# Custodial vs Non-custodial - FAQ search anything Holyheld ## What is a non-custodial service? In short, a non-custodial dApp (decentralized application) is an interface and a set of smart contracts that you can interact with through your non-custodial wallet. Holyheld is a non-custodial service. Let’s explore this concept a bit deeper. Holyheld is a non-custodial service. Holyheld is not a wallet app like, for example Metamask, but is a dApp you connect your wallet to. You connect either your existing wallet, or generate a new wallet. ## Difference between a Coinbase account and a Coinbase Wallet A Coinbase account is a custodial wallet. Therefore, Coinbase holds your crypto on your behalf and gives you access to your wallet. The Coinbase wallet app is a non-custodial wallet. It means that only you have access to it. There are many non-custodial wallets, and most of them are compatible with Holyheld. There are pros and cons for both, but one important note to keep in mind: - 👆 With a non-custodial wallet, your security depends only on you. You MUST keep your secret phrase and keys safe. It’s not a password that you can reset if compromised. It’s serious, so please keep the keys safe. - If you use your Coinbase account to hold most of your crypto, you may not have used dApps before. dApps can be accessed with a non-custodial wallet. ## How do dApps work? Think about dApps on a blockchain as you think about apps on your smartphone. Apps use your phone to interact with companies and services in the world. dApps use your crypto wallet to interact with protocols and services on the blockchain. A dApp is like a linking bridge between your wallet and a tool, service, or a smart contract running on-chain. ## What are the risks of non-custodial services? There are a few. Although smart contracts can only do what the code says, it isn’t always easy for us, non-techies, to spot the risks. So here are the key factors to look into: - Check contract addresses on-chain to see if the code is verified. If the code is not verified – it doesn’t automatically mean it is malicious, but it creates more room for that. Open and verified code increases the chance that someone may spot a bug or a problem. - Look at the “Write” contract tab, and check available methods. If you spot something weird (e.g., the name or input parameters) - raise questions. - Check contract activity. What other wallets have been interacting with the smart contract, and how heavy is it used. # Fees and Limits - FAQ search anything Holyheld ## Limits Your account limits are as following: | Daily | Monthly | Annually | | ----------------------------------- | ----------------- | --------------- | | Spending limit on the IBAN | | | | **N/A** | **N/A** | **N/A** | | Spending limit on the card | | | | **10,000 EUR** | **25,000 EUR** | **250,000 EUR** | | Spending limit for ATM transactions | | | | **1,000 EUR\*** | **5,000 EUR\*\*** | **60,000 EUR** | \* Per 24 hours. :br \*\* Per 30 days. | Per single transaction on the virtual card | | ------------------------------------------ | | Online transaction | | **5,000 EUR** | | PoS transaction | | **5,000 EUR** | ## Fees The full list of available fees can be found [here](https://holyheld.com/legal/fees). # Card availability - FAQ search anything Holyheld Holyheld is currently available to residents of 30 countries with more to come. Check if Holyheld is available in yours: ::prose-available-countries-list :: Please note, Holyheld is currently unable to onboard nationals from Afghanistan, Albania, Barbados, Burkina Faso, Burundi, Cambodia, Cayman Islands, Central African Republic, Congo, Cuba, Guinea, Haiti, Iran, Iraq, Jamaica, Jordan, Kosovo, Lebanon, Libya, Mali, Morocco, Mozambique, Myanmar, Nicaragua, Nigeria, North Korea, Pakistan, Panama, Philippines, Moldova, Senegal, Somalia, South Africa, South Sudan, Sudan, Syria, Tanzania, Trinidad and Tobago, Turkey, Uganda, United Arab Emirates, Vanuatu, Venezuela, Western Sahara, Yemen, and Zimbabwe. # Receiving a payment - FAQ search anything Holyheld You can receive SEPA transfers to your Holyheld account. To do so you'll need your bank account details. To get your bank account details: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on your Holyheld Card to open card menu 3. Click on ![](https://holyheld.com/images/content/icons/account_details.png){:height='20' :width='20' inline=""} “Account Details” 4. Confirm the security with the passcode, or biometrics 5. Copy your IBAN, bank code, and beneficiary bank information by clicking on them # View your Card Details - FAQ search anything Holyheld Here is how can check your Holyheld Card details: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on your Holyheld Card to open card menu 3. Click on ![](https://holyheld.com/images/content/icons/account_details.png){:height='20' :width='20' inline=""} “Account Details” 4. Confirm the security with the passcode, or biometrics 5. Copy your card information clicking on the corresponding field # Buy & Sell crypto - FAQ search anything Holyheld The buy and sell crypto feature allows you to top up your Holyheld Card straight from your self-custody wallet or vice versa on the desired network. ## To buy crypto to your wallet: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “ ![](https://holyheld.com/images/content/icons/plus.png){:height='20' :width='20' inline=""} ” on the main screen 3. Click on ![](https://holyheld.com/images/content/icons/buy_crypto.png){:height='20' :width='20' inline=""} “Buy crypto” 4. Choose the network and token you would like to purchase by clicking on the network icon in the search bar 5. Select the amount in EUR or in tokens 6. Choose the wallet you would like to receive your crypto 7. Review transaction details 8. Click “Purchase” 9. Confirm the transaction in your wallet ## To sell crypto: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “ ![](https://holyheld.com/images/content/icons/plus.png){:height='20' :width='20' inline=""} ” on the main screen 3. Click on ![](https://holyheld.com/images/content/icons/top_up.png){:height='20' :width='20' inline=""} “Sell crypto” 4. Choose the wallet you would like to sell your crypto from by tapping on the [insert wallet icon] 5. Choose the network and token you would like to use by clicking on the network icon in the search bar 6. Allow access for Holyheld to use the tokens you want to sell 7. Select the amount in EUR or in tokens 8. Review transaction details 9. Click “Sell” 10. Confirm the transaction in your wallet # Lost or stolen card - FAQ search anything Holyheld You can block and unblock your card at any time in the Holyheld app. If your card is **lost** or you suspect that it might have been compromised, please block the card immediately. To block your card: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click your your Holyheld Card on web app or in mobile app to open card menu 3. Toggle “Freeze card” 4. Issue a replacement [new virtual card](https://holyheld.com/faq/frequently-asked-questions/how-to-issue-a-new-virtual-card) in the app and talk to support about whether you want a replacement physical card. 5. Click on ![](https://holyheld.com/images/content/icons/support.png){:height='20' :width='20' inline=""} to contact our support if you have any other concerns. # Receive from a friend - FAQ search anything Holyheld Send a friend feature allows you to send crypto to a friend via the [**$holytag**](https://holyheld.com/faq/frequently-asked-questions/holytags), while they will receive money directly on their card. Receiving money from friends via $holytags is gasless and free. How to confirm or reject an incoming transaction via $holytag: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Go to transaction history by pressing on ![](https://holyheld.com/images/content/icons/clock.png){:height='20' :width='20' inline=""} icon in the navigation bar 3. Find an incoming transaction request in the pending transactions section 4. Click on the transaction to open details 5. Confirm the details of the incoming transfer 6. Click on “Confirm” or "Reject" 7. Confirm the transaction in your wallet # Bank transfer - FAQ search anything Holyheld With your personal IBAN, you can send and [**receive**](https://holyheld.com/faq/hot-topics/receiving-a-payment) SEPA transfers. SEPA transfers are in EUR, and supported by almost all financial institutions in the EEA area. Outgoing SEPA transfers are using SEPA Instant and are typically complete within minutes. However, please note that in some cases it may take longer to process the transfer. To send a SEPA transfer: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “ ![](https://holyheld.com/images/content/icons/plus.png){:height='20' :width='20' inline=""} ” 3. Click on ![](https://holyheld.com/images/content/icons/bank_transfer.png){:height='20' :width='20' inline=""} “Bank transfer” 4. Choose a beneficiary for the transfer. If it is a new beneficiary 5. Select the type of the recipient “Business” or “Individual” to create a new beneficiary 6. Enter and confirm new beneficiary details You can use either an existing ![](https://holyheld.com/images/content/icons/account_balance.png){:height='20' :width='20' inline=""} account balance or use tokens directly ## Use an existing balance 7. Select ![](https://holyheld.com/images/content/icons/account_balance.png){:height='20' :width='20' inline=""} "Account balance" 8. Enter the transfer amount 9. Allow access for Holyheld to use the tokens for the Bank transfer 10. Enter bank transfer reference (it is an optional message that is sent along with the transfer) 11. Review transfer details 12. Confirm the transfer with the passcode or biometrics ## Use tokens directly 7. If you want to use tokens directly, choose a token and a network and wallet 8. Enter the transfer amount 9. Allow access for Holyheld to use the tokens for the Bank transfer 10. Enter bank transfer reference (it is an optional message that is sent along with the transfer) 11. Review transfer details 12. Confirm the transfer with the passcode or biometrics # Send to a friend - FAQ search anything Holyheld Send a friend feature allows you to send crypto to a friend via the [**$holytag**](https://holyheld.com/faq/frequently-asked-questions/holytags), while they will receive money on their card. To send money to a friend via $holytag: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “ ![](https://holyheld.com/images/content/icons/plus.png){:height='20' :width='20' inline=""} ” 3. Click on ![](https://holyheld.com/images/content/icons/send_to_holytag.png){:height='20' :width='20' inline=""} “Send to $holytag” 4. Choose an existing friend from the history or enter the $holytag of a recipient in the search bar 5. Choose the token and network you would like to use 6. Select the amount you would like to send 7. Allow access for Holyheld to use the tokens for the Send a friend 8. Review transaction details 9. Click “Send to a friend” 10. Confirm the transaction in your wallet # Starknet X Holyheld Collaboration - FAQ search anything Holyheld ## What is the Starknet X Holyheld Collaboration? The Starknet X Holyheld Collaboration is a new program offering additional cashback rewards to Holyheld users on the Starknet network, sponsored by Starknet. Eligible users can earn cashback in STRK ![](https://holyheld.com/images/content/icons/starknet.png){:height='20' :width='20' inline=""} tokens for specific actions taken with their Holyheld card and services. Holyheld ensures no abuse of the offer through eligibility checks and verification processes. ## How does the cashback work? Cashback is earned on eligible actions and credited automatically in the following month after verification. Users must then manually claim the cashback on the Starknet network. Eligible actions include: - Ordering a Holyheld card - Spending on the Holyheld card - Fees charged by Holyheld for using its services The maximum cashback per month is 150 USD equivalent of STRK ![](https://holyheld.com/images/content/icons/starknet.png){:height='20' :width='20' inline=""} tokens at the time of crediting (not at the time of the eligible action). Specific rates are tied to fee types and card tiers, with details governed by Holyheld's standard cashback terms. For full details on rates and eligibility, refer to the [Cashback Rewards legal terms](https://holyheld.com/legal/cashback-rewards). The offer can be withdrawn at any time by Holyheld or Starknet. ## Eligibility for Cashback Eligibility follows the same terms as Holyheld's regular cashback program. Users must meet standard requirements, such as having a verified account and performing genuine actions without abuse. Review the full eligibility criteria in the [Cashback Rewards legal terms](https://holyheld.com/legal/cashback-rewards) and [Terms and Conditions](https://holyheld.com/legal/terms-and-conditions). ## Setting Up Your Starknet Wallet To participate, you'll need a solely owned non-custodial Starknet wallet connected to Holyheld. If you don't have a Starknet wallet yet: 1. Follow the guide on [How to set up a non-custodial wallet](https://holyheld.com/faq/getting-started-in-crypto/how-to-set-up-a-non-custodial-wallet). 2. Ensure your wallet supports Starknet (check [Supported Wallets](https://holyheld.com/faq/frequently-asked-questions/supported-wallets) for compatibility). 3. Connect your wallet to the Holyheld app or web platform as prompted. Once set up, you can manually claim your credited cashback to this wallet. ## How to Claim the Cashback 1. Perform eligible actions using Holyheld on the Starknet network. 2. At the end of the month, Holyheld will automatically verify your activity and credit the STRK ![](https://holyheld.com/images/content/icons/starknet.png){:height='20' :width='20' inline=""} tokens (if eligible). 3. In the following month, log in to the Holyheld app or web platform. 4. Navigate to the rewards or cashback section. 5. Manually initiate the claim on the Starknet network, confirming the transaction in your wallet. Claiming is only available on the Starknet network to your solely owned wallet. ## Potential Risks and Important Notes - **Token Volatility:** STRK ![](https://holyheld.com/images/content/icons/starknet.png){:height='20' :width='20' inline=""} tokens are subject to market fluctuations. The value of your cashback may vary significantly from the EUR equivalent at crediting time. - **Offer Discretion:** Starknet or Holyheld may withdraw or modify the offer at any time without prior notification, at their sole discretion. - **Governing Terms:** This collaboration is subject to Holyheld's regular cashback terms. For comprehensive legal details, please refer to the [Cashback Rewards](https://holyheld.com/legal/cashback-rewards) and [Terms and Conditions](https://holyheld.com/legal/terms-and-conditions). Holyheld monitors for abuse to protect the program's integrity. Always use services responsibly. # How to Signup and Login - FAQ search anything Holyheld Holyheld allows you to signup both, an existing wallet, and create a [new one](https://holyheld.com/faq/frequently-asked-questions/create-new-wallet). You can read more about the [supported wallets](https://holyheld.com/faq/frequently-asked-questions/supported-wallets). Please note once you start your registration, you will not be able to change your wallet address for security reasons. Only after your account becomes active, you will be able to [add additional wallets](https://holyheld.com/faq/frequently-asked-questions/how-to-add-and-remove-wallets) to your account. ## How to signup to Holyheld? 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “Sign In” 3. Enter your Email and the confirmation code send to your Email 4. Create a [passcode](https://holyheld.com/faq/frequently-asked-questions/change-passcode) 5. Confirm the passcode 6. Go through our identification process 7. Either connect your existing wallet or create a [new one](https://holyheld.com/faq/frequently-asked-questions/create-new-wallet) 8. Pay for the card from your prefered network to activate your account ## How to Login to Holyheld? 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “Sign In” 3. Enter your Email and the confirmation code send to your Email 4. Enter your [passcode](https://holyheld.com/faq/frequently-asked-questions/change-passcode) 5. You are loged in! ## What if the wallet I want to use is not on the list? ### For iOS The wallet list is limited, and if the wallet you want to connect is not on the list, it means that it is not support by Holyheld due to security requirements, or technical requirements. However, if you really want your favorite wallet that is not on the list to be supported, please message us in the app support. ### For Android 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “Connect Wallet” 3. Scroll all the way down to the option "Other wallets" 4. Click on it, and it will open a general connect menu in your Android device 5. If the wallet you select is compatible, it will connect Please note, if the wallet is not on the list, there may be bugs, or certain features may not be fully supported. # Create new wallet - FAQ search anything Holyheld If you are just getting started, and don't have a wallet - it is not a problem. You can create a new wallet in Holyheld. Please note, that Holyheld does not own, have access, or can help recover keys to your new wallet. Please make sure to write it down securely. Don’t share it with anyone. To create new wallet: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “Sign in” 3. Select the option to create a Passkey for the ![](https://holyheld.com/images/content/icons/new_wallet.png){:height='20' :width='20' inline=""} new wallet 4. Confirm the Terms & Conditions 5. Once your new wallet is created, customize it by giving it a name, and assigning a color. 6. View your recovery phrase 7. Make sure to securely write it down in a safe place. You will not see it anywhere after this screen, and Holyheld does not have access, neither it can help recover if you ever lose the recovery phrase. 8. Confirm the Passkey creation # Passkey - FAQ search anything Holyheld You can create a Passkey for Holyheld using an external wallet you already own or you can create a new wallet. Passkey allows you to sign transactions in Holyheld securely with your device biometrics. To create a Passkey for an existing external wallet you will need either a Private Key, or a Recovery Phrase. Either can be found in the wallet app you want to add from. ## Create Passkey for existing external wallet You can create a Passkey for Holyheld using an external wallet you already own. To create one, you will need to enter either a Private Key or a Recovery Phrase. Either can be found in the wallet app you want to add from. 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “Sign in” 3. Select the option to create a Passkey for the ![](https://holyheld.com/images/content/icons/existing_wallet.png){:height='20' :width='20' inline=""} existing wallet 4. There will be two options via a ![](https://holyheld.com/images/content/icons/recovery_phrase.png){:height='20' :width='20' inline=""} "Recovery phrase" or a ![](https://holyheld.com/images/content/icons/private_key.png){:height='20' :width='20' inline=""} "Private key" 5. A "Recovery phrase" is a phrase that consists of 12 words. Please note, there can be multiple wallets under the same recovery phrase, and that is okay, you can select a specific wallet during the flow. 6. A "Private key" is a long string of digits and letters dedicated for a specific wallet. 7. Once you choose the option you prefer you will need to enter it. 8. Once confirmed, you will see the wallet address you can add to Passkey 9. Confirm the Passkey creation 10. Create a [passcode](https://holyheld.com/faq/frequently-asked-questions/change-passcode) 11. Confirm the passcode ## Create Passkey for new wallet By creating [new wallet](https://holyheld.com/faq/frequently-asked-questions/create-new-wallet), you automatically create a Passkey for it. There is no extra action required here. ## Troubleshooting In case there is an issue with any of your passkeys, for example after an update or you accidentally deleted the app - you can attempt to restore the passkey by doing the following steps: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Tap on your wallet on the main screen 3. Click on the ![](https://holyheld.com/images/content/icons/more.png){:height='20' :width='20' inline=""} next to the wallet you would like to restore your passkey 4. Click "Restore Passkey" # Change passcode - FAQ search anything Holyheld A passcode is a 4-digit code that helps keep your account secure. You will use it to authenticate into the application, or any time viewing sensitive data. You can change your passcode at any time. To change your passcode: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Go to ![](https://holyheld.com/images/content/icons/settings.png){:height='20' :width='20' inline=""} Settings 3. Click on ![](https://holyheld.com/images/content/icons/privacy.png){:height='20' :width='20' inline=""} “Privacy” 4. Click on ![](https://holyheld.com/images/content/icons/change_passcode.png){:height='20' :width='20' inline=""} “Change passcode” 5. Enter your current passcode 6. Enter new passcode 7. Confirm new passcode ## Forgot your passcode? If you forgot your passcode, or locked yourself out by entering an incorrect passcode - no worries. You can always reset your passcode. How to reset your passcode: ### I have an active account 1. Once locked out of your account, you will see two options "Support" and "Reset code" 2. Click on "Reset code" 3. An email with one-time password will be sent to your registered email address 4. Enter the security code from your email 5. Create new passcode 6. Confirm the passcode If you are experiencing issues with the one-time code from email, you can click on "Support" to reach out to our support team in the chat. ### I started onboarding, but still don't have an active account 1. Once locked out of your account, you will see two options "Support" and "Reset code" 2. Click on "Reset code" 3. You will be prompted with the signature in your connected wallet 4. Confirm the signature request 5. Create new passcode 6. Confirm the passcode If you are experiencing issues with confirming the signature request in your wallet, you can click on "Support" to reach out to our support team in the chat. # Static Password - FAQ search anything Holyheld A static password is required for online purchases, during the checkout. It serves as an additional security measure. You will need to set it, before you can make purchases online. ## Where is it asked? When you make purchases within the EU, merchants are required to have SCA (Strong Customer Authentication) and you will be asked to enter your static password. ![](https://holyheld.com/images/content/static-password.png){:height='591' :width='295'} ## Can I change it? Yes, you can always change your static password. Static password must meet the following criteria: - Have minimum 8 characters - Have Maximum 30 characters - Must contain at least 1 number - Must contain at least 1 lower case letter - Must contain 1 upper case letter - Must not include more than 3 consecutive repeatable characters - Must not contain special characters ## How to change static password? 