Genome: you ask, we answer!

More and more people join Genome each day. What’s more, we roll out updates pretty often, so some customers find it hard to keep up. But no worries – we are here to help!

Our team decided to dedicate this article to some of the most frequent questions asked by clients that use Genome. So, without further ado, let’s clear everything up!

How to top up your wallet via SEPA transfers?

We often get asked how a person can send money to their Genome account without using their cards. Easy – we have SEPA transfers for this purpose.

But before making or receiving these, please keep in mind: sometimes transfers take longer to complete due to bank holidays. All the bank holidays are stated here, and we also send emails and notifications in advance each time such a day is coming.

Here’s how you or your employer/friend/family member can send a money transfer to your account:

1. Log into your account on the desktop or app; click the “Top up” button. 

2. There, in the left menu, you will find the account details option. Click on it.

3. Here, you have all the details necessary for a transfer. Press the “Copy details” button to send them to the person that wants to make a SEPA transfer to your account.

Please note that these transfers are only available for 36 countries within the SEPA zone. These are all the EU countries plus the UK, Monaco, Liechtenstein, Norway, Switzerland, Andorra, Vatican City State, Iceland, San Marino.

To make SEPA transfers to other people, follow these instructions:

1. When on the dashboard, click the “Send” button.

2. When there, choose the “Bank account” option.

3. Fill in all the necessary information.

Find more tutorials with screenshots on money transfers in this blog.

Why was my verification rejected?

That’s another issue people that want to start a Genome wallet may face. In some cases, the problem is easy to fix. For instance, if the verification was rejected because:

• You have provided low-quality photos of your documents;
• You have spelled your name wrong;
• You have used expired documents or a wrong type of document;
• Your date of birth is wrong;

In other cases, rejection happens due to 2 important issues:

• you come from a country where we, unfortunately, do not provide our services;
• your documents were issued by the country on the prohibited list;

So, if you want to start a wallet within Genome, we highly recommend you check out the list of permitted countries for the legal and natural clients and the list of prohibited countries for clients, beneficiaries, payment destinations, and other relationships.

How can I order Genome cards? Why was my order rejected?

Genome virtual and physical cards are relatively new features. Thus we get some questions regarding these.

First of all, let’s go over the ordering process once again.

To get a virtual card:

1. From the main dashboard page, go to the cards section.

2. Press the plus sign next to the Genome cards section if you use the desktop version. Scroll right and press the “Add card option” if you use the app.

3. Select the virtual card type and choose the account you want to link the card with.

4. Confirm the account details.

Please note that we can reject your order if you don’t have enough money to pay for the virtual card activation. The card activation costs 1 EUR for all personal and business wallet users. See the full pricing here.

To get a physical card:

1. From the main dashboard page, go to the cards section.

2. Press the plus sign next to the Genome cards section if you use the desktop version. Scroll right and press the “Add card option” if you use the app.

3. Select the physical card type and choose the account you want to link the card with.

4. Confirm the account details and the delivery address. Please ensure your PO box is secured, as the delivery happens via unregistered mail. You can also choose not to print the card info on the Genome card to increase its security.

Important: the order will be rejected if you don’t have enough funds to pay for card delivery services.

Here’s the full pricing for physical card services:

Fees	EEA Resident	World (Non-EEA)	Ukrainians	Low-risk businesses	High-risk businesses
Card issuing fee	Free	Free	Free	10 EUR	10 EUR
Card delivery fee	8 EUR	8 EUR	8 EUR	8 EUR	8 EUR
Card activation	Free	Free	Free	Free	Free
Monthly fee for the card	Free	Free	Free	Free	Free
Second card fee (with delivery)	8 EUR	8 EUR	8 EUR	10 EUR	10 EUR
FX on transactions in other currencies	2.00%	2.00%	2.00%	2.00%	2.00%
ATM withdrawal fee (International)	1.5 EUR + 2%	1.5 EUR + 2%	1.5 EUR + 2%	1.5 EUR + 2%	1.5 EUR + 2%
ATM withdrawal fee (Intra EEA)	2 EUR	2 EUR	2 EUR	2 EUR	2 EUR
ATM withdrawal fee (Lithuania)	2 EUR	2 EUR	2 EUR	2 EUR	2 EUR
Balance inquiry via ATM	0.5 EUR	0.5 EUR	0.5 EUR	0.5 EUR	0.5 EUR

Hopefully, this article cleared out some of your most burning questions. If not – no worries, we are planning on publishing more articles like these in the nearest future!