FAQ

It's easy to get started – download the NovaPay app. If you are in the EEA, our app will automatically recognize your region and guide you through the registration process. Everything is straightforward to use in the app, with no extra paperwork required

Please contact our support team to request the creation of an EU profile. If you meet the requirements, we will send you an invitation to register. Please note that we review each application according to our internal rules, so we cannot guarantee a positive decision

NovaPay EU works in partnership with Quicko. It's a licensed payment institution in Poland. This allows us to offer financial services throughout the EEA. Therefore, you will need to accept Quicko's Terms and Conditions as part of the registration process

Of course! EU citizenship is not required for registration. What matters is your connection to the EEA. Like where you live or your residence permit, job, studies, and stuff like that. We apply a risk-based approach and assess each case individually

In most cases, registration is instantaneous. If we require additional documents, our team typically reviews them within one business day. We will keep you informed throughout the process

You need a valid passport (for Ukrainian citizens – a foreign passport) or an ID card. In some cases, we may also ask for proof of your connection to the EEA. This could be a residence permit or a utility bill/bank statement. If in doubt, do not hesitate to contact our support team

The services are provided by our licensed partner in Poland, which is regulated by the Polish Financial Supervision Authority (KNF). Everything complies with financial standards and EU regulations to keep your money safe

We use Ondato, a secure identity verification service that complies with EU law. You'll be asked to scan your ID and take a selfie to confirm that it's really you. It's fast, secure, and completely digital

Your phone number is a unique identifier in the app and is used to protect your account. This helps us keep your profile safe and ensures uninterrupted communication

Yes, of course! If you need to change your phone number, just contact our support team. They'll walk you through the steps to keep your account secure

We ask for your device information to prevent fraud and protect your account. If you're signing in with a new device, you may be asked to complete a Liveness check for extra security

Yes, setting a PIN code is mandatory during registration. This will help protect your account and provide you with quick and secure access to the app

Of course! Once you have set a PIN, you can enable biometric sign-in, such as Face ID or fingerprint, for even faster and more secure access to your account

You will receive a notification in the app as soon as your account is created and ready to use. Keep an eye on the confirmation

If your application was rejected due to incorrect or unclear documents, you can try to resubmit it with updated information. However, if this was due to a fraud risk or policy restrictions, you may not be able to reapply

Each user is limited to one account in the EU. This helps us to prevent fraud and make things easier for everyone

Yes! NovaPay EU is available worldwide. You can manage your account, send transfers, and much more from anywhere in the world with internet access

Support is just a tap away! You can contact us directly through the app or our website. Our team is always ready to help you with any questions

The security of your payments is a top priority for us. We work with licensed and trusted European partners such as Quicko and Verestro to protect your data and money at every step. Everything is encrypted using industry-standard SSL/TLS protocols.

We implement PSD2 Strong Customer Authentication (SCA), and every transaction is monitored in real-time for fraud. We are also fully compliant with PCI DSS, AML, and CFT standards.

In short, you can rest easy knowing that your money is safe