To create an account, follow these steps:

• Click on the Sign Up button located on the homepage.
• Fill out the registration form with your email address and a secure password.
• Read and agree to the Terms and Conditions, Privacy Policy and Risk Disclosure.

To register, all you need to provide is your email address and a secure password.

If you later access certain products, services or features, you'll be asked to complete identity verification through our secure provider, Sumsub.

Luso Digital Assets accepts clients from anywhere, except residents from the following countries and regions:

• Russia
• Belarus
• Cuba
• Crimea
• Democratic Republic of Congo
• Iran
• Iraq
• North Korea (DPRK)
• Sudan
• South Sudan
• Syria
• Zimbabwe

There may be restrictions to the services provided depending on your nationality and country of residence.

If you haven't received your account activation email, there are two common reasons:

1. The email may have been sent to your spam folder.
2. You might have entered an incorrect email address when signing up.

Check your spam/junk folder for an email with the subject "[Luso Digital Assets] Account Activation Successful"

Verify your email address: Try creating a new account using the email address you believe you used.

• If there's already an account linked to that email, you'll receive a notification and won’t be able to create a new one. In that case, wait a bit longer and check your inbox again for the activation email.
• If the system allows you to create a new account, then you likely used a different email initially. You should now receive an activation email for the new account.

There could be several reasons why you aren’t receiving SMS messages from Luso. Common causes include blocked short codes, power-saving mode, issues with your Message app, or poor cellular reception.

Here are a few steps you can take to troubleshoot messages issues:

• Make sure you have the latest version of the app.
• Confirm your SIM card is properly inserted.
• Check that your carrier supports SMS, MMS, or RCS messaging.
• Ensure you have a sufficient plan or credit balance.
• Make sure you have a signal and that Airplane Mode is off.
• Verify the phone number entered, including the correct country code (e.g., +351 for Portugal) and area code.

Does mobile number portability affect SMS delivery?

If you’ve recently changed mobile carriers but kept the same phone number, there may be delays in receiving text messages. Wait a bit before trying again or contact your carrier to check for any restrictions.

Why am I receiving duplicate SMS messages?

If communication between your phone and carrier isn’t smooth, you might receive duplicate messages. If you’ve requested multiple verification codes, only the most recent one will be valid. Restarting your phone several times may help resolve this issue.

What is the KYC questionnaire?

The KYC (Know Your Customer) questionnaire is part of our Anti-Money Laundering (AML) compliance requirements. It involves verifying your identity, and it's only required the first time you access certain products, services or features.

Why do I have to complete the KYC questionnaire?

Completing the KYC questionnaire is essential for compliance with AML regulations. It helps us verify your identity and protect against risks such as fraud, money laundering, and terrorist financing.

Who must fill out the KYC questionnaire?

Anyone who wants to access certain products, services or features needs to complete the KYC questionnaire. You don't need to complete it just to open an account or explore your Luso Wallet — it only applies to specific products, services or features.

Depending on your activity, we may request additional documentation, such as a wealth declaration or proof of funds' origin, to comply with Anti-Money Laundering (AML) requirements.

What if I don’t want to complete the KYC questionnaire?

If you choose not to complete the KYC questionnaire, you'll still be able to use your Luso Wallet to explore and manage USDC and EURe — you just won't be able to access certain features or other products, services until it's completed. Completing KYC is mandatory to comply with Anti-Money Laundering (AML) requirements.

What do I need to do to complete the KYC questionnaire?

You'll be prompted to complete the KYC questionnaire the first time you try to access certain products, services or features — it's not part of registration. Go to Profile > Verification and follow the prompts to submit the required documentation. This request will then be validated by our compliance team and usually takes no more than 24 hours to complete.

What are the password requirements for my Luso account?

To create a secure password for your Luso account, it must meet the following requirements:

• Minimum length: 8 characters, maximum: 255 characters.
• Must include at least one number.
• Must include at least one letter.
• Must include at least one special character (e.g. !, @, #, $).

How can I improve my password security?

