General FAQs
About Utoppia
What is Utoppia?

Utoppia is a Neobank located in the United States. It offers access to an account in dollars for people who have international financial needs. It is 100% digital and focused on a strategy designed to merge your modern life habits with your work. Like other Neobanks, Utoppia doesn’t have a brick and mortar building; but it nevertheless allows you to access a US account in dollars.

What services does Utoppia offer?

Utoppia gives you access to an account in US dollars exclusively for non-US residents. All you need to open an account is your passport and our app on your mobile phone; no traveling, opening payments, or maintenance fees required. With Utoppia you can:

  • Make domestic and international transfers in US dollars.
  • Receive payments from anywhere in the world.
  • Get your own international debit card.
How does Utoppia work?

Utoppia functions as a global mobile app that works together with a US based Banking-as-a-Service provider to provide you access to an account in US dollars.

Synapse is our Banking-as-a-Service provider that keeps track of our users, their transactions, accounts, and statements.

What are the fees for the Utoppia account?

Opening your account with Utoppia is totally free and there are no maintenance fees. You can check pricing for other features on our website at utoppia.com/pricing

Customer Service
What are Utoppia’s customer service channels?

You can get in contact with us through our official customer service channels:

Whatsapp: +1 (650) 495-2468 
Instagram: @utoppia.us
LinkedIn: Utoppia
Twitter: @utoppia_us
Facebook: Utoppia.us

Our customer service team will provide you with any help that you may need! Please remember that we will never contact you to ask for your User ID, passwords, or debit card pin number. If you have any questions or concerns, do not hesitate to contact us through our official support channels.

How do I file a complaint?

In order to file a complaint, please contact our customer experience team using our WhatsApp number: +1 (650) 495-2468.

Payments & Card
Transfers
What is a same-day ACH transfer?

An advantage of having an account at Utoppia is that we offer same-day ACH transfers! You can transfer your money in 24 hours or less if the transfer is made before 19:00 UTC Monday - Friday. If the transfer is made after 19:00 UTC or before a weekend, please allow more time for the transfer to settle. Additionally, there is a fee of $2 when using Utoppia’s same-day ACH transfer service.

Same-day ACH transfers also feature the same characteristics as regular ACH transfers: they are electronic, bank-to-bank money transfers processed through the Automated Clearing House Network.

How do I send money with Utoppia?

With Utoppia, you can send money inside and outside the USA. 
ACH transfers allow you to send money inside the USA. You only need the full name, account number, account type, and routing number of the recipient.
International Wire (SWIFT) transfers allow you to send money outside the USA. You only need the full name, SWIFT code, and account number of the recipient.

If the funds are sent to the following countries, it is necessary to add additional information:
Australia (state branch office of the bank)
Brazil, Indonesia, Uruguay (branch office code)
China (branch office name)
Mexico (CLABE number)
Philippines (routing number)

How long does an outgoing transfer take?

A standard ACH transfer will take about 3-5 business days in order for the transfer to be completed and international wire transfers can take about 1-5 business days to complete. While Utoppia does not offer domestic wire transfers, they usually take less than 24 hours to complete.

Please note that same-day ACH transfers made before 19:00 UTC will take 24 hours to complete while transfers made after 19:00 UTC or before a weekend could take longer.

How do I dispute a transfer that's already completed?

To dispute a transfer, please remember that disputes can only be made regarding ACH transfers. Additionally, before you contact us with a dispute, you will need to have a valid reason (e.g. you didn’t make the transfer, potential fraud, etc). If you have a valid reason for your dispute regarding an ACH transfer, please contact our customer experience team using our WhatsApp number: +1 (650) 495-2468.

What is a SWIFT transfer?

A SWIFT transfer, also called an international wire transfer, is a secure and standardized method of sending or receiving money anywhere in the world. SWIFT is a messaging system for banks that works by linking up banks using standardized codes to complete payments.

What is an ACH transfer?

