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CrossFi App Help Center

Welcome to the CrossFi App Help Center! Here you'll find comprehensive answers to all questions about CrossFi App and every step of user interaction with the platform.

Getting Started​

Everything you need to know to install, register, and activate your CrossFi App account.

▶What is CrossFi App?

CrossFi App is an innovative Web3 banking application that revolutionizes financial services by:

  • Blockchain-powered: Built on CrossFi Chain for security and transparency
  • DeFi + Traditional Banking: Seamlessly integrates decentralized and traditional finance
  • Crypto as Cash: Use cryptocurrency like fiat money in everyday transactions
  • Non-custodial Security: You maintain full control over your funds and private keys
  • Global Compatibility: Available in 90+ countries with 100+ million acceptance points via Visa infrastructure

Learn more: Complete CrossFi App Overview

▶How do I start using CrossFi App?

To start using CrossFi App, follow these steps:

  1. Download CrossFi App for Android or iOS
  2. Register your account by verifying your phone number and setting up email and password
  3. Complete KYC verification to unlock full functionality - see detailed guide
  4. Fund your account by topping up with XFI tokens - detailed top-up guide
▶How do I register for CrossFi App?

Download the app for Android or iOS:

  1. Enter your phone number
  2. Verify it (via SMS or Telegram)
  3. Set up your email and password
  4. Follow the on-screen prompts to complete registration
▶What does the registration process include?

The registration process includes these basic steps:

  • Phone verification: Enter and verify your phone number
  • Email setup: Provide and confirm your email address
  • Password creation: Create a secure password for your account
  • Account activation: Complete the initial setup process
▶What happens after registration?

After registration:

  • You'll be prompted to complete KYC verification to unlock full features - complete guide here
  • You can skip verification but will have limited access to app features
  • Card issuance requires completed KYC verification - verification requirements
▶I didn't receive the verification code — what should I do?

If you didn't receive the verification code, try these steps:

  • Check whether the code was sent via SMS, Telegram, or WhatsApp
  • Use alternative delivery channels: If your phone number is registered with Telegram or WhatsApp, you can receive the OTP code through these services
  • To receive SMS, tap "Send Code via SMS"
  • You can also tap "Resend Code"
  • Verify your phone number for accuracy
▶Can I verify my phone via Telegram or WhatsApp instead of SMS?

Yes, CrossFi App supports phone verification through multiple channels:

  • SMS verification: Standard text message to your phone
  • Telegram verification: Code sent through Telegram bot
  • WhatsApp verification: Code sent via WhatsApp

Choose the method that works best for you during registration. Alternative channels are available if your number is registered with those services.

▶Can I register multiple accounts with the same phone number or email?

No, each phone number and email can only be linked to one account.

Country Access & Restrictions​

Understand where CrossFi App is available and what verification rules apply based on your country.

▶Where is CrossFi App available?

CrossFi App operates globally with some restrictions:

  • Most countries - Full access available
  • Restricted countries - Access available with additional verification
  • Banned countries - No access permitted

The CrossFi Card is accepted at over 100 million points of sale worldwide.

For detailed country information, see our Country Restrictions Guide

▶Which countries are completely banned?

Citizens of these countries cannot use CrossFi App regardless of their current residence:

  • 🇨🇳 China
  • 🇺🇸 USA
  • 🇮🇷 Iran
  • 🇲🇲 Myanmar
  • 🇰🇵 North Korea

See complete details at Completely Banned Countries

▶What are restricted countries?

Citizens from restricted countries can use CrossFi App but must provide additional verification:

  • Valid residence permit from an unrestricted country
  • Or valid ID card from an unrestricted country

Examples of restricted countries include: Russia, Belarus, Ukraine, Venezuela, Syria, and many others.

View the complete list of restricted countries and verification requirements.

▶Why is registration unavailable in some countries?

Registration is unavailable for users from:

  • Sanctioned countries where international financial services are restricted
  • Regions where Visa/Mastercard services are limited or banned
  • Countries with regulatory restrictions on cryptocurrency services

See our complete country restrictions guide for details.

▶How do I know if my country requires additional verification?

During the KYC verification process, the system will automatically prompt you if additional documents are needed based on your nationality or residence.

You can check in advance by reviewing our Country Restrictions section or contact support for specific guidance.

▶Can I use CrossFi App if I'm a citizen of a banned country but live in an allowed country?

