How can we help you?

The review of your submission usually takes up to 1-2 business days. 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 2 working days, please check your inbox and log into the app to check for any pending document requests.

Related articles:

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@icard.com, 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 response, we’ll send you a request to take a selfie in the iCard 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.

As a regulated financial institution, we need to protect all our users and at the same time comply with strict rules and regulations. If your account is locked, it usually means that we require additional information, or need to conduct important security checks.

Your account may be restricted due to one of the following reasons:

• We need to perform additional checks related to your recent transactions;
• We have detected unusual activity;
• Your document has expired and you have not updated it; 
• We have a reason to suspect a violation of the Legal Agreement for iCard personal account.

In such cases, you may be asked to:

• Give more information and/or documents for some of your transactions;
• Explain details about your recent activity;
• Submit additional documents to verify and/or update your personal data;
• Update your ID document or residence permit, if some of these documents have expired.

If your account is locked, you should have received more information at your registered e-mail. However, if you haven’t received any instructions, please check your ‘Spam’ folder first or contact our Customer Support Team, so we can assist you accordingly.

To speed up the process, we kindly advise you to follow the instructions that you were given. Answer all the questions that you were asked as detailed as possible and in case you were asked for supporting documentation, send it to us promptly.

Keep in mind that each case takes a different time to be reviewed by our team. We strive to check all the information as soon as possible, but we can’t provide you with an exact timeframe.

The processing time depends on the type of the transfer:

• Transfers in EUR – regular SEPA transfers usually take up to 1-2 business days to arrive. If the sending bank supports SEPA Instant Credit transfers and the transfer is sent as instant, the funds will be processed and sent in 10 seconds.
• Transfers in BGN – such transfers usually take 1 business day to arrive. If the transfer has been sent before 1:00 PM (UTC +02:00) on a business day, it’ll be processed on the same day. Instant bank transfers (blink) are available in case the sending bank supports them.
• International transfers – all transfers in other currencies or from countries outside EEA are usually received in 3-5 business days.

If your bank transfer is taking longer than the defined time frame, you may first check in with your bank to see if the transfer was executed, or if it was stopped for additional checks. 

In case it’s already executed, contact us to make an additional check. Before doing so, please prepare a payment order for the transfer, as well as all details about the transfer (sender, IBAN, amount, currency).