Frequently Asked Questions

Table of content

  1. How to use SPENN
  2. Security
  3. Troubleshooting
  4. General info
  5. Corporate


How to use SPENN

How to transfer money

  1. Go to “transfer” tab.
  2. Add recipient by either:
    • Contact on your phone.
    • Entering phone number.
    • QR code.
  3. Enter the amount you want to transfer.
  4. Click the green button to continue.
  5. Enter an optional message on the transaction.
  6. Confirm transaction by swiping the green button to the right.

How to request money

  1. Go to “transfer” tab.
  2. Click on the “switch” button to become the recipient of the transaction.
  3. Add recipient by either:
    • Contact on your phone.
    • Entering phone number.
    • QR code.
  4. Enter the amount you want to request.
  5. Click the green button to continue.
  6. Enter an optional message on the transaction.
  7. Confirm transaction by swiping the green button to the right.

How to request money
Everyone can locate both SPENN+ users and SPENN Power users in the SPENN map. Click on the “nearby” tab to open up the map.


How to shop in stores

  1. Go to “transfer” tab.
  2. Click on the shipping cart in the top right corner.
  3. Scan the QR code in the store.

How to save money
With SPENN, all users can save money on their phone in a safe and secure way. By downloading SPENN, all users immediately access formal banking services through their phone.


How to become a SPENN+ user
Upgrade to SPENN+ by clicking on the “Me” button, then click the Store button at the top right corner and click on "Upgrade to SPENN+". Follow the instructions provided and select your SPENN+ category.


How to become a SPENN Power user
Upgrade to SPENN+ by clicking on the “Me” button, then click the Store button at the top right corner and click on "Upgrade to SPENN+". Follow the instructions provided and select category “SPENN Power User”. Make sure to go through the KYC(Validate) process, or you cannot register as a SPENN Power user. Please keep in mind that by registering as a SPENN Power User you expressly agree to share your contact details with other users, so that they can find you on the map built into SPENN app and reach you concerning the "top up" or "cash out".


How to top up
Click on the "Top-up" button on the "My money" page, choose preferred top-up method. For instance, select “Find closest exchange point” to locate the closest SPENN Power users to you.


How to cash out
Click on the "Cash-out" button on the "My money" page, choose preferred cash-out method. For instance, select “Find closest exchange point” to locate the closest SPENN Power users to you.


How to become an ambassador:
Everyone can become a SPENN ambassador. By referring friends and family to join SPENN with your reward code, both you and the new user will be rewarded with a one-time bonus.
*The ambassador rewards may be limited to given time periods.



Security

How my money is secured
With SPENN, all users can save money on their phone in a safe and secure way. By downloading SPENN, all users immediately access formal banking services through their phone.


How to perform a KYC
When you've successfully verified your phone w/ the verification code sent via SMS, click on the "Me" tab at the lower right of the App and then click on "Validate". Please upload the necessary documents requested and carefully follow the instructions to proceed in validating your account. Give us five to seven days to validate your information and we will be in touch through SMS if further action is required. In the meantime, please check your "Me" tab in the SPENN App after five to seven days as a checkmark will appear on the Validate button when your account has been successfully validated.


How my SPENN account is secured
Your SPENN mobile banking app is secured through a PIN code and a Security Code. You may only access your account through your phone with a PIN code. If you have lost the PIN code, you need to use your Security Code to access the account. In order to access your mobile banking account on a new phone, you need the Security Code first time you log in for security reasons.


How the system is secured
All information and data is encrypted and secured through multiple firewalls. Through highly automated processes, we also have very restricted access to data from all personnel.


How the blockchain is used
SPENN is using the blockchain to ensure a fast, secure and reliable infrastructure.


What is the blockchain?
Blockchain is a way of recording financial transactions in a "public ledger" instead of in a single institution's database.



Troubleshooting

KYC & Account Validation

Why should I validate my account?
By validating your account, you increase the security of your account, as your identity will be connected to the account. Unverified accounts may be harder to restore if you lose your pin and Security Code. In some areas, verified accounts may have increased transaction limits and added functionality like being able to become a SPENN Power user.


I did not receive verification code
Get a new verification code by clicking the "verify" button under the "Me" tab. You will receive an SMS containing the 6-digit code. Delivery duration of the verification code is dependent on the local telecom provider, normally it takes from 10-30 seconds, but in rare instances it can take longer. If you even after waiting 10 minutes still have not received the verification code, please restart your phone, and try again.


ID documents acceptable
ID papers differ from country to country. When performing the KYC (Validation) process, you can see the accepted documents in your country by clicking on the question mark (?).


Why was my validation rejected?
If your validation was unsuccessful, you will receive an SMS explaining what went wrong. Please make the changes to the validation process and re-send the requested information. If you haven’t heard anything from us in over 7 days, please contact customer support.



Transactions

How long does a transaction take?
The transactions are instant, and the recipient will find a receipt under his/her "Spending account" immediately. It may however take up to 30 seconds for the transaction to be validated.