ACH transfers are electronic, bank-to-bank money transfers processed through the Automated Clearing House Network.

How can I receive money using Utoppia?

You can receive money from inside and outside the USA.

Inside the USA, you can receive money through ACH and Domestic Wire transfers.

Outside the USA, you can receive money through international wire transfers through whichever platforms have the ability to transfer money to an account in USD. These platforms are not restricted to SWIFT; other platforms you can receive money from are Wise, PayPal, Deel, etc.

What are domestic wire transfers?

A domestic wire transfer can be described as any type of wire payment that takes place between two different banks or institutions within the same country. These transfers can be either inter-bank or intra-bank. Senders may require a code or the recipient's branch number if they want to complete this type of transfer.

How do I make a transfer to another Utoppian?

Transfers between two Utoppians (U2U) are instant and free! Before you make a transfer, please make sure you and the person you wish to transfer money both have enabled the option “Allow Utoppians to find me“ found under “Receive funds using my email“ which is under the “Profile” section of the app. To make your transfer, select the “Transfers“ section of the app, click “Send“, click “New USD recipient“, and then select the option to transfer to a “Utoppian User”. Then type in the email of the Utoppia user you’d like to send your USD to, enter the amount and transfer reference, and then confirm!

Transfer Fees
Are there fees for ACH transfers?

An advantage of using Utoppia is that we don’t charge any fees for sending or receiving money in the US via ACH transfers from your Utoppia account.

However, to send same-day ACH transfers, there is a fee of 2 USD.

Are there fees for international wire transfers?

There is a fixed fee of $32 when sending money from your Utoppia account via international wire transfers. Since this fee is fixed, it will not change based on the different amounts of money you might want to transfer internationally. Additionally, there is a fee of $30 for receiving money in your Utoppia account via international wire transfers.

Are there fees for receiving domestic wire transfers?

An advantage of using Utoppia is that there are no fees for receiving money via a domestic wire transfer in your account. Please note that sending money from your Utoppia account can only be done via ACH or international wire transfers.

Transfer Limits
What are the transfer limits?

The limits for ACH, international wire, and domestic wire transfers can all be found by clicking this link: Transaction limits

Card Setup
What is a virtual card?

A virtual debit card is exactly like a physical card without tangibility. Just like a traditional debit card, a virtual card contains a card number, a verification number, and an expiration date. Additionally, the virtual debit card is attached to your account. When shopping online, you'd simply enter the card number and other details to purchase your goods or services. You are free to use your virtual card wherever MasterCard is accepted!

How do I activate my Utoppia card?

You can activate your card by following these steps in our app:

Select the “Card” option → then click the “Manage” tab  → then click “Card Activated”. There you have the options to both activate and disable your card.

How do I create or change my PIN number?

To change your virtual card PIN number, simply follow these steps on our app:

Select the “Card” option --> then tap on “Manage” --> then select “Security PIN” and set your 4 digit PIN number.

Cards & Online Payments
Can I make a payment when I'm not logged into the app?

Yes, you do not have to be logged into the Utoppia app to make a purchase using your debit card. In some cases, it depends on the merchant or merchant processor where the transaction is attempted. If you are unsure whether the transaction was completed, make sure to check your account balance once you have logged in again!

How do I deactivate my virtual card?

To deactivate your Utoppia card, please follow these steps in our app: Select the “Card” option → then click the “Manage” tab → then click “Card Activated”. There you will have the option to deactivate your card.

If you don’t have access to your personal smartphone and cannot log into your Utoppia account, please contact our customer experience team if you you have concerns about your account security using our WhatsApp number: +1 (650) 495-2468.

Is my Utoppia account compatible with PayPal?

Yes, however in order for us to make sure we can validate your transaction, please make sure to send us the receipt within 24-48 hours of receiving it.

Account & Personal Details
Opening an Account
What if I am not from one of the supported countries?

If you are not from one of Utoppia’s supported countries, then please join the waitlist for your specific country on our website at Utoppia and you will be updated with the latest news as soon as possible!

