BnkPro FAQ

Do you have questions about BnkPro? Check our FAQs below for the answers, or contact our support team if you need additional assistance.

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  • BnkPro Account
    • How can I edit my account information?
    • How can I register for a BnkPro account?
    • What are the requirements to open an account?
    • How can I order a BnkPro card?
    • What if I forget my account password?
    • How do I verify my ID?
    • How can I change my password?
    • What countries do you provide services to?
    • How can I enable/disable push notifications?
    • How can I close my account?
    • How can I refer friends to BnkPro?
  • E-Money Services
  • Investing
  • Safety & Security

How can I edit my account information?

You will be unable to edit any personal information such as email address, residential address, or phone number via the App. In order to update any of your personal information please contact our Support team who will be able to assist you with making any changes.

Please note that additional documentation or verification may be required before any changes can be made.

How can I register for a BnkPro account?

To register for a BnkPro account, simply download our app (for iOS or Android) and click on 'Open an account'. To gain access to all features, you will need to complete some information about you, your residential address, your economic profile and upload an ID document for verification. You will receive a notification and email confirmation as soon as your account is activated.

What are the requirements to open an account?

You can register via our app simply by answering some questions relating to your residence and other personal and financial information, and we will require proof of identity which can be an official document such as International Passport, Drivers Licence or National ID card. We use enhanced digital onboarding, allowing you to quickly take an image of your ID, along with a selfie, for fast verification. Currently our service is open to UK residents.

How can I order a BnkPro card?

Once you have registered an account with BnkPro, you will be asked to select your Pro card currency and will see the option 'Order Now' in your main cards list. You then need to enter and confirm a custom PIN, confirm your residential address and select your delivery method.

Pre-Order your card now with free standard delivery and receive your card end of August 2021; once sent, your Pro card will usually be with you within 5 working days.

What if I forget my account password?

If you have forgotten your password, please click on 'forgot your password?' link on the app sign in screen. You can then enter your registered email address and an email will be sent for you to reset the password.

How do I verify my ID?

We use digital onboarding meaning you will simply be prompted to take a clear image of your photo ID, along with a selfie. You will be asked to do this during registration, or you can verify your ID later by following the notification to complete your registration.

How can I change my password?

To change your password, please log into the app, click on the 'More' menu and then 'Security' and you will see the option to 'change password'.

What countries do you provide services to?

BnkPro is currently available to residents of the United Kingdom. However, our vision is to capitalise on our existing experience and expertise in financial services to the UK and also the European mass affluent market through our authorised entities. If you are outside of the UK and wish to open a BnkPro account, please contact us at support@bnkpro.com and we will let you know as soon as our service is available in your country.

How can I enable/disable push notifications?

As default you will receive transactional notifications from the App. You can enable or disable these from the 'More' menu in the app under 'Notification Settings'.

How can I close my account?

Should you wish to close your BnkPro account for any reason, please contact us directly via email. Please ensure you do not have any remaining balances before proceeding to close the account. If you have any feedback regarding why you wish to close the account, or if there is something we can help with, our support team are always there to assist.

How can I refer friends to BnkPro?

Yes! You can invite friends to join BnkPro, click on the 'More' to take you to the settings menu and then click on the 'invite friends' option and select the contacts you wish to invite.

What currencies can I open an account in?

As default your card & virtual card will be issued currency of your residential country. So if you are residing in the UK, your card will be issued in GBP currency. However, our multi-currency digital wallet allows you to connect to multiple currency accounts. Currency accounts are available in the currencies above, as well as AUD, CHF, DKK, HKD, JPY, MXN, NOK, PLN, SEK, SGD & TRY. This allows you to seamlessly exchange funds and spend like a local wherever you roam.

If I have multi-currency accounts, which one will be used for payments?

