If your question relates directly to your profile, please log in and contact us from your profile as a logged in user. This will allow us to deal with your enquiry faster.
When will I see the deposit in my account? + –
Your deposit is processed within 2 business days. You will be notified by email when your deposit has been credited to your profile. You can see the status of your deposit in your Fumbi account overview. If you have sent your deposit over the weekend or on a holiday, it may take longer for the deposit to be credited as the bank only sends funds on weekdays.
Do I have to go to the bank in person? + –
No, you can also enter a transfer order via internet/mobile banking. Alternatively, you can choose to pay by VISA card.
What is my Fumbi ID? + –
This is the registration number under which we register you as our client. It is essential for the verification and correct processing of your deposit. You can find it in your profile under My account and personal data.
I didn’t enter my Fumbi ID. How should I proceed? + –
If the name of the bank account holder matches the name of the Fumbi account holder, we will process the deposit. If this condition is not met, please contact us via the contact form in the CONTACT section of our website from your login email address, briefly stating what has happened. At the same time, we ask you to attach a payment receipt as an attachment, which will indicate the bank account number from which you sent the deposit, the name of the owner of the bank account in question, the recipient’s bank account number, the amount and the date of the transfer. We will deal with your problem as soon as possible.
Where do I put my Fumbi ID? + –
Please add your Fumbi ID as a variable symbol, payment reference, payer reference, identifier or as a note for the payee with each payment. If possible, enter your Fumbi ID in all fields that allow it. Thank you.
What if I have made a deposit from an account that is not in my name? + –
If the name of the owner of the bank account does not match the name of the owner of the Fumbi account, we kindly ask you to contact us via the contact form in the CONTACT section of our website from your login email address, and to provide proof of the right of disposal of the account from which you have made the deposit. For legislative reasons, we cannot process a deposit that has come from a bank account in the name of another person. If you have a right of disposal for the account in question, you only need to send us a confirmation, whether it is a screenshot (one photo) from internet banking or an extract of the bank account agreement, which shows your name, the number of the bank account in question and must make it clear that you have the right to use this account. In this case, we will process the deposit after verifying the right of disposal. If you cannot provide proof of the right of disposal, we will have to return the deposit to the account from which it came. However, we will be happy for you to return the deposit to us from a bank account in your name.
What should I do if I have made a deposit by mistake? –
If you have entered a deposit in your profile but have not entered a transfer order, everything is fine. We do not have access to your bank account.
I cancelled the deposit, but the money left my bank account. Why? –
As we do not have access to your bank account, it is not possible to cancel a transfer order you have entered in your profile. If the payment has not yet been processed, it can be returned on request. Please contact us via the contact form in the CONTACT section of our website from your login email address to request a refund. However, we would like to advise you that this is a non-standard situation and a refund may no longer be possible if a cryptocurrency purchase has taken place.
I made a deposit, but the money didn’t leave my bank account. Why? –
If you have made a deposit in your profile but have not entered a transfer order with your bank, you have not actually made a deposit, you have only made a request. You need to make the deposit by wire transfer at your bank, or alternatively choose to pay by VISA card, as we do not have access to your bank account.
Can I make deposits from different bank accounts? –
If the bank accounts are in your name or you have a right of disposal over them, this is possible. If the name is not spelled the same on the accounts, (punctuation) it may happen that the payment will not be paired automatically. The withdrawal is then only sent to the account you have listed in your profile.
I made a deposit. What next? –
Once you have made a deposit into your Fumbi account, you can track the progress of your investment. Its value and return are updated every 15 minutes. You can make additional deposits. The Withdrawal is possible at any time. If you are interested in following the market and making decisions accordingly, we recommend coinmarketcap.com.
When will my funds arrive? + –
Your withdrawal will be processed by us within 2 working days. We will then send the payment to your bank account. It may take longer for your funds to be credited if the banks process the order in the afternoon or at the weekend. You should see the payment in your account within 3-4 business days.
Is it possible to make a partial withdrawal? + –
You can make a partial withdrawal if the value of your deposits has reached €500. The minimum withdrawal amount is €50. The minimum balance in the product from which you can make a partial withdrawal is also €50.
I made the withdrawal by mistake. Is it possible to cancel? + –
It is not possible to cancel a withdrawal, as the system is selling cryptocurrencies at the time the withdrawal is entered.
I didn’t enter an account number. Where will you send my funds? + –
Payment will be sent to the account from which the deposits came.
What is the cancellation of custody? + –
This is the transfer of cryptocurrencies to public client addresses. Your account will be locked once the custody is cancelled and cannot be used again in the future.
What is the difference between withdrawal and cancellation of custody? + –
Withdrawals are made in euros. Custody cancellation is the transfer of the client’s cryptocurrencies to the public addresses specified by the client. In case of withdrawal, the account is not cancelled and can be used in the future. If the custody is cancelled, the account will be locked and no further use of the account will be possible.
Is it only possible to transfer just some cryptocurrencies? + –
Only all cryptocurrencies in the portfolio can be transferred when the custody is cancelled, not just one or a few cryptocurrencies of your choice.
I have an account with you and I need to transfer cryptocurrencies. Is this possible? + –
The transfer of cryptocurrencies to your wallet is possible by cancelling the custody. It is only possible to transfer all cryptocurrencies in your portfolio, not just one or a few cryptocurrencies of your choice.
Is it possible to pay with the cryptocurrencies I have with you? + –
Payment with cryptocurrency is not possible as we do not act as a payment gateway. We would like to introduce such a service in the future.
