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If you can’t find the answer to your question on this page, send us a message through contact form.

1. Using NEO Wallet

NEO Wallet is a non-custodial wallet, meaning that only have control over it. That control is exerted through your secret phrase. If someone else gets your secret phrase, that person will be able to control your wallet and you will lose your funds with no way to recover them. Therefore, it is crucial to carefully respect the following safety practices:

  • Never share your secret phrase with anyone.
  • Never enter your secret phrase on a website or in a form.
  • Back up your secret phrase properly, read this blog post for more information.
  • Never connect your wallet to an untrusted website.
  • Always verify that the URL of the website is correct before connecting through WalletConnect.
  • Never connect your wallet to a link that someone sent you in private message.
  • If someone contacts you in private message on social media about your wallet, it is a scam. Block and report those persons.
  • Don’t trust, verify.

You can send to NEO  Wallet cryptocurrencies and tokens from any other wallet, service or exchange platform that allows you to withdraw funds to an external wallet address.

Here’s how to do it:

  1. Make sure that the crypto you want to send is on a network supported by NEO Wallet (see “Supported networks” below).
  2. In NEO Wallet, choose the network on which you want to send funds via the icon on the top left of the app.
  3. Go in the “Addresses” tab.
  4. Send funds to the address displayed in “My wallet address”.

Please note that once your crypto will be on NEO Wallet, you will need to be able to cover network costs if you want to withdraw them on your bank account, swap them or send them to another address.

Bridge Wallet currently supports the following networks:

Mainnet networksTestnet networks
Arbitrum 
Avalanche C-Chain 
BNB Chain (BEP-20) 
BitcoinBitcoin testnet
Ethereum (ERC-20)Ethereum testnet
Fantom 
Gnosis 
Optimism 
Polygon 
RSK 
TezosTezos testnet

Network costs are what the servers running a blockchain charge for processing transactions. That fee is not charged by us but by the blockchain itself, it is therefore out of our control. The network fee is charged in the blockchain’s native cryptocurrency:

BlockchainNative crypto
ArbitrumETH
AvalancheAVAX
BNB ChainBNB
BitcoinBTC
EthereumETH
FantomFTM
GnosisXDAI
OptimismETH
PolygonMATIC
RSKRBTC
TezosXTZ

If you have forgotten your Bridge Wallet password, are changing device or simply switching to another secret phrase, you will need to restore your wallet.

To do so, select “Access an existing wallet” after having created a new password. Choose the type of secret phrase that you would like to restore, then enter in order the words of your secret phrase.

If you already identified with us, to recover your profile simply go in Settings > My profile > Begin identification. Enter the same mobile phone number that you have used to identify, enter the SMS confirmation code, and that’s it! Your identification profile will automatically be retrieved.

When you change device, you simply need to download and install Bridge Wallet on your new device, then restore your wallet by selecting “Access an existing wallet” after having created a new password.

You will need your secret phrase to restore your wallet, so if not done yet (bad!) please make sure to back it up first from your old device by going in Settings > Backup secret phrase.

Once you have restored your wallet on your new device, make sure to clear your wallet from your old device! To do so, on your old device go in Settings > Clear data stored on device.

You can install Bridge Wallet on as many device as you want, and use your wallet on them. Your identification profile is linked to your mobile phone number, therefore all you have to do to use Bridge Wallet on multiple devices is to use the same secret phrase and mobile phone number on each one of them.

If you want to, you can even use different secret phrases on different devices, while using the same mobile phone number in order to use the same profile.

It can happen that assets that you have manually added in Bridge Wallet don’t show anymore. Don’t worry, your funds haven’t moved! To see them again, you simply need to re-add the tokens in question.

How to add a token?

If you scan the QR code of an address and get an “Invalid address” error message, you will need to manually paste the address instead of scanning the QR code. That error message appears when when the QR code you’re scanning includes more data than the address itself.

