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 in relation to Digital Assets (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

You can use your S1lk card in most countries where Mastercard cards are accepted. A complete list of supported countries can be found in the app.

Question 4

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 5

How do I open and top up my S1lk card in the app?

Accepted Answer

S1lkPay is a prepaid virtual card. To open and top up your S1lk card, follow these steps:

Go to the main page of the app and tap “Open S1lk Card”
Complete the KYC (Know Your Customer) verification process
After successfully completing KYC, enter the desired amount and the details of any VISA, Mastercard, or UnionPay International debit card, then tap “Add funds”

After a successful transaction, the total amount of funds available on the card will be displayed on the main page of the app.

Question 6

Is there an age limit to open a S1lk card?

Accepted Answer

Only users over the age of 18 can create cards as primary cardholders.

Question 7

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 8

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 9

To Unfreeze your Card:

Accepted Answer

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

Question 10

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 11

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 12

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 13

How to open a S1lk card?

Accepted Answer

S1lkPay is a prepaid virtual card. To open and top up your S1lk card, follow these steps:

Go to the main page of the app and tap “Open S1lk Card”
Complete the KYC (Know Your Customer) verification process
After successfully completing KYC, enter the desired amount and the details of any VISA, Mastercard, or UnionPay International debit card, then tap “Add funds”

After a successful transaction, the total amount of funds available on the card will be displayed on the main page of the app.

Question 14

Is there an age limit to open a S1lk card?

Accepted Answer

Only users over the age of 18 can create cards as primary cardholders.

Question 15

What is KYC?

Accepted Answer

KYC (Know Your Customer) is an identity verification process that allows you to use the service securely and issue and top up a card.

Question 16

How to complete the KYC process for identity verification?

Accepted Answer

Review the card features and click the “Start verification” button
Accept the payment card issuance agreement
Enter your residential address
Upload an identity document
Record a short video for identity verification
Confirm your residential address (in certain cases)
Complete a short questionnaire
Wait for automatic data verification
Receive a notification with the result

Question 17

Should the recipient of shared the card be verified?

Accepted Answer

Yes. The user you share the card with must complete the KYC process. The minimum amount you can share - $15.

Question 18

How do I enable SMS notifications?

Accepted Answer

SMS notifications about transactions will be enabled automatically upon registration. All other activities on your account and news about updates will be sent via notifications in the S1lkPay app. We recommend enabling notifications from the app via your phone settings.

Question 19

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 20

What does “Transactions on this account are blocked” mean?

Accepted Answer

The account has been blocked due to suspected fraud (telephone fraud) or other types of fraud.

Question 21

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 22

How to share a S1lk card via the app?

Accepted Answer

On the main page of the app, select the “Share” option
Select a recipient from your contacts list
Choose the card to be charged and enter the transfer amount
Tap the “Share” button

Question 23

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 24

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.

Question 25

How to make an online payment?

Accepted Answer

Go to the My Cards tab → Tap on the card → Card details → Access via SMS → Enter the 4-digit code received via SMS

Question 26

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 27

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 28

What is a prepaid card?

Accepted Answer

A prepaid card is an alternative payment card that is issued without being linked to a personal bank account.

Its key feature is that the card is topped up with a specific amount, and the user cannot exceed this limit. It also does not require a credit check, which is an advantage for users with a negative credit history or no credit history at all.

Question 29

Where can I use a prepaid card?

Accepted Answer

We are a principal member of the global Mastercard payment system, which means you can use your S1lk card in most places where Mastercard is accepted, including online stores worldwide.

You can also use your S1lk card for fast and secure contactless mobile payments by linking it to Apple Pay, Samsung Pay, or S1lkPay.

Question 30

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 31

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 32

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 33

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 34

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 35

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 36

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 37

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 38

To Unfreeze your Card:

Accepted Answer

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

Question 39

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 40

Can the person who shared the card track the card transactions of the person using the shared card?

Accepted Answer

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

Question 41

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

Accepted Answer

If you shared your card, you can find the accounts you shared it with under “Cards” → “Shared”.

If you requested a card, you can find the accounts you requested the card from under “Cards” → “Requested”.

Question 42

What is a main card?

Accepted Answer

A main card is a card whose issuance requires the client to complete the KYC verification and take full financial responsibility for transactions made on the account. With a main card, it is also possible to share (shared card) additional cards.

Question 43

What is an additional card?

Accepted Answer

An additional card is a card issued by the owner of a main card when they share funds with their family members or close contacts from their phone contacts list. To access the additional card, the recipient must complete a similar KYC verification.

Question 44

What is the fee for card sharing?

Accepted Answer

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

Question 45

Does your application work without internet?

Accepted Answer

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

Question 46

In which currencies can I open a S1lk card?

Accepted Answer

In Kazakhstani tenge (KZT), if you are a resident of Kazakhstan. You need to tick the “Resident of Kazakhstan” option during registration in the app.

Residents of all other countries can open a card in US dollars (USD). To do this, you need to complete registration without indicating Kazakhstan residency. Residency is identified based on your passport and phone number.

Question 47

How can I open a S1lk card if I do not have another bank card?

Accepted Answer

You currently cannot open a S1lk card without another bank card. This option is not available yet. However, you can request a card from another S1lk user. If the recipient approves the request and shares their card with you, you will receive an SMS notification with details of your new card. In this case, you will not need to provide another bank card for funding.

Question 48

How to withdraw cash from the card?

Accepted Answer

Not available. Currently, this feature is not available.

Question 49

How can I transfer funds to another bank card?

Accepted Answer

Transfers are temporarily unavailable. We are working on this feature.

Question 50

Can I transfer funds (share a card) between my own cards within the same user account?

Accepted Answer

Yes, you can.

Question 51

What is the validity period of the S1lk card?

Accepted Answer

The validity period of the main card is 36 months.
The validity period of an additional card is 2 months.

Question 52

How many cards can I open and share?

Accepted Answer

A single client can open no more than 5 main cards at the same time. Residents of Kazakhstan can open up to 2 main cards simultaneously. From existing main cards, you can share (issue additional cards) an unlimited number of times.

For more details, please refer to the “Fees and Limits” section.

Question 53

How can I withdraw the remaining funds from the card?

Accepted Answer

The card can only be used to:

Pay for goods and services
Share funds with others

Question 54

How to get the refunds?

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 55

My money is missing

Accepted Answer

If you tried to top up your S1lk card using your bank card and the funds were not credited to your S1lk card, please record the following information:

The transaction ID from the card-issuing bank
The top-up amount
The number of the card used for the top-up
A confirmation SMS or message from your mobile operator or bank

Please send this information to S1lkPay customer support by email: support@silksoftgroup.com

How S1lkpay works

Open 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

Frequently asked questions

Download the app

Download S1lkPay — money is always with you and your family

support@silksoftgroup.com