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on your Holyheld Card to open card menu 3. Click on ![](https://holyheld.com/images/content/icons/static_password.png){:height='20' :width='20' inline=""} “Static Password” 4. Enter the new static password that fits the security requirements 5. Save it # Supported Wallets - FAQ search anything Holyheld Holyheld is not a wallet, instead you can connect your pre-existing non-custodial wallet. There are many non-custodial wallets that exist right now with many more to come. Holyheld is not affiliated with any of them, but supports the following wallets: ::prose-supported-wallets-list :: If you do not see your favorite wallet on the list, please reach out to your support in the in-app chat, so that our team can check if it can be added. # Supported Networks - FAQ search anything Holyheld Holyheld is omnichain. The list of supported blockchain networks is constantly updated and expanded. Here are the networks you can use: ::prose-supported-networks-list :: Upcoming networks: ::prose-upcoming-networks-list :: # $holytag - FAQ search anything Holyheld ## What is a $holyheld tag? It is a secure identifier that allows your friends, family, as well as smart contracts, and favorite protocols to send money, and for you to accept it on the debit card without exposing your wallet address or personal details. ## How exactly does it work? By signing a tag with your wallet, you create a one-way connection. Your wallet, and your Holyheld account become attached to the tag, allowing you to share it without exposing your personal details. We use zk-technology to securely create the hash. When your friends send you money, the smart contracts recognise the account connected to the specified tag, allowing you to accept or decline incoming transaction. ## How much does it cost? It’s free. It costs zero, zilch, zip, nil, nought, nothing. In order to create a tag, all you need is to choose the desired available tag, and sign it with your self-custody wallet. ## How to create a $holytag? It is very easy to do, and you can always change your $holytag later. To create a $holytag: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Go to ![](https://holyheld.com/images/content/icons/settings.png){:height='20' :width='20' inline=""} Settings 3. Click on ![](https://holyheld.com/images/content/icons/holytag.png){:height='20' :width='20' inline=""} "Holytag" 4. Choose the holytag you’d like to reserve 5. Click on “Get the $holytag” 6. Confirm with the signature in your wallet ## How to update a $holytag? If you decided to change your $holytag, you can do so at any time. To change a $holytag: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Go to ![](https://holyheld.com/images/content/icons/settings.png){:height='20' :width='20' inline=""} Settings 3. Click on ![](https://holyheld.com/images/content/icons/holytag.png){:height='20' :width='20' inline=""} "Holytag" 4. Enter new updated $holytag 5. Click on Update the $holytag” 6. Confirm with the signature in your wallet ## Can I use bad words in my tag? No, please don’t. If you’ll use inappropriate, offensive, or copyright infringed words, it will be taken down. ## What are the benefits for owning a tag? Well, first of all, you get to keep the name you finally want. Also, tags open up all onchain composability, and allow your favorite crypto protocols to easily work with Holyheld. Tags also allow you to invite your friends to Holyheld via your personal referral link, and get rewards when they order the card. # Using your card abroad - FAQ search anything Holyheld If you are currently abroad, you can continue using your Holyheld card wherever Mastercard is accepted. However, please keep in mind important information: - Domestic transactions are ones that occur in the EU Member States, Iceland, Liechtenstein and Norway. International transactions (or abroad) are transactions made in other countries and territories other than the EU Member States, Iceland, Lichtenstein and Norway. - There is an additional charge for withdrawing your money in ATM in the foreign currency. For more information, please visit [Holyheld fees](https://holyheld.com/legal/fees). - If you are abroad, your first 100 transactions in the current month are free. However, starting with the 101st transaction, there is an additional fee. For more information, please visit [Holyheld fees](https://holyheld.com/legal/fees). # My SEPA payment is missing - FAQ search anything Holyheld If you are waiting for an incoming SEPA payment, if the sending bank supports SEPA instant, the payment will arrive within minutes. If the sending bank does not support SEPA instant, the payment will arrive in your account in 1-3 business days. If you have made an outgoing SEPA payment, the payment will arrive within minutes. However, in some cases, the processing time may take longer. Please note, we unfortunately do not have the ability of pulling your payment back once it has been sent. If after 3 business days your deposit has not arrived, please reach out to the customer support in [the chat](https://app.holyheld.com/){rel=""nofollow""}, and provide details about your transaction. Our friendly support is here to help. The easiest way to report an issue with the outgoing SEPA transfer, is to: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Go to transaction history by pressing on ![](https://holyheld.com/images/content/icons/clock.png){:height='20' :width='20' inline=""} icon in the navigation bar 3. Find an the outgoing SEPA transfer on the list 4. Click on the transaction to open details 5. Click on "![](https://holyheld.com/images/content/icons/more.png){:height='20' :width='20' inline=""}" to open the menu 6. Click on "![](https://holyheld.com/images/content/icons/support.png){:height='20' :width='20' inline=""}" “Report an issue" 7. You will be transferred to the support chat 8. Provide additional details if needed, and send the message The easiest way to report an issue with the incoming SEPA transfer, is to: 1. Reach out to the customer support in [the chat](https://app.holyheld.com/){rel=""nofollow""} 2. Provide details, and supporting documentation about the missing transfer # How to add card to Apple Pay - FAQ search anything Holyheld You can use your Holyheld card in Apple Pay across your Apple devices. To import your card to Apple Pay: 1. Go to ![](https://holyheld.com/images/content/icons/wallet-ios.png){:height='20' :width='20' inline=""} Wallet app on your device 2. Click “+” at the top right corner 3. You will see a list of banking providers 4. Click “Enter card details manually” at the bottom of the page 5. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 6. Click on your Holyheld Card to open card menu 7. Click on ![](https://holyheld.com/images/content/icons/account_details.png){:height='20' :width='20' inline=""} “Account Details” 8. Confirm the security with the passcode, or biometrics 9. Copy your card information clicking on the corresponding field 10. Paste card information in ![](https://holyheld.com/images/content/icons/wallet-ios.png){:height='20' :width='20' inline=""} Wallet app 11. Read and accept Terms and Conditions 12. Validate your card with the security code via SMS 13. Your card is now activated If you experience any issues adding your card to Apple Pay, please reach out to the customer support in [the chat](https://app.holyheld.com/){rel=""nofollow""}, and our support will help you tokenize your card. To help you with the manual tokenization, our support will need the following information from you: 1. Go to ![](https://holyheld.com/images/content/icons/wallet-ios.png){:height='20' :width='20' inline=""} Wallet app on your device 2. Click on the Holyheld card 3. Click on ![](https://holyheld.com/images/content/icons/info.png){:height='20' :width='20' inline=""} button at the top right corner 4. Go to "Card information and details" 5. In the "Apple Pay" field you will see four digits. This is your "Apple Pay" ID 6. Share it with the support to get help with manual tokenization # How to add card to G-Pay - FAQ search anything Holyheld You can use your Holyheld card in Google Pay across your Android devices. To import your card: 1. Go to ![](https://holyheld.com/images/content/icons/wallet-android.png){:height='20' :width='20' inline=""} Wallet app on your device 2. Click “+ Add to Wallet” at the bottom right corner 3. Select “Payment Card” 4. Click “+ New credit or debit card” 5. Click “Enter card details manually” at the bottom 6. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 7. Click on your Holyheld Card to open card menu 8. Click on ![](https://holyheld.com/images/content/icons/account_details.png){:height='20' :width='20' inline=""} “Account Details” 9. Confirm the security with the passcode, or biometrics 10. Copy your card information clicking on the corresponding field 11. Paste card information in ![](https://holyheld.com/images/content/icons/wallet-android.png){:height='20' :width='20' inline=""} Wallet app 12. Read and accept Terms and Conditions 13. Validate your card with the security code via SMS 14. Your card is now activated If you experience any issues adding your card to G-Pay, please reach out to the customer support in [the chat](https://app.holyheld.com/){rel=""nofollow""}, and our support will help you tokenize your card. To help you with the manual tokenization, our support will need the following information from you: 1. Android Operational system information 2. Device brand and model 3. Device ID All of the above details can be found in the Android device settings. # How to add and remove wallets to account - FAQ search anything Holyheld You can add and remove self-custody wallets that you solely own and manage into your Holyheld account. To add an additional wallet: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Tap on your wallet on the main screen 3. Click on ![](https://holyheld.com/images/content/icons/plus-light.png){:height='20' :width='20' inline=""} "Add new wallet" 4. Choose to either create a [new one](https://holyheld.com/faq/frequently-asked-questions/create-new-wallet) and follow the steps or use the option to add an existing wallet 5. If adding an existing wallet aste the new wallet address you would like to add 6. Click on "Add wallet" 7. A confirmation request will show up in your current wallet 8. Sign the request with your wallet 9. An email with a one-time code will be sent to your registered email 10. Enter the code and confirm it 11. Your new wallet will is added to your account To remove a wallet: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Tap on your wallet on the main screen 3. Click on the ![](https://holyheld.com/images/content/icons/more.png){:height='20' :width='20' inline=""} next to the wallet you would like to remove 4. Click "Remove wallet" and "Confirm" Please note, removing a wallet triggers a security cooldown of 24 hours. It means that any change will happen only after the cooldown. # How to Logout - FAQ search anything Holyheld Holyheld is not a wallet, instead, it works with your self-custody wallet. You can read more about the [supported wallets](https://holyheld.com/faq/frequently-asked-questions/supported-wallets). To Logout from your acount: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “![](https://holyheld.com/images/content/icons/settings.png){:height='20' :width='20' inline=""}” to get to Settings 3. At the bottom of your settings click on the red button “Log out” 4. Confirm the action, and you will be logged out of your account # How to invite friends - FAQ search anything Holyheld If your friends join through your referral link, both you and them will receive rewards. To get your referral link: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on “![](https://holyheld.com/images/content/icons/settings.png){:height='20' :width='20' inline=""}” to get to Settings 3. Click on “![](https://holyheld.com/images/content/icons/friends.png){:height='20' :width='20' inline=""}” “Friends” 4. Tap on “ ![](https://holyheld.com/images/content/icons/plus-light.png){:height='20' :width='20' inline=""} ” to copy your personal referral link 5. Share the link with your friends ## If your friend is using Web app Once you share the link with them, they can proceed with the registration of the account. The reward will be automatically credited. ## If your friend is using Mobile app During the onboarding, your friend will be asked if they have been invited by someone. They need to enter your current $holytag for an invite reward to be credited. ## If my friend forgot to enter my $holytag No worries. Please ask your friend to reach out to our support in the in-app chat, and our team will help to correct that. # Transaction statement - FAQ search anything Holyheld If you need to download or present a PDF statement for any transaction, you can download one in the app ## On the web app 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld web app 2. Go to transaction history by pressing on ![](https://holyheld.com/images/content/icons/clock.png){:height='20' :width='20' inline=""} icon in the navigation bar 3. Find the transaction you want to get the statement for 4. Click on the transaction to open details 5. Click on ![](https://holyheld.com/images/content/icons/info.png){:height='20' :width='20' inline=""} "Need help?" to open the menu 6. Click on ![](https://holyheld.com/images/content/icons/statement.png){:height='20' :width='20' inline=""} “Download statement" 7. a PDF statement will open on your device ## On the mobile app 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld mobile app 2. Go to transaction history by pressing on ![](https://holyheld.com/images/content/icons/clock.png){:height='20' :width='20' inline=""} icon in the navigation bar 3. Find the transaction you want to get the statement for 4. Click on the transaction to open details 5. Click on ![](https://holyheld.com/images/content/icons/more.png){:height='20' :width='20' inline=""} to open the menu 6. Click on ![](https://holyheld.com/images/content/icons/statement.png){:height='20' :width='20' inline=""} “Download statement" 7. a PDF statement will open on your device # Physical card order - FAQ search anything Holyheld The physical card order and delivery process is straightforward and can be initiated through the Holyheld app. Here's how it works: 1. **Order Card via Pop Up**: - When you're eligible for a physical card, you'll see a pop-up notification in the app - Click on the pop-up to start the ordering process > 🔔 When confirming your address check all information is there, including postal code. If something is missing or there is a typo, let us know in the support chat. The card can only be delivered to your registered address. If you need to change your registered address you will need to do so with a new proof of address document. 2. **Missed the Pop Up?**: - If you accidentally closed the pop-up, don't worry, simply reach out to our support team, and they'll help you order your card ## Delivery Timeline - The physical card typically arrives within approximately 2 weeks - You can track your card's delivery status directly in the app and tracking code will be provided to you through the app interface ## Need Help? If you have any questions about your card delivery or need assistance, please don't hesitate to contact our support team. We're here to help ensure you receive your card smoothly and on time. # How to issue a new virtual card - FAQ search anything Holyheld You may need to issue a new virtual card for various reasons, such as when your current card expires or if your card details have been compromised. Here's how to do it: ## When to Issue a New Card You should consider issuing a new virtual card in the following situations: - Your current card has expired - Your card details have been compromised or leaked - You want to replace your existing card for security reasons ## How to Issue a New Card 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on your Holyheld Card to open card menu 3. Click on ![](https://holyheld.com/images/content/icons/issue_new_card.png){:height='20' :width='20' inline=""} "Issue new card" 4. Follow the steps to complete the process ## Important Notes - Issuing a new card will deactivate your current virtual card - The new card will be available immediately after issuance - Make sure to update any recurring payments or subscriptions with your new card details ## Need Assistance? If you encounter any issues while issuing a new card or have questions about the process, please contact our support team for assistance. # How to download an account statement as PDF or CSV - FAQ search anything Holyheld You can easily download your account statements in either PDF or CSV format through the Holyheld app. ## Export Your Account Statement 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on your Holyheld Card to open card menu 3. Click on ![](https://holyheld.com/images/content/icons/export_history.png){:height='20' :width='20' inline=""} "Export History" 4. Choose your preferred format: - PDF format for a printable document - CSV format for accounting purposes 5. Select the time period for your statement 6. Click "Generate" 7. Save the file to your device ## Need Help? If you encounter any issues while downloading your statement or have questions about the available formats, please contact our support team for assistance. # How to change or update your account details - FAQ search anything Holyheld To update your account details such as your address, email, or phone number, you'll need to contact our support team. Here's the process: 1. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 2. Click on ![](https://holyheld.com/images/content/icons/more.png){:height='20' :width='20' inline=""} to open the menu 3. Click on ![](https://holyheld.com/images/content/icons/support.png){:height='20' :width='20' inline=""} "Support" to contact our team 4. Our team will send you a secure link to update your details 5. Follow the link to access the update form 6. Submit your new information ## What Can Be Updated You can update the following information: - Physical address - Email address - Phone number - Other personal information For your security: - All updates require verification - You may need to provide additional documentation - Changes will be reviewed by our team before being applied ## Need Assistance? If you need help updating your account details or have questions about the process, please don't hesitate to contact our support team. We're here to help ensure your information is kept up to date securely. # How to resolve dormant fees - FAQ search anything Holyheld Dormant fees are applied when your card or IBAN haven't been used for an extended period. Here's everything you need to know about dormant fees and how to resolve them: ## Understanding Dormant Fees Dormant fees are outlined in the app and on our [website](https://holyheld.com/faq/hot-topics/fees-and-limits){rel=""nofollow""}. These fees are applied when: - Your card hasn't been used for 4+ months - Your IBAN hasn't been used for 5+ months ## Preventing Dormant Status To prevent your account from going dormant, you can: - Send or receive a SEPA transfer - Buy crypto from inside the Holyheld app Each transaction resets the "timer" and prevents dormant status. ## Resolving Dormant Fees 1. When your account becomes dormant, you'll see a pop-up notification 2. Click the "Pay" button to settle the fee from your balance 3. If you don't have sufficient funds, you'll need to top up first 4. After payment, you'll see a confirmation that your account is being reactivated Reactivation is a manual process and typically resolved the same or next working day during normal banking hours. ## Need Help? If you encounter any issues with dormant fees or reactivation, please contact our support team for assistance. We're here to help resolve any concerns you may have. # My top up is missing or pending - FAQ search anything Holyheld If your top-up is taking longer than expected or appears to be missing, here's what you need to know: ## Normal Processing Time - Top-ups typically process within minutes - If your top-up is taking longer than usual, there might be a temporary delay ## What to Do 1. **Check Transaction Status**: - Look for any error messages in the app - Verify the transaction status in your wallet 2. **Contact Support**: - If the delay persists or you see an error, please contact our support team - We'll help investigate the issue and ensure your funds are properly credited 3. Go to ![](https://holyheld.com/images/content/icons/logo.png){:height='20' :width='20' inline=""} Holyheld Web or mobile app 4. Go to transaction history by pressing on ![](https://holyheld.com/images/content/icons/clock.png){:height='20' :width='20' inline=""} icon in the navigation bar 5. Find the top up transaction on the list 6. Click on the transaction to open details 7. Click on "![](https://holyheld.com/images/content/icons/more.png){:height='20' :width='20' inline=""}" to open the menu 8. Click on "![](https://holyheld.com/images/content/icons/support.png){:height='20' :width='20' inline=""}" “Report an issue" 9. You will be transferred to the support chat 10. Provide additional details if needed, and send the message ## On-Chain Transactions In rare cases where: - The transaction goes through on-chain - Funds are sent from your wallet - But the top-up isn't credited Our team will ensure you are credited as soon as possible. Please contact support with the transaction details for assistance. ## Need Help? If you're experiencing issues with your top-up or have questions about the process, please don't hesitate to contact our support team. We're here to help resolve any concerns you may have. # My SEPA is pending or missing - FAQ search anything Holyheld If your SEPA transfer is showing as pending or misisng, don't worry. Here's what you need to know: ## Understanding Pending SEPA Transfers If your SEPA is pending then it does not mean anything is wrong. The most common reason for this is that is has been sent Express SEPA rather than Instant SEPA. This could be for a number of reasons, but Express SEPA are should arrive same, or next, working day depending on when you started the transfer. ## What to Do If your SEPA transfer is pending: 1. Check the expected arrival time based on when you initiated the transfer 2. Wait for the standard processing time (same or next working day) 3. If you have concerns or questions, contact our support team ## Need Help? If you have any questions about your pending SEPA transfer or need assistance, please don't hesitate to contact our support team. We're here to help ensure your transfers are processed smoothly. # Pending Verification - FAQ search anything Holyheld The verification process typically takes a few minutes, but in some cases, it may take longer. Here's what you need to know: ## Standard Processing Time - Most verifications are completed within a few minutes - Some verifications may require additional review or clarification Verification may take longer if: - Manual review is required - Additional documentation needs to be submitted - Clarification is needed on submitted information ## What to Expect 1. **Email Notifications**: - Keep an eye on your email for any communications from our team - We may need to contact you for additional information 2. **Processing Time**: - If verification takes more than 24 hours - And you haven't received any emails from us - Please contact us for investigation ## Contact Support If you need assistance: - Use the chat function in the app if available - Email us at if chat is not available - We'll help investigate your verification status # Failed Card Payment - FAQ search anything Holyheld If your card payment fails, the first thing to try is to insert the card and enter the PIN. If this still does not work, please check the Holyheld app and click on the transaction in your account history. Here you will see more details about the failure and can help you resolve the issue. ## Common Issues and Solutions ### Insufficient Funds A common error that is easily solved is "Insufficient Funds". - First check that you have topped up your account using either Sell Crypto or Receive Payment - If you recently activated your Physical card, or you have been issued with a new virtual card, check you are using the correct card details online or with Google/Apple Pay. - Similarly, if you have very recently had a new card issued or activated, check that your balance migration has been completed. This is usually fast but can take up to an hour on rare occasions. If it takes longer than expected, please contact support. ### Excessive PIN Failures If you have this message, then you will need to request a new PIN and activate your new PIN like you did when you first received your card, by inserting it and inputting the new PIN so that your card knows it has changed. ### Operation not Allowed This error usually means you have gone, or are about to go, over the limits for card spending or ATM withdrawals. - Check the limits page and the limits counter in the app to see what your current spending for the current period is - Press the ? to see when your limits reset - If you are making a purchase above 5000 EUR, but below 10 000 EUR, ask the merchant to split the payment, or see if they will accept a SEPA transfer ### Nothing shows in my Holyheld account history If nothing shows in the Holyheld app history, this will often mean that the issue is on the merchant side. The issue could be with their payment terminal, such as its connection status, or an issue with their online payment systems or payment processor. In this case it is best to contact them to see if they are having any issues. ## Need Further Assistance? If you have continued problems, or need help with any of the above, contact us and we will help guide you to a solution. # Receiving Email and SMS - Holyheld ## I am not receiving emails from Holyheld Your registered email address is the one used for all communications from Holyheld—including account opening confirmations, login alerts, card top-ups, bank transfer notifications, and more. If you are not receiving these emails, please contact support so we can check the delivery status. Additionally, if you have lost access to your email or know that your email provider is shutting down, please reach out to us so we can update your email address and ensure you continue receiving important notifications. ## I am not receiving SMS from Holyheld (OTP, Card Activation, PIN Code Delivery) It is rare for SMS issues to occur, but sometimes messages may be delayed due to signal problems in your area. If your SMS still does not arrive after a few minutes, please review the following checks: 1. Verify Your SMS History: Have you received any SMS from Holyheld previously? If not, please ensure that your registered mobile number is correct. You can share the last four digits of your number in the chat, and we will check it to ensure it matches our records. 