Frequently Asked Questions (FAQs)

Am I eligible to create a Klivvr account?

You are eligible to create a Klivvr account if you:

• Are at least 16 years old.
• Own a compatible smartphone.
• Hold a valid Egyptian National ID or passport.

How can I create Klivvr account?

• Enter your mobile number and verify it through the OTP that you will receive via SMS.
• Set your passcode.
• Enter your personal details.
  • First name
  • Last name
  • Email address
  • Klivvr tag
  • Referral code
• Fill the KYC (Know Your Customer) form.
• Enter your legal information as stated in your Egyptian national identification card.
• If you are a U.S. citizen or a U.S. tax resident (e.g., a Green Card holder), you will need to enter your Foreign Account Tax Compliance Act (FATCA) information.
• If you are from one of the sanctioned countries listed below, you must enter the information in the Sanctions section.
  • North Korea
  • Cuba
  • Iran
  • Syria
  • Crimean
  • Peninsula
• Scan both sides of your national identification card.
• Choose your card plan.
• Enter your address.
• Card Checkout.

Once submitted, Klivvr will review your information according to the Central Bank of Egypt’s requirements.

How to change my passcode?

• Head to your homepage.
• Tap on the gear icon on the top right.
• Choose "Privacy & Security".
• Choose "Change Passcode".
• Enter your old passcode.
• Create new passcode.
• Re-enter passcode

What is Klivvr privacy policy?

Klivvr strives to make all financial transactions a safe and secure experience. You can read more about how Klivvr handles your personal information in the Privacy Policy section.

How does Klivvr protect my personal information?

Your privacy and security are very important to Klivvr, and Klivvr’s solution is designed to prevent unauthorized use and protect your personal information.

To achieve this, Klivvr uses security measures that include computer safeguards and secured files, as well as data centers that house your data securely in Klivvr's database.

We also maintain other physical, electronic, and procedural safeguards to protect your information, and we limit access to information to those employees for whom access is appropriate.

Does Klivvr share personal user data with any third parties?

Klivvr only shares your personal information with partner banks in accordance with the terms and country's regulations.

How can I report a fraud attempt to Klivvr?

Klivvr’s fraud liability protection program protects you from purchases or charges made without your authorization.

If you discover that a purchase or charge was made in your name that you did not make or authorize, you must file a claim with Klivvr within 60 days of the date the charge first appears in your transaction history on your Klivvr app. You can file a claim by contacting Klivvr

How is Klivvr secure?

Klivvr is secure because:

• The application cannot be downloaded if the phone is jailbroken.
• The application automatically locks itself even if you forget to log out or close the app, your session terminates automatically.
• No sensitive information is stored on the mobile application.
• All sensitive information is stored on Klivvr’s systems according to the highest security standards.
• All financial transactions require an additional authentication step (entering the app passcode or the card PIN).
• You will receive a notification (SMS or push notification) every time the card is used to make a transaction.
• Using the app from a different mobile device will require re-authentication for that mobile device.

How to protect my Klivvr account?

• The App Passcode or Card PIN assures us that it is you.
• Anytime you perform a financial transaction on the Klivvr app or order a new card, Klivvr will ask you for your app Passcode.

Things you need to do to keep your account safe:

Keeping your money safe is Klivvr’s top priority – but there are lots of things you can do to stay safe too.

• You can only download the Klivvr app from the App Store on iPhone and Google Play on Android.
• Only let people you trust use your phone, and never tell them your phone’s or app’s passcode.
• Delete all content and settings from old phones you’re selling so you don’t leave your Klivvr account open to whoever buys them.
• Turn on automatic app and software updates on your phone and delete old apps you don’t use.

What to do if I suspect my Klivvr account is compromised?

If you believe your account may be compromised, change your account passcode.

What should I do if I spot a suspicious transaction on my account?

If you notice a suspicious transaction, refer to the article "How to dispute a transaction" and contact Klivvr Customer Support directly through the Klivvr app.

