A team for you,
around the clock.
Find an answer in the knowledge base, browse common topics, or reach the team directly — we aim to reply within one business day.
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Fastest
Live chat
Real-time help inside the Xoala app for existing customers — usually answered in minutes.
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Email support
Non-urgent questions or anything that needs a paper trail — fill in the form and we’ll route to the right team.
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Knowledge base
Articles covering account setup, transfers, cards, FX, crypto, and more — no login required.
Browse articles
Build with our APIs
Reference documentation for both platforms — authentication, endpoints, webhooks and sandbox testing.
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Xoala platform
Banking API
Open accounts, move money, convert currency and issue cards programmatically — with webhook events for everything that happens after.
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Checkout and card acquiring
Acquiring API
Take card payments online — hosted payment page or direct server-to-server, with 3-D Secure, refunds and a full sandbox.
Need sandbox credentials or help with an integration? Talk to the team and we’ll get you set up.
The questions
we hear most
Quick answers to the things customers ask us every week. Can’t find what you’re looking for? Contact the team.
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Most individual accounts are verified within minutes once you’ve uploaded a valid ID and a selfie. Business accounts require additional documentation (proof of company registration, beneficial owners, source of funds) and typically complete within 1–3 business days. The KYC team will reach out directly if anything needs clarifying.
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Xoala accounts support 28+ major currencies including USD, EUR, GBP, SEK, AED, SGD, and CAD. You can send and receive via SEPA, SWIFT, Faster Payments, ACH, and local rails in supported jurisdictions. Card payments are routed through Mastercard for physical and virtual issuance.
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Default limits depend on your verification level and account type. Personal accounts have transaction and monthly caps that increase as you complete additional verification steps. Business accounts are tier-based with custom limits available on request — if you’re moving high volumes, talk to the sales team during onboarding and we’ll size the limits to your flow.
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For suspected fraud or an unauthorised transaction, email [email protected] immediately with “URGENT” in the subject line, or use in-app chat for the fastest response. We can freeze cards and accounts in real time. For transaction disputes (chargebacks, merchant issues), include the transaction reference and any supporting evidence — the disputes team will take it from there.
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FX is priced as the mid-market rate plus a transparent spread — you see the exact rate and total fee before confirming the conversion. Volume-tier pricing is available for business accounts; the rate sheet is in the app or in your commercial agreement. We never apply hidden markups.
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Xoala is the trading name of Steven AB, an authorised Electronic Money Institution regulated by the Finansinspektionen in Sweden (ID 48004). Customer funds are safeguarded in segregated accounts at tier-1 banking partners and are not used for our own operations. How protections apply depends on the jurisdiction of the Xoala entity you contract with — full details are in our Corporate / Individual T&Cs.