thank you for messaging our support team.
Considering that you have not received the card up to now, we assume it has been lost during
delivery and in this case, we will issue you another card free of charge.
If you wish for us to reissue a replacement card, please confirm (in a reply posted to this ticket) the
shipping address and as well kindly make sure the confirmed phone number on your profile is the
current and valid one. You may verify the information from your Paxum account via Profile >>
Phones. Failing to do so will lead to the impossibility of submitting your card application.
Best Regards.
Applying for Paxum Card
Dear XXX,
We wish to inform you that, for you to obtain a Paxum MasterCard, you will need to submit the
application for the card. The Paxum MasterCard is not automatically sent when opening the
account.
Keep in mind that your account needs to be verified first in order for you to be able to apply for the
card.
Best Regards.
PIN code entered wrong 3 times
Dear XXX,
We have noticed that you have exceeded the limit of attempts that can be made for the PIN (3
attempts maximum).
Kindly access this ticket (from the Message Center) and post a reply confirming:
- If the card is still in your possession;
- whether or not it was you who made these attempts.
This request is made for security reasons, in order for us to be sure that there wasn't another
person who was trying to commit a fraudulent activity using your card and in order for the bank to
be able to unblock your card.
Best Regards.
Card shipping – OUTSIDE EU

Dear XXX,
We wish to convey our sincere apologies for the inconvenience this situation has brought you.
Although we are aware of this delay in processing the request, we expect it to be solved shortly. We
assure you that we're doing everything possible to have the card sent in the shortest time. As soon
as the card is shipped, we will also update the status from your account.
We deeply appreciate your patience and understanding.
Best Regards.
No card in country
Dear XXX,
Kindly note that the Paxum card is currently unavailable for your country, however, we are looking
to find a card processor that can issue cards to your region and as soon as this will be available, you
can apply for it.
Should you require further information, do not hesitate to reach us.
Best Regards.
SEPA CARD – IN EU – OUTSIDE THE 6 COUNTRIES
Dear XXX,
Although we are aware of this delay in processing the request, we expect it to be solved shortly. We
assure you that we're doing everything possible to have the card sent in the shortest time. As soon
as the card is shipped, we will also update the status from your account.
We deeply appreciate your patience and understanding.
Best Regards.
Dear XXX,
Despite our best efforts, we are experiencing extended delays for which we apologize. The
processing and printing of the card cannot be expedited, as both operations are handled by the
processor, which is currently experiencing extended delays due to the high number of cards that we
had to issue in a short period.
Even though the current situation doesn't allow us to respect the estimated time frames, rest
assured that we're working as hard as possible, in order to get everything back to normal in a
timely manner.
We keep asking updates from processor as this situation is taking longer than estimated and we are
well aware that this is a nuisance for our users.
As soon as we receive the card at our shipping department, we will ensure that it is sent to your
location.
We apologize for all the inconveniences caused.
Best regards.
Contactless Purchases – ENTER PIN
Dear XXX,
The new European legislation called ‘Strong Customer Authentication’ (SCA) came into force on 14
September and means every one in five contactless payments will be blocked.
Due to these regulations you have a limit of 5 contactless purchases that can be made before the
card must be inserted in the POS and the PIN used.
After you make one purchase by using the PIN the limit will reset and you will have another 5
