Help Center - Kadmos

Account & Personal Details

How can I open my Kadmos account?

To open an account with Kadmos, you don't need to go to a branch. You can set up an account directly from your phone, once your employer has invited you. To start, you just need to receive an invite link from your employer via email. Then you can download the Kadmos mobile app, and activate your account by using the code found in your invitation email. You will be required to verify your identity and, as soon as you finish, your account will be ready.

Does it cost money to use Kadmos?

The use of the Kadmos mobile app is free, transactions are subject to fees. Fees and charges paid by individual employees are subject to the terms and conditions negotiated with their current employer. Depending on the employment contract or government regulations, employees may be offered a limited number of cost-free withdrawals or home remittances.

What is an e-wallet?

An e-wallet (electronic wallet) is a digital account that enables a user to make transactions such as cash withdrawals or transfers through the app interface, once topped up with money. An e-wallet represents an account at a licensed financial institution It is equivalent to a typical bank account. E-wallets generally allow for quick and easy access to a user’s money when they are connected to the internet.

Is there a limit to how much money I can hold in the wallet?

Yes, the limit is 100,000 USD.

Where is the money in the wallets stored?

Kadmos is a technology provider and software developer that utilizes payment rails of our officially licensed e-money issuer (EMI) partners. As e-money institutions, our partners are obliged to hold customer funds in safeguarded accounts. These accounts are protected against business risks of the e-money licensed operators (i.e. bankruptcy, foreclosure, defaults, etc.) and are subject to strict access limitations and requirements. Depending on the currency used, safeguarded accounts may be held with a number of licensed banks across Europe and the European Economic Area.

Why do I need the app and e-wallet?

The e-wallet provides you with direct access to your money, anytime and anywhere. It is securely stored in stable currencies. When you transfer money from your wallet to your home bank to withdraw in your local currency, you can be sure that you are benefiting from our market-leading foreign exchange rates! Plus, with e-wallets you have complete freedom when and whom to transfer your money. No need to get your employer involved.

Why do I need to verify my identity?

You need to verify your identity in order to open and use your Kadmos account. This policy is in line with a banking regulation commonly known as "Know Your Customer" (KYC) and is the process of a business verifying the identity of its clients for security reasons; we are legally obliged to determine that you (the App user) are the same person who is registered with us.

How can I verify my identity?

Step a:

You will be asked to fill in some personal information, which will include:
- Date of Birth
- Gender
- Marital status
- Nationality
- Mobile Number
(Important: You must be able to receive SMS to this mobile number as you will need to receive an activation code to activate your debit card.)

Step b:

You will be asked to upload a picture of your passport and, below the photo, you will need to type your passport number.

The picture of your passport should be clear and legible with no glare. Please make sure it is:
- Clear- Not blurry
- Whole (no corners should be cut)
- Not too bright or too dark

Please avoid:
- Strong light as it may cause a reflection over the photo.
- Angles. Please take the photo of a passport laying straight and make sure it fits the frame.
‍
Step c:

You will be asked to take a picture of yourself.
Your face should be fully visible, with the photo taken straight on with good lighting.

Please do not wear:
- Hats
- Glasses
- Scarves
- Headphones

Please avoid:
- Strong light and backlight. Strong light from the front can cause reflections on the photo. With the backlight, your face may not be visible.
- Smiles and non-natural expressions. Please have a neutral expression.
- Angles. Please face the camera straight on while taking the picture.

That’s all! Once you upload those documents, they will be verified. You will see in the app the status as “Processing”. This can take up to 10 minutes. Once the process has concluded, the status in the app will change to “Successful” or “Rejected”. In case the activation fails, we will reach out to you via the in-app chat to help!

I forgot my password. What should I do?

First, select “Forgot password” on the login screen. Enter your email address and select “Submit.” An email will be sent to your designated email address. Check your email inbox or spam folder. Open the password reset email from Kadmos and find the code. Enter the code and select “Submit.” Create a new password. Click “Log in to continue” and sign in to your Kadmos account with your new password.
https://www.youtube.com/watch?v=1pWMlT9Nrlk
‍

How can I change my phone number in the app?

You can easily change the phone number associated with your Kadmos account in the Kadmos Mobile App.

Here’s how to do it:

- In the bottom menu of the App, click on the person icon on the right. It will take you to the “Account” tab.
‍
- In the “Account” tab you will see your name and underneath it, there will be a list of options. Choose the one at the top – “Personal information”.
‍
- Once you’re there, you will see the “mobile number” option. Next to it, there will be a blue "Change" button.
‍
- Click “Change”, type the new phone number, and select "Confirm".
‍
- A verification code will be sent to your new phone number and should be filled in where it says “ Enter your code”. After this, click “OK”.That’s it! You have successfully updated your phone number.

Can I transfer money to a Russian bank account?

Due to the current regulations, you cannot transfer money to Russia or to a Russian bank account.