No, citizenship from banned countries (China, USA, Iran, Myanmar, North Korea) prevents you from using CrossFi App regardless of your current residence.

This restriction is based on nationality/citizenship, not residence location.

Identity Verification & Account Security​

All about KYC, document requirements, and protecting your account.

KYC Verification​

▶What is KYC and why is it important for CrossFi App?

KYC (Know Your Customer) is a user identification procedure that:

  • Ensures compliance with international financial security standards
  • Verifies the authenticity of user identity
  • Provides platform security for all users
  • Helps unlock full access and card functionality (virtual or physical)
▶What does the KYC process involve?

KYC verification includes 4 main stages:

  1. Geo Questionnaire: Country and nationality selection
  2. Proof of Identity: Document verification and selfie
  3. Proof of Address: Residential address confirmation
  4. Individual Questionnaire: Employment and transaction details

For complete step-by-step guidance, see our Complete KYC Verification Guide

▶What documents are accepted for Proof of Identity (POI)?

For Proof of Identity, you need to upload:

  • Passport (recommended)
  • National ID card

You'll also need to:

  • Take a photo through the Sumsub interface
  • Complete photo verification (selfie/advanced liveness check)

If your document is from a restricted country, you'll be prompted for additional verification.

▶What documents are accepted for Proof of Address?

Proof of Address documents must:

  • Be no older than 3 months
  • Contain your full name and address (including country)
  • Show the issue date clearly
  • Be readable with all necessary fields visible

Most convenient option: ID card or residence permit that includes your address

Automatic Address Recognition: If your identity document (residence permit/permanent residence card, ID card, etc.) contains your address, the system will automatically recognize and accept it as proof of address - no additional documents needed!

Alternative documents accepted:

  • Utility bills (electricity, gas, water)
  • Bank statements
  • Government documents
  • Mobile operator bills
  • Rental agreements
▶What information is needed for the Individual Questionnaire?

In the Individual Questionnaire, you need to provide:

  • Residential address: Must exactly match your Proof of Address document
  • Employment information: Your field of work/occupation
  • Transaction volume: Planned monthly transaction amounts and frequency

The system will perform an automatic AML (Anti-Money Laundering) check after submission.

▶Can I skip KYC?

Basic app functions: Yes, you can use limited features without KYC.

Cards & payments: Some card features can remain restricted until verification is completed. Complete KYC to unlock full functionality.

Without KYC, some core features will be unavailable.

▶What happens if I skip KYC verification?

If you skip KYC verification:

  • Card and payment features can remain restricted
  • Some core features will be unavailable until you verify
  • You can start KYC anytime from Profile settings
▶What are common KYC verification errors?

Common errors occur when documents:

  • Are older than 3 months
  • Missing required information (e.g., passport registration page without issue date)
  • Are irrelevant (e.g., payment receipt without full address)
  • Have poor image quality - blurry or unreadable photos
  • Are from restricted countries without proper residency proof - see requirements
▶How do I resolve KYC verification issues?

To resolve verification problems:

  1. Check rejection reason: Review the specific reason in the app notification or email
  2. Prepare better documents: Ensure they meet all requirements with high-quality images
  3. Use good lighting: Take photos with proper lighting and high-resolution camera settings
  4. Resubmit verification: Start the process again with improved documentation
▶Where can I get help with KYC verification?

You can get KYC support through:

For comprehensive KYC guidance, see our Complete KYC Verification Guide

Account Security​

▶How do I log in?

Enter your registered phone number and password in the app.

▶Can I log in on multiple devices?

Yes, you can access your account from several devices.

▶How do I reset my password if I forgot it?

To reset your password:

  1. On the login screen, tap "Forgot Password"
  2. Enter your registered phone number to receive a code
  3. Set a new password
▶Will I lose my funds if I lose my password?

No, you can always reset your password and regain access to your funds.

▶What security measures does CrossFi App implement?

CrossFi App provides comprehensive security through:

  • AI-powered monitoring: Continuous transaction monitoring and fraud detection
  • OTP & Biometrics: Transaction confirmation via one-time passwords or biometric authentication
  • External audits: Regular security audits by independent third parties
  • Smart contract verification: All operations processed through verified contracts

Learn more about security: Complete Security Features

▶What is OTP and biometric confirmation?
  • OTP (One-Time Password): Unique codes sent to your phone for transaction approval
  • Biometric authentication: Fingerprint or face recognition for secure access

Wallets, Top-Up & Token Management​

Everything related to XFI token, top-ups, and managing your wallets.