2. Check Your Device Settings: It’s possible that your mobile device is blocking our messages. Please review your device settings, including roaming and spam filters, to ensure messages from Holyheld are not being blocked. 3. Contact Your Mobile Operator: Your mobile operator might be inadvertently blocking messages from us. Contact them to verify if any SMS restrictions or blocks are in place. Providing the times you expected to receive SMS from Holyheld can help them identify any issues. If none of these steps resolve the problem, please contact our support team so we can further investigate the delivery status or assist you in updating your registered mobile number. # What is the difference between L1 and L2? - FAQ search anything Holyheld Back in times, there was one and only Ethereum network — the father of Turing complete blockchain (aka the network that supports smart contracts). It became a role model and was the go to option for projects and platforms. As the usage grew, so did the network fees. Transaction costs can be quite high at times, making it unfeasible for many people to use it. Because of this, the Ethereum ecosystem has started to create additional layers that are compatible with Ethereum and support its load. People call them differently: L2s or Sidechains. But there is a difference between L1 and L2 types of networks. - [Layer 1’s vs Layer 2’s](https://holyheld.com/#layer-1s-vs-layer-2s) - [Sidechains vs Layer 2’s](https://holyheld.com/#sidechains-vs-layer-2s) - [Which is better?](https://holyheld.com/#which-is-better) ## Layer 1’s vs Layer 2’s In the decentralized world, a Layer 1 network refers to a blockchain such as Bitcoin, Ethereum, etc. At the same time, a Layer 2 protocol is a third-party integration added on top of a Layer 1 blockchain to make it more efficient and scalable. Even though the L1 solutions were made to decentralize P2P transactions, they ultimately failed to solve the [trilemma problem](https://www.gemini.com/cryptopedia/blockchain-trilemma-decentralization-scalability-definition){rel=""nofollow""}, and here’s where the L2 solutions come into the picture. The main difference between these two is that L1 solutions are more secure and prefer to keep the network decentralized. On the other hand, L2 remains focused on confirmation time, transaction speed, and lower gas fees by handling all the burdens of the main blockchain. Since it is a third-party integration, it comes with a slight trade-off in terms of L1 security and decentralization. ## Sidechains vs Layer 2’s A **sidechain** is a totally distinct and separate blockchain that is compatible with Ethereum. It uses a different consensus mechanism than Ethereum and has its own security measures. Sidechains also tend to be more centralized than Ethereum. Assets can be moved back and forth between a Sidechain and Ethereum using a “bridge”. [Polygon](https://polygon.technology/){rel=""nofollow""} is an example of a Sidechain, though it’s moving towards becoming an L1. **Layer 2 networks** on the other hand are not separate blockchains. Instead, they combine large quantities of transactions off-chain (off of the Ethereum blockchain) before then submitting them bundled together on-chain, thus relying upon the same security and consensus mechanism as Ethereum. [Optimism](https://optimism.io/){rel=""nofollow""} and [Arbitrum](https://arbitrum.io/){rel=""nofollow""} are examples of Layer 2 networks. For example, Optimism is called an “optimistic rollup” because it “assumes the best” and defaults to submitting the minimum amount of information required with each bundle of transactions. In the case of fraud or dispute, additional information and documentation are then provided. ## Which is better? Every network is different, and each comes with its own set of strengths and weaknesses. There isn’t a single solution that can do everything, so you may find yourself wanting to use multiple networks depending on what you’re trying to do. For example, if you’re wanting to distribute a lot of NFTs to many different people, it might make sense to use a Sidechain like Polygon. If you like Ethereum because you trust its consensus mechanism and security, then Layer 2 networks might appeal to you more than a Sidechain because they are tied more closely to Ethereum. # How to stay safe in crypto? - FAQ search anything Holyheld We’ll be honest, staying safe in crypto is a challenge. There are scams, bugs, exploits, hacks, not to mention onchain corks, and on top of that you have responsibility to keep your keys safe. In this guide we talk about: - [General safety rules](https://holyheld.com/#general-safety-rules) - [Types of attacks](https://holyheld.com/#types-of-attack) ## General safety rules 🚨 Keep your seed phrase/private keys securely stored. Do not store them on Google Drive, Apple iCloud, don’t store them on your computer in a document. You can’t reset or recover your keys. - **Use multiple wallets:** Don’t keep all your crypto assets in one place. The best way to handle it is by using one or several cold storages for long-term holdings, and at least one “hot” wallet for trading and transactions. This will help you spread the risk. - **Double check before sending crypto:** Some malicious programs can edit and paste a wrong transaction address whenever you send a transaction. Typically, the new address belongs to an attacker. It’s better to be safe than sorry. - **Activate two-factor authentication (2FA) whenever possible:** You should always enable two-factor authentication (2FA), it adds a second layer of security to your account. Ideally, use an app like Google Authenticator instead of SMS codes, as SIM card swapping is a common attack vector. - **Always use a VPN when using public WIFI:** If you have to use public WIFI to access your crypto, always use a VPN to keep your traffic encrypted. Ideally, only access your crypto assets when using a private or secured network. - **Keep your holdings private:** Try not to be too vocal about your holdings in public. The less people know about your digital assets, the better it is for your security. You never know who is watching or reading your public content and they may target you because they know there is something to be stolen. - **Have a backup of your private keys/seed phrase:** Losing access to all your holdings can be soul-crushing. So it’s important to back them up and keep them in different locations, in case of a fire or similar damage. ## Types of attack ### Imposter Websites Unfortunately, there are numerous websites that have been set up to resemble original, valid startup companies, which are used to scam and lure you in. If there isn’t a small lock icon indicating security near the URL bar and no “https” in the site address think twice. Even if the site looks identical to the one you think you’re visiting, you may find yourself directed to another platform where you’ll be asked to connect your wallet. For example, you click on a link that looks like a legitimate site, but attackers have created a fake URL with a zero in it instead of a letter ‘o’. That platform, of course, isn’t taking you to the cryptocurrency investment that you’ve already researched. To avoid this, carefully type the exact URL into your browser. Double check it, too. ### Fake Mobile Apps Another common way scammers trick cryptocurrency investors is through fake mobile wallets. Most commonly, available for download through Google Play Store. Although stakeholders can often quickly find these fake apps and get them removed, that doesn’t mean the apps aren’t impacting many bottom lines. While this is a greater risk for Android users, every investor should be aware of the possibility. Are there obvious misspellings in the copy or even the name of the app? Does the branding look inauthentic with strange coloring or an incorrect logo? It is also a good routine to check the developer’s info at the bottom of the description page. ### Scam social media accounts If you’re following celebrities and executives on social media, you can’t be sure that you’re not following impostor accounts. The same applies to cryptocurrencies, where malicious, impersonating bots are rampant. Don’t trust offers that come from Twitter or Facebook, especially if there seems to be an impossible result. Fake accounts are everywhere. If someone on these platforms asks for even a small amount of your cryptocurrency, it’s likely you can never get it back. Just because others are replying to the offer, don’t assume they aren’t bots, either. You have to be extra careful. ### Scamming Emails Even if it looks exactly like an email you received from a legitimate cryptocurrency company, take care before investing your digital currency. Is the email the exact same, and are the logo and branding identical? Can you verify that the email address is legitimately connected to the company? The ability to check on this is one reason why it’s important to choose a company that has real people working for it. If you have doubts about an email, ask someone who works there. And never click on a link in a message to get to a site. Scammers often announce fake ICOs, or initial coin offerings, as a way to steal substantial funds. Don’t fall for these fake email and website offers. Take your time to look over all the details. # How to set up a non-custodial wallet - FAQ search anything Holyheld There are many non-custodial options, and you are free to choose your own options. But here are some of the most popular and trusted options: ## MetaMask Probably, the most well-known wallet. It has both: a browser extension and mobile apps. Every dApp supports MetaMask, so this could be your go to option. Metamask supports all networks where Holyheld is available on. You can download the wallet on the [official website](https://metamask.io/){rel=""nofollow""}. ## Coinbase Wallet We like this wallet because it has both: a browser extension and mobile apps. It’s also created by a reputable organisation - Coinbase. Coinbase Wallet supports all networks where Holyheld is available on. You can download the wallet on the [official website](https://www.coinbase.com/wallet){rel=""nofollow""}. ## Trust Wallet Trust Wallet is one of the most popular mobile wallets. To summarise it: it just works, and that is all you need. Trust Wallet supports all networks where Holyheld is available on. You can download the wallet on the [official website](https://trustwallet.com/){rel=""nofollow""}. And here is the official [set up guide](https://community.trustwallet.com/t/how-to-create-a-multi-coin-wallet/41){rel=""nofollow""}. ## Frame Frame is the new wallet. It is focused on enhanced compatibility and native DeFi integrations. Frame is developed by crypto enthusiasts and is very serious about privacy. Frame has a browser injection option that allows you to run your wallet on a Mac or Windows as an application, rather than browser extension. Frame supports all networks where Holyheld is available on. You can download the wallet on the [official website](https://frame.sh/){rel=""nofollow""}. And here is the official [set up guide](https://www.notion.so/Getting-Started-Guide-775a95edec3244ce80e118ead8ea6516){rel=""nofollow""}. ## Rainbow Rainbow is a very simple to use mobile app wallet. Very sleek design, and nice features. Rainbow currently supports Ethereum, Polygon, Arbitrum and Optimism only. You can download the wallet on the [official website](https://rainbow.me){rel=""nofollow""}. And here is the official [set up guide](https://learn.rainbow.me/get-started-with-rainbow){rel=""nofollow""}. ## Safe Safe is one of the most trusted multi-sig wallets. Safe has mobile applications, and an easy to use web version. Safe supports all networks where Holyheld is available on. You can download the wallet on the [official website](https://safe.global/wallet){rel=""nofollow""}. ## Rabby Rabby has amazing safety features for pro-users. It is very focused on security and has both: browser extension and a desktop application. Rabby supports all networks where Holyheld is available on. You can download the wallet on the [official website](https://rabby.io){rel=""nofollow""}. # What is Polygon? - FAQ search anything Holyheld Polygon is a totally distinct and separate blockchain that is compatible with Ethereum. It uses a different consensus mechanism than Ethereum and has its own security measures. Polygon is also known for lower transaction fees and faster transaction processing. Polygon is Ethereum compatible, meaning that your wallet address on Ethereum is the same as on Polygon. Assets can be moved back and forth between Polygon and Ethereum using a “bridge”. You can read more about Polygon in the official blog [here](https://docs.polygon.technology/docs/home/new-to-polygon){rel=""nofollow""}. ### Use Polygon with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Polygon directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Polygon, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Arbitrum? - FAQ search anything Holyheld Arbitrum is a network designed to enhance the Ethereum blockchain in terms of speed scalability while adding additional privacy features to boot. Arbitrum is a layer-2 solution. Layer 2 networks (like Optimism) are not separate blockchains. Instead, they combine large quantities of transactions off-chain (off of the Ethereum blockchain) before submitting them bundled together on-chain, thus relying upon the same security and consensus mechanism as Ethereum. You can read more about Arbitrum in the [official blog](https://developer.offchainlabs.com/docs/developer_quickstart){rel=""nofollow""}. ### Use Arbitrum with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Arbitrum directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Arbitrum, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Optimism? - FAQ search anything Holyheld Optimism is a network designed to enhance Ethereum blockchain in terms of speed scalability while adding additional privacy features to boot. Optimism is a layer-2 solution. Layer 2 networks (like Arbitrum) are not separate blockchains. Instead, they combine large quantities of transactions off-chain (off of the Ethereum blockchain) before then submitting them bundled together on-chain, thus relying upon the same security and consensus mechanism as Ethereum. Optimism is called an “optimistic rollup” because it “assumes the best” and defaults to submitting the minimum amount of information required with each bundle of transactions. You can read more about Optimism in the [official blog](https://help.optimism.io/hc/en-us/sections/4413033184539-About-Optimism){rel=""nofollow""}. ### Optimism Arbitrum with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Optimism directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Optimism, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Gnosis? - FAQ search anything Holyheld Gnosis Chain is a sidechain designed to enhance the Ethereum blockchain by opening validation to the community of developers. Gnosis Chain allows contributors around the globe to easily run a node, and now is secured by over 100k validators. Its diverse validator set and the community governance ensure Gnosis Chain remains credibly neutral at a much lower price point than Ethereum mainnet. Gnosis Chain shares the same consensus mechanism as Ethereum. You can read more about Gnosis network in the [official blog](https://www.gnosis.io/community){rel=""nofollow""}. ### Use Gnosis with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Gnosis directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Gnosis, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Avalanche? - FAQ search anything Holyheld Avalanche is a Layer 1 blockchain aiming to provide an alternative to the high costs and low speeds. Avalanche uses a proprietary consensus mechanism to increase transaction throughput and minimize energy consumption by validators. Avalanche is Ethereum compatible, meaning that your wallet address on Ethereum is the same as on Avalanche. Assets can be moved back and forth between Avalanche and Ethereum using a “bridge”. You can read more about Avlanche network in the [official blog](https://www.avalabs.org/whitepapers){rel=""nofollow""}. ### Use Avalanche with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Avalanche directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Avalanche, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is ZkSynk? - FAQ search anything Holyheld zkSync is a Layer 2 scaling solution designed to enhance the Ethereum blockchain by providing faster and cheaper transactions while maintaining a high level of security and decentralization. zkSync uses a technology called Zero-Knowledge Rollups - zkRollups - to bundle hundreds of transactions off-chain and then verify them with a single proof on the Ethereum mainnet. This process ensures that the integrity of the transactions is maintained without congesting the Ethereum network. One of the key advantages of zkSync is that it offers significantly lower gas fees compared to Ethereum's Layer 1 while still benefiting from Ethereum's security. You can read more about zkSync in the [official documentation](https://docs.zksync.io/){rel=""nofollow""}. ### Use zkSync with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on zkSync directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on zkSync, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Blast? - FAQ search anything Holyheld [Blast](https://blast.io/en){rel=""nofollow""} is a multi-chain blockchain infrastructure designed to provide developers with fast, secure, and reliable access to a wide range of blockchain networks through RPC, WebSocket, and other APIs. It is optimized for performance, scalability, and ease of use, making it ideal for both individual developers and enterprises. ### Key Features of Blast - **Multi-Chain Access**: Blast supports multiple blockchains, including Ethereum, Binance Smart Chain, Polygon, and more, enabling developers to build cross-chain applications easily. - **High Performance**: With a global network of nodes and advanced optimizations, Blast offers low-latency, high-throughput access to blockchain networks. - **Scalability**: Designed to handle millions of requests, Blast can scale with the needs of growing projects. - **Developer-Friendly Tools**: Blast offers easy-to-use APIs, extensive documentation, and support for both WebSocket and HTTP RPC connections, making it simple for developers to integrate blockchain functionality into their apps. - **Reliability and Security**: With a robust infrastructure, Blast ensures uptime and security, providing peace of mind for projects and applications running on its platform. You can read more about Blast and its features in the [official documentation](https://blast.io/en/docs){rel=""nofollow""}. ### Use Blast with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Blast directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Blast, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is BNB? - FAQ search anything Holyheld [BNB Smart Chain](https://www.bnbchain.org/en/bnb-smart-chain){rel=""nofollow""} (BSC) is a blockchain platform designed to run smart contract-based applications. It operates in parallel with Binance Chain and provides the benefits of fast transaction speeds, low transaction fees, and the ability to support a wide range of decentralized applications. ### Key Features of BNB Smart Chain - **Dual Chain Architecture**: BNB Smart Chain works in tandem with Binance Chain, allowing users to transfer assets seamlessly between the two chains. This enhances both the performance of BSC for dApps and the speed of Binance Chain for asset transfers. - **EVM-Compatible**: BNB Smart Chain is fully compatible with the Ethereum Virtual Machine (EVM), making it easy for developers to migrate or integrate Ethereum-based applications, tools, and wallets. - **Low Transaction Fees**: With its optimized infrastructure, BNB Smart Chain offers significantly lower gas fees compared to many other blockchain networks, making it a cost-efficient choice for users and developers. - **High Performance**: BNB Smart Chain can handle a high volume of transactions with shorter block times, ensuring fast and efficient processing. - **Decentralization and Security**: BNB Smart Chain uses a Proof of Staked Authority (PoSA) consensus mechanism, combining both Proof of Stake (PoS) and Proof of Authority (PoA) for better security and decentralization. You can read more about BNB Smart Chain in the [official documentation](https://docs.bnbchain.org/){rel=""nofollow""}. ### Use BNB with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on BNB directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on BNB, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Aleph? - FAQ search anything Holyheld [Aleph Zero](https://alephzero.org){rel=""nofollow""} is a privacy-enhancing, high-performance, enterprise-ready Layer 1 public blockchain platform. It aims to solve scalability and security issues through an innovative consensus protocol based on Directed Acyclic Graph technology. Aleph Zero's primary focus is on providing a decentralized infrastructure that ensures privacy without compromising on speed or security. ### Key Features of Aleph Zero - **Privacy-Enhancing**: Aleph Zero incorporates privacy-preserving features through the integration of secure multi-party computation and zero-knowledge proofs. This allows users to maintain confidentiality for sensitive transactions and data. - **Scalability**: Thanks to its unique DAG-based consensus protocol, Aleph Zero achieves high throughput and low latency, making it capable of processing a significant number of transactions per second (TPS) without compromising on decentralization or security. - **Enterprise-Ready**: Aleph Zero is designed to meet the needs of enterprises, offering private smart contract solutions for industries such