Nonetheless, there are plenty of things you can do with your Kadmos digital wallet and debit card. For example, you can transfer money to another account anywhere in Europe.

If you need to go to Russia, unfortunately - due to Visa restrictions - you cannot use your Kadmos debit card there, however you can withdraw cash before traveling (within the limits).

Debit Card

What should I do when I receive my card?

Once you receive your Kadmos debit card, you'll need to activate it. Please open the mobile app, tap on the card icon on the menu, and click on “Activate card”. Enter the verification code sent to your mobile number. Enter your debit card number found on the back of your card and select “Activate”. Your card is now activated! You may select “Show PIN” to see your automatically created PIN.
https://www.youtube.com/watch?v=H1bA6Ha4lh0

Where can I use my card?

You can use your card to make in-store and online purchases and withdraw cash in your home country or overseas.

You can withdraw cash from any ATM that supports Visa and where Visa does not impose sanctions. In addition to the Visa sanctioned countries, our banking partner does not allow debit card transactions or withdrawals in the following countries: Afghanistan (AF), Burundi (BI), Belarus (BY), Democratic Republic of the Congo (CD), Central African Republic (CF), Republic of the Congo (CG), Cuba (CU), Western Sahara (EH), Iraq (IQ), Iran (IR), North Korea (KP), Lebanon (LB), Liberia (LR), Libya (LY), Russia (RU).

What are my spending limits?

Your Kadmos card comes with transaction-based and time-based spending limits*.Daily limit: The daily limit refers to a 24-hour period.

POS purchase

Online purchase

Transaction type

ATM withdrawal

USD

Currency

USD

Transaction limit

Daily limit

USD

Monthly limit

$ 2,000

$ 6,000

$ 10,000

$ 20,000

Currency

EUR

Transaction limit

Daily limit

Monthly limit

EUR

€ 2,000

€ 6,000

€ 10,000

€ 20,000

Currency

GBP

Transaction limit

£ 62000

£ 6,000

Daily limit

£ 6,000

Monthly limit

£ 6,000

£ 10,000

£ 20,000

ATM Withdrawal Limits:
- Max. 3 withdrawals per 24-hour period.Example: If you withdraw once at 9 am, you can only withdraw two more times until 9 am the next day. Then the count resets.
- 6,000 (USD/EUR/GBP) maximum per 24-hour period.
- 2,000 (USD/EUR/GBP) maximum per withdrawal with a 3-hour time window between each withdrawal (= 3 hours between transactions).

‍Please remember that ATMs could have their own limits and might charge additional fees. In addition, some ATMs have lower withdrawal limits, so if you want to maximize your cash withdrawals per day, we suggest finding ATMs with higher withdrawal limits.

Example: An ATM has a limit of 200 USD/EUR/GBP, which means that
- with our current daily limit, you could only withdraw 600 USD/EUR/GBP from that ATM in a 24
- hour period. Another ATM has a limit of 1000 USD/EUR/GBP, meaning that you could withdraw 3000 USD/EUR/GBP from that ATM in a 24-hour period.

‍*Until further notice and subject to change.

How can I change my PIN?

To reset your PIN, please visit an ATM.

How can I temporarily block my card?

Tap on the card icon in-app, and select “Block”.

How can I permanently block my card?

You can permanently block your card by chatting with us directly in-app, or by sending us an email (support@kadmos.io).

What should I do if I lose my card?

Please make sure that you immediately block your card if you lose it. You can block it directly in your Kadmos mobile app and then reach out to our customer support team, who will be able to support you further. Alternatively, you can also call VISA from anywhere in the world to +1 303 967 1090. Visa’s Global Customer Assistance Services (GCAS) will help you 24 hours a day, 7 days a week.

If you’re sure that you won’t find your card again, you can select the card icon in the mobile app and tap on “settings”, then on “Replace card”. After pressing the button “Replace card” you will have the option to request a new one.

What should I do if I lose my card and phone?

If both your card and your mobile device with the Kadmos app were lost or stolen, contact us as soon as possible to support@kadmos.io and we’ll block your lost card and temporarily block the app access so nobody will be able to get access to your money and make any transactions.

What should I do if I do not recognize a card payment?

If you suspect fraudulent activity on your debit card, you need to login to the Kadmos mobile app and block your card immediately. Then contact our support team who will help you with the next steps and resolution.

Information on your new debit card

Please visit our new card page
www.kadmos.io/resources/faqs-newcard

Transfers & Withdrawals

How can I add money to my e-wallet account?

Money can be added to your wallet by your employer only. Contact your employer to find out when they will authorize the next salary payment (or salary advance) and ask them to ensure that it will be sent to your Kadmos wallet.

What do you mean by FX?

Foreign Exchange (forex or FX) is the trading of one currency for another. The rates of exchange usually fluctuate based on the market conditions or government regulations.