Here are some recommendations for keeping your password secure:

• Avoid using the same password for your Luso account and other services, like your email.
• Use a password manager to generate random passwords, ideally 64 characters or longer, and to store them securely.

Is a strong password enough to secure my Luso account?

No, a strong password alone is not sufficient. It's essential to enable all available security features, including Sign-In 2FA for both your Luso account and your email account, to ensure maximum protection.

1. Why is my identity verification still pending?

our verification might be pending because Luso Digital Asset's KYC provider, Sumsub, was unable to automatically match your selfie with your ID photo or correctly read some details. Normally, Sumsub validates IDs within 5 to 30 minutes, but in certain cases, verification can be delayed due to risk factors, if this happens, you will receive an email requesting to clarify some of your personal information.

2. How can I ensure my verification process goes smoothly?

To help expedite the process, follow these tips:

• Use a valid ID: Ensure that your ID is not expired.
• Check the condition of your ID: Your ID should be in good condition with no damaged parts.
• Take the photo in good lighting: Preferably use natural light and ensure the environment is well-lit.
• Photograph the entire ID: Make sure to capture the full ID without cutting off any corners or sides.
• Use a compatible browser: For best results, use a browser like Chrome or Safari.
• Use your mobile phone: Mobile cameras are usually better than Webcams.

3. Why is my account registration still pending?

Your identity verification (required to access certain products, services or features) may be pending due to a discrepancy between the information you provided and our KYC process. In such cases, you may be asked, via email and by our compliance team, to clarify, resubmit, or verify some or all of your details. This process might take up to 48 hours for personal accounts and up to 5 days for business accounts.

1. Why was my application declined?

Your application may have been declined following our internal review process, which includes factors such as regulatory compliance, risk assessments, or security protocols. Additionally, applications from individuals who are classified as Politically Exposed Persons (PEPs) or those residing in high-risk countries may be declined due to legal and regulatory restrictions.

2. I received an email stating that the decision is final. What does this mean?

If you received an email stating that the decision is final, it means that our internal assessment has reached a conclusion, and this decision cannot be contested.

3. Can I create another account with Luso Digital Assets?

Unfortunately, creating another account with Luso Digital Assets will not be possible if your application was declined.

1. What is 2-step verification on Luso?

2-step verification (also known as 2-factor authentication or 2FA) is an additional security measure for your Luso account. By default, 2FA is required for signing in to your account, providing an extra layer of protection. This means you will need a unique verification code in addition to your username and password. You may also be prompted to enter this code when performing specific actions such as buying or withdrawing funds from your account.

Additionally, you can enable 2FA when buying cryptocurrency or withdrawing funds. To set this up, navigate to Profile > Settings > Security

2. What do I need to complete 2-step verification?

To successfully complete 2-step verification on Luso, you will need access to the mobile device and phone number associated with your Luso account.

3. What types of 2-step verification does Luso support?

Luso currently supports one primary method of 2-step verification:

• Authentication apps (e.g., Google Authenticator)

Additionally, it is important to back up your 2FA seed to ensure you can recover access to your account if your device is lost or unavailable.

If you can't sign in to your account and our status page is showing that our services are operational, this could mean that:

• An incorrect username was entered.
• An incorrect email was entered.
• An incorrect password was entered.
• An incorrect Two-factor Authentication (2FA) code was entered.
• Automated emails are not being received.
• Your browser may be experiencing issues.

One of these messages is shown before you can visit our website:

• You are being rate limited: This message indicates that too many requests have been made from your IP address in a short period. This could be due to multiple sign-in attempts or refreshing pages too quickly. To resolve this, wait a few minutes before trying again or try signing in from a different network.
• Origin DNS Error: This error happens when there is an issue with the domain name server (DNS) that prevents your browser from connecting to the website. Clearing your browser’s cache or trying a different network can help resolve this.
• Access Denied: This message typically means your request was blocked, either due to a security setting or restricted access to the service from your location. In such cases, you may want to try using a VPN or contact Support for further assistance.