Wallet & card funding (Web3)

The Wallet tab is a built-in Web3 wallet and the easiest way to fund your card in-app. Learn the difference between Wallet Balance and Card Balance (Held Balance), and how Add Money / Hold works.

In-App Web3 Wallet

XFI Token​

▶What is the XFI token?

XFI is the native token of CrossFi Chain that:

  • Powers transactions and enables access to app features
  • Automatically converts to fiat at the current rate during payments
  • Required for card issuance and app functionality
▶What is XFI token used for?

XFI token is essential for:

  • Card top-ups: Fund your card balance for transactions
  • Transaction fees: Cover network costs for operations
  • Cross-chain operations: Enable multi-chain functionality
  • DeFi features: Access advanced financial functions
  • Staking: Earn passive income through staking
▶Why are XFI tokens necessary for CrossFi Card?

XFI tokens are necessary because:

  • Card funding: Without XFI, you cannot top up your card
  • Transaction processing: XFI powers all card transactions
  • Network operations: Required for CrossFi Chain functionality
  • Ecosystem integration: Enables all app features and services
▶How does XFI convert to fiat currency?

XFI conversion happens automatically:

  • During payments: Instant conversion at current market rates
  • During cash withdrawals: Real-time conversion to local currency
  • No manual steps: Conversion happens "under the hood"
▶How much XFI do I need to issue a virtual card?

At least 200 XFI is required to issue a virtual card. These funds can be then used for purchases.

▶Where can I buy XFI?

See the Get coins page for detailed instructions.

Alternative: Use the built-in Swap feature to exchange tokens from other networks directly in the app.

Swap Function​

▶What is the Swap function in CrossFi App?

The Swap function enables:

  • Seamless token exchange directly within the app
  • Instant transactions with no commission fees
  • Multi-network support - supports many networks and tokens for exchange to XFI

Detailed tutorial: CrossFi App Swap Guide

▶What wallet is required for the Swap function?

The Swap function currently works only with MetaMask:

  • MetaMask only: Other wallets are not currently supported for Swap
  • Easy integration: MetaMask opens automatically during Swap process
  • Secure transactions: All transactions require your approval
▶Can I use wallets other than MetaMask for Swap?

No, currently the Swap function works only with MetaMask. Other wallets are not supported for token exchange operations at this time.

▶How do I exchange tokens for XFI using Swap?

To complete the Swap:

  1. Enter the amount of tokens to convert to XFI
  2. Review the exchange rate and estimated XFI amount
  3. Tap "Swap"
  4. MetaMask will open with transaction details
  5. Review the transaction and tap "Confirm"
  6. Wait for transaction completion

Step-by-step guide: Complete Swap Tutorial

Top-Up & Wallet Management​

▶What is the top-up function for in CrossFi App?

The top-up function is used to transfer tokens from your wallet to your CrossFi App account balance, so you can later spend them using your CrossFi Card or use them within the app.

Complete guide: Top-Up Your CrossFi App Balance

▶What do I need to top up my CrossFi App balance?

Before topping up, ensure you have:

  • EVM-compatible wallet (MetaMask recommended) - wallet application to connect with CrossFi App
  • XFI tokens in CrossFi network - the actual tokens you want to transfer to your app balance
  • Additional XFI tokens for gas fees - small amount needed to pay for blockchain transaction costs
▶How can I get XFI tokens if I don't have any?

If you don't have XFI tokens yet:

▶Can I transfer XFI tokens from XFI Console to CrossFi App?

Yes, if you have XFI tokens in XFI Console:

  • Import your seed phrase into MetaMask to access your tokens
  • Use the imported wallet to top up CrossFi App
  • See our complete migration guide

Top-up instructions: How to Fund Your CrossFi App

▶Which wallets does CrossFi App support?

Supported wallets include:

  • MetaMask
  • OKX Wallet
  • SafePal
  • TokenPocket
  • Gems
  • And more...
▶How do I top up my CrossFi account?

To fund your card (Hold / Add Money):

  1. Open Home and tap Add Money.
  2. On the Hold funds screen, choose one option:
  • Transfer from external wallet → Deposit from external wallet
  • I have crypto (XFI or USDC) → Internal transfer

Follow the on-screen steps to complete the Hold operation and update your Card Balance (Held Balance).

Detailed external-wallet flow: Complete Top-Up Guide

Wallet flow explanation: Wallet & Card Funding (Web3)

▶Can I connect multiple wallets?

