Frequently Asked Questions

Support:

E-mail Philippines: support.ph@spenn.com

E-mail Kenya: support.ke@spenn.com

Web: http://www.spenn.com

Facebook Global: https://www.facebook.com/SPENNapp
Facebook Philippines: https://www.facebook.com/SPENNphilippines
Facebook Kenya: https://www.facebook.com/SPENNkenya


Categories

SPENN


Features & Benefits

Q: What is SPENN?

A: SPENN is an advanced financial platform built into a user friendly mobile eWallet. SPENN is a product developed by Blockbonds.


Q: What are the benefits of using SPENN?

A: There are many benefits for using SPENN, but the best things are: Keeping your money safe and secure, free and instant P2P
transactions and in some markets, access to a savings account. Furthermore, buying items in-store using the QR code, and in some
markets online through accepting businesses. One can also register as an Agent and make commission on transactions. More features to come in the near future.


Q: Who owns SPENN?

A: SPENN is fully owned by Blockbonds AS, the mother company located in Norway.


Q: Who is Blockbonds?

A: Blockbonds is a Norwegian FinTech company with extensive industry experience and is backed by global investors. Its vision is to create a world where
everyone has the opportunity to join the digital economy and manage their savings, payments and investments in an honest, transparent and secure way.


Q: How does SPENN stand out from its competitors?

A: SPENN has a lot of benefits, such as free and instant transfers, a secure blockchain technology, keeping your money safe and secure, and the
ability to buy items in-store using its QR code.

PRODUCTS & SERVICES


Ambassador

Q: What does it mean to be an Ambassador and how do I become one?

A: Invite your friends and family to join SPENN, using your unique referral code found on the “Me” page. When they sign up using your
referral code and verify their phone number, you will get a bonus if you also completed your phone number registration. For more information, please
check out T&C, “use of the service” section, “referrals” (loyalty program).


Q: How can I spread the word about SPENN?

A: You can spread the word about SPENN in many ways: Facebook, Instagram, Twitter, blogs etc. Also, by referring it to friends, family and people
you come across, you can earn cash bonuses. Refer to unique referral code for more details.


Q: How do I utilize the unique referral code?

A: Click on the “Me” button in the App. Click on the "Get My Reward" Button. Press the green arrow button and send the referral
code to your recipients. When they sign up using your referral code and verify their phone number, you will receive the bonus immediately, if you also
have verified your phone number. For more information, please check out T&C, “use of the service” section, “referrals” (loyalty program).


Agent

Q: What is an Agent, and how do I become one?

A: An agent is someone who facilitates for (the exchange of cash) both “top up” and “cash out”. The agent determines his/her own commission rate.
Register as a business by clicking on the “Me” button, then click the Store button at the top right corner and click on "Create your business".
Follow the instructions provided and select business type “Agent”. Make sure to go through the KYC (Identity Validation) process, or you will not have full Agent functionality.


Q: Can I make money using SPENN?

A: Register as an Agent, and get the opportunity to earn commission by offering “top up” and “cash out” transactions to other
SPENN users. In addition, you can earn a small bonus fee by sharing your unique referral code found on the “Me” page in the App. When
they sign up using your referral code and verify their phone number, you will receive the bonus immediately, if you also have verified your phone number.
For more information, please check out T&C, “use of the service” section, “referrals” (loyalty program).


Q: I registered as an Agent, but I’m not showing up on the map.

A: Go to the Identification process and complete the Verification process.


Business

Q: How can I create a business account?

A: Register as a business by clicking on the "Me" button, then click the Store button at the top right corner and click on "Create your business".
Follow the instructions provided.


Q: Can I add as many items as I want in the “add new items” section?

A: Yes, you can add as many items as you like in the “add new items” section.


Q: Can I add prices and get a running total in the amount section?

A: Currently, the app does not support this.


Q: How do I use SPENN to buy stuff?

A: You can use SPENN to buy stuff in stores that accept SPENN, by utilizing the shopping cart QR code, placed in the top right corner while in the “transfer”
window. SPENN stores are located on the map in the App.


Shopping

Q: How do I utilize the QR code in SPENN stores?

A: The store owner will provide you with the list of items you are purchasing, and with a QR code attached to it for you to scan. Press the shopping cart
button and scan his code. After you scan the QR code, the same picture will appear on your phone. Swipe right to confirm the transaction. You will receive
a confirmation of your purchase with the list of the respective items bought.

MANAGING FUNDS


Top Up

Q: How do I “Top Up” money, and turn my cash into SPENN?

A: Click on the "Top Up" button on the Transfer page and find on the built-in map an Agent or bank branch nearest you.


Sending & Transferring

Q: How do I transfer money?

A: From the “Transfer” page, click the + Button to open your contact list and select/search for a contact, or you can use the QR code
symbol to take a picture of the person's QR code to whom you want to transfer funds. Enter the amount, click the green arrow, and confirm by
swiping right on the verification page.


Q: How do I know that I have received money?

A: You will get a notification when you receive an incoming transfer or pending request.


Q: How do I send a payment request?

