I’m Not a Customer

Requirements

Anyone can sign up and become a Bitwalan! However, despite offering the US Dollar currency, our services are not available in the U.S.
  • You are at least 18 years of age
  • You must own cryptocurrency to be able to use our services
  • You must agree to our terms and conditions
      1. You must possess a valid government-issued ID
      2. You must provide a utility bill or any other proof of your current address (max. 90 days old)

Fees and Rates

1. Creating an account: No costs whatsoever. Welcome on board!
2. Transactions and fees: Please find it in the Pricing Page
3. Bitcoin prepaid card: 2 EUR for both physical and virtual cards.
4. Replacement card orders: 8 EUR, for circumstances outside of Bitwala’s responsibility (lost or theft).

Check out a list of our current fees on our Bitcoin prepaid card here.

Our exchange rate is the market average from multiple exchanges.

We decided to say goodbye to hidden fees and charge a fair commission instead. That is why we always display the current Bitcoin Exchange Rates of the best bitcoin payment providers. We have a real time market exchange rate. Thus Bitwalans are updated every minute. We pass the exchange rates directly to our customers without any changes and hidden fees. Bitwala customers will always get a better value by spending their bitcoins at our website than by selling them on an exchange. Due to our real time market rate, every Bitwalan enjoys full transparency.

I’m a Customer

Managing Account

Adding or changing your personal details such as your full name, address of residence, birth date and phone number can easily be done by going to your Profile section.
You can never be too safe when it comes to handling your money. To keep your account secure and to ensure you as the user are the only one who has access to your account, you will be required to set a password for your Bitwala account upon signing up. You may also level up by adding an extra layer of security by activating a 2FA (2 Factor Authentication).
Did you forget your password or do you simply want to change your password? Not a problem. Follow the steps below:

1. Visit the Bitwala site
2. Click on “Reset Password”
3. Enter your e-mail.
4. You will receive an e-mail by Bitwala
5. Follow the link in the e-mail to reset your password
6. Create and confirm your new password

Did you lose your authentication device? Unable to enter 2FA code? Follow the steps below:

1. Contact our support team
2. Request for a 2FA reset
3. Our support team will then confirm your 2FA reset

User Levels

We currently offer four types of user accounts. You can reach the desired user level in chronological order. A detailed explanation on the differences and benefits of each level can be found below

 

User Level 1 2 3 Business
Monthly limit* 500€ 2,000€ 50,000€ 100,000€
Requirements Valid email address Valid proof of identity and address 5-minute Skype interview Documents
SEPA transfers
International transfers
Order card ?
Create wallet

 

*Monthly limit includes all transactions that take place from your account such as bank transfers and card topups

Identity Verification

If you’d like a higher monthly limit on your account and to unlock more features, you would need to verify your account by submitting to us the required documents.
Level 1 – E-mail verification

You need to prove that your e-mail address is yours

Level 2 – Identification documents

We need you to provide specific documents for identity verification requirements. You can use:

1.Proof of identity – Any government-issued ID
a. Valid passport
b. Valid driver’s license
c. Valid consular ID card
d. Any other valid government-issued ID card that shows a biometric photograph/identifier

2. Proof of address – Shows full name and residence address
a. Utility bill, from the last 90 days/3 months. We cannot accept mobile phone bills
b. Bank statement, from the last 90 days/3 months
c. Pay stub/invoice, from the last 90 days/3 months
d. Birth certificate
e. Marriage license
f. Divorce decree
g. Other court documentation of name change

3. Hints
a. Please upload in the following file format file format .pdf, .jpg, .jpeg, .png
b. Allowed size should not exceed 7MB for each file
c. Please do not upload the same document twice, we will not accept it.

Level 3 – Web identification
No additional documents are required. Make sure to have Skype installed. You also need to have access to a webcam, microphone and your email address and your identification documents which you already provided. Please reach out to our support team and we will schedule you a 5-minute Skype call with one of our agents.

Level 4 – Business account
Get in touch with our support team and we will send you a list of documents or information needed to create the business account.

Data Protection and Privacy

As a financial services provider in cryptocurrency, customer data protection and customer privacy are treated with the utmost respect and professionalism. How we collect, use, protect and handle your personal data in accordance with our website is explained in our Privacy Policy. Please take time to review this before using our services.

Prepaid Card

Our Bitwala Prepaid Card is the leading, if not the best, Bitcoin prepaid card available on the market. It comes with countless benefits and is super easy to get that you can relax knowing you won’t be required to jump through any crazy bureaucracy hoops.
Your Bitwala VISA ® Card is a prepaid card, and it does not come with a monthly bill. All transactions using the Bitwala VISA ® Card is real-time and are automatically deducted from the funds available on your card. You’ll also receive emails notifying you for each transaction or cash withdrawals made using your card.

You can cash out using your Bitwala VISA ® Card at millions of ATMs and use the card at more than 30 million merchants where VISA ® is accepted while paying a low and fixed fee. For further questions regarding the card acceptance or if you experience any problems when using your card, please reach out to our support team.

Every card we issue is secured with a Personal Identification Number (PIN). Get your PIN to start using your Bitwala VISA ® Card by calling the phone number on the activation sticker attached on your card.
We offer our customer two types of prepaid cards: physical and virtual.

Benefits of physical cards:

Inables imperson payments.
Bitcoin cardholders can pay for goods and services at a POS (point-of-sale) in store and withdraw cash at any ATM.

Benefits of virtual cards:

1.Instant issuance, you can use the card once activated straight away
2.No waiting for card to be delivered
3.Never having to worry about losing the card or having to carry it safely in your wallet.
4.Use to pay online e.g. on eBay, Amazon, or any other online store which accepts VISA ® cards.
5. Have all relevant details of your card visible online, in particular:
Cardholder name
Card number
CVV number
Validity date and Expiry date

Click here to read more on how to view the details of your virtual prepaid card.

We offer two types of deliveries for every physical card order.

1. Standards delivery

1 EUR card order fee
1 EUR security maintenance fee
Takes between 7-10 business days to arrive
No tracking code available

2. Express delivery

69 EUR card order fee
Takes between 3-4 business days to arrive
Tracking code available
Cards are deployed from our side up to one day after order is received. Delays may occur due to your local delivery services. If you have placed an order and haven’t received your card after our delivery timeframes, please reach out to our customer support team.

