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 115.1.3.16/2018. 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.

No, we are not a bank. Profee service is rather offered under the company's operating license as an electronic money institution (license number: 115.1.13.16/2018).

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.

The company's operating license is issued in the Republic of Cyprus and extended to the rest of the EU member states. Thus, we operate within the EU. Our services, however, may also be available to residents of third countries under certain conditions. Once you have successfully created your account, you can use it anywhere in the world where there is global internet connection and local restrictions do not apply. We have plans to expand the service into other regions soon, so stay tuned.

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.

You can contact our customer support team by email help@profee.com, by using our contact form or by calling +357 22 026 900.

My Profee

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.

Normally, you must be 18 or over to open a Profee account. We do not currently offer e-wallet accounts to minors.

When you ask us to open an account, we or someone acting for us will ask for information about you and where the money you will put in your account comes from. We do this for a number of reasons, including to check your identity, and to meet our legal and regulatory requirements. Our Privacy Policy explains more about how we use your information for these and other purposes. When we have the information we need, we will open your account.

You can’t:

  • open more than one Profee personal account;
  • open a new Profee account if we've previously closed your Profee account.

Individuals who wish to open a Profee account must be at least 18 years old.

To provide services under the agreement we need to collect information about you. Under data protection law, we are what is known as the ‘data controller’ of your personal information. For more information about how we use your personal information, see our “Privacy Policy”.

Our policies and procedures are designed to protect both your confidentiality and the security of your information, including your private personal information. We store and process your personal information using third-party servers located in secure data centres, that are protected by firewalls and have restricted access in compliance with applicable regulations. All data passed between Profee mobile apps, our servers, and third parties use certain SSL encryption protocols.

Profee is PCI DSS Level 1 Service Provider certified, that ensured the security of card data according to the international standards.

Your account can be thought of as a virtual account that holds your e-money. It may hold e-money in different currencies at the same time (currently we support Euro, US Dollar and Russian Ruble). These balances can be accessed simultaneously.

When you give us money, we'll issue an equivalent value of e-money in the currency you choose. We'll store the e-money in your account and other people will accept it as payment.

Currently, your account is not linked to a unique IBAN number like the case with banks. You are rather given your own unique e-wallet number. You do not need to remember this number in order to execute a payment.

Secure password is the best way to protect your account!

  • Secure password contains at least 8 characters.
  • To make the password longer, you can write your favorite recipe in one line like: 3Eggs-1tspOil-1tspButter.
  • Use both uppercase and lowercase letters. For example, you can MiX uPpErCaSe AnD lOwErCaSe.
  • Do not forget about numbers – try mixing the event and its date like A1p9O6l9Lo!
  • Make sure to add special characters, too. You can use them inste@d of letter$ or just add a smiley :)

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.

There are several levels of Profee accounts: “Basic”, “Plus” and “Premium”. Stepping up a level gives you higher limits and more functionalities.

All account levels are offered for free. In order to upgrade your level, you have to provide us with additional information.

The “Basic” level is available upon registration, thus giving you the opportunity to try our service. immediately after creating your account online.

In order to upgrade your account to “Plus”, we need you to confirm your personal data. It will give you access to more Profee functions limited to annual limit of 15 000 euro.

For the “Premium” level, you have to additionally provide us with information on the source of your funds.

You can learn more here.

All Customers who register with Profee receive a “Basic” account. Basic accounts allow you to deposit quickly and transfer funds to any online merchant or to friends and family. However, to take full advantage of Profee services, including higher limits and more, you will need to upgrade the level of your account.

The lifetime funding limit of a “Basic” account is at €250/month (or the equivalent currency). This means that the sum of all credits into your account cannot exceed €250 (or the equivalent currency) including any deposits, transfers from other websites or transfers from friends. In addition to the cumulative lifetime funding limit, “Basic” account holder also has lifetime limits for each of various types of transactions.

To view the limits of your account sign in to your account.