contactless transactions.
Since you have already made 5 contactless POS purchases, for the next purchase you will have to
insert the card into the POS and enter the PIN.
Once you made a transaction with the PIN you will again be able to make five contactless purchases.
Best regards.
Account Closure Request
Hello XXX,
Thank you for contacting our support team with your query.
If you wish to close your account, you will have to switch back to classic view. This option can be
found at the bottom of the page.
Once you switch back to the classic view go to My Account >> Profile Settings >> Close Account.
If you prefer for us to close your account, please reply to this ticket and authorize us to do so.
Best regards.
UnionPay card not received
Hello XXX,
We hereby inform you that we are unable to provide you with the Union Pay card, due to loss of a
corresponding bank by our issuing partner, therefore we had to suspend the program and any
reference to their cards will be removed from your Paxum account.
Please note that we are looking to find a card processor that can issue cards to your country and as
soon as this will be available, you can apply for it.
In the meantime, we provide WIRE and Withdrawal to External Card as alternative withdrawal
options inside your account.
We apologize for the inconvenience and we thank you for your continued support.
Best regards.
Trucash Withdrawals at ATM
Dear *****,
Regarding moving funds to or from the card or withdrawing them from an ATM, please note that
the processor doesn't allow us to perform these operations.
The Financial Institution that issued the cards, WFCU Bank in Canada, is responsible for unblocking
the funds on your TRUCASH card. Therefore, due to the fact that the cards are under their control,
and not under ours, this has led to a lengthy process and we cannot provide an exact timeframe as
to when this will be completed.
That being said, we strongly advise you to contact WFCU and Trucash directly and arrange the
retrieval of your funds. Unfortunately, we have no control over the solutions they might provide
however we hope that this situation will be soon resolved.
Once again, please accept our apologies for the inconveniences.
Best wishes!
We remain at your disposal for any information.
Best Regards.
Temporary card – TRUCASH - not working
Dear XXXX,
Thank you for contacting us.
We know what it feels like to be waiting for a resolution to a problem, and we apologize for the long
wait.
Once again, please accept our apologies for the inconveniences.
Best wishes!
-------------
TRUCASH PIN Change Request
Dear XXX,
The PIN of the card can no longer be changed from our system as the processor is not offering their
services to us anymore.
We suggest that you contact them directly and ask them to further assist with your request.
We thank you for your understanding and we remain at your disposal for any situation.
Best wishes!
Dear XXX,
If you are referring to your card ending in XXXX, please note that due to the current situation with
the card processor, the PIN change cannot be processed. In addition, for the moment, moving funds
to your New Temporary MasterCard or withdrawing them from an ATM, is not allowed by the card
processor.
Customer sees available balance on TRUCASH Card
Dear XXX,
The processor is only able to process the closing of the prepaid card and refund
the remaining card balance (as shown by its card processor of record
FIS), only if you surrender your Paxum TruCash prepaid card to Card
Return Services.
If you decide to surrender your Paxum TruCash prepaid card you may do so
by doing the following:
1. Go to www.cardreturnservices.com <http://www.cardreturnservices.com> to
formally request closure of your card by submitting the required
information. Once you complete and submit the completed form, Card
Services will deactivate your card at which time it will no longer
be able to be used.
2. Mail your deactivated card with copies of two forms of valid

