Registration and first steps
Why doesn't registration ask for my name?
Because your name comes from your verification, not from an unverified form. Registration asks only for an invitation code, email, password and acceptance of the terms. Your legal name is filled in once the KYC/KYB is approved.
Where do I choose whether I am an individual or a company?
On the screen that appears the first time you sign in, after registering. It also lists the documents each path will ask you for.
I chose the wrong account type — can I change it?
Not by self-service: the choice is made once and only the compliance team can undo it. Contact support before going any further with the verification.
I cannot see a menu section that a colleague on my team has.
The menu is built from each user's role. Ask the Owner or Admin of your account to check the permissions assigned to your user.
Identity verification
Why can't I access the KYC/KYB section if I am part of a company team?
Only the account Owner can complete identity verification. The rest of the team operates under the Owner's approved verification.
Why won't it let me upload my document photo from my computer?
Because document photos are taken with a phone: its camera resolves the print on an ID card far better than a webcam, and that is what keeps the verification from coming back observed. You scan the QR code on screen and take the photos from your phone.
The capture QR code expired — what now?
Go back to the computer and generate a new one. The link lasts 20 minutes and the whole capture session 40 minutes.
My document photo keeps being rejected — why?
The automatic check requires the photo to be of an identity document, the text to be readable (in focus, well lit, no glare), the holder's photo to be visible, and all four corners of the document to be inside the frame. Rest the document on a flat matte surface, avoid direct light and leave a margin around it.
I photographed the wrong document — how do I fix it?
With Start over. Note that it deletes the photos and the answers you had already given, because the scan only fills blank fields and details from the previous document would otherwise stay forever. A verification already "Under review" cannot be restarted.
I finished my KYC/KYB but it still says "Under review" — how long does it take?
Final approval is done manually by the Prismapay compliance team after reviewing the data and documents submitted; it is not instant.
My verification came back "Observed" (rejected) — what do I do?
Profile → Compliance shows the exact reason. Correct the information or document pointed out and resubmit with the "Retry verification" button.
Why can't I edit my KYC/KYB details?
Once approved, the form is locked to avoid inconsistencies with what was verified. Any change has to go through support.
My identity document has no expiry date (it is indefinite). What do I enter?
Leave the field blank: the expiry date is optional. This applies, for example, to the Bolivian ID card for people over 60, which is valid indefinitely. There is no need to invent a date. The same applies to each related person's (UBO) document in the KYB.
I entered an expiry date but it won't let me pick a past date.
The picker only accepts today or later. If your document has expired, renew it before verifying. If it does not expire, leave the field empty.
In the KYB, why won't it let me past the "Related people" step even though I filled everything in?
There must be at least one person marked as "Controller" and at least one marked as "Authorized Signatory" (it can be the same person for both).
I am a sole proprietorship and have no incorporation deed or bylaws.
If you chose sole proprietorship as the business type on step 3, the system does not ask you for those two documents. You are left with the tax ID and the commerce registry enrollment.
Do I have to type my company details into the KYB by hand?
Not necessarily: on step 1 you can search for your company in the SEPREC registry and load the data automatically. Anything prefilled can be corrected.
Why am I not asked for the back of the document?
When the type chosen is a passport the back is not requested: it is a single page or image.
What file formats and sizes are accepted for documents?
PDF, JPG, JPEG or PNG, up to 16 MB per file. They are stored encrypted, and uploading one of the same type replaces the previous one.
Wallet
What is the minimum amount to deposit or withdraw BOB?
Deposit: 100 BOB. Withdrawal: 1 BOB, subject to your available balance.
My BOB deposit asks for a date — can I enter a past one?
No. The date cannot be earlier than today. You also have to use the reference code (3 letters + 3 numbers) generated by the system as the bank transfer's reference.
How do I get paid by UpWork, Deel or PayPal?
With an account in your own name: in dollars (ACH and Wire, for US accounts) or in euros (IBAN, for SEPA). They are requested from the matching deposit screen and need an approved verification. What arrives is credited as USDC.