Our Multi-currency digital wallet allows you to spend in local currencies without the added inconvenience of painful exchange rates. If you have funds in a currency account and then make a payment or purchase with your card, funds will be automatically deducted from the specific currency account. If you don't have funds in that account, the payment will revert to your main card currency. For example, if your card is in GBP and you have funds in a EUR account, and attempt to make a purchase in Euro currency, it will be deducted from your EUR account, provided you have enough funds. If you do not have a EURO account or any funds in the euro account, the payment will be made in GBP, and the exchange rate provided will be the live interbank exchange rates.

What payment methods can I select?

We strive to use the fastest and most efficient payment method available to us depending on the combination of destination country and destination currency you select. The payment methods available are defined by the selection of Country and currencies, so by letting you as a client select the destination information, we can identify the best available payment method to facilitate your transfer.

How can I fund my account(s)?

You can top up an account via debit/credit card, bank wire, apple pay or google pay. To fund an account, tap on the cards tab inside the app and select the account you wish to fund. You then simply need to enter your payment details and complete the transaction. Deposits and withdrawals can be done only via the BnkPro Mobile app. The desktop version is solely to manage your investments.

What payment methods do you use?

We support a selected number of local payment methods and SWIFT payments for international payments. Our local payment methods include FPS for UK and SEPA for most EU and EEA countries

If you are sending Great British Pounds to the United Kingdom, the specific payment combination will be processed out using Faster Payments FPS.

Similarly, if you are sending a payment in Euros to a SEPA Country, the specific payment combination will be processed out using SEPA network.

All other combinations not mentioned above will be sent out using SWIFT processing. Cyprus, Malta and United kingdom are excluded for SEPA and EUR payments to these countries, so these are submitted through SWIFT for now.

How can I make an online transfer?

You can make online transfers globally in just a few taps via the 'pay & transfer' tab. Select whether you are sending to an individual or business and then 'add new beneficiary'. You will need to enter the country, currency, IBAN, routing number or SWIFT and beneficiary name. You also have an option to enter a reference note. Once you have confirmed the transfer, you will be able to download the swift copy receipt. Please ensure you have enough funds available in your sending account to make the transfer.

How long will it take for my payment to reach the destination?

For a payment to be processed from our providers side it usually takes between 10 minutes to 2 hours from when the payment is submitted within the cut off times for the specific currency you are sending. After the initial processing and the submission of the payment to the payment method used, it is expected to complete and reach the destination as per the below:

-Within the same day for local payments that are submitted within the cut-off times

-Next day for local payments that are submitted outside the cut-off times

-Next working day for SWIFT payments.

Keep in mind that while a payment may have a completed status on BnkPro's side, processing of the intermediate or destination bank may take longer than expected, and is outside of our control.

What are the cut-off times for sending payments?

The cut-off times for payments are based on the currency of the payment and the current configuration is as follows:

For Euro local payments (SEPA) : 14:00pm UK time

For Euro SWIFT payments (SWIFT): 14:30pm UK time

For GBP local payments (FPS) : 15:30pm UK time

For GBP SWIFT payments (SWIFT): 16:30pm UK time

For USD SWIFT payments (SWIFT): 16:30pm UK time

Payments submitted after the cut-off times will be processed on the next working day.

What will the recipient see when they receive a payment from me?

If based on your destination combination, the payment will be paid out using a local payment method such as FPS or SEPA, the information the destination institution and also the recipient will receive will be the name of our payment provider “The Currency Cloud”.
If based on your destination combination, the payment will be paid out using SWIFT, the destination institution will receive all the payer information as transmitted by us to the payment provider. It is up to the destination institution to decide what information, if any, it will disclose to the recipient.

Why might my transaction be declined?

There a number of reasons why a transaction may be declined, for example, insufficient funds, incorrect PIN or details entered, or a rejection from the merchant. You will be notified directly via push notification if any transfers pr payments are declined, along with the reason. In case you need any clarifications regarding a declined transaction, please contact our customer support team.

Can I set up a recurring payment or direct debit?

Yes, we make it easy to set up recurring payments, saving you time and hassle to make recurring payments to a frequent beneficiary. After you have set up a beneficiary and made a payment, you will see the option on the confirmation screen to 'repeat' the transaction. You can then specify the frequency and the amount of the repeat transfer. Please ensure that you have enough funds available in your account for each repeat payment.

