Frequently Asked Questions

General questions

We respond to some of your frequently asked platform-related questions. Please get in touch with us if you have any questions that aren't discussed here.

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• How do i verify my identity

  Swiss Options uses identity verification to comply with Know Your Customer (KYC) laws. KYC is a method of identifying and verifying that a customer is who they say they are. This is a multi-step process to prevent unauthorized account creation and use.

• What is two-factor authentication?

  Swiss Options offers two-factor authentication (2FA) or multi-factor authentication, in addition to username and password as an additional layer of security. If 2-factor Verification is enabled on your account, you'll need to enter your username and password, as well as a unique verification code sent to your mobile phone.

• How do I add a payment method when buying cryptocurrencies?

  Select menu Select the asset you want to purchase. Select Add payment method. (If you've already linked a payment method, tap the payment method to open this option.) Depending on the type of payment method linked, follow the instructions to complete verification. Note that when you link your bank account, your bank account details are never sent to Swiss Options. For more information on how to protect your bank account information, please visit our help page. For more information on how Swiss Options uses your linked bank account, please see the Swiss Options User Agreement and the Swiss Options Privacy Policy.

• Can I cancel a cryptocurrency transaction?

  A transaction cannot be canceled or modified once initiated due to the nature of digital currency protocols. This allows merchants to accept digital currency without the risk of chargebacks. Therefore, users should be careful when sending funds, as the transaction cannot be reversed unless the recipient asks for a refund.

• Why is my transactions pending?

  Incoming transactions appear in your account almost immediately, but are shown as "pending" until sufficient network confirmation is obtained. Once the transaction is confirmed, it will show as "Complete". This means that the transaction cannot be reversed and the funds cannot be withdrawn.

• Common causes of unconfirmed transactions

  Small transfers with insufficient fees: All Bitcoin transactions require a miner fee that must be verified by the Bitcoin network. When sending bitcoin, you will be asked to add a miner fee to ensure the transaction is confirmed. Transactions may not be confirmed if insufficient fees are included. If you spend the same coin twice: If two transactions attempt to spend the same coin, one of them will not be confirmed by the network. Transactions generated by Swiss Options generally do not allow this to happen, as the backend system is designed to prevent it. Spend Unverified Coins: If you try to spend coins that are still pending in your account, no transaction will be generated until the coins are confirmed. High network volume: In some cases, large amounts of digital currency are sent around the world, resulting in more transactions than there is room for with each new block.

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Technological issues

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• Why am I unable to log into my account?

  If you’re unable to log in, please ensure you’re using the correct username and password. Also, check if the Caps Lock is on and ensure you’re using the latest version of your web browser. If issues persist, try clearing your browser cache or contact support for assistance.

• Why is my transaction not showing up immediately?

  Online banking transactions may take a few minutes to process due to system updates. If a transaction is not showing up, wait for a few minutes and refresh your browser. You may also check your email or transaction history for a confirmation. Contact support if the issue continues.

• How can I recover my account if I forgot my password?

  To recover your password, click on the “Forgot Password” link on the login page. You’ll receive an email with instructions to reset your password. Ensure you’re using the registered email address, and check your spam folder if you don’t see the email.

• Why am I experiencing delays in loading the app?

  Delays in app loading could be due to internet connectivity issues or high server traffic. Ensure your internet connection is stable and try restarting the app. If the issue persists, contact our support team for further assistance.

• Is online banking safe on mobile devices?

  Yes, we use advanced encryption and security protocols to protect your data on mobile devices. We recommend setting up biometric security, such as fingerprint or facial recognition, for added protection, and avoiding public Wi-Fi for banking transactions.

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Financial issues

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• Why was my transaction declined?

  A transaction can be declined for various reasons, such as insufficient funds, reaching your daily transaction limit, or suspicious activity detected on your account. Please check your account balance, verify transaction limits, and review any alerts from our security team.

• How long does it take for funds to transfer between accounts?

  Transfer times can vary depending on the type of transfer. Domestic transfers typically complete within a few minutes to a few hours. International transfers may take 1–5 business days due to additional processing and verification requirements. Please refer to our Transfer FAQs for specific timing.

• What should I do if I notice unauthorized transactions?

  If you see an unauthorized transaction, contact us immediately through our customer support. We will initiate an investigation and, if needed, freeze your account to prevent further unauthorized transactions. Additionally, change your password and review your account for other unusual activity.

• What fees are associated with my account?

  Account fees vary based on the type of account and transactions you perform. Common fees include monthly maintenance fees, transfer fees, and international transaction fees. For a complete list of fees, visit our Fee Schedule page or contact our support team for details.

• How do I dispute a charge on my account?

  If you believe there is an error or unauthorized charge on your account, contact us within 60 days of the transaction date. We’ll help you review the transaction and file a dispute, if necessary. Please have relevant information ready, such as transaction details and receipts.

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