Question 1

I'm going to visit more than one country, can I exchange multiple currencies at the same time?"

Accepted Answer

Yes. You can exchange multiple currencies at the same time unless it does not exceed the exchange limit.

Question 2

How many days in advance do I need to apply for currency exchange before departure?

Accepted Answer

We recommend applying for currency exchange before departure, you can also exchange while traveling as well. Please check the withdrawal location in advance according to your travel route.

Question 3

What is the exchange limit?

Accepted Answer

Currency exchange limits will vary according to local and overseas laws. When applying for currency exchange, the limit will be displayed at the top of the page.

Question 4

Can I re-exchange leftover foreign currency after the trip?

Accepted Answer

We do not accept leftover foreign currency exchange. If you have E-MONEY in "My Wallet" that has not been withdrawn, you can apply for a refund.

Question 5

After confirming my money transfer, when can I withdraw the foreign currency?"

Accepted Answer

ATM withdrawal: After depositing foreign currency into "My Wallet", you can withdraw it immediately.

Store withdrawal: After depositing foreign currency into "My Wallet", you can apply for withdrawal. Depending on the business hours of the store, it may not be possible to withdraw it immediately. It is recommended that you confirm in advance before going.

Question 6

Is my personal information safe?

Accepted Answer

Cashmallow complies with the relevant laws and protects the personal data of members with encryption methods from hacking. You can refer to the "Personal Data Processing Policy" at the end of the page for more details.

Question 7

What payment method can I use for currency exchange?

Accepted Answer

You must pay with an account that has completed your real-name verification. (Credit card payment is not accepted)

Question 8

Why do I need to select a currency when applying for membership?

Accepted Answer

You can only use the selected currency to make payments, and Cashmallow will provide services in accordance with the relevant laws and regulations of the country/region where the currency belongs.

Question 9

Can foreigners apply for membership?

Accepted Answer

Yes.

Question 10

Is there an age limit for membership?

Accepted Answer

Legal adults can use this service.

Question 11

Why do I need to upload my identity card/passport?

Accepted Answer

You need to verify your identity in order to use your Cashmallow account. This policy is in line with a financial transaction related regulation commonly known as 'Know Your Customer’ (KYC) or 'Customer Due Diligence' (CDD), Cashmallow should verify the identity of its clients. It is for the safety of the service, and customer information is securely encrypted and stored.

Question 12

Is there a way to sign up/use the service without identity verification?

Accepted Answer

You need to verify your identity in order to use your Cashmallow account. This policy is in line with a financial transaction related regulation commonly known as 'Know Your Customer’ (KYC) or 'Customer Due Diligence' (CDD), Cashmallow should verify the identity of its clients. It is for the safety of the service, and customer information is securely encrypted and stored.

Question 13

How long does it take for identity verification?

Accepted Answer

It takes about 1 to 2 hours during working hours on weekdays; up to 12 hours on weekends and holidays.

Question 14

Types of identification cards that can be verified

Accepted Answer

Regarding to the currency you choose, the types of certificates that can be used for real-name authentication are different. Please refer to the following instructions.
KRW：Local - National Identity Card/Driver's License，Foreigner - Passport, Alien Registration Card
TWD：Local - National Identity Card, Foreigner - Alien Resident Certificate
HKD：Permanent resident - Hong Kong Permanent Identity Card, Non-permanent resident - Passport

Question 15

How long does my passport have to be valid?

Accepted Answer

Subject to the time of application, the passport can be used within the validity period. However, after the expiration date, you need to use a new passport for identity re-verification.

Question 16

[Hong Kong] List of acceptable documents as proof of address

Accepted Answer

1. Bills or invoices issued by utility companies (water, electricity, towngas or domestic piped liquefied petroleum gas (LPG) suppliers) within the last 6 months (Including e-statement)
2. Landline telephone, mobile phone, paid TV, Internet service bills issued within the last 6
months (Including e-statement)
3. Documents issued by government departments or the Judiciary within the last 6
months (Including e-advice)
4. Statement issued by a bank, a licensed corporation or an insurance company within the last 6 months (Including e-statement)
5. Letter from a Hong Kong nursing or residential home for the elderly or disabled issued within the last 6 months confirming the residence of you
6. Documents or bills issued by local universities or degree-awarding higher education institutions
7. Valid and "stamped" (for stamp duty) tenancy agreement (the tenancy must cover the date of application)
8. Current Hong Kong domestic helper employment contract stamped by an appropriate Consulate and a copy of your visa within validity date
9. Lawyer’s confirmation of property purchase, or legal document recognizing title to property
10. For non-Hong Kong residents, a valid government-issued photographic driving license or national identity card containing the current residential address

PS. *A post office box address is not acceptable as residential address.