Are there any fees for online transfers or payments?

We always aim to keep what we charge you to a minimum and we only apply what's necessary to be able to provide the best service possible. If a local payment method is used to pay out your transaction, such as FPS or SEPA, a fee of 1 (one) EUR GBP or USD will be applied, depending on the currency of the transaction. If international payment method is used to pay out your transaction, such as SWIFT, a flat fee of £7 will be applied. Bear in mind that if you are transferring to a beneficiary in different currency to your BnkPro account, an FX conversion will be applied where applicable. There are no fees for inbound transfers.

How can I transfer funds between my accounts?

You can transfer funds instantly between your accounts, by tapping 'all accounts' from the main app screen, and then the 'Exchange' button. Select the account you wish to transfer from and to. If the accounts are in different currencies, the live interbank FX rate and converted amount you will receive will be displayed prior to confirming the exchange.

Where can I find my IBAN and account details?

Your current account details can be found inside the app. From the main screen, select your account, tap on 'details', and your IBAN, BIC and other current account details will appear. You can Share or copy the information to clipboard to easily share it with others to receive payments.

What exchange rates do you use?

For FX currency conversions, we use live interbank exchange rates, meaning you wont lose out by paying additional fees or commissions when transferring or converting from one currency to another.

Can I send money directly to another BnkPro account holder?

Yes, you send funds instantly with 0 fees to any of your contacts with a BnkPro Account. In the 'Pay & Transfer' tab, you can tap on your contacts, and any contacts in your phone book that have a BnkPro account will be displayed to you. Tap on the contact you wish to send funds to, enter the amount and confirm. The recipient will be notified that a payment has been sent from you.

How can I send money to friends and family?

If your friends or family also have a BnkPro account, you can transfer directly to them via the app. Your phone contacts that use BnkPro will be visible in the beneficiaries. Alternatively, you can transfer to anyone in the world, you just need to enter the beneficiary's payment details.

How many currency accounts can I hold?

You can have one physical BnkPro Mastercard, and 1 virtual card. The virtual card can be connected to multiple currency accounts, allowing you to spend like a local in different currencies.

What ATMs can I use?

The BnkPro card can be used at any global ATM that accepts Mastercard.

How can I view my transaction history?

Tap on the arrow next to an account in the 'current accounts' list in the App, and you will see a list of transactions made on that account inbound and outbound. As default, recent transactions are shown, however, you are able to filter by date to view over a certain time period.

How can I exchange money?

You can exchange funds between your currency accounts at interbank exchange rates with no additional fees. To do so, tap on 'all accounts' from the main app screen, and select the account that you wish to exchange funds from. When you tap the 'exchange' button, you can select the currency account you wish to covert funds to, and enter the amount. The FX rate and converted amount you will receive will be displayed prior to confirming the exchange.

What currencies are available to exchange?

Our multi-currency digital wallet allows you to connect to multiple currency accounts. Currency accounts are available in GBP, USD, EUR, AUD, CHF, DKK, HKD, JPY, MXN, NOK, PLN, SEK, SGD & TRY. This allows you to seamlessly exchange funds between these accounts at live interbank exchange rates.

Are there any fees for exchanging funds?

There are no additional fees or commissions applied by BnkPro. We provide live interbank exchange rates, so you know you are getting the best rates possible without any hidden fees.

Are there any spending or withdrawal limits?

The default limits are as follows, but these are customisable according to your needs:
Daily cash limit = £1,800
Daily purchase limit = £8,975
Monthly cash limit =£44,850
Monthly purchase limit =£179,500
You can set up custom monthly spending and withdrawal limits directly within the app. To protect your funds, any transactions outside of these limits will be declined. You are also able to refresh your spending limits when needed through the 'card management' settings when you tap on your card inside the app.

How can I adjust my spending and withdrawal limits?

You can adjust & reset daily and monthly cash and purchase limits through the 'card management' settings option when you tap on your card. From here you can set limits as well as edit existing limits or reset limit. You will be asked to enter your passcode to authorise the change. To protect your funds, any transactions outside of these limits will be declined.