PLEASE READ THIS AGREEMENT CAREFULLY BEFORE YOU USE YOUR CARD. THIS AGREEMENT ALONG WITH YOUR APPLICATION, FORM THE TERMS AND CONDITIONS OF YOUR MYCHOICE PREPAID VISA ® CARD. BY APPLYING FOR AND USING YOUR CARD, YOU ACCEPT THE TERMS AND CONDITIONS AND YOU UNDERSTAND AND ACCEPT THE RISKS HIGHLIGHTED IN PARAGRAPHS 2.2 AND 18.4 OF THIS AGREEMENT. IF THERE IS ANYTHING YOU DO NOT UNDERSTAND OR DO NOT AGREE WITH, PLEASE CONTACT THE CARD SUPPORT TEAM USING THE CONTACT DETAILS AT PARAGRAPH 20 OF THIS AGREEMENT. YOU MUST BE AT LEAST 18 YEARS OF AGE TO APPLY FOR AND USE YOUR CARD.

Click here to check Fee and Limit Schedule

 

 

  1. DEFINITIONS

‘Account’ – The electronic account associated with your Card.

‘Accountholder’ – You, the individual entering into this Agreement with us.

‘Agreement’ – This Accountholder Agreement as amended by us from time to time.

‘Application’ – Your application and the personal data you submit to become an Accountholder.

‘Association’ – VISA ® International.

‘Available Balance’ – The value of electronic money loaded onto your Card and available for use.

‘ATM’ – An automated teller machine or cash dispenser bearing the Association or Network acceptance marks..

‘Card’ – Any MyChoice prepaid VISA ® card issued to you under this Agreement.

‘Card Number’ – The card number on the front of your Card.

‘Card Support team’ – The means for dealing with queries and requests for services in relation to your Card. Contact details for Card Support team can be found in paragraph 20.

‘e-money’ – The electronic money associated with your Account and Card.

‘Fees & Limits Schedule’ – the schedule to this agreement (as amended from time to time) incorporated into this agreement by virtue of paragraph 11 of the Agreement detailing the fees and charges associated with the operation of the Account and the use of the Card.

‘Interactive voice response (IVR) ‘ – A telephonic service to provide for the activation of your Card and general support to Accountholders.

‘Merchant’ – A retailer, or any other person, firm or corporation that accepts VISA ® Cards which display the VISA ® acceptance mark.

‘Password’ – The secret word or set of characters created by you to gain access to the Website.

‘Program Manager’ – The entity providing marketing services related to the card on behalf of the Issuer, Wave Crest Holdings Limited.

‘PIN’ – A personal identification number for use with the Card to authorize a Transaction.

‘Transaction’ – A retail sale or refund, a cash advance, an ATM cash withdrawal, a bill payment or other payment to a third party using Your Card, a transfer of value to another Card or the loading of monies onto a Card, or any other transaction completed by you using your Card.

‘we’, ‘us’ or ‘our’ – Wave Crest Holdings Limited, a company registered in Gibraltar number 101302 whose registered office is 57/63 Line Wall Road, Gibraltar. Wave Crest Holdings Limited licensed by the Financial Services Commission of Gibraltar license number FSC0056BNK.

‘you’, ‘your’ – The Accountholder.

‘Website’ – https://www.bitwala.io and https://my.bitwala.io

  1. SCOPE OF THIS AGREEMENT

2.1 Your Card is an e-money prepaid card regulated by the Gibraltar Financial Services Commission. The Card does not constitute a checking, savings or other bank account and is not connected in any way to any other account you may have. This is not a credit, charge, or debit card.

2.2 Your Card has been issued by us in accordance with a licence from the Association or its affiliates. Your Card is our property and is not transferable to anyone else. Your rights and obligations relating to the use of this Card are subject to this Agreement between you and us; you have no rights against the Association or its affiliates. If you experience any difficulties in using the Card you should contact the Card Support team. The e-money associated with this Card is provided to you by us, and will be denominated in the base currency which you choose (see paragraph 11). The Card remains our property and must be destroyed or returned upon request.

2.3 These terms and conditions are written and available only in English and we undertake to communicate with you in English regarding any aspect of your Card.

  1. PURCHASE, RECEIPT AND ACTIVATION OF CARDS

3.1 You may only apply for one Card at any one time and the Card cannot be used on a corporation’s behalf. The Card is not transferrable and shall only be used by you strictly in accordance with this Agreement.

3.2 We will issue your Card to you on the basis of the information provided in your Application. You agree to provide accurate personal information and to tell us of any changes as soon as possible so that our records remain correct. You should update any changes to your personal information via the profile link at the Website. If you wish to load your Card with more than 2500 EUR (or foreign currency equivalent), we require you to provide us with additional personal information to meet regulatory “know your customer” (“KYC”) requirements. Your Card limits are governed by your KYC level (see paragraph 11). You may increase your limits and Card functionality at any time by providing us your KYC documentation. You can email a copy of your unexpired government-issued identification and a recent utility bill bearing the same address as your registered address with us to [email protected]. Once these documents are received and verified we will upgrade your KYC level. Additional verification data may be required.

3.3 If we are unable to satisfactorily verify your identity from information provided in your Application, we will not be able to process your Application until further information is collected and verified.

3.4 Your Card will be posted to the address you designate, or designated on your behalf, in your Application. You should ordinarily receive your Card within approximately 5-10 business days of Application.

3.5 When you receive your Card, you must sign it immediately.

3.6 You may use your Card to make cash withdrawals. You will need a PIN for ATM withdrawals and to authorise any CHIP-based retail sales Transactions.

3.7 When you call the IVR to activate your Card by providing your Card Number, CVV number and date of birth, we will activate your Card and provide you with a PIN for use with your Card. You should never reveal your PIN to anybody. We will not reveal your PIN to a third party. If you forget your PIN you can reset it by contacting the Card Support team. Please note we will need to verify your identity to make this change. For security purposes, you must keep your PIN secure and separate from your Card or any record of your Card number. Failure to do so will be treated as gross negligence and will affect your ability to claim any losses and may render you liable for applicable losses to your Account.