2. Identification

The types of proofs of address that we can accept are:

  • Utility bills: electricity, gas, water, waste, etc.
  • Internet bills
  • Landline phone bills (mobile phone not accepted)
  • Bank statements
  • Tax or non-tax certificates
  • Household insurance receipts (other types of insurances not accepted)
  • Rent bills or receipts

Property ownership certificatesPlease note that your proof of address must be less than 3 months

 

The types of ID documents that we can accept are:

  • National ID cards
  • Passports
  • Any other government-issued ID document that includes your photo

Before asking for a SMS verification code, make sure that you have the sufficient mobile phone network connection to receive it.

Don’t request multiple SMS verification codes in a row, you will be blocked by our SMS spam filter and won’t be able to receive it at all.

No, you can use NEO Trade without having to pass any form of identification.

The only features of NEO Trade requiring identification are:

  • Purchase of cryptocurrencies with fiat currencies (on-ramp)
  • Withdrawal of cryptocurrencies into fiat currencies (off-ramp)

NEO Trade processes all your identification data internally trough Mtpelerin, nothing is outsourced to third party providers. We are allowed to do so under our Swiss financial intermediary status. This status means that we apply the Swiss KYC/AML directives, and that the way we apply them is audited several times a year by an independant organization affiliated to FINMA, the Swiss financial market supervisory authority.

In Switzerland, the final validation of an identification must be performed by a human being and can therefore not be automated. We do our best to review and validate new identifications as fast as we can, but please note that it can take up to 48 hours.

You can see the status of your identification at any time by going in Bridge Wallet Settings > My profile.

The icon of each section tells you its status:

  •  – Validated
  •  – In review
  •  – Rejected (you will get an email explaining why and how to provide the right information)

If you need to update your information, your new residence address for instance, you can do so at any time in NEO Wallet in Settings > My profile.

In order to give you a way to verify the authenticity of the various emails that we send you when you use our service, they all have a signature.asc file in attachment.

You will find below the PGP public keys that we used to sign emails sent from operations@mtpelerin.com and compliance@mtpelerin.com. Import them into your PGP/GPG enabled email client to verify the authenticity of signed email from the site.

operations@mtpelerin.com:

—–BEGIN PGP PUBLIC KEY BLOCK—–

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
=Ds8y
—–END PGP PUBLIC KEY BLOCK—–

compliance@mtpelerin.com:

—–BEGIN PGP PUBLIC KEY BLOCK—–

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
=JrXb
—–END PGP PUBLIC KEY BLOCK—–

You can also find those keys on Mailvelope’s keyserver:

  • operations@mtpelerin.com key
  • compliance@mtpelerin.com key

3. Buying cryptos by bank transfer

You can use Bridge Wallet to buy and sell cryptocurrencies by bank transfer from anywhere in the world, except the following countries:

USA, China (residents only), Afghanistan, Belarus, Burundi, Central African Republic, Democratic Republic of the Congo, Guinea, Guinea-Bissau, Iran, Iraq, Lebanon, Libya, Mali, Myanmar, Nicaragua, North Korea, Somalia, Sudan, South Sudan, Syria, Venezuela, Yemen, Zimbabwe.

Our bank accounts are all located in Switzerland. The table below shows the time it usually takes for a bank transfer to reach us if you send it from:

CountryTime
Switzerland0-1 business day
Europe1-2 business days
Rest of the world1-5 business days

Business days: Monday to Friday.

Please note that bank transfer times is not an exact science and that not all banks process transfers at the same speed.

You receive an email + push notification as soon as we receive your bank transfer. If you haven’t received an email or push notification, it means that we haven’t received your transfer yet.

You receive a second email + push notification as soon as we transfer your crypto purchase to your wallet address. Please note that your purchase can take several minutes to appear in your wallet after having received that notification.

There is a minimum purchase of $50 to buy cryptocurrencies by bank transfer.

Accordion Content

The exchange rate applied is the best market rate we can obtain at the moment when we receive your bank transfer.

