FAQs

eGlobex is an all-in-one financial app

Through the app, users can access different services depending on their needs, including:

Payments Card & Account Program, open an online payment account and card to manage everyday spending and payments.

Crypto Program, open a crypto wallet to buy, hold, and manage crypto assets. Send and receive Crypto transfers.

With eGlobex, clients can opt for one program or both (subject to eligibility).

To update your phone number or email, please contact [email protected].

Our dedicated customer service team will assist you in changing your phone number or email.

The Globex Prepaid Mastercard card and account are provided by Moorwand Ltd in partnership with Harmoniie SAS. The card is issued under licence from Mastercard International.

Harmoniie SAS is a company registered in France under number 833165863, with its registered office at 1, Rue de la Bourse, 75002 Paris. It is authorised by the Autorité de Contrôle Prudentiel et de Résolution (ACPR), under licence number 17478, to issue electronic money.

Moorwand Ltd is a company incorporated in England and Wales (Company No. 8491211), with its registered office at Fora, 3 Lloyds Avenue, London, EC3N 3DS, United Kingdom. It is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (Register Ref: 900709) to issue electronic money and payment instruments.

Opening an eGlobex account takes just a few minutes.

All you need is an ID, your smartphone and a valid proof of address. Download the eGlobex App (on Apple Store or Google Play), create your account, take a picture of your ID and proof of address, take a selfie – you’re done!

We accept international passports, as well as EEA-issued identity cards, driver’s licenses and residence permits. Our customer onboarding process is powered by Sumsub (https://sumsub.com/).

Clients who open an eGLOBEX account today will receive an EU IBAN (European IBAN), which is accepted across Europe as an EU IBAN.

Your funds are safeguarded by Moorwand Ltd in partnership with Harmoniie SAS.

Details of the Moorwand Ltd authorisation by the Bank of Lithuania is available on the public register at https://www.lb.lt.

We take every precaution to keep your funds secure.

You can open an eGlobex payment account in the eGlobex app. With your account, you can send, receive and hold money money, and make payments online or in stores.

With your account, you can also receive a Globex Mastercard (physical or virtual) to pay anywhere Mastercard is accepted.

As with credit and debit cards, you should take every precaution to keep your eGlobex prepaid Mastercard in a safe place and your PIN secure.

Prepaid cards aim to reduce the need to carry or hold large amounts of cash. Please refer to the cardholder terms and conditions.

A prepaid debit card acts like a standard debit card, but it is loaded to a predefined amount and can be reloaded as and when required.

You will only be able to make purchases with the card when there are sufficient funds on your prepaid card, and you will not be able to spend more than your available funds.

The prepaid card works just like any debit card worldwide. If you wish to buy a product or service, you can use the card in person or online (anywhere Mastercard is accepted).

You can use your eGlobex prepaid card just like you would with any credit or debit card. Shop at physical or online stores, with any merchant that accepts Mastercard.

Before you start using your Globex card you must do the following steps:

• Activate your card via our eGlobex App, if necessary.
• Obtain your PIN via our eGlobex App.
• Load money onto your eGlobex account.

How to obtain your PIN code:

1. Click on the “Cards” button on the homepage.
2. Click on your card.
3. Click on the “See PIN” button.

If you need assistance, please reach out to our customer service team at [email protected]. 

Your Globex card is a prepaid debit Mastercard that can be used online or in stores wherever Mastercard is accepted.

Please ensure you have sufficient funds in your account to use your card.

Yes, you can use your card for ATM withdrawals at worldwide locations, wherever Mastercard® is accepted.

If your card has been lost or stolen or you believe its security has been compromised, you must inform our Customer Service team as soon as possible at [email protected].

If you have any questions that are related to your card, please don’t hesitate to send an email to our customer service at [email protected].

Yes. You can find the expiry date on the front of your card. If your card is about to expire, and is still active, please contact [email protected], if you have not received a new card yet.

Any balance remaining on the card will be transferred to the new one before it is dispatched to you.

We count normally up to 3-5 working days for card delivery.

You can find your IBAN and account details in the profile section of your account, when logging into your eGlobex account.

You can find all fees in the section Fees and Limits and on your Terms and Conditions, available on our website myeglobex.com and in the eGlobex app.

You can find all limits in the section Fees and Limits and on your Terms and Conditions, available on our website myeglobex.com and in the eGlobex app.

If you have any questions that are related to your account or cards, please don’t hesitate to send an email to our customer service at [email protected].

You are also welcome to pay a visit to one of our Globex branches in France: Nice, Beausoleil, Menton and Antibes, for personal assistance.

Yes. You can change your PIN at an ATM, but this feature is only available at selected ATMs (Please check if supported).

If you have forgotten or lost your PIN, please go to your eGlobex account, go to “Cards” section, choose your card and click on “See PIN“.

You must notify us via email to [email protected] and include your new proof of address.

If you wish to cancel your Globex card or no longer wish to use it, then contact [email protected].

The Globex prepaid Mastercard is issued by Moorwand Ltd in partnership with Harmoniie SAS pursuant to a license granted by Mastercard.

Harmoniie SAS is a company registered in France under number 833165863. It is authorised by the Autorité de Contrôle Prudentiel et de Résolution (ACPR), under licence number 17478, to issue electronic money.

Moorwand Ltd is a company incorporated in England and Wales (Company No. 8491211). It is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (Register Ref: 900709) to issue electronic money and payment instruments. 

Globex provides the eGlobex crypto service through an integration with GateHub, allowing users to manage crypto assets in a simple in-app wallet experience.

