What is the official website of the payment service?
https://www.kroo.com
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Where can I find the customer support contacts?
In the Kroo app under "Account" and "Help & Support" section, or on their website contact page.
What is the hotline phone number?
08008021323 (UK) or +441270448008 (outside UK)
Is there a toll-free support number?
Yes, 08008021323 is a toll-free number available for UK customers.
What is the email address for technical support?
Are there separate emails for different types of inquiries?
No verified separate emails for specific departments—only the general support email [email protected] is provided.
Where can I find the online chat support?
In the Kroo mobile app, tap ‘Account’ then ‘Chat with Support’ under ‘Help & Support’.
Does the chat support work 24/7?
No, chat support is available Monday to Sunday from 7am to 8:30pm.
Is there support through messengers (Telegram, WhatsApp)?
No verified support through Telegram or WhatsApp is available.
What are the support working hours?
Phone support is Monday to Friday, 9 am to 5:30 pm; chat support is daily from 7 am to 8:30 pm; limited hours on bank holidays.
Does support work on weekends and holidays?
Chat support works daily including weekends; phone support does not operate on weekends but may offer call-backs for vulnerable customers.
Are there regional offices for in-person visits?
Kroo is a digital-only bank without physical branches.
Where are the physical offices located?
Kroo Bank Ltd, 20 Farringdon Street, London, EC4A 4AB (corporate office).
Can I schedule a personal meeting?
No verified option to schedule personal meetings; service is primarily digital.
Are there representatives in different countries?
No verified international physical branches or representatives outside the UK.
In which languages is support available?
Support is provided in English.
How quickly does support respond to requests?
Typical response time for in-app chat is within hours during operating hours; email response times vary; phone calls answered within business hours.
Is there a priority system for VIP clients?
No specific public details on VIP customer support or priority handling.
Can I request a callback?
Callback service may be offered on weekends for vulnerable customers depending on circumstances.
When was the payment service founded?
Kroo was founded in 2016.
Who is the founder and owner of the service?
The founder and owner are not publicly detailed; Kroo is a privately held fintech company.
In which country is the company registered?
United Kingdom.
What is the development history of the payment service?
Started with prepaid Mastercard and app in 2019; received full UK banking licence in June 2022; launched personal current accounts late 2022; expanded features such as interest payments and overdrafts since then.
Have there been major updates or rebranding?
Major update was receiving full UK banking licence in 2022 and launching personal current accounts; no verified rebranding events found.
Who sits on the company's board of directors?
Not publicly disclosed in available sources.
Are there investors or partners in the service?
Raised about £2 million in crowdfunding in 2024 with a valuation of about £120 million; total funding around $74 million; investors not detailed.
Does the company participate in stock trading?
Kroo is privately held, no public stock listing.
What is the company's market capitalization?
Not publicly disclosed; estimated valuation was £120 million as of 2024 crowdfunding.
Are there subsidiary companies or branches?
No verified subsidiaries or branches.
What licenses does the payment service have?
Full UK banking licence granted by Bank of England.
In which jurisdictions does the service operate officially?
Officially operates in the United Kingdom.
Are there licenses for cryptocurrency operations?
No; Kroo banned crypto-related transactions from May 30, 2024.
Does the service comply with AML/KYC requirements?
Yes, fully complies with AML and KYC requirements as a regulated UK bank.
Are there security certificates (PCI DSS, etc.)?
Must comply with PCI DSS and relevant security standards as a UK licensed bank; explicit certification details not publicly listed.
Has the service undergone security audits?
Compliance and risk management rigor required for banking licence implies regular security audits; no specific audit reports publicly available.
Is there insurance for client funds?
Yes, client deposits are protected up to £85,000 by the Financial Services Compensation Scheme (FSCS).
Which international standards does it comply with?
Compliance with UK banking regulations, PSD2, AML, FCA guidelines, and FSCS protection.
Have there been any regulatory fines or violations?
No publicly known regulatory fines or violations.
Where can I find real reviews about the service?
Trustpilot, app store reviews, and fintech review blogs.
What are the main user complaints?
Account restrictions or freezing without clear reason, delays in document verification and account resolution, limited app features, lack of direct customer service responsiveness.
What do users most often praise the service for?
Competitive interest rate on current account balance, easy account setup, low fees, clean app interface, and ethical/environmental positioning.
Are there issues with fund withdrawals?
Some users report difficulties and delays in account access affecting withdrawals, but this is not widespread.
Is the interface convenient according to users?
Generally rated as clean and straightforward but some users want more features like payment links, standing orders, and dark mode.