If you’d rather speak on the phone, you can request this during the chat. Klivvr will arrange a call back within the hour to discuss the matter further with you. Once you get in contact with an agent, thoroughly explain the situation. Every detail here is important. Please rest assured that Klivvr will take all necessary measures to assist you in this situation.

In addition to Klivvr’s legal obligations for fraud prevention and to continuously improve Klivvr’s security safeguards, Klivvr has a dedicated team who analyses each fraud case individually. The fraud cases themselves are often relatively complicated and have to be dealt with in detail. Depending on the complexity, this can take any time from a few days to several weeks.

Finally, if you have evidence or strong feelings that the account might have been hacked, we recommend that

What should I do if I’ve lost my card, or believe that my card details may have been compromised?

If your Klivvr card has been lost or stolen, or you believe your card details have been compromised, you should report the situation immediately through your Klivvr application, and then reorder a new one to keep your money safe. Additionally, you can still view your balance and complete in-app transactions or purchases.

Once the card has been reported stolen, it will be cancelled and cannot be used again, even if it is returned or found later. The new card will have a new number, expiry date, and CVV. Once you receive it, you will have to activate it and set a new PIN.

We should add that you can still see your balance and complete in-app transactions.

How can I report a lost or stolen card?

You can easily report your stolen card through the Klivvr application or by contacting customer support. Once the card is reported stolen, it will be cancelled and cannot be used again, even if it is returned or found later.

The new card will have a new card number, expiration, and CVV. Once you receive it, you will have to activate it and set a new PIN.

If you do not have access to your Klivvr mobile application, you can also request to block your card or account by calling us at 15705.

How to dispute a transaction?

Have you noticed a card transaction on your Klivvr account history that you don’t recognize? Did you place an order online but never received it? Read on to find out how to request a chargeback in this situation.

To dispute a transaction with Klivvr, you can view the transaction details in your Klivvr application or contact us through our customer support number at 15705.

Important:

• If your dispute is about an unauthorized transaction, you will need to block your Klivvr card and order a new one to prevent further fraud before we can process your request. Your Klivvr application will guide you through these steps.
• If you select a transaction but the report button does not appear, this means that the transaction has been authorised but not settled yet. In this case, you will need to wait until the charge becomes a presentment. Read this article “What is difference between authorizations and presentments?”
• If you have already closed your Klivvr account and no longer have access to your Klivvr application, you will need to contact customer support from your registered e-mail address at support@Klivvr.com.

What is a charge back?

A chargeback is the return of a card payment to a customer by the merchant following a transaction dispute. The chargeback is paid out once the transaction dispute has been successfully resolved in favor of the customer.

Klivvr offers a chargeback service through Visa, which allows you to dispute transactions made by someone other than yourself or when a mistake occurs on the merchant’s part. For example, if you ordered goods online and didn’t receive them by the expected delivery date, you may be eligible for a chargeback.

What are the differences between authorizations and presentments?

Klivvr gives you real-time access to your account, so you can see your transactions as they happen.

To this end, two main transaction types take place during an in-store or online purchase:

Authorizations: A block or reserved amount made by a retailer or merchant. This includes anything from your morning cup of coffee to hotel or car rental bookings (including security deposits). This amount is held from your total balance but has still not been deducted from your total balance.

Presentments are the actual sums deducted from your account. Again, that cup of coffee is finally cleared from your account, or you can get your security deposit back once you have checked out of that hotel room or returned your rental car to the merchant safe and sound.

Once an authorization has been confirmed, Klivvr cannot cancel or reverse it. At that point, three things can happen to your authorization: it turns into a presentment, it is rejected, or it expires. In the last two scenarios, your money will be automatically returned to your account within 14 days. Additionally, you can request a refund if you didn’t perform this transaction.

If it doesn’t expire within 14 days, Klivvr customer support can help you get your money back.

How to protect my identity?