3.8 You can change your PIN at ATM cash machines displaying the VISA ® acceptance mark. When you change your PIN, you must not select a PIN that may be easily guessed, such as a number that (a) is easily associated with you, such as your telephone number or birth date; (b) is part of data imprinted on the Card; (c) consists of the same digits or a sequence of running digits; or (d) is identical to the previously selected PIN.

  1. USE OF CARDS

4.1 Your Card can be used at any Merchant who accepts VISA ® (fees & limits apply apply, see paragraph 11), but no guarantee is provided that every Merchant will accept your Card for a given Transaction.

4.2 Cards can be used to make cash withdrawals at ATMs bearing the VISA ®acceptance marks or at participating banks to make cash advance withdrawals (fees apply, see paragraph 11) up to the amount specified for your particular card (see paragraph 11 and the Fees and Limits Schedule). Please note some Merchants or ATMs may have lower limits than those permitted under this Agreement. Please note that extra ATM fees in addition to those shown at paragraph 11 may be charged by certain ATM providers.

4.3 Your Card is a prepaid card, which means that the Card’s Available Balance will be reduced by the full amount of each Transaction and authorisation, plus any taxes and charges that are applicable including any additional ATM charge if any (the ‘Full Deductible Amount’). The Full Deductible Amount must be less than or equal to the Available Balance on your Card. You must not use your Card if the Full Deductible Amount exceeds the Available Balance or after the expiry date of the Card. If, for any reason, a Transaction is processed for an amount greater than the Available Balance on your Card, you must repay us the amount by which the Full Deductible Amount exceeds your Available Balance within 14 days of receiving an invoice from us. Should you not repay this amount within 14 days of receiving an invoice from us we reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.

4.4 You can check your Available Balance by contacting the Card Support team, logging into the Website, or calling the IVR; fees may apply.

4.5 Due to security safeguards, Merchants that accept your Card are required to seek authorisation from us for all Transactions. There are some circumstances where Merchants may require you to have an Available Balance greater than the value of the Transaction you wish to make; however, you will only be charged for the actual and final value of the Transaction you make. Merchants request this as they may need to access more funds than you initially planned to spend. For example:

4.5.1 Hotels and rental cars – As Merchants may not be able to accurately predict how much your final bill will be, they may request an authorisation for funds greater than your Available Balance.

4.5.2 Restaurants – You will need to have an Available Balance equivalent to the total cost of the meal plus up to 20%. This is to accommodate any service charge that could be added to your bill.

4.5.3 Internet Merchants – Certain Internet Merchant sites will, on registration or at checkout stage, send a request for payment authorisation to verify that funds are available; this will temporarily impact your Available Balance. Also please bear in mind that many sites won’t deduct payment until goods are dispatched so please be aware of these variances on cleared funds when checking your balance and ensure that funds are always available to cover your purchases.

4.5.4 In-flight purchases – Merchants may not be able to authorise your Transaction if they cannot obtain an online authorisation from us. Examples include on-board cruise or train charges and some in-flight purchases.

4.5.5 Membership or subscriptions – Please ensure that you always have sufficient Available Balance on your Card if you use it to make recurring charges, such as memberships or subscriptions.

4.6 Self service petrol pumps – Your Card cannot be used at self service petrol pumps. You can use your Card to pay by taking it to the cashier.

4.7 The Available Balance on your Account will not earn any interest.

4.8 We may request you to surrender the Card at anytime for a valid reason in accordance with the provisions of paragraph 15 of this Agreement. Where we do so, we will give you back your e-money in accordance with paragraph 7 of this Agreement (free of redemption fee charge).

4.9 If you are entitled to a refund for any reason for goods or services obtained with your Card, you agree to accept credits to your Card for such refunds. The amounts credited to your Card for refunds may not be available for up to five (5) days from the date the refund transaction occurs.

4.10 Restrictions and Prohibited Transactions. We reserve the right, in our sole discretion, to add categories of prohibited transactions by adding such categories either to this Agreement or an acceptable use policy published on the Website.

4.10.1 It is strictly forbidden to use your Card for any illegal purposes including but not limited to fraud and money laundering. We will report any suspicious activity to the relevant law enforcement agency. You are prohibited from using your Card in an attempt to abuse, exploit or circumvent the usage restrictions imposed by a Merchant on the services it provides.

  1. LOADING FUNDS TO YOUR ACCOUNT

5.1 Your Card is a payout card tied to an account directly or indirectly established by an employer or other such corporate payor (each, a “Payor”) on behalf of a consumer to which electronic funds transfers of the consumer’s wages or other compensation are made on a recurring basis, whether the account is operated or managed by the employer, a third party payout processor, or a depository institution. Only funds from a Payor may be loaded to your Account In case of errors or questions about the funds loaded to your Account, contact your payout provider.

5.2 Deposits to your Account from your Payor will be made available on the payout file clearing date. You authorize your Payor and us to recover any funds erroneously added to your Account. If an authorized addition to your Account has an error or if you require additional information regarding funds added or loaded, you must contact your Payor immediately. You should keep track of the amount of funds loaded to your Account. You are responsible for reporting to all applicable government tax authorities, all earnings received and loaded to your Account and the payment of any applicable local, national, or international taxes that apply to such earnings.

5.3 We reserve the right to suspend or terminate the right to load funds to your Card at anytime without notice.

  1. CARD EXPIRY

6.1 The expiry date of your Card is printed on the front of the Card. You will not be able to use your Card if it has expired. Unless otherwise advised a renewal Card will be sent to you before your existing Card expires.

6.2 We may decide not to renew your Card. If we decide to do this we will provide you with 30 days notice prior to the expiry of the Card.

6.3 No Transaction will be processed once your Card has expired.

  1. REDEEMING E-MONEY

7.1 If you would like to terminate your Card and redeem any unused funds, you may do so as long as: (a) the Available Balance is greater than €10.00 or currency equivalent; (b) we believe you have not acted fraudulently; and (c) we are not prohibited from doing so by any applicable law, regulation, court order or instruction or guidance of a competent regulatory authority or agency.