government ID matching the name of the registered cardholder, and
proof of address of the registered cardholder, by courier or
registered mail to Card Return Services at the address shown below.
3. When Card Services receives your prepaid card and copies of two
forms of government issued ID, and address information, Card Return
Services will send you a bank draft for the balance remaining on the
card as indicated by its card processor of records, FIS, as being
available on that prepaid card at time of receipt by mail, which may
be different from the amount shown in your Paxum account.
4. Should you wish to determine the balance remaining on your card

prior to returning your card, please conduct and ATM balance inquiry
(a one -time $0.50 ATM balance inquiry fee will be reimbursed).
We must comply with all applicable laws, rules and required government
reporting, and will send you a bank draft unless it is prohibited from
doing so by any laws, regulations, network rules or internal policies,
and after ensuring that there is no suspected fraud in connection with
your request.
Return address is:

*Card Return Services**
P.O Box 23037**
Devonshire Mall
Windsor, Ontario N8X 5B5
Canada*We appreciate your patience and understanding.
Best Regards.
Dear XXX,
We can cancel that card only if you provide us with specific authorization in the reply of this ticket.
We noticed that you still have some balance on the card, but we are not able to tell you if the
information displayed in your account is correct or not. We suggest you contact the card processor
and ask them to assist you (by providing the card statement that reflects the actual balance).
If you will cancel the card, the funds from that card will be lost. This being said, if you still want the
card to be canceled, please authorize us to do it.
Remaining at your disposal for any situation,
Best Regards.
Business Accounts
Dear *****,
To be able to proceed with reviewing your 3rd party payments request please tell us the following:
- What is the Purpose of your account (what's the reason/service you will be receiving and
sending funds);
- Who are the users that will be sending you funds in Paxum (what is their business name, what
is their line of business, what is their site URL);
- What is your Line of Business and site URL.
We also remind you that this feature is in no way available for US related persons/entities.
Please provide the requested information as soon as possible so that we can proceed with finalizing
the review process.
We remain at your disposal for any further information.
Best Regards.
Client has limit on his pre-paid Paxum account
Dear XXX,
All the limits of your account are available in My Account >> Profile Settings >> Account Fees and
Limitations. Please note that you can also find the fees in the "Fees" section of our site
(www.paxum.com).
Best Regards.
Changing from PERSONAL to BUSINESS account
Dear XXX,
To change your Personal Account into a Business one you need to access this ticket (from the
Message Center) and post a reply containing:
- the authorization to process this request;
- the Business Name:
- the Business Name Show As:
- the Business Registration #:
- the Business Registration Country:
- the Business Registration State:
- the Business Registration City:
- the Business Tax #:
- the Business Type:
- the Business Category:
- the Business Website URL:
Please note that the business name associated with your Paxum Account must match the business
name found on the business documents required to verify your account.
Also, for the verification of your account to be complete, we kindly ask you to provide the following:
1. Proof of address with the company name on it - to add a new address you need to go to My
Account >> Profile Settings >> Street Address Confirmation and click "Add new address" link;
2. The Purpose of your account (for what reason/service will you be receiving funds/sending
funds), the Line of Business and your site URL, as well as a few examples of the companies/users
who will be paying you through Paxum and of those to whom you will be sending funds.
Should you have any questions, please let us know.
Best Regards.
Funding Instructions Availability
Dear XXX.
If the sender has a Paxum account, you need to give him a confirmed email address from your
account in order for him to send funds to your account.
You can receive EUR payments from 3rd parties by providing them with your IBAN and other
details.
To obtain the EUR virtual bank account, you must first receive a payment from a Paxum Business
Account Holder, and you must also add an EUR account. Once these requirements are met, a
'Funding Instructions' link will become available above your EUR account in the Overview section.
Should you have any questions, please let us know.
Best Regards.
3rd party payments for personal accounts
Hello XXX,
We hope this message find you well.
Your Payer may transfer funds to you by using your Paxum username, if they own a Paxum
Business account.
The username is the e-mail address you are using to log in to your Paxum account.
If the Payer does not have a Paxum Business account, please note that you can also receive EUR
payments from third parties, using the Incoming instructions that will become available next to the
EUR wallet associated to your Paxum account, only after receiving the first payment from a Paxum
business account holder.
Once these requirements are met, you will be able to receive payments from the desired company
by simply providing them your Dedicated IBAN EUR Account.
The details of your virtual bank account will be available in your Paxum account by going to
Payments >> Incoming instructions.
If you have further questions, don't hesitate to contact us.
Kind regards!
-------------
-------------
Business withdrawal/verification docs
Dear XXX,
For the verification of your account to be complete, you need to also provide the following:
1. International passport. If you don't have a passport, then you must upload 2 different Photo ID
such as:
a) A primary Photo Id:
- Driver's License;
- National Id;
- Local Passport.
