Frequently asked questions

General

 

Q: What services do you provide?
A: Zxtech can provide access to accounts and payment services for customer accounts. These accounts are e-money accounts opened with Modulr (Zxtech Ltd is licensed to operate as an EMD Agent of Modulr). The accounts can be used to send and receive GBP (UK domestic) and EUR payments (SEPA).The clients can also use the accounts to send or receive international payments.

Premium Account: An account offered to individual persons (accounts used for personal use).

Business Account: An account offered to legal persons (accounts offered to entities, companies, businesses incorporated in the UK).

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Dedicated Client Relationship Team: Our experienced team of bilingual (Chinese & English speaking) client managers are dedicated to delivering personalised assistance and guidance. They will ensure that you receive the highest level of service, addressing any questions or concerns you may have. If you need any other specialised legal or tax support, our team can refer you to the relevant expert. 

 

Access to currency conversion: We can help you to convert between different currencies.

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Q: Which entity is responsible for various payment-related activities:

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Q: Is the account a bank account? 
A: No. Zxtech is an EMD Agent of Modulr. Zxtech Ltd provides access to an e-money account and the associated payment services .

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Q: How are my funds protected?
A: The funds are protected using a regulatory requirement named “safeguarding”. 
One of the main differences between a bank and an EMD agent or EMI is that banks are allowed to use the money they receive from customers for their own business including to make loans and pay interest. EMIs are not permitted to do this. With EMIs and safeguarding, customer funds are always held with a regulated bank. One of the regulator’s (FCA) strict requirements is that EMIs are not allowed to use customer e-money funds for their own businesses or to lend to other customers, and that all EMIs must protect and ring-fence all of their customers’ funds in a segregated bank account, which is referred to as ‘safeguarding’. More information about how Modulr protect your funds and about safeguarding can be found here.

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Q: What happens if Zxtech were to cease trading, am I FSCS protected? 
A: Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme (FSCS) your funds will be held in one or more segregated accounts and safeguarded in line with the Electronic Money Regulations 2011.

 

In the unlikely event that we cease to trade, an administrator will be appointed to oversee the refund of customer e-money funds. There may be a short delay to accommodate this process, and some monies could be used to pay the administration costs, however customers should get most, if not all, their money back. Unlike the Government guaranteed bank insurance scheme, FSCS, there is no upper limit to the funds being safeguarded with an EMI. Therefore this means all your money is being protected, subject to the detail outlined above.

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Q: I would like to provide feedback to help improve the services and customer experience. How can I do this?
A: We always welcome useful feedback from our customers. You can do this via the app in settings and ‘Give feedback’. Alternatively, send us an email to support@zxtechuk.com with the subject line: Feedback. 

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Q: How to make a complaint? 
A: We sincerely apologise for any unpleasant experience. Please contact your client manager, send email to support@zxtechuk.com, or send post to the following address for raising a complaint:
Zxtech Ltd, Berkeley Square House, Berkeley Square, London, United Kingdom, W1J 6BD.

 

To ensure this is correctly processed please clearly indicate by putting a prefix of “Complaint:” within the email subject matter line or on the letter. 
- We normally respond to certain complaints within 15 business days. If we can't provide a final response, we will explain the reasons for the delay.
- We will provide a final response within 35 business days from the day when you first made the complaint.

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Account related

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Account opening

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Q: How can I open an Account?
A: Our premium service is tailored for our prestige clients. We only open accounts for the clients referred by our dedicated channels and existing clients. If you have been referred please contact your client manager who will assist you in opening your account.

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Q: Can I deposit cash into my account?
A: We do not accept cash deposits. To add funds you must transfer money electronically, instructions can be found within the app.  

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Fees

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Q: Are there any fees and minimum balance for opening an account?
A: For Premium accounts the setup fee for account opening is £80. The setup fee for additional services is £419. A minimum balance of £1000 is required at all times. There is also an ongoing monthly subscription fee of £10 per month that will be deducted from your account automatically each month.

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A: For Business accounts the setup fee for account opening is £1000. The setup fee for additional services is £1000. A minimum balance of £1000 is required at all times. There is also an ongoing monthly subscription fee of £50 per month for general businesses that will be deducted from your account automatically each month. For digital assets related businesses, the monthly subscription fee will be £300 per month. 

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Q: Can I pay the subscription fee in EURO?
A: No, we only accept British Pounds (GBP) for subscription payments for now.

