Frequenly Asked Question

Last updated June 12, 2024

Note: Separate FAQ may be required for other product type

Account

General

  • How do I get a Supreme Fintech Account?
    1. You may register with us via this link at personal.supremefintech.nz | corporate.supremefintech.nz
    2. Fill in all details and click Register
    3. Verify email and phone number
    4. Submit KYC documents
  • What about my information? Is that safe?
    Yes, we comply with the Privacy Act 2020. When it comes to your personal and financial information, we are always on guard to provide the security of your details and make it our utmost priority to protect it.
  • How long will my data be stored for?
    We are obligated to comply with Money Laundering, Terrorist Financing and Transfer of Funds Regulations 2017 to retain your personal data for a period of 5 years after the termination of the business relationship under the AML/CFT Act. However, according to the tax law, your data will be stored for 7 years after they were generated.
  • What personal data do I need to submit?
    When you register for an account with Supreme Fintech, we require you to provide us with your details such as name, email address, proof of address, phone number. As per KYC documents, you are required to submit your proof of ID [passport or national ID, and bank statement (within 90days)]
  • Can I request erase of my data?
    Yes! You have the right to ask us to delete or remove your personal data where there is no good reason for us to continue processing it. You may refer to our Personal Data Protection Policy document for further information about your rights on your personal details.
  • How can I contact customer services?
    You may contact us via email at [email protected]
  • How do I complain?
    If you would like to make a complaint, please get in touch with us at [email protected]. Let us know if there is anything we can do to improve our service. At Supreme Fintech, we value the opinions and feedback of our customers.
  • Can I login to my account with two devices at the same time?
    Yes, both logins are allowed.

Verifying Identity

  • Why do I need to verify my identity?
    The purpose of verifying your identity is to help prevent fraud activities on your account and ensure that no one, except you, are able to use your payment information to make an exchange.
  • How do I verify my identity?
    You must submit KYC (Know-Your-Customer) documents upon registration including Proof of Identity and Proof of Address. Additionally, verification will be conducted via OTP and Google Authenticator for added security measures.
  • What countries are supported?
    All countries except Ukraine, Poland, Morocco, Mauritania, Kazakhstan, Egypt, Somalia, Iran, Iraq, China, Peru, Greece, Latvia, Dubai (UAE), Estonia, Cambodia, Mauritius, African countries, Lithuania.
  • What is the age limit?
    The age limit to register for Supreme Fintech account is 18 years old and above.
  • I’m unable to verify my identity, what can I do?
    You need to contact our Customer Support at [email protected] and our Team will guide you to resolve the issue.
  • How do I upload documents?
    You may upload your documents through our web banking after you register your account with us.

User Account

  • How do I update my details?
    You are not allowed to modify your personal information. Please email your inquiries to our support team [email protected].
  • Can I modify my email?
    Yes. Kindly write in to us at [email protected]. You will be required to verify your new email address.
  • I forgot my password, what can I do?
    You may reset it by visiting our login page and selecting forgot password. An email with a link will be sent to you. Please note that the link will only be valid for 5 minutes. You will need to redo the process if the timeframe has passed.
  • Why I can't login to my account?
    If you can’t login to your account, please contact our customer support at [email protected] to assist you accordingly.
  • My phone has been stolen or lost; how do I deactivate access?
    If your phone is stolen or stolen, immediately notify our customer support to disable your account. You may email us at [email protected].
  • How can I get a statement?
    With e-Statement, you can view, download or print your bank statements. Kindly log in to your account, and you may download your monthly statement.
  • Can I get a joint account?
    No. We do not offer joint accounts here at Supreme Fintech. Your account is unique to you for security purposes.
  • How can I terminate my account?
    Before closing your account, you need to notify us at [email protected]. Remaining balance on your account will be credited to the third-party bank account with the details that you provided us with.

International Bank Transfers

  • Recipient has not received the money.
    There could be a few reasons why the transfer was rejected such as:
    1. Beneficiary account details were incomplete (beneficiary bank and beneficiary details must be completed)
    2. Insufficient balance
    3. Exceeded withdrawal and transaction limits
  • For International outgoing transfer, it can take up to 1-3 working days for funds to reflect.
  • How can I cancel a transfer?
    Once the transaction has been approved, you are not able to make any cancellations.
  • Why has my transfer failed?
    The transfer might fail if you have exceeded transfer limits or input incorrect data. Your transfer limits are based on the package you have signed up. It might also fail if the transfer is rejected by the beneficiary bank.
  • Why has my transfer been declined?
    Kindly make sure your account has sufficient balance, and transfer details correctly input. You may contact Customer Support if you face any further issues.
  • Why is my transfer still pending?
    Generally, transfers take up to 24 hours to be deposited into your account. Kindly double-check that all information you input is correct.