7.2 You can obtain redemption of any unused funds by contacting the Card Support team.

7.2.1 We will charge a redemption fee as detailed in the Fees and Limits Schedule.

7.3 Please note that our procedures may require us to carry out various identity checks reasonably required to prevent fraudulent use of your Card before we can process your redemption request.

  1. ACCOUNTHOLDER LIABILITY AND AUTHORISATIONS

8.1 We may restrict or refuse to authorise any use of your Card if using the Card is causing or could cause a breach of this Agreement or if we have reasonable grounds for suspecting that either you or a third party has committed or is about to commit a crime or other abuse in connection with the Card.

8.2 If we need to investigate a Transaction on the Card then you must cooperate with us, or any other authorised body if this is required.

8.3 You should never: (a) allow another person to use your Card; (b) record your PIN or Password in writing, or with your Card or otherwise; (c) disclose your PIN or Password to or otherwise make it available to any other person, whether verbally or by entering it in a way that allows it to be observed by others or otherwise; or (d) enter the PIN in any ATM that does not look genuine, has been modified, has a suspicious device attached or is operating in a suspicious manner.

8.4 If a Transaction is made that requires use of your PIN, you will be deemed to have authorised that Transaction, and you will be liable for any Transaction made with your PIN.

8.5 You agree to indemnify and hold harmless us and our distributors, partners, agents, sponsors and service providers, for and against the costs of any legal action taken to enforce this Agreement and/or any breach of this Agreement or fraudulent use of your Card or PIN by or authorised by you.

  1. LOST, STOLEN OR DAMAGED CARDS

9.1 You should treat the e-money on your Card like cash in a wallet. If you lose your Card or it is stolen you may lose any e-money on it in just the same way as if you lost your wallet.

9.2 In the event of loss, theft, fraud or any other risk of an unauthorised use of your Card, or if your Card is damaged or malfunctions, you must immediately call the IVR number and select the appropriate IVR option and follow the instructions or you can contact the Card Support team. You will be asked to provide us with your Card Number and some identifying details. You will be liable for any unauthorised Transactions that take place prior to you notifying us and these will reduce your Available Balance. If there is an Available Balance remaining on your Card, we will replace your Card and transfer the last Available Balance on to it, unless we have any reason to believe that the notified incident has been caused by your breach of this Agreement, gross negligence or if it raises reasonable suspicion of fraudulent or improper conduct. If we replace the Card, the replacement Card will be sent to your address on record. (fees may apply, see paragraph 11).

9.3 You agree to assist us, our partners, affiliates and the police if your Card is lost, stolen or if we suspect that the Card is being misused.

  1. TRANSACTIONS MADE IN FOREIGN CURRENCIES

If you make a Transaction in a currency other than the base currency you selected in your Application (a ‘Foreign Currency Transaction’), the amount deducted from your Account will be converted to such base currency on the day we receive details of that Foreign Currency Transaction. We will use a rate set by the Association. This rate will include a Foreign Exchange Fee (see paragraph 11). Exchange rates can fluctuate and they may change between the time a Transaction is made and the time it is deducted from your Available Balance.

  1. FEES AND PRODUCT SUMMARY

11.1 The Cards are subject to certain fees and restrictions set out in the Fees & Limits Schedule annexed to this Agreement or as notified to you from time to time.

11.2 In your Application you were asked to select a base currency in which your Account will be held, and the fees corresponding to your base currency will apply.

11.3 We will deduct any taxes or charges due from the Available Balance on your Card.

11.4 Maintenance fees and dormancy fees, if applicable, will automatically be deducted from your Account each calendar month.

  1. DISPUTES

 

 

12.1 If you have a reason to believe that any Transaction was unauthorised by you or posted to your Account in error, you may ask us to investigate the Transaction by contacting the Card Support team within 30 days of the date of the relevant Transaction. You must confirm the disputed Transaction in writing, setting out full details of the Transaction, your reasons for disputing it and providing copies of all relevant receipts. If we are satisfied that you have already made all reasonable efforts to resolve the dispute with the relevant Merchant we will attempt to assist you as far as is practicable.

12.2 If the disputed Transaction is investigated and found to be incorrect, the value of the Transaction will be refunded to your Account. Until our investigation is complete the disputed amount will be unavailable to spend. It may later be deducted from your Account if we receive information that proves that the Transaction was genuine. In the event that you do not hold sufficient funds on your Account to make such a repayment you must repay us the disputed amount immediately upon demand. We reserve the right to charge an investigation fee in relation to any dispute, see the Fees & Limits Schedule.

12.3 We reserve the right not to refund sums to you if we believe that you have not acted in accordance with this Agreement.

  1. VARIATION

13.1 We may change the terms and conditions of this Agreement, including charges, fees and limits, at any time by posting an amended version on the Website for one or more of the following reasons:

13.1.1 to reflect the introduction or development of new systems, methods of operation, services or facilities;

13.1.2 to reflect a change or an expected change in market conditions, general good practice or the cost of providing our services to our customers;

13.1.3 to conform with or anticipate any changes in the law or taxation, any codes of practice or recommendations of the Gibraltar Financial Services Commission or other regulatory body;

13.1.4 to ensure that our business is run prudently and remains competitive;

13.1.5 to take account of a ruling by a court, ombudsman, regulator or similar body;

13.1.6 to make the terms and conditions fairer or clearer for you;

13.1.7 to rectify any mistake that might be discovered in due course;

13.1.8 by agreement with you; or

13.1.9 to enable us to harmonise our banking interest or charging arrangements.

13.2 You should regularly check the Website to inform yourself of any such changes. By continuing to use the Card after any such changes have taken effect, you are indicating your acceptance of the updated or amended terms and conditions. If you do not wish to be bound by any changes or amendments to this Agreement then you should stop using your Card immediately.

13.3 If you are significantly disadvantaged by any change to this Agreement you may cancel your Card in accordance with our cancellation policy. In such circumstances you will not be charged a cancellation fee.