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Card related

Q: What should I do if I lost/damaged my debit card?
A: The following options are available to you: 
- You can directly block your card on the app: Cards > your card > Block card. 
- Inform us by reporting it to your Client Manager or contact our support team at support@zxtechuk.com. If you need a new card, you can also request a new one via the app. 

 

Q: How can I request a physical card?
A: You can log in your app, press ‘card’, and the ‘request new card’ button is on the bottom of the page. The card will arrive within 10 working days.  You will need to activate it before usage.

 

Q: Why haven't I received my card after requesting a physical card?

A: There are multi-factors that will cause a delay. Here are some possible causes:
- Royal Mail delays or strikes
- Undelivered/ lost due to incorrect address
- Card issuer delay
If you have requested a card but haven’t received it within 10 working days, please contact your client manager or support@zxtechuk.com.

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Q: How much does it cost to request a card?
A: The first physical card you request is for free. For the second and the upcoming ones, the cost will be £4.99 each.

 

Q: Where can I set up my card security questions?
A: You can set up your security questions on our app: Cards > your card > Security.

 

Q: Do I need to pay for card payments?
A: We don’t charge any additional fees for card payments.

 

Q: How can I check my card spending limits?
A: You can view your card payment and ATM limits within the app. Navigate to your card and view ‘Card Limits’ 
Alternatively, please refer to the below information: 

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ATM Withdrawal Limits

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Card Spending Limits

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Q: Do you charge fees for cash withdrawal?
A: We do not charge any fees for cash withdrawals from ATMs. However, some fees may be charged by ATM operators.

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Q: Will I be charged if I use my card abroad?
A: We do not charge any additional fees when you use your card abroad. However, the exchange rate used will be according to the VISA network exchange rate at the time of payment. Please note you will only be able to use your card where VISA card payments are accepted.  

 

Q: I mostly make payments with my card online. Can I view my card details without my card?
A: After logging into the app, you may view your card details in the app. 

 

Q: I’ve made some payments but they didn’t complete but I can see my balance has been deducted. When will my money be returned?
A: During a transaction with a merchant, your card payment is first authorised via card verification and if successful, the transaction will be settled and your balance is deducted. However, sometimes when authorisation has been delayed/not completed, the amount will be held (pending) until authorisation has been completed, this can take up to 7 days. If the authorisation is not successful the pending amount will be returned back to your account. You may see your total pending charges on your statement. 

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Direct debit

 

Q: Is it possible to set up Direct Debit on my account? 
A: Yes. Online Direct Debit mandates can be set up using your account. Please note: we do not facilitate Paper Direct Debits mandates. 

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Q: Are there any limitations on the amount of direct debits I can set up?
A: Currently no, however please note that direct debits may be cancelled if there are not enough available funds in your account.

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Q: Am I liable for any direct debits that are not deducted?

A: It is your responsibility to ensure you must have sufficient funds in your account to ensure your direct debits are paid accordingly. If you do not have sufficient balance to make your direct debit payments, we shall contact you. Please note that if you miss 2 consecutive direct debit payments we shall notify you and cancel your direct debit mandate. 

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Security and Fraud

 

Q: I don’t recognise a payment/ATM transaction, what can I do? 
A: Please take the time to recall all your recent transactions. There may be some transactions that may show a merchant as a different name from their known trading name or some delayed transactions that have now been completed. 

 

If you are certain that you do not recognise a transaction you can do the following: - If you believe the transaction has been in error, contact us on support@zxtechuk.com and we will provide all available options including unrecognised payments, incorrect or duplicate charges and making a chargeback claim.

 

Q: How to report a fraudulent transaction?
A: If you think you are a victim of fraud, login to the app and freeze your card, then contact us on support@zxtechuk.com as soon as possible to report the fraud. 

 

Account frozen

 

Q: What should I do if my account is frozen?
A: If you freeze your account on the app accidentally, please request unfrozen on the app. If it’s frozen for unknown reasons, please contact your client manager or email our support team via support@zxtechuk.com. 

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Q: When I make payment on the app or would like to add a new payee, it says ‘Subscription ended, please top up’. What does it mean?
A: It means you didn’t successfully pay the monthly subscription fee. You will need to contact your client manager or support@zxtechuk.com and top up your balance by adding funds. 

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Account closure

 

Q: How can I close my account?
A: You can submit a request on the app, contact your client manager or contact us on support@zxtechuk.com

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