How can I create a recipient?

Under “My recipients”, click on “Add”. Fill in the required information about the recipient as prompted, and select “Save”.
https://www.youtube.com/watch?v=2wCoJDXv6yI

How can I withdraw cash?

You can withdraw cash from any ATM in your home country or overseas that supports Visa and where Visa does not impose sanctions.

If the ATM asks whether you would like to complete the transaction “with conversion” or “without conversion”, we recommend always choosing “without conversion”.

‍IMPORTANT: We highly recommend opting to be charged in the local currency of the country you’re in!

‍If you choose “with conversion”, the ATM provider can apply their own exchange rate, which is not the interbank rate.

Can ATMs charge their own fees?

Some ATMs may charge their own fees. You should be informed by the ATM operator before confirming your withdrawal whether additional fees apply. These fees are outside of our control, we can’t reject or reverse them.

If you decide to proceed with the withdrawal and the fee, this fee will appear within the same transaction in your transaction list and is typically added on top of the withdrawal amount.

Are there any withdrawal limits?

Yes, your Kadmos card comes with transaction-based and time-based spending limits, which include ATM withdrawal limits*.

Transaction type

USD

ATM withdrawal

Currency

Transaction limit

Daily limit

$ 2,000

$ 6,000

Currency

EUR

Transaction limit

€ 2,000

Daily limit

€ 6,000

Monthly limit

€ 6,000

Currency

GBP

Currency

£ 2,000

Currency

£ 6,000

Currency

£ 6,000

Monthly limit

$ 6,000

Daily limit: The daily limit refers to a 24-hour period.

ATM Withdrawal Limits:
- Max. 3 withdrawals per 24-hour period.Example: If you withdraw once at 9 am, you can only withdraw two more times until 9 am the next day. Then the count resets.
- 6,000 (USD/EUR/GBP) maximum per 24-hour period.
- 2,000 (USD/EUR/GBP) maximum per withdrawal with a 3-hour time window between each withdrawal (= 3 hours between transactions).

‍Please remember that ATMs could have their own limits and might charge additional fees. In addition, some ATMs have lower withdrawal limits, so if you want to maximize your cash withdrawals per day, we suggest finding ATMs with higher withdrawal limits.

Example: An ATM has a limit of 200 USD/EUR/GBP, which means that
- with our current daily limit, you could only withdraw 600 USD/EUR/GBP from that ATM in a 24
- hour period. Another ATM has a limit of 1000 USD/EUR/GBP, meaning that you could withdraw 3000 USD/EUR/GBP from that ATM in a 24-hour period.

‍*Until further notice and subject to change.

What should I do if my card has been captured by an ATM?

You can find contact information of the ATM provider on the ATM machine. We suggest contacting them directly to find out what happened to your card. If you don't receive your card back, please go to the card details screen in your Kadmos app and block your card to make sure your funds are safe. Then you can request a new Kadmos debit card in the card details screen; please go to the card icon, “Settings” and then tap “Replace card”.

Wallet to Wallet: KadPay

What is KadPay ?

Kadmos users can use the KadPay (Wallet-to-Wallet) feature to instantly send and receive money from other Kadmos users, without having to enter their bank details.

How can I pay with KadPay?

To instantly pay or send money to other Kadmos users, simply tap the "Pay" button on your app home screen, scan your friend's or the store’s QR code, and enter the amount you want to send. It's that easy!

How can I receive money instantly with KadPay?

To instantly request and receive money from other Kadmos users, tap “Get paid” on your app home screen. Then, you can ask the payer to send you money in two ways; they can either scan your QR code or you can share the payment link with them. Once they enter the amount and confirm the payment, the money is immediately in your account.

Why do I need to enter a verification code to confirm the transaction?

For your safety. We ask you to verify your details before proceeding with the payment, to ensure your information, and purchases associated with your email address, are shared securely.

Is KadPay free of charge?

Yes, KadPay transfers are completely free of charge for all Kadmos users.

Does KadPay work between Kadmos wallets of different currencies?

No, you can only transfer money via QR code or link between Kadmos wallets of the same currency.

What is a real-time transaction?

A real-time transaction is a transaction (payment) made between bank accounts that are initiated, cleared and settled within seconds, at any time of the day or week.

Privacy & Security

I suspect fraudulent activity in my account. What should I do?

Contact our customer support team immediately via the in-app chat or by sending an email to support@kadmos.io and please notify the relevant legal authorities as soon as possible.

Where can I view the terms and conditions and the privacy policy?

When you are logged into the app, on the bottom right hand side of the screen you will see the person icon. Click on the icon and you will be directed to the account section. All of our legal information can be found under the “Legal Information” section.

What measures do you take to protect my data?

