How do I reset my password?
You can reset or change your password in two ways:
- To reset your password if you’ve forgotten it: Click on the "Forgot Password" link on the login page, enter your registered email, and follow the instructions sent to your inbox.
- To change your password if you believe it’s been exposed: Go to the “Change Password” section on the settings page in the Velox app. Enter your current password and your new password, then save the changes.
You can report bugs through our support portal via webchat, email, and in-app tickets, providing details such as screenshots and error messages for faster resolution.
What should I do if I encounter an error?
Try logging out of the app and logging back in. If the issue persists, please reach out to our support team via email at support@veloxpayments.com, through webchat, or by submitting a ticket with details of the error. Alternatively, you can send us an in-app message.
Can I use the same account if I move to another country?
Yes, your account remains active, but some features may vary by region. If you need assistance with your account in a new country, please reach out to our support team at
support@veloxpayments.com.
How can I update my contact details if I change my phone number?
To update your phone number, please contact the Velox support team for assistance. Some changes may require identity verification.
Do you offer refunds for failed transactions?
Yes, if a transaction fails, but successful on your end, we will process a refund according to our terms and conditions. Please note that refund times may vary depending on the payment method or provider.
Can I convert local currency to dollars in the countries available on my Velox App?
Currency conversion is subject to local regulations. Please check our platform (Velox Payment App) for the available exchange services in your country.
Is my account secure when transacting in different countries?
Yes, your account is secure! We use industry-standard encryption and security measures to protect your transactions. For added security, always enable two-factor authentication (2FA).
What happens if the recipient does not receive the money?
If the recipient does not receive the money within the expected timeframe:
- Check if the transaction was successful in your account history. If successful,
- Contact customer support for assistance.
How long does KYC verification take?
Verification is usually completed within 24-48 hours, but in some cases, additional checks may extend the process.
Why do I need to verify my identity?
Identity verification (KNOW YOUR CUSTOMER-KYC) is required to comply with financial regulations, prevent fraud, and ensure the security of transactions. It helps us protect users and maintain a secure platform.
What happens if my KYC verification is rejected?
If your verification is rejected, it may be due to:
- Blurry or unreadable ID documents.
- Mismatched details between your ID and account information.
- Expired documents.
You can resubmit your documents, ensuring they meet the required standards. Contact customer support for assistance.
Are more countries being added in the future?
Yes! We are continuously expanding. Stay tuned for updates on new countries and features.
Is my personal data secure?
Yes, we use industry-standard encryption and security measures to protect your personal data. We do not share your information with third parties unless required by law.
