Frequently Asked Questions and Answers

Created by Yoshi, Modified on Thu, 25 Mar 2021 at 08:47 AM by Garret F

TABLE OF CONTENTS

General Questions
Identity Verification
Legal

General Questions

What is Tilia Pay?

Tilia Pay is a registered money service business that offers our partners payment services such as a stored value wallet and money transmission

What information for processing credits does Tilia Pay require?

To stay in compliance with regulatory requirements such as Know Your Customer (KYC), if you wish to credit a portion of your U.S. Dollar balance to your PayPal or Skrill account (known as processing a credit), then you must provide certain personal information to verify your identity, including your:

Full Name
Address
Date of birth
Social security number/ITIN assignment letter (or government-issued identification if you are not a U.S. Citizen).

You may also be required to provide additional information to complete the transaction. Tilia Pay securely stores this information so that you should only need to provide it once.

Note: Customers under 18 years of age will not be able to process credit until they reach the age of 18.

Why is it a requirement to provide personal identification information to Tilia?

As a registered money services business, Tilia is required to comply with applicable U.S. laws and regulations. As part of our ongoing risk management process, we must obtain, verify, and record information about our customers for whom we offer financial-related services.

Is my information stored securely?

Yes, Tilia stores your personal information in compliance with privacy regulations including the General Data Protection Regulation (GDPR) and the Graham-Leach-Bliley Act (GLBA). We take your privacy and security seriously, so your personal information will continue to remain protected and will only be used for purposes outlined in Tilia's Privacy Policies.

My bank, credit card company or PayPal has already verified my identity. Why do I need to verify again with Tilia Pay?

As a money services business, Tilia is required to comply with the various state and federal laws regarding money transmission, which require us to collect and verify this information regardless of whether you have provided this information to other financial institutions, such as your credit card company or PayPal.

When will I be asked for an Identification?

You are asked for ID when you initiate a process-credit request and send US dollars to your payment method on file.

How long does this process take?

Requests are usually processed within one to three days, but the process may take up to 30 days in some cases.

What happens to my USD dollar balance if I don’t comply?

Your stored U.S. dollar balance remains on your account, and you may continue to use it for any in-world services. However, we will not accept any process-credit requests until we have received and reviewed the requested documents.

Identity Verification

What is identity verification?

As a money business service, we are required by law to verify the identity of all of our customers. Typically this involves collecting a copy of your government-issued photo identification.

Is there anything I need to know before I upload my ID?

When submitting your ID, please ensure that is a high-quality photo or scan of a valid government-issued ID showing:

Document number
Your photo
Your full name (First name and Last name)
Your date of birth
Your signature
An expiry date
The place of issue (if any)
The full machine-readable zone (if present)

Note: Please be sure to avoid glare, obstruction, blurriness and that all four corners of each document are visible.

What types of IDs are acceptable?

Acceptable ID documents include the following:

An active/unexpired Driver's License
An active/unexpired Passport or passport card
An active/unexpired Residence permit/Green Card
An active/unexpired State or Government Issued ID

If you do not have any of these forms of identification, please customer support team for additional guidance.

What forms of identification are NOT acceptable?

Unacceptable ID documents include the following:

Bank card (even if it has a photo)
Student ID card (even if it has a photo)
Any identification document that is expired is unacceptable.

What if my identification document expires tomorrow (or next month)?

The identification document must be valid as of the day you submit it. If it expires today (the day you are submitting it) or tomorrow, it is still valid. If it expired yesterday, it is not valid for ID verification purposes.

What is Address Verification?

As a money services business, Tilia is required by law to verify the identities of all of our customers, which includes verification of the customer’s address.

Is there anything I need to know before I upload an address document?

When submitting your proof of address, please ensure that it is a high-quality photo or scan of a valid document showing:

Your full name
- The name on the document must be the owner of the account.
Your full residential address
- P.O. box is not acceptable.
- Office/workplace address is not acceptable.
- The document must include the complete residential address such as a street address, house/apartment number, city, state or region, zip code, and country.
The date of issue
- This must be dated within the last 90 days.
A logo or clear name of the sender
- This should appear on all official documents or statements as a letterhead.

What types of address documents are acceptable?

Acceptable address documents include the following:

Utility bill (Dated within the last 90 days)
Cell or landline phone bill (Dated within the last 90 days)
Motor vehicle registration (Dated within the last 90 days)
401k/Brokerage Statement (Dated within the last 90 days)
Copy of Grant Deed on Home or Lease Agreement for Home
Bank or credit card statement (Dated within the last 90 days)

Note: Please be sure that these documents must be clear and in-focus and that all four corners of each document are visible and must clearly show the required information.

What forms of address documents are NOT acceptable?

Unacceptable address documents include the following:

PayPal screenshot
Shipping receipts/invoices
Handwritten utility bills
Any address document that is not within the last 90 days.

As a money services business, Tilia is required by law to verify the identities of all our customers. In the United States, we are required to collect and verify the person's Social Security Number.

Is there anything I need to know before I submit my SSN?

When submitting your SSN, please double-check that you entered your SSN correctly and make sure you enter your full legal name. This should match the information you provide. Even a small typo may prevent us from verifying your information.

We will not be able to process your transaction without your Social Security information; the law states that we must collect and verify this information.

If I change my legal name, what kind of documents do I need to provide?

If you change your name, you must submit updated information. Acceptable documents include the following:

Name change certificate
Marriage certificate
Certificate of Divorce
Certificate of commitment

Legal

Tilia Pay is fully compliant with the General Data Protection Regulation (GDPR). For more information, please see our Privacy Policy. If you have specific questions about your individual account and situation, please contact our customer support team.

Tilia Pay will not provide your information to any government unless compelled to do so through a legal process, such as a subpoena or search warrant.

Will my data be used for data mining purposes?

Tilia is not associated with data mining in any way, and your data will not be used for this purpose or sold to third parties.

Will my U.S. Dollar balance escheat to the state?

Yes. Tilia must comply with unclaimed property laws in every state. To understand the period of time an account must be inactive before being escheated to the state, please refer to your State’s escheatment laws.

Where can I go for additional help or questions?

You can find answers to commonly asked questions at the Tilia Knowledge Base. If you cannot find your answer, please reach out to our partners' support team.