What is an eWallet?
An eWallet allows you to store multiple credit card and bank account numbers in a secure environment, and eliminate the need to enter in account information when making your payment. Once you have registered and created a PPG eWallet account, you can make payments faster and with less typing. You will be able to perform pay-in and pay-out transactions from your eWallet, such as topping up and withdrawing from your eWallet, eWallet-to-eWallet transfers and bank transfers.
What are the benefits of an eWallet?
As we do not offer loans and credits, we do not perform any kind of credit history check. We issue the PPG eWallet account instantly to the customer once they have successfully signed up. However, there will be limits to the maximum transaction amount until your account has been verified. With a PPG eWallet, you can perform pay-in and pay-out transactions from your eWallet, such as topping up and withdrawing from your eWallet, eWallet-to-eWallet transfers and bank transfers.
How can I register for a PPG eWallet?
You can easily download and install the PPG eWallet app from the Apple App Store or Google Play. Once the mobile app is installed on your smartphone, you will be guided through registration and account set-up. During the registration, a confirmation code (OTP) will be sent to the phone number you have provided, which you will have to enter. That is why it is of great importance to provide valid contacts. All the requests are processed automatically.
How much does it cost to register for a PPG eWallet?
It is free of charge. All you need to do is to specify your phone number during registration.
Personal Details and Settings
What is a confirmation code?
A confirmation code is a unique code sent to the contact (mobile number) provided when registering. It is required to confirm that the contact details are valid. The final step you must make to register your PPG eWallet is to enter this code.
How can I change/ recover my eWallet password?
You will need to re-enter the mobile phone number that you used to register your eWallet. An SMS with an access code/ One-Time Password (OTP) will be sent to that number. You will then be asked to create a new pin code.
What if I change my mobile number?
If you are intentionally changing your mobile number, you will need to register the new eWallet and transfer all the money from the old eWallet into it by performing an eWallet-to- eWallet transfer. Transfers between PPG eWallets in the same currency are free of charge. For security reasons, you will not be able to re-register the new number to the old wallet online.
What are the verification levels?
There are two verification levels: verified and not verified. Your access to financial operations and limits on the operations depend on the verification level.
How can I verify my account?
In order to verify your account, you need to do the following within the PPG eWallet App:
1. Provide additional personal information about yourself (enter the details in the “My Profile” menu);
2. Upload 2 documents (Either “Take a Photo” or “Choose from Camera Roll” using your smartphone)
- Document confirming your identity
You can upload the following documents as such your passport or National ID card / ID document
- Document confirming your CURRENT residence address and delivery address*
The documents confirming your address can be:
- Utility bill (gas, electric, or landline phone bill. However, we cannot accept mobile phone bills)
- Tax bill
- Bank statement
- Apartment/house/room tenancy agreement certified by a stamp
*Your address cannot be a PO Box, as this will not be accepted. We must check both your ID document and your home address proof. Your proof of address must be dated within the last 3 months.
How long does it take to verify the documents?
The documents verification takes several working days (normally, no more than seven working days).
How will I learn about the documents verification status?
Once we verify the documents, your account status will be changed into “Verified” and we will send you a relevant notification to your registered mobile phone number. You will also be able to see your increased Limits at the “Account Fees, Rates & Limits” section under “My Profile”.
Account Status and Safety
Why do I have restricted access to financial operations?
Possible reasons for your account restrictions:
- Your account has not been verified, that is why the operations are partially unavailable to you.
- We have found suspicious activity in your account and have restricted access to operations for security reasons. In this case, we will contact you immediately to clarify the situation
- You have not provided your contact details
- The contact details that you have provided are being processed and you should wait for the verification results
Is the information shown in the PPG eWallet secure?
How can I close my account?
In order to close your account, you need to send the request to firstname.lastname@example.org from the email address that you have used to register with PPG. PPG may impose an account closing fee.
My account has been suspended. Why?
If we are unable to verify your account or there are other significant reasons that prevent our cooperation (for example, you already have an active account at PPG, or your account has been inactive for more than 6 months), we reserve the right to refuse to service your account on the basis of the PPG Terms and Conditions.
I'm suspicious that my login/password is known to third parties. What should I do?
Please inform us about any such occurrences by writing via e-mail to email@example.com as soon as possible.
Operations: Topping up and Withdrawing
How can I load/ top-up funds to my PPG eWallet?
We are constantly working on expanding the ways of loading funds to PPG eWallet accounts, offering convenient, fast and cost-effective solutions.
