FAQ (Frequently Asked Questions) | i-Wallet

FAQ(Frequently asked questions)

Create an Account (Individual User)

1. How long does it take to open an account?

It only takes 3 minutes to open an account after authenticating your email address.
(Please add our email domain, iwl.world, in your email safe list then request for a new verification email to be sent to your email.)

After opening an account, you can receive and deposit money using internal transfer and bank wire immediately. Normal members can only have an accumulated payout of $1,000 (8,000HKD).

If you would like to upgrade as an Executive member, you need to submit KYC for verification purposes. Normally, it takes 2 – 3 business days. Depending on the volume of applications we receive, it may take more. If after one week and you still have not received any response or is still unapproved, please contact our Customer Service team for further assistance.

2. What are the KYC documents?

KYC stands for "Know Your Customer". These are your identification documents(passport, driver's license, etc.) and proof of address (public fee receipts, resident card, etc).

  • Your identification documents
    This can be a document issued by your government or public agency. It must clearly show your name, gender, face photograph, date of birth, expiration date or date of issue (The expiration date must be more than three months or the issue date must be within three months). Example: passport, driver's license, Basic Resident Register card, etc.
  • Your address verification documents
    This can be a document issued by your government, financial or public institutions. It must clearly show your name, expiration date or date of issue (The expiration date must be more than three months or the issue date must be within three months).
    Example: driver's license, resident card, health insurance card, public fee receipt such as a bank statement

Your document must not exceed 5MB. And the following file formats are accepted: jpg, jpeg, pdf, png, and gif.
The document review will be completed within 1– 2 business days.
Please note that your uploaded documents must be colored, shows clear images and readable details in order to be accepted.

3. How many accounts can I create?

Only one account can be created per person. If you already have made multiple accounts, we will combine them as one account.

4. I have not received my authentication mail, what should I do?

Please check your Spam/Junk folder as it may have been filtered inadvertently by your email provider. If the email is not in your Spam/Junk folder, confirm if the setting can receive iwl.world domain mail and safelist mail, so then you can authenticate your email by changing your password through "Forgot your password"

Deposit & Withdrawal

1. How can I make a deposit?

You can top-up money to your iWallet account through the following:

  1. Deposit via international bank transfer

    You may send funds through international money transfer from your bank account to our designated account. Once we receive the money, it will be reflected on your iWallet account. We currently support seven currencies (USD, EUR, JPY, GBP, SGD, HKD, CNY).

    Please kindly keep the remittance proof until funds have been reflected to your iWallet account.(This document can help you if you have any inquiry regarding your transaction)

    When depositing funds via money transfer, please make sure to include in the message field the symbols "IWL" and your iWallet account number. (Example: If the account number is 12345678, please enter IWL12345678)

    Kindly note that if the iWallet account number is not indicated in the deposit, the funds will not be reflected into your iWallet account. If there is an error on the deposit, please contact our Customer Service team as soon as possible along with the remittance proof.

    Kindly note if you do not input "IWL" in the massage field. We might notcredit the funds into your iWallet account. Please don’t forget "IWL" before your account No.

    Funds sent through bank transfer will be reflected into your iWallet account balance within 3 - 4 business days. However, it can also take up to 1 - 2 weeks, depending on the bank’s processing time especially when you transfer for the first time or relay the bank. If after one week the funds are not reflected in your iWallet account, please contact our Customer Service team for further assistance.

    An individual customer can only process money-in and money-out from a bank account under the same name registered on iWallet. However, we allow money-in from official money transfer firms (We accept payment only from the regular remittance substitution company which can enter your iWallet account number and name in the message column).

  2. Deposit via credit/debit card

    Top up funds to your USD, EUR, GBP or JPY account balance using your credit/debit card and it will be reflected immediately on the selected currency.

    This option is only available for executive members. Log in to your account and submit your updated KYC documents in order to be verified as an executive member.

