Help Center - Kadmos

Account & Personal Details

How can I open my Kadmos account?

To open an account with Kadmos, you don't need to go to a branch. You can set up an account directly from your phone, once your employer has invited you. To start, you just need to receive an invite link from your employer via email. Then you can download the Kadmos mobile app, and activate your account by using the code found in your invitation email. You will be required to verify your identity and, as soon as you finish, your account will be ready.

Does it cost money to use Kadmos?

The use of the Kadmos mobile app is free, transactions are subject to fees. Fees and charges paid by individual employees are subject to the terms and conditions negotiated with their current employer. Depending on the employment contract or government regulations, employees may be offered a limited number of cost-free withdrawals or home remittances.

What is an e-wallet?

An e-wallet (electronic wallet) is a digital account that enables a user to make transactions such as cash withdrawals or transfers through the app interface, once topped up with money. An e-wallet represents an account at a licensed financial institution It is equivalent to a typical bank account. E-wallets generally allow for quick and easy access to a user’s money when they are connected to the internet.

Is there a limit to how much money I can hold in the wallet?

Yes, the limit is 100,000 USD.

Where is the money in the wallets stored?

Kadmos is a technology provider and software developer that utilizes payment rails of our officially licensed e-money issuer (EMI) partners. As e-money institutions, our partners are obliged to hold customer funds in safeguarded accounts. These accounts are protected against business risks of the e-money licensed operators (i.e. bankruptcy, foreclosure, defaults, etc.) and are subject to strict access limitations and requirements. Depending on the currency used, safeguarded accounts may be held with a number of licensed banks across Europe and the European Economic Area.

Why do I need the app and e-wallet?

The e-wallet provides you with direct access to your money, anytime and anywhere. It is securely stored in stable currencies. When you transfer money from your wallet to your home bank to withdraw in your local currency, you can be sure that you are benefiting from our market-leading foreign exchange rates! Plus, with e-wallets you have complete freedom when and whom to transfer your money. No need to get your employer involved.

Why do I need to verify my identity?

You need to verify your identity in order to open and use your Kadmos account. This policy is in line with a banking regulation commonly known as "Know Your Customer" (KYC) and is the process of a business verifying the identity of its clients for security reasons; we are legally obliged to determine that you (the App user) are the same person who is registered with us.

How can I verify my identity?

Step a:

You will be asked to fill in some personal information, which will include:
- Date of Birth
- Gender
- Marital status
- Nationality
- Mobile Number
(Important: You must be able to receive SMS to this mobile number as you will need to receive an activation code to activate your debit card.)

Step b:

You will be asked to upload a picture of your passport and, below the photo, you will need to type your passport number.

The picture of your passport should be clear and legible with no glare. Please make sure it is:
- Clear- Not blurry
- Whole (no corners should be cut)
- Not too bright or too dark

Please avoid:
- Strong light as it may cause a reflection over the photo.
- Angles. Please take the photo of a passport laying straight and make sure it fits the frame.
‍
Step c:

You will be asked to take a picture of yourself.
Your face should be fully visible, with the photo taken straight on with good lighting.

Please do not wear:
- Hats
- Glasses
- Scarves
- Headphones

Please avoid:
- Strong light and backlight. Strong light from the front can cause reflections on the photo. With the backlight, your face may not be visible.
- Smiles and non-natural expressions. Please have a neutral expression.
- Angles. Please face the camera straight on while taking the picture.

That’s all! Once you upload those documents, they will be verified. You will see in the app the status as “Processing”. This can take up to 10 minutes. Once the process has concluded, the status in the app will change to “Successful” or “Rejected”. In case the activation fails, we will reach out to you via the in-app chat to help!

I forgot my password. What should I do?

First, select “Forgot password” on the login screen. Enter your email address and select “Submit.” An email will be sent to your designated email address. Check your email inbox or spam folder. Open the password reset email from Kadmos and find the code. Enter the code and select “Submit.” Create a new password. Click “Log in to continue” and sign in to your Kadmos account with your new password.
https://www.youtube.com/watch?v=1pWMlT9Nrlk
‍

How can I change my phone number in the app?

You can easily change the phone number associated with your Kadmos account in the Kadmos Mobile App.

