Help

What do I need to start using TU Wallet?

To activate TU Wallet, download the app and register with your email, password, and phone number. Then, verify your identity through Bit2Me's KYC process. This process can take between 24 and 48 hours.

What information do I need to verify my identity in TU Wallet?

You will need to provide your full name, email address, postal address, date of birth, phone number, identity document (country, type, and number), photos of the document, and a selfie.

Is it necessary to validate my email address and phone number?

Yes, it is necessary to validate both your email and phone number during the registration process to ensure the authenticity of the account and comply with regulations.

I'm having trouble authenticating in the app. What can I do?

Contact us through the form in the "Contact Us" section and provide details about the issue.

The app doesn't allow me to upload photos for identity verification. What should I do?

Make sure to take the photo in a well-lit area and ensure that the document is clearly visible and in focus.

I want to close my account. What should I do?

You need a minimum balance of €10 to withdraw it. Load the minimum balance, withdraw it, and then close the account.

How can I exchange euros for cryptocurrencies?

Go to "Exchange Balance" on the main screen, select "EUR" as the source and the desired cryptocurrency as the destination. Review and confirm the transaction.

What cryptocurrencies are available in TU Wallet?

Currently, you can trade with Bitcoin, Cardano, Ethereum, Solana, USDC, and USDT. Is there anything else you would like to know?

How do I convert my balance into cryptocurrencies?

On the main screen, select "Exchange Balance", choose "EUR" as the source, and the cryptocurrency you wish to acquire. Confirm the transaction. Is there anything else you would like to know?

Can I see the current price of a cryptocurrency in the app?

You can see the final value on the summary screen; previous values are indicative and may vary. Is there anything else you would like to know?

Can I move cryptocurrencies to TU Wallet from other wallets?

Yes, in the balance section, you will find the public address of the pocket to receive cryptocurrencies from other wallets. Is there anything else you would like to know?

Can I sell my cryptocurrencies and withdraw the balance in euros to my bank account?

Yes, you can convert your cryptocurrencies to euros and withdraw them to your bank account. Remember that you can only deposit and withdraw money to accounts where the account holder is the same as the TU Wallet account holder. Is there anything else you would like to know?

How can I add euros to my account balance?

You can load your balance via bank transfer without a fee or with a card, which incurs a fee. Go to the "Load Balance" section and choose your preferred method. Is there anything else you would like to know?

How can I withdraw euros from my TU Wallet account?

You can withdraw your euro balance to your bank account. This operation does not incur a fee from Bit2Me, but your bank might apply some charges. Is there anything else you would like to know?

Can I deposit euros from any card or bank?

Yes, you can load funds in euros from any bank account or credit/debit card. Make sure it is in your name and follow the instructions in the "Load funds" section of the app.

What should I do if my deposit does not appear in the app after loading funds?

If the deposit does not show up in the app, contact the support team at soporte@tu.com. They will review your case to help resolve the issue as soon as possible.

Can I send crypto to other users using just their phone number?

Yes, you can send crypto to other TU Wallet users using only their phone number, as long as it is registered in the app. This transfer has no cost or fee.

How do I make online purchases with the TU Wallet digital card?

You can make online purchases with your digital card as long as you have completed the full verification process with Bit2Me. Once verified, you can use your digital card for online transactions.

What online payment options are available in TU Wallet?

Currently, you can make purchases at any site that accepts digital payments using the TU Wallet virtual card, without any fees.

How can I view the full details of a transaction in TU Wallet?

Currently, TU Wallet shows a summary of each transaction to simplify the view. However, we are working on improving this functionality and will offer more detailed transaction information in future updates.

What are the fees for exchanging crypto in TU Wallet?

Bit2Me applies a fee of approximately 0.95% on cryptocurrency exchange operations. Additionally, the exchange rate includes a spread that protects the user from market fluctuations and can reach up to 1%.

Can I get cashback when using the TU Wallet card?

Currently, the TU Wallet card does not offer cashback, as we do not operate with Bit2Mes B2M coin. We are working on improving this experience to offer more benefits in the future.

What does the identity verification or KYC process involve?

Bit2Me needs to verify your identity, and this process is carried out solely to comply with regulations on the prevention of money laundering and terrorist financing. This verification will give you full access to Wallet functionalities and may take up to 24-48 hours for approval.

How long can the identity verification process take?

The identity verification process can take between 24 and 48 hours. This time may vary depending on the volume of requests at Bit2Me.

What should I do if I encounter an error in the app while trying to perform an operation?

If you experience any error, do not hesitate to contact us through the "Contact Us" section. Our team is constantly working to improve the app and resolve any issues as quickly as possible.

Where can I find more information on security and data protection regulations?

You can find all the information on security and data protection regulations at https://wallet.tu.com/en/advertising.

I'm new to cryptocurrencies, can I get investment advice?

TU Wallet cannot provide personalised investment advice. However, you can find information on our website about the benefits and risks of investing in cryptocurrencies.

Operate securely in the Wallet app

Service provided by Bit2Me

The cryptocurrency service is provided by Bit2Me (Bitcoinforme SL), the first exchange registered with the Bank of Spain with number D592. Registration in this registry does not imply any approval or verification of the activity carried out by providers of virtual currency exchange services for fiat currency and electronic wallet custody by the Bank of Spain.

Wallet Custodian

Bit2Me takes care of maintaining and securing your digital assets for protecting your funds safely, avoiding exposure to potential online threats.

Level of infrastructure

Wallet is secured by Telefónica and Bit2Me engineers, protecting your communications and data, constant monitoring, multi-signature cold and hot wallet policy with decentralised governance protected in triple perimeter security vaults.

If you have any questions regarding the services offered by Bit2me within TU Wallet you can find more information in the support section:

Help and support

if you have any questions or queries, please contact us at soporte@tu.com.