Frequently asked questions.
Octalas FAQ assist our customers in finding quick solutions to frequent problems.
Business Account FAQ
You can read more about the businesses and regions we can and cannot work with here in our Terms & Conditions (point 2b). We only provide business accounts to businesses or sole proprietorships registered in the European Economic Area. Additionally, the business activities and industry of the company must be within our risk appetite. If you have any questions about the requirements to open an Octalas business account, please get in touch via the Contact Us page in the footer.
Please note that we are have paused all onboarding of new clients for the time being. For now, please join our waiting list here to be among the first informed when our onboarding opens again.
In the future, you will be able to open an account. We will ask you for some personal information and details about your business. You’ll need to have the following documents at hand: Passport/IDs of account users, owners and directors; utility bills of account users, owners and directors.
Please note that we are have paused all onboarding of new clients for the time being. For now, please join our waiting list here to be among the first informed when our onboarding opens again.
Filling in the details for the application takes only a few minutes. We aim to get back to you within 5-10 business days if we need further information to support your application, and to complete the application shortly thereafter.
To open an Octalas business account online, you’ll need some information to hand about yourself and your business. The documentation we need depends on what’s available online in public business registries and the industry of the applicant. Typically we need the following:
1. Certificate of incorporation
2. Articles of Association/Memorandum
3. Register extract (max three months old)
4. Shareholder register
5. Information/ documents supporting the company business activity: functional website and/ or customer invoices/ agreements
Individual documentation
8. Individual ID (passport or national card ID) for owners, directors and intended wallet users. This does not need to be notarized and needs to be a clear colour scan or a photo. If it’s an ID card we need to see both sides.
9. Proof of residence in the form of any of the following: utility bill (landline phone, electricity, water, gas), bank account statement, or any other document issued by a governmental authority maximum three months old. Please note: mobile phone bills are not accepted.
At the moment we only offer business accounts.
For the time being, we can only accept applications from the European Economic Area (EEA). Unfortunately, if you are registered elsewhere, we wouldn’t be able to accommodate you as of now.
Please email support@octals from the email that you signed up with if you’d like to discuss your application.
Please open a chat on octalas.com and choose “I want to open an account” and then “I have problems with signing up”. You can also reach out to us via our Contact Form here.
Yes, providing your other businesses meet our acceptance criteria there is no limit on how many business accounts you can have with us. However at registration you will need to sign up with different company emails for a secure login. For security reasons the same email cannot be used twice.
You can review your application status for a business account by going to octalas.com and logging in. If you have anything to add to your application, please email us at support@octalas.com.
It’s possible that we’ve already reached out to you regarding your application. Please double-check your spam folder to see if you’ve missed any emails from our Onboarding team.
The first step is to sign up on octalas.com or via this link. You will be prompted to fill in your email, mobile phone number, and password which will be used as credentials for your Octalas account. Next, you will be asked to fill in more details about the company, such as registration number, ownership, directors, wallet users, industry and business activity, etc. You can find more information about the documentation that is required in this article. You can log in later to complete all the steps, upload documents, or just review the status of your application.
When you finish the application, the Onboarding team will review your application and reach out to you via email to update you on the application and request any additional information, if necessary. Please double check your spam folder in case any of our emails have ended up there.
Our Onboarding team will reach out to you via email as soon as they’ve made the initial review of your application. Please double check your email client’s Spam folder. You can also email us at support@octalas.com if you need an update.
To upload documentation regarding your application, you can go to octalas.com and log in with the credentials associated with the application.
You can chat with our Support team between 09:00 to 17:00 on weekdays within the Customer Portal. To log into the Customer Portal, you need to log in at woohoopay.com or via the mobile app. You can also email us at support@octalas.com. For security reasons, we will only chat about sensitive or customer-specific topics with logged in users via the Customer Portal.
Octalas cards help your company manage expenses in an easy way. You can order both virtual and physical Mastercard cards to your company employees. You can access and manage cards via the customer portal and the mobile app.
We will send physical cards to the address you provide for card delivery.
You can set a specific source of funds for each card, or you can connect multiple cards under a single account. As an Admin, you are in control of funds available for card spending, and of how and for what purposes cards can be used.
Card transactions can be monitored through our customer portal and mobile apps. As an Admin you have access to your full company card transaction data, whereas individual cardholders may have access to only their personal card information.
As your company Admin, you can order cards for yourself and for your employees. All cardholders must be fully KYC verified before ordering a card.
If you are not an Admin on your Octalas account, please reach out to your Admin to request them to order a card for you.
Virtual cards are automatically active – you can start spending with virtual cards right away.
Physical cards can only be activated once it has been delivered by your local postal service. You can activate your physical card by logging into your account on the customer portal and selecting Cards from the top menu.
Yes, with an Octalas account you will be able to order debit Mastercards that can be used online or in stores, wherever Mastercard is accepted.
There is no set limit on how many cards you can order. In theory, you can order as many as you want, but as a financial institution, we have legal requirements to understand your business flow including your card usage. Thus, we may request information about your card ordering and usage if either seems out of the ordinary.
Cards can be used wherever debit Mastercards are accepted.
At the moment, the cards can only be issued to Euro accounts. Any non-Euro transactions will be converted to Euro using Mastercard exchange rate with no additional fees or charges.
Yes, with our 3D services, you will be able to offer accounts and cards to your customers and users.
