Usually, it takes 2-4 weeks after you have submitted relevant documentation for our partner’s professional compliance team to perform the review and open the account. The speed of account opening depends on how quickly you can supply B4B Payments with requested due dilligence documentation and information.

Account opening with ZAP is remote. You will be able to get your dedicated VIBAN right after you pass the online onboarding. It can be done in 1 to 3 days after you’ve been approved by our partner’s compliance team.

Although access to our platform is available worldwide, only companies registered in the European Union, EEA, and the United Kingdom will be onboarded by B4B Payments (B4B Payments T&Cs and Risk Appetite limitations apply).

Our Partner providing financial services can accept a broad variety of different industries. If you are unsure whether we can refer you as a client to our Partner, please refer our partner’s risk appetitehttps://www.b4bpayments.com/prepaid/risk-appetite-statement/.

We take things like the type of business account and business needs into consideration when calculating your monthly/yearly platform fee. Fees regarding payment services are charged directly by the partners providing payment services. Contact a representative to hear about our pricing structure.

No, B4B Payments and the account solutions they offer are exclusively digital.

Relating to withdrawal from payment cards, there are options for withdrawing cash from physical cards in ATMs (unless restrictions apply), but depositing cash is not possible.

Yes - Add description, which currencies and fees associated

Yes changing of account can be made by mailing EMAIL ADDRESS
Changing STANDARD PARTNER NAME plan has these costs:

Switch up:
Switch from XXX to XXX = COST
Change from XXX to XXX = COST
Switch from XXX to XXX = COST

Change down:
Switch from XXX to XXX = COST
Change from XXX to XXX = COST
Switch from XXX to XXX = COST

Yes, as a business customer, you will receive unique account details that are provided by B4B Payments our partner.

It's important to note that all the account numbers and IBANs assigned to you are your own and unique.

Your unique account details ensure that you can manage your financial transactions efficiently and identify your transactions without confusion with other accounts.

Terms of the account usage is found here: https://www.b4bpayments.com/prepaid/terms-and-conditions/

To access your account information, simply log in to your account on the dashboard. Once you're logged in, you'll find two separate buttons: one for Account Details, where you can view your account information, and another for the Bank Letter, which provides access to the  bank letter. This allows you to easily manage and gain insights into your account details as needed.

All accounts at ZAP platform have xx-month minimum period for the Business Account service (if applicable).

All partners have contracts signed by the client using the account and the minimum period and the cancelation terms.

Please find the relevant cancelation policy here:
B4B Payments https://www.b4bpayments.com/prepaid/terms-and-conditions


ZAP offers a Digital software platform and services/support, but the above partner's are regulated Electronic Money institutions providing financial services.

If a client intends to terminate the relationship they should contact the payment service provider directly. ZAP can not offer termination of the account because such termination can be performed by the payment service provider only.

If your card is lost or stolen, please contact B4B Payments immediately using their free contact number +44 20 3475 5351 (Europe) or visit their website.

For cardholder support please see the contact details on the B4B Payments Cardholder Resources section: https://www.b4bpayments.com/prepaid/resources/

Please take note of the following information about customer service:

Due to the confidential nature of financial services, ZAP staff are not authorised to share any sensitive information over the phone. Our staff members do not have access to secure codes, account statements, balances, or any other confidential information.


If you require technical assistance, please submit your inquiries via your registered email with us. Please be aware that ZAP can only communicate with the owner or director of the company that holds an account on our financial management platform.

You can contact us at info@ourzap.com. Our technical department will assist with the following functions upon receipt of mail from a registered email address while ensuring that no confidential information is communicated back via email:

1. Change of email

2. Change of telephone

Please note that payment service-related inquiries must be directed to the payment service provider, while all other inquiries related to the use of the ZAP management platform should be directed to ZAP.

Response times may vary depending on the inquiry and may require additional information and confirmation from the customer and our partners such as B4B Payments.

However, we commit to responding or confirming receipt within 24 hours on weekdays and typically within one business day to address simple technical questions.

All complaints regarding the platform or customer support must be directed to info@ourzap.com

All complaints regarding the financial services must be directed to the Partner offering them.

ZAP can support customers only with complaints related to the digital platform, however, no payment services are offered by ZAp and therefore any complaints need to be addressed to the financial partner directly with whom the client has a contractual agreement.

In all cases of a complaint, clients are welcome to contact info@ourzap.com with questions on how best to complain. If the complaint is regarding the platform and software services provided by ZAP the complaint will be handled by ZAP, in all other cases ZAP will provide the correct way to make the complaint to the financial partners.

All contracts signed by the client will include the needed contact information and a way to contact the financial provider directly in case of a complaint.

For complaints regarding the services of “B4B Payments”: You can contact us via email at complaints@b4bpayments.com or by ordinary mail sent to B4B Payments' registered office address at 12-18 Grosvenor Gardens, London, SW1W 0DH, United Kingdom of Great Britain and Northern Ireland

What to Expect
- Acknowledgement of Receipt
Once your complaint is received, B4B Payments will send an acknowledgement within 5 business days.

Resolution Timeline
- B4B Payments aim to resolve your complaint within 15 business days.
- If the complaint is resolved you will receive a Final Response. The response will include a summary of B4B Payment's investigation findings, actions taken, and any offers of redress, if applicable.

Holding Response
- If additional time is required, a holding response will be sent within 15 business days to explain the delay and provide an estimated resolution timeline.

Final Response
- A final response will be provided within 35 business days for UAB B4B Payments Europe clients and within 8 weeks for Payment Card Solution clients of receiving your complaint.
- The response will include a summary of our investigation findings, actions taken, and any offers of redress, if applicable.

Escalation Options
If you are dissatisfied with B4B Payments' final response or if more than 8 weeks have passed without a resolution, you may escalate your complaint as follows:

For Payment Card Solutions services:

You can refer your complaint to the Financial Ombudsman Service (FOS) free of charge within 6 months of receiving our final response.
You can contact the Financial Ombudsman Service at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website:www.financial-ombudsman.org.uk

For UAB B4B Payments Europe services:
You can refer your complaint to the Bank of Lithuania free of charge within 1 year of receiving our final response.
Visit: Bank of Lithuania Dispute Resolution
You can submit documents electronically via the electronic consumer dispute resolution system. This ensures a smoother, more efficient and simpler application process.
If you don’t have the possibility to submit an application via electronic consumer dispute resolution system, you can submit a filled in and signed Consumer Application Form via email: prieziura@lb.lt or by registered mail to the Legal and Licensing Department of the Bank of Lithuania, Totorių g. 4, 01121 Vilnius, Lithuania."