Frequently asked questions

Once the payment has been received and matched to your request; a crypto deposit also needs to be confirmed on its network. You are notified when it lands in your funding wallet, so there is no need to keep the app open.

A deposit is a request until the money behind it has arrived and been checked. A bank transfer is matched by the reference the app gave you, so always quote it, and tap I’ve sent it once you have paid.

Each deposit address only accepts the network shown where you copied it. If you sent on another chain, open a support ticket with the transaction hash. Recovery is sometimes possible, but it is never guaranteed.

A withdrawal, or a send to an address outside Pinnora, shows as in progress while it is processed, and you are notified once it has been sent. If it cannot be completed, the money returns to your funding wallet.

Yes. Withdrawals and sends to outside addresses count towards a daily limit, which starts again at midnight UTC; transfers to other members do not. The current limit is on the fees and funding page and in the app. If you need more, contact support.

Yes. Sending to another member by their @username is instant and free, and they are notified the moment it lands in their funding wallet. Like a withdrawal, it needs a verified identity.

A valid passport, driving licence or national ID card, a few personal and financial details, and a phone or computer with a camera: the document and a selfie are captured live, not uploaded from your photos. The app guides you through each step.

Withdrawals, sending money to other members or to outside addresses, and applying for business capital all need a verified identity. Until then you can still explore the app, deposit and invest.

Your legal name comes from the ID you verified, so it can only change by verifying again with an updated document. Changing any verified detail sends it back for a fresh check.

Yes, except the fixed part of a mixed deposit, which comes back when its term ends. Some plans hold redeemed money for a set number of days or charge a share of it in an early window; they say so before you join, and the app shows what you will receive before you confirm.

Your loan-to-value rises. Each loan shows its liquidation price; if the collateral falls that far, it can be sold to repay the loan, and whatever is left is paid to your funding wallet. Repaying the loan removes the risk at any time.

Yes. Repay the whole loan whenever you like, with no early-repayment fee, and your collateral goes back to your trading account at once.

An order placed from an asset’s page is a market order: it executes immediately at the price shown, and your cash is debited at the same moment. On the Trade page you can also place a limit order, which waits until the market reaches your price.

The funding wallet is where money arrives and leaves. The trading account is where you hold investments. Move anything between them instantly, and at no cost, with the Transfer button.

Once the friend who joined with your link has verified their identity and their approved deposits reach the qualifying amount. You both get the reward at the same moment, once per friend. Your link has to be used when their account is opened; it cannot be added later.

Change your password, which signs out every other device, then check the list of devices in the Security centre and open a support ticket so we can review the activity with you.

Yes. Add a passkey in the Security centre and you can sign in with Face ID, Touch ID or your device’s passcode instead of a password. The passkey stays on your device.

Sending money, withdrawing and adding a passkey need you to confirm it is you, with your password or a passkey, if you have not done so in the last ten minutes. Being signed in alone is not enough to move money out.

So that nobody can open an account with an address that is not theirs. Type the six-digit code from our e-mail into the app, or tap its link. Until then the account cannot be signed in to, and one left a week with nothing in it is removed.

It is how other members find you and pay you, so you never have to share an account number, and it is your referral code. You choose it once, before anything else.

Tap the currency chip on your balance card, or open Settings and choose Currency. Balances, prices and history convert; deposits and orders stay in US dollars.

Withdraw your balance, then open a support ticket asking us to close the account.