Kadmos is fully GDPR compliant. Kadmos processes all personal data with clients´ consent and the legal basis is Art. 6 para 1 sentence 1 lit. a GDPR. In the cases where the law does not require Kadmos to obtain consent, we process your personal data in connection with the initiation and performance of a contract and the legal basis is Art. 6 para 1 sentence 1 lit. b GDPR (performance of a contract, pre-contractual measures) or on the basis of other permitting laws. All personal data will generally be processed within the EU or the European Economic Area (EEA), and the processing of the data will be governed by the GDPR. Please note that this is also the case if you are located in a country outside of the EU or the EEA.

What should I avoid when communicating with anyone including Kadmos employees?

- Sharing codes from sms or push notifications
- Providing your card details
- Sharing your Kadmos account login and password details
- Changing the email or phone number linked to your Kadmos account
- Sharing the password for your Kadmos email account
- Handing over your mobile phone
- Sharing any personal information about your family, friends, colleagues
- Downloading suspicious apps

Customer Support

How can I contact Kadmos?

Chat

You can open a chat right from the Kadmos app by following these steps:

- Log in the app
- Tap the person icon on the bottom-right corner of the menu tab
- Tap on “Help” and “Chat with us”

We’ll be happy to assist you via chat 24 hours a day, 7 days a week!

Email

‍Write to us by sending an email to support@kadmos.io

Account & Personal Details

How can I open my Kadmos account?

You can open a Kadmos account directly from your phone without visiting a branch, once your employer invites you. Simply receive an invite link via email, download the Kadmos app, and activate your account using the code from the invitation email. After verifying your identity, your account will be ready.

If your employer offers it, you can also register by scanning a QR code. This will direct you to a questionnaire to provide your personal details. We’ll review your information and send you an invitation email with a code. Once you use the code in the Kadmos app and verify your identity, your account will be set up.

Does it cost money to use Kadmos?

What is an e-wallet?

An e-wallet is a digital account that allows users to make transactions, such as withdrawals or transfers, once funded. It functions like a traditional bank account, but with quick and easy access to funds through an app when connected to the internet.

Is there a maximum limit to the amount of money I can hold in my wallet?

The maximum wallet balance is 100,000 USD. For GBP or EUR wallets, the limit is equivalent to 100,000 USD.

Where is the money in the wallets stored?

Kadmos is a technology provider that uses the payment systems of our licensed e-money issuer (EMI) partners. These partners are required to keep customer funds in safeguarded accounts, which protect them from business risks such as bankruptcy or defaults. The accounts are subject to strict access controls and may be also held with licensed banks across Europe and the European Economic Area, depending on the currency.

Why do I need the app and e-wallet?

The app gives you anytime, anywhere access to your money in your e-wallet, which is securely stored in stable currencies. When transferring funds to your home bank, you’ll benefit from our competitive exchange rates. E-wallets also offer full flexibility, allowing you to transfer money whenever and to whoever you choose—no need to involve your employer.

Why do I need to verify my identity?

To open and use your Kadmos account, you must verify your identity. This is required by "Know Your Customer" (KYC) regulations, which ensure we can confirm that you, the app user, are the same person registered with us for security reasons.

How can I verify my identity?

Step 1:
You will be asked to provide personal information, including:

- Date of Birth
- Gender
- Marital Status
- Nationality
- Mobile Number
- Address

Important: You must be able to receive SMS on the mobile number you provide, as you'll need it to get an activation code for your debit card.

‍Step 2:
You may be asked to upload proof of address, such as a utility bill, rental agreement, or bank statement from the last 3 months. The document must show the same address you registered with and your full name.

If you're not asked for this document, you can skip this step and move to the next.

Step 3:
‍You will need to upload a clear, legible photo of your passport and type your passport number below it. The photo should:

- Be clear and not blurry
- Show the full passport (no cropped corners)
- Have balanced lighting (not too bright or dark)

Avoid:
- Strong lighting that causes glare
- Taking the photo at an angle
‍
‍Step 4:
‍You will need to upload a selfie with your face fully visible. The photo should:

- Be taken straight on with good lighting- Hats
- Avoid wearing hats, glasses, scarves, or headphones
- Have a neutral expression (no smiles or exaggerated expressions)

Avoid
- Strong light or backlight
- Taking the photo at an angle

Once you've uploaded your documents, they will be verified. The app will show "Processing," which can take up to 10 minutes, though it may sometimes take longer. Once complete, the status will change to "Successful" or "Rejected."

If the activation fails, we'll contact you via in-app chat for assistance.

I forgot my password. What should I do?

To reset your password, select "Forgot password" on the login screen. Enter your email and click "Submit." Check your inbox or spam folder for an email from Kadmos, then find the reset code. Enter the code and click "Submit." Create a new password, then click "Log in to continue" to sign in with your new password.

How can I change my phone number in the app?

