Question 1

Is the company licensed?

Accepted Answer

S1LK PAY Ltd. Private Company is regulated by the Astana Financial Services Authority ("AFSA"), with the license on Providing Money Services (License No AFSA-A-LA-2023-0014 dated from November 21, 2023). This allows S1lkpay to sell and issue payment instruments, including prepaid cards. We endeavor to always keep your safety and security front and center, however, it's important to know that in the extreme and rare event of loss, clients are limited in their rights during this phase of our license. For your peace of mind and to learn more visit the AFSA Public Register.

Question 2

What is S1lkPay?

Accepted Answer

S1lkPay is a money transfer service through card sharing where any user can open access to his/her card through the S1lkPay application without linking to a bank account.

Question 3

What Countries does S1lkPay operate in?

Accepted Answer

Our app is available in over 250 countries and territories. You can find the complete list of supported countries within the app.

Question 4

Why I can't find the app in Appstore/Google Play?

Accepted Answer

Our app supports all devices from Android version 6.0 and iOS version 12.0 and later and all devices with NFC.

Question 5

How to sign up to S1lkPay?

Accepted Answer

Enter your number and create a password
Enter the 6-digit code
Fill in your personal data
Create a passcode for your S1lkPay account

Done! Your S1lkPay account has been created

Question 6

What is a S1lkPay Virtual Card?

Accepted Answer

The S1lkPay Virtual Card is a pre-funded and reloadable virtual card that can be used for international online transactions. The card can be funded using any VISA, Mastercard, or UnionPay International bank card.

The Card can be used online in the same way you use your physical debit or credit cards.

Question 7

Is there an age limit to open a S1lk card?

Accepted Answer

Only users over 18 years old can create cards as main cardholders. Users from 10 to 18 years old can use shared cards with limits when the card is shared by parentsOnly users over 18 years old can create cards as main cardholders. Users from 10 to 18 years old can use shared cards with limits when the card is shared by parents

Question 8

How to add funds to your virtual S1lk card?

Accepted Answer

S1lkPay is a pre-funded virtual card. In order to add funds to your S1lk card please follow these steps:

Go to the Home page of the app, select "Create a card"
Enter your preferred amount and details of any VISA, Mastercard, or UnionPay International debit card then tap on "Add Funds"

After a successful operation, the Home page of the application will display the total amount of money loaded into the card.

Question 9

How to add funds to the S1lk card on the s1lkpay.com website?

Accepted Answer

Open the Home page and click the "Open card" button on the pop-up, and then add money to the S1lk card by adding money from any VISA, Mastercard, or UnionPay International bank card.

After a successful operation, download the app and go to the Home page where the total amount added to the card will be displayed.

Question 10

How to view your S1lk Virtual Card details?

Accepted Answer

To view your full card details, please log into your S1lkPay account and follow these steps:

Go to your Card tab
Tap on the card
Tap Card details
Go through the SMS verification and you’re all set

Question 11

How to Freeze your S1lk Virtual Card?

Accepted Answer

The Freeze Card function enables you to temporarily deactivate your card in order to prevent it from being used for any transaction. You can always Unfreeze the Card whenever you want to.

To Freeze your Card, start by logging into your S1lkPay account:

Go to your Card tab
Tap on the card
Tap Freeze the card

Question 12

To Unfreeze your Card:

Accepted Answer

Go to your Card tab
Tap on the card
Tap Unfreeze the card

Question 13

How to close the Silk card?

Accepted Answer

The card is closed at the initiative of the user or automatically after the expiration of its validity and if the balance is equal to zero. If there is money on the card balance and the user has not closed it, then the company charges a fee for maintaining “dormant accounts”.

Read more in the "Tariffs and limits" section.

You can close the card by the following steps:

Go to the "Cards" tab on the Home page → Tap the card → Close the card

Question 14

How to delete an account in the application?

Accepted Answer

You need to close all your main and shared cards before deleting your account. Please contact support@silksoftgroup.com to deactivate your account. To delete an account, follow these steps:

Open the S1lkPay app and click on the "Profile" tab
Click on the "Delete account" button

Question 15

Can the person sharing the card track the transactions of the recipient of the shared card?