I want to change my account number. How should I proceed? + –
To register a new bank account, you need to send a verification payment from your new, current bank account in the minimum amount of EUR 0.30 to the Fumbi Credits product: LT063080020000001282. Please enter your ID in the comment or as a message to the recipient. Once the payment has been verified and processed, your new bank account will be added to your profile, from which you can subsequently make new investments.
Where do I fill in the details about myself and my bank? + –
You can enter your and your bank’s details into the system by filling in the KYC form, which can be found in your profile under “My Account” by clicking on “Edit Details”. The authentication module will then guide you to upload the front and back of your ID and biometrically verify your face ( you need to authorise access to the camera). If you change your details once you have completed the form we ask you to contact us via the contact form in the CONTACT section of our website from your login email address and request us to make the change. Your form will be made available for you to upload new documents, on the basis of which we will change your personal details.If you request a change of bank account, we will send you further instructions.
Why do you need all the photos? + –
It is important for us to establish and verify the identity of each client. Since physical verification of identity is not possible, we have introduced electronic verification of the client’s identity, which also means verifying that it is the same person as on the identity document (ID card or passport).
How are my data and documents protected? + –
How long will you keep my data? + –
The obligation to archive the client’s data arises for us by law for a specified period. Currently, the time span is defined as 5 years.
If I make a withdrawal, will my account be cancelled? + –
The account is not cancelled after a withdrawal. As long as you have no funds in the account, it is free of charge and can be used in the future.
Can I open another account in addition to the one I already have? + –
Yes, it is possible for a client to have multiple accounts. A new (unique) email address is required to create a new account. It is not possible to open multiple accounts using one email address.
How do I change the account holder? + –
It is not possible to change the account holder.
How do I add a disponent? + –
It is not possible to add a disponent to your Fumbi account.
Forgot access to my account? What should I do? + –
If you have forgotten your password, click on “Reset Password” when you log in and follow the instructions.
How do I change my email? + –
To change your email address, please contact us via the contact form in the CONTACT section of our website from your login email address.
Where do I enter my phone number? + –
You can enter your phone number under “My Account” and “Security”.
How do I change my phone number? + –
In your profile, under “My Account” and “Security”, you will enter a new phone number. You will also need the original number to verify. If you no longer have access to your previous phone number, please contact us via the contact form in the CONTACT section of our site from your login email address.
I don’t have access to the old phone number. How should I proceed? + –
If you no longer have access to the previous phone number, please contact us via the contact form in the CONTACT section of our website from your login email address.
Why can’t I make a withdrawal for 3 days after changing my phone number? + –
This is a security setting to protect your deposit and account.
I want to cancel my account. How to proceed? + –
You must make a complete withdrawal and wait to receive it before cancelling the account. Then please send us a request to cancel your account via the contact form on our website under CONTACT from your login email address. Before cancelling your account, we recommend that you wait until early next year when you will have your tax return documents in your profile. We do not send these documents by post or email. As long as you have no funds in the account, there is no charge to maintain it. You can then ask us to cancel the account at any time. We will cancel your account within 2 months of your request. After cancellation, we are obliged to keep your data for the period specified by law (currently 5 years).
How long does it take to cancel an account? + –
We will cancel your account within 2 months of your request. Before cancelling your account, we recommend you wait until the beginning of next year, when you will have your tax return documents in your profile. We do not send these documents by post or email. As long as you have no funds in the account, there is no charge for maintaining it. You can then ask us to cancel the account at any time. After cancellation of the account, we are obliged to keep your data for the period specified by law (currently 5 years).
What happens to my data after I cancel my account? + –
We will archive your data for the period specified by law.
What is a referral? + –
This is about recommending Fumbi to your friends, acquaintances or family. You receive a reward for the referral, which is linked to the referral’s deposit or earnings.
How do I benefit from a referral? + –
If your friend registers using your code and makes a deposit, you will receive a reward of 7 % of their licence fee. Upon withdrawal, you will receive a reward of 7 % of our profit fee. Your acquaintance will receive a 7 % discount on the license fee.
What are the benefits of being referred? + –
Your friend will get 7 % discount on the license fee .
How do I know if someone has registered through my link? + –
In your profile under “Transactions” you will also see the rewards that are credited to your deposits. However, it is not possible to find out who has registered via your link as it is not possible to share client details.
I referred someone, but didn’t receive a reward. Why? + –
If your friend did not sign up through your link directly and immediately, the accounts have not been linked. Alternatively, the referral did not make a deposit. In this case, the reward cannot be granted.
How do I find out if a referral has registered? + –
It is not possible to find out who has registered. If you have referred someone and that person has made a deposit, a reward will appear in your transactions and will be added to your deposits.
What does current value mean? + –
The current value shows the total value of the investment account at the current time in local currency.
What is the yield? + –
The yield represents the appreciation of your investment, i.e. the difference in the value of your investment at the time of deposit and the current value – the addition to your investment. In your profile, you see the yield in local currency.
What is profit? Why is it lower than yield? + –
Profit is the return net of fees.
I’ve already made a withdrawal. The deposit indicator shows me a higher amount. Why? + –
The deposit record contains a summary of all deposits that have come into the Fumbi account. This data is not deleted.
Can you send me an account statement? + –
We do not send account statements. All transactions that you have in your profile serve as your account statement.
Why are the cryptocurrency values in the profile different than on other sites? + –
The most common reason is that on other sites, cryptocurrency prices are listed in USD. We list prices in Euros.
Where can I see the rate at which I bought cryptocurrencies? + –
For each transaction you have in your profile, you can view the cryptocurrency values when the transaction was processed and credited to your Fumbi account by clicking on “View Details”.
If you haven’t found the answer to your question among the FAQs, please don’t hesitate to write to us. Our local customer support team will be happy to help you with everything.