To change the phone number linked to your Kadmos account, follow these steps:

1. In the app’s bottom menu, tap the account icon to go to the “Account” tab.
2. In the “Account” tab, select “Personal Information” under your name.
3. In the “Mobile Number” field, enter your new phone number and tap "Save."
4. A verification code will be sent to your new number. Enter the code and tap "OK."

That's it! Your phone number is now updated.

eSIMs

What is an eSIM?
‍An eSIM is a digital SIM card that works without a plastic SIM. It is inside your phone already, and you can activate it online instead of putting a new SIM card in your phone. It allows you to use local networks when you’re travelling, keeping you connected and saving you money. 

What is being offered?
Kadmos is offering a 15% discount on eSIM purchases through Airalo to help seafarers stay connected affordably while working at sea or traveling internationally. This is for new and existing customers of Airalo.

Who is eligible for the discount?
All Kadmos users are eligible for the offer.

How do I get an eSIM?  
To activate your Airalo eSIM follow these simple steps:
1. Download the Airalo app on your Apple or Android device
2. Choose the data package for the country you want to connect in
3. Enter the code KADMOS at checkout to get 15% discount
4. Install and activate your eSIM according to the instructions in the Airalo app

Can my phone use eSIMs?
Check if your device supports eSIMs:
- Apple devices
- Android devices

What if I have an issue with the eSIM?
All support enquires for eSIMs should be sent directly to Airalo. You can visit https://www.airalo.com/help/ to find out more.

Can I use this discount multiple times?
Yes, the offer can be used multiple times.

Applicable terms can be found here

Debit Card

What should I do when I receive my card?

To activate your Kadmos debit card, open the mobile app and tap the card icon in the menu. Then, click “Activate card.” If you have the card envelope, select "Scan barcode" and scan the barcode. Your card will be activated!

If you no longer have the envelope, select "I don't have a barcode." Enter the verification code sent to your mobile number and the debit card number found on the back of the card. Then, click “Activate.” Your card is now active! You can also select “Show PIN” to view your automatically generated PIN.

Where can I use my card?

You can use your card for in-store and online purchases, as well as cash withdrawals both domestically and abroad. Withdraw cash from any ATM that supports Visa, as long as Visa does not impose sanctions.

However, our banking partner does not allow debit card transactions or withdrawals in the following countries: Afghanistan (AF), Belarus (BY), Burma (Myanmar, MM), Burundi (BI), Central African Republic (CF), Cuba (CU), Democratic Republic of the Congo (CD), Iraq (IQ), Iran (IR), Lebanon (LB), Liberia (LR), Libya (LY), Mali (ML), Nicaragua (NI), North Korea (KP), Palestine (PS), Republic of the Congo (CG), Russia (RU), Somalia (SO), Sudan (SD), South Sudan (SS), Syria (SY), Venezuela (VE), Western Sahara (EH), Yemen (YE), and Zimbabwe (ZW).

What are my spending limits?

Your Kadmos card comes with transaction-based and time-based spending limits*.
‍
‍Daily limit: The daily limit refers to a 24-hour period.

Transaction type

Currency

Transaction
limit

Daily
limit

Monthly
limit

ATM withdrawal

USD

$ 2,000

$ 6,000

POS purchase

$ 6,000

$ 10,000

USD

$ 6,000

$ 20,000

Online purchase

ATM withdrawal

EUR

€ 2,000

€ 6,000

ATM withdrawal

POS purchase

Online purchase

POS purchase

€ 10,000

€ 6,000

EUR

€ 20,000

GBP

€ 6,000

GBP

£ 6,000

€ 6,000

£ 2,000

£ 6,000

£ 10,000

£ 6,000

£ 20,000

ATM Withdrawal Limits:
- Max. 3 withdrawals per 24-hour period.
Example: If you withdraw once at 9 am, you can only withdraw two more times until 9 am the next day. Then the count resets.
- 6,000 (USD/EUR/GBP) maximum per 24-hour period.
- 2,000 (USD/EUR/GBP) maximum per withdrawal with a 3-hour time window between each withdrawal (= 3 hours between transactions).

‍Please remember that ATMs could have their own limits and might charge additional fees. In addition, some ATMs have lower withdrawal limits, so if you want to maximize your cash withdrawals per day, we suggest finding ATMs with higher withdrawal limits.

Example: An ATM has a limit of 200 USD/EUR/GBP, which means that - with our current daily limits - you could only withdraw 600 USD/EUR/GBP from that ATM in a 24-hour period. Another ATM has a limit of 1000 USD/EUR/GBP, meaning that you could withdraw 3000 USD/EUR/GBP from that ATM in a 24-hour period.
‍
Google Pay Limits
For the first 5 days after adding your card to Google Wallet, paying with Google Pay is limited in the following way:
‍
- Max. amount per transaction is USD 150.00
- Max. total transaction amount per day is USD 1250.00
- Max. number of transactions is 20

*Until further notice and subject to change.

How can I temporarily block my card?

