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TokenPay Shopping & Payments

Is my transaction secure?

Your payments via TokenPay are always booked completely decentrally via the blockchain. Thanks to the blockchain, you always confirm all actions that are actually carried out. Neither TokenPay nor any other third party has access to your wallet or your transaction. In combination with the regulated TokenPay partners, this creates the highest possible security for your transactions.

The TokenPay account is free of charge for you. When paying for your purchases, TokenPay always uses the current exchange rates of the currency you use on the blockchain. You can pay with your desired currencies without surcharges on the exchange rate - small costs may arise due to exchange fees or the exchange of the blockchain (bridging). However, TokenPay always shows you the amount to be paid in your selected currency transparently.

You can pay with your decentralised wallet at all participating partners with all common stablecoins and over 100,000 other cryptocurrencies. You can use TokenPay on 7+ different blockchains. If you have not found your cryptocurrency, please contact customer service directly at [email protected].

With your TokenPay account, you can also top up your credit with your bank account and use it to pay for your purchases.

If you have forgotten your password for your TokenPay account, you can reset it at any time. To do this, go to Log in private customers and then click on Forgotten password. Now please enter the e-mail address you used. You should receive an e-mail from us in the next few minutes with which you can reset your password. Please always reset your password to a strong and new password. 

If you have forgotten your password for your decentralised wallet, please click here. If you have forgotten your password for the email address you used to create a wallet, please click here.

Do you have a problem with a seller? Please try to contact your seller directly to clarify any dissatisfaction or to return the products. If you are unable to contact your seller or your contact has not produced the desired result, you can also contact our customer service team at [email protected]. In some cases, we can help you directly, and we will also be happy to provide you with general support in the situation. TokenPay also reserves the right to discontinue its software service offerings to sellers who have made several conspicuous offences.

It is not possible to cancel your payment directly afterwards via TokenPay. For everyone's security, payments are always booked directly between active credit balances via the decentralised booking system.

If you are not satisfied with your purchase, please contact your seller and cancel your purchase. The seller can refund the corresponding amount to the wallet you used via TokenPay.

If you are unable to contact your seller or you suspect that you are a victim of possible fraud, please contact our customer service team directly at [email protected]. We will be happy to provide you with the best possible support in the following steps.

The booking system used by TokenPay is completely decentralised. As a prerequisite for this decentralisation, neither TokenPay nor any other third party has any particular influence on your transaction. TokenPay cannot allocate, interrupt, divert or cancel your transaction. 

If you use an offer from a TokenPay partner for your transaction, the transaction will be processed centrally by the respective company. Your transaction will be processed in accordance with country-specific laws and the relevant regulations. If you have any problems or requests, you can contact TokenPay at [email protected]. TokenPay will endeavour to forward your request in the best possible way. 

If you have forgotten your password for your decentralised wallet or have changed your device / browser, you can enter ‘Add existing wallet’ in the login process of your wallet app. You can then enter your 12 words (secret recovery phrase) and have unrestricted access to your wallet again. If you have also forgotten or lost your 12 words, please check again very carefully. If you have actually lost your 12 words, you have unfortunately also lost access to your wallet and all associated funds. Neither we nor the wallet provider can help you with this. To prevent the loss of your wallet in the future, please create a secure wallet with your email address via your TokenPay account.

If you have forgotten your password for your TokenPay account please click here. If you have forgotten your password for the email address you used to create your wallet, please click here.

Have you forgotten your password for the email address you used to create a wallet via your TokenPay account? TokenPay creates your decentralised wallet in cooperation with its partner based on your email address. In order to be able to fully guarantee decentralisation, part of the unrecoverable code remains with you. This means that if you lose your email address, you will also lose access to your associated wallet and the corresponding funds.

Please try to contact your email provider as soon as possible to restore access to your email address.

If you have already tried this or the recovery does not work, please try to log in to your TokenPay account. If this works, please create a new wallet and transfer your full balance to your new wallet to secure your funds. If you can no longer log in to your TokenPay account, please contact our customer service directly at [email protected]. Please have your ID documents ready to verify yourself in the following process. Please note that TokenPay cannot always manually restore access to your account. Therefore, please choose a secure email address to create your wallet.