b) A secondary Photo Id:
- Voter Card;
- Military ID;
- State ID;
You can upload them in Profile >> Identity >> Confirm Identity >> Take Picture of the ID or upload a
Photo of the ID.
2. Proof of address issued in the last 3 months (with your name or the company name on it), such
as:
- bank statement;
- card statement;
- ID document with address;
You can upload this in Profile >> Address >> Confirm Address.
3. Business/Corporation Registration / Articles of Incorporation of your company. If the list
of shareholders isn't present on the Business Registration please submit this document separately,
along with the identity documents of all the persons that have more than 10% of the shares.
You can upload this in Profile Settings >> Business Identity Confirmation.
Should you have any questions, do not hesitate to reach us back.
Best Regards.
Document Rejection Reason
Dear XXX,
We wish to advise you that your document was rejected due to the fact that it is cropped image (the
margins of the document are not visible).
Please submit a scan/photo in which the margins of your document are distanced from the margins
of the scan/photo.
For the verification of your account to be complete, you need to also provide the following:
1. Proof of address issued in the last 3 months (with your name or the company name on it), such
as:
- bank statement;
- card statement;
- ID document with address;
Upload this in Profile Settings >> Street Address Confirmation.
2. An official document that shows the owners/members of your company and the identity
documents for them.
You can upload this in Profile Settings >> Business Identity Confirmation.
Best Regards.
Send payments to multiple users
Business
To be able to send payments to multiple users, you would require a business account.
After opening and verifying your business account, you will be able to send mass transfers by going
to Transfer Funds >> Mass Transfer Funds Between Users. The next screen will allow you to:
- select which email address you want to associate with the transfers;
- select the checking account from which you want to send the funds;
- enter the email address of the receiver;
- enter the amount of the transfer;
- enter the description of the payment;
- enter a reference number.
After all the information is entered you need to finalize the process, by clicking on "Continue".
Please note that (in the same Mass Transfer Funds Between Users section/screen) you also have
the possibility to upload your own CSV or XML file (there are sample files provided in the Upload
File section) or directly Copy and Paste the CSV File (there is a sample file available in the Copy &
Paste CSV File section).
Note that we do not provide test accounts, however, you could open a few accounts for this
purpose, and you could reverse the payments after the testing is complete.
Best Regards.
-------------
------------
US clients trying to open a personal account (funds in account)
Dear ***,
Thank you for reaching our support team.
We would like to inform you that currently our services do not extend to personal accounts in your
country. Therefore, we are not able to validate the account.
Should you wish to apply for a business account please let us know so we may advise you regarding
the information and business details that are needed in order to change the account type. We
apologize for any inconvenience this has brought you and we wish to inform you that the funds
received in your account have been reversed to the sender. We advise you to reach them in order to
arrange a different transfer method.
We hope you will be able to access your funds as soon as possible and for any further information,
we remain at your disposal.
Best regards.
Business Prepayment Account – Payments
Dear XXXX,
We hope our message finds you well.
Please be informed that the payments are made from your Prepayment account, and not from the
Receiving one.
After making a transaction, the due amount will be automatically covered by the funds available in
the receiving account, if any. If not, you may cover the due amount by paying the invoice issued by
us twice a month.
At the same time, please note that the limit associated to your Prepayment account is of 1,000.00
USD, this meaning that the maximum amount that can be transferred once is of 999.00 USD, as
there is a 1.00 USD fee applicable for transfers between Paxum accounts.
If you want to transfer a higher amount, we kindly suggest you split the transfer in 2 different
transactions or request an increase of the limit by replying to this ticket.
We will then forward your request to the appropriate department to check the possibility of
increasing your limit.
Best regards.
GENERAL—DELAYS—PENDING
Hello XXX,
Your situation was forwarded to the appropriate department and once we have an answer you will
be notified.
For other questions, don't hesitate to contact us.
Best regards.
Hello XXX,
We have yet to receive an answer regarding your situation, however, rest assured that we have
requested an update and we will inform you as soon as we receive it.
Thank you for your patience.
Best Regards.
DELAY IN TRANSFER FROM CHECKING TO CARD
Hello XXX,
Kindly be advised that the Transfer from Checking to Card may take up to a few hours to become
available into your account as well. As the transfer was made shortly before your message, we
believe the issue to be attributed to the standard delay in this case.
If you still do not see the funds, please let us know by re-opening this ticket so we may further
advise you.
For any questions, do not hesitate to reach us back.
Best wishes!
SWIFT CODE REQUEST FROM CLIENT– MT103
Hello XX,
Thank you for reaching out to our support team.
Please note that in order to provide you with the MT 103 document, the processor requests a fee of
XX fee for the transaction.
In order to provide you with this document, post a reply to this ticket in which you provide us with
the transaction details of the transfer for which you wish the MT 103 alongside with the
authorization to deduct the fee for the transaction.
Best wishes!
Client wants to integrate API – Business account