Here’s how to do it:

- In the bottom menu of the App, click on the person icon on the right. It will take you to the “Account” tab.
‍
- In the “Account” tab you will see your name and underneath it, there will be a list of options. Choose the one at the top – “Personal information”.
‍
- Once you’re there, you will see the “mobile number” option. Next to it, there will be a blue "Change" button.
‍
- Click “Change”, type the new phone number, and select "Confirm".
‍
- A verification code will be sent to your new phone number and should be filled in where it says “ Enter your code”. After this, click “OK”.That’s it! You have successfully updated your phone number.

Can I transfer money to a Russian bank account?

Due to the current regulations, you cannot transfer money to Russia or to a Russian bank account.

Nonetheless, there are plenty of things you can do with your Kadmos digital wallet and debit card. For example, you can transfer money to another account anywhere in Europe.

If you need to go to Russia, unfortunately - due to Visa restrictions - you cannot use your Kadmos debit card there, however you can withdraw cash before traveling (within the limits).

Debit Card

What should I do when I receive my card?

Once you receive your Kadmos debit card, you'll need to activate it. Please open the mobile app, tap on the card icon on the menu, and click on “Activate card”. Enter the verification code sent to your mobile number. Enter your debit card number found on the back of your card and select “Activate”. Your card is now activated! You may select “Show PIN” to see your automatically created PIN.
https://www.youtube.com/watch?v=H1bA6Ha4lh0

Where can I use my card?

You can use your card to make in-store and online purchases and withdraw cash in your home country or overseas.

You can withdraw cash from any ATM that supports Visa and where Visa does not impose sanctions. In addition to the Visa sanctioned countries, our banking partner does not allow debit card transactions or withdrawals in the following countries: Afghanistan (AF), Burundi (BI), Belarus (BY), Democratic Republic of the Congo (CD), Central African Republic (CF), Republic of the Congo (CG), Cuba (CU), Western Sahara (EH), Iraq (IQ), Iran (IR), North Korea (KP), Lebanon (LB), Liberia (LR), Libya (LY), Russia (RU).

What are my spending limits?

Your Kadmos card comes with transaction-based and time-based spending limits*.Daily limit: The daily limit refers to a 24-hour period.

POS purchase

Online purchase

Transaction type

ATM withdrawal

USD

Currency

USD

Transaction limit

Daily limit

USD

Monthly limit

$ 2,000

$ 6,000

$ 10,000

$ 20,000

Currency

EUR

Transaction limit

Daily limit

Monthly limit

EUR

€ 2,000

€ 6,000

€ 10,000

€ 20,000

Currency

GBP

Transaction limit

£ 62000

£ 6,000

Daily limit

£ 6,000

Monthly limit

£ 6,000

£ 10,000

£ 20,000

ATM Withdrawal Limits:
- Max. 3 withdrawals per 24-hour period.Example: If you withdraw once at 9 am, you can only withdraw two more times until 9 am the next day. Then the count resets.
- 6,000 (USD/EUR/GBP) maximum per 24-hour period.
- 2,000 (USD/EUR/GBP) maximum per withdrawal with a 3-hour time window between each withdrawal (= 3 hours between transactions).

‍Please remember that ATMs could have their own limits and might charge additional fees. In addition, some ATMs have lower withdrawal limits, so if you want to maximize your cash withdrawals per day, we suggest finding ATMs with higher withdrawal limits.

Example: An ATM has a limit of 200 USD/EUR/GBP, which means that
- with our current daily limit, you could only withdraw 600 USD/EUR/GBP from that ATM in a 24
- hour period. Another ATM has a limit of 1000 USD/EUR/GBP, meaning that you could withdraw 3000 USD/EUR/GBP from that ATM in a 24-hour period.

‍*Until further notice and subject to change.

How can I change my PIN?

To reset your PIN, please visit an ATM.

How can I temporarily block my card?

Tap on the card icon in-app, and select “Block”.

How can I permanently block my card?

You can permanently block your card by chatting with us directly in-app, or by sending us an email (support@kadmos.io).

What should I do if I lose my card?

Please make sure that you immediately block your card if you lose it. You can block it directly in your Kadmos mobile app and then reach out to our customer support team, who will be able to support you further. Alternatively, you can also call VISA from anywhere in the world to +1 303 967 1090. Visa’s Global Customer Assistance Services (GCAS) will help you 24 hours a day, 7 days a week.