If data on your official ID document has changed, we ask you to inform us of these changes within 8 weeks. If you do not inform us of your changed data, you may be blocked by our partners during regular checks.

If other data, such as your email address or telephone number, has changed, you can change this in the settings of your TokenPay account. For emergencies or enquiries about certain payments or transactions, it is important that you always provide your current contact details.

With TokenPay you always pay directly with your wallet balance. Your payments may be cancelled for several reasons.

  1. Please check whether you have sufficient funds in your wallet; please also check whether the funds are in the correct account of your wallet. If there are insufficient funds, you will not be able to pay for your purchase.
  2. If you wanted to pay for your purchase with a small cryptocurrency, there may have been difficulties with the liquidation of the currency you used on the blockchain. Please contact customer service at [email protected] if you have any queries or for larger sales from this currency.
  3. If you had sufficient funds on your wallet and your selected currency was liquidatable, the error may also lie with the seller's target wallet or with TokenPay itself. In both cases, please contact us directly at [email protected] with your concerns.  

A KYC process is required to use many of the services offered by TokenPay partners. As part of the partnership, TokenPay requests the necessary data from you for its partners and handles the communication between you and the respective partner. By law, successful KYC procedures must be checked by default at certain times. In addition, certain transactions with certain partners are subject to additional verification procedures. This means that general or transaction-related questions may arise even after a successful KYC process. You can also use TokenPay itself completely decentralised without a KYC process and TokenPay partner.

TokenPay Cross Border & Remittance

Is my transaction secure?

TokenPay works with locally regulated banking partners for cross-border payments. These take over the local transfer to or from the bank account, specialised and controlled by local financial authorities. By working with local partners, TokenPay increases its expertise in the specific currency. As part of the partnership, all partners undertake to handle all transactions conscientiously and securely. TokenPay regularly checks the quality and diligence of its partners. Nevertheless, your payments via TokenPay itself are always booked completely decentrally via the blockchain. You therefore always confirm all actions that are actually carried out. Neither TokenPay nor any other third party has access to your wallet or your decentralised transaction. TokenPay always works to offer the highest possible security standards for your transactions.

Together with various partners, TokenPay also offers deposits for some currencies. Various local payment methods are available for this purpose. As a rule, the person making the deposit also needs a TokenPay account. Depending on your desired setting, you will receive your amount in US dollars or in euro credit on your wallet or in your account. You can then either send your balance to your desired recipient in another currency or pay it out to your bank account. 

TokenPay Cross Border is suitable for both small and large amounts. TokenPay offers you a higher service level for your transactions with TokenPay Premium for certain amounts. You can find out more about TokenPay Premium here. TokenPay is also happy to assist you with your transactions in general. Please note that there may be certain local restrictions for large amounts. If your target currency is a small currency area or legal restrictions are known in the target country, please contact TokenPay directly at [email protected]. We are also happy to help you personally in special cases within the scope of our possibilities.

Your actual transaction via the TokenPay booking systems only takes a few seconds. Your money is sent from your decentralised wallet to your recipient's wallet anywhere in the world within these seconds. The duration of your transaction is mainly determined by the bank working days required for your bank transfer. For payments up to a value of €100,000, you can also use real-time transfers. With a real-time transfer, your funds are credited within a few minutes and are ready for your international transaction. There may also be certain delays when transferring to the local bank account due to local restrictions, procedures or checks. All funds in your wallet are generally available 24/7 and can always be moved worldwide in a matter of seconds, even on public holidays or at weekends.

If you are in Europe and are a citizen of a European member state or have a residence permit, you can deposit money in euros using your bank account. You can choose between a traditional bank transfer and real-time transfers. With a transaction value of up to 100,000 euros, you can deposit your money into your wallet in the shortest possible time. 

If you are not in Europe, you can also use local payment networks for your deposit in some currency areas.

 

Neither your money nor your transactions are managed by TokenPay or third parties. TokenPay uses decentralised blockchain technology and you use a decentralised wallet to store and manage your funds. This means that you have full control. TokenPay offers you two basic options for your decentralised wallet:

If you already have your own wallet or would like to use an external provider, TokenPay offers you an interface for over 500+ different decentralised wallets in your TokenPay account. Please note that TokenPay does not have access to your wallet and cannot restore your wallet. Therefore, before topping up your wallet with funds, please check that you have securely stored your 12 words (secret recovery records).