The exchange calculator on our website and in Bridge Wallet both show you the exchange rate that you would get right now, for your reference.

You will find our bank coordinates in Bridge Wallet by choosing an available asset, then Buy > Buy via bank transfer, then choosing your input currency and clicking the “Buy” button.

The bank coordinates that we provide for a given combination of fiat currency + crypto currency + receiving address don’t change, you can re-use them at will. You can also use them to setup standing orders / recurring buys.

When buying cryptocurrencies by bank transfer, you must include the reference provided in the app with your bank transfer. When making a bank transfer from your e-banking interface, you can enter that reference in the field provided for that purpose. It is usually called “Communication”, “Comments”, “Additional information” or “Reason for payment”.

Yes, you can use accounts from neo banks like Revolut, Wise, N26, etc., to buy cryptocurrencies with Bridge Wallet.

No, you cannot use a Paypal account to purchase cryptocurrencies with Bridge Wallet, as a bank transfer from a Paypal account won’t be labelled in your name.

Yes, you can purchase cryptocurrencies from a joint bank account as long as your are one of the owners of that account.

4. Selling cryptos by bank transfer

You can use Bridge Wallet to sell cryptocurrencies and withdraw them in fiat currency on a bank account anywhere in the world, except the following countries:

USA, China (residents only), Afghanistan, Belarus, Burundi, Central African Republic, Democratic Republic of the Congo, Guinea, Guinea-Bissau, Iran, Iraq, Lebanon, Libya, Mali, Myanmar, Nicaragua, North Korea, Somalia, Sudan, South Sudan, Syria, Venezuela, Yemen, Zimbabwe.

Our bank accounts are all located in Switzerland. The table below shows the time it usually takes for a bank transfer to reach us if you send it from:

CountryTime
Switzerland0-1 business day
Europe1-2 business days
Rest of the world1-5 business days

Business days: Monday to Friday.

Please note that bank transfer times is not an exact science and that not all banks process transfers at the same speed.

When withdrawing crypto funds through Bridge Wallet, you will receive an email + push notification to confirm that we have received your crypto funds, and another email + push notification when we have sent the bank transfer to your bank account.

Please note that we have no way of knowing when your funds reach your bank account, so you will have to check your bank account yourself and/or activate relevant notifications with your bank.

When selling cryptocurrencies for fiat through Bridge Wallet, the exchange rate applied is the best market rate we can obtain at the moment when we receive your crypto transaction.

If your withdrawal is urgent and you want it to go through as fast as possible, you can manually set the transaction (gas) price when on Bridge Wallet’s “Sell via bank transfer” screen in the “Advanced” section to the following values:

  • Bitcoin: one of the green values displayed on bitcoinfees.earn.com
  • Ethereum: the “high” value displayed on etherscan.io

There is a minimum amount of CHF 25 or equivalent to convert cryptocurrency in fiat and withdraw on your bank account.

There is no maximum amount of cryptocurrency that you can convert in fiat with Bridge Wallet. However, for larger amounts we may ask you extra documentation for your transfer before executing it.

Because Bridge Wallet is a non-custodial app, you fully own your cryptoassets and nobody else can access them, not even us. When you sell cryptocurrencies by bank transfer, you make a transfer to our own wallet, which we then convert in fiat currency and send to your bank account.

Therefore, you have to pay the network cost of making a transaction in order to send your funds to us. That network cost is paid to the servers running the blockchain in question, not to Mt Pelerin. They are therefore not in our control.

Those network costs are paid in the following cryptocurrencies:

NetworkGas currency
ArbitrumETH
AvalancheAVAX
BNB ChainBNB
BitcoinBTC
EthereumETH
FantomFTM
GnosisXDAI
OptimismETH
PolygonMATIC
RSKRBTC
TezosXTZ

Can't find what you're looking for?

Send us a message through NEO Wallet’s contact form or contact us by email.