In the app, tap the card icon and select “Block Card.” Your card will then be blocked.

How can I permanently block my card?

To permanently block your card, chat with us directly in the app or email us at support@kadmos.io.

What should I do if I entered the wrong PIN?

For security reasons, your card will be automatically blocked after three incorrect PIN attempts. If you accidentally entered the wrong PIN, here’s how to unblock your card:

- Use the card at an ATM: Insert your card, enter the correct PIN (no need to withdraw cash), and your card will be unblocked.
‍
- Make an online purchase: This will also unblock your card.
‍
- Contact Support: If you're unable to use the card at an ATM or make an online purchase, reach out to our support team.

What should I do if I lose my card?

If you lose your card, make sure to block it immediately through the Kadmos mobile app. Then, contact our customer support team for further assistance. Alternatively, you can call Visa’s Global Customer Assistance Services at +1 303 967 1090, available 24/7.

If you're sure you won’t find your card, go to the card icon in the app, tap "Settings," then select "Replace card." After pressing "Replace card," you'll be redirected to Kadmos Customer Support, where we’ll assist you in getting a new card.

What should I do if I lose my card and phone?

If both your card and mobile device with the Kadmos app are lost or stolen, contact us immediately from your registered email address at support@kadmos.io. We will block your lost card and temporarily disable app access to prevent unauthorized transactions and protect your funds.

What should I do if I do not recognize a card payment?

If you suspect fraudulent activity on your debit card, log in to the Kadmos mobile app and block your card immediately. Then, contact our support team for assistance with the next steps and resolution.

What should I do if my card has been captured by an ATM?

You can find the ATM provider's contact information on the machine. We recommend contacting them directly to inquire about your card. If you don't receive your card back, go to the card details screen in the Kadmos app and block your card to protect your funds. Then, you can request a new Kadmos debit card by going to the card icon, tapping “Settings,” and selecting “Replace card.” After pressing the “Replace card” button, you’ll be redirected to Kadmos Customer Support, where we’ll assist you in receiving a new card.

How do I add my card to Google Wallet?

1. Open the Google Wallet app
2. Tap “Add to Wallet”
3. Tap “Payment card”
4. Tap “New credit or debit card”
5. Enter the card details
6. Tap “Save and continue”
7. Read the issuer terms and tap “Accept”
8. If you’re asked to verify your payment method, choose an option from the list and complete the verification.

How do I pay with Google Pay?

Paying in-store
Set your Kadmos card as the default in your Google Wallet app. To pay, unlock your phone, hold it near the contactless section of the payment terminal, and wait for the checkmark to appear. That’s it!

‍Paying online
Your Kadmos card details will be autofilled when asked for card information. Alternatively, look for the “Buy with Google Pay” button. After clicking it, select your card and shipping address, then confirm the payment.

Will I have to enter my PIN if I pay with Google Pay?

For transactions over a certain value, you may be asked to enter your card PIN at the payment terminal, depending on the country. In most cases, confirming the transaction on your phone will be enough.

Transfers & Withdrawals

How can I add money to my e-wallet account?

Money can be added to your wallet by your employer. Contact them to find out when the next salary payment (or salary advance) will be authorized, and ask them to ensure it’s sent to your Kadmos wallet.

You can also receive money from another Kadmos user through KadPay, which allows Kadmos users to send money to each other. For more details, please check the KadPay section in the Kadmos Help Center.

What do you mean by FX?

FX, also know as Foreign Exchange, is the process of trading one currency for another. Exchange rates fluctuate based on market conditions or government regulations.

Imagine you're traveling on a ship to different countries, each with its own currency, like dollars, euros, or yen. When you buy something in another country or online, you’ll need to exchange your currency for theirs. This exchange is called Foreign Exchange, or FX. Essentially, it’s swapping your money for the local currency at an exchange rate, which tells you how much foreign money you can get for your own.

How can I create a recipient?

Under "My recipients," click "Add." Fill in the required recipient details and click "Save."

How can I withdraw cash?

You can withdraw cash from any ATM that supports Visa, both in your home country and abroad, as long as Visa does not impose sanctions. If the ATM asks whether you want to complete the transaction “with conversion” or “without conversion,” we recommend choosing “without conversion.”

‍IMPORTANT: Always choose to be charged in the local currency of the country you're in! If you select “with conversion,” the ATM provider may apply their own exchange rate, which is not the interbank rate.

Can ATMs charge their own fees?

Some ATMs may charge their own fees. The ATM operator should inform you of any additional fees before you confirm your withdrawal. These fees are outside of our control and cannot be rejected or reversed.

If you proceed with the withdrawal, the fee will appear in your transaction list as part of the same transaction, usually added on top of the withdrawal amount.

Are there any withdrawal limits?

Yes, your Kadmos card comes with transaction-based and time-based spending limits, which include ATM withdrawal limits*.
‍
‍Daily limit: The daily limit refers to a 24-hour period.