  1. CANCELLATION

14.1 You may cancel your Card for any reason (a) before activating it, and (b) up to 14 calendar days after the date of activation (the “Cancellation Period”) by writing to the Card Support team at the address given in paragraph 20 of this Agreement. This does not apply to replacement or additional Cards where the cancellation period for the Card has expired.

14.2 Upon cancellation, we will refund to you the Available Balance on your Card back to you within 30 days. We will not charge you for such cancellation.

14.3 You may terminate your Card any time after the Cancellation Period by exercising your rights under paragraph 15.3.

  1. TERMINATION OR SUSPENSION

15.1 We can terminate this Agreement at any time: (a) if we give you 30 days’ notice and refund the Available Balance to you; (b) with immediate effect if you have breached this Agreement, or if we have reason to believe that you have used, or intend to use the Card in a grossly negligent manner or for fraudulent or other unlawful purposes or if we can no longer process your Transactions due to the actions of third parties or following any suspension of the Card under paragraph 15.2.6; or (c) with immediate effect if we have other serious grounds for doing so.

15.2 We can suspend your Card at any time with immediate effect (and until your default has been remedied or the Agreement terminated) if:

15.2.1 in the event of any fault or failure in our Transaction processing system; or

15.2.2 if we believe your Card details have been compromised; or

15.2.3 we discover that any of the information that you provided to us when you applied for your Card was incorrect; or

15.2.4 a Transaction has been declined because of a lack of Available Balance; or

15.2.5 you have breached this Agreement or we have reason to believe that you have used, or intend to use or have permitted the Card to be used in a grossly negligent manner or for fraudulent or other unlawful purposes or if we cannot process your Transactions due to the actions of third parties; or

15.2.6 due to fraudulent or other suspicious activity on your Account; or

15.2.7 if we have other serious grounds for doing so; or

15.2.8 if we reasonably believe to be required to do so by law or in order to comply with recommendations issued by a relevant government authority or recognised body for the prevention of financial crime or other illegal activity.

15.3 You can terminate this Agreement at any time following the Cancellation Period by contacting the Card Support team.

  1. OUR LIABILITY

16.1 Our liability in connection with this Agreement (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) shall be subject to the following exclusions and limitations:

16.1.1 we shall not be liable if you are unable to use your Card for any reason stated in this Agreement or by reason of the loss or theft of or damage to the Card or any malfunction or inability to use the Card on grounds beyond our reasonable control;

16.1.2 we shall not be liable if a Merchant refuses to accept a Transaction or fails to cancel an authorisation;

16.1.3 we will not be liable for the goods or services that you purchase with your Card;

16.1.4 we shall not be liable for any default resulting directly or indirectly from any cause beyond our control, including but not limited to, a lack of funds and/or failure of network services at ATMs, maximum withdrawal limits set by ATM operators and failure of data processing systems;

16.1.4 we shall not be liable for any loss of profits, loss of business, or any indirect, consequential, special or punitive losses;

16.1.5 where the Card is faulty due to our default, our liability shall be limited to replacement of the Card, or at our choice, redemption of the Available Balance;

16.1.6 where sums are incorrectly deducted from your Available Balance due to our default, our liability shall be limited to payment to you of an equivalent amount in your base currency;

16.1.7 in all other circumstances of our default, our liability will be limited to redemption of the Available Balance; and

16.1.8 we shall not be liable for any disputes between you and your Payor, any third party payout processor, or a depository institution regarding the amount or timing of funds loaded to your Account. All such disputes shall be between you and such other third party.

16.2 Nothing in this Agreement shall exclude or limit our liability for death or personal injury resulting from our negligence or fraud.

16.3 To the extent permitted by law, all conditions or warranties implied by law, statute or otherwise are expressly excluded.

16.4 The above exclusions and limitations set out in this paragraph 16 shall apply to any liability of the Association, our affiliates or other suppliers, contractors, agents or distributors and any of their respective affiliates (if any), to you, which may arise in connection with this Agreement.

  1. YOUR INFORMATION

17.1 You may need to provide us with personal data from time to time in connection with your Card. Some personal data will be necessary for us to provide you with the Card and services under this Agreement. You must notify us immediately of any change of name and address by contacting the Card Support team.

17.2 We and our affiliates are committed to maintaining your personal data in accordance with the requirements of the Data Protection Act 2002 and will take all reasonable steps to ensure that your personal data is kept secure against unauthorised access, loss, disclosure or destruction. Except as required by law, or in accordance with this agreement, your personal information will not be passed to anyone without your permission. To comply with anti-money laundering regulations, we are required to request evidence of identity from you and may use an ID verification agency or credit reference agency (whose names and addresses will be provided to you on request) both prior to and following issue of your Card for this purpose and who will record that an entry has been made.

17.3 We may contact credit reference agencies to check your identity, and they will add details of our search to your record. You agree that we can use your personal data in connection with the Card, and the e-money associated with the Card, to contact you about replacement Cards, and to enable us to review, develop and improve our products and services. This may involve providing your personal data to our affiliates, agents, contractors, distributors, and suppliers and to the Association and its affiliates to process Transactions and for their statistical research and analytical purposes as outlined in our privacy statement. We may use or share your personal data for marketing purposes. We may also transfer your personal data outside of the EEA to enable you to use the Card while you are travelling and for the performance of our obligations under this Agreement. Such countries may not offer the same standards of protection for personal data. We may also disclose your personal data as required by law, regulation or any competent authority or agency including to authorities and agencies to investigate possible fraudulent, unlawful or unauthorised activity.

 

17.4 You have a right to inspect the personal data we hold about you however we will ask you to pay an Inspection Fee to cover our costs. For further information please contact the Card Support team.

 

17.5 If we discover that the information we hold about you is incorrect, we may have to suspend or cancel your Card until we can establish the correct
information, in order to protect us both.

17.6 It is your responsibility to keep us updated of changes to your personal details.

17.7 A full copy of our data protection policy is available on request.

  1. COMPLAINTS PROCEDURE

18.1 Complaints regarding any element of the service provided by us should be sent by email to the Card Support team.

18.2 All complaints will be subject to our Complaints Procedure. We will provide you with a copy of our Complaints Procedure upon request.