Only one wallet can be used for holding funds at a time.

To use a different wallet, you must first unhold all funds from the current wallet.

▶What are the wallet connection limitations for top-up?

Important limitations:

  • One wallet rule: You can only use one wallet for holding funds at a time
  • Withdrawal restriction: Funds can only be withdrawn to the same wallet address they were deposited from
  • Wallet switching: To switch wallets, you must first unhold all funds to the original wallet
▶What is "message signing" during top-up and why is it needed?

Message signing is a one-time security step that:

  • Allows secure interaction between CrossFi App and your wallet
  • Does NOT give access to your funds
  • Only authorizes the app to initiate transactions you must approve
  • Ensures security without compromising wallet control
▶What is the "Unhold" function?

The Unhold function allows you to:

  • Withdraw held funds back to your Origin Wallet (the same address that funded your Card Balance)
  • Current location: Home → Manage → Account information → Unhold
  • Transparent confirmation: The app shows the amount and receiving address before you confirm
  • On-chain tracking: After completion, you can view the Transaction hash in transaction details
  • Fees: Any applicable fees are shown on screen before confirmation
▶MetaMask is not connecting. What should I do?

If MetaMask won't connect, try:

  • Check your internet connection
  • Ensure the wallet address hasn't been used for top-up in CrossFi before
  • If so, unhold funds to reuse the address
▶How long does it take to update my balance after top-up?

After confirming the transaction:

  • Processing time: It can take a few minutes
  • Automatic update: Your CrossFi App balance updates automatically
  • Tip: Don’t close the app while the transfer is being processed
▶What is Hold Fee?

Hold Fee is a fee shown on the allocating screen before you confirm a Hold / Add Money operation. The app displays the exact value (for example it can be shown as about 0.5 XFI).

▶Do I need to sign transactions for each card purchase?

No, card transactions happen automatically without wallet signing. Only initial authorization is required.

Cards & Payments​

All about CrossFi Cards — issuing, managing, and using your crypto like fiat.

Card Basics​

▶What role does the CrossFi Card play?

The CrossFi Card is the cornerstone of CrossFi App. It:

  • Directly links to your crypto assets
  • Looks and functions like a standard Visa card
  • Ensures full compatibility with existing global payment infrastructure
  • Enables automatic crypto-to-fiat conversion during transactions

Complete card overview: CrossFi Card Features

▶What types of CrossFi Cards are available?

CrossFi App offers two types of cards:

  • Virtual Cards: Available now, instant issuance
  • Physical Cards: Coming soon

Detailed comparison: Virtual vs Physical Cards

▶What are the advantages of CrossFi Cards?

Virtual Cards (Available Now):

  • Instant creation - Available immediately
  • Online purchases - Perfect for e-commerce
  • Contactless payments - Tap-to-pay functionality
  • ATM access - Cash withdrawals available
  • Digital wallet integration - Add to Apple Pay and Google Pay

Physical Cards (Coming Soon):

  • Offline payments - Use anywhere Visa is accepted without internet
  • Enhanced ATM compatibility - Wider ATM network access
  • Digital wallet support - Apple Pay and Google Pay integration
  • Universal acceptance - Physical card presence for merchant requirements
▶What currency is used for CrossFi Card operations?

All card operations use XFI tokens as the base currency, which:

  • Automatically converts to fiat at current exchange rates during payments
  • Eliminates manual conversion - happens instantly "under the hood"
  • Provides seamless experience - use crypto like traditional money
▶What does it cost to issue a physical CrossFi Card?

Physical card costs:

  • Card issuance: Free
  • Delivery fee: Applies (varies by location)
  • Maintenance: Free (no monthly fees)

Note: Physical cards are coming soon.

Card Usage & Settings​

▶How do I issue a virtual card?

To issue a virtual card:

  1. Ensure your balance has at least 200 XFI
  2. Go to "Cards" → "Create new card"
  3. Select "Virtual card"
▶How many cards can I have?

Card limits per account:

  • Virtual cards: Up to 3 per account
  • Physical cards: 1 per account
▶What's the difference between virtual and physical cards?

Virtual cards:

  • Issued instantly
  • Online, contactless payments, and ATM access
  • Currently available

Physical cards:

  • Enhanced offline payments and wider ATM compatibility
  • Currently not available
▶Are physical cards available? When will they launch?

Physical cards are coming soon.