Where do I have to live and which passports and phone numbers does Utoppia support?

To open an account with Utoppia, you must have a passport from one of the following countries: Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, Colombia, Czech Republic, Denmark, Finland, France, Germany, India, Ireland, Italy, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Portugal, Singapore, Slovakia, South Africa, Spain, Sweden, Switzerland, United Kingdom, and Vietnam. Also, you have to have an address in any one of these countries.

Additionally, to open your account with us, your phone number has to match your country of residence. For example, if you live in Argentina, your phone number must be an Argentinian number.

How do I open my Utoppia account?

You can open an account using the app on your smartphone if you:

  • Are 18 years or older
  • Have a valid passport from a supported country
  • Do not already have an account at Utoppia
  • Have an address in one of our supported countries
  • Have a mobile number that matches your country of residence
  • And you own a compatible smartphone

Additionally, after you sign up, we’ll ask you to take a picture of your passport and a video selfie to prove your identity. Once your identity is verified, you’ll be able to deposit funds and use your Utoppia account!

Do I have to travel to open my account with Utoppia?

No, to open your account with Utoppia you don’t need to travel; all you have to do is download our app and register with a valid passport from a supported country.

Identity Verification
How do I prove my identity?

In order to provide a secure experience, it’s important for us to know our customers. A passport picture and video selfie work as proof of identity which is required to open an account at Utoppia. Also, if necessary, we may ask for additional information to help verify your identity in the future.

Why isn’t my identity verification working?

Most identity verifications fail due to poor picture or video quality.

Here are a few tips that will help you take a useable video selfie:

  • Complete the process in a bright environment and use a phone with a good camera.
  • If you're using an Android, ensure the camera is in focus.
  • Enable or disable your flash depending on the lighting in the room.
  • Make sure you’re the only person in the video.

Check your passport:

  • We only accept photos of your physical passport.
  • Keep your passport on a flat surface and make sure it is fully visible and the information is readable.
  • Try to avoid any glare that may appear in the photo as it obscures the information on the document.
  • Make sure your passport isn't damaged in any way.
  • Make sure to type in your full name as it appears on your passport, no nicknames please!
  • Double check that your personal information is correctly filled in before you submit for verification.
  • If the picture of your passport and/or your video selfie doesn’t work on the first try, we recommend that you start the process over again with these tips in mind.
Why do I need to send additional documents?

In certain scenarios, we may require additional information from our customers to continue with the sign-up process. This is a standard request that aligns with our legal and regulatory requirements.

Personal Information & Data
Can Utoppia close my account?

Yes, Utoppia may be able to close your account. For further information on this, please visit our website at Utoppia  where you will find our terms of service.

Where can I find my account details?

You can find your account details written on your account statement or under the “Profile” → “Account Details” section in the app. In the same section, you’ll be able to share your account details with your contacts.

How do I close my account?

Closing your account at Utoppia is completely free and you can do it whenever you want. Simply follow these steps in our app: “Profile” → “Close Account”.

How do I change my personal information?

To change your personal information, like your name, nickname, and your address (as long as it is within the same country where you registered), please contact our customer experience team using our WhatsApp number: +1 (650) 495-2468.

How do I download my account statements?

Your monthly account statements are updated on the 15th of each month and are available to be downloaded from the app following these steps: “Profile” → “Monthly Statements.”

How can I provide proof of origin for funds in my account?

We might request proof of origin or your flow of funds to make sure your money is safe, to help in the fight against terrorism, and/or to avoid money laundering activities.

Based on your account profile that was set by you during the onboarding process and depending how you generate your money, we may require, upon certain events, that you provide documentation in order to verify your source of funds via:

  • Account statements
  • Invoices issued to your most relevant customers that validate the source of funds
  • And/or signed contracts

Note: we may contact you in order to clarify any other activity.

How do I reset my password?