Together with a partner, TokenPay also offers you the option of creating your own decentralised wallet with your email address. To do this, you can simply indicate in the setup that you do not yet have a wallet or click on ‘Create new wallet’ when connecting your wallet. When you create your wallet with your email address, your email will become your individual account. Therefore, please check whether you are using an email that only you have access to.

The TokenPay account is free of charge for you. Transaction fees and currency exchange costs are incurred for each transaction. How high the actual fee is depends largely on the currency you select and the TokenPay partners you use. TokenPay shows you all costs incurred transparently before your transaction. For example, the full cost of a transfer from a German bank account in euros to a Kenyan bank account in Kenyan shillings is 0.9%.

By the way, with this fee, TokenPay is the cheapest provider for transfers to Kenya.

When making an international transaction, you often use several currencies without realising it. Firstly, your euros are usually converted into US dollars and then into your chosen target currency. TokenPay usually uses US dollars for your international transfer to save you exchange rate fees. US dollars are more popular and more widely used worldwide than the euro. TokenPay uses a combination of all decentrally available exchanges for the exchange between euros and US dollars in order to always achieve the current actual exchange rate of the official exchanges for you. The respective TokenPay partners are generally responsible for the exchange into the target currency selected by you. In most cases, the exchange rates are based on the official exchange rates of the recognised exchanges or the government. Especially in smaller or more exotic currency areas, TokenPay partners can sometimes offer better exchange rates. TokenPay always shows you the exchange rate used for the respective currency before each transaction.

It is not possible to cancel your payment directly afterwards via TokenPay. For everyone's security, payments are always booked directly between active credit balances via the decentralised booking system. This is the only way to make transactions possible worldwide in a matter of seconds.

If you have sent an incorrect amount to the correct recipient, please contact your recipient directly and ask for the incorrect amount to be returned. In many cases, a refund is possible directly via TokenPay.

If you have sent money to the wrong recipient, please contact our customer service immediately at [email protected]. If you notice the error immediately after sending the transaction, there is a chance that the TokenPay partner has not yet posted the payment. If you only realise your error some time later, our customer service team will be happy to help you with further options and steps.

International standing orders are not possible with TokenPay. For security reasons and to avoid errors in transactions, you must initiate and confirm each transaction yourself.

A KYC process is required to use many of the services offered by TokenPay partners. As part of the partnership, TokenPay requests the necessary data from you for its partners and handles the communication between you and the respective partner. In addition, certain transactions with certain partners undergo additional verification procedures. In most cases, this involves providing proof of the origin of the money. As long as you can provide all proofs correctly, nothing stands in the way of your transaction or payout. TokenPay will be happy to support you with specific questions or challenges with a TokenPay partner. Please contact our customer service team directly at [email protected].

In many cases, you can send money directly to your recipient's bank account via the TokenPay partners without your recipient needing a TokenPay account. For some currencies, however, it may be necessary for your recipient to create a TokenPay account and initiate the payout themselves. To return or receive money from currency areas other than the euro, the sender usually needs a TokenPay account. If you have specific questions about the options for your selected currency, please contact our customer service at [email protected].

TokenPay Cross Network

Do I need a TokenPay account for TokenPay Cross Network?

You do not need a TokenPay account, you can find both the TokenPay Exchange and the Bridging Service publicly here and use them without providing any further data. The TokenPay account is free of charge. You need a TokenPay account if you want to use the TokenPay Cross Network Service in combination with your bank account.

TokenPay's strategy is to combine the security and cost advantages of decentralisation with the convenience and service advantages of the traditional world. Your purchases and sales of cryptocurrencies are completely decentralised, making them more secure and cheaper. With your TokenPay account, you also have the full service convenience of TokenPay customer service at your disposal, as well as your own decentralised but simple wallet. 

Thanks to the actual decentralised purchase, you then also own the actual asset and can send it to other decentralised wallets or sell it again in seconds free of charge. Together with your TokenPay account, you can deposit the funds used for this directly from your bank account.  