Stay updated via CrossFi News

▶Can I convert a virtual card to a physical card later?

No, you must select the card type during issuance.

▶Can I issue a card in a different currency?

No, all card operations are in the main app currency. Currency conversion is handled automatically.

▶What are the card fees?

Transaction and cash withdrawal fees range from 1.7% to 2.2%, depending on:

  • Transaction amount
  • Country of use
▶What does it cost to create a virtual card?

You must deposit at least 200 XFI to create a virtual card.

▶Are there monthly card maintenance fees?

No, virtual cards have no maintenance fees. Physical card maintenance information will be provided when they become available.

▶What are the spending or withdrawal limits?

There are no spending or withdrawal limits for CrossFi cards.

▶Can I use the card for online purchases?

Yes, both virtual and physical cards support online payments.

▶Does the card support Apple Pay & Google Pay?

Yes, both card types can be added for contactless payments.

▶How do I add my card to Apple Pay or Google Pay?

To add your card to a digital wallet:

  • Google Wallet: In CrossFi App, open your card and tap Add to Google Wallet. If you see a message that adding is only possible manually from your device, follow these steps:

    1. Open the Google Wallet app
    2. Tap Add to Wallet
    3. Select Payment card and tap New credit or debit card
    4. Enter your card details manually or scan the card
    5. Follow the verification steps to complete setup

  • Apple Pay: Open Apple Wallet and add a new card following the on-screen steps.

▶How do I manage my card or block it?

To manage your card:

  1. Tap on your card in the app
  2. Select "Settings"
  3. Choose the desired action (block, freeze, change PIN)
▶Can I change my card PIN?

Yes. In card settings, select "Change PIN" to set a new code.

▶Can I control card security settings?

This functionality is not yet available but will be added soon.

You will be able to control card security settings in "Settings" → "Security", where you can disable specific features:

  • Online payments
  • Contactless payments
  • ATM withdrawals
▶What are the plans for card security features that aren't available yet?

Upcoming security features will include:

  • Payment type controls: Enable/disable online, contactless, ATM access
  • Geographic restrictions: Limit card use to specific countries/regions
  • Transaction limits: Set daily/monthly spending limits
  • Real-time notifications: Instant alerts for all card activities
  • Merchant category controls: Block specific business types

Profile & App Settings​

Managing your user account, language, and personal info.

▶How do I update my profile?

To update your profile:

  1. Tap the profile icon (top right)
  2. Tap the "Edit" icon to update your details
▶How do I change the app language?

To change language:

  1. Go to the Profile tab
  2. Select "Language"
  3. Pick your preferred language
  4. Close the menu
▶How do I change my email or phone number?

To change contact information:

  1. Tap the profile icon at the bottom of the screen
  2. Select the "Edit" icon in the top-right corner
  3. Update your email and phone number
▶How can I contact support if I need help?

You can reach support in two ways:

  • In-App Support: Go to the Profile section, tap "Support" and chat directly within the app
  • Email Support: Send your question to support@crossfi.org

Troubleshooting & Support​

Where to get help and how to fix common technical issues.

▶Can I use CrossFi App on multiple devices?

Yes, you can use CrossFi App on multiple devices:

  • Same account: Log in with the same phone number and password
  • Synchronized data: Balance and transactions sync across devices
  • Security maintained: Each device requires individual login
  • Wallet connection: May need to reconnect wallet on each device
▶What support options are available?

CrossFi provides multiple support channels:

  • In-App Chat: 24/7 support directly in the app (Profile → Support)
  • Email: support@crossfi.org for detailed inquiries
  • Telegram Community: CrossFi Official Channel
  • Discord Server: Community discussions and support
  • Documentation: Comprehensive guides and FAQ
▶How quickly can I expect support response?

Support response times:

  • In-App Chat: Usually within 1-2 hours (24/7)
  • Email Support: Within 24 hours on business days
  • Community Channels: Community and team members often respond within minutes
  • Urgent Issues: Critical problems prioritized for faster resolution
▶What information should I provide when contacting support?

To help support assist you quickly, provide:

  • Account details: Registered phone number or email
  • Device information: Phone model and operating system version
  • App version: Current CrossFi App version number
  • Transaction details: If relevant, transaction hash or amount
  • Screenshots: Visual evidence of the issue when possible
  • Error messages: Exact text of any error messages

This help center is regularly updated with new questions and features. If you can't find what you're looking for, don't hesitate to contact our support team.