Faqs

In case of any questions or faced problems client can always reach our support team by writing message (and attach files) to your manager using web or mobile app.

Simetria team members can assist clients in English and other languages.

In case of losing password contact our support team via info@simetriapay.com. One of our managers will guide you with the process of recovering the account.

For your security reasons you have 2FA during logging in and creating payment. To log in into the system after entering login and password, you receive SMS – code on phone number (provided during onboarding).

Simetria Ltd is an Authorized Payment Institution (API) regulated by the FINTRAC, and therefore we are obliged to safeguard our clients' funds. Safeguarding is a distinct process from the Financial Services Compensation Scheme (FSCS) Protection, which is typically offered by financial institutions. The contrast between these two methods of client protection is explained as follows. In the event of insolvency, if you hold funds in an account eligible for FSCS protection, you would be entitled to a maximum payment of £85,000 from the FSCS, even if your loss exceeds this amount. For joint accounts, the maximum payment from the FSCS is £170,000. On the other hand, if your funds are held in a safeguarded account, you would be able to recover all of your funds, subject to any charges imposed by an insolvency practitioner for fund distribution. It is important to note that the administration process for distributing safeguarded funds may take longer compared to a claim under the FSCS.

We use two-factor authentication for logging in and for authorization of outgoing transactions.

You should open our mobile app, go to settings, and turn on 2FA (by entering login, password, and by receiving an SMS – code). Every time when you login and confirming a payment you will get a push notification with a message that is valid for 10 seconds.

In Simetria web/mobile portal you can see your last logins in the buttom of the page. You can also check details, like date, time, country and IP address of your last logins.

Opening account in Simetria is fast and simple process, go to web onboarding page and follow all steps.

Or use our mobile app (Android or iOS).

For private account it takes up to 3 working days.

For corporate account it takes up to 7 working days.

It is allowed not to attach all required documents during onboarding process.

After crosschecking client’s information, client will be asked to submit all required documents.

Note: account can be opened only after all required documents are provided.

Account cannot be opened for residents of the following list of countries:

AMERICAN SAMOA

ANGOLA

ANGUILLA

ANTARCTICA

ANTIGUA AND BARBUDA

ARUBA

BANGLADESH

BELIZE

BENIN

BOLIVIA

BOUVET ISLAND

BRITISH INDIAN OCEAN TERRITORY

BRITISH VIRGIN ISLANDS

BRUNEI

BURKINA FASO

BURMA / MYANMAR

BURUNDI

CAPE VERDE

CAYMAN ISLANDS

CENTRAL AFRICAN REPUBLIC

CHAD

CHRISTMAS ISLAND

COCOS (KEELING) ISLAND

COLOMBIA

COMOROS

CONGO

CONGO (DEMOCRATIC REPUBLIC OF)

COOK ISLANDS

COSTA RICA

DJIBOUTI

DOMINICA

DOMINICAN REPUBLIC

ECUADOR

EL SALVADOR

EQUATORIAL GUINEA

ERITREA

ETHIOPIA

FEDERAL REPUBLIC OF SOMALIA

FIJI

FRENCH POLYNESIA

FRENCH SOUTHERN TERRITORIES

GABON

GAMBIA

GAZA STRIP.

GRENADA

GUAM

GUATEMALA

GUINEA

GUINEA BISSAU

GUYANA

HAITI

HEARD & MCDONALDS ISLANDS

HONDURAS

IVORY COAST

KIRIBATI

KOSOVO

KYRGYZSTAN

LAO PEOPLE’S DEMOCRATIC REP. / LAOS

LAOS/LAO PEOPLE’S DEMOCRATIC REP.

LEBANON

LESOTHO

LIBERIA

LIBYA

MACAU

MADAGASCAR

MALAWI

MALDIVES

MALI

MARSHALL ISLANDS

MAURITANIA

MAURITIUS

MAYOTTE

MICRONESIA

MONTSERRAT

MOZAMBIQUE

NAMIBIA

NAURU

NEPAL

NEW CALEDONIA

NIGER

NIGERIA

NIUE

NORFOLK ISLAND

NORTHERN MARIANA ISLANDS

PALESTINIAN TERRITORY,OCCUPIED

PAPUA NEW GUINEA

PITCAIRN

PUERTO RICO

RWANDA

S. GEORGIA & S. SANDWICH ISL

SAINT BARTHELEMY

SAINT KITTS AND NEVIS

SAO TOME AND PRINCIPE

SEYCHELLES

SIERRA LEONE

SOUTH SUDAN

SRI LANKA

ST PIERRE ET MIQUELON

ST. HELENA

ST. LUCIA

ST. VINCENT AND THE GRENADINES

SUDAN

SURINAM

SVALBARD AND JAN MAYEN

SWAZILAND

TAJIKISTAN

TIMOR-LESTE

TOGO

TOKELAU ISLAND

TONGA

TRISTAN DA CUNGHA

TURKMENISTAN

TURKS & CAICOS ISLANDS

TUVALU

US MINOR OUTLYING ISLANDS

US VIRGIN ISLANDS

USA

VATICAN CITY STATE

VENEZUELA

VIETNAM

WALLIS AND FUTUNA

WESTERN SAHARA

ZAMBIA

Simetria issues plastic payment cards to all clients with residence in EU.

To order card go to cards module (web or mobile app).

Select “Order card”.

Choose currency.

Enter delivery address details.

Choose delivery type.

Waiting time depends on your residence country. Usually waiting time takes 3 – 10 working days.

Card activation is available via web or mobile app. Go to card module and push activation button.

Card blocking is available via web and mobile app. Go to card module and push “block” button.

Most probable reason might be that you forgot to activate the card and top-up the card. Do not forget that in order to use a card you need to preload it first.