Frequently asked questions

General

ProFee is a payment system, created by professionals in fin-tech and e-commerce services. This is a platform launched for fast and secure payments. ProFee brand is registered as a company trademark under Sibilla Solutions Ltd. Sibilla Solutions Ltd is regulated as an EMI by the Central Bank of Cyprus, license number 115.1.3.16. Sibilla Solutions Ltd is a private company registered in the Republic of Cyprus.

ProFee is designed to meet your needs: from an ordinary Internet user to a large online shop. You may use ProFee to pay for goods and services online, accept payments or even reward your employees.

To become a ProFee e-Wallet owner you need to provide us with your name, residential address, nationality, mobile phone number, date of birth, e-mail address. The aforementioned list of requirements is not exhaustive. Once registered, you will be able to accept and transfer funds subject to the daily and annual limits that apply to your account level.

You can easily and quickly register at ProFee with our registration form as an individual. When registering at ProFee among with your First name and Second name you will have to provide, residential address, nationality, mobile phone number, date of birth, e-mail address. The aforementioned list of requirements is not exhaustive.

During the registration an authorization code will be sent to the mobile phone you provided (optionally also can be duplicated by email), which you will have to enter in the form. It is, therefore, of high importance to provide valid contacts.

We offer two types of accounts (e-Wallets): Personal and Merchant.
A personal account can only be opened under the name of a natural or legal person for his/hers personal use. It is prohibited to use this account for commercial purposes (for the interest of a legal entity).

A merchant account is registered under a legal entity to accept/send payments for goods, services, or any other work performed for commercial purposes. When applying for this account, the details of the company, the company’s authorised representative(s) and signatory(ies), as well as relevant copies of the corporate documents will be required.

It is a unique code sent to the contact details (the email or telephone number) provided upon registration. It is required to verify that the contact details provided to us are valid.
You are then required to enter this code as the final step to register with ProFee.
If you did not receive an authorisation code, you can request for one to be sent to you again.

An electronic wallet is a system that securely stores users’ payment information and passwords for numerous payment methods and websites. It is a type of electronic card, which is used for transactions made online through a computer or smartphone or tablet pc.

Electronic Money is electronically, including magnetically, stored monetary value as represented by a claim on the issuer, which is issued on receipt of funds for the purpose of making payment transactions and which is accepted by a natural or legal person other than the issuer of electronic money.

The support team working days are from Monday to Friday.
You can contact us:

My account

In order to access your account, you will have to enter your Login and Password on the designated area of the ProFee website.

There could be several reasons for experiencing difficulties when logging in:

  • You entered a wrong login or password.
    Solution: try to use a password recovery service.
  • You entered an incorrect password/payment password/confirmation code three times in a row. In this case it will not be possible to access your account for one hour.
    Solution: In one hour make sure that you entered the correct details or recover them.

You can easily recover your account password in the “Restore password” menu on authorization page. After you sign in, please read and follow carefully the recommendations on a password change under the “Profile” menu, designated as “Change Password”.

The three (3) verification levels are: “Unverified with an annual limit of €1.000”, “Verified with an annual limit of €7.500” and “Enhanced due diligence with an annual limit of €100.000”.

To increase your e-wallet level you need to complete the form that you will find in your profile. Click on the “Apply for identification” button/tab. This form assumes provision of scanned documents or photos of two separate documents: one document should prove your identity, and another separate document to prove your residency.

Documents proving the identity

  • International Passport
  • Identity Card (applicable only for EU citizens)
  • Internal Passport (if applicable)

Documents proving the residency

Note that document should be issued within last 6 months and scanned copy or photo needs to be signed by person who applies for verification

  • Utility Bill (Electricity Authority, Waterboard, Landline)
  • Internal Passport (if applicable, both: page with you photo and identity details and address details are required)
  • House insurance
  • Municipal tax bill
  • Bank account statement

Format of documents

All documents should be provided:

  • in English, Greek or Russian Language. Documents issued in other languages need to be officially translated in English*
  • legible
  • coloured
  • valid
  • uncut
  • not blurred
  • in one of the following formats: .jpg, .png, .bmp, .pdf, .tiff
  • size of document should not exceed 10 MB

* officially translated means that the translation service provider has issued a signed statement declaring that the translation that has been done is an accurate and true representation of the original document.

ProFee may consider accepting documents other than the above. If you are interested in learning more about the suitability of your documents please contact help@profee.com.

ProFee reserves the right to request any additional document deemed necessary and/or suitable and/or essential and or/appropriate to perform its internal checks as laid down in the Company’s Policies & Manuals and as laid down in the legislation.

The verification process may take a few business days (normally, no longer than five working days).

If we are unable to verify the information provided for your account or due to other significant reasons that may prevent our cooperation (for example, you already have an active ProFee account), we reserve the right to block your account on the basis of our Terms and Conditions of Service.

Payments

If you chose to withdraw funds from your e-wallet with a wire transfer, we would like to inform you that we have to check and approve the said account before we execute the transfer. In that respect, one of our executives may contact you in order to provide further supporting evidence.

Please note that the minimum acceptable amount for the wire transfer is specified in Schedule 1 to the User Agreement (plus any bank charges and/or fees).

The maximum amount for each transfer, however, is based on the daily/annual limit of your account maintained with ProFee.

Thus, if the transferred amount exceeds your respective limits you will be required to pass through a verification procedure. In the event that you refuse to comply with this requirement, the transaction will not be processed by ProFee. The funds will be maintained in our Client Funds’ Accounts until the verification procedure is completed. Please note that you maintain every right to cancel this transaction if you wish.

Please also note that your banking institution may charge you for performing this transfer.

We would also like to stress out that a wire transfer is not equivalent to an online payment. As such the funds may need up to five (5) business days to reach your bank account. The balance of your e-wallet, however, will be reduced soon after the request for a withdrawal via wire transfer is placed into the system.

We further inform you that Sibilla Solutions Ltd does not accept to execute any wire transfer to a banking institution based in any of the countries identified as high risk by the FATF or the EU or the US or the UN in terms of facilitating Money Laundering or Terrorist Financing. Therefore, any transfer targeted to these countries will be blocked and not executed.