Transactions FAQ
As a regulated e-money institution, Intergiro has certain responsibilities and requirements, including reflecting prohibited countries/regions. Currently, these are: Afghanistan, Albania, Barbados, Belarus, Bosnia & Herzegovina, Burkina Faso, Burundi, Cayman Islands, Central African Republic, China, Crimea, Cuba, Democratic Republic of the Congo, Ethiopia, Guinea, Guinea-Bissau, Haiti, Hong Kong, Iran, Iraq, Jamaica, Jordan, Kosovo, Lebanon, Libya, Mali, Moldova, Montenegro, Mozambique, Myanmar (Burma), Nicaragua, Nigeria, North Korea, North Macedonia, Pakistan, Panama, Philippines, Russia, Senegal, Serbia, Somalia, South Sudan, Sudan, Syria, Tanzania, Tunisia, Uganda, Ukraine, Ukrainian regions of Donetsk, Luhansk, Zaporizhzhia, and Kherson, UAE, Venezuela, Yemen, Zimbabwe.
SEPA stands for Single Euro Payments Area and it’s a payment type used to transfer euro currency within the EEA. SWIFT is another international payment type used for cross-border payments. Depending on account type and eligibility, you can make both SEPA and SWIFT payments with Intergiro. The Onboarding team will advise on your eligibility for SWIFT upon onboarding.
Yes, you can make international payments using your WPay business account. The payment types you can make may vary depending on the type of account you hold. Please log in to the Customer Portal to contact Support via Chat with specific questions about international payments.
There are three different types of SWIFT transfers: 1) OUR: this means the issuer pays all expenses, including both theirs and those of the payee’s bank, on top of fees from any third parties intervening in the transaction; 2) BEN: this means that all those expenses are paid by the recipient of the transfer; and 3) SHA: where each party pays their own expenses, sharing the total cost of the transaction. In SWIFT messages you can see which arrangement the international transfer has been issued under – SHA is most common to promote transparency and therefore avoid conflict. At Octalas, all SHA inbound transactions are free for our customers. We do however, reserve the right to pass on any OUR or BEN fees to our customers inline with normal banking practice.
Octalas’s bulk payment feature allows you to create multiple payments at the same time. You can upload a CSV file or create multiple payments manually. You can enter a maximum of 300 entries at once (manual or CSV). Whether you choose to download a template from our ‘Bulk Payments’ menu or to create one on your own, please note that every line of the CSV file counts as one payment entry and values in the file must be separated by commas. The bulk payment feature is currently available for EUR and SEPA transactions only.
All payments are processed as per our cut-off times, depending on the type of payment, destination, currency and recipient bank.
For a payout in euro using the SEPA network, we receive your payment order immediately upon your submission of the payment order if you submitted it at the latest 14.30 CET on a banking day and we will execute it on the same banking day. If you submitted the payment order after 14.30 CET, we will receive it and will execute it on the following banking day. The recipient will generally receive the payout the next banking day, however it may take longer depending on the recipient’s bank.
For a payout in euro or any other available currency using international or local payment networks, please see below – Payment and FX Timeline Page for information on when the payment order is received.
For a payout in euro using the SEPA network, we receive your payment order immediately upon your submission of the payment order if you submitted it at the latest 14.30 CET on a banking day and we will execute it on the same banking day. If you submitted the payment order after 14.30 CET, we will receive it and will execute it on the following banking day. The recipient will generally receive the payout the next banking day, however it may take longer depending on the recipient’s bank.
For a payout in euro or any other available currency using international or local payment networks, please see below – Payment and FX Timeline Page for information on when the payment order is received.
If you owe us any fees (including transaction fees, foreign exchange fees and monthly account fees) or any other charges, we’ll deduct the amount you owe us from your account. You can keep track of such deductions on the customer portal and in the mobile app when you are logged in.
Yes, statements can be downloaded in CSV or PDF format via the customer portal.
Depending on your account, you can make payments to a number of different countries using WPay. Please log in to the Customer Portal to contact Support via Chat with specific questions about international payments.
Merchant FAQ
Yes. All our card terminals support Card Not Present transactions.
Our freephone helpdesk is available 7 days a week and if your terminal is not working, we will send you a new one.
No. With Octalas, whether you choose our Pay As You Go or Pay Monthly options, there are no setup fees or hidden costs for taking payments. For PCI-DSS compliance certification you can optionally choose our simple Safer-payments PCI service, but you are free to supply certification details from another provider.
We do everything we can to help you to avoid charge-backs – find out more about how to do this here. However if a charge-back does occur, an administration fee of €15 applies. (This will be returned to you if the charge-back is unsuccessful.
Sale Refund Reversal Pre-auth Cash back Gratuity / Tips Contactless Mobile payments – Apple Pay, Google Pay and Samsung Pay Chip & PIN Swipe / Magstripe cards Card Not Present / Over the phone Comprehensive End of Day reporting: – Sales by card type – Contactless sales by card type – Refunds by card type – Cash back totals – Gratuity / tip totals (including waiter totals if enabled)
Unplug power, wait for ten seconds and then reconnect. Check all cables are firmly connected or battery pack is firmly in place. Check internet or phone line is working.
Octalas card terminals come in three types: portable, mobile, and countertop. The model you need will depend on what sort of business you run and how you prefer to take payments.
All major debit and credit cards including Mastercard, Visa, and American Express (with a separate agreement.)
Yes. All our terminals are easy to install, and we provide freephone support should you have any issues.
Our mobile card terminal battery will last up to 8 hours on a single charge (when taking back to back payments). The battery life will last longer if not in constant use.
Yes. All our card terminals have contactless built-in including Apple Pay, Google Pay, and Samsung Pay.