Accepted Answer

Yes, with the consent of the person with whom the card was shared.

Question 16

How can I remove/check which accounts my card is linked to?

Accepted Answer

If you shared a card, you can find the accounts you shared with in the Cards tab → Shared cards

If you requested a card, you can find the accounts from which you requested in the Cards tab → Requested cards

Question 17

How do I verify my account?

Accepted Answer

In S1lkPay, you may open an account with identity verification and without it.

We recommend you verify your identity to enjoy increased transaction limits, an increased number of cards to issue and to have an option to reload money to your card. Please check the Tariffs and limits document for more information.

In order to verify your account, first, ensure your S1lkPay app is updated to the latest version by checking on the Google Play / Appstore.

Question 18

You can verify your identity right after the registration by following these steps:

Accepted Answer

Tap Verify identity after the registration page
Check the box "I agree with the Agreement on prepaid cards and the processing of personal data"
Please scan your identification document - Passport. Specifically the biodata page (the page that has your passport photo and passport number).
Once you scanned, submit a video selfie by blinking 1 time and smiling. Please ensure your camera permissions are enabled so that you can take the selfie.
Complete your Selfie Verification by following the on-screen instructions.

Question 19

You can verify your identity from the Profile page by following these steps:

Accepted Answer

Click on the “Profile” tab of your app and then on “Get Verified”
Check the box "I agree with the Agreement on prepaid cards and the processing of personal data"
Please scan your identification document - Passport. Specifically the biodata page (the page that has your passport photo and passport number).
Once you scanned, submit a video selfie by blinking 7 times. Please ensure your camera permissions are enabled so that you can take the selfie.
Complete your Selfie Verification by following the on-screen instructions.

Question 20

What is identity verification?

Accepted Answer

Verification is the procedure for establishing the identity of a user. Online identification replaces the personal meeting of the user with company representatives.

Question 21

Why should I verify my account?

Accepted Answer

Verification will expand your opportunities in S1lkPay. You can enable the increased limit to add money – you will be able to hold at any give instance up to USD 1000. Please go to the Tariffs and limits page for more information.

Question 22

What documents are required for account verification on S1lkPay?

Accepted Answer

Passport

Question 23

I am a resident in the country operated by S1lkPay but I am a citizen of another country also enlisted by S1lkPay. What do I do?

Accepted Answer

In that case, we will be checking two identification indicators: passport and telephone number. You can verify your identity using your passport. However, your telephone number has to be from the country of your residence.

Question 24

I am a resident in the country operated by S1lkPay but I do not have the National ID documents required. What do I do?

Accepted Answer

Unfortunately, we are currently unable to verify visas and ID's of other countries other than the country of your account.

Please reach out to our Customer Support Team by emailing support@silksoftgroup.com or by sending an in-app message (Profile - Get Support) if you do not have the documents required to verify your account. The team will make note of your circumstances and advise.

Question 25

Should the recipient of shared the card be verified?

Accepted Answer

Yes, if the amount of money on a shared card exceeds $100 (US dollars). If the amount does not exceed $100 (US dollars), user identification can be skipped.

Question 26

How long does it take to verify my account?

Accepted Answer

Once you submit your documents, they will be reviewed instantly within 1 to 2 minutes.

Question 27

I'm not receiving my OTP/Verification Code

Accepted Answer

What should I do if the verification SMS code does not arrive?

The reasons may be the following:

The number is blocked by the telecom operator
Bad connection. Rebooting the device may help
SMS goes to another number due to incorrect phone number entry. Reconnect your account with the correct number
The mobile device is blocking the message. Go to the settings in the SMS section → Blocked, Spam/ Blacklist
If your mobile device has two SIM cards, try swapping the SIM cards

Question 28

How do I send money to other S1lkPay Users?

Accepted Answer

Sending money in S1lkPay is conducted by sharing a card. A user can create a card for himself and give access to his/her card to another user through the S1lkPay application.

You can send money both to S1lkPay or a non- S1lkPay user. Both recipients will receive an SMS notification seconds after you shared a card (sent money).

To send money from your S1lkPay app:

Click 'Share' on your Home tab
Select a user by searching with their Contact Name enter the number
Select a card to be debited
Enter the amount of money you would like to send
Enter a note to the recipient and press ‘Share’

Your transaction should be completed instantly!

