Introducing frequently asked questions and answers from customers. Please check before contacting us.
Frequently Asked Questions
Crypto currency
I cannot confirm the receipt of virtual currency (BTC)…
Please check if the address is correct. This wallet requires 3 confirmations (3 blocks). Also, it may take some time if the delivery fee of the sender is low. Please check the fee before sending.
Crypto currency (BTC) has not arrived…
Please check if the delivery address is correct.
You can check the delivery status at https://www.blockchain.com/ja/explorer, so please enter the address and search. The number of confirmations (number of blocks) on the receiving side until reflected in the wallet is different. With Bitcoin, new blocks are added to the blockchain approximately every 10 minutes. One block may take 1 minute or 30 minutes or more. Transactions with high fees may be prioritized due to traffic, and it may take some time to send.
I can not send crypto currency…
Please check your balance.
Member registration / account opening
Is there an age limit for opening an account?
If you are over 20 years old, you can open an account.
What should I be careful of with the image quality of the ID card?
Please upload a clear pictures at the time of application. If unclear, please re-submit.
How long is my identification card valid?
You need more than 6 months. ID less than 6 months is not valid.
What kind of personal identification and identification is required?
Please apply with your passport. Certificates with a face photo for Japanese people (license, my number card) Foreigners residing in Japan are also accept with special alien registration certificates.
I didn’t receive the verification email…
Please check if your email address is correct. Also, please check your junk mail settings and junk mail folder. If it does not help, please contact support.
What happens if my password is not verified or if I forget my password?
Please go to the page for lost password and reissue by following the procedure.
I opened an account, but why haven’t I received the verification email?
A verification email will be sent automatically after account registration is complete.
1) If you entered an incorrect email address during registration
2) If the spam filter automatically blocks the email, we cannot deliver the email.
Please check the settings of junk mail and the junk mail folder. If you cannot confirm the authentication mail, please send e-mail to support and request to reissue the authentication email.
How to register to sandai wallet account?
To register for a sandai wallet account, click “Member Registration” at the top of the website and enter the relevant information.
My account
What is the maximum trading amount of Bitcoin in the wallet?
Up to 10 BTC per day.
Can I buy BTC using my credit card?
Daily limit is 20,000 USD (24 hours from purchase time) User monthly limit 50,000 USD (30 days from purchase date) Passport must be attached when entering card information. Attachment of passport is required for each email address. If you have the same email address, you do not need to attach your passport.
I don’t know how to login…
Please login by entering your e-mail address and password from the login page.
What is My Account?
My Account is the first page you see when you login.
You can check balances, transaction history, account information, and details of security tools.
Deposit / Withdraw
I tried to withdraw in the ATM, but I couldn’t get cash. However, my account balance was declining. why?
For cross-border payment and ATM withdrawal, there are rare cases where a payment transaction error occurs between banks in Country A and Country B. In this case, the balance of your account may temporarily decrease, but it will be restored after waiting for a certain period.
I cannot confirm the receipt of virtual currency (BTC)…
Please check if the address is correct. This wallet requires 3 confirmations (3 blocks). Also, it may take some time if the delivery fee of the sender is low. Please check the fee before sending.
Crypto currency (BTC) has not arrived…
Please check if the delivery address is correct.
You can check the delivery status at https://www.blockchain.com/ja/explorer, so please enter the address and search. The number of confirmations (number of blocks) on the receiving side until reflected in the wallet is different. With Bitcoin, new blocks are added to the blockchain approximately every 10 minutes. One block may take 1 minute or 30 minutes or more. Transactions with high fees may be prioritized due to traffic, and it may take some time to send.
I can not send crypto currency…
Please check your balance.
Can I cancel deposits and withdrawals during processing?
Transactions in progress cannot be canceled.
Is it possible to send money domestically (Laos)?
Basically, please withdraw with a debit card or transfer between wallets.
How long does it take to transfer money abroad?
Depending on the recipient country and the receiving bank, it is possible to send money within 2 to 5 business days.
