Find quick, step-by-step answers to all your questions—from opening an account and making payments to security settings and troubleshooting.

To use RedLeo services and open a RedLeo account, you must:

Here is a list of countries that we do not do business with yet*: Afghanistan; Albania; American Samoa; American Virgin Islands; Anguilla; Bahamas; Barbados; Belarus; Burkina Faso; Burundi; Cambodia; Cayman Islands; Central African Republic; Congo (Democratic Republic of the); Fiji; Gibraltar; Guam; Guinea; Guinea-Bissau; Haiti; Iran; Iraq; Jamaica; Jordan; Libya; Mali; Morocco; Mozambique; Myanmar; Nauru; Nicaragua; North Korea; Pakistan; Palau; Panama; Philippines; Russia; Samoa; Senegal; Seychelles; Somalia; South Sudan; Sudan; Syria; Tanzania; Trinidad and Tobago; Tunisia; Turkey; Turks and Caicos Islands; Uganda; United Arab Emirates; Vanuatu; Venezuela; Yemen; Zimbabwe;
*If you live in the above listed territories, your nationality or citizenship is one of the above territories, you are a resident, have registered property, established business or otherwise have relations with any of the territories mentioned above, unfortunately, we cannot work with you yet. Also, at the moment we do not accept private clients or representatives of the companies who are U.S. citizen, lawful permanent resident (e.g. "Green Card" holder) or hold narrow category (e.g. refugee, asylee and, etc) even if you hold the residence permit of any of the EU/EEA/EFTA countries.

To sign in to your RedLeo account, go to https://app.red-leo.com/auth/sign-in

To add additional security to your account, you may choose the 2FA (Two Factor Authentication) method: Log in to your RedLeo Account, click Security Settings and activate Google Authenticator. Download the Google Authenticator App on your smartphone and follow the instructions. Next login will require your Security Code from the app.

• Email: support@red-leo.com
• Consult now: fill out the consult now form on our website.

To prove your address please provide complete, high-quality, readable copies of one of the following documents:

• An ID that has your address on it (cannot be the same document used for verification);
• Residence permit with your address indicated on it.

Any of the following documents cannot be older than 90 days (3 months):

• Financial/Bank/Building Society/Credit Card statements (PDF or mailed);
• Utility bills: Water, Electricity, TV, Gas, Council Tax.

Any of the following documents cannot be older than 180 days (6 months):

• Official letters from government bodies, home office, treasury, revenue & customs, educational institutions;
• Real-estate lease agreement (signed by an official agency or registered in a public institution).

If you have another document proving your address that isn’t listed above, you may still submit it and our team will review it.

Note: all documents must contain your full address and match the date requirements above.

Adult industry: dating and escort services, pornography; Binary options; Casinos and auction houses; Charity; Financial Services (Retail, Private, Commercial Banking; Investment Banking; Trading; Securities; Broker/Dealer;
Debt collection; Cashback; Offshore banks; Foreign Exchange Services; LP and LLP incorporation;
Non-profit; Precious metals or stones; Shell companies; Shipping; Vehicle sellers; Weapons and chemicals.

All business and personal account holders will be subject to a fee schedule determined by their individual risk level. The applicable fees, including but not limited to monthly account maintenance charges, will be set at the sole discretion of Redleo, following the completion of compliance checks and a comprehensive risk assessment. Once your risk classification has been established, our Customer Support team will notify you by email with confirmation of your applicable tariff plan and associated fees.

What information and documentation are required when opening a business account:

General information:
• Your business email address and phone number – both must be confirmed with codes via email and SMS.
• Company’s representative’s personal information: name, last name, middle name, date of birth, personal identification code.

Also, you will be asked to submit the following documents:

• Extract from the Trade Register and Director’s Register (signed by the director and issued no more than 6 months ago);
• Shareholders Register (signed by the director and issued no more than 6 months ago);
• ID copies of directors and shareholders who own 25% or more of the company;
• Director’s ID or passport;
• License (if required for the business).

