FAQ
Services
I'm going to visit more than one country, can I exchange multiple currencies at the same time?
Yes. You can exchange multiple currencies at the same time unless it does not exceed the exchange limit.
How many days in advance do I need to apply for currency exchange before departure?
What is the exchange limit?
Can I re-exchange leftover foreign currency after the trip?
After confirming my money transfer, when can I withdraw the foreign currency?
Is it possible to request a refund of a completed exchange?
What payment method can I use for currency exchange?
How long do I have to transfer money after applying for currency exchange?
How long does it take to confirm my transfer?
I have overpaid the transfer amount
I have transferred the amount but my exchange request has been canceled.
Membership
Is there an age limit for membership?
Legal adults can use this service.
Can foreigners apply for membership?
Why do I need to select a currency when applying for membership?
Authentication
Why do I need to upload my identity card/passport?
You need to verify your identity in order to use your Cashmallow account. This policy is in line with a financial transaction related regulation commonly known as ‘Know Your Customer’ (KYC) or ‘Customer Due Diligence’ (CDD), Cashmallow should verify the identity of its clients. It is for the safety of the service, and customer information is securely encrypted and stored.
How long does it take for identity and bank verification?
Types of identification cards that can be verified
Is my personal information safe?
Account Verification
Why is the bank account real name verification necessary?
You need to verify your bank account in order to use your Cashmallow account. This policy is in line with a financial transaction related regulation commonly known as ‘Know Your Customer’ (KYC) or ‘Customer Due Diligence’ (CDD), Cashmallow should verify the identity of its clients. It is for the safety of the service, and customer information is securely encrypted and stored.
What do I need to submit for account verification?
Can I change or delete my verified bank account?
Will the payment be deducted immediately after verifying the bank account?
ATM Withdrawal
Does Cashamllow charge for cash withdrawal?
No.
Can I make a partial withdrawal from exchanged money?
Can I withdraw foreign currency in my own country/region?
How to withdraw cash from ATM
Who can I contact if I have problems with the withdrawal?
Refunds
How do I request a refund?
Go to “My Wallet” and select “Refund”. It will be refunded to your verified account after processing.