If you see the message: 'We have temporarily disabled access to your account, please contact Support” or if none of these topics apply to your situation, please submit a support request from our contacts page so our Support team can assist you.

Before resetting your password, make sure that you are entering the password for your Luso Digital Assets account without any spelling mistakes. We recommend using a reputable password manager to keep your passwords safe from theft or forgetfulness.

To reset your password:

1. Navigate in your browser to https://www.lusodigitalassets.com/login.
2. Click on "Reset my password." Then enter the email address associated with your Luso Digital Assets account. Click the "Reset" button.
3. Navigate to the inbox of your email account and open the email with the subject Luso Digital Assets - Password Reset Request, and verify that it was sent by info@lusodigitalassets.com.
4. Follow the "Create new password" link and enter the new password. We recommend using a reputable password manager to generate a new password.
5. You have successfully reset your password! You will also receive a confirmation email with the subject Luso Digital Assets - Password Reset Successful. You can now use your new password to sign in to your account.

I did not receive a Password Reset Request email

If you did not receive an email:

• Make sure to check the spam and trash folders of your email account and verify that you spelled the email address correctly during the process.
• Ensure that you have entered the correct username and email address.

I received the email, but the link does not work

The password reset link expires two hours after it is sent and can only be used once. If you missed the two-hour time period, you will need to request a new password reset.

I get the message "Your password must be at least 8 characters"

For security purposes, we only allow passwords that are 8 characters or longer. Use a longer password to continue. We recommend using a reputable password manager that can generate and remember a secure password for you.

I get the message "Your password must contain at least one number"

For security purposes, we only allow passwords that include at least one number. Add a number to your password to continue. We recommend using a reputable password manager that can generate and remember a secure password for you.

I get the message "Your password must contain at least one special character"

For security purposes, we only allow passwords that include at least one special character (e.g. !, @, #, $). Add a special character to your password to continue. You can choose from the following characters

To close your Luso account, please follow these steps:

1. Go to your profile.
2. Navigate to "Account Details."
3. Select "Delete Account" to submit your closure request.

We're sorry to see you go!

Please note that, in compliance with legal and regulatory obligations, we will retain your account data for a period of 7 years after closure. This ensures compliance with anti-money laundering (AML) and other institutional finance regulations.

The Order ID is a unique internal identifier for your transaction, this identifier will help you if you need to communicate with our support if something wrong happens with a transaction. To locate a Order ID for a specific transaction at Luso Digital Assets, follow these steps:

1. Log in to your account:

Sign in to your Luso Digital Assets account using your registered credentials.

2. Go to your profile:

Once logged in, click on your profile icon located at the top-right corner of the screen.

3. Access Trade History:

From the profile menu, select the Trade History option. This will open a detailed overview of all your transactions.

4. Locate the Order ID:

In your trade history, you will see a list of all completed transactions. For each transaction, clicking on each line will open the details for that transaction, and the Order ID will be available in the corresponding entry.

5. Copy or save your Order ID:

If you need the transaction ID for further use or support, you can copy it directly from the trade history.

A Transaction ID (or TxID for short) is a unique identifier for your transaction on the blockchain. To locate a TxID for a specific transaction to or from Luso Digital Assets, follow these steps:

1. Log in to your account:

Sign in to your Luso Digital Assets account using your registered credentials.

2. Go to your profile:

Once logged in, click on your profile icon located at the top-right corner of the screen.

3. Access Trade History:

From the profile menu, select the Trade History option. This will open a detailed overview of all your transactions.

4. Locate the Transaction ID:

In your trade history, you will see a list of all completed transactions. For each transaction, the TxID will be available in the corresponding entry.

5. Copy or save your Transaction ID:

If you need the transaction ID for further use or support, you can copy it directly from the trade history.