as finance, healthcare, and supply chain management. - **Decentralization and Security**: The AlephBFT consensus protocol ensures secure, trustless consensus with Byzantine Fault Tolerance, allowing the network to resist malicious attacks while remaining decentralized. - **Interoperability**: Aleph Zero is working towards bridging other blockchain ecosystems, enabling seamless cross-chain interactions and fostering a multi-chain future. You can read more about Aleph Zero in the [official documentation](https://docs.alephzero.org/){rel=""nofollow""}. ### Use Aleph Zero with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Aleph Zero directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Aleph Zero, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Base? - FAQ search anything Holyheld [Base](https://www.base.org){rel=""nofollow""} is a secure, low-cost, and developer-friendly Ethereum Layer 2 scaling solution built on the Optimistic Rollup technology. Developed by [Coinbase](https://www.coinbase.com/home){rel=""nofollow""}, Base is designed to provide a more scalable, faster, and cost-effective environment for decentralized applications on the Ethereum blockchain, while ensuring Ethereum’s security and decentralization. ## Key Features of Base - **Scalability**: By utilizing Optimistic Rollups, Base significantly reduces transaction costs and increases throughput, enabling dApps to scale while maintaining security and decentralization. - **Low-Cost Transactions**: Base offers lower transaction fees compared to Ethereum's Layer 1, allowing users and developers to interact with dApps in a cost-effective manner. - **Developer-Friendly**: Base is designed with developers in mind, offering compatibility with Ethereum tools and infrastructure, including Solidity, Ethereum wallets, and developer tooling like Hardhat and Truffle. - **Secure**: By inheriting Ethereum's security model, Base ensures a trustless and decentralized environment for users and developers. - **Optimistic Rollups**: Base’s core infrastructure is built on Optimistic Rollups, which batch transactions off-chain and submit them to Ethereum, reducing congestion and increasing scalability. You can read more about Base and its features in the [official documentation](https://docs.base.org/){rel=""nofollow""}. ### Use Base with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Base directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Base, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Ethereum? - FAQ search anything Holyheld [Ethereum](https://ethereum.org){rel=""nofollow""} is the world's leading programmable blockchain platform, enabling developers to build and deploy decentralized applications and smart contracts. Since its launch in 2015, Ethereum has become the foundation for the DeFi ecosystem and the broader Web3 movement. ## Key Features of Ethereum - **Smart Contracts**: Ethereum pioneered the concept of self-executing smart contracts, enabling automated, trustless agreements and applications. - **Decentralized Applications**: The platform hosts thousands of dApps across various sectors including DeFi, NFTs, gaming, and social networks. - **ERC Standards**: Ethereum introduced standardized token protocols, like ERC-20 and ERC-721 that have become the industry standard for digital assets. - **Proof of Stake**: After the Merge in 2022, Ethereum transitioned to a more energy-efficient Proof of Stake consensus mechanism. - **Layer 2 Solutions**: While Ethereum itself provides security and decentralization, various Layer 2 solutions have been built on top to improve scalability and reduce costs. You can read more about Ethereum and its features in the [official documentation](https://ethereum.org/en/developers/docs/){rel=""nofollow""}. ### Use Ethereum with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Ethereum directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Ethereum, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Berachain? - FAQ search anything Holyheld [Berachain](https://berachain.com){rel=""nofollow""} is an innovative Layer 1 blockchain platform built on the Cosmos SDK, designed to provide a high-performance, scalable, and secure environment for decentralized applications. With its unique architecture and focus on developer experience, Berachain aims to bridge the gap between traditional finance and decentralized finance. ## Key Features of Berachain - **Proof of Liquidity - POL**: Berachain's innovative consensus mechanism that rewards users for providing liquidity to the ecosystem, creating a sustainable and efficient economic model. - **High Performance**: Designed for high throughput and low latency, enabling fast transaction processing and efficient dApp deployment. - **Developer-Friendly**: Offers comprehensive developer tools and documentation, making it easy to build and deploy applications. You can read more about Berachain and its features in the [official documentation](https://docs.berachain.com){rel=""nofollow""}. ### Use Berachain with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Berachain directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Berachain, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Mode? - FAQ search anything Holyheld [Mode](https://mode.network){rel=""nofollow""} is an innovative Layer 2 blockchain platform built on Optimism's OP Stack, designed to provide a high-performance, scalable, and secure environment for decentralized applications. With its unique architecture and focus on developer experience, Mode aims to bridge the gap between traditional finance and decentralized finance. ## Key Features of Mode - **Optimistic Rollups**: Mode leverages Optimism's OP Stack for secure and efficient transaction processing, inheriting Ethereum's security while providing faster and cheaper transactions. - **High Performance**: Designed for high throughput and low latency, enabling fast transaction processing and efficient dApp deployment. - **Developer-Friendly**: Offers comprehensive developer tools and documentation, making it easy to build and deploy applications. - **Ethereum Compatibility**: Full compatibility with Ethereum's tooling and infrastructure, making it easy for developers to port existing applications. You can read more about Mode and its features in the [official documentation](https://docs.mode.network){rel=""nofollow""}. ### Use Mode with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Mode directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Mode, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is INK? - FAQ search anything Holyheld [INK](https://inkonchain.com){rel=""nofollow""} is an Ethereum OP Stack Layer 2 blockchain designed to be the home of decentralized finance (DeFi) on the Superchain. Developed and unleashed by Kraken, INK leverages Kraken's deep security expertise and decades of experience in crypto to offer a seamless, secure, and user-friendly onchain experience. It bridges the gap between centralized and decentralized finance, making it easier for users to access DeFi opportunities. ## Key Features of INK - **High Performance**: 1-second block times at launch, with plans for sub-second speeds soon. - **Low Fees**: Enjoy minimal transaction costs thanks to its "Smol Gas" design. - **Robust Security**: Sequencer-level protection backed by Kraken's extensive security record. - **Interoperability**: Seamlessly transfer capital across the Superchain and Ethereum ecosystem. - **User-Centric Experience**: A unified interface that allows for easy access to top-tier DeFi protocols. You can read more about INK and its features in the [official documentation](https://docs.inkonchain.com){rel=""nofollow""}. ### Use INK with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on INK directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on INK, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Manta Pacific? - FAQ search anything Holyheld [Manta Pacific](https://pacific.manta.network){rel=""nofollow""} is a privacy-preserving Layer 2 blockchain platform built on the OP Stack, designed to provide secure and private transactions while maintaining high performance and low costs. As part of the Manta Network ecosystem, it brings privacy features to the Ethereum ecosystem. ## Key Features of Manta Pacific - **Privacy-First**: Built-in privacy features using zero-knowledge proofs, enabling private transactions and shielded assets. - **OP Stack Based**: Leverages Optimism's OP Stack for secure and efficient transaction processing while inheriting Ethereum's security. - **High Performance**: Optimized for fast transaction processing and low fees, making privacy features accessible to all users. - **Ethereum Compatibility**: Full compatibility with Ethereum's tooling and infrastructure, making it easy for developers to build privacy-preserving applications. You can read more about Manta Pacific and its features in the [official documentation](https://docs.manta.network/pacific){rel=""nofollow""}. ### Use Manta Pacific with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Manta Pacific directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Manta Pacific, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Starknet? - FAQ search anything Holyheld [Starknet](https://starknet.io){rel=""nofollow""} is a Layer 2 blockchain platform built on StarkWare's technology, designed to provide scalable and secure transactions using zero-knowledge proofs. As a permissionless decentralized network, it enables developers to build and deploy complex applications while maintaining high performance and low costs. ## Key Features of Starknet - **STARK Proofs**: Leverages advanced zero-knowledge proofs for secure and scalable transaction processing, inheriting Ethereum's security. - **High Scalability**: Designed to handle high transaction volumes while maintaining low fees and fast processing times. - **Developer-Friendly**: Offers comprehensive developer tools and Cairo programming language, making it easy to build complex applications. - **Ethereum Security**: Inherits security from Ethereum while providing significantly higher throughput and lower costs. You can read more about Starknet and its features in the [official documentation](https://docs.starknet.io){rel=""nofollow""}. ### Use Starknet with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Starknet directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Starknet, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Solana? - FAQ search anything Holyheld [Solana](https://solana.com){rel=""nofollow""} is a high-performance Layer 1 blockchain platform designed to provide fast, secure, and scalable decentralized applications. Known for its innovative Proof of Stake and Proof of History consensus mechanism, Solana offers one of the fastest and most cost-effective blockchain networks in the industry. ## Key Features of Solana - **Proof of History**: Innovative consensus mechanism that enables high throughput and fast transaction processing. - **High Performance**: Capable of processing thousands of transactions per second with minimal fees. - **Smart Contract Platform**: Supports complex smart contracts and decentralized applications with native programmability. - **Ecosystem Growth**: Boasts a rapidly growing ecosystem of DeFi, NFTs, and Web3 applications. You can read more about Solana and its features in the [official documentation](https://docs.solana.com){rel=""nofollow""}. ### Use Solana with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Solana directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Solana, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Plume? - FAQ search anything Holyheld [Plume](https://plume.network){rel=""nofollow""} is a modular Layer 1 blockchain platform designed to provide a comprehensive infrastructure for real-world asset tokenization and compliance. Built with a focus on regulatory compliance and institutional adoption, Plume enables the seamless integration of traditional finance with decentralized finance. ## Key Features of Plume - **Compliance-First**: Built-in compliance infrastructure for real-world asset tokenization and regulatory requirements. - **Modular Architecture**: Flexible and extensible platform that supports various asset types and compliance frameworks. - **Institutional Ready**: Designed to meet the needs of institutional participants with robust security and compliance features. - **Cross-Chain Integration**: Supports interoperability with major blockchain networks for seamless asset transfers. You can read more about Plume and its features in the [official documentation](https://docs.plume.network){rel=""nofollow""}. ### Use Plume with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Plume directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Plume, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # What is Hyperliquid? - FAQ search anything Holyheld [Hyperliquid](https://hyperliquid.xyz){rel=""nofollow""} is a decentralized perpetual futures exchange built on Arbitrum, designed to provide a secure and efficient platform for trading perpetual futures with leverage. With its innovative on-chain orderbook and risk management system, Hyperliquid offers a unique approach to decentralized derivatives trading. ## Key Features of Hyperliquid - **On-Chain Orderbook**: Innovative orderbook system that provides transparent and efficient price discovery. - **Arbitrum Based**: Built on Arbitrum for fast transactions and low fees while inheriting Ethereum's security. - **Advanced Trading Features**: Supports leverage trading, multiple asset types, and sophisticated risk management. - **Decentralized Infrastructure**: Fully decentralized platform with transparent operations and community governance. You can read more about Hyperliquid and its features in the [official documentation](https://docs.hyperliquid.xyz){rel=""nofollow""}. ### Use Hyperliquid with Holyheld As a user, you can seamlessly on- and offramp into or from all liquid assets on Hyperliquid directly through [Holyheld](https://holyheld.com){rel=""nofollow""}, whether on the web or mobile app. Holyheld supports nearly all popular wallets—find out more about supported wallets [here](https://holyheld.com/faq/frequently-asked-questions/supported-wallets){rel=""nofollow""}. ### Developers and Projects If you're building on Hyperliquid, Holyheld offers a comprehensive SDK to integrate On- and Offramp functionalities into your protocol or wallet. Reach out to leverage our [SDK](https://brrr.network/documentation/introduction){rel=""nofollow""} for your development needs. # FAQ - Search anything Holyheld # Terms and Conditions - Holyheld onchain debit card legal information **Last Update: 31.12.2025** Holyheld is operated by Holyheld Digital Limited, registered in Bulgaria under 204937129 with its registered office at address at Sofia, 33 Simeonovsko Shose Blvd., fl. 1, Bulgaria, duly authorized to provide services of exchanging virtual currency against fiat currency and virtual currency wallet services (“Holyheld”, “we”, “us”, or “our”) (collectively referred to as the “Parties”). Your Holyheld debit card is e-money services provided by Unlimit, company number HE 328641, registered at 125 Griva Digeni, Limassol 3101, Cyprus. Unlimit is licensed and regulated by the Central Bank of Cyprus as an Electronic Money Institution with license number 115.1.3.7. WHEREAS, these Terms and Conditions (also referred to as **“Agreement”**) govern the access and use by users who are residents of, or located in the EU, of the Holyheld websites, mobile applications, products, software, and other services, including the Holyheld crypto-asset exchange platform (our **“Platform”**) operated by Holyheld Digital Limited, and other services we provide to you. Before using Holyheld, we kindly ask you to read carefully and understand the following. These Terms and Conditions will govern the use of the Services provided by Holyheld. By using the Services you agree to be bound by the Terms and Conditions. If you do not agree to any of the Terms and Conditions, or any subsequent modification to Terms and Conditions, you will not be permitted to use the Services and your Account with us will be closed. These Terms and Conditions will come into effect when you confirm electronically that you agree to it. We recommend that you retain a copy of these Terms and Conditions and your transaction records. By signing up to create an Account with Holyheld and use our Services, you agree that you have read and understood, and that you accept, all of the Terms and Conditions contained here, as well as our Privacy Policy, our partner terms and conditions as outlined in the Terms and Conditions and any other documents which are referenced to in these Terms and Conditions. ## 1. Definitions **“Crypto-asset”** refers to any digital representation of a value or a right which may be transferred and stored electronically, using distributed ledger technology or similar technology. **“Holyheld Account”** means the account you open with us through the Platform which is to be operated and used by you in accordance with these Terms and Conditions for the purpose of utilising our Services. **“Smart Contract”** means a computer program or protocol deployed on a distributed ledger or blockchain that automatically executes, controls, or documents legally relevant actions and transactions in accordance with predefined rules, without requiring manual intervention, once specified conditions are met. **“$holytag”** means a unique, user-selected identifier assigned within the Company’s platform that enables the identification of a user and the initiation or receipt of payments or transfers, without the need to disclose personal or financial account details. **“Card”** refers to a payment instrument as defined in the Directive Directive (EU) 2015/2366 (debit card) issued by the licensed payment instrument issuer partnered by us, which enables to sell the Crypto-assets using Company‘s services and to use the resulting Funds balance through the debit card infrastructure for the payments in Funds. **“Funds (or Fiat currency)”** electronic money as defined in point (2) of Article 2 of Directive 2009/110/EC, i.e., traditional currency, such as EUR, US dollars or other. **“KYC”** means “know your customer”, which refers to the process of verifying the identity of our clients. **“AML”** means “anti-money laundering”, which refers to the laws and regulations aimed at preventing money laundering and terrorist financing. **“Services”** means Crypto-assets related services that we provide via our Platform and which enable you to exchange your Crypto-asset for Funds or vice versa or to exchange Crypto-asset for other Crypto-asset, which all are performed out of our proprietary assets. ## 2. Holyheld Account **2.1.** Your Holyheld Account enables you to manage, make payments, exchange, transfer or withdraw your balances of Crypto-assets or Fiat currencies by giving instructions through the Holyheld Platform in accordance with these Terms and Conditions. **2.2.** You are also able to open up an electronic money account and order the card issued by our partner Unlimit. Your electronic money account is subject to separate [terms and conditions by Unlimit](https://www.unlimint.com/legal-documents/){rel=""nofollow""}. Access to electronic money services is only provided where Holyheld and Unlimit decide to provide and where you hold a Holyheld Account. Holyheld does not render any e-money or payment services in its own name or on Unlimit’s behalf. ## 3. Holyheld Services **3.1.** Holyheld allows you to receive assets whether in Crypto-assets or in Fiat currencies; exchange crypto-assets for Fiat currency as supported by Holyheld; make deposits, withdrawals, transfers or payments to third parties using Holyheld Account or external electronic money account or card services utilized by applicable e-money service provider. When using the Services, you are buying Crypto-assets from, selling Crypto-assets to, or swapping Crypto-assets with Holyheld directly. Holyheld does not act as an intermediary or marketplace between buyers and sellers of Crypto-asset. **3.2.** Holyheld does not provide any custodial services, nor creates Crypto-asset wallets in order to hold any Crypto-assets on your behalf. To execute a transaction you agree to connect your pre-existing Crypto-asset wallet holding your Crypto-assets to the Holyheld Platform. You agree to interact with Holyheld Smart Contract, which will recognize the Crypto-assets and will perform a KYC and AML verification via third-party providers, before initiating the Services on your behalf. **3.3.** You will be able to create your own wallet address via Holyheld directly in the blockchain if so desired and in order to interact with decentralised applications and receive Crypto-assets. This wallet is not your Holyheld Account. Please note that you are the sole owner and responsible for any assets any activities carried out using the wallet, as well as for securing and backing up the credentials that may grant you access to it as described below. **3.4.** We will give you access to an external personal handle that can be used to identify you as a Holyheld user in our Platform. As a user you can receive Crypto-asset transfers from other users, and after you confirm the incoming requested transaction and we execute our mandatory AML verifications, receive said transfer directly. **3.5.** Using the Fiat currency account and Card service provided by [Unlimit](https://www.unlimint.com/legal-documents/){rel=""nofollow""}, you can also exchange your Crypto-assets and initiate a bank transfer to send Funds from your personal IBAN directly to other bank accounts. You are also given the opportunity to connect your wallet to third-party smart contracts to interact with your Crypto-assets, by simply using the Holyheld Platform. ## 4. Registration **4.1.** By using our Platform, you confirm that you are at least 18 years old and legally able to enter into legally binding agreements, including these Terms and Conditions. **4.2.** In order to use the Platform you must register for a Holyheld Account with us. You must provide truthful, accurate and complete information during registration or at any time after. You are responsible for maintaining the confidentiality of your Account credentials, and you agree to notify us immediately of any unauthorized use of your Account. **4.3.** You must comply with AML obligations in order to open a Holyheld Account.. This will require you, as part of the registration process, to provide personal details and supporting documents (including your full name, residential address and postcode, mobile number, email address, date of birth, and certain forms of identification), and other evidence and documentation we may ask you to provide, so that we may verify your identity. We will process this information in accordance with our [Privacy Policy](https://holyheld.com/legal/privacy-policy). **4.4.** We reserve the right to require you to provide us with additional information in order to verify your identity and/or require you to undergo a background check prior to being authorised to use Holyheld’s Services, or at any point thereafter, in accordance with applicable laws and regulations. **4.5.** You acknowledge and agree that we may make any inquiries that we consider necessary, either directly or through third parties, concerning your identity including, without limitation, requiring you to take steps to confirm ownership of your email address, verifying information against third party databases or through other sources. **4.6.