To increase your limits and have more flexibility in your Profee e-wallet, simply upgrade your account by uploading your ID documents.

In order to transfer up to €15 000 per year, you need to upload the documents confirming your personal data. You can do this by following three simple steps:

Step 1. Collect your documents

You need to provide copies of two DIFFERENT documents: to confirm your identity and the place of residence. If your documents are not in English, Russian or Greek, please, provide notarised translations in any of these 3 languages.

Documents proving the identity:

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

Documents proving the residency*:

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

* The document should be issued within last 6 months (except for the internal passport).\ ** Only if you did not use the internal passport in the previous step (you need copies of two DIFFERENT documents).

Step 2. Make copies

Take a picture (phone camera is fine) or scan a page with your personal data (the first document), as well as a page with your residential address (the second document).

The copies should contain the pages in full (i.e. not cut edges). All the provided information must be clear and readable. Please, save the files as .jpg, .png, .bmp, .pdf or .tiff – of the size up to 10 MB each.

Step 3. Fill out the form

Proceed to the verification page, enter your personal data and upload the copies of your documents. The information you provide will be checked, so write your name, surname, and address as indicated in the official documents.

You need to verify your identity in order to increase your account level and be able to use your Profee account more broadly. This approach is in line with a regulation used extensively in the financial services community and is commonly known as 'Know Your Customer’ (KYC). This is the process of a business verifying the identity of its clients. It is simply an anti-corruption and anti-fraud measure. It further enhances security and gives the company the ability to serve you better.

We are regulated and authorised by the Central Bank of Cyprus. As a regulated electronic money institution, we need to know who is using our system. That’s the main reason we ask you to provide proof of identification and proof of address. This makes things more secure for all members by helping to prevent fraud or identity theft.

To review your application for an upgraded account, we need to check your submitted documents, which usually takes from 1 to 5 business days.

Profee applies two types of limits. These are time limits (24hrs, monthly and annual) and transaction type limits (top-up/withdrawal). The limits define the amount and type of a transaction that can be executed in a day/month/year. Thus, limits may change based on each account level and specific transaction types.

The limits on your account depend on the account you maintain. The higher the account level the higher the available limits.

All new users get a “Basic” account. Customers may then upgrade to a “Plus” account which offers more features and benefits, including higher limits. Thus, holders of a “Basic” account can only transact with up to €250/month (or the equivalent currency) whereas holders of a “Premium” account can transact up to €100.000 per year (or the equivalent currency). These, however, are generic limits.

Please sign in to your Profee account to review your own specific limits.

You can find out more about this on our “Account levels” page.

Based on regulations set by International Card Schemes that we have to follow, not all the money placed in your Profee account can be used for gambling and/or betting activity. Specifically, the restrictions apply when your e-wallet is topped-up using a credit/debit card.

Funds deposited from the bank card with gambling purpose (selected “yes” to the question “Do you intend to use your funds for gambling?”) can be used for all types of payments with the Profee wallet, including transfers to gambling/betting merchants. Funds deposited with non-gambling purpose of use can be used for all types of payments with the Profee wallet, except transfers to gambling/betting merchants. Please note that the purpose of deposit cannot be changed at a later stage.

When you receive money from another Profee e-wallet or you perform a currency conversion, these do not increase your “gambling balance”.

You can log in to your account from the Profee website or the mobile app using the mobile phone number provided during registration and your password.

As an additional security measure, once you entered correctly your phone number and password, you will receive an SMS to contain a number that you must type in.

If you already have an account with Profee, you've tried logging into your e-wallet but did not succeed it may be because you forgot your login details. In that case follow our automatic password recovery option.

It may also be possible that you entered a wrong password or SMS code for more than 3 times in a row. In this case, we will send you relevant instructions via SMS.

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”.

If you are already logged in, you can reset your Profee password by following our automated password reset procedure by clicking on the “Change password” tab in your profile settings. You will then simply have to follow the instructions given on the screen.