No. The eGlobex crypto wallet is designed to be intuitive and beginner-friendly, even if you’re using crypto for the first time. You can easily buy your first crypto with eGlobex!

Yes, you can open your eGlobex crypto wallet directly in the app. Click “Open an Account” on the landing page when you log into the eGlobex app.

The  eGlobex Crypto wallet supports the following cryptocurrencies (list is subject to change) : Ripple (XRP), Bitcoin (BTC), Ether (ETH), Gala (GALA), Litecoin (LTC), Songbird (SGB), USD Coin (USDC), Tether, (USDT), Wrapped XRP (WRXP), Sora (XOR). 

The eGlobex Crypto wallet supports both:

• Holding crypto as an investment (for example, buying crypto and keeping it long-term), and
• Using crypto for everyday use and transfers (where supported), such as:
• sending crypto to friends or family
• transferring funds internationally
• receiving crypto payments
• moving crypto between your eGlobex wallet and another wallet/platform
• paying for goods or services with crypto* (*if the merchant accepts crypto)

The eGlobex Crypto wallet is powered by Gatehub. Gatehub is a digital asset platform that supports sending, receiving, and managing blockchain-based assets. Globex uses GateHub technology to provide secure and reliable access to crypto within the eGlobex ecosystem.

GateHub provides the wallet infrastructure and functionality, enabling users to manage supported crypto assets via eGlobex.

GateHub is an established crypto wallet platform operating internationally. Gatehub is registered in Slovenia with the registration number 9328904000. Registered Office:  Zaloška cesta 1, 1000, Ljubljana, Slovenia.

eGlobex Crypto Wallets are custodial, meaning your crypto assets are held and safeguarded by the wallet provider through the eGlobex crypto program.

Users control their balances through their secured eGlobex accounts. 

The eGlobex crypto wallet uses security layers supported by the GateHub wallet infrastructure, including secure account access controls and transaction protection measures.

Protection includes:

• secure account authentication
• access control such as 2FA (where enabled)
• secure wallet operations and withdrawal controls

If you lose access to your eGlobex account (for example, if you forget your password), you can reset it using. If you still need help accessing your accounts, you can always contact our eGlobex Support Team at [email protected]. If additional checks are needed, support may request identity verification.

Your eGlobex account is protected by multiple security measures designed to prevent unauthorized access and keep your funds safe. 

Security measures may include:

• login security
• 2-factor authentication
• transaction confirmations 

Yes. You can buy crypto directly in the eGlobex app. You can buy the following cryptocurrencies (list is subject to change) : Ripple (XRP), Bitcoin (BTC), Ether (ETH), Gala (GALA), Litecoin (LTC), Songbird (SGB), USD Coin (USDC), Tether, (USDT), Wrapped XRP (WRXP), Sora (XOR). 

Yes. GateHub supports exchange functionality for crypto assets to EUR. Minimum amounts may apply, please check the app. 

Times vary depending on blockchain network conditions. Some networks (like XRPL-based transfers) are very fast.

Yes, supported crypto assets can be sent externally depending on network/asset type.

Yes, users can receive supported crypto assets into their wallet depending on network/asset type.

Crypto can be used for payments/transfers where supported by the asset/network.

Yes, crypto transfers can be international, depending on the asset/network.

Yes, crypto can be transferred to/from external wallets/platforms depending on supported assets and availability.

Yes, eGlobex is designed to simplify crypto for everyday users.

• The eGlobex app is designed with simple onboarding and an intuitive crypto wallet experience. 
• With eGlobex, you can also open a payment account and card account and receive an EU IBAN, allowing you to easily send and receive SEPA payments. 
• You can transfer funds between your eGlobex crypto wallet and your eGlobex online account with SEPA.

• Investment: buying crypto to hold long-term (value can rise/fall)
• Currency: using crypto for transfers/payments

Our eGlobex Team at [email protected] is here to provide simple guidance and assistance throughout your crypto journey.

Crypto values can fluctuate, and transactions may not always be reversible. As with any online financial service, it is important to stay alert for scams or phishing attempts, and availability may vary depending on local regulations in your country.

To open an eGlobex crypto wallet, you must meet the eligibility requirements below:

• Be 18 years old or older
• Complete identity verification with:
• a valid ID
• a video selfie

Standard identification verification process, additional verification checks may apply. A non-refundable €10 verification fee applies. Your crypto wallet will be created once your identity verification is successfully completed.

*The program is available worldwide* (please check country eligibility in the app).

Yes. Identity verification is required for compliance purposes. You will need a valid identity document, such as a passport, national ID card, residence permit, or driver’s license. You will also be required to do a video selfie.  

The program is available worldwide* (please check country eligibility in the app).

No. The eGlobex crypto wallet and the eGlobex payment/card account are two separate programs. You can choose to use one, the other, or both, subject to eligibility*. (please check country eligibility in the app).

The eGlobex Crypto Program is offered in line with applicable requirements, and availability or features may vary depending on your country.

The list of sanctioned countries right now : Afghanistan, Belarus, Central African Republic, Cuba, Democratic republic of Kongo, Eritrea, Guinea-Bissau, Iran, Iraq, Democratic people’s republic of Korea, Lebanon, Palestine, Russian Federation, South Sudan, Sudan, Syrian Arab Republic, UK (FCA), Yemen

It fits into eGlobex’s all-in-one model, offering multiple payment methods and solutions for different financial needs. You can choose to open a payment account, a crypto wallet, or both (subject to eligibility).

Yes, eGlobex is designed as an all-in-one financial app.

We continuously improve the platform and may add features over time.

It gives users the ability to manage traditional finance and crypto in one place, alongside other eGlobex tools.