Will my beneficiaries be saved?

Yes, when you add a new beneficiary it will remain in your beneficiary transfer list unless deleted. You can delete a beneficiary by tapping on the name and selecting 'delete beneficiary'.

How many cards can I have?

You can request have one physical BnkPro Mastercard debit card, as well as a virtual card which can be linked to multiple currency accounts. This enables you to easily spend and purchase in different currencies, without having to use new card details.

What currency will my BnkPro Mastercard be in?

The BnkPro Mastercard is available in USD, EURO or GBP, however as default it will be issued in your local currency based on your country of residence. Once created, you are not able to change the currency of the physical card. However, you can also open a virtual card linked to several different currency accounts, so you are not limited to spending in only one currency.

How can I make a chargeback?

If you wish to dispute or report a transaction, please contact us directly at +44 (0) 203 0231 777 or support@bnkpro.com for assistance.

What do I do if my card is lost or stolen?

If your physical card is ever lost or stolen, you can immediately enable the card freezing function within the app and contact us at +44 (0) 203 0231 777 or support@bnkpro.com
The option to freeze card is available when you tap on 'Cards' inside the app.

How do I get my BnkPro Mastercard debit card?

Once you have registered an account with BnkPro, you will be asked to select your Pro card currency, and will see the option 'Order Now' in you main cards list. You then need to enter and confirm a custom PIN, confirm your residential address and select your delivery method. With free standard delivery, your Pro card should be with you usually within 5 working days.

Where will my card be delivered?

When you order your physical card, you will be asked to confirm the residential address provided when you opened the account.

What if I haven't received my card?

Please allow some time for delivery (usually around 5 working days). If you still have not received your card after this time, please contact us at support@bnkpro.com so we can check the order status for you.

How long will be BnkPro card be valid for?

The BnkPro Mastercard debit card will be valid for 5 years from the point of issue. You will be notified when your card is close to the expiry date and can order a replacement via the app.

How do I remove an account?

If you wish to remove a card, first navigate to cards list in the BnkPro app and swipe to the one you wish to remove. You will see the option to remove the card when you click on the 'More' menu. Before attempting to remove a card, please ensure it has no remaining balance, or transfer the remaining balance to another card.

What do I do if I entered the wrong pin code or CVV2 wrong 3 times?

If the wrong Pin code or cvv2 is entered incorrectly 3 times, the card will be frozen for security reasons. To unfreeze it, please log into the BnkPro app, tap on your card in the 'cards' tab and select 'PIN code and security'. You will then see the option to unlock PIN/CVV2

How can I fund an account directly?

To fund an account, please tap on the account of your choice in the app, and you will see the option to 'Fund'. Please select your preferred top up method from the list available and proceed to enter your payment details. You can top up via Card, Bank Transfer, Google Pay or Apple Pay.

How can I activate my physical card?

Once you receive your card, you simply need to activate it by using for the first time in an ATM, or making a purchase via chip and PIN. Once the card is activated with the PIN, it will be enabled for contactless payments.

How can I view my PIN number?

You will create your own PIN during the card order process, however if you have forgotten it, you can view it inside the app, by tapping on your plastic card and selecting 'View Pin' in the top right hand corner. You will be required to enter your BnkPro passcode first for security reasons.

How do I open an account for investing?

Stock Trading and Investing is offered by FxPro UK Ltd, authorised and regulated by the FCA as an investment firm and is fully integrated within the BnkPro app for convenience and ease of access to your portfolio. Simply tap the 'Invest' tab within the app and you will be prompted to apply for an FxPro UK account. You will then be able to fund the invest account using your BnkPro account(s) and take full advantage of BnkPro's complete offering.

What stocks can I invest in?

We offer thousands of stocks from various global exchanges that can be traded through a single invest account:
NASDAQ
NYSE - New York Stock Exchange
LSE - London Stock Exchange
Euronext (Paris, Amsterdam, Brussels, Lisbon
Deutsche Börse XETRA (Frankfurt)
With our extensive collection of Equities, you can develop your portfolio using real-time portfolio summary and performance analytics.

