Frequently Asked Questions (FAQ)
How to open a Cyberstar account?
On the Cyberstar website https://www.cyberstarpayments.com you can log in under the “sign in” button. You have to go through the registration process step by step.
You will be asked to upload a selfie, a photo of proof of identity (ID card, passport, etc.) and a proof of address both issued by the EEA country or UK. As soon as your application and documents have been checked, you will get a notification.
What is a meaningful proof of address:
How can I get the Cyberstar App?
The application is available free of charge on the App Store for iOS and on the Play Store for Android.
Is there an age restriction for Cyberstar?
Yes, users must be at least 18 years old.
Who can apply for a Cyberstar account?
You can apply for Cyberstar account if you are a national of the EEA or UK, or you have a residence permit in one of these countries. The same applies to business customers.
How to open a business account?
In the same way as when you open a personal account, except that when you select the type of account, you click on business account.
If you are an authorized representative of the company, then you will also need to go through identity verification.
You will also be asked to upload documents (images or pdf supported) which may vary depending on company structure, business activity and registration country.
Why do I need to identify myself and fill out the KYC questionnaire?
The legislation in force in the Czech Republic has made this mandatory for everyone. We need to get to know you so we can start a business relationship. We’ve made this process as simple as possible, so it won’t take more than a few minutes.
What if I want to change my personal information in the Settings?
For anti-money laundering and security reasons, it is not possible for you to change vital information like your email address, residential address, surname, etc within the app. To change this kind of information please contact the Cyberstar Support Team via email at [email protected]. You may be asked to provide documentation to prove the changes required.
How can I top up my Cyberstar account?
You can deposit funds in EUR to your account by transferring money to your personal IBAN account at Cyberstar.
You can receive deposits from family, friends and other third-party bank accounts but the first bank transfer load must be done by the Cyberstar account owner.
Why do I need to upload source of funds?
As a regulated payment provider, we are obliged under EU law to collect additional information about you and your Source of Funds (SoF). The additional information includes supporting documentation – original documents or their copies as well as copies approved by notary depending on the requirements:
Below you will find a non-exhaustive list of documents that we can accept to prove the origin of your funds for individuals and legal entities. Please note that in addition to the below documents, we also require you to provide us with a detailed explanation of the origin of your funds (.txt or .pdf format) in order to guide us.
All documentation has to be directly provided to us via our platform or email [email protected].
The following is considered a meaningful source of funds:
- Salary or wage slips AND related bank receipt for the last 3-6 months
- Last income tax return
- Current of Savings Bank account statement covering the last 3-6 months
- Sale of real estate or inheritance (notary contract AND related bank receipt)
- Payout of a life insurance policy or similar document AND related bank receipt
- Sale of shares and/or received dividends AND related bank receipt
- Current assets portfolio showing earnings and/or losses
All submitted information must be current, including the Customer’s name, address, time period, total amount and documentation of accumulating those funds.
What if the amount of the transaction exceeds my wallet balance in Cyberstar?
Transactions that cannot be fulfilled due to lack of funds will be declined.
What if my wallet’s balance becomes negative?
If for any reason a Transaction is carried out but its amount exceeds the Available Balance, You must pay us the deficit immediately, and if You fail to do so after receiving a notification from us, We reserve the right to terminate this Agreement between us and take all necessary steps, including legal action, to recover this deficit.
What are the service rates?
How does Cyberstar safeguard and preserve my privacy and personal data?
How long does it take to process a complaint?
Client’s complaint will be examined and the answer provided as soon as possible, but no later than within 15 working days from the date of receipt of the complaint. In exceptional cases, when the complaint cannot be processed within the specified period, Cyberstar will notify the customer about this, indicating the circumstances of the delay in submitting the response and the deadline by which the complaint will be processed and the response will be provided to the customer. In any case, the deadline for submitting the final answer will not exceed 35 (thirty-five) working days.
Contact details to file the complaint
To file a complaint, you can choose the most convenient and acceptable method:
- by e-mail at [email protected];
- by mail, at Cyberstar s.r.o., Kodaňská 1441/46, 101 00 Prague, Czech Republic;
What type of information must be provided in the complaint?
Person’s name and surname, address and contact details (telephone number and (or) e-mail address, etc.), name and surname of the representative (if a natural person applies) or name, code of legal entity, address of the registered office, name and surname of the representative and duties and contact details (phone number and/or e-mail address, etc.) (if a legal entity applies)*; the place and date of filing the complaint; the specific action, inaction or decision complained of, the date of its execution (acceptance); a person’s rights or legitimate interests have been violated by the action, omission or decision complained of; the factual circumstances on which the person bases his claim and the documents confirming them; the date of the disclosure of the complained violations to the person; personal claim; list of attached documents (if any).
If the above information is not provided, Cyberstar has the right to ask for additions to the complaint/claim.
*The representative of the person submitting the complaint/claim or the representative who applies to Cyberstar on behalf of the person represented, when submitting a request or complaint, must also submit a document confirming the representation.
Information about the client’s ability to file a complaint with the competent complaint handling institution
Client has the right to use the legal means of defending his rights and to file a complaint with the institution supervising the activities of Cyberstar – the Czech National Bank, located at Na Příkopě 864/28, 115 03 Prague, Czech Republic. Information on how to file a complaint can be found here: https://www.cnb.cz/en/public/contacts/complaints-concerning-financial-institutions/