Note: official documents must be in English or Lithuanian and issued no more than 6 months ago. Translated documents must be notarized and bear an apostille.

Additional information
We may additionally request you to:
• provide the company’s source of income (Balance Sheets/Profit‐Loss statements, contracts, etc.);
• indicate the purpose of opening a business account;
• indicate types of transactions you plan to make;
• indicate who your business partners are;
• other.

We need this information so we can carefully review your application, open your account, and manage your transactions in compliance with all applicable laws.

Note: We strictly comply with the ML/TF directive and all applicable laws. Every business onboarding case is reviewed separately.

Please go carefully through all the information needed before registering and paying the onboarding fee, which is not refundable.

To create a business account at RedLeo, open the login page and click Open Account.

Please submit all the details prompted during the registration process and upload all the documents requested:

• Extract from the Trade Register and Director’s Register if it is not included in the Trade Register (document must be signed by the director and must be issued not more than 6 months ago);
• Shareholders Register (document must be signed by the director and must be issued not more than 6 months ago);
• ID copies of directors and shareholders who own 25% or more of the company;
• ID or Passport of the Director;
• License (if required for business).

Note: before onboarding you as a business client we may request additional documents.

Check out the business account registration video prior to the business account registration!

Also, you can read the information required for a business account registration here.

Note: Please carefully go through all information needed before registering and paying the onboarding fee, which is not refundable.

Please note that Personal and Freelancer account registration is not available yet. This feature will be launched shortly.

Once the feature is live, follow the steps below to register:

1. Access the Registration Page
   • Visit the RedLeo homepage
   • Click on Register
   • Select Personal Account
2. Step 1: Provide Basic Information
   • Enter your full name exactly as it appears on your identification document (include all names/surnames if applicable).
   • Provide your email address, which will be used to log in to your account.
   • Enter a mobile phone number where you can receive an SMS code for registration and login.
3. Step 2: Verification and Login Details
   • Enter the verification code sent to your phone.
   • Create a secure password (must include at least one uppercase and one lowercase letter, a number, and be a minimum of 8 characters).
   • Enter your Personal Identity Code from your ID document, or your date of birth if you do not have a personal code.
   • Select your country of citizenship (if you have a residence permit, you can specify it in the next step).
4. Step 3: Provide Address Information
   • Enter your permanent residential address (you may specify your residence permit country here if applicable).
   • If your contact address is the same as your permanent address, tick the checkbox labelled “Is the same as Permanent Residence.”
5. Step 4: Declare PEP Status
   • Indicate whether you are a Politically Exposed Person (PEP) or are related to one.
6. Step 5: State Your Occupation
   • Select your occupation: Employee, Business Owner, Freelancer/Self-employed, or Other.
7. Step 6: Declare Source of Funds
   • Select the source(s) of funds you expect to use with your RedLeo account (you may choose more than one).
8. Step 7: Final Declarations
   • Agree to the RedLeo Terms of Service and Privacy Policy.
   • Indicate if you consent to be contacted for marketing purposes.

To start using our services, you will have to verify your identity first. Our self-verification process is available 24/7 and you should be able to verify yourself within 5 minutes by using a national ID card or passport.

If you are using a computer without a camera or microphone, no worries – our system offers you 2 alternative ways to complete the identity verification:

1. Open the internet browser on your smartphone and simply paste the verification link. Follow the instructions on your phone.
2. Scan the QR code:
   • On iOS, point the Camera app at it.
   • On Android, use the Bixby-enabled camera app.

Here's how to enable your camera on Google Chrome, Mozilla Firefox, or Safari browsers:

In this article, you will find step-by-step instructions on what to do if you see a black screen on your mobile device (iOS & Android) when trying to go through the verification process.