What fees are incurred when investing in stocks?

Our fees are extremely competitive with BnkPro charging 0.25% commission on the overall trade value for most exchanges. There may also be fees applicable from the exchange itself. You can find a comprehensive breakdown of all fees & commissions here: https://www.bnkpro.com/fees-and-commissions

How do you determine information displayed for each Stock, such as news, estimates and advanced filtering parameters?

The data for individual stocks is provided by Refinitiv, part of LSEG (London Stock Exchange Group). At BnkPro we ensure that all data is from reliable and renowned sources.

How can I see my portfolio performance?

You can monitor your portfolio performance from the Invest section in the app, or you can log into the Invest web trader application for a more detailed breakdown and analysis. Simply click on 'Portfolios' at the top of the Invest web platform. You can hover over any of the financial terms to see a description.

How can I fund my investment portfolio?

You can fund your investment portfolio via your BnkPro current account or virtual card account(s). To do so, please tap on the 'Invest' tab and then the 'deposit' button and select the account you wish to top-up from. If your portfolio is in a different currency to your funding account, an FX conversion will be applied that you can review before confirming the transfer.

How can I withdraw from my investment portfolio?

To withdraw funds from your investment portfolio, please tap on the 'Invest' tab and 'Portfolio' and there will be a 'withdrawal' button displayed. Enter the amount you wish to withdraw and select which of your accounts you wish to withdraw the funds to. If your portfolio is in a different currency to your current account, an FX conversion will be applied that you can review before confirming the transfer. Bear in mind that if you have open trades in the Invest account, you can only withdraw up to your 'available cash' amount.

Who is the custodian of the stocks I purchase?

When investing in shares, which is offered via FxPro UK Ltd, we will hold the shares in custody on your behalf as beneficiary, however, you will not be able to transfer your ownership to another entity as you would not be the legal owner of the shares.

Will I receive dividends?

If you hold an open position on at the start of the business day (UK time 22:00), which coincides with the ex-date of the respective underlying asset, a dividend is paid net of any withholding tax implications. Companies however are not obliged to pay dividends and the payment of such is not guaranteed.

How can I subscribe to live pricing from the exchange(s)?

With the standard activation plan, of £5 per month, you will already receive live pricing from NASDAQ & LSE exchanges. You can subscribe to receive real-time pricing from additional exchanges via the FxPro Invest web application, as very low and competitive rates of only €1 per month. To do so, please log into the Invest web app with your credentials and select the 'Data Subscriptions' tab from the menu on the right hand side. You can then select the exchange(s) you wish to receive live pricing for and view the applicable monthly fees. The fee incurred applies for the current month, regardless of the date of the subscription. The subscription will be auto-renewed on the 1st of the following month unless it is cancelled. You can cancel at any time through the ‘data subscriptions’ tab, and the subscription will expire at the end of the current month. Without a paid subscription, price data will be delayed by 15 minutes.

What will happen to my stocks if the company is de-listed from the exchange?

If you hold a share in a company that is being de-listed, you will be contacted accordingly with details on how this will affect your investment and when the position will be liquidated.

How do I create Watchlist?

Once you have an FxPro Invest account, you can go to the 'Invest' tab in the app, and you will be presented with the list of available Stocks. When you tap on one there is a star icon you can tap to add that stock to your custom watch list. Stocks can be removed from the watchlist by tapping the star again.

What's the minimum and maximum number of stocks I can purchase?

The minimum investment size is one share and upwards, with increments of at least 1 share. Provided you have enough funds available to make the investment, there is no maximum number of shares you can enter in a single position.

Do I have voting rights on the stocks I have purchased?

Although there is the right to receive dividends, you may not be entitled to voting rights at company meetings, regardless of the size of your investment, due to certain industry regulatory restrictions.

What risks are involved with investments?

Please check our dedicated 'Risks' page for a comprehensive list of the risks you should be aware of before entering into any investments: https://www.bnkpro.com/risks

Why do you need my Tax ID information?

