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:
Proof of address must be issued in the name of the Cyberstar account holder and dated within the last 3 months and must contain the following information: 
a. Customer name 
b. Customer current residential address 
c. The date of issue 
d. The issuing authority 
e. A reference to the issuing authority (logo, contact information, website etc.)
We accept documents that are issued by a bank, a utility company, a government agency, or a judicial authority.
Proof of address can be one of the following:
Electricity, water, gas, telephone, or Internet bill
Bank statement / credit card statement
Council tax or municipality bill / government tax letter
Social insurance statement
What will not be accepted?
Receipts
Invoices for purchasing goods
Handwritten bills
ID cards
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 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.

The following documents can NOT be accepted and considered as meaningful source of funds:

  • Commission statements of the last 3-12 months of e.g. mining platforms, affiliate programs, DeFi products, etc.

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?

The current price list is available on our website https://www.cyberstarpayments.com in the SEPA IBANs Terms of Use document. 

How does Cyberstar safeguard and preserve my privacy and personal data?

At Cyberstar we are dedicated to safeguarding and preserving your privacy when using our services or communicating electronically with us. Please navigate within your app to Settings  Privacy Policy or read them on our website.

This Privacy Policy, together with our Terms & Conditions, provides an explanation as to what happens to any personal data that you provide us with, or that we collect from you or other sources whilst using our Services on our mobile application, our website and other online products and non-banking services, that enable you to make payments swiftly and in a cost-effective manner. You may choose not to provide any information to us, in which case, we may be unable to provide certain services to you such as, receiving money, sending money etc.

If you have any questions or concerns about our Privacy Policy or data processing, or if you would like to make a complaint about a possible breach of privacy laws, please contact us at [email protected].

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/

Is my money safe with Cyberstar?
Your funds are placed in a segregated account (known as a ‘safeguarding account’) at a bank that meets the local regulatory requirements.
Funds are not covered by any schemes. Instead, your funds are segregated, which means those funds would be separated from other assets in the event of an insolvency and used to repay you and other clients.
Safeguarding is a regulatory requirement for all EMIs designed to protect customers from the risk of losing funds. Funds are reconciled at least daily and an independent expert validates that all obligations are met each year.   

Dear customer, 

We hope you are enjoying the use of your Cyberstar account. We value you as a customer and believe it is important for you to know how the funds in your account are protectedYour account is provided by Moorwand Ltd (FCA Reference No 900709). 

Moorwand is an authorised Electronic Money Institution (EMI), regulated by the Financial Conduct Authority (FCA) in the UK, it is authorised to provide payment services and issue electronic money (e-money), subject to the Payment Services Regulations 2017 and the Electronic Money Regulations 2011.

The e-money balance on your accounts is held by Moorwand at a bank. While this may sound similar to what a bank does when funds are received into a current account, Moorwand is not a bank and there are key differences you should be aware of:

  1. i) we do not take your money as a deposit to use for our own purposes, or lend to other customers; and
  2. ii) your e-money is not covered by the Financial Services Compensation Scheme (FSCS).

To ensure your money is safe, we hold your funds in segregated accounts, meaning it is separate from Moorwand’s funds. It is also ‘safeguarded’, meaning there are assurances from the bank that in the unlikely event Moorwand was to go out of business the money is protected for the use of Moorwand customers and could not be used to offset any debt Moorwand may owe.

Safeguarding is a regulatory requirement for all EMIs designed to protect customers from the risk of losing funds. Funds are reconciled at least daily and we have to have an independent expert validate that we are meeting our obligations each year.

In the event of Moorwand becoming insolvent, an insolvency practitioner would be appointed to return the funds we have safeguarded to customers. This means you would get most of your money back, except for the costs deducted by the insolvency practitioner for distributing the money to our customers. In addition, due to the insolvency process, it could take longer for money to be returned to you than if the account was held by a bank.

More information about using a non-bank payment service provider and the protections they offer can be found on the FCA’s website at https://www.fca.org.uk/consumers/using-payment-service-providers