If you’re sure that you won’t find your card again, you can select the card icon in the mobile app and tap on “settings”, then on “Replace card”. After pressing the button “Replace card” you will have the option to request a new one.

What should I do if I lose my card and phone?

If both your card and your mobile device with the Kadmos app were lost or stolen, contact us as soon as possible to support@kadmos.io and we’ll block your lost card and temporarily block the app access so nobody will be able to get access to your money and make any transactions.

What should I do if I do not recognize a card payment?

If you suspect fraudulent activity on your debit card, you need to login to the Kadmos mobile app and block your card immediately. Then contact our support team who will help you with the next steps and resolution.

Information on your new debit card

Please visit our new card page
www.kadmos.io/resources/faqs-newcard

Transfers & Withdrawals

How can I add money to my e-wallet account?

Money can be added to your wallet by your employer only. Contact your employer to find out when they will authorize the next salary payment (or salary advance) and ask them to ensure that it will be sent to your Kadmos wallet.

What do you mean by FX?

Foreign Exchange (forex or FX) is the trading of one currency for another. The rates of exchange usually fluctuate based on the market conditions or government regulations.

How can I create a recipient?

Under “My recipients”, click on “Add”. Fill in the required information about the recipient as prompted, and select “Save”.
https://www.youtube.com/watch?v=2wCoJDXv6yI

How can I withdraw cash?

You can withdraw cash from any ATM in your home country or overseas that supports Visa and where Visa does not impose sanctions.

If the ATM asks whether you would like to complete the transaction “with conversion” or “without conversion”, we recommend always choosing “without conversion”.

‍IMPORTANT: We highly recommend opting to be charged in the local currency of the country you’re in!

‍If you choose “with conversion”, the ATM provider can apply their own exchange rate, which is not the interbank rate.

Can ATMs charge their own fees?

Some ATMs may charge their own fees. You should be informed by the ATM operator before confirming your withdrawal whether additional fees apply. These fees are outside of our control, we can’t reject or reverse them.

If you decide to proceed with the withdrawal and the fee, this fee will appear within the same transaction in your transaction list and is typically added on top of the withdrawal amount.

Are there any withdrawal limits?

Yes, your Kadmos card comes with transaction-based and time-based spending limits, which include ATM withdrawal limits*.

Transaction type

USD

ATM withdrawal

Currency

Transaction limit

Daily limit

$ 2,000

$ 6,000

Currency

EUR

Transaction limit

€ 2,000

Daily limit

€ 6,000

Monthly limit

€ 6,000

Currency

GBP

Currency

£ 2,000

Currency

£ 6,000

Currency

£ 6,000

Monthly limit

$ 6,000

Daily limit: The daily limit refers to a 24-hour period.

ATM Withdrawal Limits:
- Max. 3 withdrawals per 24-hour period.Example: If you withdraw once at 9 am, you can only withdraw two more times until 9 am the next day. Then the count resets.
- 6,000 (USD/EUR/GBP) maximum per 24-hour period.
- 2,000 (USD/EUR/GBP) maximum per withdrawal with a 3-hour time window between each withdrawal (= 3 hours between transactions).

‍Please remember that ATMs could have their own limits and might charge additional fees. In addition, some ATMs have lower withdrawal limits, so if you want to maximize your cash withdrawals per day, we suggest finding ATMs with higher withdrawal limits.

Example: An ATM has a limit of 200 USD/EUR/GBP, which means that
- with our current daily limit, you could only withdraw 600 USD/EUR/GBP from that ATM in a 24
- hour period. Another ATM has a limit of 1000 USD/EUR/GBP, meaning that you could withdraw 3000 USD/EUR/GBP from that ATM in a 24-hour period.

‍*Until further notice and subject to change.

What should I do if my card has been captured by an ATM?

You can find contact information of the ATM provider on the ATM machine. We suggest contacting them directly to find out what happened to your card. If you don't receive your card back, please go to the card details screen in your Kadmos app and block your card to make sure your funds are safe. Then you can request a new Kadmos debit card in the card details screen; please go to the card icon, “Settings” and then tap “Replace card”.

Wallet to Wallet: KadPay

What is KadPay ?

Kadmos users can use the KadPay (Wallet-to-Wallet) feature to instantly send and receive money from other Kadmos users, without having to enter their bank details.