A: Make sure you are in the “Transfer” page of the App. Step 1. Tap the switch button indicated by two arrows on the left-hand side
to change the recipient`s position. Step 2. Add the name of the recipient. This can be anyone in your contact list. Step 3. Add the amount you
are requesting in the amount field and then press the green arrow. Step 4. You can choose to add a message at the bottom of the square with the
information. To proceed, swipe the green button to the right. You have now created a pending request.


Cash Out

Q: How do I “Cash Out”money?

A: Click on the "Cash Out" button on the Transfer page and find on a built-in map an Agent or bank branch nearest you.

SECURITY


Safety

Q: How do I know that my money is safe?

A: SPENN utilizes a unique and transparent technology called the blockchain, which is tamper proof. We keep permanent records of each transaction which can never be altered.


Q: My phone was stolen, how to login to my account?

A: Contact SPENN Customer Service and inform of the lost phone. 2. Report it to your mobile network so they can block your sim card. 3. Download and open the app on your
new phone and select “I already have an account”, enter your PIN code and WORD-list. 4. You are now able to use your SPENN account again.


Q: How is it possible to only have a bank account on the phone and not in the bank itself?

A: It is true, that we do not offer a bank account and we are not a bank. We provide You with a payment system, based on the blockchain technology.
Your money is stored on one or more separate bank accounts that Blockbonds AS maintains at a third-party financial institution. Each time You make a
transaction, whether “top up”, transfer or “cash out”, it is recorded in the blockchain, non-reversible, and reflected in real
time in Your SPENN app and at the mentioned bank account. Therefore, you always have control over Your funds.


Limitation

Q: Can I reverse/undo a transaction?

A: Our system is so secure that no transaction can be reversed. This keeps it safe for all of our users. If you’ve made a mistake, or believe someone else has, please contact customer support.

GENERAL INFO


Getting Started

Q: Why can’t I find the app in the App Store?

A: We are currently in the final stages of development and will be ready for download soon. Please join our wait list by signing up via our
website (Spenn.com) and Facebook page (SIGN UP).


Q: I have not received my verification code yet

A: Please try to re-send the verification code by clicking the 'Me' section, then the 'Verify' button and check your messages for the
6-digit code. If You still face problems, please contact our customer support.


Q: How to validate my account?

A: In the 'Me' section, click on the 'Validate' button, fill in all the details correctly as there will be no later possibility
for correction. You need to upload an image of an accepted ID, take a Selfie while holding your ID, and also upload a permanent address/proof
of billing address document. Afterwards, our CS team will validate your information. This normally take 3 – 5 business days. For a list of IDs,
please check 'What are the types of valid IDs I can present?'.


Q: What are the benefits of having my account verified?

A: A validated account enables you to operate as an agent. It will also enable you to access future features that are coming soon.


Q: What are the types of valid IDs I can present?

A: SPENN accepts any Philippine government-issued IDs for validation such as Postal ID, Voter's ID, Passport, Driver's License,
SSS/GSIS ID or GSIS e-Card, Unified Multi-Purpose ID, PRC ID, NBI/Police Clearance, OFW/OWWA ID, IBP ID, ACR or I-Card, AFP ID, NCWDP
Certificate, DSWD Certificate, Seaman's Book, Senior Citizen ID.


Q: How much money do I need to open an account?

A: There is no minimum amount required to register as a user and start using SPENN.


Q: What is the “Me” page, and where do I find it?

A: The “Me” section is the place where you can edit your profile, validate your phone and get your reward code. The “Me”
page is located at the right bottom corner in the app.


SPENN-ing Guide

Q: How long does it take, after making a transaction before my recipient has received his/her money?

A: A transaction can take up to 30 seconds before it is completed.


Q: Who accepts SPENN as a payment method?

A: Click on the "Map" button in the app. From the map, you can locate stores that accept SPENN in your area. Online shopping feature is also coming soon.


Q: Where can I use SPENN?

A: It can be used in sending and requesting money from other verified SPENN users. It is also accepted by store partners in exchange for products and services.
These partners must have the same currency as you have in order for you to shop there.


Q: What are the SPENN fees I need to be aware of?

A: The only fees you must consider are from the Agents/Store Partners who enables you to “top up” and “cash out”.


Recovery

Q: I have lost my PIN-code. How do I retrieve it?

A: Please press the “Forgot” button at the top right corner in the “Enter pin section”, and follow the procedure. Please
remember to keep your PIN-code secure at all times. Inform us immediately if you believe that your PIN-code could have been acquired by unauthorised person.


Q: I have lost my word-list. How do I retrieve it?

A: Please contact customer support. Please remember to keep your word-list secure at all times. Inform us immediately
if you believe that your word-list could have been acquired by unauthorised person.


Q: I lost my phone, and I want to log into my account on a new phone, how do I proceed?

A: Download the app and use your 6-digit PIN code and word list to sign in. If you have lost your word list, please
contact customer support. Please remember to keep your passwords secure at all times. Inform us
immediately if you believe that your passwords could have been acquired by unauthorised person.