FAQ
Service
I'm going to visit more than one country, can I exchange multiple currencies at the same time?
Yes. You can exchange multiple currencies at the same time unless it does not exceed the exchange limit.
How many days in advance do I need to apply for currency exchange before departure?
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.
What is the exchange limit?
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.
Can I re-exchange leftover foreign currency after the trip?
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 If you have E-MONEY in "My Wallet" that has not been withdrawn, you can apply for a refund.
After confirming my money transfer, when can I withdraw the foreign currency?
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.
Is my personal information safe?
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.
What payment method can I use for currency exchange?
You must pay with an account that has completed your real-name verification. (Credit card payment is not accepted)
Membership Registration
Why do I need to select a currency when applying for membership?
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.
Can foreigners apply for membership?
Yes.
Is there an age limit for membership?
Legal adults can use this service.
Real-name Authentication
Why do I need to upload my identity card/passport?
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.
Is there a way to sign up/use the service without identity verification?
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.
How long does it take for identity verification?
It takes about 1 to 2 hours during working hours on weekdays; up to 12 hours on weekends and holidays.
Types of identification cards that can be verified
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
How long does my passport have to be valid?
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.
[Hong Kong] List of acceptable documents as proof of address
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.
Bank Account Authentication
[Hong Kong] What do I need to submit for account verification?
You can use a bankbook, ATM card or monthly statement clearly containing the account name and account number for identity verification.
Why is the bank account real name verification necessary?
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.
Can I use the service without a bank account verficiation?
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.
Will the payment be deducted immediately after verifying the bank account?
No. Account verification is an authentication method for personal transactions. Cashmallow is not able to deduct the exchange amount from your account.
Can I change or delete my verified bank account?
Yes. You can change or delete your verified bank account through the customer service center.
Exchange Rate
How can I check the exchange rate?
You can check the real-time exchange rate on the foreign currency exchange page without logging in.
Handling Fee
Does Cashamllow charge for cash withdrawal?
No.
What exchange rates and exchange fees are applied for a refund?
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.
Currency Exchange
I'm going to visit more than one country, can I exchange multiple currencies at the same time?
Yes. You can exchange multiple currencies at the same time unless it does not exceed the exchange limit.
How many days in advance do I need to apply for currency exchange before departure?
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.
What is the exchange limit?
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.
Can I re-exchange leftover foreign currency after the trip?
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.
What payment method can I use for currency exchange?
You must pay with an account that has completed your real-name verification. (Credit card payment is not accepted)
Is it possible to request a refund of a completed exchange?
Yes. You can apply for a refund in "My Wallet", and the money will be refunded to your verified account.
[Hong Kong] How long does it take to confirm my transfer?
Time required to confirm your transfer
Business hours: 1 hour on average
Non-business hours: within 12 hours
[Hong Kong, Taiwan] How long do I have to transfer money after applying for currency exchange?
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.
[Hong Kong] Can I send money using an unregistered account?
No. You must transfer with an account that has completed your real-name verification.
[Hong Kong] I have overpaid the transfer amount
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.
[Hong Kong] I have transferred the amount but my exchange request has been canceled.
[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.
ATM Withdrawal
After confirming my money transfer, when can I withdraw the foreign currency?
After depositing foreign currency into "My Wallet", you can withdraw it immediately.
Who can I contact if I have problems with the withdrawal?
Please contact the Cashmallow customer service center.
Does Cashamllow charge for cash withdrawal?
No.
Can I make a partial withdrawal from exchanged money?
No, you can only withdraw the full amount.
Can I withdraw foreign currency in my own country/region?
No.
How to withdraw cash from ATM
[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
No ATM location found on my APP
[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
Store Withdrawal
After confirming my money transfer, when can I withdraw the foreign currency?
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.
Who can I contact if I have problems with the withdrawal?
Please contact the Cashmallow customer service center.
Does Cashamllow charge for cash withdrawal?
No.
Can I make a partial withdrawal from exchanged money?
No, you can only withdraw the full amount.
Can I withdraw foreign currency in my own country/region?
No.
No store location found on my APP
[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.
Refund
Is it possible to request a refund of a completed exchange?
Yes. You can apply for a refund in "My Wallet", and the money will be refunded to your verified account.
What exchange rates and exchange fees are applied for a refund?
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.
How do I request a refund?
Go to "My Wallet" and select "Refund". It will be refunded to your verified account after processing.
Can I get a partial refund of the payment?
No, you can only refund in full amount.