18.3 In all cases you agree that any complaint, dispute, action, proceeding, liability or claim by you must be directed and made to us exclusively in respect of the use/misuse of the Card, any Transaction, provision of the Card Support team and generally in relation to your rights under this Agreement. You irrevocably agree that all your rights are solely enforceable against us and we shall be solely liable to you for any performance/non-performance of services under this Agreement.

18.3 If we fail to resolve your complaint to your satisfaction within 60 days you may refer your complaint to the Gibraltar Financial Service Commission, PO Box 940 Suite 3, Ground Floor Atlantic Suites, Europort Avenue, Gibraltar.

18.4 The Gibraltar Depositors Compensation Scheme is not applicable for the Card. No other compensation schemes exist to cover losses claimed in connection with the Card.

  1. GENERAL

19.1 Any delay or failure to exercise any right or remedy under this Agreement by us shall not be construed as a waiver of that right or remedy or preclude its exercise at any subsequent time.

19.2 If any provision of this Agreement is deemed unenforceable or illegal, the remaining provisions will continue in full force and effect.

19.3 You may not assign or transfer any of your rights and/or benefits under this Agreement and you shall be the sole party to the contract between us. You will remain liable until the Card issued to you is cancelled or expires and all sums due under this Agreement have been paid by you in full. We may assign our rights and benefits at any time without prior written notice to you. We may subcontract any of our obligations under this Agreement.

19.4 No third party who is not a party to this Agreement has a right to enforce any of the provisions of this Agreement, save VISA ® Europe and its respective affiliates may enforce any provision of this Agreement which confers a benefit or a right upon it and a person specified in paragraph 16.4 may enforce paragraph 16.

19.5 This Agreement is governed by Gibraltar law and you agree to the non-exclusive jurisdiction of the courts of Gibraltar.

  1. CONTACTING THE CARD SUPPORT TEAM

If you need assistance, you can contact the Card Support team at [email protected] contact the IVR at +44 113 320 0312.

 

Card fees: https://www.bitwala.io/faq/how-much-fees-to-pay-for-using-the-bitcoin-card/

 

*You may also be charged a fee by the ATM operator or ATM network (and you may be charged a fee for a balance inquiry even if you do not complete a fund transfer).

We provide a transparent fee schedule to your low cost bitcoin card solution:

 Fee Type  Frequency EUR
Physical Card issuance & delivery Per Order € 2.00
Virtual Card issuance & delivery Per Order € 2.00
Top Up Per Transaction 0.50 %
Purchase Transaction Per Transaction € 0
 ATM Transaction Domestic Per Transaction € 2.25
 ATM Transaction International Per Transaction € 2.75
 Monthly Maintenance Fee Per Month € 1.00
 Foreign Transaction Fee Per Transaction 3.00 %
 Card to Card Transfer Per Transaction € 0.25
 ATM PIN change Fee Per Transaction € 0.80
 Card Replacement Per Occurrence € 8.00
 Expedited Shipping Per Occurrence € 69.00

 

Hint: These fees depend on the ATM and country. In the vast majority of countries globally you will be charged one fee (by our card). In some jurisdiction, e.g. in the US or Thailand there is a local regulation applying a minimum fee for any ATM withdrawal. This additional fee will be added to the total withdrawal amount and our fee will be deducted separately by your card balances.

To order the prepaid card, you must first be a level 2 user. Verify yourself for level 2 to be able to order the Bitwala VISA ® Card.
You can enjoy spending Bitcoins anywhere super easily with our Bitcoin prepaid card. What’s even better is that currently the Bitwala Bitcoin prepaid card can be sent to over 125 countries!

Check out this list of supported countries for the Bitwala Bitcoin prepaid card issuance and delivery:

Åland Islands
Albania
Andorra
Anguilla
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Barbados
Belarus
Belgium
Belize
Bermuda
Bhutan
Bonaire, Sint Eustatius and Saba
Bosnia and Herzegovina
Brazil
Brunei Darussalam
Bulgaria
Canada
Cayman Islands
Chile
China
Colombia
Costa Rica
Croatia
Cyprus
Czech Republic
Denmark
Dominica
Dominican Republic
Ecuador
El Salvador
Estonia
Falkland Islands
Faroe Islands
Finland
France
French Guiana
Georgia
Germany
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guatemala
Guernsey
Guyana
Hong Kong
Hungary
Iceland
Indonesia
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Republic of Korea
Kuwait
Latvia
Liechtenstein
Lithuania
Luxembourg
Macedonia, The Former Yugoslav Republic of
Malaysia
Maldives
Malta
Martinique
Mauritius
Mexico
Moldova, Republic of
Monaco
Mongolia
Montenegro
Morocco
Nepal
Netherlands
New Zealand
Nicaragua
Norway
Oman
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Poland
Portugal
Qatar
Romania
Russian Federation
Saint Kitts and Nevis
Saint Lucia
Saint Martin (French Part)
Saint Vincent and the Grenadines
San Marino
Saudi Arabia
Serbia
Seychelles
Singapore
Sint Maarten (Dutch Part)
Slovakia
Slovenia
Solomon Islands
South Africa
Spain
Suriname
Sweden
Switzerland
Taiwan
Thailand
Trinidad and Tobago
Turkey
Turks and Caicos Islands
Ukraine
United Arab Emirates
United Kingdom
Uruguay
Virgin Islands, British

1.Virtual cards

After your successful virtual card order, you will be sent an email with an activation page url.

The link includes a unique token to authenticate yourself to activate the card and set account login credentials.

The url in the email will direct you to a website where you need to ensure the following steps are done –

  1. Authenticate yourself by providing the following
    – Unique Token received on email
    – Date of Birth
  2. Set account login credentials
    – Email Address
    – Set Password and Confirm Password

On successful completion of these two steps, you will be directed to the account dashboard for your new Bitwala virtual bitcoin card.

2. Physical cards
Your card number and date of birth is required to activate your card. Call the phone number on the activation sticker on your card, or log-in to Your Bitwala account and activate it straight from your account.

