Answers, straight.
Every question we've been asked, grouped by topic. Search below or jump to a category. Still stuck? Talk to the desk — we reply within one market hour.
Getting started
Open an account, sign in and find your way around.
›How do I open an instiXFX account?
Click Sign in on any page, choose Create account, enter your email and a strong password, and confirm your email. You'll be prompted to complete identity verification before your first conversion.
›Do you support personal and business accounts?
Yes. Personal accounts open in minutes with an ID document and selfie. Business accounts additionally require company registration documents, UBO details and — for higher tiers — proof of source of funds.
›Which countries do you support?
instiXFX is available in most EU/EEA countries, the UK and a growing list of other jurisdictions. Your country of residence is validated at sign-up; if we don't yet support you, you'll see a clear message and can join the waitlist.
›How do I sign in on a new device?
Use your email and password. Two-factor authentication (2FA) prompts on new devices; approve the sign-in from your existing session or via the code sent to your registered email.
›I didn't receive the confirmation email — what now?
Check spam. If it's still missing after two minutes, use Resend on the sign-up screen. Emails come from notify.instixfx.io — safelist that domain in your provider if your firm filters aggressively.
Identity verification
KYC, documents, selfie liveness and manual review timelines.
›How long does verification take?
Most customers pass automated checks in under 60 seconds. Edge cases route to a compliance analyst who responds within one business day.
›What documents do you accept?
Passport, national ID card (both sides) or driver's licence (both sides, in-date). See the full accepted/not-accepted list on our KYC page.
›Why was my document rejected?
The most common reasons are cropped edges, glare, blur, or an expired document. Retake the photo in even daylight with all four corners in the guide and try again — attempts are unlimited.
›Do you ask for proof of address?
Sometimes, based on your country and account type. If asked, a bank statement, utility bill or council/tax letter dated within the last 3 months is enough.
›What is EDD and when will I need it?
Enhanced due diligence — source of funds, source of wealth or a short compliance call — is triggered for larger transaction sizes or higher-risk corridors. Completing it quickly keeps your account fully live.
Funding your account
Cards, 3DS2 authentication and limits.
›Which cards can I use?
Visa and Mastercard consumer and business cards in your own name. Card details are captured through hosted PCI-DSS fields; instiXFX never sees the PAN.
›Are prepaid or virtual cards allowed?
No. Prepaid, virtual, gift and one-time-use cards are declined at the funding step for regulatory and fraud-control reasons.
›Why is 3DS2 authentication required?
3DS2 is a regulatory requirement for card-funded FX in most jurisdictions. It confirms you personally approved the top-up and dramatically reduces fraud losses.
›My 3DS2 challenge didn't arrive.
Some banks push the challenge to their mobile app, others by SMS. If nothing arrived within a minute, cancel the attempt and retry — your card was not charged.
›Are there transaction limits?
Yes — tiered by verification level, product usage and card issuer. Your live limits are shown in-app in the wallet header.
FX & conversions
Rates, quoting and rate locks.
›Where do your rates come from?
Live mid-market rate from tier-1 liquidity providers, delivered to you at institutional pricing — all-in, with no hidden add-ons.
›Can the rate change after I confirm?
No. Once you confirm the quote, the rate is locked and the conversion executes at exactly that rate.
›Can I convert between two held balances?
Yes — pick either currency, enter either amount, confirm. Conversion is instant between held balances and appears in transaction history immediately.
›Which currency pairs do you support?
The major EUR, GBP, USD, CAD, AUD, CHF, JPY, SGD and HKD pairs, with more added regularly. The full live pair list is in-app on the calculator.
Multi-currency wallet
Holding balances, transaction history and statements.
›Can I hold multiple currencies at once?
Yes. Each currency has its own balance, ledger and transaction history. Convert between them at any time.
›How do I see past transactions?
Open the wallet in-app. Filter by currency, direction (in/out), status or date range. Export to CSV for accounting.
›Do you provide monthly statements?
Yes — statements are generated at month-end for every currency you held during the period, and delivered by email from notify.instixfx.io.
Withdrawals & payouts
SEPA/SWIFT settlement times and destination rules.
›Where can I send my funds?
Only to a bank account held in your own verified name. Third-party, exchange and OTC destinations are refused by design.
›How long do SEPA and SWIFT payouts take?
SEPA typically settles same day within EU business hours. SWIFT typically settles within 1–3 business days depending on the correspondent chain.
›What details do I need for a payout?
SEPA: IBAN and BIC. SWIFT: IBAN or account number, BIC/SWIFT code, and (for some corridors) intermediary bank details. The form validates every field before submission.
›A payout hasn't arrived — what should I do?
For SEPA, allow one business day; for SWIFT, allow three. If it still hasn't landed, contact the desk with the reference number shown in transaction history and we'll open a trace with the correspondent.
Security & account safety
Passwords, 2FA, and what to do if something feels off.
›How do I enable two-factor authentication?
2FA is on by default for new sign-ins on unrecognised devices, via email code. App-based 2FA (TOTP) can be enabled in Account → Security.
›I think my account is compromised.
Change your password immediately, sign out of all sessions from Account → Security, and email support@instixfx.io. We can freeze the account within minutes.
›How do I recognise a real instiXFX email?
All service emails come from notify.instixfx.io and support@instixfx.io. We never ask for your password, seed phrase or card CVC by email or phone.
›Do you support hardware security keys?
Support for WebAuthn/FIDO2 keys is on the roadmap and rolling out to business accounts first.
Pricing & fees
What you pay and where to see it.
›How is pricing shown?
As an all-in rate. The rate you see on the calculator and quote screen is exactly what settles — no hidden line items and no post-trade adjustments.
›Are there account fees?
No monthly account fee for standard accounts. Business tiers with advanced reporting or higher limits may carry a subscription; those are shown transparently before you upgrade.
›Do you charge for withdrawals?
Yes. Every payout carries a fee — SEPA, Faster Payments, SWIFT and wire rails all have their own per-payout charge, and correspondent banks on SWIFT may deduct additional charges downstream. The exact amount is shown on the withdrawal screen before you confirm.
Account management
Personal details, closure and data.
›How do I change my email address?
Account → Profile → Email. You'll need to confirm the change from both the old and the new address for security.
›How do I close my account?
Withdraw any remaining balance to your verified bank account, then Account → Close account. AML law requires us to retain identity and transaction records for at least five years after closure.
›How do I download my data?
Account → Privacy → Export data. You'll receive a signed download link by email within one business day, covering profile, transaction history and communications.