Currently PPG has the following top-up/ loading channels:
- From credit, debit and prepaid cards;
- Via bank transfer;
- Via China UnionPay
- Via eWallet-to-eWallet transfer
The access to each operation and its limits depend on the user’s verification level.
How can I load/ top-up my eWallet quickly?
How quickly the funds can be loaded depends on the eWallet top-up method. The time frames for your account to be credited with funds are as follows:
- A bank transfer: from 1 to 5 working days;
- A eWallet-to-eWallet transfer: instant;
- A load/ top-up from a credit, debit and prepaid cards: from several minutes, up to 3 days (depending on the card issuer);
- A load/ top-up from China UnionPay: 1 working day
How can I send/ withdraw funds from my PPG eWallet?
Currently PPG offers the following methods to send/ withdraw your funds:
- to a bank account;
- to a PPG prepaid card;
- to another PPG eWallet (eWallet-to-eWallet transfer)
The access to any given operation and its limits depend on the account status and type.
How soon will the funds be credited to a recipient?
How quickly the funds can be credited to a recipient account depends on the transfer method.
Below you can find the time frame for the funds to be credited to the recipient:
- A bank transfer: from 1 to 5 working days;
- A eWallet-to-eWallet transfer: instant;
- A transfer to a PPG prepaid card: instant
The transfer did not reach the recipient. What should I do?
If the funds did not reach the final recipient we recommend you to:
- check whether the payment has been returned to your account;
- make sure that the recipient’s details were entered correctly;
- contact the support team at firstname.lastname@example.org and indicate the transaction details, where the funds have not been received.
Can I request for a SWIFT Proof of Payment?
Yes, you can. PPG may impose a USD25 administration fee for each request.
Can I cancel a transaction?
For security reasons, transactions cannot be reversed. If a transaction was not authorised by you, you can dispute the transaction. In such situations, you should contact the support team at email@example.com as soon as possible. PPG also reserves the right to impose a chargeback and/ or administration fee.
Can I send money to someone who does not have a PPG eWallet?
Yes, you can. If the recipient’s mobile number is not registered with us, we will send an SMS to that mobile number with instructions on how to claim and receive the payment. A new eWallet will be automatically opened for this recipient, and the funds will be automatically credited into the eWallet, although it is not personalized yet. For security reasons, the funds cannot be returned to the sender once it has been sent to the recipient.
Transactions & Currencies
I have found a transaction that I have not made. What should I do?
If you have found a transaction that you have not made, please send a message to the support team at firstname.lastname@example.org immediately with the detailed information about the transaction (transactions), which you have not made. Do your best to provide the maximum details and your suspicions. It will make it easier for us to help you more quickly and efficiently.
In what currencies can I accept and send funds?
Currently PPG eWallet can hold up to 11 currencies: USD, GBP, EUR, CNY, HKD, JPY, AUD, NZD, SGD, CAD and CHF.
You can send funds from your eWallet in the indicated currencies only. Technically you can load/ top- up funds to your eWallet via bank transfer in any currency –the transfer amount will be converted in accordance with the exchange rate set by the bank on the date the payment is received. The exchange rate and fees will be indicated in the details of the credited transfer. When loading/ topping up funds to a card account, the transfer between you and the issuer of your card is made in your card currency, while the PPG eWallet load/ top-up will be executed in the currency chosen when generating the transaction.
What are the foreign exchange rates and fees?
You can learn about PPG Account Fees, Rates and Limits in the “Account Fees, Rates & Limits” section under “My Profile”.
Can I change the currency conversion date?
Yes, you can. PPG may impose a USD25 administration fee.
Account Fees, Rates & Limits
Where can I find the PPG account fees and rates?
You can learn about PPG Account Fees and Rates in the “Account Fees, Rates & Limits” section under “My Profile”.
What limits are set for my eWallet?
The limits set for your eWallet correspond to your account verification status. For unverified accounts, the maximum total account limit is USD500. Please refer the “Account Fees, Rates & Limits” section under “My Profile” for full details of unverified and verified accounts.
What transaction levels are there at for PPG eWallet?
The access to any given operation depends on a user’s verification level. Please check “Account Fees, Rates & Limits” section under “My Profile”.
How can I increase my eWallet limits?
The only way to increase the limits on your Wallet is to verify your account by uploading the required documents in “Documents & Verification” under the “My Profile” section in the App.