Frequently asked questions
CPS-Bank is a digital financial platform designed to offer customers modern, simple and secure services for managing money, payments and everyday spending. Through CPS-Bank, customers can access digital financial solutions, payment tools, cards, accounts and related services, according to availability in their country and in compliance with applicable regulations.
CPS-Bank operates as a digital financial services platform. Some services may be provided directly or through banking partners, payment institutions, card issuers or other authorized entities, depending on the type of service and applicable jurisdiction. CPS-Bank's goal is to offer a simple and modern experience while maintaining high standards of security, compliance and customer support.
Applications are open to individuals resident in a European country. Approval is always subject to identification, document verification, customer profile assessment and anti-money-laundering checks. Business accounts are coming soon.
Two documents are needed, and nothing else: • A valid European ID document or passport • Proof of address During verification we may come back to you if a document is unreadable or expired.
Opening times depend on the completeness of the documents provided and the outcome of internal checks. In many cases verification can be completed quickly, but if documentation is incomplete, additional checks are needed or clarifications are requested, the process may take longer.
No. Accounts are currently opened only to individuals resident in a European country. Every application is still assessed individually, on the documents provided and the applicable rules.
Available currencies depend on active services and the customer's country. CPS-Bank may offer accounts or instruments in various currencies, such as EUR, USD or other currencies available on the platform. The actually available currencies will be indicated during the account opening process or within the customer area.
Today you can RECEIVE transfers, domestic and international, up to EUR 10,000 per day or the equivalent in other currencies, and use that money to top up your card. Outgoing transfers are not offered yet: money leaves the account through the card, by paying and by withdrawing. A personal IBAN account will be available soon, which will also allow money to be sent. Timing and costs vary by currency, country, network and security checks.
A prepaid Mastercard, physical and virtual. It is used for online purchases, payments at merchants and withdrawals at enabled ATMs, within the applicable limits and conditions. The virtual card is activated from the customer area or the app.
Yes, where available, CPS-Bank may offer virtual cards usable for online payments and for safer management of digital expenses. The virtual card can be activated directly from the customer area or the app, according to available features.
Yes, if the card associated with the account allows it, withdrawals can be made at enabled ATMs. Daily limits, circuit fees, ATM fees or costs according to the customer's pricing plan may apply.
Yes. For security, compliance and risk reasons, limits apply to incoming transfers — up to EUR 10,000 per day, or the equivalent in other currencies — and to payments, withdrawals and top-ups. Limits may vary with the customer profile, the verification completed and the applicable rules.
Yes. CPS-Bank may request additional documents or information even after account opening, for example in case of: • Periodic update of customer data • High-value transactions • Unusual transactions compared to the declared profile • Anti-money laundering checks • Regulatory obligations • Requests from banking partners or competent authorities Customer cooperation is essential to keep the account operational.
CPS-Bank adopts security procedures, internal controls and technological tools to protect customers' funds, data and operations. When services are provided through regulated partners, funds may be held at authorized institutions in accordance with applicable rules. The level of protection may depend on the type of service, jurisdiction and regulated entity involved.
CPS-Bank processes customers' personal data in compliance with applicable privacy and data protection regulations. Data is used for identification purposes, relationship management, security, regulatory compliance, fraud prevention and provision of requested services. Access to data is limited to authorized personnel and partners necessary for service delivery.
In case of loss, theft or suspected unauthorized use of the card, the customer must immediately block the card through the app, customer area or by contacting support. It is important to promptly report any suspicious transactions to enable verification and limit potential risks.
Yes. If the customer does not recognize a transaction or believes there has been an error, they can submit a dispute through customer support. The request will be evaluated according to the payment circuit rules, contractual conditions and available documentation.
Costs depend on the type of account, services used, currency, country and applicable pricing plan. Fees may include, for example, monthly costs, incoming transfer fees, ATM withdrawals, currency conversions, card issuance or additional services. The customer can consult the updated pricing before using the services.
No. CPS-Bank aims to offer clear and transparent conditions. Any applicable fees are indicated in the pricing schedule, contractual conditions or during the execution of the operation, when required.
Yes. The customer can request account closure according to the methods provided in the contractual conditions. Before closure, settlement of any open positions, payment of due fees, verification of absence of pending operations and updating of necessary data may be required.
Yes. CPS-Bank may suspend, limit or temporarily block an account or a specific operation when necessary for security reasons, regulatory compliance, fraud prevention, anti-money laundering checks, requests from regulated partners or legal obligations. In these cases, the customer may be contacted to provide clarifications or additional documents.
A transaction may be delayed or declined for several reasons, including: • Incomplete or incorrect beneficiary details • Security checks • Anti-money laundering checks • Exceeding operational limits • Insufficient funds • Payment circuit restrictions • Technical issues • Request for additional documentation
Not yet. Today the account and the card are opened for individuals only. Business accounts are coming soon: when they become available they will be subject to checks on the company, its beneficial owners and its activity.
CPS-Bank cannot be used for illegal, fraudulent, unauthorized activities or activities contrary to applicable regulations. Some activities may be prohibited or subject to restrictions, including, by way of example, high-risk activities, unauthorized gambling, illegal products, scams, money laundering, terrorism financing or uses inconsistent with the declared profile.
Customers can contact CPS-Bank support through the official channels indicated on the website, in the app or in the customer area. For security reasons, CPS-Bank may require identity verification before providing information about the account or operations.
Support may be available in multiple languages, depending on the country and service requested. The actually available languages will be indicated in CPS-Bank's official channels.
Yes, in many cases CPS-Bank can be used from abroad, especially for online payments, cards and digital account management. However, some features may be limited in certain countries for regulatory, technical or security reasons.
The customer must keep their personal data up to date. In case of change of address, phone number, email, identity document, it is necessary to inform CPS-Bank and provide updated documentation if required. Failure to communicate updated data may result in operational limitations.
Where available, CPS-Bank may offer currency conversion services or payments in a currency different from the account currency. The applied exchange rate and any fees will be indicated according to the service conditions and current pricing.
Yes, if the account has the necessary features, the customer can receive salary, recurring payments, credits from clients or other transfers. It is the customer's responsibility to ensure that the provided bank details are correct and compatible with the type of payment requested.
The customer can submit a complaint through the official channels indicated by CPS-Bank. Each complaint is analyzed according to internal procedures and, when applicable, according to the terms provided by regulations or regulated partners involved in the service.
Yes. CPS-Bank may update conditions, fees, features, limits and procedures when necessary for operational, technical, commercial or regulatory reasons. Any changes will be communicated to customers according to the methods provided in the contractual conditions.
The complete service conditions, pricing, privacy policy and other legal documents are available on the official CPS-Bank website, in the app or in the customer area, depending on the service used. Customers are invited to carefully read these documents before opening an account or using the services.