** These inquiries and verification may involve the sharing of certain aspects of your information with third parties for the limited purpose of completing these inquiries and verification. Failure to provide any information that Holyheld reasonably requests from you may be grounds for suspending the provision of Services to you (including access to your Account) and/or terminating this Agreement. The nature and extent of the information you are required to provide may differ, for example, based on the Services provided to you under this Agreement and/or the means of payment you use. Once the registration process is completed, you will be able to utilize our Services. We ensure that the provision of our Services to any extent is based on fair and equal basis, without any discriminatory grounds as outlined in our description of [Non-Discriminatory Commercial Policy](https://holyheld.com/legal/non-discriminatory-commercial-policy). **4.7.** By opening an Account you represent and warrant to us that your opening of an Account does not violate any laws or regulations applicable to you. By using our Services, you agree and represent that you will use the Services only for yourself, and not on behalf of any third party. **4.8.** You are fully responsible for all activity that occurs under your Account. We may, in our sole discretion, refuse to open an Account for you, limit the number of Accounts that you may hold, or suspend or terminate any Account, and we are not required to provide you with the reasons for taking any such action. ## 5. $holytag **5.1.** By registering in our Platform, you will be given the possibility to choose and register a $holytag Name of your choice to identify your Account. Your $holytag Name will be unique and exclusive to you and your Account with us. You can choose any $holytag Name which has not been previously registered in our Platform, as long as the same does not contain any words considered to be immoral, scandalous, shocking, indecent, discriminatory, disgraceful, offensive, disreputable, violent or offensive to the conscience or moral feelings, or of any political or religious contents, in any language. **5.2.** We reserve the right to refuse the registration of any $holytag Name, and allocate a $holytag Name of our choice. You will have the right to at any time change the $holytag Name for any of your choice. ## 6. Holyheld Account Access **6.1.** In order to use your Holyheld Account you will need to verify the ownership of your Crypto-asset wallet address via EDSCA signature. **6.2.** You will also be required to set up two-factor authentication (**“2FA”**). **6.3.** You are the only person permitted to access your Holyheld Account using your Login Credentials and other required forms of authentication. **6.4.** You agree and understand that you are solely responsible (and you will not hold us responsible) for managing, monitoring, and maintaining the security of your login credentials and any other required forms of authentication, including your API keys. You further agree and understand that we are not responsible (and you will not hold us responsible) for any unauthorised access to or use of your Holyheld Account. **6.5.** If you suspect that your Holyheld Account or any of your security details have been compromised or if you become aware of any fraud or attempted fraud or any other security incident (including a cyber-security attack) affecting you and/or Holyheld, you must notify Holyheld Support as soon as possible using the Holyheld mobile application or website. ## 7. Wallet Creation via Holyheld **7.1.** You may optionally create a wallet address in the blockchain via the Holyheld app in order to interact with Holyheld or any other decentralized apps or protocols. **7.2.** This wallet address shall not be confused with your Holyheld Account.You may use other wallet addresses to create or access your Holyheld Account. **7.3.** You shall be the sole owner and responsible for any assets or activity regarding the wallet. **7.4.** You are the sole responsible for taking the necessary measures to secure, protect and backup the access credentials and your wallet properly, including securely storing any passwords or secret recovery phrases. You acknowledge that certain methods of storing your secret recovery phrase, such as saving it as a digital file on your personal device or in cloud storage, may increase the risk of your wallet or phrase being compromised. You agree not to share any passwords or secret recovery phrases associated with your wallet with us or any third party. Holyheld will not be held liable if you choose to share such information, whether intentionally or unintentionally. Holyheld assumes no responsibility for any theft of a secret recovery phrase resulting from unauthorized access to your personal device or cloud storage. **7.5.** In no event shall Holyheld, any of its affiliates, officers, shareholders and employees have any responsibility or liability arising out or related to the use of the wallet for any lost of access, profits, revenues, goodwill, direct or incidental, including but not limited to business interruption, malfunction, unauthorized access to the wallet. ## 8. Crypto-asset Orders **8.1.** We will process Crypto-asset orders in accordance with the instructions we receive from you. You should verify all transaction information prior to submitting instructions to us. We do not guarantee the identity of any user, receiver, requester, or other third-party and we will have no liability or responsibility for ensuring that the information you provide is accurate and complete.You cannot cancel, reverse, or change any transaction marked as complete or pending. At no point during the purchase, sale or swap will Holyheld be in possession or in control of your Funds or Crypto-assets. **8.2.** When you or a third party sends the Crypto-asset to a Holyheld Account from an external Crypto-asset wallet not hosted on the Platform, the person initiating the transaction is solely responsible for executing the transaction properly. **8.3.** All orders of Crypto-assets on our Platform are final and irreversible. We are not responsible for any losses incurred due to incorrect or unauthorized order. **8.4.** We may refuse to process or cancel any pending Crypto-asset order as required by law, regulation, or any court or other authority to which Holyheld is subject in any jurisdiction, if there is suspicion of money laundering, terrorist financing, fraud, or any other financial crime. **8.5.** The use of our Services may be subject to limits on the volume on any Fiat currency or Crypto-asset that you may engage in a given period. Order limits may vary depending on your payment method, verification steps you have completed, and other factors. We reserve the right to change applicable limits, as we deem necessary. **8.6.** USDC is the only Crypto-asset supported by Holyheld for the Crypto-asset exchange service. Other Crypto-assets might be used in the Holyheld Platform through third party smart contract integrations. Holyheld reserves the right to at any time terminate support for a specific Crypto-asset. **8.7.** During the utilization of the Services Holyheld is not the recipient of any ownership or custodial rights of any Crypto-assets. You remain the sole owner of your Crypto-assets at all times in your own Crypto-asset wallet. **8.8.** You acknowledge that the value of the Crypto-asset may vary. You agree to accept the rate when you authorise theCrypto-asset order. You will be able to purchase, sell, and swap Crypto-assets from and to us, through our website and the Platform subject to any [applicable fees](https://holyheld.com/legal/fees) and limits displayed during the purchase and sale flow. The price, exchange rate and amount of the Crypto-asset that you wish to purchase, sell, or swap will be confirmed to the best of our ability at the time that you place an Order. You acknowledge that you are aware that the price shown upon placement of the Crypto-asset order until it is final is valid within the respective validity window as outlined in our description of the [Crypto-Asset Pricing Methodology](https://holyheld.com/legal/crypto-asset-pricing-methodology). **8.9.** You can purchase supported Crypto-assets using Fiat currencies via Holyheld. You specifically authorise Holyheld to exchange Crypto-assets once the purchase order is placed and the funds are received by holyheld through our third-party service provider. You must confirm the exchange rate and quote provided by Holyheld in the Holyheld application and sign the transaction confirmation with your wallet. **8.10.** Holyheld will process the exchange of Crypto-asset transactions according to your instructions. You are the sole responsible for executing the transaction correctly, which may include paying fees to complete the transaction. **8.11.** By clicking “Buy crypto” or “Sell crypto” in the Holyheld app or Platform, you authorize Holyheld to initiate the Crypto-asset order at the quoted buy or sell price, including associated fees. **8.12.** Transactions marked as complete or pending cannot be canceled, reversed, or changed. **8.13.** The use of our Crypto-asset exchange services may be subject to limits on the volume of Fiat currency or Crypto-assets you can transact within a given period. **8.14.** Your order limits may vary based on your payment method, completed verification steps, and other factors. We reserve the right to change applicable limits as necessary. **8.15.** Holyheld may refuse to process or cancel any pending Crypto-asset order as required by law, regulation, or any authority in any jurisdiction if there is suspicion of money laundering, terrorist financing, fraud, or other financial crimes. **8.16.** Acceptance of an order does not guarantee that you will receive the corresponding amount of Crypto-asset or Fiat currency. The Crypto-asset order is conditional upon actual receipt by us of the Funds from you or the Crypto-asset from your wallet, as well as payment of any applicable fees. **8.17.** Subject to clause 8.16 and the order being honored by your bank, card provider or other relevant party, Crypto-asset purchases will be credited to the Crypto-asset wallet provided by you at the time of the order as soon as possible once the Crypto-asset purchase has been confirmed by the Crypto-asset network. Holyheld will send you purchased Crypto-assets on the relevant blockchain. Once submitted to a Crypto-asset network, a Crypto-asset purchase will be unconfirmed for a period of time pending sufficient confirmation of the order by the Crypto-asset network and your wallet provider. Crypto-asset orders that are in a pending state will not be credited to your Account until confirmed. **8.18.** Subject to clauses 8.16, 8.19, Crypto-asset sales shall be processed upon receipt of the Crypto-asset from you after you have confirmed the order. Once submitted to a Crypto-asset network, a Crypto-asset sale will be unconfirmed for a period of time pending sufficient confirmation of the order by the Crypto-asset network. Once the Crypto-asset sale is confirmed, Fiat currency will be credited to your account or other relevant party. **Transmission delays** **8.19.** Holyheld will use good faith efforts to fulfill orders at the time that you place such orders. However, from time to time, it may be necessary for us to delay fulfillment of an order until such time as we are able to process the order. In such cases, we will notify you prior to the completion of your order both: - **8.19.1.** the amount of Crypto-asset you will receive; and - **8.19.2.** the price at the time of fulfillment (including applicable fees). **8.20.** Holyheld does not have any control over transaction times for a Crypto-asset network and there may be instances where transaction times may take longer than usual. As such, you accept the risk that an order facilitated by us may be delayed and you confirm that you will not hold Holyheld responsible for any losses, damages or injury arising out of or related to such delay that are outside of Holyheld control. ## 9. Prohibited Use of the Holyheld Platform **9.1.** You agree not to use our Platform for any illegal, fraudulent, or unauthorized activities. You also agree not to engage in any activities that could damage, disable, overburden, or impair our Platform or interfere with other users' use of our service. **9.2.** The Holyheld Platform is not provided to, and may not be used in any jurisdiction where the provision or use thereof would violate applicable laws and regulations. **9.3.** If you reside in any jurisdiction where the use of the Platform would violate any of the laws or regulations of the jurisdiction in which you reside, you agree to refrain from using the Platform in any manner that would violate any of the laws and regulations of your jurisdiction. ## 10. Risks Associated with Crypto-asset Orders **10.1.** By acknowledging these Terms and Conditions, you understand that Crypto-asset related operations involve a high level of financial and security risk. Crypto-assets may experience frequent price volatility. Legislative and regulatory changes or actions may adversely affect the use, transfer, exchange, and value of Crypto-assets; **10.2.** You understand that: - Crypto-assets in your Account are not subject to deposit insurance protection; - Crypto-assets are not legal tender; - Transactions in Crypto-assets may be irreversible, and, accordingly, losses due to fraudulent or accidental transactions may not be recoverable; - Holyheld may rely on third party service providers which may fail to execute the contracted services; - Crypto-asset exchange services are subject to anti-money laundering compliance and registration requirements under the Bulgarian law and under the European Union’s Laws. - Once you have placed an order, it cannot be canceled or recalled. - All orders are final and cannot be refunded. - Once an order has been processed and the Crypto-asset sent to your wallet, it cannot be recalled or retrieved under any circumstances. - You hereby agree that all purchases, sales, and swaps of Crypto-asset are final and you will not be entitled to any credit or refund. Holyheld‘s obligation towards you will be absolutely discharged upon delivery of the Crypto-asset to your Account and wallet associated with it or Fiat funds to your bank account or Card and you shall have no claim or right against Holyheld upon such delivery. - Crypto-asset orders are irreversible. It is your sole responsibility to be vigilant of any fraud or mistake and to keep your wallet key(s) safe. Holyheld will not issue refunds, regardless of reason including whether you were the victim of fraud, mistake or loss of wallet key(s). - If an order for a swap fails for any reason, including if we have to re-quote a swap quote to you because of price volatility and you reject the re-quote, then there will be an automatic refund to you if applicable, less any applicable fees. **10.3.** You agree and understand that you are solely responsible for determining the nature, potential value, suitability, and appropriateness of these risks for yourself, and that Holyheld does not give advice or recommendations regarding Crypto-assets, including the suitability and appropriateness of, and investment strategies for, Crypto-assets. You agree and understand that you access and use the Holyheld Platform at your own risk; however, this brief statement does not disclose all of the risks associated with Crypto-assets and using the Holyheld Platform. **10.4.** You should therefore carefully consider whether such use is suitable for you in light of your circumstances and financial resources. You should be aware that you may sustain a total loss of relevant funds, and that under certain market conditions, you may find it difficult or impossible to liquidate a position. ## 11. Payment of Taxes **11.1.** We do not provide tax advice and you agree that you will determine any tax implications associated with your use of, and any orders you may initiate using the Platform. You should consult an accountant, lawyer, or tax authorities in your jurisdiction to determine any tax implications. **11.2.** Your order history is available through your Holyheld Account. It is your sole responsibility to determine whether, and to what extent, any taxes apply to any orders you conduct through the Services, and to withhold, collect, report and remit the correct amount of tax to the appropriate tax authorities. ## 12. License and Intellectual Property **12.1.** We grant you a limited, nonexclusive, non-transferable and non-sub licensable license to access and use the Platform solely for informational, order placement, or other approved purposes and reserve all other rights in the Platform, including without limitation, our websites, APIs, and other content. You agree you have no other rights beyond this limited license. **12.2.** Subject to the foregoing, you agree you will not copy, transmit, distribute, sell, resell, license, de-compile, reverse engineer, disassemble, modify, publish, participate in the transfer or sale of, create derivative works from, perform, display, incorporate into another website, or in any other way exploit any content or other part of the Platform for any purpose. You also agree that you will not frame or display any part of the Platform without our prior written permission and that you will not use our trademarks without our permission. You further agree that you will not use any part of the content on our site for commercial purposes without obtaining a license to do so from us or our licensors. ## 13. Fees **13.1.** We may charge fees for certain services on our Platform. By using our Platform, you agree to pay the [Holyheld Fees](https://holyheld.com/legal/fees). Fees can be adjusted at any time. We will send a notification of the applicable fees whether on the Holyheld Account orders. **13.2.** We may charge network fees to process a Crypto-asset order. We will calculate the network fee at our discretion, although we will always notify you of the network fee at or before the time you authorise the order. **13.3.** Non-payment of fees may cause your order to remain in a pending state outside of our control and we are not responsible for delays or loss incurred as a result of an error in the initiation of the order and have no obligation to assist in the remediation of such order. ## 14. Privacy Policy Our privacy policy outlines how we collect, use, and protect your personal information. By using our platform, you agree to our [Privacy Policy](https://holyheld.com/legal/privacy-policy). ## 15. Disclaimer of Warranties **15.1.** We provide our Platform on an “as is” and “as available” basis. We make no representations or warranties of any kind, express or implied, regarding the reliability, accuracy, or completeness of our Platform. **15.2.** We make no representations about the accuracy, order, timeliness, or completeness of historical Crypto-asset price data available on the Platform. **15.3.** We will make reasonable efforts to ensure that Crypto-asset orders, requests for debits and credits involving your Holyheld Account, bank accounts, debit cards are processed in a timely manner but we make no representations or warranties regarding the amount of time needed to complete processing which is dependent upon many factors outside of our control. **15.4.** Specifically, to the fullest extent permissible under applicable law, we do not give any implied warranties of title, merchantability, fitness for a particular purpose and/or non-infringement. We do not make any promises that access to the Platform, any of the Services, or any of the materials contained therein, will be continuous, uninterrupted, timely, or error-free. **15.5.** Any materials, information, view, opinion, projection, or estimate presented via the Platform is made available for informational purposes only and is subject to change without notice. You must make your own assessment of the relevance, timeliness, accuracy, adequacy, commercial value, completeness, and reliability of the materials, information, view opinion, projection, or estimate provided on the Platform. ## 16. Limitation of Liability **16.1.** We shall not be liable for any direct, indirect, incidental, special, or consequential damages arising from the use or inability to use our Platform. **16.2.** We are not liable for any damage or interruptions caused by any computer viruses or other malicious code that may affect your computer or other equipment, or any phishing, spoofing or other attack. We advise the regular use of a reputable and readily available virus screening and prevention software. You should also be aware that SMS and email services are vulnerable to spoofing and phishing attacks and should use care in reviewing messages purporting to originate from us. **16.3.** You agree to indemnify us, our affiliates and service providers, and each of our, or their, respective officers, directors, agents, employees, and representatives, in respect of any costs (including attorneys' fees and any fines, fees or penalties imposed by any regulatory authority) that have been reasonably incurred in connection with any claims, demands or damages arising out of or related to your breach and/or our enforcement of these Terms and Conditions. **16.4.** Where we do not own or control the underlying software protocols that govern the operation of Crypto-assets supported on our Platform, we assume no responsibility for the operation of the underlying protocols and we are not able to guarantee the functionality or security of network operations. **16.5.** Where we are considering a specific claim relating to a specific order Holyheld’s liability to you in case of breach of these Terms and Conditions will be further limited to the order amount in dispute. **16.6.** In addition to the liability cap above, in no event shall Holyheld, our affiliates or service providers, or any of our or their respective officers, directors, agents, employees or representatives, be liable for any of the following types of loss or damage arising under or in connection with this Agreement or otherwise: - If you claim that we failed to process a Crypto-asset order properly, your damages are limited to no more than the supported Crypto-asset at issue in the order; - any loss of, or damage to, reputation or goodwill; any loss of business or opportunity, customers or contracts; any loss or waste of overheads, management or other staff time; or any other loss of revenue or actual or anticipated savings, whether direct or indirect, even if we are advised of or knew or should have known of the possibility of the same; - any loss of use of hardware, software or data and/or any corruption of data; including but not limited to any losses or damages arising out of or relating to any inaccuracy, defect or omission of Crypto-assetprice data; any error or delay in the transmission of such data; and/or any interruption in any such data; and - any loss or damage whatsoever which does not arise directly as a result of our breach of this Agreement (whether or not you are able to prove such loss or damage). **16.7.** We are not liable for any breach of the Agreement, including delays, failure in performance, or interruption of Service, where they arise directly or indirectly from abnormal and unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all effects to the contrary, nor are we liable where the breach is due to the application of mandatory legal rules. ## 17. Termination You agree that Holyheld reserves the right to suspend, terminate and deactivate your Holyheld Account or access to our Platform, including any related services (i.e., Card services provided by our partner) at any time, without notice, justification or liability, including in case of: applicable regulatory or judicial decision; pending litigation as so determined by the court or any governmental entity; in case of any illegal, fraudulent, or suspicious activity; and/or in case of any suspected misuse of the Holyheld Platform or the user credentials. ## 18. Communications **18.1.** Any questions, concerns, complaints or further correspondence regarding the present Terms and Conditions shall be addressed to our email . **18.2.** For Privacy and Data Protection matters please refer to the email . **18.3.** For KYC/AML compliance questions please contact . ## 19. Amendments **19.1.