My dollar or euro account shows as deactivated.
It cannot be reactivated from the app; contact support.
Why can't I withdraw crypto to a new wallet straight away?
Every new external wallet goes through the approval ("whitelisting") process first. Add the address ahead of time if you have an urgent withdrawal.
Is there a fee to withdraw crypto?
Stablecoin withdrawals (USDC, USDT) pay a percentage fee that depends on the amount. It is deducted from the amount you withdraw, and the screen shows the fee and how much will arrive before you confirm. Other assets pay no withdrawal fee.
What if my crypto buy/sell quote expires before I confirm?
Buy/sell quotes last 120 seconds; if one expires you have to quote again. OTC quotes last 5 minutes to create the ticket.
How does a third party check that my receipt is genuine?
Every receipt carries a verification code and a QR. Scanning it opens the receipt generated by Prismapay right then, with no login needed. If it matches the paper, it is genuine.
Can I ask the support chat for my balance?
No. The online help system has no balance information. You can see balances on the Prisma Wallets screen.
Transfers
Why won't my transfer let me pick a certain bank account?
Only accounts in "Registered" status appear (or, for SWIFT, those enabled manually). If it is still "Processing", wait for registration with the payment provider to finish.
I got a detail wrong on an external bank account — can I edit it?
International accounts cannot be edited: delete them and register them again with the right details. National accounts can be edited.
My SWIFT transfer is not processed automatically — is that normal?
Yes. SWIFT always requires manual approval and processing by the team, as does enabling SWIFT accounts.
How do I attach the invoice backing a payment?
From the transfer's detail you can attach one document (PNG/JPG, up to 10 MB) and write a note of up to 5,000 characters. That is what whoever reviews or approves will see.
The certificate came out with the wrong sender details.
Sender details can be edited only until the certificate is generated; after that they are frozen and the change has to be made by the Prismapay team. It pays to check them before downloading the first certificate.
How is my transfer fee calculated?
A percentage that depends on the amount range, plus a fixed fee for the rail (ACH, Wire, SEPA…). If you have a custom rate, it replaces the percentage; the fixed fee still applies. You see the full fee before confirming, and that is exactly what is charged.
Can I change my fee?
Not from the app. Only Prismapay or, for their linked clients, a dealer can set a custom rate. Contact support or your dealer.
Who can review transfers?
Whoever holds the review capability: the Controller (Fund Controller) role, or a Company Admin the Owner has enabled it for. Reviewing requires a 2FA code, and each transfer is reviewed only once.
I do not have the role needed to approve transfers — what now?
Only users with the Approver role (or an Admin with the approve capability) and 2FA enabled can approve. Ask the Owner or Admin of your account.
How do I show my supplier where their payment stands?
With the shareable status link: it is sent by email and lets them follow that transfer without logging in and without exposing sensitive data.
Account and security
Why am I forced to enable 2FA before continuing?
The roles that approve or review require 2FA: if you hold one of them and have not enabled it, the app takes you to set it up before letting you operate. A 6-digit code is also required on every approval or review.
I lost access to my authenticator app (2FA) — how do I get in?
Use one of the recovery codes generated when you enabled 2FA, in the format XXXX-XXXX. If you do not have those either, contact support.
Can I change my name or email from my profile?
Your legal name comes from your verification and is not edited in the profile. The email cannot be changed by self-service either: it is handled by support.
How do I get a proof of residence?
In Profile → My details, by pinning your location on the map. You need an approved verification, a saved address and a pinned location, with nothing left unsaved.
How do I invite someone new to Prismapay?
From Profile → Invitations, sending the invitee's email, within your available code limit. That is different from adding a member to your company team (Profile → Team).
API and integrations
How do I get an API token?
Tokens are issued by Prismapay for accounts enabled as partners; they are not generated from the app. They arrive through a one-time link that shows the test and production credentials once.
I retried a call and do not want to duplicate the user it created.
Use the Idempotency-Key header on create calls. A retry with the same key returns the original response instead of creating the resource again.