Are clients satisfied with transaction speed?
Most users find transactions quick and efficient.
Do users recommend this service?
Majority recommend but with caveats regarding customer service and feature limitations.
How do experts assess the service's reliability?
Viewed positively as a challenger bank with strong compliance and an attractive interest offer, but some note the need for broader features and service scalability.
Are there industry awards and recognitions?
Best Newcomer at British Bank Awards 2021; finalist for Best Personal Finance App 2022.
Does the service participate in payment system rankings?
Not prominently ranked but known among UK challenger banks.
Are there recommendations from financial regulators?
Licensed and regulated by Bank of England and FCA; full compliance implies regulatory approval and oversight.
What reputation does the service have among partners?
Known as a challenger bank with environmental commitments; no negative reports from partners found.
How do they evaluate solution innovation?
Positive recognition for mobile-first banking, eco-friendly card design, and interest on current accounts.
Are there quality service certificates?
Specific quality certifications not publicly listed.
Does the company participate in industry conferences?
Details not publicly available.
How does the service position itself in the market?
As a socially conscious digital challenger bank with competitive interest rates and a focus on ease of use and environmental impact.
Which fiat currencies does the service support?
British Pound Sterling (GBP) only.
Are cryptocurrencies supported? Which ones specifically?
No cryptocurrency transactions supported; crypto transactions banned since May 2024.
Can currencies be converted within the service?
Currency conversion is not offered; no international currency accounts.
What exchange rates are used for conversion?
Not applicable.
How often are exchange rates updated?
Not applicable.
Are there currency restrictions in different countries?
Service limited to GBP and UK residents.
What types of transfers does the service support?
UK Faster Payments, CHAPS (with fees), peer-to-peer transfers within Kroo users.
Can transfers be made between service users?
Yes, peer-to-peer transfers supported within Kroo app.
Are transfers to bank cards supported?
No verified feature for direct transfers to bank cards.
Can money be transferred to bank accounts?
Yes, UK bank account transfers supported via Faster Payments.
Is bill payment available?
Not prominently featured; no verified standalone bill payment service.
Are recurring payments supported?
No verified standing orders or recurring payments currently offered.
Can automatic transfers be set up?
No verified automatic transfer scheduling available.
Is payment scheduling available?
No verified scheduled payment feature.
Are group payments supported?
Yes, group payments and bill splitting features exist within the app.
Can payment links be created?
Not currently available; requested by users as a desired feature.
What are the minimum transaction amounts in the service?
Contactless payments limited to £100-£300 before chip & PIN is required; other minimums not specified.
What are the maximum amounts that can be transferred?
Up to £250,000 via Faster Payments.
Are there daily limits on operations?
Yes, contactless payment limits apply; daily transfer limits visible in app.
What monthly and annual limits are in effect?
Not publicly detailed; app shows current limits per user.
Can limits be increased? How?
By contacting customer support for transactions over standard limits.
Do limits differ for verified users?
Likely yes; verification typically increases limits.
Are there restrictions for new accounts?
Limited features and lower limits for new/unverified accounts.
Do special limits apply in different countries?
Service and limits are UK-focused; no international account service.
Can operations be temporarily blocked?
Yes, accounts can be restricted or frozen for security or policy reasons.
Are there limits on the number of daily operations?
No specific public info; standard banking controls likely apply.
What are the minimum amounts for account funding?
Not specified.
What methods of funding are supported?
Bank transfers, SOFORT and card funding (limited info).
Are there fees for funding?
No fees on deposits mentioned.
What are the minimum funding amounts?
Not specified.
How quickly are funds credited when funding?
Typically instant or same day via Faster Payments.
How can money be withdrawn from the system?
ATM withdrawals, bank transfers.
Are there fees for fund withdrawal?
No fees for domestic ATM or card payments.
How long does withdrawal take?
ATM withdrawals instant; bank transfers usually same day.
What withdrawal limits are set?
Subject to account limits; not publicly specified.
How quickly are funds credited when funding with a card?
Card funding times not specifically detailed.
How long does a bank transfer take?
Typically instant or within same banking day via Faster Payments.
How quickly do cryptocurrency transfers arrive?
Not supported.
Are transfers between users instant?
Yes, peer-to-peer transfers are instant within Kroo.
Are there delays when funding on weekends?
Possibly slower for bank transfers; Faster Payments may process on weekends.
Do holidays affect funding speed?
Yes, bank holidays may affect processing times.
Can crediting be accelerated for a fee?
No verified express funding options.