Question 29

If you send money to a non-S1lkPay user

Accepted Answer

They will receive an SMS with a link to download the app. Once the recipient creates an S1lkPay account with the same phone number you sent the payment to, they'll receive the money you sent in their S1lkPay account.

Question 30

How do I request money?

Accepted Answer

You can use the "Request" feature to send a payment request to any S1lkPay and non-S1lkPay user.

Log into your S1lkPay account and tap 'Request' at the Home page
Select the contact (or enter the telephone number) you want to request money from
Enter the amount you are requesting and press ‘Request’

Your request will be sent instantly!

Please note that the recipient of your request may choose to accept or decline your request accordingly.

Note: The 'Request' feature is not for requesting loans from S1lkPay

Question 31

Where can I use my card?

Accepted Answer

We are the Principal Member of the global Mastercard payment system, which means you can use your S1lk card in most places that accept Mastercard cards, including online and offline stores around the world.

You can also use your S1lk card for fast and secure contactless mobile payments by linking it to Apple Wallet or Samsung Pay or S1lkpay.

Question 32

How to pay online?

Accepted Answer

S1lk card can be used for offline and online purchases. Online payments are processed in the same way as other cards. To pay offline, link your card to your mobile device using Apple Pay or Samsung Pay.

To open card details:

Go to the Cards tab → Tap the card → Card details → Get access via SMS → Enter the 4-digit code received via SMS → Details of your card will be open

Question 33

How to pay in-store?

Accepted Answer

In order to pay in-store, link your S1lk card to your mobile device using Apple Wallet or Samsung Pay.

Question 34

How to add my card to Samsung Pay?

Accepted Answer

Open the Samsung Pay app and sign in with your Samsung Account. Set up a convenient authorization method for you: by fingerprint, Iris or with PIN.
On the "Payment" screen, click on the "Add card" button. Enter the card details manually or scan them using the phone's camera, accepting the Bank's Terms of service.
Click on the ‘Get SMS’ button and enter the received one-time code, click the "Send" button.
Card added! Up to 5 S1lk cards can be added to one device.

Question 35

How to add my S1lk card to Samsung Pay?

Accepted Answer

Open the Home Page of the app, and tap “Cards”
Tap on a chosen card and press the “Add to Samsung Pay” button*
Accept the Terms and Conditions of Samsung Pay
Your card has been added! You can add up to five S1lk cards and pay contactless

* If you do not see this button, download the Samsung Pay app from the Galaxy Store

Question 36

How to add a card for Apple Pay on iPhone?

Accepted Answer

Open the Apple Wallet and sign in with your Apple Account. Set up a convenient authorization method for you: by fingerprint, Iris or with PIN.
On the "Payment" screen, click on the "Add card" button. Enter the card details manually or scan them using the phone's camera, accepting the Bank's Terms of service.
Click on the ‘Get SMS’ button and enter the received one-time code, click the "Send" button.
Card added! Up to 5 S1lk cards can be added to one device.

Question 37

What is an international money transfer?

Accepted Answer

International money transfer in S1lkPay is a way to transfer money to a person who is abroad by sharing an S1lk card through the application. It is fast, safe and easy.

Question 38

To whom can I make an international money transfer?

Accepted Answer

You need to download the S1lkpay application, register in it, open the card and immediately send money to the recipient by sharing the card virtually. The recipient does not need a bank account to receive money.

With S1lkpay, financial services become available to unbanked and underbanked people.

Question 39

How can I receive an international money transfer?

Accepted Answer

You need to download the S1lkpay app, and register with your phone number.

You don't need a bank account to receive money.

Question 40

How much time does an international money transfer take?

Accepted Answer

The process of international money transfer between S1lkpay accounts take a maximum of a few minutes. All transactions are carried out online in the application, regardless of the country, currency or time of the day

This is the main advantage of our service in contrast to the services of traditional banks.

Question 41

What is the exchange rate for foreign currency transactions?

Accepted Answer

The conversion is backed by MasterCard conversion rates. S1lkPay does not charge any mark-ups for currency conversion.

Question 42

Is it safe to make international money transfers online?

