FAQ
frequently asked questions and answers

Account

How do I sign up for an Everus Wallet?

Simply download the Everus wallet app from the Apple App Store or Google Play Store & sign up within the app. You will receive an email verification from Everus after your registration is completed.

How can I make sure that I have the latest version of the app?

You can enable the “Auto Update” option or check for updates frequently in your Google Play Store or Apple App Store.

Can I change my registered email address in the Everus wallet?

Once registered, you will not be able to change your email address in the Everus wallet.

I didn’t receive my email verification, what should I do?

You may request for the verification email to be resent by contacting support@everus.org

I forgot my Everus wallet password. What should I do?

You can click on the "Forgot Password" button on the Sign In page and you will be requested to key in your registered email address. A link to reset your password will be sent to your email.

What is Google Authenticator?

Google Authenticator is a multi-factor app for mobile devices that generates timed codes used during the Two-Step Verification process, you may download the app from Apple App Store or Google Play Store.

How to set up Google Authenticator with my Everus wallet?

You are required to complete the 1 time setup using desktop web browser.

  1. Sign into your Everus account using a desktop web browser.
  2. Download Google Authenticator app on your mobile.
  3. Run the Google Authenticator app and scan the QR code on the desktop web browser.
  4. Enter 6-digit code generated by the Google Authenticator app.
  5. Verify your setup via email.
Can I delete my Everus wallet account?

You may request for the deletion of your Everus wallet account by contacting support@everus.org. Please allow a maximum of 3 days time frame for your account to be fully deactivated.


Transactions

Which cryptocurrencies are available in Everus wallet?
Everus, Trullion-e, Bitcoin, Ethereum, Litecoin, Aeternity, Aurora, Bancor, Binance Coin, Bytom, BAT, CyberMiles, ChainLink, Crypto.com, Dai Stablecoin v1.0, Gemini dollar, Golem, HoloToken, HoubiToken, Iconomi, ICON, Insight Chain, IOSToken, Maker, Nuls, OmiseGO, Polymath, Revain, StatusNetwork, TrueUSD, Tron, Populous, PundiX, Zilliqa, ZRX.

How do I purchase EVR tokens?

You may purchase EVR tokens through our listed exchanges & then deposit into Everus wallet

To exchange:

If I have EVR, Bitcoin, Ethereum or Litecoin stored in a different wallet, how can I deposit them into my Everus wallet & where do I get my EVR/Bitcoin/Ethereum/Litecoin address?

1. Sign into your Everus wallet.

2. Select your preferred cryptocurrency (BTC, ETH, LTC or EVR) to deposit.

3. Click on the “Receive” button.

4. You will see your EVR/Bitcoin/Ethereum/Litecoin address and QR code.

5. Copy the cryptocurrency address and paste it on your EVR, BTC, ETH or LTC account or scan the QR code.

6. The amount of EVR, BTC, ETH or LTC transferred will be updated in your Everus wallet.

How do I send my EVR tokens to other Everus wallets?

1. Sign into your Everus wallet.

2. Select your preferred cryptocurrency (BTC, ETH, LTC or EVR) to send.

3. Click on the "Send" button.

4. Fill in the recipient's address or email ID and the token amount.

5. Click on the “Proceed” button.

6. Review your transfer details and click "Confirm Payment" button to proceed.

7. Enter your 6-digit transaction PIN code or scan your fingerprint.

8. Enter your Google Authenticator code.

9. Approve transaction from your email approval link to proceed.

10. There will be a pop-up window showing the transaction hash. Click “OK”.

How do I send/withdraw my EVR tokens to cryptocurrency exchanges such as P2PB2B and C-Cex?

IMPORTANT: You will first need to create an account first with the cryptocurrency exchange (P2PB2B or C-Cex)

1. Sign into the cryptocurrency exchange account

2. From your cryptocurrency exchange account, you need to copy your EVR Deposit Address

a. Kindly be informed that each coin/token held in your wallet has a different Deposit/Receive Address & Withdraw/Send Address.

3. Sign into your Everus wallet, click on the “Send” button and paste your EVR Deposit Address.

4. Key in the EVR amount that you would like to send.

5. Click the "Proceed" button.

6. Review your transfer details and click “Confirm Payment” button to proceed.

7. Enter your 6-digit transaction PIN code or scan your fingerprint.

8. Enter your Google Authenticator code.

9. Approve transaction from your email approval link to proceed.

10. There will be a pop-up window showing the transaction hash. Click “OK”.

11. The updated amount will be reflected in your Everus wallet.

How much is the transaction fee for sending/withdrawing my EVR token?