There are several reasons why a transaction might be pending. Here’s a more detailed look into common causes:

1. Network Sync Issues: Sometimes, network synchronization problems can cause delays. Each transaction needs to be verified and recorded on the blockchain. If there are issues with the network's synchronization, it can affect the processing time of your transaction.
2. Rejection by the Network: If your transaction doesn't meet certain criteria or fails to follow network protocols, it may be rejected by the network. This can happen due to issues like insufficient funds, incorrect transaction details, or other compliance-related problems.
3. Pending Network Confirmations: For a transaction to be considered complete, it must receive a certain number of confirmations from the network. This process involves validating the transaction by miners or validators. Until the required number of confirmations is reached, the transaction will remain pending.
4. High Network Demand: When there’s a high volume of transactions being processed on the network, it can lead to congestion. During periods of high demand, there might be insufficient space in new blocks to include your transaction, causing delays. This is especially common in networks with limited block size or high transaction fees during busy periods.
5. Transaction Fee Issues: Transactions include a fee that incentivizes miners to include them in the blockchain. If the fee attached to your transaction is too low compared to the current network conditions, it might not be prioritized, leading to delays.
6. Blockchain Specific Factors: Different blockchains have varying protocols and performance characteristics. Issues specific to the blockchain you’re using, such as network upgrades or bugs, might also impact transaction processing times
7. Other internal factors: This transaction may have been flagged by our system, and our compliance team will contact you via email if they have any questions. We appreciate your patience as we review the transaction, which typically takes 72 hours. However, this timeframe may be extended if we need additional information from you or another party. If there is no response from the requested party, the transaction will remain pending until the issue is resolved.

Our payment providers accept the following payment methods:

• Bank Transfer: Transfer funds directly from your bank account.

Due to the irreversible nature of cryptocurrency transactions, once funds are sent to a wrong address, they cannot be canceled or reversed. In this case, you should reach out to the recipient directly and request their cooperation to return the funds. If you do not know who owns the address, there is no method available to retrieve the funds.

Disclaimer: Luso is not accountable for any user mistakes, including sending funds to incorrect addresses. It is crucial to verify all transaction details before completing any transfers to avoid such issues. Always double-check that the address you are sending funds to is accurate and matches the recipient’s address precisely.

Luso Digital Assets operates across the entire SEPA region and accepts clients from all over the world. However, there are exceptions, and we may not be able to provide services to individuals residing in countries currently experiencing conflict or war, as well as those subject to international sanctions or regulatory restrictions. Additionally, services may be limited in regions where we face significant regulatory challenges or compliance issues.

However, residents from the following countries and regions can not register an account:

• Russia
• Belarus
• Cuba
• Crimea
• Democratic Republic of Congo
• Iran
• Iraq
• North Korea (DPRK)
• Sudan
• South Sudan
• Syria
• Zimbabwe

You can easily reach Luso Digital Assets by visiting our Contacts page. Additionally, you can contact us via WhatsApp, Telegram or Signal or send mail to our office at:

Luso Digital Assets - Unipessoal, Lda
Rua Princesa D. Amélia, Nº 20 L,
9000-019 Funchal, Portugal

For updates and inquiries, feel free to connect with us on our social media channels:

• Instagram
• Facebook
• Twitter/X
• LinkedIn

It is software that allows users to store, manage, and perform cryptocurrencies. What the wallet actually stores are the cryptographic keys that provide access to the user's cryptocurrencies on the blockchain.

Each cryptocurrency wallet has two fundamental cryptographic keys:

Public key: It is similar to a bank account number and can be shared with other users to receive cryptocurrencies. This is known as the user's wallet address.

Private key: It functions like a password or PIN. It is used to sign transactions and ensure that the user is the owner of the funds in the wallet. It should never be shared with anyone, as anyone with access to the private key can access the user's private funds.

When a transaction is initiated, the private key 'signs' the transaction to authorize the transfer of cryptocurrencies to another person. The recipient's public key serves as the address to which the cryptocurrencies will be sent.

• Bitcoin BTC
• Ethereum ETH
• Tether USDT
• Cardano ADA
• Solana SOL
• USD Coin USDC
• Polygon MATIC

Luso Digital Assets works with a wide range of cryptoassets and cryptocurrencies. Check the complete list here.