    Please purchase with your OWN credit card. Third-party cards, including cards from family members, will not be accepted. Credit card payments may be subjected to certain restrictions set by your bank, which are beyond our control; and in such cases, please contact the issuing bank/company directly.

  3. Deposit by purchasing a voucher through a local JP bank

    You can load money to your iWallet account by purchasing a voucher. The voucher can be settled through our designated local banks in Japan. As soon as we receive the money from the bank, the amount of the voucher you purchased (minus the transaction fee) will be instantly credited to your account in JPY currency.

    ※ This option is only available for executive members living in Japan.

    ※ Please use the bank account details provided to settle the payment. Be careful when providing the account number. iWallet will not be liable for any funds not reflected on the iWallet account due to customer’s inconsistency.

    ※ The maximum deposit amount is 500,000 JPY per month (exclusive of transaction fee). Please be careful not to exceed the limit.

    ※ Keep the remittance statement as it is necessary when making an inquiry or follow-up on your deposit.

    ※ A transfer fee may be assessed by your bank when paying for the voucher.

    ※ If you deposit after 3pm or on a Saturday, Sunday, national holiday, and other bank holidays, the amount will be reflected on your iWallet account the following working day. If you fail to receive it in your iWallet account in 2 business days, please feel free to contact us.

    ※ Please do not share the bank details to anyone.

    ※ Inconsistencies may result in funds not being reflected on the iWallet account.

    ※ The option to cancel any request for this payment method is not available. You may withdraw the funds instead once it has been reflected on your iWallet account.

  4. Deposit via China UnionPay

    You can load money into your iWallet account using your China UnionPay Card (must be issued from Mainland China). This option is open to all Individual iWallet account holders.

    ※ Standard Account Members can deposit amount from CNY200 to CNY10,000 per transaction.

    ※ Executive Account Members can deposit amount from CNY 200 to CNY20,000 per transaction.

    ※ The selected amount will be instantly credited into the CNY balance of your iWallet account.

    ※ The supported banks displayed on the payment page may be changed from time to time without prior notice.

    ※ Only CNY currency is accepted.

2. How can I withdraw the balance from my iWallet account?

You can withdraw the funds from your iWallet account in 3 ways: 1) send funds directly to your personal bank account via international remittance, 2) send funds to a prepaid card, or 3) send funds to another iWallet account holder. Once you are logged in to your iWallet account, click the “Withdrawal” tab on the left part of the webpage and then select “Transfer to a bank account.” You will then be prompted to provide the bank details where you would like to receive the funds.

Choose the country of the receiving bank. After which, the branch name and field code will appear.

For individual customers, withdrawal fee is 0.25% of the amount being withdrawn; or a minimum amount of USD 35.00, whichever is higher.

Please make sure that the correct bank details are provided since additional charges for returned or failed bank transfers may apply.

Prepaid card

1. How to apply for a Prepaid Card

If you wish for prepaid card, you may feel free to apply from our support service after opening an account.

  • Select [card application] in subject, (customer could apply for 1 card). We will guide you through the procedure and cost of card application

2. How long will it takes for the card to be delivered?

Normally, it may take up to a month.

3. Can I use the card for both ATM withdrawals and shopping?

Yes. You can use it to affiliated stores with logo that is on cards

4. Can I withdraw my balance to any ATM?

You may not withdraw your balance from old ATM machine or ATM machine with low security level that haven’t been updated.

5. What is the PIN?

The PIN is the password used for ATM and shopping; it’s 4-6 digits provided by our card provider. It is an important number, so you should not reveal it to anyone even to the sales person. The PIN is not printed on your card, so it is suggested to list it down in case you forget it. Please keep it secure and private.


1. I forgot my password, what should I do?

You can retrieve your password by clicking on the “Forgot your password” link. For security purposes, the iWallet team does not have access to passwords.

2. I forgot the log-in ID and e-mail address that I used for my iWallet account, what should I do?

Please contact our Customer Service team for further assistance.