Help center

EvoPay operates as a licensed financial services provider on the VirtuOZ platform. This page explains how to find answers, use in-product support, and stay aligned with AML/CFT and custody expectations typical of regulated institutions. Binding rights and obligations are always stated in our Terms, Privacy Policy, and related Compliance materials—not in marketing summaries.

How support is organized

We combine self-service documentation with human support. Published articles and legal texts are delivered through the CMS (searchable at /help). Operational questions about your account, a specific deal, or a payment rail are handled through the Helpdesk so that requests are tracked, prioritized, and answered under internal SLA discipline.

Knowledge base & search

• Browse and search: use /help (also reachable from the header search on this site). Content is published and versioned in the operator CMS.
• Language: marketing and help pages respect the locale selector; the dashboard can store your preferred language under /settings where available.
• Legal library: primary documents live under /legal/* (e.g. Terms of Service).

Getting started

What is EvoPay? We provide escrow-style custody: funds are held with a neutral workflow until contract conditions are satisfied—reducing settlement risk for buyers and sellers who do not share a long-standing banking relationship.

Onboarding: Register → verify your email → complete your profile → complete KYC when the product prompts you. Higher-risk or higher-value workflows may require elevated verification before wallet or escrow limits apply.

Orientation: for a visual walkthrough of the escrow journey, see How it works.

KYC & identity

Customer due diligence typically includes government ID, a live or video selfie where required, and sometimes proof of address or source-of-funds declarations. Timing ranges from minutes to one business day depending on automation outcomes and manual review queues. Incomplete or inconsistent data will delay activation of certain rails—this protects both you and the financial system under AML/CFT rules.

Wallet, exchange & fiat

Manage balances and payment instructions in Wallet (/dashboard/wallet; short URL /wallet redirects here). Currency exchange between supported wallet balances is available where enabled—see Fees for how rates and rounding work.

Fiat deposits and withdrawals may be subject to manual review, method-specific fees, limits, and jurisdiction checks before your available balance updates. Settlement times depend on banks and correspondent networks outside EvoPay’s control.

Escrow deals

1. Agree commercial and legal terms with your counterparty before funding.
2. Create the deal in the dashboard and invite the other party so both sides are bound to the same contract record.
3. The buyer funds escrow; funds remain in a controlled state until release conditions are met.
4. The seller performs delivery or service; milestones may be used for multi-step deals.
5. The buyer confirms within the agreed inspection window, or release follows the rules you accepted in the product.

Until inspection completes and no dispute is open, payouts follow the workflow—not informal instructions outside the platform. Do not settle “off platform” with strangers; that bypasses protections and audit trails.

Disputes & evidence

If something goes wrong during inspection, open a dispute from the contract view and upload evidence through the guided flow. Analysts review materials under internal procedures; resolution times vary with complexity but are typically measured in business days. Decisions are made within the Terms and dispute policy, not as personal legal advice.

Security & fraud prevention

• Enable two-factor authentication (TOTP) under /dashboard/security.
• We will never ask for your password or one-time codes by email or unsolicited phone calls.
• Technical and organizational measures are summarized on the Security page.

Fees & pricing transparency

Escrow fees, wallet method fees, and exchange behaviour are explained in Fees and pricing. Amounts binding at checkout are shown in the product before you confirm.

Developers & integrations

Partners automating workflows can use the documented HTTP API and OpenAPI schema—see API. Production access may require contractual onboarding and compliance review.

Contact points

When contacting us, include the email on your account, any escrow or transaction ID, and timestamps. Never send passwords, full card numbers, or 2FA codes.

Clear processes, accountable support, regulated custody.