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?
    • How can I order a BnkPro card?
    • What if I forget my account password?
    • 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?
    • What documents should I upload?
  • 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’. During this process, an account will also be opened with FxPro UK Ltd for the provision of investment services. You will need to complete some information about you, your residential address, your economic profile, trading experience and knowledge. You will also need to upload an ID document for verification. You will receive a notification and email confirmation as soon as your account is activated.

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.

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 a code will be sent to your registered phone number. Once you have entered the verification code, you can create a new password in the app.

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 card notifications from the App. You can also enable or disable marketing notifications, funding and Invest price alerts 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 at support@bnkpro.com

Please ensure that you do not hold any securities or money in your Invest account and that the balance of your Invest and E-Money account are zero before proceeding to close the account. Please note that when requesting a closure of account, both the E-Money and Invest Account will be closed. 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?

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 documents should I upload?

We use a digital verification process during onboarding, so you can use your phone camera to take a clear image of your ID document, along with a selfie, for fast verification.

Proof of identification (POI)
A picture or pdf copy of your passport or identification document. Note that it should not be expired.

During the course of the business relationship, we may also request any of the following documentation. We will notify you if we require any of the below:

Address Verification (POR)
A picture or pdf copy of a utility bill or bank statement not older than 6 months.

Card copies
A picture or pdf copy of the front and back of your card. Note that the middle numbers on the front and the CVV number on the back should be hidden.

Bank Statements
A picture or pdf copy of your bank account’s last three months activity showing income sources (e.g. your salary).

Internal Forms
Any internal forms that we may request you to complete and sign.

Investments statements
A picture or pdf copy of your main investment account’s activity for the last three months showing profit/income from trading/investments activities and the equity at the end of the period.

Source of funds evidence
A picture or pdf copy of the evidence we requested from you e.g. payslip, tax return, financial statements.

Other
A picture or pdf copy of any other document not specified above.

What currencies can I open an account in?

As default during registration, a current account will be issued currency of your residential country. So if you are residing in the UK, your first currency account 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 EUR, GBP, USD, CHF, & PLN.

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. If you have funds in a (the non-primary) 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 with an added markup of 0.5%.

How can I fund my account(s)?

You can top up an account via debit/credit card or bank wire. To fund an account, go to the ‘main’ section 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 as well as SWIFT for international payments. Depending on the currency combination and destination country of your payment, we will try to use a local method wherever possible, which incurs just a £1 fee. Our local payment methods are available for the UK and most EU and EEA countries.
All other combinations for which we do not support a local payment method, will be sent out using SWIFT processing which incurs a £7 fee.

How can I make an online payment?

You can make online payments globally in just a few taps via the 'pay & transfer' tab. Select whether you wish to send to an existing beneficiary or contact, or proceed to '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 bank wire 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.

In the case of sending funds internally directly to another BnkPro account holder, the transfer will be instant received. When requesting money internally from another BnkPro account holder, the transfer will be instant once the sender has approved the payment request.

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.

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 are declined, along with the reason. In case you need any clarifications regarding a declined transaction, please contact our customer support team.

Are there any fees for online 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 and when making payments in a different currency to your account, the exchange rate provided will be the live interbank exchange rates with an added markup of 0.5%. There are no fees for inbound payments.

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. Alternatively, you can do this via the ‘Pay and Transfer’ tab. 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, with an added markup of 0.5%.

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. The account details include a set of bank information to receive funds using a local method such as SEPA or FPS, and also Cross border method information which will use SWIFT Payment.

What exchange rates do you use?

For FX currency conversions (internal transfers and payments), we use live interbank exchange rates, with an added markup of 0.5%.

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 up to 5 currency accounts, one per available deposit currency: EUR, GBP, USD, PLN, & CHF

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.

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, CHF & PLN. This allows you to seamlessly exchange funds between these accounts at live interbank exchange rates, with an added markup of 0.5%.

Are there any spending or withdrawal limits?

The default limits for each card are as follows, but these are customisable separately for each physical and virtual card.
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 adjust your spending limits when needed through the 'card management' settings when you tap on your card inside the app. Note that the above limits do not apply when making payments via bank transfer or directly to contacts that have a BnkPro account.

How can I adjust my spending and withdrawal limits?

You can adjust daily and monthly cash and purchase limits separately for each physical and virtual card through the 'card management' settings option when you tap on your card. From here you can set limits as well as edit existing limits. You will be asked to enter your passcode to authorise the change. Any transactions outside of these limits will be declined.

How many cards can I have?

You can request up to five physical BnkPro Mastercard debit cards, as well as five virtual cards which can be linked to multiple currency accounts.
Physical cards can be used for any type of transaction such as in point of sales, ATM withdrawals and e-commerce, whereas virtual cards can only be used for e-commerce transactions.

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(s) however, you can open multiple currency accounts which will be connected to your physical or virtual cards, so you are not limited to spending in only one currency. Please refer to the FAQ ‘If I have multi-currency accounts, which one will be used for payments?’ for more information.

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 a physical card is ever lost or stolen, please tap on the specific card in the cards list and select to ‘Report lost or stolen’. Please note that this is an irreversible action that terminates the card and all subsequent transactions will be rejected. On the other hand, if you ‘Freeze’ a card only, then further transactions will be rejected but this can be reversed by unfreezing the card. Both physical and virtual cards can be frozen at any time.

How do I get my BnkPro Mastercard debit card?