If you forgot your password or you need to reset it, please click the “I forgot my password” link which can be found on the log in page. If you continue having more difficulties with this, please contact our customer experience team though our WhatsApp channel: +1 (650) 495-2468.

Crypto
Understanding Crypto
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Crypto Access
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Crypto Transactions
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Taxes
International Tax Regulations
Do I have to pay taxes in the USA for using Utoppia?

No, having a Utoppia account doesn’t mean you have to pay taxes in the USA. However, we suggest you contact a tax professional from the country where you should pay taxes.

Mobile App
Our App
How do I give feedback or suggest a new product?

Users can submit their feedback or suggest a new product by sending an email to research@utoppia.com

How do I download the Utoppia app on my smartphone?

Our app is available on the Google Play store and in the App Store in the following countries: Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, Colombia, Czech Republic, Denmark, Finland, France, Germany, India, Ireland, Italy, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Portugal, Singapore, Slovakia, South Africa, Spain, Sweden, Switzerland, United Kingdom, United States, and Vietnam.

Security
Account Protection
What do I do if my account may be compromised?

If you think your account could be compromised, please contact our customer experience team right away using our WhatsApp number: +1 (650) 495-2468. Also, please reset your password immediately by clicking the “I forgot my password link” on the login page.

What do I do if my debit card is compromised?

If you think your debit card could be compromised, please contact our customer experience team right away using our WhatsApp number: +1 (650) 495-2468. Additionally, you can freeze your card by following these steps in the app: select the “Card” tab → then click the “Manage” tab → then “Card Activated”. There you have the option to disable or “freeze” your card.

What is phishing?

Phishing is a social engineering attack that uses fraudulent messages in order to trick users to reveal sensitive information or install some kind of malware. To prevent phishing, always double check that the emails you receive are recognizable and valid along with the websites that you browse.

  • For emails, look for typos in the messages and validate that the source email address is from the correct domain of the expected sender. Suspicious emails usually contain urgent, call-to-action messages or threats that have links or attachments.
  • For websites, validate that the site features a secure connection (check for the lock icon on the left of the site URL), this will ensure that your information is encrypted and secure and that the site belongs to the correct owner instead of a malicious hacker.

Remember that Utoppia will never ask for your personal login or account security information.

What do I do if I received a suspicious message?

If you receive a suspicious message and you are not sure if it is a legitimate message from Utoppia, please contact our customer experience team to validate it with us using our WhatsApp number: +1 (650) 495-2468. Please note that our analysts will never ask for your login or account information.

How do I protect my account?

Here are the top two ways you can protect your account with Utoppia:

  1. Do not share your password with anyone
  2. Change your password periodically

If you think your account could be compromised, please contact our customer experience team right away using our WhatsApp number: +1 (650) 495-2468.

Founded in California, USA. Reaching the whole world.

*All the images are for illustration purposes only.

Utoppia is not a bank. Utoppia Inc. is a technology services provider. Utoppia provides services through its Software Provider and Bank Partners, as set forth in the Terms of Service.Cash Management services are provided by Synapse Brokerage LLC, a registered broker dealer and member SIPC. Synapse Brokerage LLC provides cash management accounts and related services that allow customers to sweep uninvested cash balances into certain bank accounts at Synapse Program Banks. Please visit the Deposit Sweep Program Disclosure Statement for important legal disclosures. Review the background of Synapse Brokerage LLC or its professionals on FINRA’s BrokerCheck website. Synapse Brokerage LLC is not a bank. Use of the cash management services are subject to Synapse Brokerage LLC’s terms of service, found at  synapsefi.com/legal.

Account opening and other banking services provided by Utoppia are subject to applicable United States law and the Terms of Service. Utoppia may refuse to open or maintain accounts that violate applicable United States law and the Terms of Service. By creating an account using Utoppia’s mobile phone application, otherwise using Utoppia’s services or signing an electronic signature card, you agree to Utoppia’s Terms of Service, all applicable laws and regulations, and agree that you are responsible for compliance with any and all applicable local laws.