What determines the speed of funding processing?
Payment method, time of day, and banking system hours.
Are there notifications about funding status?
Yes, real-time transaction notifications via the app.
What to do if funding takes too long?
Contact customer support via app chat or phone.
How quickly are withdrawal requests processed?
Usually same day or within a few hours.
How long does card withdrawal take?
ATM cash withdrawals are immediate.
How quickly do bank transfers arrive?
Typically instant or same day.
Are cryptocurrency withdrawals instant?
Not applicable.
Are there withdrawal delays on weekends?
Possible delays if banking systems are closed.
Do holidays affect withdrawal speed?
Yes, may delay processing times.
Can withdrawal be accelerated for an additional fee?
No publicly available options.
What determines withdrawal processing time?
Banking systems, type of withdrawal, and verification status.
Are there notifications about withdrawal status?
Yes, managed through app notifications.
Can a withdrawal request be canceled?
Not publicly stated; typically depends on transaction type and stage.
How to register with the payment service?
Download Kroo app, provide personal details, verify identity with documents and selfie.
What data is needed to create an account?
Name, date of birth, UK address, valid ID (passport, driving licence), phone number, email.
Can registration be done without email?
Email is required for account creation.
Is phone confirmation required during registration?
Yes, phone verification is typically required.
Are there age restrictions for registration?
Must be 18 years or older.
Can a corporate account be created?
Currently only personal accounts available.
Is it required to provide real data?
Yes, real data and ID verification are mandatory due to regulatory compliance.
Are there country restrictions for registration?
Only UK residents with a UK address are eligible.
How long does account activation take?
Verification and activation generally occur within a few hours to a few days.
What verification levels exist?
Basic identity verification via document and selfie; full verification includes proof of address if requested.
What documents are required for basic verification?
Valid passport, driving licence, or national ID card.
Are documents needed for full verification?
Possibly proof of address such as utility bill.
Are digital copies of documents accepted?
Yes, uploaded through the app.
How long does the verification procedure take?
Typically a few hours to 1-2 working days.
Can the service be used without verification?
Limited functionality; usually no full access.
What restrictions apply to unverified users?
Lower transaction limits, inability to access full services.
Is address confirmation required?
Yes, for full verification and compliance.
Is a selfie with documents required?
Yes, a selfie for ID verification is required.
How often do documents need to be updated?
Only if requested due to compliance or document expiration.
What encryption technologies does the service use?
Industry-standard encryption such as TLS for data transmission; specific details not public.
Is two-factor authentication supported?
Yes, 2FA available via the app.
Are there SMS confirmations for operations?
Yes, SMS verification is used for security.
Is biometric authentication supported?
Yes, biometric login like fingerprint or Face ID is supported on mobile.
Is blockchain technology used?
No public information about blockchain use.
Is there a multi-level security system?
Yes, multi-layer security involving encryption, 2FA, biometric login, fraud detection.
How is user personal data protected?
Complies with GDPR and UK data protection laws, with encrypted storage and access controls.
Is cold storage used for cryptocurrencies?
Not applicable, Kroo does not support cryptocurrencies.
Is there DDoS attack protection?
Yes, as a regulated bank Kroo employs standard DDoS mitigation.
Are regular security audits conducted?
Yes, required by banking regulators for compliance.
What anti-phishing protection measures are provided?
Education, secure login protocols, and detection systems.
Is there a suspicious activity detection system?
Yes, monitoring for fraud and unusual transactions.
How does the service combat money laundering?
AML controls include KYC verification, transaction monitoring, and reporting suspicious activity.
Is there blocking of suspicious accounts?
Yes, accounts can be frozen or restricted for suspicious activity.
What to do when fraud is detected?
Report immediately via the app or customer support; frozen accounts may be investigated.
How to report suspicious activity?
Contact support by chat or phone; use the app’s report features if available.
Is there compensation for damage from fraudsters?
UK banking regulations and FSCS provide protections; specific policies depend on circumstances.
What user rights exist for disputed transactions?
Users can dispute transactions under FCA rules; investigation conducted by the bank.
How to dispute account blocking?
Contact customer support with evidence and request review; limited options if due to compliance.
Is there insurance against cyber attacks?
Bank holds operational risk insurance typical for regulated banks.
What fees does the service charge for transfers?
Free for UK Faster Payments; £20 for CHAPS payments.
Are there fees for account funding?
No fees for deposits.
Are fees charged for fund withdrawal?
No fees for ATM or card withdrawals.
Are there fees for currency conversion?