** We reserve the right to modify these terms and conditions at any time and without notice. By continuing to use our platform, you agree to be bound by any changes to these terms and conditions. **19.2.** We may amend these Terms and Conditions, any agreement incorporated by reference, or our fees at any time by posting the amended version on the Platform, emailing it to you, or communicating it to you through the Platform. Each amended version will be effective as of the time it is posted, and your continued use of our services after the posting of an amended version constitutes your acceptance of the amended version. **19.3.** We will inform you of any upcoming amendments by e-mail and through the Platform at least 60 (sixty) days in advance. If you do not agree to be bound by the updated Terms and Conditions, your sole and exclusive remedy will be to close your Account within 60 (sixty) days of the notice date and your access or use of the Services will be permitted only to the extent necessary to immediately close your Account. You acknowledge that you may close your Account without making any trades or transactions using the Service, and that any such actions are not necessary to close your Account. Your non-termination or continued use of the Service after such 60 (sixty) days period will constitute your acceptance of the updated Terms and Conditions as of the notice date. ## 20. Non-assignment **20.1.** These Terms and Conditions are personal to you and you cannot transfer or assign your rights, licenses, interests and/or obligations to anyone else. We may transfer or assign our rights licenses, interests and / or our obligations at any time, including as part of a merger, acquisition, or other corporate reorganisation involving Holyheld, provided that this transfer or assignment does not materially impact the quality of the services you receive. Subject to the foregoing, these Terms and Conditions will bind and insure to the benefit of the parties, their successors, and permitted assigns. You reserve the right to terminate the Terms and Conditions with immediate effect in the event we transfer and/or assign the Agreement. **20.2.** In case Holyheld is acquired by or merged with a third-party entity, we reserve the right, in any of these circumstances, to transfer or assign the information we have collected from you and our relationship with you (including these Terms and Conditions) as part of such merger, acquisition, sale, or other change of control. **20.3.** If you are unsatisfied with the Services of ours or in case you have any concerns in relation to the Services, please contact us via web or mobile applications support section or via email . For further details on how to file a complaint, please refer to our summary of a [Complaints Handling Policy](https://holyheld.com/legal/complaints-handling-policy). **20.4.** In case we cannot handle your claim or you are not satisfied with our feedback provided, You may handle the complaint to the National Revenue Agency (NRA) and / or file the complaint with other institutions. All disputes arising from these Terms and Conditions will be aimed to be settled by the negotiations between you and us. If the disputes resulting from these Terms and Conditions could not be settled by the negotiations within one month, the dispute will be solved in the courts of the Republic of Bulgaria. Consumer residents in Bulgaria can also seek further information and advice on their rights by visiting the State Consumer Rights Protection Authority. ## 21. Miscellaneous **21.1.** These Terms and Conditions, including documents and links referenced constitute the entire understanding and agreement between you and Holyheld and it supersedes any and all prior discussions, agreements, and understandings of any kind (including without limitation any prior versions of these Terms and Conditions), and every nature between and among you and Holyheld. **21.2.** If any provision of these Terms and Conditions is determined to be invalid or unenforceable under any applicable law, this will not affect the validity of any other provision. If any provision is found unenforceable, the unenforceable provision will be severed, and the remaining provisions will be enforced. Our failure to insist upon your strict compliance with any term or provision of these Terms and Conditions shall not be construed as a waiver for you to not comply with such term or provision. **21.3.** All provisions of these Terms and Conditions that by their nature extend beyond the expiration or termination of these Terms and Conditions, including, without limitation, the sections relating to suspension or termination, disputes with Holyheld, your liability, the indemnity, and general provisions will continue to be binding and operate after the termination or expiration of these Terms and Conditions. ## 23. Governing Law These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Bulgaria. # Privacy Policy - Holyheld onchain debit card legal information **Last Update: 31.12.2025** Holyheld Digital Limited, registered in Bulgaria under 204937129 with its registered office at address at Sofia, 33 Simeonovsko Shose Blvd., fl. 1, Bulgaria is the data controller responsible for the collection of your personal data. This privacy policy (“Privacy Policy”) provides an insight into how Holyheld (“Holyheld”, “We”, “us”, “our”) and all platforms affiliated with Holyheld, including but not limited to the Holyheld Websites, and Applications (collectively “Platform”) collect, share or use personal data about you (“user(s)”, “You”, “your”) with connection to the Platforms. It describes how the Company collects, uses, and discloses Personal Data that we obtain from users of the Platform and any account by services provided through the Platform as well as other collected personal data, and how we use and disclose that information. For purposes of this Policy, “Personal Data” refers to information supplied by a person from which the identity of such person may be directly or indirectly determined. The Privacy Policy, together with our [Terms and Conditions](https://holyheld.com/legal/terms-and-conditions) (“Terms”) governs the processing of your personal data and is applicable to all the information collected through the Platforms, upon the use of such Platforms, (collectively, the “Services”). By registering for and using the Platform, you confirm that you are aware that your Personal Data will be handled as described in this Policy and the Terms and Conditions applicable to the Platform (the “Service Agreement”). Capitalized terms used herein shall have the same meaning as set forth in the Service Agreement. This Policy supplements the other notices and is not intended to override them. Terms used within it shall have the meaning(s) given in the Regulation (EU) 2016/679 (General Data Protection Regulation (GDPR)), as applicable. This Policy describes how we collect, use, share, retain and safeguard Personal Data. This Policy also helps you to understand your legal rights to your Personal Data and explains our lawful basis for processing Personal Data and who to contact should you have a query on the collection and use of your Personal Data. ## What Personal Data we collect and how we collect it? We collect and process Personal Data about you directly from you when you contact us, register to use the Platform, or submit such information as a part of the Know-Your-Client (“KYC”), as well as automatically through your use of the Platform. We may also collect or receive Personal Data from third party service providers, state institutions or other persons that may have a legal ground to provide the Personal Data to us. Personal Data that you provide to us. This includes Personal Data about you that you provide to us, for instance when you open an account (the “Account”) with us. The nature of the services you are requesting will determine the kind of Personal Data we might ask for, though such information may include (by way of a non-exhaustive list): - Identification Information: Full name, date of birth, nationality, gender, signature, utility bills, photo verification, telephone number, home address, and email address. - Formal Identification Information: Government issued identity documents such as passport, driver’s license, national identity card, taxpayer identification number, passport number, and/or any other information deemed necessary to comply with our legal obligations under financial or anti-money laundering laws. - Financial Information: Bank account information, payment method information, transaction history, and tax identification. - Biometric Data: includes a scan of face geometry, which we use for your identification. - Employment Information: includes your employment history, education background and income levels. - Other Personal Data: Any information that you choose to share on a Platform which may be considered Personal Data. - Personal Data that we collect or generate about you. This includes (by way of non-exhaustive list): - any information regarding the services purchased and/or used on the Website and our interactions with you; - information about the transactions you make on our Services, such as the name of the recipient, your name, the amount, type of currency, and timestamp; - online identifiers, IP (internet protocol) address, computer and connection information, device type and unique device identification numbers (e. g. IMEI number, MAC address), bandwidth, mobile network information, mobile operating system and type of mobile browser, and other technical data collected through cookies and other similar technologies that uniquely identifies your browser; - usage data such as authentication data and security questions; and - any information you choose to provide to us, for example, through support messages, and emails. - Information we obtain from other sources. This includes the Personal Data provided to us by third-party service providers, agencies or other publicly available sources where applicable. The main types of third parties we receive your Personal Data from are: - Public Databases, ID Verification Partners in order to verify your identity in accordance with applicable law. ID verification partners like Sumsub and Idenfy use a combination of government records and publicly available information about you to verify your identity. Such information may include your name, address, job role, public employment profile, government-issued ID, credit history, status on any sanctions lists maintained by public authorities, and other relevant data. - Blockchain Data, including through the use of third party transaction and wallet screening service providers, to ensure parties using our Services are not engaged in illegal or prohibited activity and to analyse transaction trends for research and development purposes. Please note that if you are acting as an authorized individual on behalf of a User and are providing Personal Data for such User, you are responsible for ensuring that you have all required permissions and consents to provide such Personal Data to us for use in connection with the Platform and that our use of such Personal Data you provide to the Platform does not violate any applicable law, rule, regulation or order. We use different methods to collect Personal Data from and about you including through: - Direct interactions - You may provide us with your Personal Data by filling in forms or by corresponding with us via our Website or by post, phone, email or otherwise. This includes Personal Data you provide when you: - apply to use our services; - create an Account on our Platform; - log into the User’s account on the Platform and / or make transactions; - lodge a support query. - Third parties or publicly available sources We may receive Personal Data about you from various third parties and public sources as set out below: - Our partner who shares your Personal Data with us so that (a) you can use our services on their behalf; and (b) they can pay money to you (for example, your salary if you are their employee or payment for goods and/or services if you are their supplier); - Electronic Identity Verification providers from data brokers or aggregators based inside or outside the EU; - We may also record and verify personal identity documents such as passports electronically; - Identity data and contact data from publicly available sources based inside the EU; - In order to provide contracted services, we may need to verify details with Credit Reference agencies, anti-Fraud agencies, Sanction screening and politically exposed persons (PEP) listings. ## Data We Collect Automatically When you use the Platform, our servers automatically record information using cookies and other tracking technologies, including information that your browser sends whenever you visit the Platform or your mobile application sends when you’re using it. This log data may include your Internet Protocol address, the address of the web page you visited before coming to the Platform, your browser type and settings, the date and time of your request, information about your browser configuration and plug-ins, language preferences, and cookie data. In addition to log data, we may also collect information about the device you use for the Platform, including what type of device it is, what operating system you’re using, device settings, unique device identifiers, and crash data. Whether we collect some or all of this information may depend on what type of device you’re using and its settings. We may combine this information with other information that we have collected about you, including, where applicable, your full name, username, email address, and other Personal Data. Geolocation. If you have provided permission through your mobile device to allow us to collect location information through a mobile application, we may obtain your physical location information in terms of latitude and longitude from technologies like GPS, Wi-Fi, or cell tower proximity. You are able to withdraw your permission for us to acquire such physical location information from your mobile device through your mobile device settings, although we do not control this process. If you have questions about how to disable your mobile device’s location services, we recommend you contact your mobile device service provider or the mobile device manufacturer. ## Lawful basis for processing Personal Data We process your Personal Data using one of the following legal basis: - Performance of a contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract; - Legitimate interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your Personal Data for our legitimate interests. We do not use your Personal Data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us; - Legal requirement means processing your Personal Data where it is necessary for compliance with a legal or regulatory obligation that we are subject to; - Consent means processing your Personal Data using your written consent. Note that we may process your Personal Data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground, we are relying on to process your Personal Data. Generally, we do not rely on consent as a legal basis for processing your Personal Data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us. ## How is the information used? We may use the collected Personal Data for the following purposes: - Providing services to you, which include, but are not limited to open an account, operating and managing the services; performing services requested by you such as responding to your comments, questions, and requests, and providing information support; sending you technical notices, updates, security alerts, information regarding changes to our policies, and support and administrative messages; detecting, preventing, and addressing fraud, breach of Terms, and threats, or harm; and compliance with legal and regulatory requirements. - Process payments. We use your Personal Data to make payments and/or receive funds through your payment devices and by the Platform. We use and share your Personal Data with Electronic Money Institutions, banks, and financial service partners, such as banking intermediaries, international payment service providers and regulated distribution agents. - Direct marketing and business activities in relation to our services, including but not limited to newsletters sending, updates, marketing communications and other information that may be of interest to you; - complying with legal and regulatory obligations, including KYC/AML requirements, e.g. to verify your identity we may use and share your Personal Data with credit-checking/reference agencies and fraud prevention agencies. - monitoring the use of Platforms for business purposes which may include analysis of usage, measurement of site performance and generation of marketing reports; - for legitimate business interests, such as business research and analysis, managing our Platforms and Services, asset protection, debt management; - looking into any complaints or queries; - preventing and responding to actual or potential fraud or illegal activities; - operating our Platforms, customer support, marketing and research services related to the Platforms; - Cookies used are strictly necessary for the safe and secure functioning of the Platforms and Services; - Protecting the security and integrity of the Services; improving the Services and other websites, apps, products and services. - exercising or defending any legal rights; ## How do we share the Personal Data? Affiliates. We may disclose the information we collect from you to our affiliates or subsidiaries solely for the purpose of providing the Platform to you; however, if we do so, their use and disclosure of your personally identifiable information will be maintained by such affiliates and subsidiaries in accordance with this Policy. Service Providers. We may disclose the information we collect from you to third-party vendors, service providers, contractors or agents who perform functions on our behalf (e.g. auditors, accountants, lawyers, credit-checking/reference agencies and fraud prevention agencies, banking institutions), provided such third parties have agreed to only use such information to provide services to us. These third parties will be subject to appropriate data protection obligations and they will only use your Personal Data as described in this Privacy Policy; Business Transfers. If we are in negotiations with, or are acquired by or merged with another company or entity, if substantially all of our assets are transferred to another company or entity, or as part of a bankruptcy proceeding, we may transfer the information we have collected from you to the other company or entity. In Response to Legal Process. We also may disclose the information we collect from you in order to comply with the law, a judicial proceeding, court order, or other legal process, such as in response to a subpoena. To Protect Us and Others. We also may disclose the information we collect from you if we believe it is necessary to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the safety of any person, violations of our Service Agreement or this Policy, or as evidence in litigation in which we are involved. Aggregate and De-Identified Data. We may collect, process, analyse and share aggregate or de-identified information about Users with third parties and publicly for product development, marketing, advertising, research or similar purposes. ## How is your information secure? We ensure that your Personal Data collected by us is subject to appropriate technical and organizational security measures to help protect your Personal Data from unauthorised access, use, disclosure, alteration or destruction consistent with applicable data protection laws. Nevertheless, you are responsible for using the secure internet connection and the transmission of information via third party networks. As per the PCI DSS security standard requirements we regularly conduct external vulnerability scanning services operated by an Approved Scanning Vendor (ASV) duly qualified by the PCI DSS, that uses specialist security tools to find any weaknesses or holes in our systems that hackers may attempt to exploit. Professional Advisors - we share information for audits and legal compliances with our professional advisors. Security and Compelled Disclosure - Information stored by us is shared with public officials for legal compliance enforcement and authorised security concerns. We only store your information for a limited period of time and strictly only for as long as is necessary for the relevant purpose and/or for as long as it is necessary to comply with legal obligations, laws or regulations. Fulfilling your Requests - we may share your information with you with your consent at your request or direction. Notwithstanding the above, we may share information that does not identify you (including information that has been aggregated or de-identified) except as prohibited by applicable law. We have put in place procedures to deal with any suspected Personal Data breach and will notify you and any applicable regulator of a breach where we are legally required to do so. ## How do we use cookies? We employ cookies on our platform solely and strictly as necessary to facilitate the secure provision of our services to you, ensuring essential functionality such as session management, authentication, and data integrity on our Platform. Our Platform may contain links to third-party websites. Any access to and use of such linked websites is not governed by this Policy, but instead is governed by the privacy policies of those third-party websites. We are not responsible for the information practices of such third-party websites. You may instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use our Service. ## How do we store or transfer information? The Personal Data collected by us may be transferred to and processed in countries in the European Economic Area (“EEA”) . We will take all necessary steps to ensure that your Personal Data is treated securely and in accordance with this Privacy Policy. In all such transfers, we may rely on standard contractual clauses or other applicable security measures for data transfer inside EEA and will protect and process your Personal Data as described in this Policy. ## For how long do we keep your data? We retain your Personal Data as long as you maintain an Account on the Platform. We will cease to retain your Personal Data, or remove the means by which the Personal Data can be associated with particular individuals, as soon as it is reasonable to assume that: - the purpose for which that Personal Data was collected is no longer being served by its retention; and - retention is no longer necessary for legal, accounting or business purposes. Please note that certain laws may require us to retain records of transactions or accounts for a certain period of time. To determine the appropriate retention period for Personal Data, we consider the amount, nature, and sensitivity of the Personal Data, the potential risk of harm from unauthorized use or disclosure of your Personal Data, the purposes for which we process your Personal Data and whether we can achieve those purposes through other means, and the applicable legal requirements and recommendations. ## How do we protect and ensure your rights? You are entitled to a certain number of legal rights concerning the Personal Data we may hold about you. These rights can be exercised at any time by contacting us. The following rights apply regarding the collection of your Personal Data: Right to Access: you have the right to access your Personal Data stored with us, how we use it, and who we share it with. Right of Portability: you have the right to receive a copy of all your Personal Data stored by us in a structured, commonly used and machine-readable format and/or request transfer of the same to a third party, in certain circumstances and with certain exceptions. Right to Rectification: you have the right to correct any inaccurate Personal Data. Right to Deletion