The problem may be that you have not permitted us to access your camera and microphone. Here's how to fix it:

There could be a few reasons for this:

• You are using Edge or Internet Explorer. Veriff works best with Safari, Google Chrome, Firefox, or Opera.
• Your browser does not recognize your webcam and microphone or their use might be restricted. Check your browser settings, grant Veriff access, or look for a camera icon in the URL bar or a physical webcam toggle on your keyboard.
• You are using an older version of your browser. Update to the latest version and try again.
• Try restarting your computer. It may seem basic, but it can resolve many issues.

Unfortunately, you can not.
For security, privacy, and sometimes even legal reasons, verification has to be done through the verification method provided during the verification process.

There could be a few reasons for this:

• You are using Edge or Internet Explorer. Veriff works best with Safari, Google Chrome, Firefox, or Opera.
• Your browser does not recognize your webcam and microphone or their use might be restricted. Check your browser settings, grant Veriff access, or look for a camera icon in the URL bar or a physical webcam toggle on your keyboard.
• You are using an older version of your browser. Update to the latest version and try again.
• Try restarting your computer. It may seem basic, but it can resolve many issues.

You can receive money to your RedLeo account from other RedLeo users and other financial institutions by SEPA or SWIFT.

Any money you receive to your RedLeo account will be recorded in the transaction history section of your RedLeo account.

To receive a transfer, simply provide your IBAN account number and other necessary payment information. You can find it by logging in to your RedLeo in the Payment instructions section.

On your RedLeo account, you can find payment instructions for transfers from other parties to your RedLeo account.

Where can I find my personalized payment instructions?

1. On the main page of your RedLeo account, choose Deposit funds → Payments instructions.


2. On the opened page you will see the full list of payment instructions in different currencies. Choose the needed currency from the “Currency” column and click the “Open PDF” button.


3. Save or print the newly opened PDF file for your records and use as needed.

Internal RedLeo Payments:
Internal RedLeo payments between registered RedLeo accounts are transferred instantly.

SEPA Payments:
Standard payments are processed within 1 working day. Note that our working hours are 9:00–18:00 (Lithuania time).

We offer an option to execute European payments within the SEPA area.

How to create a SEPA payment:

1. Log in to your account and on the left-hand side choose Payments → European Payment.
2. Fill in all the required information. Be sure you enter the correct IBAN account number, as SEPA payments are executed by IBAN.
3. Once all information is provided, click Create and confirm your payment with the SMS code.

International payments in EUR are available in your personal area.

How to create an international payment:

1. Log in and click Payments → International payment.

2. In the General section, fill in:

• Currency for your payment;
• Amount;
• The fee is calculated automatically based on the ECB exchange rate (no extra margin).

3. Choose charge type (OUR, SHA, BEN) – see our fee types here.

4. For EUR payments, you can select priority: urgent (same-day if created before 13:00 Vilnius time) or standard (1 working day).

5. Enter full and correct beneficiary bank information.

6. (Optional) Tick Intermediary bank to route through a special bank and fill its details.

7. Add any supporting document to prove the payment (if applicable).

8. Click Create and confirm with the SMS code.

Contact us within 10 working days via Signed Message with date, amount, beneficiary, and agree to any cancellation fee.

If you want to edit or stop the SEPA type payment, you should contact us immediately via signed messages in your personal RedLeo area and provide us payment details:

• Date of payment
• Amount of payment
• Beneficiary
• Agreement to pay the fee

There are no limits on how many transactions you can make from your account per day or month. However, if you are planning on making a transaction larger than 100,000.00 euros (one hundred thousand euros), we kindly ask you to inform us in advance via email support@RedLeo.eu and attach documents proving your source of income.

OUR – the customer pays the fee of RedLeo and correspondent bank. However, additional fees may apply if during the transfer an intermediary bank or the beneficiary bank charges additional fees. In some cases the correspondent bank and/or the beneficiary bank does not regard the instructions of RedLeo, therefore the commission of such banks may be charged from the payment’s amount.