TokenPay is completely open and free for you to use. You can of course also sell assets that you bought some time ago via TokenPay Exchange. In addition, you can also connect over 500+ different decentralised wallets to TokenPay Exchange. This also applies to your TokenPay account and the associated payouts. Please note that taxes may be due on the sale of cryptocurrencies. As a rule, sales of cryptocurrencies that you have held for more than one year are tax-free. Please consult your tax advisor for an accurate assessment of your tax situation.

TokenPay offers you all available decentralised exchanges bundled in one interface. You can buy and sell over 100,000+ cryptocurrencies with the usual convenience and simple processes. For transactions ranging from Ether to USDC to Pepe, TokenPay customer service is always available to answer your questions. TokenPay always uses the original smart contracts on the blockchain for your transactions. TokenPay passes on 100% of the fees for these smart contracts to you without any additional surcharges. An additional fee of 0.4% is charged for the provision of the user-friendly interfaces and customer service. This is also paid on a decentralised basis.

TokenPay Exchange always uses the original smart contracts on the blockchain and the current real-time exchange rates without a premium. For large amounts, there may be difficulties with liquidity, especially for smaller currencies. TokenPay may request external market maker partners for some currencies to provide you with a stable exchange rate. Please note that taxes may apply when selling cryptocurrencies, please ask your tax advisor for an accurate assessment. 

TokenPay offers you over 7 available blockchains bundled in one interface. You can move common stablecoins securely, easily and quickly between all available blockchains with new convenience and simple processes. TokenPay always uses partners based on verified smart contracts on the blockchain for your transactions. TokenPay passes on 100% of the fees for these smart contracts to you without any additional surcharges.

Your transactions only take a few seconds. When changing blockchains, transaction times may be slightly longer; depending on the amounts to be changed, your transaction may take up to 2 minutes.

If you are in Europe and are a citizen of a European member state or have a residence permit, you can deposit money in euros using your bank account. You can choose between a classic bank transfer and real-time transfers. You can deposit up to 100,000 euros to your wallet in the shortest possible time via real-time transfer. Deposits can be made both to your own decentralized wallet and to your decentralized TokenPay wallet. Translated with DeepL.com (free version)

If you are not in Europe, you can also use local payment networks for your deposit in some currency areas.

If you are located in Europe and are a citizen of a European member state or have a residence permit, you can withdraw your wallet balance in euros to your bank account. With TokenPay, you can sell your cryptocurrency decentrally beforehand and then initiate the payout. The duration depends in particular on the payout partner and the bank working days. Payouts work both from your own decentralized wallet and from your decentralized TokenPay wallet. Please note that taxes may apply when selling cryptocurrencies. As a rule, these do not apply if you have held the cryptocurrency for more than one year. For an exact assessment of your tax situation, please contact your tax advisor.

If you are not in Europe, you can also use local payment networks for your payout in some currency areas.

TokenPay Exchange has no limits on the amounts used. There are also no restrictions on deposits or withdrawals. Liquidity problems may occur with smaller currencies or at unfavorable times. In some cases, TokenPay can fall back on market maker partners to keep the exchange rate stable for you. With TokenPay Premium, TokenPay is also happy to assist you personally with your concerns for certain amounts. You can find out more about TokenPay Premium here.

TokenPay Exchange offers you complete flexibility. You can buy or sell exactly the position size you want to buy or sell. In many cases, you can also buy a share of a cryptocurrency decentrally in the decimal range. 

TokenPay Exchange is based on the fully decentralized booking system of TokenPay. Therefore, if you use TokenPay Exchange without a TokenPay account, TokenPay will not know your name, wallet address or any other information about you. If you use TokenPay Exchange from your TokenPay account with the use of TokenPay partners, your identity has been verified through a KYC process and stored according to the highest security standards and transmitted to the TokenPay partners. TokenPay itself does not report incoming or outgoing money to any authority or sell this data to third parties. However, TokenPay partners and your bank may ask transaction-related questions and will also submit the corresponding reports to the relevant authorities. TokenPay will also inform you of this and, if available, will provide you with the necessary documents if you need to make a report to the relevant authorities (such as the reporting department of the German Bundesbank). TokenPay also expressly recommends that you make a proper and truthful report to all relevant authorities in all cases. 

Didn't find what you were looking for? Contact us directly at [email protected].

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