of Data and Right to be Forgotten: In certain circumstances, you have the right to delete your Personal Data stored with us. There may be circumstances where you ask us to erase Personal Data, but we are legally entitled to retain it; in such circumstances, the same shall not be erased. Right to Restrict processing: you have the right to require us to stop processing the Personal Data we hold about you, other than for storage purposes, in certain circumstances. Right to Objection: you have the right to object to our processing of your Personal Data. There may be circumstances where you object to or ask us to restrict the processing of Personal Data, but we are legally entitled to refuse that request. Withdrawal of consent: Where we rely on consent to process your Personal Data, you have the right to withdraw this consent at any time. In certain circumstances it may be lawful for us to continue processing without consent if we have a legitimate reason (other than consent) for doing so. Right not to be the subject only to automated processing, including profiling. You have a right to demand that processing of your Personal Data would be reviewed by a real person and to object to the decision made by automated means. Right to submit an appeal on the actions or inactions of us, related to the implementation of the data subject's rights to the Data Protection authority that is located in member state of the European Union where you reside The aforementioned rights are not absolute and may be limited by law. Please note that notwithstanding the foregoing, there may be circumstances in which we are unable to accommodate a request to edit, update, access, or delete an account profile or Personal Data. This includes but is not limited to: - any basis where such request can be denied under applicable law; - where we need to retain the information to comply with international or national laws or for accounting or tax purposes; - where we need to comply with a civil, criminal, or regulatory inquiry, investigation, subpoena, or summons by state, or local authorities; - where we need to cooperate with law enforcement agencies concerning conduct or activity that the business, service provider, or third party reasonably and in good faith believes may violate laws; - where we need to retain information to exercise or defend legal claims; - where the information contains legal privilege or proprietary information of another party; or where complying with the request would compromise others’ privacy or other legitimate rights. We try to respond to all legitimate requests without undue delay, but no later than within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. Our response period can be extended by up to two additional months, considering the complexity and number of requests. You will be informed of the extension within one month of making the request, along with the reasons for the delay. If we determine that we cannot respond to any request in any particular instance, we will provide you with an explanation of why that determination has been made and a contact point for any further inquiries. To protect your privacy, we will take commercially reasonable steps to verify your identity before responding to any request under this provision, including complying with any applicable legal requirement for verifying your identity. If a representative wishes to exercise data subject rights on behalf of a data subject, they must provide a valid authorization document (e.g. Power of Attorney) as proof of authorization. ## Children under 18 Our Platform is not designed for children under 18. If we discover that a child under 18 has provided us with Personal Data, we will delete such information from our systems. ## Contact Us: For further information on the collection, use, disclosure, transfer or processing of Personal Data or the exercise of any of the rights listed above, please contact Holyheld by sending an email to our appointed Data Protection Officer (DPO) at . If you have complaints about how we process your Personal Data, please contact us and we will respond to your request as soon as possible. ## Changes to this Policy This Policy is current as of the Last Update set forth in the beginning of the Policy. We may change this Policy from time to time, so please be sure to check back periodically. We will post any changes to this Policy on the Platform. If we make any changes to this Policy that materially affect our practices with regard to the Personal Data we have previously collected from you, we will endeavor to provide you with notice in advance of such change by highlighting the change on our Platform or providing a push notification through the Website (you should make sure your Website settings allow for such push notifications) or sending an email that you have provided in your Account, (for this reason you should make sure to update your account information promptly if it changes). # AML Policy - Holyheld onchain debit card legal information **Last Update: 31.12.2025** This document is a summarized overview of Holyheld Digital Limited (“Holyheld”) procedures for prevention of money laundering (“ML”), financing of terrorism (“FT”) and other forms of illicit activity. Holyheld is authorised to provide crypto-asset services and is registered as a virtual asset service provider in Bulgaria. Holyheld Digital Limited is supervised for anti-money-laundering and counter-terrorist-financing purposes by the National Revenue Agency (NRA) and the State Agency for National Security (DANS), in accordance with Bulgarian law and applicable EU regulations, including Regulation (EU) 2023/1114 on Markets in Crypto-Assets (MiCA), and complies with the Money Laundering, Terrorist Financing and Transfer for Funds Regulations 2017 as amended. ## Risk-Based Approach Holyheld takes a risk-based approach (“RBA”) towards assessing and containing the money laundering and terrorist financing risks arising from any customer’s transactions according to Holyheld’s implemented risk management framework, controlled by a certified risk manager. Holyheld performs a risk-based due diligence by collecting any necessary information and documentation on each prospective customer in order to assess the risk before entering into a customer relationship, or when attributing a risk profile. The customer risk profile will be revised periodically upon knowledge of the client identification and its activities. ## Customer Due Diligence Customer due diligence (CDD) measures are required for verifying the identity of a new or existing Customer as a well-performing risk-based ongoing monitoring of the Customer Relationship. The CDD measures are taken and performed to the extent necessary considering the Customer’s risk profile and other circumstances in the following cases: - upon establishment of the Customer Relationship and during the ongoing monitoring of the Customer Relationship; - upon verification of information gathered while applying due diligence measures, or in the case of doubts as to the sufficiency or truthfulness of the documents or data gathered earlier while updating the relevant data; - upon suspicion of Money Laundering or Terrorist Financing, regardless of any derogations, exceptions or limits provided for in the Holyheld AML Policy and applicable legislation. Holyheld does not establish or maintain a Customer Relationship and does not perform any transaction if: - Holyheld is not able to take and perform any of required CDD measures; - Holyheld has any suspicions that Holyheld’s services or transaction will be used for Money Laundering or Terrorist Financing; - the risk level of the Customer or of the transaction does not comply with Holyheld’s risk assessment. Each Customer is assigned a documented individual risk level which shall form the basis for follow-up measures, and which is followed up and updated when necessary. Upon the application of CDD measures, Holyheld acquires the knowledge, understanding and assertion that has enough information about the Customer’s identity, activities, purpose of the Customer Relationship and of the transactions carried out, and origin of the funds, so that Holyheld understands the Customer’s purpose, thereby taking into account the Customer’s risk level, the risk associated with the Customer Relationship and the nature of such relationship. ## Simplified Due Diligence Simplified due diligence (SDD) measures are applied where the Customer’s risk profile indicates low risk level of ML/TF. SDD measures must not be carried out in the circumstances where enhanced due diligence measures (as described below) must be carried out. Where, in the course of performing ongoing monitoring of the Customer’s Relationships, it is established that the risk of ML and/or TF is no longer low, Holyheld must apply the relevant level of CDD measures. ## Standard Due Diligence Standard due diligence measures are applied to all Customers where CDD measures must be applied in accordance with Holyheld’s Policies. The following standard due diligence measures should be applied: - identification of the Customer and verification of the submitted information based on information obtained from a reliable and independent source; - identification and verification of a representative of the Customer and their right of representation; - understanding of Customer Relationship, transaction or operation and, where relevant, gathering information thereon; - gathering information on whether the Customer is PEP, their family member or a person known to be close associate; - monitoring of the Customer Relationship. The CDD measures specified above must be applied before establishing the Customer Relationship or performing any transaction. ## Enhanced Due Diligence In addition to standard due diligence measures, Holyheld applies enhanced due diligence (EDD) measures in order to manage and mitigate an established risk of Money Laundering and Terrorist Financing in the case where the risk is established to be higher than usual. Holyheld applies EDD measures, when: - the Customer’s risk profile indicates high risk level of ML / TF; - upon identification of the Customer or verification of submitted information, there are doubts as to the truthfulness of the submitted data, authenticity of the documents; - where cross-border correspondent relationships are commenced with the Customer, which is financial institution of Third Country; - in the case of performance of transaction or Customer Relationship with the PEP, the family member of the PEP or a person known to be the close associate of the PEP; - where transaction or Customer Relationship are carried out with natural persons residing in high-risk Third Countries as identified by the European Commission; - the Customer is from such country or territory or their place of residence or seat or the seat of the payment service provider of the payee is in a country or territory that, according to credible sources such as mutual evaluations, reports or published follow-up reports, has not established effective AML/CFT systems that are in accordance with the recommendations of the FATF. Prior to applying EDD measures, Holyheld ensures that the Customer Relationship or transaction has a high risk and that a high-risk rate can be attributed to such Customer Relationship or transaction. Above all, Holyheld assesses prior to applying the EDD measures whether the features described above are present and applies them as independent grounds (that is, each of the factors identified allows application of EDD measures with respect to the Customer). Holyheld shall notify about EDD measures applied within 2 working days after the start of applying of the EDD measures by sending relevant notification to the compliance Officer. In the case of application of EDD measures, the Holyheld reassesses the Customer’s risk profile no later than every six months. ## Customer Identification The Holyheld identifies the Customer who is a natural person and retains the following data: - name(s) and surname(s); - personal number; - citizenship; - photograph; - signature. The following valid identity documents which contain data specified above may be used as the basis for the identification of a natural person: - an identity document of the Republic of Bulgaria; - an identity document of a foreign state; - a residence permit in the Republic of Bulgaria; - a driving license issued in a state of the European Economic Area in accordance with the requirements laid down in Annex I to Directive 2006/126/EC of the European Parliament and of the Council of 20 December 2006 on driving licenses (recast). The Customer, who is a natural person, cannot use a representative in the course of customer relationship with the Company. The Holyheld does not accept legal entities as Customers. Holyheld uses data from a reliable and independent third party service provider to confirm that the personal data and information provided by the Customer is true and correct. ## Politically Exposed Persons The Holyheld shall take measures to ascertain whether the Customer, or the representative of this Customer is a PEP, their family member or close associate or if the Customer has become such a person. The Holyheld shall request from the Customer information to identify if the Customer is a PEP, their family member or close associate (e. g. providing the Customer with an opportunity to specify the relevant information when collecting data about the Customer). The Holyheld shall identify close associates and family members of PEPs only if their connection with PEP is known to the public or if the Holyheld has reason to believe that such a connection exists. ## Identification of purpose of the customer relationship or of a transaction Holyheld shall understand the purpose and nature of the establishing Customer Relationship or performing a transaction. Regarding the services provided, Holyheld may request from the Customer information for understanding the purpose and nature of the Customer Relationship or transaction. Holyheld also applies additional measures and collects additional information to identify the purpose and nature of the Customer Relationship in cases where there is a situation that refers to high value or is unusual; and/or where the risk and/or risk profile associated with the Customer and the nature of the Customer Relationship gives reason for the performance of additional actions in order to be able to appropriately monitor to Customer Relationship later. ## Customer relationship monitoring Holyheld shall monitor established Customer Relationships where ongoing due diligence (ODD) measures are implemented by regularly checking and updating the documents, data and information collected within the course of the implementation of CDD measures and updating the Customer’s risk profile. The regularity of the checks and updates must be based on the risk profile of the Customer. The collected documents, data and information must also be checked if an event has occurred which indicates the need to update the collected documents, data and information. Holyheld shall identify the source and origin of the funds used in transaction(s) if necessary. The need to identify the source and origin of funds depends on the Customer’s previous activities as well as other known information. The identification of the source and origin of the funds used in a transaction can be performed in specific cases. ## Sanctions Implementation Upon the entry into force, amendment or termination of any Sanctions, Holyheld shall verify whether the Customer, or a person who is planning to have the Customer Relationship or transaction with them is a subject of Sanctions. Holyheld shall perform the Sanctions’ verification on an ongoing basis in the course of an established Customer Relationship. The frequency of the ongoing verifications depends on the Customer’s risk profile. ## Refusal of Transaction and Customer Relationship Termination Holyheld is prohibited to establish a Customer Relationship and the existing Customer Relationship or transaction shall be terminated when: - Holyheld suspects Money Laundering or Terrorist Financing; - it is impossible for the Holyheld to apply the CDD measures, because the Customer does not submit the relevant data or refuses to submit them or the submitted data gives no grounds for reassurance that the collected data are adequate; - the Customer which capital consists of bearer shares or other bearer securities wants to establish the Customer Relationship; - the Customer who is a natural person behind whom is another, actually benefiting person, wants to establish the Customer Relationship (suspicion that a person acting as a front is used); - the Customer´s risk profile has become inappropriate with the Company´s risk assessment (i. e. the Customer´s risk profile level is “prohibited”). ## Reporting Holyheld must suspend the transaction disregarding the amount of the transaction (except for the cases where this is objectively impossible due to the nature of the Monetary Operation or transaction, the manner of execution thereof or other circumstances) and must report to the NRA on the activity or the circumstances that they identify in the course of economic activities, and whereby Holyheld has established that the Customer is carrying out a suspicious transaction; and/or knows or suspects that assets of any value are obtained directly or indirectly from criminal activity or participation in such activity. ## Training Holyheld ensures that its employees, its contractors and others participating in the business on a similar basis and who perform work tasks that are of importance for preventing the use of the Company’s business for Money Laundering or Terrorist Financing (‘Relevant Persons’) have the relevant qualifications for these work tasks. When a Relevant Person is recruited or engaged, the Relevant Person’s qualifications are checked as part of the recruitment/appointment process by carrying out background checks, which is documented using a special standard form assessing Employee suitability. In accordance with the requirements applicable to the Holyheld on ensuring the suitability of Relevant Persons, the Holyheld makes sure that such persons receive appropriate training and information on an ongoing basis to be able to fulfil the Company’s obligations in compliance with the applicable legislation. ## Data Processing and Logbooks Holyheld shall keep a registry of all relevant data regarding Holyheld’s potential Customers, Customers and their activities during the Customer Relation. The data shall be retained for 8 years after the expiry of the Customer Relationship or the completion transaction. The data related to the performance of the reporting obligation must be retained for 5 years after the performance of the reporting obligation. The correspondence of a Customer Relationship with the Customer must be retained for 5 years from the date of termination of transactions or Customer Relationship. Holyheld implements all rules of protection of personal data upon application of the requirements arising from the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 and other applicable law. Holyheld is allowed to process personal data gathered upon CDD implementation only for the purpose of preventing Money Laundering and Terrorist Financing and the data must not be additionally processed in a manner that does not meet the purpose, for instance, for marketing purposes. ## Compliance Officer Holyheld appointed a Compliance Officer, who acts as a contact person of the NRA and performs the ML/TF duties and obligations on behalf of Holyheld. The Compliance Officer reports directly to the management board and has the competence, means and access to relevant information across all the structural units of Holyheld. The duties of Holyheld Compliance Officer include: - Organisation of the collection and analysis of information referring to possible unusual transactions or transactions or circumstances suspected of money laundering or terrorist financing - Reporting to the NRA in the event of suspicion of money laundering or terrorist financing; - Periodic submission of written statements on compliance with the requirements arising from the law to the management board of Holyheld; - Performance of other duties and obligations related to compliance with the requirements of Holyheld; - Updating internal policy documents, business and client risk assessment regularly. # Fees - Holyheld onchain debit card legal information **Last Update: 19.03.2025** # Holyheld Rewards - Holyheld onchain debit card legal information **Last Update: 28.04.2023** ## 1. How to Participate As a Holyheld verified User you are eligible to participate in different campaigns launched by Holyheld. Participating is free of charge and only accessible to $holytag holders. By taking part in any campaign you expressly agree to these, but also the General Terms and Conditions, as well as to any decisions made by Holyheld regarding in the course of any campaign. All Holyheld decisions are binding and definitive. ## 2. Rewards Holyheld Rewards are subject to the fulfillment of all conditions for participating and/or winning any campaign. Holyheld may, at its sole discretion, decide who shall be granted a Reward, as well as change the criteria and conditions of the campaign, including its nature, and/or cancel it, at any time, without justification. In case of a user not accepting the Reward, for any reason, Holyheld may decide, at its sole discretion, to grant the Reward to any other Holyheld User. Rewards are limited to one Reward per Holyheld verified User per campaign. Participants that have been rewarded in the past will not be eligible for future campaigns. ## 3. Campaigns Holyheld may at any time announce the launch of different marketing campaigns, for the sole purposes of promoting the use of the platform and growth of the Holyheld community. These campaigns may be launched in any social media platforms or directly to verified Holyheld Users. Holyheld reserves also the right to choose any platform for any communications regarding the campaigns, as well as for the announcement of granting any Reward. ## 4. Indemnification All Holyheld verified Users agree to indemnify and hold harmless Holyheld from any and all liability for any claims, damages, or losses of any kind and to release all rights to bring any claim, action or proceeding against Holyheld arising out of, in connection with, or relating to: - the participation in any campaign - any copyright, trademark, or any other intellectual property-related infringement or cause of action arising from or related to the campaign, the Reward, or any advertising and marketing communications - any technical errors - any errors regarding the communication or administration of any campaign, including the launch terms, identifying or announcing any User or Winner, any technical or malfunction of computer systems, or on account of any technical problems. Users agree that Holyheld’s liability will be limited, in any case, to the value of the Reward. Holyheld shall not be held responsible if the campaign cannot take place, or if the Reward cannot be granted, namely due to delays, interruptions or failures due to any events outside of the control of Holyheld. The use of any automated technology to subvert the participation of any user is prohibited and any entries received by such means will be void. Holyheld reserves the right in its sole discretion to disqualify and exclude any User that is considered by Holyheld (i) to have tampered with the Participation on the Campaign; (ii) threaten or harass Holyheld, other User or the overall community; (iii) display defamatory contents or (iv) to be acting in violation of these and the General Holyheld Terms and Conditions. ## 5. Risks Users understand and acknowledge the risks associated with the holding and use of crypto assets. Holyheld shall not be held responsible, in any case, for any action of any User resulting in direct or indirect losses or any other, or resulting