SHA – the customer pays RedLeo’s fees. The recipient covers payment-related fees of intermediary banks and the beneficiary bank.

BEN – the beneficiary pays RedLeo’s and other banks’ fees that are withdrawn from the transfer amount. The minimum payment amount is EUR 200 or equivalent in other currencies.

RedLeo applies only SHA-type fees for outgoing transfers in euro and other EEA* currencies** within the EEA. When making payments to an EEA country in euro or other EEA currencies, the beneficiary bank receives the full payment amount; the beneficiary bank’s fee can be withheld from the beneficiary if stipulated by their agreement. If BEN or OUR-type fee is specified in the payment order, RedLeo is entitled to change it to SHA.

RedLeo applies OUR and SHA-type fees for outgoing transfers in EUR and other currencies of the EEA outside the EEA; BEN-type fees do not apply for transfers in EUR.

* Member countries of the European Economic Area (EEA): Iceland, Norway, Liechtenstein, and 27 EU countries – Austria, Belgium, Bulgaria, Czech Republic, Denmark, France, Greece, Estonia, Ireland, Italy, Cyprus, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Finland, Spain, Hungary, Germany, Sweden, Croatia.

** Currencies of the European Economic Area (EEA): EUR, GBP, NOK, SEK, CZK, CHF.

EUR, GBP, BGN, CZK, DKK, PLN, HRK, NOK, RON, SEK, HUF, CHF.

Better exchange rates are available on business days during RedLeo’s working hours from 9:00 to 18:00 for transactions over 5000 euros.
The negotiable rate will be available to customers with pre-approved transactions over 30’000 euros. For customized exchange rates, please contact us through the Live chat in MyRedLeo before making the currency exchange order.
Note. Exchange rates may change within a day.

How to carry out the currency exchange?

1. Log in to your RedLeo account and click on Currency exchange.
2. Select the account from which you want to exchange money and then select whether you want to buy or sell it. If you want to sell, you must have an available balance in the selected currency.
3. Once you have selected the currency and the amount you want to buy/sell, click Sign. You will be asked to enter the code received via SMS.

Negotiable rate

1. If you are exchanging more than 30’000 euros, you will be asked to enter the negotiable rate that you agreed on with us. Click the Use negotiable rate box and enter the agreed rate below.
2. To get the rate, write us through LiveChat (icon in the bottom-right corner) and wait for the confirmed currency exchange rate.

If we asked you to prove your source of income, please send us by email the attached “Declaration of assets” form and provide full, high-quality, readable copies of any of the following documents:

• Payslips (bank statements from the past three months confirming the deposits)
• Receipt
• Bill
• Invoice
• Contract
• Bank/savings statements (that show the source of income and the account balance)
• Loan agreements (if the source of your funds is a loan)
• Sales contract (if the source of your funds is a sale)
• Reference to VAT and income tax returns
• Copies of audited accounts
• Public deeds
• Independent media reports or any other documents which may verify the transaction in question as well as its origin and purpose
• To verify your crypto as your source of income, cash out at an EU-licensed exchange, execute a SEPA transaction from that exchange, take a screenshot, and send it to us at compliance@red-leo.com.

Acceptable format: scanned documents, notarized documents, pictures, screenshots (as long as the original content is easily readable).

Note: all documents provided must be translated into English.

Cards – Available only for business users

If you are an active internet user or enjoy shopping online, you can choose to have a virtual card instead of a plastic card. Virtual cards allow you to execute e-commerce transactions (to purchase goods or services via the internet) without holding a physical card.

Only citizens or official residents of EEA countries are eligible to get a virtual card.

How to order a virtual card?

1. Log in to your RedLeo account. In the menu select Cards → All Cards.
2. In the upper right corner click Order New Card.
3. Submit the requested details for ordering a new card:
   • Make sure the Card Type you selected is Virtual.
   • Provide proof of address (see accepted documents).
   • Create and enter your own password for online payments (minimum 4 Latin letters or digits).
   • Choose the account number to charge any fees (if applicable).
4. Confirm your card order with the SMS code.