If you have forgotten your existing password, click on the “Forgot password” link. Enter the phone number registered on your Profee account, select the “I am not a robot” tab and hit “Reset your password”. You then simply have to follow the instructions given.

If you are unable to complete the procedure using the automatic process, contact us via email at, help@profee.com and our team will make sure to assist you accordingly.

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.

You have to first sign in to your account using our website or our mobile app. Your balance is always displayed at the top of the screen.

This is a five-digit code we send to you in SMS when you log in or perform an operation on Profee website or mobile application. This way we can make sure that it is you and not any other person trying to enter your account. We do recommend setting a password on your mobile phone and never share the SMS code to prevent unauthorized access to your account.

You can close your account and end the agreement with us at any time by letting us know. You can do this by writing to us at our head office or by sending an email to help@profee.com.

You will still have to pay any charges you've run up (for example, if you have any pending transactions). We may also charge you any cancellation fees that apply to other agreements you've entered into with us, if any.

When you inform us about your request to close your account, we will give you the opportunity to withdraw the money we hold for you.

If you have a Profee card and want to cancel it, you can contact us any time at help@profee.com. Our team will proceed with the further instructions.

If you have closed your account and need a bank statement, please get in touch with our customer support team by email help@profee.com.

Operations

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.

Profee supports/offers balances in 3 different currencies: euro, dollar, and rouble. You can top up each balance using any of the following methods:

  1. Credit/debit card deposits

    Profee supports popular international and local card types: VISA, Mastercard®, Maestro, though some may experience certain restrictions, depending on your country of residence. Credit and debit card deposits are instant and available worldwide subject to conditions. Card deposits are instant but please note your first deposit may require identity verification Card deposits should originate from a credit/debit, virtual or prepaid card issued in the name of the Profee account holder.

  2. Bank transfers

    Profee customers can top-up accounts with bank transfers from a bank account. This deposit option is available for almost all countries. We do not accept funds originating from banking institutions 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. Bank transfers must originate from a bank account held in your name. Local and international bank transfers may take up 2 to 5 business days (excluding weekends and national holidays).

  3. Alternative Payment Methods

    Other country specific local deposit options such as Qiwi, Yandex.Money are also available.

For more information, please visit «Top-up» section in your Profee account to view all the possibilities or consult our Customer Support.

Profee does not accept personal checks, money orders or payments in cash.

Credit/debit card deposits and bank transfers are commission free, whereas a fee is applied when using alternative payment methods.

We support several withdrawal options that you can use in order to withdraw funds from your Profee account.

  1. Profee to Profee transfer

    You can instantly send money to another Profee user using just their telephone number. This option is available for all Profee customers

  2. Online payments with Profee Virtual Card

    Issue a Profee Virtual Card using the available balance on your account and make online purchases wherever Mastercard® is accepted.

  3. Withdrawal to a bank account

    You can transfer funds from your Profee account directly to your bank account.

  4. Withdrawal to a card

    This option allows you to quickly transfer funds from your Profee account to your VISA or Mastercard® card. We would like to point out that a restriction applies in this method as you can only use the card that was previously used to top-up your account.

  5. Withdrawal to APMs

    This is an instant withdrawal option allowing you to transfer funds from your Profee account to another wallet you maintain an account with. The transaction is initiated into that wallet as a deposit and the funds are instantly transferred. Currently we support transfers to Qiwi, Yandex.Money and mobile wallets

  6. Transfer to a merchant

    This is an instant withdrawal option allowing you to transfer funds to a merchant site while paying a bill from a merchant.

With Profee you can send money to family & friends worldwide. It is simple, instant and safe. All you need is a valid telephone number.

When you send money to individual customers, they need an account with Profee to collect their funds. If the recipient does not have a Profee account yet, they will need to create one first — a process that takes less than a minute.

To send funds to other Profee users you should follow the steps below:

  1. Sign in to your account on the website or via mobile application.

  2. Select «Transfer» → «To another Profee wallet».

Please double check the recipient’s phone number before you confirm the transaction.