Once you have registered an account with BnkPro and been fully verified, you will automatically receive a virtual card which will be in the local currency of your country of residence. (i.e., if you reside in the UK, your first card will be in GBP currency). In the ‘Cards’ section of the app you will also see the option to create and order a physical BnkPro Mastercard. 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. Additional virtual cards can be opened instantly within the app, provided you have a verified BnkPro 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 the BnkPro card(s) be valid for?

The BnkPro Mastercard debit card will be valid for 3 years from the point of issue, as will virtual cards. You will be notified when your card is close to the expiry date and can order a replacement via the app, and in the case of virtual cards, you can reissue it or terminate it and open a new one.

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 activate my physical card?

Once the card is activated with the correct PIN, 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.

Why do I see different Bank details for the same current account?

You will notice that each account has banking details for both ‘Local Payments’ and ‘Cross border’ payments. Local Payment method is used to send & receive funds in a local currency (SEPA in the case of Euro & FPS in the case of GBP). Cross border details are used to send and receive funds through SWIFT payments. (ie, international bank transfers). You can select the tab relevant to the type of bank transfer you wish to make to view the appropriate details.

What stocks can I invest in?

We offer thousands of stocks from various global exchanges including:
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 and ETFs, you can develop your portfolio using real-time portfolio summary and performance analytics.

What fees are incurred when investing in stocks?

You can find a comprehensive breakdown of all fees & commissions here: https://www.bnkpro.com/fees-and-commissions

Where do you source the 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.

The statistics and data used for the pre-set screeners and the advanced filtering are provided by a third party, and we are not responsible for their accuracy. We strongly recommend that these tools are used only for initial screening purposes and that you do not rely solely on these tools to make investment decisions.

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 invest account?

You can fund your invest account 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 invest account is in a different currency to your funding account, an FX conversion will be applied, plus a 0.5% mark up, that you can review before confirming the transfer.

How can I withdraw from my invest account?

To withdraw funds from your Invest account, 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 Invest account 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, FxPro UK Ltd will hold the shares in custody on your behalf as beneficiary.

Will I receive dividends?

If a company announces dividends, to be eligible for it, you must hold an open position on at the start of the ex-date for the respective dividend (read more about ex-date). A dividend is paid net of any withholding tax implications.

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

With an approved BnkPro account, you will receive CBOE Stock Exchange live pricing for instruments listed on NASDAQ & LSE exchanges free of charge for the first 60 days. After the free period is over, the subscription fee will be £5 per month. You can subscribe to receive real-time pricing for instruments listed on additional exchanges via the FxPro Invest web application, at very low and competitive rates of only €1/£1/$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?

When you go to the 'Invest' tab in the app, you will be presented with the list of available Stocks by geographical region or you can use the Search functionality to search for a specific share.
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 purchase.

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 Invest accounts can I open?

You are able to open one invest account, provided by FxPro UK, from which you can create a comprehensive ETF/stock portfolio for all your investing needs. Available in GBP, EUR or USD currency.

In which currencies can I open an invest account?

You can open an invest 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.

I don’t understand some financial terms. How do I learn more?

You can view a description of any of these terms in the Invest Web trader by hovering over the specific term.

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, in the case that we are unable to fulfil our obligations to you.

What is Ex-date regarding the dividends?

The ex-date or ex-dividend date is the trading date on (and after) which the dividend is not owed to a new buyer of the stock. If you purchase a stock on its ex-dividend date or after, you will not receive the next dividend payment. Instead, the seller gets the dividend. If you purchase before the ex-dividend date, you get the dividend.

What are Funds / Indices / ETFs?

The easiest way to invest in the broad market in general or a specific industry is though Exchange Traded Funds or ETFs.
With BnkPro you have option to invest in hundreds of ETFs across many geographies and industries.
These Funds sometimes track indices like S&P 500 or they track sectors such as Healthcare or Automotive.
Simply navigate to the Funds / Indices section and search and screen for ETFs that meet your requirements

How do I use the instrument filters?

To make your research easier, we have developed smart and intuitive filtering tools. Just click on the filtering icon and you will see all the filters you can use to narrow down to a list of instruments that fit your criteria. On the top you can see the most popular ones such as EPS, Volatility and Beta but below you can access other groups of filters that filter stocks with the most detailed precision.

Once you select the filter you can set the parameters using an intuitive scale that shows the distribution of the instruments on the range. Once you apply all the filters that you need, you can save your custom filter for later use.

What are the pre-set filters?

We have gone step further and developed a pre-set filters that filter stocks with certain characteristics. For example, if you select “High Dividend Yield”, you will be applying a set of filters that bring up the stocks that are expected to yield high dividend based on the past current and future expectations. “Top Analyst Recommendation” will bring the stocks that have highest upside potential according to the financial analysts. You can use the applied filters or tweak them according to your preference. For example, if we go back to the “High Dividend Yield” filter, we can see that one of the filters is the current dividend yield to be above 6%. You might feel that this is too low so you want change it to 7%. Simply click on the filter and adjust the slider or put the number you have in mind.

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 you would like to exercise any of your personal data rights please send a request to DPO@bnkpro.com

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.

Do you have questions?

Our customer support team is available to assist 24/7 with any enquiries you may have.

LiveChat

Instant help from our qualified support

More ways to reach us: Call +44 (0) 203 0231 777 (24/7) or live chat • 13/14 Basinghall Street, City of London, EC2V 5BQ, UK.

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