FAQ

You can create an account from the Criptan website or within the app, which you can securely download from both the Play Store and the App Store. To make your account, you need to enter your name, telephone number, an email address and password, and then verify your email address from the email that we will send you.

This will allow you to access to the app and see all of the content, but remember that in order to use it, you will need to verify your identity.

Activity on Criptan is subject to supervision by the Bank of Spain and SEPBLAC to avoid money laundering. For this reason, in order to use the features in the Criptan app, you need to have your identity verified.

Once you have finished registering in the app, you will have several ways to access the identity verification process:

• From the Home screen, in the upper right-hand corner you will see a red exclamation point icon.
• At the bottom of the home screen, you will see a button to start the verification process.
• If you attempt to use any of the app functions, it will prompt you to verify your identity and you will be able to start the process.

You can verify your identity by providing your ID card, passport, or valid permanent residence card.

We will be in touch with you to let you know why the verification was unsuccessful and let you know how to proceed.

You must send us an email at atencion@criptan.com from the email address associated with your account. As part of the phone number change process, you will need to verify your identity again. Once the change is validated, the process will be finalized after 72 hours, during which your account will be blocked from withdrawals for security reasons.

Send us an email at atencion@criptan.com from the email address associated with your account and we will tell you the next steps.

You can have your password sent directly to your email at https://app.criptan.es/recuperar or within the app under “Forgot Password.”

If you are still unable to access your account after changing the password, please contact us at atencion@criptan.com.

In this situation, you will need to get in touch with the customer service team at atencion@criptan.com.

Of course. The process is very similar to opening a personal account. During the registration process, indicate that you want to create a business account and we will tell you the next steps.