Withdrawals to bank account are available in the countries where Profee provides payment services. You can transfer funds from your Profee digital wallet to personal bank accounts registered under your name across the world.

To initiate a withdrawal to your bank account, follow the steps below:

  1. Click on Transfer button located on the top of your Profee account.

  2. Choose «Bank payment order».

  3. Enter the amount to be withdrawn and then type your Bank Account details.

  4. To finalize your withdrawal, click on «Pay».

If you choose 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, the transaction will not be processed by Profee and the funds will be maintained in our Client Funds’ Account. In this case you can either complete the verification procedure to proceed with the transfer or cancel the transaction.

Depending on your country of residence and the currency of your bank account, your withdrawal can be processed as local or international. Thus, 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.

Important! We further inform you that we do 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.

There are two main options allowing you to easily transfer funds to a merchant website using your Profee account:

  • Using your existing account balance (in case there is no balance you can always top-up your account using one of the available funding options)

  • Using your card connected to your Profee account («Cards by Profee»)

In order to transfer funds to a merchant website follow the steps below:

  1. Select the product that you want to purchase from the merchant’s site and go to the check-out page section on the merchant site;

  2. Select Profee payment option. By doing this you will be prompted to log into your Profee account;

  3. If you have sufficient balance to cover the payment, you can choose to pay from your Profee’s account balance. If not, you can choose one of the available upload options and complete the payment by providing the requested payment information;

  4. In order to finalize the transaction, click on the «Pay» button.

Transfers to a merchant site are instant. As soon as your transaction is processed, a screen informing you that you have made a successful payment will appear.

It is very rare, but once in a while a merchant might not be able to locate money you have transferred to them. This may be caused by communication errors.

Please contact our support help@profee.com if this happens. We can locate your transaction and provide you with the relevant transaction ID to confirm that the merchant actually received the funds. You would then need to contact the merchant website and provide them with this transaction ID, which they can use to locate your funds and credit them to you.

Yes, we do.

The currency conversion feature allows you to hold balances in all supported fiat currencies and exchange between them within your Profee wallet in real time and with great market rates.

You can do so via the ‘Currency Conversion’ tab in your account. Select the currencies you would like to exchange from and to, type the amount and confirm. It’s that simple. A separate balance for each currency will be created upon completing the transaction and you may use it to make transfers to merchant websites and other Profee users avoiding conversion fees.

Our rates for currency conversion are amongst the best on the market. We do apply a fee of 0.5% on top of the wholesale exchange rates for carrying the transaction out. The minimum amount which you can exchange is 1 EUR, 1 USD and 100 RUB. There are no applicable maximum transaction limits.

To check a transaction status:

  1. Sign in to your account on a web-site or mobile application.

  2. Click on the «History of transactions» tab at the top of the screen. Next to each transaction, the list displays its current status. You can also filter operations by status, currency, type or date.

Top priority is given to the security of all data provided to Profee by its users.

All the data received that are related to your card details are stored in an encrypted form. Your card details (as well as any other financial information) are not disclosed neither to senders or recipients of your transfers, nor to any third parties.

We process and store all your personal and financial data in accordance with the provisions set in EU guidelines, directives and regulations that may be or are transposed into local legislation in the Republic of Cyprus.

You can settle bills and top up other services’ balances either using Profee website/mobile application or Profee terminal on our partners’ websites. The list of all your bills, paid or unpaid, is displayed in the «Bills» section of your Profee account.

Virtual card

Profee virtual card is a full-featured digital substitution of a plastic card specially designed for secure online purchases wherever Mastercard® is accepted.

You can issue and top up your Profee virtual card in your account or mobile application within a couple of minutes. The card will be ready for use right after it is issued. As it is a virtual card, it cannot currently be used offline or at ATMs.

All required details to execute a payment (card holder’s name, expiration date, card number, CVV code) are shown in your account on the Profee website or in the mobile application.