Are there any precautions for foreign remittance?
In addition to our examination, we may not be able to send money due to examination of banks, relay banks, and receiving banks. In that case, please understand. If the transfer bank or the receiving bank refuses to transfer the money, it may take some time before the money is refunded.
What is the maximum amount for remittance?
Minimum remittance is over 2,000 USD. Please contact us as we will screen any large amounts to be remitted.
How long does it take to transfer money between wallets?
Transfer between sandai wallet members will be instant.
In which country bank account can I withdraw?
sandai wallet does not provides services in specific jurisdictions such as Cuba, Sudan, Syria and North Korea. We provide most countries except those on the United Nations Security Council sanctions list.
What is the bank withdrawal limit?
There is no limit for withdrawals by bank transfer in Laos. However, when sending a large amount of money to a domestic bank from overseas, it may be possible to confirm the source of the funds and to notify the financial institution of the country concerned.
What is the minimum withdrawal amount for bank withdrawals?
The minimum withdrawal amount for bank withdrawals is 100 USD. The minimum withdrawal amount other than bank withdrawal is 10 USD.
For bank withdrawals, how long does it take to receive money?
We will process it within 1 business day after applying for withdrawal. After processing, it usually takes about 3-5 business days to receive.
How can I withdraw money to a designated bank account?
To withdraw money from a bank, first enter the bank information for withdrawal from the “Bank Account” tab on My Page and register the bank account information.
After registering the account, after selecting the account from the “Withdrawal-Banking” tab, input the withdrawal amount and confirm your identity, then the withdrawal application is completed. Bank withdrawals usually take about 3-5 business days.
Where can I check the bank information of the payee when paying money to the sandai wallet account?
After logging in, proceed to “Deposit-Banking” to check the sandai wallet bank account information regarding bank deposit.
I made a bank transfer five business days ago, but the deposit amount is not reflected. What should I do?
If the payment is not reflected after 5 business days, please check the status of the transfer to the bank that sent the money.
If you are satisfied with the transfer, please send a copy of your transfer receipt to support. We will notify the customer after checking.
Why is the amount of money remitted slightly different from the amount reflected in my account?
There is a 1% charge when you deposit by bank transfer. However, the bank may deduct fees or intermediary bank fees. In that case, the amount less than 1% fee will be reflected.
How long does it take to transfer funds to my sandai wallet account via bank transfer?
In case of Bitcoin or USDT, the deposit will be instant.
For overseas bank deposits, it usually takes 3-5 business days. After receiving the money transfer information from the bank, the funds will be reflected in your account.
What is the minimum deposit amount for bank transfers?
The minimum deposit amount is 100 USD.
This amount is subject to change without notice.
How can I make a deposit via bank transfer?
After logging in, proceed to “Deposit-Bank” to check the sandai wallet bank account information related to bank deposit.
Can I cancel deposit, transfer or money change transactions?
No. You cannot cancel a request that is being processed.
What do I need to receive funds between individuals?
In order to transfer funds within sandai wallet between individuals and receiving the funds, it is easy and convenient to receive the funds simply by giving the email address registered in sandai wallet to the other party.
sandai wallet card
I tried to withdraw in the ATM, but I couldn’t get cash. However, my account balance was declining. why?
For cross-border payment and ATM withdrawal, there are rare cases where a payment transaction error occurs between banks in Country A and Country B. In this case, the balance of your account may temporarily decrease, but it will be restored after waiting for a certain period.
I’m not using my card, but I’m being charged, is that correct?
For cash withdrawal from ATMs and shopping using cards, the difference from the amount corrected later may be charged due to the exchange rate. Invoices for such difference are stated in the card user agreement in advance for card users, and mainly occur when the billing date and payment date of the card member merchants are different.
I lost (or stolen) my debit card…
Please contact support and apply for card suspension. There is a separate charge for reissuing the card. Please refer to “Debit Card Fees”.