Transaction type

Currency

Transaction
limit

Daily
limit

Monthly
limit

ATM withdrawal

USD

$ 2,000

$ 6,000

ATM withdrawal

€ 2,000

€ 6,000

EUR

GBP

£ 2,000

£ 6,000

ATM withdrawal

ATM Withdrawal Limits:
- Max. 3 withdrawals per 24-hour period.
Example: If you withdraw once at 9 am, you can only withdraw two more times until 9 am the next day. Then the count resets.
- 6,000 (USD/EUR/GBP) maximum per 24-hour period.
- 2,000 (USD/EUR/GBP) maximum per withdrawal with a 3-hour time window between each withdrawal (= 3 hours between transactions).

‍Please remember that ATMs could have their own limits and might charge additional fees. In addition, some ATMs have lower withdrawal limits, so if you want to maximize your cash withdrawals per day, we suggest finding ATMs with higher withdrawal limits.

Example: An ATM has a limit of 200 USD/EUR/GBP, which means that - with our current daily limit - you could only withdraw 600 USD/EUR/GBP from that ATM in a 24-hour period. Another ATM has a limit of 1000 USD/EUR/GBP, meaning that you could withdraw 3000 USD/EUR/GBP from that ATM in a 24-hour period.

‍*Until further notice and subject to change.

How do Standing Orders and Schedule Transfers work?

With Standing Orders and Scheduled Transfers, you can easily manage recurring payments to your family. By setting it up once, you can send money regularly, even without an internet connection.

Here's how to set it up:

1. Tap “Schedule” on your KMA home screen, select the beneficiary, and create a Standing Order.
2. Choose the amount, specify the frequency (one-time or monthly), set a start date and an end date (if needed), and confirm your choices.
3. After confirmation, you'll receive an overview of the Standing Order, complete the two-factor authentication (2FA), and access a list of your standing orders to view, edit, or delete.

You’re all set!

Can I transfer money to a Russian bank account?

Due to current regulations, you cannot transfer money to Russia or to a Russian bank account.

However, there are still many things you can do with your Kadmos digital wallet and debit card. For example, you can transfer money to any other account within Europe.

If you need to travel to Russia, unfortunately, you won’t be able to use your Kadmos debit card there due to Visa restrictions. However, you can withdraw cash before traveling (within the limits).

Wallet to wallet: KadPay

What is KadPay?

Kadmos users can use our KadPay (wallet-to-wallet) feature to instantly send and receive money from other Kadmos users, without needing to enter bank details.

How can I pay with KadPay?

To instantly pay or send money to other Kadmos users, tap the "Send" button on your app home screen, scan your friend’s or the store’s QR code, and enter the amount.

Your friend can also send you a link by tapping the "Receive" button and then selecting "Send link." Once you use the link, enter the amount you want to send. It’s that simple!

How can I receive money instantly with KadPay?

To instantly request and receive money from other Kadmos users, tap “Receive” on your app home screen. You can ask the payer to send you money in two ways: they can scan your QR code or you can share the payment link with them. Once they enter the amount and confirm the payment, the money will be immediately in your account.

Why do I need to enter a verification code to confirm the transaction?

For your safety, we ask you to verify the transfer via a verification code before proceeding with the payment.

Is KadPay free of charge?

Yes, KadPay transfers are completely free of charge for all Kadmos users.

Does KadPay work between Kadmos wallets of different currencies?

No, you can only transfer money via QR code or link between Kadmos wallets of the same currency.

What is a real-time transaction?

A real-time transaction is a transaction (payment) made between digital wallets that are initiated, cleared, and settled within seconds.

Fees

Which transactions are free?

You will pay no fees for:

Any wallet-to-wallet transactions (KadPay) that you make or receive from your fellow Seafarers.

Making a payout in EUR from your USD, EUR or GBP wallet to one of the following countries; Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, the UK, Iceland or Norway.

Making a payout in GBP from your GBP wallet to the United Kingdom.

Making purchases with your Kadmos Card, either in-person or online.

Which transactions will I now be charged a fee for?

You will be charged a fee for any Bank Transfer that doesn’t meet the criteria for a free Bank Transfer listed in the "Which transactions are free?" section or when you withdraw cash from an ATM using your Kadmos Card.

What are the fees I will be charged for Bank Transfers?

You can find all details of the fees we charge for Bank Transfers by navigating to the "Account" section of your Kadmos App and then tapping on the "Pricing" option.

When will I be charged a fee for a Bank Transfer?

If your Bank Transfer incurs a fee, you will be charged when you confirm the transfer using your Kadmos Mobile App. We will always provide a breakdown of the fees before any funds leave your wallet.

What’s the difference between Local and SWIFT Bank Transfers?

Local Bank Transfers use banking networks in certain countries to transfer funds from your Kadmos wallet to your beneficiary’s bank account. Since they rely on local networks, they are cheaper and faster than SWIFT transactions.

