There may be several reasons for this situation:

- the loss or malfunctioning of your 2FA, please read this article,

- too many incorrect password attempts, please read this article,

- an unknown reason, please contact us.

If you are able to log in to your account
Please click on the drop down menu in your profile and go to 'Profile' and then 'Security'. You will be able to deactivate your 2FA at the bottom of the page.
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If you are unable to log in to your account
Contact us at [email protected].

From your computer
Please log in to your account and go to the drop-down menu of your profile. Click on 'Support Tickets' and then on 'Create a new ticket'.

From your mobile application
Please click on the 4 parallel bars on the top left of the screen section and click on 'Support'.

In some cases, you may not receive our emails in your inbox.

Here are the different steps to follow:
- Check your spam box or other folders,
- If the email is not visible, please 'whitelist' these 3 email addresses:
[email protected]
[email protected]
[email protected]

If you have problems whitelisting our email addresses, please check this page.

If this still does not work, please contact us.

OUTLOOK
Once you are logged into your Outlook account, click on 'Settings' and on 'View all Outlook settings' if needed.

Then click on 'Email' and on 'Junk email'. Finally, go to 'Safe senders and domains', add and save these 3 email addresses:
[email protected]
[email protected]
[email protected]

‍GMAIL
Once you are logged into your Gmail account, please click on the 'Settings' link in the top right corner of the screen.

Once in the settings, please go to the 'Filters and blocked addresses' tab:

Click on the 'Create a filter' link and then specify the email addresses to be changed in the first box. You will need to approve these 3 email addresses:
[email protected]
[email protected]
[email protected]

Then click on 'Create a filter'. Once created, check the box 'Never send to spam folder' and then click on 'Create a filter'.

‍YAHOO
Once you have logged into your account, please click on the 'Settings' tab, at the top right of the screen, click on the 'More options' link. Then click on the 'Filters' link on the left of the screen, then 'Add a new filter':

Enter a title for your filter. In the 'From' section, select 'contains' then save these 3 email addresses:
[email protected]
[email protected]
[email protected]

Once you have made your changes, please click on 'Save'.

‍From your computer, please log in to your account and go to the drop-down menu of your profile. Click on 'History' and then on 'Export'.
Select the desired period and then click on 'Send by email'.

You will receive a CSV file that can be converted into different formats (Excel and others).


‍From your mobile application, please click on the 4 parallel bars on the top left of the screen section and click on 'History'.

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For individual accounts
Please send us the document by email to [email protected] from the email address attached to your Paymium account.

‍For corporate accounts
You can attach your documents directly from your account to verify it, renew your identity document and your proof of residence.
For any other document to be sent, please send it by email to [email protected] from the email address attached to your Paymium account.

For any other document to be sent, please send it by email to [email protected] from the email address attached to your Paymium account.

We provide several services on our platform:

- Buying and selling Bitcoin.

- Buying and selling Ethereum/altcoins.

- The Recurring Buy Plan (RBP also called DCA for Dollar-Cost Averaging) for Bitcoin and Ethereum.
Smooth out your investment in an automated way according to the frequency of your choice (daily, weekly or monthly).

- OTC (over-the-counter) for Bitcoin and Ethereum.
For your transactions over €50,000, we offer personalised support.

‍- The merchant button (service for professionals) for payment in Bitcoin.
Accept payments in Bitcoin and convert the share of your choice.

‍- Email transfer.
‍This enables you to send funds to a person via their email address.

- Unhosted wallets.
Make the choice of autonomy and absolute sovereignty over your funds by creating one or more unhosted wallets.

In order to meet the requirements of the regulators and to comply with European legislation, we are obliged to ask you for personal information.
This request falls within the scope of the anti-money laundering and combating the financing of terrorism (AML/CFT) provisions.

From a computer, please log in to your account and click on 'Transfer', then on 'Euro'.
For security reasons, you will have to register a bank account statement with your name and IBAN visible.
It will then be checked by our teams.

No, you can only register bank details for one account.

Please read this article if you want to know how to register your bank details.

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Your Paymium customer account number starts with PM, PY or BC.
‍
Please log in to your account and go to the drop-down menu of your profile at the top right of your screen and click "Profile". Your customer number will be displayed with your other personal information.

Please view the API documentation on this page.

Please log in to your account from a computer and go to the drop-down menu of your profile. Then, click on 'Profile' and 'Documents'.
A mobile phone with a camera is required.

You will be asked for a short video and an electronic signature.

If you are connected to your Paymium account, open a support ticket by clicking on this link,

If you no longer have access to your Paymium account, contact us at [email protected].

Please send us a new proof of residence to [email protected] from the email address attached to your Paymium account.

Please provide us with one of the documents below:
- a bill (water, energy, landline, mobile or internet supplier) in your name and less than 3 months old,
- the latest tax notices,
- a statement or invoice from the housing insurance company,
- a rent receipt (from a social organisation or estate agency),
- a proof of council tax,
- a statement from the family allowance fund mentioning the aid related to the accommodation.

If you do not have a receipt in your name, please provide us with:
- A handwritten and signed statement from the person who is hosting you, stating that you are living there,
- A scan of the front and back identity document of the person hosting you,
- A scan of the proof of residence of the person hosting you that is less than 3 months old.

Please click here to open a support ticket and send us your new phone number.
The country code must be indicated separately.

Please click on the forgotten password link and follow the instructions.

For more information, read our article on the security of your Paymium account, including details on how to create a strong password.

From your computer, click on the drop down menu in your profile and go to 'Profile' and then on 'Close your account'. Follow the instructions on the page.

From the mobile application, please click on the four parallel bars at the top left, then on 'Settings'. Go to the bottom of the page, click on 'Close account' and follow the instructions.

For Paymium customers with an individual e-money account in their first and last name:

Paymium is a French company based in France.

Paynovate, its banking partner, is based in Belgium (European Union).

In the spirit of the reporting obligation, if you live and pay taxes in France it should not be necessary to report your e-money account.

Nevertheless, we invite you to contact your tax office.

If you want to fill in a form for the tax authorities, you can use the following information.

Paymium's postal address:
73 rue du château
92100 Boulogne-Billancourt
France

Postal address of the current banking partner Paynovate:
Rue des Colonies 18a
1000 Bruxelles
Belgium

Postal address of the previous banking partner (until June 22, 2023):
Islandijos g. 6
01117 Vilnius
Lithuania

Your IBAN and BIC are available on your Paymium account by going to 'Transfer', then 'Euro'.

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‍For Paymium customers who do not have an individual e-money account in their first and last name, you are not required to declare your Paymium account.

We invite you to contact your tax advisor or your tax office to determine how to declare your income in bitcoin or any capital gains resulting from exchanging crypto-currencies.

Otherwise, you can contact one of our partners, and thanks to Paymium benefit from a discount price.

Waltio
Please read the detailed article to link your Paymium account to your Waltio account.
To get 10% discount with Waltio, please contact us.