No confirmation of the transaction
If you didn’t receive any confirmation on the transaction, there may have been something wrong with the internet connection. Please check your transaction history under “my money” to see if the transactions went through. If anything is unclear, contact support.


Balance not updated
If the balance is not updated in your account, there may have been something wrong with the Internet connection. Try refreshing by clicking on "transfer", then check your transaction history under "my money". If your balance is still not updated when you have good Internet connection, please contact support.


Can I reverse/undo a transaction?
Once a transaction is processed, it cannot be reversed. Make sure to always enter the correct details when making a transaction.


Are there any transaction limits?
Transaction limits vary from each country. Check terms and conditions for your country to see the transaction limits relevant to you.



PIN

I have lost my PIN, what do I do?
In order to recover your account and reset the PIN code, enter the Security Code you were given when you signed up.


I have lost my Security Code (recovery PIN), what to do?
If you have verified your account, you can easily contact support and recover your Security Code OR get a new temporary Security Code.


I get an error message when trying to log in
If you enter the wrong PIN, you will get an error message indicating so. If you get a different error message, please contact support. Screenshots are highly appreciated in order to fix the problem quicker.


My phone was stolen. How do I lock my account?
Contact customer support and ask them to deactivate your account.


How do I access my account from a new phone?
By entering the Security Code you were given when you signed up, you will be able to access your SPENN account from a new phone. You can only use one phone to log into SPENN at all times.



Contact

How can I contact SPENN?
You can contact support through the following ways:

  1. Visit our website www.SPENN.com for live-chat with the local support staff.
  2. Look for your local SPENN Facebook page.
  3. Or you can email your local customer support: [email protected] for Philippines, [email protected] for Rwanda or [email protected] for Kenya.

How long does it take until I get an answer?
Within business hours, we strive to service you within 5 minutes. Outside of business hours, we strive to service you within 16 hours. We also have a 24/7-phone number for emergencies.


Social media links:
Philippines: www.facebook.com/SPENNPhilippines
Kenya: www.facebook.com/SPENNKenya
Rwanda: www.facebook.com/SPENNRwanda
Global: www.facebook.com/SPENNApp



General info

What is SPENN?
SPENN is an advanced financial platform built into a user-friendly mobile banking app. With SPENN, all users immediately become banked and thereby taking part of the digital economy instantly and for FREE.


What can I do with SPENN?
SPENN offers everyone a way to become a part of the digital economy through the smartphone. Through SPENN, users will have immediate access to instant and FREE transfers, payments in stores and ability to start saving in a safe and secure way.

All users can send money to anyone with a smartphone or any store accepting SPENN as a method of payment, without any cost.


Where I can use SPENN
You can use SPENN to transfer money to anyone with a smartphone as well as pay in all stores near you accepting SPENN as a method of payment. We will always strive to make SPENN as convenient as possible, by constantly expanding offerings for all users. BY entering the “Nearby” tab, you access the SPENN map, in which you can easily locate stores, SPENN+ and SPENN Power users.


How to register

  1. Download the SPENN mobile banking app from Google Play. You should have: minimum of IOS 8 or Android 4.2 and 3G data speed.
  2. Open the App, and register by tapping “I am new to SPENN”.
  3. Fill in the fields provided. For First name and Last name, please fill it according to how it appears in your valid ID.
  4. Proceed in registering your phone by going to the "Me" tab and select "Verify phone". A verification code will be sent via SMS.

  5. If you are going to Validate your ID/KYC:

  6. When you've successfully verified your phone w/ the verification code received via SMS, click on the "Me" tab at the lower right of the App and then click on "Validate".
  7. You will be asked to submit screenshot copies of documents to validate your identity. Proceed in creating your account.
  8. The validation process may take 5-7 days. We will be in touch through SMS if any further action is required. In the meantime, please check your "Me" tab in the SPENN App after two to three days as a checkmark will appear on the Verify button when your account has been successfully set up.

Minimum age restrictions
You must be 18 years old to use SPENN.

System/ smartphone requirement
Everyone with android version 4.2 or higher can use SPENN.

KYC requirements
Different KYC requirements in each market. Please check your requirements in the “me” section in the app.

How to earn money
With SPENN, you can earn money as a SPENN Power user. As a SPENN Power user, you help other users to cash out and top up money though you. You can set your own transaction fee and earn money for every transaction you make.

Costs
The SPENN app is free to use. When topping up and cashing out, SPENN Power users may set a transaction fee to perform the services.



Corporate

Operational countries
SPENN is a global product but currently have a presence in Philippines, Kenya, India, Pakistan, Rwanda, Tanzania, Mauritius (May not be up-to-date)

How can I contact SPENN regarding partnerships?
Please contact us through [email protected].

Where can I apply for a job?
Please check www.SPENN.com/career for open positions in your market, or contact us directly through [email protected]. You can also apply for a position on our sales team by completing the Online Training Program test: www.SPENN.com/salesteam.

Who owns SPENN?
SPENN is owned by Blockbonds AS.

Company revenue model
SPENN earns money through agreements with the bank from generated deposits. SPENN does not charge/ earn any money from the users.