Follow the below steps to activate your bitcoin card:

  1. Log on to the cardholder portal at https://cardholderonline.com
  2. Enter the complete card number.
  3. Enter the CVV security number which is mentioned on the back side of the bitcoin card.
  4. Enter the complete debit card number.
  5. Enter the date of birth which is mentioned while registration.
  6. An automated email will be sent to your registered email.
  7. Request you to follow the steps and activate your card.

Alternative: You may also activate your card by calling on the number provided on the back of the card.

My_Choice_Corporate___Global_Payments_Made_Easy

Welcome

Welcome (2)

Enter your personal information available on your card and continue by clicking “Submit”

thumb_Welcome_1024_3 (1)

Your card has been confirmed and activated. You now have access to your account details, transaction history and more.

thumb_Welcome_1024_4

This is a preview of your dashboard once your card has been activated.

 

With Bitwala, topping up your bitcoin debit card is as easy as 1-2-3:

  1. Please login into your Bitwala account and choose the menu Card menu
  2. Choose the amount to top up and click on the “Top up” button
  3. Pay our invoice using bitcoin.

Within one business day your bitcoin debit card will be credited and you can start using the credit for e.g. shopping online or withdrawing cash from an ATM.

The card usage can be limited due to necessary identity verification. Card limits are still possible after card activation. Our agents will then conduct secondary verification by using documents such as personal ID and address provided by the card applicant.

To get the unlimited lifetime card, please verify your identity to become a level 2 user. As a level 2 user, you have access to the following card usage limits:

Rules Level 2 cardholder
POS / Point of Sale
Number of purchases Per day no limit
Value of purchases Per day no limit
ATM
Number of ATM transactions Per day no limit
Value of ATM withdrawal Per ATM transaction € 1,000
Value of ATM withdrawal Per day € 2,000
Maximum ATM withdraw Lifetime no limit
Maximum ATM withdrawals 24 hours 2 times
Max any single load Per day € 10,000
Max any daily load Per day € 20,000
Max any lifetime load Lifetime No Limit
You can order a replacement card in case of loss, lost deliveries, and theft. Contact our support team to request for a card suspension and/or deletion. Card replacements cost 8 EUR for circumstances outside of Bitwala’s responsibility.
Important: Once your card has been suspended, you will not be able to use the card at any store or ATM.

In cases of loss or theft, you can suspend your card by following these steps:
Login at – https://www.cardholderonline.com
Go to the ‘Manage Profile’ tab
Select ‘Suspend’ in the menu
If you successfully locate your card again, click on ‘Activate’ under Action.

Once suspended, you will be still able to:
Login to the card site
View transaction history

If you would like to stop using your Bitwala VISA ® Card, feel free to contact our support team or by calling us at +44 (0) 1133200312 to report the card loss or theft and for issuance of a new card.

Wallet

A bitcoin wallet is a place where your private key is kept. The private key is used to create your Bitcoin address and also to sign your outgoing transactions.
A bitcoin wallet is used to receive or send Bitcoin transactions. If you want to receive some Bitcoins, simply copy the Bitcoin address and send it to the person that wants to pay you. To send a transaction, enter or scan the receiving address, enter the amount you want to send and confirm using your password.
A Bitcoin address is a little bit like your traditional bank account numbers. It looks something like this:

1snowqQP5VmZgU47i5AWwz9fsgHQg94Fa

You can have an unlimited amount of addresses, we’ll automatically generate a new one for you once an old one is used. You can reuse any Bitcoin address multiple times, but it is not recommended for privacy reasons.

1. Pay and send Bitcoin from within the Bitwala site
2. Access your Bitcoins securely on any device
3. Make transfers or top up your Bitwala VISA ® card without leaving the Bitwala site
4. High security standards and compliance just for you.
If for whatever reason, you need to recover your bitcoin wallet, here’s how:

What do I need to recover my bitcoin wallet?

1. The backup PDF you generated when you created your wallet
2. The wallet password you entered when you created your wallet

How do I recover my wallet?

1. Go to this page, enter your wallet passphrase and copy your wallet passcode
2. Go to the Bitgo Recovery tool. You can either use the online version or for ever more security, you can run it offline.
3. First form field: Enter the wallet passcode you got from the popup on the Bitwala page
4. Second, Third and Fourth form fields: Copy and paste the data next to the QR codes into the form for the top three qr codes
5. Fifth field: Enter your new bitcoin address

Done! Your bitcoin will be transferred to your new address

Unfortunately, there is no way to restore or change a wallet password as we do not have access your wallet due to our security policy. You would need your own password backup to restore it.
  1. Log into your Bitwala account then click on the wallet icon
  2. Click on “Receive”
  3. Send BTC using an external wallet by entering the exact amount and scanning the QR code of your Bitwala wallet.
  4. Confirm the transaction and you’re done!
If you wish to no longer use your Bitwala wallet or if you simply cannot recover your Bitwala wallet and would like to create a new one, you are able to delete your wallet through logging into your Bitwala account.

Please do note that if your wallet contains BTC in it, deleting the wallet means that you will also lose your BTC. Please make sure to send your BTC from your Bitwala wallet to an alternative wallet prior to deleting it.

SEPA Transfers

SEPA stands for The Single Euro Payments Area. It’s the new and improved format for bank transfers within the Eurozone that makes wiring money to another Eurozone country equal to a domestic transfer in your own country.
Åland Islands, Austria, Azores, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Mayotte, Monaco, Netherlands, Norway, Poland, Portugal, Réunion, Romania, Saint Barthélemy, Saint Martin (French part), Saint Pierre and Miquelon, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

Only the recipient must be in one of the above countries. The sender may be from wherever.

EUR, GBP, CHF, CKK, NOK, SEK, CZK, PLN, HUF, HRK
1. Cheap
We offer the best rates and lowest fee available on the market. Click here to check out a detailed layout of our fees.
2. Secure
We treat your details with the utmost respect and never share them beyond our small team.
3. Fast
We process your bill in one working day as soon as we receive your Bitcoin payment.
4. Reliable
We have a dedicated customer service team reachable by chat, phone or email.
5. Convenient
Convert your Bitcoin to cash and send without having to wait for an exchange.
6. Recurring
Pay your electricity, rent and phone bill in a single bitcoin transaction.
Your payment can take a few seconds after we marked your bill as paid.

