Frequently Asked Questions

The app is available on iOS mobile devices (iPhone, iPad), Android devices (Samsung, Sony, Nokia, etc.) and HarmonyOS devices (Huawei). You can install it from the Huawei AppGallery by searching for “LIRAPAY”.

You can either search for “LIRAPAY” in the App Store, Google Play or Huawei AppGallery, or go to www.lirapay.io and use the “Try LIRAPAY today” button to be redirected to the store. Once installed, open the app and follow the instructions to create an account.

No, accounts can only be created through the mobile app. Using a smartphone also makes it easier to upload high-quality photos for your identity verification.

After downloading the app, open it and tap “Get started”, then follow the steps to create your account.

To create an account you need an email address, a phone number and a password. To order a card afterwards, you’ll also need a valid ID or passport and a proof of address to complete identity verification.

Open the app and tap “Sign in”, then follow the steps to access your account.

KYC stands for “Know Your Customer” — a set of guidelines and regulations in financial services that require us to verify the identity, suitability and risk of anyone we open an account for.

As a financial institution, we’re legally required to verify who you are before giving you access to LiraPay’s services. KYC helps us comply with Anti-Money Laundering and Counter-Terrorism Financing regulations, confirm your identity, assess risk and prevent fraud — protecting both you and LiraPay.

You’ll need to upload a picture of your ID or passport, take a live selfie, and provide a proof of address (a utility bill or bank statement no older than 3 months).

You must be at least 18 years old. The document must not be expired, damaged or unreadable, the photo must be clear with all details visible, and your profile details must match the document. We don’t accept photos of screens, copies, scans, or a Driver’s Licence as an identity document.

The most common reasons are low-quality photos (too dark, blurry or partially obscured), a document that isn’t on our accepted list, a document that’s expired or expiring within 3 months, or an incomplete verification session.

Unfortunately, a failed KYC process cannot be repeated. If you believe there was a system error, contact our team at hello@lirapay.io and an agent will guide you.

Documents such as a Visit/Tourist/Schengen Visa, Public Service Card, Age Card or Photo Card cannot be used to verify your identity, among others.

First, confirm the email or phone number on your account is correct, and check your spam/junk folder for the email. If you’re expecting an SMS, make sure your number is correctly formatted and your device has signal. If the code still doesn’t arrive, email hello@lirapay.io.

Tap “Forgot your password?” on the sign-in screen, enter the email or phone number linked to your account, enter the code you receive, then set and confirm your new password.

Open the app, go to Menu › Security › Change application access code, fill in the required fields and tap “Change Code” to confirm.

Open the Menu (top-right), go to “Logout” and confirm the action.

Accounts can be blocked temporarily due to suspicious activity, and we may request additional documents to confirm your identity or the source of funds. This can take a day or more to resolve. Contact us through the app, website or email and our team will help.

Block your card immediately, either in the app (Card icon › Block Card) or on our website via the “Report Lost Card” button, then contact our support team so we can help secure your account.

Yes. Go to Menu › Profile, tap your profile picture, and choose to take a new photo or select one from your gallery.

Go to “My Cards”, tap “+ Add New Card”, choose between a virtual or physical card and select your currency. If it’s your first card, you’ll go through the KYC process first.

Yes — you can have a virtual and a physical card for each of LiraPay’s four supported currencies: EUR, USD, GBP and RON.

A virtual card works just like a plastic Visa or Mastercard debit card, but without a physical form — it has its own card number, CVC and expiry date. It’s a great way to shop online, manage subscriptions and keep your main card details private.

Permanently block the card in the app, generate a new one, then contact hello@lirapay.io so we can help you recover any remaining funds.

Go to “My Cards”, tap “Block Card”, choose whether to block it temporarily or permanently, and submit your request — it takes effect immediately.

Go to “My Cards”, scroll to your physical card, and tap “View PIN” underneath it.

Tap & Pay lets you make contactless payments directly with your phone at any terminal that accepts Visa or Mastercard, as long as your device supports NFC. Add your LiraPay card to Apple Wallet (iPhone), Google Pay (Android) or Huawei Wallet, depending on your device.

Yes, both your virtual and physical LiraPay cards can be added to Apple Wallet and Google Pay.

You can send free, instant P2P transfers to other LiraPay users, send money to any personal Visa or Mastercard card via Visa Direct or Mastercard MoneySend, and send or receive bank transfers in EUR, GBP and RON (SEPA) or USD (SWIFT).

If the recipient is a LiraPay user, select them from your contact list or scan their QR code, choose the amount and currency, and confirm. If they’re not a LiraPay user, you can make a bank transfer using their name and IBAN.

Go to “Cards”, choose the card you want to load, select “Add Money” then “Bank Transfer” — your IBAN, BIC and other transfer details are shown there.

P2P transfers between LiraPay users usually arrive within minutes. Local (SEPA) bank transfers typically take 1–3 working days, and SWIFT transfers outside the EEA typically take 1–5 working days.

Go to “My Cards” and tap “Add Funds”, then choose to top up by bank transfer, from another of your LiraPay cards, by requesting funds from another LiraPay user, or from an external card.

Your QR Code is a unique code tied to your LiraPay account, found under your name in the Profile section. Other LiraPay users can scan it to send you money anonymously — handy if you’re not saved in each other’s contacts.

Common causes include insufficient balance, transaction limits, an inactive/expired/blocked card, an incorrect authentication code, or a timed-out session. Try the transfer again, and if it still fails, contact hello@lirapay.io with the transaction details.

Your Account Statement lists all financial operations over a chosen period, along with the opening and closing balance. To generate one, open the Payment Center, choose the account, and select “Ask for a Statement”. Only the account holder can request it.

You can’t have multiple separate accounts, but you can generate virtual and physical cards in each of the four supported currencies: EUR, USD, GBP and RON.

Send us an email at hello@lirapay.io from the address linked to your account, stating what you’d like to update. If you no longer have access to that email, write to us from your new address and our team will help verify you.

Yes. Your LiraPay cards work for shopping and payments anywhere Visa or Mastercard is accepted, and you can send or receive bank transfers to and from most countries outside the EEA.

Yes — go to “My Cards”, select the currencies you want to exchange between, and confirm your request.

A document confirming your residential address, required as part of the KYC process. We accept a utility bill or bank statement, as long as it’s no older than 3 months.

Our full, up-to-date Fees & Limits page lists every transaction limit and fee that applies to your account and cards, by currency.

Yes, a small fee applies to ATM withdrawals, and it varies by transaction type. See the Fees & Limits page for exact amounts.

Card replacement is a one-time fee — see the Fees & Limits page for the exact amount in your card’s currency.

The minimum transfer amount is one currency unit — for example 1 EUR, 1 GBP, 1 USD, or 5 RON.

You can reach us through the app (Menu › Help), through our website contact form, or by emailing hello@lirapay.io.

Use the same channels as general support — the app, our website, or hello@lirapay.io — and let us know the details as soon as you notice anything unusual.

To use LiraPay’s services, you need to be a permanent resident of a country in the European Economic Area (EEA). If you’re outside the EEA, you can still download the app and may find a suitable offer through one of our partners.

Check that your card is active, not expired or blocked, and that you have sufficient balance and haven’t reached a transaction limit. Try again, and if it still fails, contact hello@lirapay.io.