Question 17

Why is the bank account real name verification necessary?

Accepted Answer

You need to verify your bank account in order to use your Cashmallow account. This policy is in line with a financial transaction related regulation commonly known as 'Know Your Customer’ (KYC) or 'Customer Due Diligence' (CDD), Cashmallow should verify the identity of its clients. It is for the safety of the service, and customer information is securely encrypted and stored.

Question 18

Can I use the service without a bank account verficiation?

Accepted Answer

You need to verify your bank account in order to use your Cashmallow account. This policy is in line with a financial transaction related regulation commonly known as 'Know Your Customer’ (KYC) or 'Customer Due Diligence' (CDD), Cashmallow should verify the identity of its clients. It is for the safety of the service, and customer information is securely encrypted and stored.

Question 19

Will the payment be deducted immediately after verifying the bank account?

Accepted Answer

No. Account verification is an authentication method for personal transactions. Cashmallow is not able to deduct the exchange amount from your account.

Question 20

Can I change or delete my verified bank account?

Accepted Answer

Yes. You can change or delete your verified bank account through the customer service center.

Question 21

[Hong Kong] What do I need to submit for account verification?

Accepted Answer

You can use a bankbook, ATM card or monthly statement clearly containing the account name and account number for identity verification.

Question 22

How can I check the exchange rate?

Accepted Answer

You can check the real-time exchange rate on the foreign currency exchange page without logging in.

Question 23

Does Cashamllow charge for cash withdrawal?

Accepted Answer

No.

Question 24

What exchange rates and exchange fees are applied for a refund?

Accepted Answer

Refund means to convert foreign currency back to home currency. The real-time exchange rates and handling fee will be charged the same as before.
**If the exchanged foreign currency is refunded back to HKD, a transfer fee of HKD 35 will be incurred.

Question 25

I'm going to visit more than one country, can I exchange multiple currencies at the same time?"

Accepted Answer

Yes. You can exchange multiple currencies at the same time unless it does not exceed the exchange limit.

Question 26

How many days in advance do I need to apply for currency exchange before departure?

Accepted Answer

We recommend applying for currency exchange before departure, you can also exchange while traveling as well. Please check the withdrawal location in advance according to your travel route.

Question 27

What is the exchange limit?

Accepted Answer

Currency exchange limits will vary according to local and overseas laws. When applying for currency exchange, the limit will be displayed at the top of the page.

Question 28

Can I re-exchange leftover foreign currency after the trip?

Accepted Answer

We do not accept leftover foreign currency exchange. If you have E-MONEY in "My Wallet" that has not been withdrawn, you can apply for a refund.

Question 29

What payment method can I use for currency exchange?

Accepted Answer

You must pay with an account that has completed your real-name verification. (Credit card payment is not accepted)

Question 30

Is it possible to request a refund of a completed exchange?

Accepted Answer

Yes. You can apply for a refund in "My Wallet", and the money will be refunded to your verified account.

Question 31

Can I apply for a refund after withdrawing a part of the exchange amount?

Accepted Answer

No, you cannot apply for a refund after partial withdrawal of the exchange amount. Please go to the ATM to complete the withdrawal.

Question 32

[Hong Kong] How long does it take to confirm my transfer?

Accepted Answer

Time required to confirm your transfer
Business hours: 1 hour on average
Non-business hours: within 12 hours

Question 33

[Hong Kong, Taiwan] How long do I have to transfer money after applying for currency exchange?"

Accepted Answer

After applying for currency exchange, you should transfer the exact amount and upload the receipt within 1 hour. Otherwise, your order will be canceled automatically.

Question 34

[Hong Kong] Can I send money using an unregistered account?

Accepted Answer

No. You must transfer with an account that has completed your real-name verification.

Question 35

[Hong Kong] I have overpaid the transfer amount

Accepted Answer

If you overpaid, you can contact the customer service center to request a refund of the difference to the account that has been verified, and an HKD35 handling fee will be charged.

Question 36

[Hong Kong] I have transferred the amount but my exchange request has been canceled.

Accepted Answer

[Reason for canceling currency exchange]
1. No receipt uploaded after money transfer
2. The transfer amount does not match with the applied amount
3. Use an un-verified account to transfer money (refund will be arranged)

Please contact the customer service center, we will help you process refunds and exchanges.

Question 37

Can I send money using an unregistered account?

Accepted Answer

No. You must transfer with an account that has completed your real-name verification.

Question 38

What payment method can I use for currency exchange?

Accepted Answer

You must pay with an account that has completed your real-name verification. (Credit card payment is not accepted)

Question 39

How long does it take to confirm my transfer?

