Reference

FAQ

Short answers to the questions people ask first.

Is Zold a bank? No. Zold is an app built by Zoldenburg. Your IBAN and your euros are issued and held as e-money by Monerium, a licensed e-money institution. Your balance sits in a smart wallet that only you can operate.

Is my money insured? E-money is not covered by a deposit guarantee scheme. Instead, the issuer must safeguard the full value of every EURe in issue and you have a legal right to redeem at par. Read Monerium's terms for the detail.

Can Zold freeze or move my money? Zold cannot move it: every payment is signed by you. Monerium, as the issuer, has the obligations of any regulated institution and may be required to act on your account by law.

What happens if Zold shuts down? Your wallet and your EURe are on a public network and your passkey owns the wallet. Your redemption right is against Monerium, not Zold.

Do I need to buy crypto or hold ETH? No. You use euros. Network fees are paid by Zold.

Can I have more than one device? Yes, if your passkey syncs (iCloud Keychain, Google Password Manager, a password manager). Each device also has its own device key for signing payments, created the first time you use the account there.

I lost my phone. See Security and recovery. If you chose Zoldenburg as your recovery guardian, start a recovery from the sign-in screen and contact support with the reference it shows; we check your identity and sign it. If you did not choose a guardian, Zoldenburg UG cannot recover your account — only your EURe balance can be recovered, from Monerium.

Why was my quote refused? Usually because a fresh market rate could not be fetched, or because the venue price was too far from the market. Try again in a minute. Zold never quotes from an old rate.

Why did my transfer go to Manual review? Something happened that should not be resolved automatically, such as a partner failing after it already held the funds. Your money is accounted for and someone will look at it. You will be contacted.

Can I hold dollars? Soon. A US dollar account with its own account and routing number is being added through Bridge, and sits in the same wallet as your euros. See Your US dollar account.

Can I pay in a currency other than euros? Cash pickup in Kenya pays out shillings. Other currencies open as their accounts become available; see Accounts and currencies.

Is my payment page private? No. See Your payment page.

Does Zold give tax advice? No. The invoicing tools stop you from producing an invalid document under the rules Zold encodes, and say exactly what they do not check. Your accountant decides the rest.

Who do I contact? support@zoldhq.com.