We are required to collect this information from clients in order to comply with the requirements of the Common Reporting Standard (CRS), a global agreement for the automatic exchange of financial information between tax authorities.

How many investing accounts can I open?

You are able open one invest account, provided by FxPro UK, from which you can create a comprehensive stock portfolio for all your investing needs.

In which currencies can I open an investing account?

You can open an investment account in USD, EURO or GBP currency.

What's the difference between investing via the app and the online web platform?

You can monitor your portfolio, view charts, company news and enter orders via the app, however the Invest Web platform offers a complete range of advanced screening tools and detailed analytics. Our desktop and mobile platform solutions allow you to build and manage your portfolio wherever you are.

What information is available for the various Stocks?

Both our App & web platforms contain detailed analytics of the various stocks we offer, including closing/open prices, average volume for the last 10 days, price range over 52 weeks, price change YTD, current market cap, Beta volatility, forward PEG, Dividend yield, EPS and much, much more! With BnkPro you have direct access to the information you need to make informed investment decisions.

What do the various stock Fundamental terms mean?

There are various fundamental stats and stock filters available. You can view a description of any of these terms in the Invest Web trader by hovering over the specific term. Here are just a few of the terms you will have access to with an Invest account:
Beta: Beta measures the historical movement of a stock relative to the movements of the overall market based on monthly data for the past 5 years.
Market Cap: The total market value of the company's outstanding shares expressed in USD.
Forward PEG: Price-to-earnings (P/E) ratio divided by the future growth rate of its earnings based on analyst estimates.
Dividend Yield: Ratio of dividends paid per share divided by the company's stock price.
1 week price change: Percentage change of the price as compared to 5 working days ago (1 working week).
Volume (10D Moving Average): Daily average of the cumulative trading volume for the last 10 days on which there was volume traded for the stock.
Traded currency: Listed currency of the stock.

Does the app have multi-factor authentication features?

When it comes to your money & investing activities, security is crucial. At BnkPro, we offer a number of app security features including passcode set up, touch ID and face ID recognition for logging in. You can enable these in the app settings menu. You will also be required to enter a verification code or receive a call to your registered phone number in order to access the app.

Where can I find information about staying safe online and online security?

We have a dedicated Safety page with tips on how to stay safe online, our official communication channels, and tips on what do to if you are a victim of online scam attempts: https://www.bnkpro.com/safety

How do you use my personal data?

We have sophisticated security measures in place designed to protect your personal information, privacy and funds.
A Data Protection officer is appointed to ensure that our management of personal information is in accordance with applicable legislation. Details of how we obtain and use your data can be found in our privacy policy.
If for any reason you would like to request or delete your personal information, please send a request to DPO@bnkpro.com

How are my invested funds protected?

Stock Trading and Investing is offered by FxPro UK Ltd, authorised and regulated by the FCA as an investment firm. FxPro UK Ltd clients are eligible for compensation by the Financial Services Compensation Scheme up to £85k.

Who are you licenced and regulated by?

BnkPro Ltd is authorised by the Financial Conduct Authority (FCA) under the Electronic Money Regulations. Stock Trading and Investing is offered by FxPro UK Ltd, authorised and regulated by the FCA as an investment firm.

What should I do if my phone gets lost or stolen?

If your phone is ever lost or stolen, please contact us immediately on +44 (0) 203 0231 777 so we can assist you and ensure there is no unauthorised activity on your account and change your details accordingly.

How does location-based security work?

Location-based security helps to protect your account against fraud by collecting information on your geolocation and payment transactions, and alerts you or blocks transactions that fall outside a logical distance. For example, if your card is being used some physical distance away from your last known location, this will bring up a red flag in our complex fraud detection systems.

Do you have questions?

Our customer support team is available to assist 24/5 with any enquiries you may have.

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Instant help from our qualified support

More ways to reach us: Call +44 (0) 203 0231 777 (24/5) or live chatGroup HQ: 13/14 Basinghall Street, City of London, EC2V 5BQ, UK.

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