Help Center
Find answers to common questions and get the support you need.
Getting Started
How do I create a PALS account?
Download the PALS app from the App Store or Google Play Store. Open the app and tap "Sign Up" to begin. You'll need to provide your email address, phone number, and create a secure password. Complete the verification process by confirming your email and phone number.
What documents do I need to verify my account?
To fully verify your account, you'll need a government-issued photo ID (passport, driver's license, or national ID) and proof of address (utility bill, bank statement, or similar document dated within the last 3 months). The verification process typically takes 1-2 business days.
How do I add funds to my account?
You can add funds through bank transfer, debit card, or credit card. Navigate to your Wallet, tap "Add Funds", and follow the instructions. Bank transfers may take 1-3 business days to process, while card payments are typically instant.
Account Management
How do I change my password?
Go to Settings → Security → Change Password. Enter your current password and create a new secure password. Make sure to use a combination of letters, numbers, and special characters.
How do I enable two-factor authentication?
Navigate to Settings → Security → Two-Factor Authentication. Follow the prompts to set up 2FA using an authenticator app or SMS. We strongly recommend enabling this feature for enhanced account security.
How do I update my personal information?
Go to Settings → Profile to update your personal information. Some changes may require verification. For changes to your legal name or date of birth, please contact our support team.
How do I close my account?
To close your account, ensure all transactions are complete and your balance is zero. Then go to Settings → Account → Close Account. You'll need to confirm your identity and provide a reason. Account closure is permanent and cannot be undone.
Transactions & Payments
How long do transactions take to process?
P2P transfers between PALS users are typically instant. Bank transfers may take 1-3 business days. Card payments are usually processed immediately. International transfers may take 3-5 business days.
What are the transaction limits?
Transaction limits vary based on your account verification level and tier. Basic accounts typically have lower limits, while fully verified accounts enjoy higher limits. You can view your current limits in Settings → Account Limits.
How do I cancel a transaction?
If a transaction is still pending, you may be able to cancel it from your transaction history. Once a transaction is completed, it cannot be cancelled. If you need to dispute a transaction, contact our support team immediately.
What should I do if I sent money to the wrong person?
Contact our support team immediately with the transaction details. We'll investigate and attempt to recover the funds. However, we cannot guarantee recovery, especially if the recipient has already withdrawn the funds.
Pools & Financial Services
How do PALS pools work?
Pools are group-based financial arrangements where members contribute funds and take turns receiving payouts. Each pool has specific rules and schedules. You can join existing pools or create your own. All pools are gold-backed and operate with 0% interest.
How do I join a pool?
Browse available pools in the Pools section. Review the pool rules, schedule, and member requirements. If you meet the criteria, tap "Join Pool" and complete the required contribution. Pool administrators will review and approve your membership.
What is Pal Score?
Pal Score is a trust and reputation score based on your activity, reliability, and community engagement on PALS. A higher Pal Score can unlock additional features, higher transaction limits, and access to exclusive pools.
How do loans work on PALS?
PALS offers 0% interest loans backed by gold. Loan eligibility depends on your Pal Score, account history, and the loan amount. Apply through the Loans section, and if approved, funds are typically available within 1-2 business days.
Security & Privacy
How secure is my data?
We use bank-level encryption and security measures to protect your data. All sensitive information is encrypted both in transit and at rest. We comply with international security standards and regularly undergo security audits.
What should I do if I suspect unauthorized access?
Immediately change your password, enable two-factor authentication if not already enabled, and contact our security team at security@pals.com. We'll investigate and help secure your account.
How is my personal information used?
We use your information to provide our services, verify your identity, process transactions, and comply with legal requirements. We never sell your data to third parties. See our Privacy Policy for complete details.
Fees & Charges
What fees does PALS charge?
Many services on PALS are free, including P2P transfers between users and basic account features. Some services may have fees, such as currency conversion, international transfers, or premium features. See our Fees page for a complete breakdown.
Are there any hidden fees?
No. All fees are clearly disclosed before you complete a transaction. You'll always see the exact amount you'll be charged before confirming any payment or service.
Contact Support
In-App Support
The fastest way to get help is through our in-app support chat. Available 24/7, our support team can assist with most issues in real-time.
Email Support
General inquiries: support@pals.com
Security issues: security@pals.com
Technical issues: tech@pals.com
Response Times
In-app chat: Typically within minutes
Email: Within 24 hours for general inquiries, within 4 hours for urgent security issues