How can I pay with KadPay?

To instantly pay or send money to other Kadmos users, simply tap the "Pay" button on your app home screen, scan your friend's or the store’s QR code, and enter the amount you want to send. It's that easy!

How can I receive money instantly with KadPay?

To instantly request and receive money from other Kadmos users, tap “Get paid” on your app home screen. Then, you can ask the payer to send you money in two ways; they can either scan your QR code or you can share the payment link with them. Once they enter the amount and confirm the payment, the money is immediately in your account.

Why do I need to enter a verification code to confirm the transaction?

For your safety. We ask you to verify your details before proceeding with the payment, to ensure your information, and purchases associated with your email address, are shared securely.

Is KadPay free of charge?

Yes, KadPay transfers are completely free of charge for all Kadmos users.

Does KadPay work between Kadmos wallets of different currencies?

No, you can only transfer money via QR code or link between Kadmos wallets of the same currency.

What is a real-time transaction?

A real-time transaction is a transaction (payment) made between bank accounts that are initiated, cleared and settled within seconds, at any time of the day or week.

Privacy & Security

I suspect fraudulent activity in my account. What should I do?

Contact our customer support team immediately via the in-app chat or by sending an email to support@kadmos.io and please notify the relevant legal authorities as soon as possible.

Where can I view the terms and conditions and the privacy policy?

When you are logged into the app, on the bottom right hand side of the screen you will see the person icon. Click on the icon and you will be directed to the account section. All of our legal information can be found under the “Legal Information” section.

What measures do you take to protect my data?

Kadmos is fully GDPR compliant. Kadmos processes all personal data with clients´ consent and the legal basis is Art. 6 para 1 sentence 1 lit. a GDPR. In the cases where the law does not require Kadmos to obtain consent, we process your personal data in connection with the initiation and performance of a contract and the legal basis is Art. 6 para 1 sentence 1 lit. b GDPR (performance of a contract, pre-contractual measures) or on the basis of other permitting laws. All personal data will generally be processed within the EU or the European Economic Area (EEA), and the processing of the data will be governed by the GDPR. Please note that this is also the case if you are located in a country outside of the EU or the EEA.

What should I avoid when communicating with anyone including Kadmos employees?

- Sharing codes from sms or push notifications
- Providing your card details
- Sharing your Kadmos account login and password details
- Changing the email or phone number linked to your Kadmos account
- Sharing the password for your Kadmos email account
- Handing over your mobile phone
- Sharing any personal information about your family, friends, colleagues
- Downloading suspicious apps

Customer Support

How can I contact Kadmos?

Chat

You can open a chat right from the Kadmos app by following these steps:

- Log in the app
- Tap the person icon on the bottom-right corner of the menu tab
- Tap on “Help” and “Chat with us”

We’ll be happy to assist you via chat 24 hours a day, 7 days a week!

Email

‍Write to us by sending an email to support@kadmos.io

Account & Personal Details

How can I open my Kadmos account?

Does it cost money to use Kadmos?

What is an e-wallet?

Is there a maximum limit to the amount of money I can hold in my wallet?

Yes, the maximum limit for your wallet balance is 100,000 USD. If you have a GBP or EUR wallet, the limit will be equivalent to 100,000 USD.

Where is the money in the wallets stored?

Why do I need the app and e-wallet?

Why do I need to verify my identity?

How can I verify my identity?

I forgot my password. What should I do?

How can I change my phone number in the app?

You can easily change the phone number associated with your Kadmos account in the Kadmos Mobile App.

Here’s how to do it:

- In the bottom menu of the App, click on the person icon on the right. It will take you to the “Account” tab.
- In the “Account” tab you will see your name and underneath it, there will be a list of options. Choose the one at the top – “Personal information”.
- Once you’re there, you will see the “mobile number” option. Next to it, there will be a blue "Change" button.
- Click “Change”, type the new phone number, and select "Confirm".
- A verification code will be sent to your new phone number and should be filled in where it says “ Enter your code”. After this, click “OK”.

That’s it! You have successfully updated your phone number.

Debit Card

What should I do when I receive my card?

Where can I use my card?

What are my spending limits?

Your Kadmos card comes with transaction-based and time-based spending limits*.
‍Daily limit: The daily limit refers to a 24-hour period.