How to Use Your Virtual Card?

Once you have received your Virtual Card information via SMS, you can make online purchases.

Your full card information consists of two parts: the first six and last four digits of the card are stored in your personal account; the expiration date is visible there as well. The CVC2 code and the missing six digits of your card number will be sent to you via SMS.

To view your virtual card, log in, go to Cards → All Cards, and click “View” next to your virtual card. Combine the on-screen details with the SMS code to complete your purchase.

NOTE: It is forbidden to abuse, exploit, or circumvent any usage restrictions set by a service provider. For example, use only one RedLeo Card per provider for any free subscription or trial.

You can have as many virtual cards as you want.

Once you have money in your RedLeo account, you can top up your card.

1. Log in to your RedLeo account. In the menu choose Cards → Top-up card.
2. Select the account and card you wish to top up, enter the amount, and click Save.

Simple as that—your card will be topped up within 1 working day!

You cannot use your card to withdraw cash from an ATM.

This feature is under development.

If your card or contactless payments are not working or you are getting any error while trying to use your card, please take a photo of this error or note it down and report it to our team via live chat or email at support@red-leo.com.

First, log in to your personal RedLeo account and in the top-right corner click on your name and select Change Login Password.

Please note that your new password must be at least 8 characters long and contain:

• Uppercase letter (A–Z)
• Lowercase letter (a–z)
• Digit (0–9)
• Special character (e.g. ~`!@#$%^&*()+=_-{}[]\|:;”’?/<>,.)

Click Get SMS and confirm with the code you receive.

1. Open the main login page and click Forgot Password?
2. Enter the email you used to open your account and click Request.
3. You will receive password recovery instructions at that email address.

Contact details
If you would like to update your account details, such as your email address or phone number, please log in to your account and send us a request through the Signed Message.
Once you submit your request to change your email address or phone number, we will send you a confirmation code via email or phone number.

Name or surname
If you want to update your name or surname, please follow the same instructions found above and we will send you a verification link by email to confirm your name or surname changes.

Address
If you want to update your address, please follow the same instructions found above and attach a document providing your proof of address.

Transfer money from your card to your account by following the instructions below:

1. Log in to your RedLeo account and select Cards → Withdraw from the card.
2. In the Payment amount field, enter the exact balance on your card. In the example below, the outstanding balance is 23 EUR, so you would enter 23 EUR. Click Save.
3. Confirm the withdrawal by entering your payment password and the SMS code, then click Sign.

If you are interested in your transaction history, you can easily form a statement of your RedLeo account.

How to form the statement?

1. In your personal area choose Statement.
2. In the form, choose an account, set the period for the statement, and click Display to see the statement.
3. If you need a specific period, select For the whole period, then set the date range in the brackets on the right. If no dates are set, it will display from your account’s opening date.

This is an example of the displayed statement.

How to export the statement?

If you need to export the statement for external use, set the period and choose the format: CSV or PDF. The file will automatically download when you click the button.

• Change your password regularly and ensure that it is not reused across other online accounts;
• Contact customer support if anyone asks for your RedLeo password;
• Secure your account with Google’s recommended tips: support.google.com/accounts/answer/32040?hl=en;
• Complete all verification methods when logging into the system;
• Keep your email account secure, as you can use it to reset your RedLeo password. If you change your email or lose access, let customer support know immediately;
• Do not disclose your RedLeo password or customer reference number to third parties;
• Do not let anyone else access your RedLeo account or watch you logging in;
• Do not use any feature that stores or caches your login details in the browser or computer;
• Do not circumvent or disable the 2-step authentication process;
• You cannot use our services to test credit-card or money-transfer behaviors;
• If you suspect your credentials are compromised, contact customer support immediately and change your password or lock your card—delays may make you liable for any losses;
• You may authorize third parties to access your RedLeo account, but you remain fully responsible for any transactions they initiate.