Dear XXXX,
Thank you for reaching our team!
Kindly be informed that you can accept payments through Paxum if you use the Buy Now Buttons.
To define a Buy Now Button you must go to Merchant Services >> Add New Buttons and Create the
desired button.
You can also check, at any point, the Developers section from the site
(https://www.paxum.com/eu/developers/api-documentation/api/), which contains all the
information you require.
If you wish to test your Pay Button, you can make a payment from another account, then you can
log in the account where you have created your button and refund that amount.
Best wishes!
Procedures
Complaints for SEPA transactions

Procedure for complains received in regard to SEPA transactions that are not recognized or appear
as successful on Paxum account however users did not receive the funds from the ATM
- Inform Catalin .
- Send a dispute form by using the template below.
- Ask user to conform the transaction ID that she is disputing if she hasn’t yet.
Hello XX,
Please be informed that we can initiate a chargeback procedure on our side. The fee of a chargeback
investigation is $40 which is not refundable. If you wish to continue with this procedure, please
access this ticket from the Message Center of your Paxum Account and give us a reply containing
your request to initiate this process and the confirmation of the transaction ID found on your
statement that appears as successful but for which you have no received any funds at the ATM.
Attached to this ticket is the form that you will need in order to start the chargeback procedure.
Please print it and manually fill in the required fields and send the form back to us by attaching it to
your ticket.
Best wishes!
- Procedure for users that are from RO / UK/ IT. HU, CZ and Ger and did not receive the SEPA
cards in max 6 weeks.
- Inform the customer that the card has been lost during delivery and we can reissue a new sepa
card free of charge
- Ask them to confirm the address where she wants to receive the card and also check if the
phone number is confirmed
- Send me a request to cancel the card and to apply for a new SEPA card once the customer gets
back to you and confirms the address where she wants to have the card sent to. (Make sure that
the address that she provides in the email is the address confirmed on the account – if not she
must send proof of address)
Procedure for checking which processor has issued the Paxum Card
Take the email address go to Issued Cards >> Card Lists > Enter user’s email address and scroll
down where you see what processor issued the card
Procedure for customers who complain that have frozen funds

on PAXUM card issued by CHOICE Bank
Dear XX,
The funds from the card issued by Choice Bank cannot be reversed to your Paxum account. Please
fill in the form attached and send it back accompanied by a high-quality picture of an identity
document (preferably your international passport).
We are in touch with the liquidator for these funds and we will confirm as soon as the refunds are
issued.
Additionally, we suggest you to also contact directly and ask for alternative solutions.
Documents
The following amendments to the 'Proof of Address' ("POA") procedure will become effective
immediately:
The name on the POA must match with the name of the Customer.
The POA must be less than 3 months (90 days) old.
If the customer does not have a POA under its name. Customer is allowed to submit a POA under
another person's name ONLY when there is a solid connection (i.e. spouse, father, or close relative)
and evidence is provided (i.e. birth, marriage certificate).
And ID can be used as POA, as long as it has not been previously used by the Customer for ID
verification purposes (1 purpose ID).
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Add Funds by WIRE - Required steps to add request

Transfer funds to another Paxum account (P2P)

For any further information, we remain entirely at your disposal.

Transfer funds between accounts

Withdraw funds via Local Bank Transfer

Withdraw funds via Bank Wire

WIRE not received before deadline

EFT not received after deadline

BANK wire rejected due to name mismatch

Bank wire rejected due to address mismatch

Wire received, however few $$$ less

Withdraw funds to External Card

Withdrawal to external card rejected

All the fees and withdrawal options UK

Withdrawal -- Wire – Unavailable Currency

Dear ******* (USA / CANADA / ISRAEL / JAPAN / SERBIA),

Withdrawal to Online Wallet or E-payment

Card withdrawal successful

External Card delay

Paxum to Paxum (P2P) transfer not received

Decline small amount (minimum amount)

Wire rejected by the bank – proof of return

Account Verification – Documents

Simplified account verification:

Extended account verification

b) A secondary Photo Id:

- Public Authority issued document.

You can upload it in Profile >> Address >> Confirm address.

Missing one more ID

- Other photo id issued by a government agency in your country.

Customer does not have bills issued in his name

Why do you need more documents?

Account Transaction History

Pending transactions after ATM/POS transactions

Bank Transfer Status

Account security updates

One - Time Password (OTP)

Confirm SMS Transaction Approval

Cannot Log in Due to IP Added as security feature

Forgot password - not working

- the authorization to change your username

- the "current username" and the "desired username".

Applying for Paxum Card

PIN code entered wrong 3 times

- If the card is still in your possession;

- whether or not it was you who made these attempts.

Card shipping – OUTSIDE EU

SEPA CARD – IN EU – OUTSIDE THE 6 COUNTRIES

Contactless Purchases – ENTER PIN

Account Closure Request

UnionPay card not received

Trucash Withdrawals at ATM

Temporary card – TRUCASH - not working

TRUCASH PIN Change Request

Customer sees available balance on TRUCASH Card

2. Mail your deactivated card with copies of two forms of valid

4. Should you wish to determine the balance remaining on your card

Return address is:

- What is your Line of Business and site URL.

Client has limit on his pre-paid Paxum account

Changing from PERSONAL to BUSINESS account

Funding Instructions Availability