To protect and help avoid the misuse of your personal data, please keep in mind that:

• Only complete the verification process if you want to open a Klivvr account for yourself. We will never ask you to verify another individual or company’s identity. This can include verification for lines of credit or job offers (including jobs with Klivvr).
• As the account owner, only you should be able to create and have access to your login details.
• To stay safe, never create a Klivvr account with a predefined e-mail address and password. If you use login credentials that were given to you, these credentials may be used to access your personal or legal information.
• Never log into a Klivvr account that is not yours.
• Do not send your ID or passport to unknown or unverified recipients.
• Klivvr may ask for certain documents when your transaction is subject to a routine check. Only send valid documentation to verify Klivvr e-mail accounts.
• We will never ask for your passcode, one-time password, or card PIN. You should never provide this information to anyone, neither Klivvr nor any external website or app.

If you have received a suspicious request from a third party or think your Klivvr login may be compromised, please do not hesitate to contact us.

What is my PIN number?

PIN, which stands for personal identification number, is as easy as it sounds. At Klivvr, we have 2 types of PINs: the confirmation PIN & Card PIN.

The confirmation PIN is used to confirm all actions made within the app, such as transfers, password changes, etc. While the Card PIN is used to make withdrawals and pay in shops with your card.

How does Klivvr detect and monitor fraud?

Klivvr has a specialized team focused on monitoring and identifying suspicious transactions on the platform. With the help of advanced statistical models, security algorithms, and human behavioral analysis, our team of experts ensures that your money is always in safe hands.

If Klivvr suspects a fraudulent transaction, you will be contacted straight away.

What does Klivvr do when fraudulent behavior is detected?

When our team of experts detects irregular activity, Klivvr takes all available mitigation measures, as per regulatory law, to prevent further damage. This includes flagging the transaction, contacting the cardholder, rejecting transactions, and in rare cases, closing and reporting the offending accounts in question to the authorities.

When suspicious transactions indicate the existence of money laundering, terrorist financing, or any other criminal offense, Klivvr immediately reports these activities to the Egyptian Transaction Investigation Unit and local supervisory entities.

Why does Klivvr do checks on transactions?

Klivvr is responsible for running routine checks on accounts and transactions to ensure account security. These checks are automatically initiated by our systems.

As a result, we may ask you to provide some documents. If you receive such a request, please send the requested documents via Klivvr application Messages, with no exception.

This practice is a standard banking procedure and ensures the safety of our customers. Both the process and the result are handled internally and strictly confidential. Here are some steps you can take to speed up the process:

• The document that we need you to provide will be requested in the message you will receive from Klivvr. You can send the team scanned documents, pictures, or screenshots as long as the original content of the document is easily readable. Please make sure to also provide a detailed description.
• Be precise in your answers, details, and documents. Once the team has received the required proof and description, Klivvr will let you know if your reply passed the check. In a few cases, Klivvr might ask for further clarification, which may prolong the process.
• Reply as soon as possible, preferably before the deadline stated in the message you have received from Klivvr. Use that same e-mail to reply and send attachments.

How can I close my Klivvr account?

At this time, you can close your personal Klivvr account from your Klivvr application. To do this, simply navigate to your settings >> Close account >> Confirm, then our customer support team will contact you shortly to handle the request.

Please note that closing your Klivvr account will not automatically transfer funds to your bank or return them to the original senders. Before you close your account, please contact our customer support to ensure transferring the funds to your bank account. That means you will need to transfer any funds in your Klivvr account to your bank account or associated cards and return the funds to the sender before deleting your account.

How can I check my KYC status?

As long as your KYC is under review, the application will only show the status of your KYC review. To check on your KYC status, simply open the application, log in, and the status will be displayed.

How can I order my Klivvr Card?

Once you get started with your Klivvr account and complete the KYC section:

• You will automatically request your Legend Card.
• Your application will then be reviewed by Klivvr and Klivvr’s partner bank.
• Upon approval, your card will be ready in 10 working days.

How can I activate my Klivvr Card?

• Tap on the "Activate your card" button.
• Enter the last four digits of your card.
• Enter a 4-digit code to set as your card PIN.
• Re-enter PIN to confirm.
• Enter your 6-digit passcode

How can I change my card PIN?

• Just head to your home page, tap on “Card Controls” and navigate to "Change PIN".
• Enter your 6-digit passcode.
• Enter a 4-digit code to set your card PIN.
• Confirm card PIN.