Accepted Answer

Time required to confirm your transfer
Business hours: 1 hour on average
Non-business hours: within 12 hours

Question 40

I have overpaid the transfer amount

Accepted Answer

If you overpaid, you can contact the customer service center to request a refund of the difference to the account that has been verified, and an HKD35 handling fee will be charged.

Question 41

I have transferred the amount but my remittance request has been canceled.

Accepted Answer

[Reason for canceling remittance]
1. No receipt uploaded after money transfer
2. The transfer amount does not match with the applied amount
3. Use an un-verified account to transfer money (refund will be arranged)

Please contact the customer service center, we will help you process refunds and remittance.

Question 42

How long do I have to transfer money after applying for remittance?

Accepted Answer

After applying for remittance, you should transfer the exact amount and upload the receipt within 1 hour. Otherwise, your order will be canceled automatically.

Question 43

How long does it take to receive the money after remittance?

Accepted Answer

The remittance transaction will be completed within 2 working days.

Question 44

After confirming my money transfer, when can I withdraw the foreign currency?"

Accepted Answer

After depositing foreign currency into "My Wallet", you can withdraw it immediately.

Question 45

Who can I contact if I have problems with the withdrawal?

Accepted Answer

Please contact the Cashmallow customer service center.

Question 46

Does Cashamllow charge for cash withdrawal?

Accepted Answer

No.

Question 47

Can I make a partial withdrawal from exchanged money?

Accepted Answer

No, you can only withdraw the full amount.

Question 48

Can I withdraw foreign currency in my own country/region?

Accepted Answer

No.

Question 49

How to withdraw cash from ATM

Accepted Answer

[Withdrawal for Korean Won]
1. Confirm the ATM system in the upper left corner of the ATM main screen
2. NICE: Select "스마트(포인트) 출금"
HANNET: Select "포인트/스마트 출금”
효성 : Select "모바일/포인트 출금"
LOTTE : Select "포인트‧캐시 PAYCO‧L.POINT"
3. Select "COATM"
4. NICE/HANNET: (Skip to step 5)
효성: Select "다음화면"
LOTTE: Select "스마트 출금"
5. Enter your birthday (YYYYMMDD) then select "확인"
6. Enter one-time password then select "확인"
7. Collect the cash

Question 50

No ATM location found on my APP

Accepted Answer

[If you can't see the ATM list]
Please check if Cashmallow APP is allowed to use your location information.
* Android: Long press the APP icon ⓘ (inquiry) → permissions → allow location access
* iOS: Settings → Cashmallow → allow location access

Question 51

After confirming my money transfer, when can I withdraw the foreign currency?"

Accepted Answer

After depositing foreign currency into "My Wallet", you can apply for withdrawal. Depending on the business hours of the store, it may not be possible to withdraw it immediately. It is recommended that you confirm in advance before going.

Question 52

Who can I contact if I have problems with the withdrawal?

Accepted Answer

Please contact the Cashmallow customer service center.

Question 53

Does Cashamllow charge for cash withdrawal?

Accepted Answer

No.

Question 54

Can I make a partial withdrawal from exchanged money?

Accepted Answer

No, you can only withdraw the full amount.

Question 55

Can I withdraw foreign currency in my own country/region?

Accepted Answer

No.

Question 56

No store location found on my APP

Accepted Answer

[If you can't see any list]
Please check if Cashmallow APP is allowed to use your location information.
* Android: Long press the APP icon ⓘ (inquiry) → permissions → allow location access
* iOS: Settings → Cashmallow → allow location access

[If you can't see some lists]
The store’s business hours have ended or the withdrawal amount exceeds the store’s limit and the service cannot be provided.

Question 57

Is it possible to request a refund of a completed exchange?

Accepted Answer

Yes. You can apply for a refund in "My Wallet", and the money will be refunded to your verified account.

Question 58

What exchange rates and exchange fees are applied for a refund?

Accepted Answer

Refund means to convert foreign currency back to home currency. The real-time exchange rates and handling fee will be charged the same as before.
**If the exchanged foreign currency is refunded back to HKD, a transfer fee of HKD 35 will be incurred.

Question 59

How do I request a refund?

Accepted Answer

Go to "My Wallet" and select "Refund". It will be refunded to your verified account after processing.

Question 60

Can I get a partial refund of the payment?

Accepted Answer

No, you can only refund in full amount.

Question 61

Can I apply for a refund after withdrawing a part of the exchange amount?

Accepted Answer

No, you cannot apply for a refund after partial withdrawal of the exchange amount. Please go to the ATM to complete the withdrawal.