Comments and Posting on Social Channels. Customers are welcome to open discussions on social media channels, however, RedLeo reserves the right to delete comments or posts that are believed to be disrespectful. We are open to receive feedback on our services or products, as long as it is not abusive to anyone or anything.

Customer Support on Social Media. You are welcome to request support for our services and products, but to protect your rights to personal and financial privacy, RedLeo does not answer questions concerning specific accounts through social media. If you need more than general customer support, please send us a support message through your account on the RedLeo website.

Privacy and Security. Please note that when you visit a RedLeo social media page, you are subject to all applicable terms of use and policies for that social media platform, including its privacy policy. You are also subject to RedLeo policies, as well as its privacy policies and the privacy policies of its partners, as stated in the RedLeo General Terms and Conditions policy. To additionally protect your privacy, do not include your, or anyone else’s, personally identifiable information, including but not limited to personal codes, account numbers, card numbers or images of cards, phone numbers, or email addresses in any comment or post. If you do include personally identifiable information, your comment or post may be deleted.

Leave your feedback
We are always interested in the improvement of our products and services, and willing to know your financial services needs.
If you have any suggestions or ideas, please write to us:
• By email: support@red-leo.com
• Or fill in the “Contact now” form on our website.

We work hard to make sure you never have cause to complain about our products or services. If you feel we have not lived up to this promise, we would like to hear from you. We see our mistakes as an opportunity to learn and improve for the future. We take all complaints very seriously and our promise to you is that we will investigate and deal with your complaint promptly and fairly.

HOW TO CONTACT US
Please contact our Customer Support team if you are unsatisfied for any reason. They will assist you on a variety of issues quickly and efficiently or redirect the issue to the appropriate department. Please email us at support@red-leo.com.

FORMAL COMPLAINT
If an issue is not resolved to your satisfaction by our Customer Support team, you may submit a formal complaint by email at compliance@red-leo.com. Please note that you should submit your complaint to us in writing, specifying the circumstances of the dispute and your claim. The application should be submitted no later than three (3) months since the violation of your rights and should be in English or Lithuanian languages.

When submitting a complaint, you must provide the following details:

• Your full name;
• Your RedLeo account number;
• The phone number associated with your account;
• The email address associated with your account;
• Full details of the circumstances giving rise to the complaint, including a full description of the issue, the date and time that the issue occurred, and your preferred method of resolution.

Please ensure that you identify any relevant documents (and provide copies of any documents that we do not already have in our possession) to allow us to properly consider your complaint.

After you have submitted your complaint, we will get back to you in writing via email within 3 business days and confirm that we are looking into your complaint. After receiving the full details of your complaint, we will promptly consider the matter and will provide you with our final response within 15 business days. In case we need to obtain any additional information to properly address the issue, we will contact you and identify what further information or documentation is required. Please note that any delay arising as a result of the provision of insufficient information with your complaint will not be taken into account when assessing whether a final response has been provided within 15 business days.

If we are unable to provide a final response to your complaint within 15 business days, we will contact you to explain the reasons for the delay and specify the date when you will receive a final response from us. In any event, we will provide our final response within 35 business days of the date the complaint was received.

Our final response will be clearly identified as such and will either:

• Accept your complaint and, if appropriate, offer you compensation;
• Offer you compensation as a gesture of goodwill without accepting your complaint;
• Reject your complaint and explain the reasons why;

BANK OF LITHUANIA
If our reply does not satisfy you or you do not receive a response within the above timeframes, you have the right to apply to the Bank of Lithuania within one year. If you fail to refer a complaint within this time frame, you will no longer be able to apply to the Bank of Lithuania regarding the dispute.

Please see more information and contact details here: Bank of Lithuania Dispute Resolution.