How can I freeze my card?

• Go to the "Card Controls" Tab,
• To temporarily disable your card, click "Freeze Card."

What are my daily & monthly card limits?

Klivvr cards typically have daily and monthly limits.

Card Payments In-Store and Online
Non KYC-ed users (before the Klivvr partner bank finishes the KYC review)

• Account balance limit: EGP 30,000
• Daily limit: EGP 7,500
• Monthly limit: EGP 25,000

KYC-ed users (after the Klivvr partner bank provides the KYC approval, which could take up to 30 days) Account balance limit: EGP 300,000.

• Account balance limit: EGP 300,000.
• Daily Limit: EGP30,000
• Monthly Limit: EGP 100,000

In contactless/ NFC payments, the PIN won’t be required for purchases under 600 EGP. However, you’ll be required to enter your card PIN if you make a purchase above 600 EGP or have conducted 3 transactions without entering a PIN.

Do I need to get Klivvr Card? Or can I use Klivvr application only?

Yes, you need Klivvr Card. However, you can still use the Klivvr app for most of the services, like adding money, sending, requesting money, and bill splitting.

If you report your card stolen, freeze your card, or order a new card. You can still make in-app transactions.If you report your card stolen, freeze your card, or order a new card. You can still make in-app transactions.

Can I use my Klivvr Card at any merchant?

Yes, You can use your card at any merchant that accepts VISA. There are nearly 54 million worldwide.

Can I use my Klivvr Card to withdraw money from any ATM?

Yes, you can use your Klivvr Card to withdraw money from any ATM around the world. However, a withdrawal fee may apply according to the fee structure announced by AAIB or on international money withdrawals at the time.

Can I use my Klivvr Card for online payments?

Yes, you can use your Klivvr Card for online payments.

Can I use my Klivvr Card for online payments?

Yes, you can use your Klivvr Card for online payments.

Can I still use the money on the account after the card expires?

If your card has expired, you can still use your Klivvr account through your Klivvr application. Your money will remain in the account, and you can still perform money transfers using your Klivvr application.

Can I keep using my card after it has expired?

You can keep it, but you will not be able to use your card once it has reached its expiration date. You will receive a new card, with a different number and a new expiration date. However, you can still use the Klivvr application to send and request money.

My card has already expired, but I never received a replacement. What should I do?

The card should be replaced in 10 working days after ordering a new one. Please reach out to Klivvr Customer Support if you have exceeded this duration. You can also reach out to our customer support representatives through our in-app chat.

What is the transaction limit for contactless payments?

• Contactless transactions under EGP 600 will not require to enter your PIN code.
• Contactless transactions above EGP 600 will require to insert your card in the POS machine and enter your PIN code.

Are there any card limits for the Go Card?

Yes, there are card limitations for the Go card!

For light KYC-ed users

• Account balance limit: EGP 30,000
• Daily limit: EGP 7,500
• Monthly limit: EGP 25,000

For full KYC-ed users

• Account balance limit: EGP 300,000.
• Daily Limit: EGP30,000
• Monthly Limit: EGP 100,000

What is my Card Usage Policy?

You may not use your card, the Klivvr application, or the services to take any action that, as we see:

• Interferes with or infringes upon another person’s access to their Klivvr Account.
• Defamatory, harassing, or threatening to any person.
• Encourages or promotes physical or mental harm to any person.
• Promotes violence against any person.
• Threatens or promotes terrorism.

Klivvr reserves the right to refuse to execute or complete your transaction in addition to suspending or terminating your access to your account if you violate our Usage Policy.

Some of your transactions may carry risks that are higher than those of other transactions. Examples include international money transfers, overseas purchasing, and online shopping.

Klivvr may need to reach you, whether via SMS or a direct telephone call, to verify any suspicious transaction. Thus, it is very important to ensure that your registered mobile telephone is updated.

How can I raise a dispute?

If you would like assistance with your account, card payment disputes, changing your data, or have a general inquiry about card delivery, please check the Klivvr Support Hub or contact the customer support team through your Klivvr mobile application.