Accepted Answer

Safety is the number one priority for us.

Information about personal data, cards and your money is confidential.

We ensure the security of international transfers through a multi-factor encryption and authentication system: Touch ID and Face ID, 3-D Secure, PIN code and PCI DSS.

Question 43

Is S1lk card safe?

Accepted Answer

Prepaid debit cards are a safer and sometimes more convenient option than cash or plastic cards.

The Silk card is PCI DSS protected
You can open up to five virtual cards, and use them with the minimum required balance, sufficient for payments
The card is protected by the ability to access from one phone, so another user cannot log into your account through other devices
The virtual card has a unique number and 3-D Secure protection for secure online shopping
Entry is by PIN code or through your biometric data
You can make secure contactless payments with Samsung Pay or Apple Wallet

Question 44

How to Freeze your S1lk Virtual Card?

Accepted Answer

The Freeze Card function enables you to temporarily deactivate your card in order to prevent it from being used for any transaction. You can always Unfreeze the Card whenever you want to.

To Freeze your Card, start by logging into your S1lkPay account:

Go to your Card tab
Tap on the card
Tap Freeze the card

Question 45

To Unfreeze your Card:

Accepted Answer

Go to your Card tab
Tap on the card
Tap Unfreeze the card

Question 46

How to delete an account in the application?

Accepted Answer

You need to close all your main and shared cards before deleting your account. Please contact support@silksoftgroup.com to deactivate your account.
After that follow these steps:

Open the S1lkPay app and click on the "Profile" tab
Click on the "Delete account" button

Question 47

How to reset a password?

Accepted Answer

Do not enter a PIN code when entering the application. Instead, click on the "Enter password" button in the upper right corner.
Your phone number and a password entry field will appear.
Below, click on the "Forgot password" button. The system will prompt you to enter a new password and confirm it. The new password must be at least eight characters long.
Next, a new section will open with a field for entering the confirmation code. After receiving the code via SMS, enter it in the appropriate field. After setting a new password, click Done. You will be redirected back to the number and password input field. Enter the new password in the ‘Password’ field and click ‘Done’.

Question 48

What is a main card?

Accepted Answer

The first created card is considered the main card. If you have added multiple cards to S1lkPay, then the main card is used by default for all payments, transfers and transfer requests.

Question 49

What is an additional card?

Accepted Answer

Additional card – is a card that you have shared. In S1lkPay you can share cards unlimited time.

Question 50

What is the fee for card sharing?

Accepted Answer

To learn more about tariffs and limits, click to this link

Question 51

What is the fee for a transfer from a card in S1lk to a S1lk card?

Accepted Answer

Transfer in the application is carried out through card sharing - card sharing. The user opens a card and shares a certain amount by creating an additional card - card sharing.

Question 52

Does your application work without internet?

Accepted Answer

Currently, offline mode is not available. This opportunity will appear soon.

Question 53

In what currencies can I open a Silk card?

Accepted Answer

Currently, you can open a card in USD and KZT.

Question 54

How to withdraw cash from the card?

Accepted Answer

Not available. Currently, this feature is not available.

Question 55

What is the expiration date of S1lk card?

Accepted Answer

The expiration date of the card for verified users is 3 years. For unverified users - 60 days.

Question 56

How to refund the balance on the card?

Accepted Answer

If it is a card that has been shared, then the balance is returned to the card of the client who previously shared the card.

Question 57

How to get the refunds?

Accepted Answer

Refunds to a virtual card are carried out in the same way as for physical Visa/Mastercard cards.

Question 58

My money is missing

Accepted Answer

If you tried to add cash from your bank account to S1lkPay, and haven’t received the money.

In such cases, please note down the:

Transaction ID
Amount you added
Mobile money or card number
Confirmation SMS / Message from your mobile money operator or Bank

Send these details to S1lkPay Support via email: support@silksoftgroup.com

How S1lkpay works

Create and share cards

How to create a card?

How to share a card?

Receive a card

How to receive a card?

Spend in-stores

How to add my S1lk card to Samsung Pay?

Shop online

How to pay online?

Get verified

Get verified and get more perks

Frequently asked questions

Download the app

Download S1lkPay — money is always with you and your family

support@silksoftgroup.com