No foreign currency transaction fees for card payments.
Are there fees for account inactivity?
No inactivity fees.
Are there account maintenance fees?
No monthly account fees.
Are fees charged for operation cancellation?
Generally no fees.
Are there fees for expedited operations?
No public information about express fees.
Are there hidden fees?
Fees are transparent and published in terms and conditions.
How are fees calculated for large amounts?
Higher fees apply only for CHAPS payments (£20); Faster Payments free.
Are there different tariff plans in the service?
No, Kroo offers mainly one personal current account product.
What advantages does VIP status provide?
No public information regarding VIP tiers.
How to get preferential conditions?
Not publicly available.
Are there free operations per month?
Most common operations like Faster Payments and card usage are free.
Are there discounts for active users?
No public discount programs.
Are there corporate tariffs?
Corporate accounts are not offered.
Can individual conditions be obtained?
No tailored pricing publicly offered.
Do promotional codes work for fee reduction?
Not publicly advertised.
Are there cashback programs?
No cashback reported.
Are there discounts for transaction volumes?
No volume-based discounts known.
Is there an official mobile application?
Yes, Kroo has an official mobile banking app.
On which platforms is the application available?
iOS (App Store) and Android (Google Play).
What functions are available in the mobile application?
Account management, payment sending, receiving, card controls, spending insights, real-time notifications, group payments.
Does functionality differ from the web version?
Kroo is primarily app-based; little to no web platform feature set found.
Is Touch ID/Face ID supported?
Yes, biometric login supported in the app.
Can the application work offline?
No, requires internet connection to operate.
Are there push notifications about operations?
Yes, real-time transaction and alert notifications.
Is dark theme supported?
Not currently supported, requested by users.
How often is the mobile application updated?
Regular updates several times a year.
Are there beta versions of the application?
No public beta program known.
Is the web interface of the service convenient?
Not a primary platform; the app is the main interface.
Is responsive design supported?
Not applicable outside app.
In which languages is the interface available?
English only.
Is there a night mode for the website?
No known night mode for web.
Are hotkeys supported?
Not applicable.
Can data be exported?
No known export feature.
Is there an API for developers?
No public API.
Is integration with other services supported?
Can connect to budgeting apps like Emma.
How often is the web interface updated?
Updates primarily focus on app.
Are there virtual cards in the service?
No virtual card currently offered; physical Visa debit card only.
Is multi-currency account functionality supported?
No, GBP only.
Are there investment products?
No investment products offered.
Can interest be earned on balance?
Yes, 4.35% AER interest on balances up to £85,000.
Are there credit products?
Overdrafts available subject to eligibility.
Is P2P trading supported?
No peer-to-peer financial trading.
Is there acquiring for business?
No merchant acquiring services.
How are bonus points earned?
Not applicable.
Are there referral programs?
No public referral program.
What privileges do VIP clients have?
Not publicly described.
Are there seasonal promotions and offers?
No public seasonal offers.
Are there partner discounts?
None reported.
Does the service allow operations with online casinos?
Crypto and gambling transactions are restricted or banned.
Are there restrictions on gambling transactions?
Yes, accounts may be restricted or closed for gambling-related transactions.
Can accounts be blocked for casino play?
Yes, risk-based limitations may apply.
How does the service view gambling?
Viewing gambling-related transactions as high risk and potentially abusive.
Are there special conditions for gambling?
No public special conditions; rather restrictions exist.
Are casino transactions tracked?
Yes, monitored for compliance and fraud risks.
Are there special fees for gambling operations?
None publicly stated but transactions may be blocked.
Can limits be set on gambling?
No public spending controls specific to gambling.
Is there a self-exclusion function?
Not publicly detailed.
Can access to gambling sites be restricted?
Not by the service directly.
Can operations with casinos be blocked?
Yes, accounts can be restricted.
Can help be obtained for gambling addiction?
No in-app resources found.
Is there partnership with player assistance organizations?
No disclosed partnerships.
How to set up gambling expense notifications?
Not supported.
Which online casinos accept this payment method?
Not publicly detailed.
Do conditions differ when used in different casinos?
Not applicable.
Can the method be used for both deposits and withdrawals in casinos?
Not supported.
Are there geographic restrictions for casino usage?
Service restricted to UK and excludes crypto-related gambling payments.
How do casino operators typically process transactions from this method?
Not applicable.
Are there typical processing times when used with casinos?
Not applicable.
Do casinos usually charge additional fees for this method?
Not applicable.
Are there any known compatibility issues with major casino platforms?
Not applicable.