Some banks can hold your money and it could take up to 2 working days before the money is in the bank account. The process solely depends on the bank of the recipient of your payment.

Pro tip: Always make sure to pay time-sensitive invoices at least 2 days in advance.

Once you have made a payment, we’ll handle it from there.

How the process works afterwards:
1. We check your bill
2. We make the bank transfer
3. You get notified by e-mail

And that’s it! We save you time and the hassle. We’re just that convenient!

How do I make multiple payments?
Have multiple bills to pay or more than one person to send money to? No problem. Follow the steps below:

Login to your Bitwala account
Click on “Send Money”
Click “Pay multiple bills at once”
Copy and paste from a spreadsheet including these columns:

1. Recipient
2. IBAN
3. Amount (EUR)
4. Reference

Drag column headings
Make your desired edits

SWIFT Transfers

You can send money or make payments to any other part of the world outside of the Eurozone in USD which will then be converted into your local currency.
Bitwala charges 15 USD plus 0.5 % to issue a SWIFT transfer. If you are sending in USD to be exchanged into your preferred local currency, the recipient bank might charge a forex conversion rate.
1. Cheap
We offer the best rates and lowest fee available on the market. Click here to check out a detailed layout of our fees.
2. Secure
We treat your details with the utmost respect and never share them beyond our small team.
3. Fast
We process your bill in one working day as soon as we receive your Bitcoin payment.
4. Reliable
We have a dedicated customer service team reachable by chat, phone or email.
5. Convenient
Convert your Bitcoin to cash and send without having to wait for an exchange.
6. Recurring
Pay your electricity, rent and phone bill in a single bitcoin transaction.
Your payment can take a few seconds after we marked your bill as paid.

International money transfers make take between 2-4 business days to reflect on your recipient’s account. The process solely depends on the bank of the recipient of your payment.

Once you have made a payment, we’ll handle it from there.

How the process works afterwards:

4. We check your bill
5. We make the bank transfer
6. You get notified by e-mail

And that’s it! We save you time and the hassle. We’re just that convenient!

Altcoins Accepted

Disclaimer: This feature is still in beta mode. If you do come across any errors or problems while trying out this feature, do not panic. Simply contact us and we’ll handle it from there. Your money will not be lost and we will definitely get everything sorted out for you in no time.

Through our partnership with ShapeShift, Bitwala now accept all major cryptocurrencies. Check out the list of Altcoins we accept below:

BTC – Bitcoin Miner Fee: 0.0003 BTC
BLK – Blackcoin Miner Fee: 0.0002 BLK
BTCD – BitcoinDark Miner Fee: 0.01 BTCD
BCY – Bitcrystals Miner Fee: 20.0 BCY
BTS – BitShares Miner Fee: 0.5 BTS
BitUSD – BitUSD Miner Fee: 0.01 BitUSD
CLAM – Clams Miner Fee: 0.001 CLAM
DAO – TheDao Miner Fee: 0.5 DAO
DASH – Dash Miner Fee: 0.003 DASH
DGB – Digibyte Miner Fee: 1.0 DGB
DGD – DigixDao Miner Fee: 0.001 DGD
DOGE – Dogecoin Miner Fee: 1.0 DOGE
EMC – Emercoin Miner Fee: 0.2 EMC
ETC – Ether Classic Miner Fee: 0.01 ETH
ETH – Ether Miner Fee: 0.01 ETH
FLO – Florincoin Miner Fee: 0.01 FLO
FTC – Feathercoin Miner Fee: 0.1 FTC
HYPER – Hypercoin Miner Fee: 0.01 HYPER
LBC – LBRY Credits Miner Fee: N/A
LSK – Lisk Miner Fee: N/A
LTC – Litecoin Miner Fee: 0.003 LTC
MAID – Maidsafe Miner Fee: 10.0 MAID
MINT – Mintcoin Miner Fee: 0.3 MINT
MONA – Monacoin Miner Fee: 0.001 MONA
MSC – Mastercoin Miner Fee: 0.1 MSC
NBT – Nubits Miner Fee: 0.01 NBT
NMC – Namecoin Miner Fee: 0.005 NMC
NVC – Novacoin Miner Fee: 0.01 NVC
NXT – Nxt Miner Fee: 1.0 NXT
POT – Potcoin Miner Fee: 0.05 POT
PPC – Peercoin Miner Fee: 0.01 PPC
RDD – Reddcoin Miner Fee: 0.02 RDD
SDC – Shadowcash Miner Fee: 0.0001 SDC
SC – Siacoin Miner Fee: 10.0 SIA
SJCX – StorjcoinX Miner Fee: 0.01 SJCX
START – Startcoin Miner Fee: 0.01 START
UNO – Unobtanium Miner Fee: 0.0001 UNO
USDT – TetherUSD Miner Fee: 0.5 USDT
VOX – Voxels Miner Fee: 0.01 VOX
VRC – Vericoin Miner Fee: 0.0002 VRC
VTC – Vertcoin Miner Fee: 0.001 VTC
XCP – Counterparty Miner Fee: 0.1 XCP
XMR – Monero Miner Fee: 0.02 XMR
XRP – Ripple Miner Fee: 20.0 XRP

Getting Bitcoins

Before using Bitwala, you must have Bitcoins stored. Here’s a two-step guide to buy Bitcoins:

1.Buy Bitcoins
Therefore, you can e.g. use the European marketplace Bitcoin.de, the exchange Bitstamp or the peer-to-peer solution LocalBitcoins.
Once you have Bitcoins, start using Bitwala with these three steps:

a. Enter your transfer details
Go to Bitwala. Enter the amount, the recipient’s name and transfer details.

b. Pay in Bitcoin
Pay the Bitcoin equivalent of the bill plus a fee of 0.5%.

c. Money transferred
After receiving your Bitcoin, we will issue the bank transfer within one business/working day. You will get a confirmation e-mail for your successful transfer. If you want, we can notify the recipient as well. Therefore please add his email address (optional).

Got more questions? Drop us a message through our customer support and we’d be happy to help!