After logging in your Profee account, on the virtual card page the following information is also available :

  • current balance;
  • transaction history;
  • card details;
  • current limits.

Virtual card is not directly connected to the balances of your Profee account and has its own balance, limits and transaction history.

Virtual card is a full-featured substitution of a plastic card and is specially designed for secure online payments. Once you have issued a virtual card, there will be no need to risk the confidentiality of your plastic card by using its requisites online.

Virtual card is convenient to use for online purchases, subscriptions and other online operations, where you want to keep your primary card details secure.

You can issue a virtual card in just a couple of minutes without having to visit a bank.

At the moment your Profee virtual card can be used for online payments only, while the payment procedure is no different from regular plastic cards: the details of the virtual card must be filled in the payment form.

You can find information about relevant fees in the Card Fees section.

You can issue a Profee Virtual Prepaid Mastercard® in your account on our website or mobile application. Go to the section «Virtual card» and follow the instructions on the screen.

Once your Profee Virtual Prepaid Mastercard® is generated, you will receive card details including card number. Part of it will be masked in the interface for security purposes. You shall receive the masked digits along with the Security Code (CVV) and the Expiry date on an SMS message and/or in your e-mail address provided during registration of a Profee e-wallet account. You can now use that Profee Virtual generated card number at your favorite merchant.

Please note that currently the only available currency for a Profee card is the Euro. A fee is charged for issuing a virtual card (see Tariffs).

To start using your virtual card you will need to make a minimum top-up (to be shown after issuing has been complete). You can pay the costs for issuing a card (fee and minimum top-up) from your Profee balance or a bank card.

Usually to proceed with the payment online you need Card number, Cardholder name, Expiry date and CVC. Some of these details are visible in your account on the website.

For security reason we don’t show full card details and CVC in the interface. Only first and last 4 digits of your card are shown in the web site. While issuing the card, you will get the rest of the card number and CVC via SMS.

To get the details again any time click the «send card details» link under the image of the virtual card. Message with the card details will be sent to an e-mail and phone number specified in your profile.

The top-up card limit is the total amount that you can transfer to the card balance for a set period of time (day, month, year). Available top-up amount is displayed on the virtual card page. For more information about limits, see the section Loading Limits KYC Requirements.

Most services available with your Profee Card are free of charge:

  • FREE to pay for goods in shops, restaurants and online;
  • FREE balance enquiries;
  • FREE online statements;
  • FREE SMS about your transactions

An issuing fee is charged as well as a monthly maintenance fee which we only charge in case of inactivity of the card. These fees remain the same whether you are at home or abroad.

More information about fees for service and operations on Profee virtual card can be found in the section Card Fees.

You can reissue your card after the expiration date.

If you want to move the balance from the old card to the new card, before reissuing a card, we recommend writing down the «Card Account ID» of the expired card. After the new card is issued, this parameter will be required to transfer funds from the balance of the old card to the new one. If you haven’t done this, it’s okay. If necessary, you can request «Card account ID» of the old card by contacting Profee support help@profee.com.

To reissue a virtual card, you need to:

  1. Send the request to Profee support help@profee.com;
  2. Receive confirmation from Profee support that reissuing of the card is available;
  3. Issue a new card in your Profee account;
  4. In order to transfer funds from the balance of the old card to the balance of the new one, you need to send a request to support@profeecard.com., indicating the «ID of the card account» for old and new cards.

No, ATM terminals require a plastic card to process a cash withdrawal. Cash withdrawals at an ATM are not currently supported by your profee Prepaid Mastercard®.

If you believe your Profee Virtual Prepaid Mastercard® has been compromised, contact us immediately help@profee.com.

Your Profee Prepaid Mastercard® payment may have been rejected for a variety of reasons:

  • you have reached your limit;
  • your balance is not enough to cover the payment;
  • there is a temporary restriction on your card or account;
  • or you were attempting to use your card to purchase restricted goods or services.

If you believe you had a sufficient balance and that the payment should have been processed successfully, please contact help@profee.com.