FAQ

FREQUENTLY ASKED QUESTIONS (FAQ)

Account & Registration

Q: Who can use AlphaWallet?
A: AlphaWallet is available exclusively to existing Alpha Bank customers. You must have an active Alpha Bank account before you can register for AlphaWallet.

Q: How do I create an AlphaWallet account?
A: 

Step 1: Ensure you have an active Alpha Bank account
Step 2: Download AlphaWallet app from official app stores
Step 3: Tap "Register" and use your Alpha Bank credentials
Step 4: Complete verification (tied to your bank verification)
Step 5: Start using AlphaWallet

Q: I don't have an Alpha Bank account. Can I still use AlphaWallet?
A: No. AlphaWallet is a service exclusively for Alpha Bank customers. You must first visit an Alpha Bank branch or their website to open a bank account before accessing AlphaWallet.

Q: What if I close my Alpha Bank account?
A: Your AlphaWallet will be automatically closed when you close your Alpha Bank account. Any remaining funds in AlphaWallet will be transferred back to your Alpha Bank account before closure.

Q: Can I use different credentials for Alpha Bank and AlphaWallet?
A: No, your AlphaWallet login is directly linked to your Alpha Bank credentials for security and seamless integration.

Linking & Integration

Q: How are Alpha Bank and AlphaWallet connected?
A: They are fully integrated:

• Single sign-on with Alpha Bank credentials

• Real-time balance synchronization

• Shared security protocols

• Unified transaction history

• Combined customer support

Q: Can I link multiple Alpha Bank accounts to one AlphaWallet?
A: No, each AlphaWallet is linked to a single Alpha Bank account. If you have multiple Alpha Bank accounts, you'll need to choose one as your primary for AlphaWallet.

Q: What happens if my Alpha Bank account is frozen or restricted?
A: Your AlphaWallet access will be similarly restricted until the Alpha Bank issue is resolved.

Funding & Transfers

Q: Where does AlphaWallet money come from?
A: Only from your linked Alpha Bank account. You cannot add money from other banks, credit cards, or external sources. AlphaWallet is funded exclusively through transfers from your Alpha Bank account.

Q: How do I add money to AlphaWallet?
A: Transfer from your Alpha Bank account:

1. Open AlphaWallet app

2. Tap "Add Funds"

3. Enter amount

4. Confirm transfer from Alpha Bank

5. Funds available instantly

Q: Can I receive money from non-Alpha Bank users?
A: No. AlphaWallet is a closed ecosystem for Alpha Bank customers only. You can only receive funds from other Alpha Bank customers using AlphaWallet.

Q: How do I move money back to my Alpha Bank account?
A: Instant transfer back:

1. Open AlphaWallet app

2. Tap "Transfer to Bank"

3. Enter amount

4. Confirm transfer to Alpha Bank

5. Funds available in bank account immediately

Q: Are there transfer limits?
A: Yes, limits align with your Alpha Bank account limits:

• Daily transfer limit: Same as your Alpha Bank daily limit

• Per transaction limit: $10,000

• Minimum transfer: $10

Security

Q: Is AlphaWallet secure?
A: Yes, it uses Alpha Bank's enterprise-level security:

• Bank-grade 256-bit encryption

• Same fraud detection as Alpha Bank

• Real-time transaction monitoring

• Secure connection to Alpha Bank systems

Q: What happens if I lose my phone?
A: Contact Alpha Bank immediately. They will secure both your bank account and AlphaWallet. Use another device to log into Alpha Bank online banking to temporarily disable AlphaWallet access.

Q: Are my funds insured?
A: Funds in AlphaWallet are covered by the same insurance protections as your Alpha Bank account, subject to banking regulations in your jurisdiction.

Usage & Features

Q: Where can I use AlphaWallet?
A: At merchants that accept AlphaWallet payments, both online and in-store. Look for the AlphaWallet logo at checkout.

Q: Can I pay other AlphaWallet users?
A: Yes, you can send money to other Alpha Bank customers who have AlphaWallet. This is free and instant.

Q: Are there fees for using AlphaWallet?
A: Standard use is free:

• No monthly fees

• No transfer fees between Alpha Bank and AlphaWallet

• No peer-to-peer payment fees

• Merchant transactions may have standard processing fees

Q: Can I use AlphaWallet internationally?
A: Yes, wherever AlphaWallet is accepted, but currency conversion follows your Alpha Bank account's foreign transaction policies.

Troubleshooting

Q: I can't log into AlphaWallet. What should I do?
A: First, ensure you can log into your Alpha Bank online banking. If you can't, contact Alpha Bank support. If you can log into online banking but not AlphaWallet, contact AlphaWallet support.

Q: Why was my transaction declined?
A: Common reasons:

• Insufficient funds in linked Alpha Bank account

• Exceeding Alpha Bank transaction limits

• Security flag by Alpha Bank's fraud system

• Merchant not accepting AlphaWallet

Q: How do I update my personal information?
A: Update through Alpha Bank: Changes must be made with Alpha Bank first. Updates will sync to AlphaWallet within 24 hours.

Q: What if I see unauthorized transactions?
A: Contact Alpha Bank fraud department immediately at their 24/7 fraud hotline. They handle investigations for both bank and wallet transactions.

Compliance & Regulations

Q: Is AlphaWallet a separate bank?
A: No. AlphaWallet is a service provided by Alpha Bank. It's not a separate financial institution.

Q: Who regulates AlphaWallet?
A: AlphaWallet is regulated under Alpha Bank's banking license and financial regulations.

Q: Are there age restrictions?
A: You must meet Alpha Bank's account opening age requirements, typically 18 years or older with parental consent for minors.

Getting Started for New Users

Step-by-Step Guide:

1. Visit Alpha Bank - Open a bank account if you don't have one

2. Activate Online Banking - Ensure you have online access to your Alpha Bank account

3. Download AlphaWallet - Get the app from official app stores

4. Register - Use your Alpha Bank credentials

5. Verify Identity - Already done through Alpha Bank account opening

6. Transfer Funds - Move money from Alpha Bank to AlphaWallet

7. Start Using - Make payments at accepting merchants

Important Notice for Non-Customers:
If you're not currently an Alpha Bank customer, you cannot use AlphaWallet. Please:

1. Visit AlphaBank.com to open an account

2. Call Alpha Bank at [Phone Number] for account opening

3. Visit a local Alpha Bank branch

GETTING STARTED SECTION FOR YOUR SITE

For New Alpha Bank Customers:

1. Open Alpha Bank Account

   • Online: AlphaBank.com/open-account

   • Phone: [Phone Number]

   • Branch: Find locations on our website

2. Wait for Account Activation

   • Typically 1-2 business days

   • Receive account details and online banking access

3. Download AlphaWallet App

   • iOS: App Store

   • Android: Google Play Store

4. Register with Bank Credentials

   • Use your Alpha Bank login details

   • Complete one-time verification

5. Start Using AlphaWallet

   • Transfer funds from bank to wallet

   • Begin making secure digital payments

For Existing Alpha Bank Customers:

1. Ensure Online Banking Access

   • Can you log into online banking?

   • If not, reset credentials with Alpha Bank

2. Download AlphaWallet App

3. Register Using Bank Credentials

4. Instant Access Ready!

Important Disclaimers:

• AlphaWallet is a service of Alpha Bank

• Must be Alpha Bank customer to use AlphaWallet

• All transactions subject to Alpha Bank terms

• Services may vary by region

• Terms subject to change with notice