Usually your submission will be approved instantly, but in some case it could takes a few hours. If the details provided are sufficient enough to verify your identity, you'll receive a notification and your account will be updated.

Keep in mind that sometimes we may ask for additional documents and/or information that are mandatory to accept your application. In this case, you’ll be asked to upload extra documents as described in the e-mail sent from us.

In case your submission is under review for more than 1 working day, please check your inbox and log into the app to check for any pending document requests.

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Why do I need to present additional documents?

What can I provide as proof of address?

To change your phone number, please send us a request from your registered e-mail at support@wallet.cashterminal.eu, or start a live chat. You should provide us with the number that‘s currently linked to your account and the new one you wish to use. Then you’ll be asked to answer a few short questions so that we can be sure that the request was sent by you. Once we receive your answers, we’ll send you a request to take a selfie in the Cashterminal Wallet app in order to verify your identity.

Please note that during the process of changing your phone number, some of the functionalities in your wallet will be unavailable for security reasons.

Here you can find a list of all countries from/to which you can receive and send bank transfers. Please note that all transfers are subject to internal checks and additional information may be requested at any time.

The processing time depends on the type of transfer:

• Transfers in BGN – standard transfers usually take 1 business day. If the transfer was made before 13:00 on a business day, it will most likely be credited to your account the same day. If the sender's bank supports instant transfers (blink) and the transfer was executed as such, it will be processed within 10 seconds.
• Transfers in EUR – standard SEPA transfers usually take 1-2 business days. If the sender's bank supports instant SEPA transfers (SEPA Instant) and the transfer was made as such, it will be processed within 10 seconds.

If your transfer is taking longer than usual, we recommend contacting the sending bank to check its status. It may still be pending or stopped for additional checks.

If the transfer has been sent but you haven’t received it yet, please contact us so we can conduct an additional check. Please provide the payment order details, as well as all relevant transfer information (sender, IBAN, amount, currency).