If you are dissatisfied with one of our products or services, our dedicated customer support team is available to assist you in resolving any issue.

How can I raise a complaint?

We are sorry to hear you wish to raise a complaint and would like to take further action. Klivvr will thoroughly investigate your complaint and provide the findings and final response via e-mail.

Klivvr's customer support team can also help you submit a complaint via in-app chat; otherwise, please write to support@Klivvr.com.

Please note: These inboxes are for filing complaints only. Klivvr Customer Support is available every day and may be able to resolve an issue sooner if contacted through other available channels.

When filing a complaint, please be sure to include:

• A comprehensive description of the complaint and the affected service or product,
• The date on which the problem first occurred,
• Any supporting documents to accompany your complaint (e.g., screenshots, e-mails, etc.),
• Your preferred outcome.

Kindly note that we can only discuss account-related matters with an e-mail address that is registered to your Klivvr account.

If the complaint is raised through a customer support representative, it must also be accompanied by a reference number.

Klivvr will contact you via e-mail to confirm receiving your complaint and begin investigating. If more information is required, the Klivvr customer support team will reach out to you directly via e-mail.

What is my daily transfer limit?

• The daily limit for money transfers is EGP 7,500 for non-Kyc-ed users.
• The daily limit for money transfers is EGP 30,000 for Kyc-ed users.

How can I add money to my account?

To add money to your account, follow these simple steps:

1. Go to your homepage.
2. Tap on "Add money"
3. Enter the desired amount.
4. Click "Continue"
5. Add your card information.
6. Click "Add money"
7. Enter the OTP you received via SMS.

P.S. You can also request money from your contacts.

How can I send money to friends?

With Klivvr, you can easily send money to any of your Klivvr contacts or invite new users to Klivvr to make sure they’re not missing out on all the Klivvr services.

Service Eligibility

To be able to send money through Klivvr:

• Your account with Klivvr has to be verified.
• You need to make sure you’re sending it to another Klivvr user.
• Your maximum limit to send money should not exceed the daily transaction limit of EGP 30,000 or the monthly transaction limit of EGP 100,000.
• The recipient should not exceed their assigned account limit.

Here’s how to send money through Klivvr:

1. Tap "Send" at the top left corner of your homepage.
2. Select your contact from the list (make sure you allow Klivvr to access contacts).
3. Enter the desired amount.
4. Tap "Send"
5. Write a note to your friend.
6. Enter your 6-digit passcode
7. Tap "Send"

Once the money is sent, the recipient will receive a push notification to notify them that you have sent them money. If they don’t have a Klivvr account, you can invite them from your profile settings section.

Please note that once you send money through Klivvr, you will not be able to cancel or reverse the transaction.

How can I request money through Klivvr app?

With Klivvr, you can easily request money from any of your Klivvr contacts or invite new users to Klivvr to make sure they’re not missing out on all our services.

Service Eligibility

To be able to request money through Klivvr:

• Your account with Klivvr has to be verified and active.
• You should not exceed your account limits.

Here’s how to request money through Klivvr:

1. Tap on "Request" at the top left corner of your homepage,
2. Select a contact from the list (make sure you allow Klivvr to use contacts),
3. Enter the desired amount,
4. Tap on "Request"
5. Select the purpose for your request and submit the request.
6. Your friend will be notified about your request, and once he/she pays the amount, you will be notified that the request has been paid.

Please note that you will only be able to cancel the request before it is processed, so be sure to check the details of the transaction carefully.

How can I split bills with my friends?

With Klivvr, you can simply split bills with your friends through your Klivvr app

Here’s how:

1. Tap on any transaction you want to split.
2. Allow Klivvr to access your contacts.
3. Select the user with whom you want to split the transaction.
4. Edit the amount
5. Tap on “Continue”, then tap on “Split”
6. Write a note to your friend.
7. Your friend will be notified about your request, and once he/she pays the amount, you will be notified that the request has been paid.

Does adding money to my account incur any fees?

No, there are currently no fees associated with adding money to your Klivvr account.