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.

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
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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, or select “Click here to select a different PIN number” if you prefer to create your own PIN. PINs can be changed any time in the app.
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).

How can I change my PIN?

Open the Kadmos App on your mobile device and enter your login details. Select “Settings”, then “Change Pin”, and enter the verification code sent to your mobile number. Type in a new PIN and confirm the new PIN, then select “Reset PIN”. You will see a message saying that your PIN was set successfully.
https://www.youtube.com/watch?v=ytpg6P2RHQg

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.

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?

ATMs will normally have their own withdrawal limits per transaction. Kadmos does not impose any additional ATM withdrawal limits. Kadmos charges 3 USD for each ATM withdrawal (ATM own fees are charged by the ATM provider), however the Kadmos fees are currently waived until further notice.

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”.

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