from the holding and use of crypto assets. ## 6. Cancellation Holyheld reserves the right to cancel the campaign at any time or to amend the terms and conditions, without prior notice without any justification. If, for any reason the campaign is not capable of running as planned by any reason outside of the control of Holyheld, in a way that may corrupts or affects the administration, security, fairness, integrity or proper conduct of the campaign, Holyheld reserves the right, in its sole discretion, to cancel, terminate, modify, or suspend the campaign entirely, or in part. ## 7. Miscellaneous The invalidity or unenforceability of any provision of these Terms and Conditions will not affect the validity or enforceability of any other provision. In the event that any provision of the Terms and Conditions is determined to be invalid or otherwise unenforceable or illegal, the other provisions will remain in effect and will be construed in accordance with their terms as if the invalid or illegal provision were not contained herein. Due to regulatory matters, some campaigns may not be available in your region. # Holyheld Cashback Rewards - Holyheld onchain debit card legal information **Last Update: 25.05.2023** ## 1. Cashback Rewards You can earn and accumulate cashback rewards by spending with your holyheld card, claimable on-chain, that can be later used to off-ramp with the card. ## 2. Eligibility As an active and verified holyheld customer you are granted a percentage of your purchase amount spent with your holyheld card, credited back in your card in USDC as a reward. ## 3. Earning Cashback Rewards You earn cashback rewards on every purchase at different rates, depending on your holyheld card option: - holyheld classic 0.5%; - holyheld limited Edition 0.5%; - holyheld metal 1%. The cashback rewards are earned on every full cent spent on each purchase. The value of each purchase will be rounded down before Cashback rewards are calculated. cashback reward amounts earned will also be rounded to the nearest USDC unit. Cashback reward amounts are displayed and can only be claimed in USDC, through any supporting blockchain network. The cashback rewards calculation and accumulated amounts will be updated daily after the successfully completed transaction. The calculation will only be available after executing a transaction. ## 4. Redemption of Cashback Rewards You are able to claim your cashback rewards from within the holyheld application, by generating your own independent transaction. Cashbacks can be claimed partially or in full, considering the accumulated amount at the day of your claim after 30 days of each purchase. Cashback rewards shall be paid exclusively to the wallet you solely own and manage your holyheld card. No cashbacks will be earned on fees paid to holyheld, incoming funds or transfers, SEPA transfers, balance transfers, cash advances, purchases or exchange transactions outside holyheld and any amounts that are subsequently re-credited to your holyheld card account by way of refunds, or other types of credit of funds. If cashback rewards are earned on a transaction that is later refunded, those cashback rewards will be lost. ## 5. Expiration of Cashback Rewards Unless otherwise stated, cashback rewards will not expire if not redeemed while your holyheld account is active. ## 6. Changes to the Program Holyheld reserves the right to modify, suspend or cancel the Program at any time, without notice. This includes, but is not limited to, changing the rate at which cashback rewards are credited to your holyheld card and altering redemption methods. ## 7. Miscellaneous Participation in the Program constitutes acceptance of these Terms & Conditions. Any misuse of The Program, as determined by holyheld in its sole discretion, may result in termination of the user t’s account and forfeiture of earned cashback rewards. # Holyheld Complaints Handling Policy - Holyheld onchain debit card legal information **Last Update: 31.12.2025** This Summary provides a clear and comprehensive overview of the Complaints Handling framework of Holyheld Digital Limited (the **“Company”**). The Company is dedicated to delivering services and products of exceptional quality. Company’s goal is to ensure that every Client receives value, reliability, and a consistently positive experience. Continuous improvement is central to the operations, and Clients’ feedback plays an essential role in helping the Company achieve this. Should the Clients feel dissatisfied or believe that something has not met their expectations, the Company encourages Clients to submit a complaint. Every complaint is taken seriously, handled with care, and addressed as promptly and fairly as possible. ## 1. Purpose and Regulatory Alignment **1.1.** The Company ensures that all Complaints are handled **fairly**, **promptly**, **diligently**, **transparently**, **impartially**, and in accordance with EU and Bulgarian law. The Complaints Handling framework aims to: - **1.1.1.** protect Client rights; - **1.1.2.** identify and remediate service, process, or control deficiencies; - **1.1.3.** ensure consistent and high‑quality service standards; - **1.1.4.** comply with all supervisory and regulatory obligations; - **1.1.5.** contribute to continuous operational and governance improvement. **1.2.** The Complaints Handling framework applies to all Complaints received from eligible Complainants as set out below. ## 2. Eligible Complaints **2.1.** A Complaint may be submitted by: - **2.1.1.** any natural or legal person directly affected by the Company services; - **2.1.2.** any Client or potential Client; - **2.1.3.** any person to whom the Company owes a duty of care; - **2.1.4.** any duly authorised legal representative acting on behalf of a Complainant. **2.2.** Complaints from non‑clients are **accepted**, **acknowledged**, **and responded to**, even if the matter lies outside the Company’s direct control. ## 3. How to Submit a Complaint **3.1.** Complaints may be submitted free of charge via: - **3.1.1.** Email: ; - **3.1.2.** In‑app submission; - **3.1.3.** Postal mail to the Company’s registered office, available up-to-date on the Company’s website; - **3.1.4.** Other communication channels (e.g., social media, chat) — these will be formalised internally by the Company. **3.2.** Complaints may be submitted in: - **3.2.1.** English or Bulgarian (i.e. languages used by the Company to market or communicate its services); - **3.2.2.** any official EU language. **3.3.** All the communication with the Complainant will be conducted in English or Bulgarian languages (i.e. languages used by the Company for marketing and communication, list of which may be amended from time to time upon discretion of the Company). Company will communicate with Complainants in clear and plain language that is easily understandable, in writing by electronic means or, upon the Complainant’s request, in paper form. **3.4.** Use of the standard Complaint Form, available [here](https://holyheld.com/doc/Standard%20Complaint%20Filing%20Template.pdf){download="Standard Complaint Filing Template.pdf"} is encouraged but optional. **3.5.** For the Company to be able to address the Complaint efficiently, to raise the Complaint the Company asks to provide at least the following details: - **3.5.1.** full name and surname or legal entity details of Complainant (or representative of the Complainant), Client reference (if available); - **3.5.2.** contact information (phone number and email address); - **3.5.3.** description of the issue; - **3.5.4.** relevant dates; - **3.5.5.** supporting evidence (optional); - **3.5.6.** service or transaction affected; - **3.5.7.** other important circumstances related to the Complaint. ## 4. Acknowledgement of Receipt **4.1.** The Company acknowledges all Complaints within 2 business days, providing: - **4.1.1.** a unique Complaint ID; - **4.1.2.** contact details of the responsible case handler; - **4.1.3.** the date the Complaint was received; - **4.1.4.** applicable Complaint‑handling timelines; - **4.1.5.** confirmation that handling is free of charge; - **4.1.6.** a copy of the Complaint if submitted electronically; - **4.1.7.** reference to the location on Company’s website of summary details of Company’s Complaints Handling framework. **4.2.** If a Complaint is inadmissible, the Company communicates clear reasons for the decision. ## 5. Complaint Investigation **5.1.** Investigations follow a structured and transparent process: - **5.1.1.** classification of the Complaint into defined categories; - **5.1.2.** request for additional information where necessary; - **5.1.3.** factual analysis and review of relevant evidence; - **5.1.4.** cross‑departmental cooperation if the Complaint relates to AML, ICT, data protection, or conduct matters; - **5.1.5.** escalation based on severity, risk, or regulatory implications. ## 6. Complaint Resolution and Timelines **6.1.** The Company provides a final written response within: - **6.1.1.** 15 business days; - **6.1.2.** If delayed due to exceptional circumstances, an interim reply will be issued, specifying the reasons for the delay and indicating that final response will be provided within 35 business days. **6.2.** Final responses: - **6.2.1.** The final response will address all points raised in the Complaint and will provide a clear explanation supported by evidence, outline any corrective action or redress measures. The Company will aim to ensure consistency with previous determinations unless deviation is justified. The response will also explain escalation options to supervisory authorities. **6.3.** Outcomes of the Complaint resolution may include: - **6.3.1.** Upheld; - **6.3.2.** Partially upheld; - **6.3.3.** Rejected. **6.4.** Examples of redress may include issue remediation, technical assistance, fee corrections, or other appropriate measures. ## 7. Escalation to Supervisory Authorities **7.1.** Complainants dissatisfied with the Company’s final response may escalate their Complaint to: **7.2.** National Revenue Agency (NRA) - **7.2.1.** Must be submitted within 1 year of receiving the Company’s final response; - **7.2.2.** in Bulgarian or English language; - **7.2.3.** via the Electronic Government Portal (applicable for citizens and residents of the Republic of Bulgaria) or by filling in the application form as specified on the website of the Bulgarian National Bank and submitting it in writing or by contacting the Bulgarian National Bank at Knyaz Alexander I Sq. 1, 1000 Sofia, Republic of Bulgaria, or via email: . **7.3.** Commission for Consumer Protection - **7.3.1.** For consumer‑related matters; - **7.3.2.** in Bulgarian or English language; - **7.3.3.** via the Electronic Government Portal (applicable for citizens and residents of the Republic of Bulgaria) or by filling in the application form as specified on the website of the Commission for Consumer Protection and submitting it in writing or by contacting the Commission for Consumer Protection at Slaveykov Sq. 4A, 1000 Sofia, Republic of Bulgaria, or via email: . **7.4.** The Company’s final response includes detailed instructions, links, and contact details required to file escalations. **7.5.** Escalation does not prejudice the Complainant’s right to pursue other legal remedies. ## 8. Complaints Register & Record‑Keeping **8.1.** The Company maintains a secure, auditable Complaints Register that includes: - **8.1.1.** Complainant’s name and contact details; - **8.1.2.** method and date of receipt; - **8.1.3.** description and classification of the Complaint; - **8.1.4.** product or service involved; - **8.1.5.** investigation timeline and actions taken; - **8.1.6.** final decision and redress provided (if any); - **8.1.7.** date of final response; - **8.1.8.** retention of supporting documents. **8.2.** Records are retained for at least 5 years from the date of submission of the final answer to the Complainant. ## 9. Monitoring, Analysis, and Continuous Improvement **9.1.** The Company continuously analyses Complaint-handling data by monitoring processing times, timeline breaches, Complaint volumes and trends, systemic or recurring issues, root causes, and the consistency of outcomes. Correction and enhancement will be put into system, products and / or operational procedures aiming to prevent future errors and increase Clients’ satisfaction with Company’s services. ## 10. Other **10.1.** In case any questions arise, the Complainants can always contact the Company via email: or by raising the support ticket in-app. # Holyheld Non-discriminatory Commercial Policy - Holyheld onchain debit card legal information **Last Update: 31.12.2025** **1.** This Summary provides a clear and comprehensive overview of the Non-discriminatory Commercial Policy of Holyheld Digital Limited (the “Company”). The Company is dedicated to delivering services and products of exceptional quality. The company's goal is to ensure that every Client understands how the Company ensures fair, equal, and transparent access to its services, pricing, and commercial terms. ## 2. Purpose and Regulatory Alignment **2.1.** The Company is committed to treating all Clients fairly and without discrimination. The purpose of the Non-Discriminatory Commercial Policy is to ensure that: - **2.1.1.** access to the Company’s services is provided on objective, transparent, and proportionate criteria; - **2.1.2.** Clients in comparable situations are treated equally; - **2.1.3.** pricing, fees, and commercial terms are applied consistently; - **2.1.4.** any differentiation between Clients is objectively justified and documented; - **2.1.5.** the Company complies with applicable EU and Bulgarian legal and regulatory requirements, including MiCA and consumer protection rules. ## 3. Scope of Application **3.1.** The Policy applies to: - **3.1.1.** all natural and legal persons using or seeking to use the Company’s crypto-asset services; - **3.1.2.** all commercial interactions, including onboarding, access to services, pricing, fees, incentives, and commercial conditions; - **3.1.3.** all employees and decision-makers involved in commercial, pricing, marketing, and client-facing activities. ## 4. Principle of Equal Treatment **4.1.** The Company applies a principle of equal treatment to all Clients. **4.2.** This means that: - **4.2.1.** Clients in similar circumstances are offered the same services on the same terms; - **4.2.2.** no Client is favoured or disadvantaged without an objective and legitimate reason; - **4.2.3.** decisions are based on predefined criteria rather than subjective judgment. ## 5. Permissible Differentiation **5.1.** Differences in treatment may occur only where they are objectively justified. Such differentiation may be based on, for example: - **5.1.1.** the type of service requested; - **5.1.2.** transaction volumes or usage levels; - **5.1.3.** risk-based considerations (including AML/CTF, fraud prevention, or sanctions compliance); - **5.1.4.** regulatory or legal requirements; - **5.1.5.** operational or technical constraints. **5.2.** Any differentiated treatment must be: - **5.2.1.** proportionate; - **5.2.2.** documented; - **5.2.3.** consistent with internal policies and Applicable Legal Regulations. ## 6. Prohibited Discrimination **6.1.** The Company does not tolerate discrimination based on personal or arbitrary characteristics. **6.2.** In particular, the Company does not discriminate on the basis of: - **6.2.1.** nationality, ethnicity, race, or origin; - **6.2.2.** gender, age, disability, or health status; - **6.2.3.** political opinions, religious or philosophical beliefs; - **6.2.4.** any other protected characteristic under applicable law. ## 7. Pricing and Commercial Terms **7.1.** Pricing, fees, and other commercial conditions: - **7.1.1.** are defined in advance using transparent methodologies; - **7.1.2.** are applied consistently to Clients in comparable situations; - **7.1.3.** are disclosed clearly to Clients prior to the provision of services; - **7.1.4.** may vary only where objective criteria justify such variation. **7.2.** Any promotional offers, discounts, or incentives are applied according to predefined and documented rules. Applicable fees are available at [Holyheld Fees](https://holyheld.com/legal/fees), [Holyheld Rewards](https://holyheld.com/legal/holyheld-rewards), and [Holyheld Cashback Rewards](https://holyheld.com/legal/cashback-rewards). ## 8. Governance and Oversight **8.1.** The Company ensures effective oversight of non-discriminatory commercial practices through: - **8.1.1.** Management Board approval of the Non-Discriminatory Commercial Policy; - **8.1.2.** ongoing monitoring by Compliance and Risk functions; - **8.1.3.** internal controls and reviews of pricing and commercial decisions; - **8.1.4.** escalation and remediation mechanisms where deviations are identified. ## 9. Transparency and Client Communication **9.1.** The Company is committed to clear and transparent communication with Clients. **9.2.** Clients are informed about: - **9.2.1.** applicable fees and charges; - **9.2.2.** key commercial terms and conditions; - **9.2.3.** reasons for any material decisions affecting access to services, where permitted by law. **9.3.** Information is provided in clear and understandable language. ## 10. Complaints and Escalation **10.1.** Clients who believe they have been treated unfairly or in a discriminatory manner may submit a complaint under the Company’s Complaints Handling framework. **10.2.** Complaints: - **10.2.1.** are handled free of charge; - **10.2.2.** are investigated impartially; - **10.2.3.** are resolved within defined regulatory timelines; - **10.2.4.** may be escalated to supervisory or consumer protection authorities where applicable. **10.3.** Details on how to submit a complaint are available in the [Complaints Handling Policy](https://holyheld.com/legal/complaints-handling-policy). ## 11. Continuous Improvement **11.1.** The Company regularly reviews its commercial practices to: - **11.1.1.** identify potential inconsistencies or risks of discriminatory treatment; - **11.1.2.** improve transparency and fairness; - **11.1.3.** ensure ongoing compliance with evolving regulatory expectations. ## 12. Further Information 12.1. For further information, Clients may contact the Company via official support channels in Holyheld web or mobile application, or via email . # Holyheld Crypto-Asset Pricing Methodology - Holyheld onchain debit card legal information **Last Update: 31.12.2025** **1.** This Summary provides a clear and client‑friendly explanation of how Holyheld Digital Limited (the “Company”) determines prices for crypto‑asset exchange services. It is designed to help Clients understand, in plain language, how prices are formed, what factors may affect them, and how fairness and transparency are ensured. ## 2. Purpose of the Pricing Methodology **2.1.** The Company uses a structured and transparent pricing framework to ensure that: - **2.1.1.** crypto‑asset prices are determined in a fair, objective, and consistent manner; - **2.1.2.** prices reflect real market conditions at the time of the exchange; - **2.1.3.** Clients receive clear, executable quotes before confirming an exchange; - **2.1.4.** pricing practices comply with applicable EU and Bulgarian regulatory requirements, including MiCA. ## 3. How Prices Are Determined **3.1.** The Company applies a multi‑layer pricing process that combines: - **3.1.1.** data from multiple external market sources; - **3.1.2.** validation and quality checks on incoming price data; - **3.1.3.** aggregation and calculation mechanisms; - **3.1.4.** safeguards for exceptional market or technical conditions. **3.2.** Prices are generated at the time a **Client requests an exchange**. The Company does not publish fixed or pre‑set prices in advance. ## 4. Market Data Sources **4.1.** To determine base market prices, the Company collects price data from several independent external market data providers. **4.2.** Key principles include: - **4.2.1.** use of multiple data sources to avoid reliance on a single market; - **4.2.2.** prioritisation of reliable and liquid markets; - **4.2.3.** continuous monitoring of data quality and availability; - **4.2.4.** automatic fallback to alternative sources if a provider becomes unavailable. ## 5. Price Calculation and Validation **5.1.** Incoming market prices are subject to automated checks to ensure reliability. These checks include: - **5.1.1.** comparison across multiple sources; - **5.1.2.** detection of abnormal or inconsistent prices; - **5.1.3.** rejection or adjustment of unreliable data. **5.2.** Only validated prices are used to calculate exchange quotes presented to Clients. ## 6. Stablecoin Pricing **6.1.** For stablecoins (crypto‑assets designed to maintain a stable value), the Company applies additional safeguards. **6.2.** These include: - **6.2.1.** monitoring how closely the stablecoin tracks its reference value (for example, a currency peg); - **6.2.2.** assessing liquidity and observable market behaviour; - **6.2.3.** applying protective measures if significant deviations occur. **6.3.** If abnormal deviations persist, the Company may temporarily restrict or suspend exchanges involving the affected stablecoin. ## 7. Pricing of Crypto‑to‑Crypto Exchanges **7.1.** Where no direct market price exists between two crypto‑assets, the Company determines prices using indirect reference markets. **7.2.** This approach ensures that: - **7.2.1.** prices remain consistent with observable market values; - **7.2.2.** derived exchange rates are validated against multiple calculation paths; - **7.2.3.** abnormal discrepancies are detected and addressed. ## 8. Fees and Total Cost **8.1.** The price shown to a Client includes all applicable components before the exchange is confirmed. **8.2.** These may include: - **8.2.1.** the exchange rate based on market prices; - **8.2.2.** service fees applied by the Company; - **8.2.3.** network or blockchain transaction fees; - **8.2.4.** payment‑method‑related fees, where applicable. **8.3.** All fees are calculated transparently and disclosed to the Client before final confirmation. ## 9. Executable Quotes and Finality - **9.1.** When a Client requests an exchange, the Company provides a firm, executable quote that: - **9.1.1.** is valid for a short, clearly defined period; - **9.1.2.** includes the full price and applicable fees; - **9.1.3.** must be accepted by the Client to complete the exchange. **9.2.** Once a valid quote is accepted and confirmed, the exchange becomes final and binding. ## 10. Market Volatility and Exceptional Conditions **10.1.** Crypto‑asset markets can be volatile. To protect Clients and ensure pricing integrity, the Company applies safeguards such as: - **10.1.1.** temporary adjustments during periods of high volatility; - **10.1.2.** automated circuit breakers if prices become unreliable; - **10.1.3.** suspension of exchanges during severe market disruptions or technical issues. **10.2.** These measures are designed to prevent exchanges at distorted or unreliable prices. ## 11. Risk Management and Oversight **11.1.** The pricing framework is integrated into the Company’s overall risk management system. **11.2.** Oversight includes: - **11.2.1.** continuous monitoring of market and liquidity risks; - **11.2.2.** predefined limits and controls; - **11.2.3.** Management Board oversight of pricing methodology and material changes; - **11.2.4.** regular reviews to ensure ongoing fairness, accuracy, and regulatory compliance. ## 12. Transparency and Client Information **12.1.** The Company is committed to transparency. Clients are provided with: - **12.1.1.** clear price quotes before confirming an exchange; - **12.1.2.** information on applicable fees and costs; - **12.1.3.** visibility of any restrictions or suspensions affecting pricing or exchange services. ## 13. Further Information **13.1.** For further information, Clients may contact the Company via official support channels in Holyheld web or mobile application, or via email .