How long does it take to withdraw (charge) a debit card?
It usually takes 3 business days. We perform a predetermined examination for each charge.
Is there a minimum withdrawal (charge) amount to a debit card?
You can charge from $1. There is a handling charge for each charge.
I don’t know how to operate an ATM…
Please refer to the ATM operation method.
I forgot my PIN…
Please perform the reissue procedure. There is a separate charge for reissuing the PIN code. Please refer to “Debit Card Fees”.
I have incorrectly entered my PIN…
If you make a mistake three times, your card will be locked. Please contact support. There is a separate charge for reissuing the PIN. Please refer to “Debit Card Fees”.
What is the difference to prepaid cards?
Your debit card is your own bank account. There is no maximum deposit limit.
Can I shop with my debit card?
Yes. At any VISA member stores.
Is there an ATM usage limit?
The daily usage limit is $20,000 and the number of ATM withdrawals is limited to 10 regardless of the amount. ATMs have a withdrawal limit. Also, please note that withdrawal may be suspended if ATM is operated continuously or due to VISA or ATM security. Please refrain from ATM operations every second or every few minutes. Resets at UTC+0.
Can I shop online?
Yes. Please note that some sites may not accept foreign-issued cards or debit cards.
How long does it take to issue a debit card?
3 to 8 weeks (Please note that it may take longer due to postal conditions.)
Are there any precautions for applying for a debit card?
Please enter the data so that information does not differ from the ID card. After signing, upload the file and courier the original to the designated address.
What is a sandai wallet card?
The sandai wallet card can be paid at participating stores around the world and cash can be withdrawn from affiliated ATMs.
You can apply for free (a separate shipping fee will be charged) and you can charge your sandai wallet account balance to your sandai wallet card at any time.
Fee
What are the fees for debit cards?
Please check “Debit Card Fees”.
How much is the commission spread?
Fees do not include spreads. Price difference increases when volatility is high
Is there an annual membership fee for the JDB account?
JDB accounts have an annual account maintenance fee of $100. It will be automatically deducted from the account in the month of issuance (month of expiration). Please note that your account will be suspended if there is not enough funds in your account. Please refer to “Debit Card Fees”.
What is the transfer fee between sandai wallet accounts between individuals?
The transfer fee between sandai wallet individuals is 0.5%. However, there is a 2% charge when you send digital USD to a merchant.
*For details of fees, please refer to the fees page.
How much is the transfer fee from my sandai wallet account to an overseas bank?
The fee is 3% + USD35.
*For details of fees, please refer to the fee page.
Support
What are crypto currency disclaimers?
Although we take every precaution to ensure security, there is no guarantee against theft due to hacking. We recommend that customers store crypto currency in a safer hard wallet. In this wallet, we recommend that you convert from virtual currency to Fiat.
How should I store crypto currency?
Although we take every precaution to ensure security, there is no guarantee against theft due to hacking. We recommend that customers store crypto currency in a safer hard wallet. In this wallet, we recommend that you convert from virtual currency to Fiat.
How to manage my funds?
The money is segregated and safely stored at the bank.
What are the business hours?
Weekdays from 11:00 to 17:00 (Laos time)
When can I contact you?
Support is available 24 hours a day. Reply will be during business days.
Please tell me about regular holidays.
Saturdays, Sundays, and holidays in Laos are closed. We will inform you about the year-end and New Year holidays and summer vacation separately.
Other
How and when can I get the regular interest rate of USD?
Interest will be prorated according to the number of days you have deposited and will be credited to your account twice a year at the end of June and December.
Do USD savings have interest rates?
Yes. The annual interest rate is 1.5%.
What is an e-wallet?
It is an electronic wallet.
What is a Merchant Account?
A member store that can make payments using the sandai wallet system. For more information, please contact support.
What is an affiliate?
It is a sales agent of sandai wallet. We will issue the advertising code. For more information, please contact support.
Is security okay?
It is recommended for customers to set two-step verification to improve security.