Transaction type

Currency

Transaction
limit

Daily
limit

Monthly
limit

ATM withdrawal

USD

$ 2,000

$ 6,000

POS purchase

$ 6,000

$ 10,000

USD

$ 6,000

$ 20,000

Online purchase

ATM withdrawal

EUR

€ 2,000

€ 6,000

ATM withdrawal

POS purchase

Online purchase

POS purchase

€ 10,000

€ 6,000

EUR

€ 20,000

GBP

€ 6,000

GBP

£ 6,000

€ 6,000

£ 2,000

£ 6,000

£ 10,000

£ 6,000

£ 20,000

ATM Withdrawal Limits:
- Max. 3 withdrawals per 24-hour period.
Example: If you withdraw once at 9 am, you can only withdraw two more times until 9 am the next day. Then the count resets.
- 6,000 (USD/EUR/GBP) maximum per 24-hour period.
- 2,000 (USD/EUR/GBP) maximum per withdrawal with a 3-hour time window between each withdrawal (= 3 hours between transactions).

‍Please remember that ATMs could have their own limits and might charge additional fees. In addition, some ATMs have lower withdrawal limits, so if you want to maximize your cash withdrawals per day, we suggest finding ATMs with higher withdrawal limits.

Example: An ATM has a limit of 200 USD/EUR/GBP, which means that - with our current daily limits - you could only withdraw 600 USD/EUR/GBP from that ATM in a 24-hour period. Another ATM has a limit of 1000 USD/EUR/GBP, meaning that you could withdraw 3000 USD/EUR/GBP from that ATM in a 24-hour period.

‍*Until further notice and subject to change.

How can I temporarily block my card?

Tap on the card icon in-app, and select “Block Card”.

How can I permanently block my card?

You can permanently block your card by chatting with us directly in-app, or by sending us an email (support@kadmos.io).

What should I do if I lose my card?

What should I do if I lose my card and phone?

If both your card and your mobile device with the Kadmos app were lost or stolen, contact us as soon as possible from from your registered email address to support@kadmos.io and we’ll block your lost card and temporarily block the app access so nobody will be able to get access to your money and make any transactions.

What should I do if I do not recognize a card payment?

Information on your new debit card

Please visit our dedicated "new card" page:
www.kadmos.io/resources/faqs-newcard

Transfers & Withdrawals

How can I add money to my e-wallet account?

What do you mean by FX?

Foreign Exchange (forex or FX) is the trading of one currency for another. The rates of exchange usually fluctuate based on the market conditions or government regulations.
‍
Imagine you're on a ship traveling to different countries. Each country might have its own currency that they use, like dollars, euros, yen, etc.

Now, you'll need to use their currency to buy something in a different country. But your wallet is in a different currency. So when you purchase goods in another country or online with a different currency, an exchange needs to take place.

This exchange of money is called Foreign Exchange, or FX for short. It's basically swapping your money for the money of the country you're in at a certain exchange rate. The exchange rate is like a price that tells you how much of the foreign money you can get for your own money.

How can I create a recipient?

Under “My recipients”, click on “Add”. Fill in the required information about the recipient as prompted, and select “Save”.
https://www.youtube.com/watch?v=2wCoJDXv6yI

How can I withdraw cash?

Can ATMs charge their own fees?

Are there any withdrawal limits?

Yes, your Kadmos card comes with transaction-based and time-based spending limits, which include ATM withdrawal limits*.
‍
‍Daily limit: The daily limit refers to a 24-hour period.

Transaction type

Currency

Transaction
limit

Daily
limit

Monthly
limit

ATM withdrawal

USD

$ 2,000

$ 6,000

ATM withdrawal

€ 2,000

€ 6,000

EUR

GBP

£ 2,000

£ 6,000

ATM withdrawal

ATM Withdrawal Limits:
- Max. 3 withdrawals per 24-hour period.
Example: If you withdraw once at 9 am, you can only withdraw two more times until 9 am the next day. Then the count resets.
- 6,000 (USD/EUR/GBP) maximum per 24-hour period.
- 2,000 (USD/EUR/GBP) maximum per withdrawal with a 3-hour time window between each withdrawal (= 3 hours between transactions).

‍Please remember that ATMs could have their own limits and might charge additional fees. In addition, some ATMs have lower withdrawal limits, so if you want to maximize your cash withdrawals per day, we suggest finding ATMs with higher withdrawal limits.