SWIFT Bank Transfers, on the other hand, use multiple intermediary banks to transfer funds internationally. As a result, they are more expensive and take longer than Local Bank Transfers.

We are constantly working to add more Local Bank Transfer options to offer our users cheaper and faster services.

What are the fees I will be charged for ATM withdrawals?

You can find the details of the fees for ATM withdrawals by going to the "Account" section of your Kadmos App and tapping on the "Pricing" option.

Will I always have to pay fees?

Companies may choose to sponsor transaction fees for their seafarers. If your employer agrees to sponsor your fees, you won’t have to pay for the transactions they cover. You can find details of any free transactions by going to the "Account" section of your Kadmos App and tapping on the "Pricing" option.

Will I still be charged a fee if my Bank transfer fails?

If you make a transaction that fails before the money leaves your Kadmos wallet, you will not be charged any fee.

If you make a bank transfer and the money leaves your Kadmos wallet but the transfer fails (e.g., if the beneficiary's bank rejects the payment), the fee will be charged and then automatically refunded along with the sent funds.

Virtual Point of Sale (KadPos)

What is KadPos?

KadPos is Kadmos' digital point-of-sale product that allows seafarers to settle onboard expenses for products and services using their Kadmos wallet. With KadPos, crew members can pay instantly via QR code or remotely using their Kadmos user tag. It’s secure, digitizes all transactions immediately, simplifies analysis and reconciliation processes, and eliminates the need for paper or emails.

How can I set up KadPos?

On the Kadmos Company Portal, click “VPOS” and then “Systems.” Click “Add system” in the top right corner, enter the name, minimum and maximum payout amounts, and select the location. Select the newly created system from the list and click “Create pay request.” You can create it manually or from a file.

- Manually: Select the currency and enter the amount.
‍
- From a file: Select the currency and upload the .CSV file.

How can I request a seafarer to settle their expenses with KadPos?

Once you've set up a new POS, you'll see the option "Create new request" on your POS screen. Click on it, and on the next screen, you can enter all the details and request the payment.

You can request a payment in two ways:

- Ask the payer to scan the QR code generated on your screen for an instant payment.

- Click on “Send a remote request to the payer” and enter their Kadmos user tag. In this case, the payer will receive a payment request notification in their Kadmos app and can complete the payment before the expiration date.

As a seafarer, how can I pay with KadPos?

With KadPos, you can easily pay for onboard purchases with just a few taps. Simply open your Kadmos app, tap “Pay” on the home screen, and scan the QR code presented by the operator.

Alternatively, the operator can send you a remote payment request using your unique Kadmos user tag. In this case, you’ll receive a payment request notification with all the details directly in your Kadmos app and can complete the payment before the expiration date shown in the app. To proceed, share your user tag with the operator.

Note: To find your user tag, go to the “Account” section in your Kadmos app. The tag is displayed right below your name and starts with “@”.

Is KadPos free of charge?

Yes, KadPos is free of charge.

Are there amount limits for payments via KadPos?

Yes, the maximum amount per transaction is 1,000 USD/EUR/GBP.

Privacy & Security

Where can I view the terms and conditions and the privacy policy?

When you're logged into the app, you'll see the account icon in the bottom right corner of the screen. Click on it to be directed to the account section. All our legal information can be found under the “Data & Legal Information” section.

I suspect fraudulent activity in my account. What should I do?

Contact our customer support team immediately through the in-app chat or by emailing support@kadmos.io. Please also notify the relevant legal authorities as soon as possible.

What measures do you take to protect my data?

Kadmos is fully GDPR compliant. We process all personal data with clients' consent, based on Art. 6 para 1 sentence 1 lit. a GDPR. In cases where consent is not required by law, we process personal data in connection with the initiation and performance of a contract, based on Art. 6 para 1 sentence 1 lit. b GDPR (performance of a contract, pre-contractual measures), or other permitting laws.All personal data is generally processed within the EU or the European Economic Area (EEA), and data processing is governed by the GDPR. This applies even if you are located outside of the EU or EEA.

What should I avoid when communicating about my account?

When communicating about your account, avoid the following:

- Sharing codes from SMS, email, WhatsApp, or push notificationsProviding your card details
- Sharing your Kadmos account login and password
- Sharing the password for your Kadmos email account
- Handing over your mobile phone
- Sharing personal information about your family, friends, or colleagues
- Downloading suspicious apps

Customer Support

How can I contact Kadmos?

Chat
You can open a chat right from the Kadmos app by following these steps:
- Log in the app
- Select “Chat with us”

Email
Write to us by sending an email to support@kadmos.io
‍
Customer support is available 24 hours a day, Monday to Friday, and from 8 AM to 8 PM (CET) on Saturdays and Sundays.

Kadmos Help Center

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