Example: An ATM has a limit of 200 USD/EUR/GBP, which means that - with our current daily limit - you could only withdraw 600 USD/EUR/GBP from that ATM in a 24-hour period. Another ATM has a limit of 1000 USD/EUR/GBP, meaning that you could withdraw 3000 USD/EUR/GBP from that ATM in a 24-hour period.

‍*Until further notice and subject to change.

What should I do if my card has been captured by an ATM?

Can I transfer money to a Russian bank account?

Due to the current regulations, you cannot transfer money to Russia or to a Russian bank account.
‍
Nonetheless, there are plenty of things you can do with your Kadmos digital wallet and debit card. For example, you can transfer money to another account anywhere in Europe.
‍
If you need to go to Russia, unfortunately - due to Visa restrictions - you cannot use your Kadmos debit card there, however you can withdraw cash before traveling (within the limits).

Wallet to Wallet: KadPay

What is KadPay?

Kadmos users can use the KadPay (Wallet-to-Wallet) feature to instantly send and receive money from other Kadmos users, without having to enter their bank details.

How can I pay with KadPay?

How can I receive money instantly with KadPay?

To instantly request and receive money from other Kadmos users, tap “Get paid” on your app home screen.

Then, you can ask the payer to send you money in two ways; they can either scan your QR code or you can share the payment link with them. Once they enter the amount and confirm the payment, the money is immediately in your account.

Why do I need to enter a verification code to confirm the transaction?

For your safety. We ask you to verify your details before proceeding with the payment, to ensure your information, and purchases associated with your email address, are shared securely.

Is KadPay free of charge?

Yes, KadPay transfers are completely free of charge for all Kadmos users.

Does KadPay work between Kadmos wallets of different currencies?

No, you can only transfer money via QR code or link between Kadmos wallets of the same currency.

What is a real-time transaction?

A real-time transaction is a transaction (payment) made between digital wallets that are initiated, cleared, and settled within seconds, at any time of the day or week.

The digital point-of-sales: KadPos

What is KadPos?

KadPos is the Kadmos digital point-of-sales product that enables seafarers to settle onboard expenses of products and services using their Kadmos wallet. Allowing the crew to pay instantly via QR code or remotely via Kadmos user tag, KadPos is secure and makes all transactions immediately digitized, simplifying analysis and reconciliation processes, and removing any need for paper or emails.

As an Operator, how can I set up KadPos?

On the Kadmos Company Portal, click “Create new POS”, type the POS name, and minimum and maximum payout amount. Done!

As an Operator, how can I request a seafarer to settle their expenses with KadPos?

Once you have set up a new POS, on your POS screen you will see the option “Create new request”. Click on it and, on the next screen, you will be able to type in all the details and request the payment.

You can request a payment in two ways: you can either ask the payer to scan the QR code generated on your screen for an instant payment, or you can click on “Send a remote request to the payer” and type in their Kadmos user tag. In the second case, the payer will receive a pay request notification to their Kadmos mobile app and can complete the payment within the expiration date.

As a seafarer, how can I pay with KadPos?

With KadPos, you can conveniently pay for your onboard purchases with just a few taps.

Simply open your Kadmos app, tap “Pay” on the home screen and scan the QR code presented to you by the operator.

Alternatively, the operator can send you a remote payment request using your unique Kadmos user tag. In this case, you will receive a pay request notification with all the details directly to your Kadmos mobile app and can complete the payment within the expiration date indicated in-app. Please share your user tag with the operator to proceed.

Note: To find your user tag, simply go to the “Account” section of your Kadmos mobile app. The tag is displayed right below your name and starts with “@”.

Is KadPos free of charge?

Yes, KadPos is free of charge.

Are there amount limits for payments via KadPos?

Yes, the maximum amount per transaction is 1,000 USD/EUR/GBP.

Privacy & Security

Where can I view the terms and conditions and the privacy policy?

I suspect fraudulent activity in my account. What should I do?

Contact our customer support team immediately via the in-app chat or by sending an email to support@kadmos.io and please notify the relevant legal authorities as soon as possible.

What measures do you take to protect my data?

What should I avoid when communicating about my account?

Customer Support

How can I contact Kadmos?

Kadmos Help Center

Did not find what you were looking for?