The transaction fee is 0.25% of the total amount.

Is there a minimum purchase of EVR tokens?

No, there is no minimum purchase required.

How long does it take to send my EVR tokens from my Everus wallet to a cryptocurrency exchange wallet?

The process varies for each transaction; usually this process takes a few minutes to be completed. However, it may take longer depending on how congested the Ethereum network is. It may also depend on how efficient the exchange is.

I transferred my tokens to a cryptocurrency exchange (e.g. P2PB2B) but my balance is not reflected in my cryptocurrency exchange wallet.?

You will need to contact the P2PB2B support team by providing your transaction hash.

What is a transaction hash? How do I get one?

A transaction hash is a unique identification number for a cryptocurrency transaction. You can get the transaction hash or transaction ID by clicking on the transaction details column in the Transactions page.

Where can I get the Secure Key?

After registering and verifying your Everus wallet, you will receive your Secure Key by email If you do not receive your Secure Key, you can request for it by clicking on the "Request for Secure Key" button below your EVR amount in the Transactions page.

Why is the EVR tokens price different across cryptocurrency exchanges?

The price of cryptocurrency in an exchange is determined solely by demand and supply of the coin/token that will reflect the trading volume. The trading volume indicates the total amount of transactions that occurred in each exchange and this is updated every 24 hours (UTC). Therefore, the price of cryptocurrency in one exchange can be drastically different from other exchanges.


KYC Verification

What is KYC/AML?

KYC stands for “Know Your Customer” which is to verify the identity of a user, while AML stands for “Anti Money Laundering” which is to check the possibility of user involvement in any anti-money laundering or financial terrorism (FT) cases. Both requirements are imposed on any cryptocurrency provider.

Why do I have to go through KYC/AML verification?

With compliance mandatory for most banks in many countries, all Everus Wallet users are required to go through KYC Verification.

What is the valid ID can be used to scan for KYC/AML?

A valid passport, government-issued identity card or driving license.

What do I need to provide in the KYC verification?

You will need to take a photo of your valid ID such as passport or driver's license and a selfie photo to proceed with KYC/AML application.

Why won’t the system accept my photo?

When you upload your documents, please make sure that you are capturing all four edges of the documents and it’s clear to read in high resolution/quality. Please do not upload screenshots or alter the photos with any app/software editors.

I have not received my KYC verification, how long will it take?

The processing times for KYC verification can vary. Once all documentation has been submitted, the KYC verification process is usually completed within three days. Users will be notified in app notifications when their KYC verification is completed.

If you still have not been notified after three days, please contact Everus support at support@everus.org.

What happens if my Everus wallet account status is on hold or declined during weekends or public holidays?

You’ll need to wait until the next working day to contact Everus support.

Why did my KYC/AML fail?

Kindly follow the verification steps listed in our KYC Guide. Also check if your country is eligible to participate in KYC/AML verification.

If the system detects out that a user has a sanction or case related to AML/FT, and their KYC/AML application has been declined/rejected, are they allowed to claim back their balance in the Everus Wallet?

In such case, the users are given 48 hours to appeal. Otherwise, Everus will close the account and the balance will be transferred to the escrow account. The user may request to claim it from there.

Can any of your clients see my data?

All of our clients account data are encrypted and all accounts are completely isolated from each other, therefore your privacy is completely protected from others.

Do you comply with AML legislation?

Yes, our solution was built by compliance practitioners who are well versed in KYC and AML processes.


Payment

How can I top up and pay my Mobile Prepaid/Postpaid using EVR?
  1. Go to Pay Utility page.
  2. Select your Country.
  3. Select Mobile Prepaid/Postpaid service.
  4. Select the operator and fill in your mobile number.
  5. Enter your preferred amount and click "Continue".
  6. After confirming the details, click "Proceed to Pay" button
  7. Scan your fingerprint or enter 6-digit transaction PIN code.
  8. Enter Google Authenticator code.
  9. If you’re performing this via Everus website, you will have to provide Google Authenticator code & your Secure Key.
  10. Verify the transaction via email.

(You may view your transaction details and status by clicking "Pay Utility History")

How can I pay my utility bill using EVR?
  1. Click on the "Pay Bills" option on the user dashboard.
  2. Select your Country.
  3. Select ”Pay Utilities” service
  4. Select the operator and fill in your mobile number, account number and the amount, click “Continue”.
  5. After confirming the details, click "Proceed to Pay" button.
  6. Scan your fingerprint or enter 6-digit transaction PIN code.
  7. Enter Google Authenticator code.
  8. If you’re performing this via Everus website, you will have to provide Google Authenticator code & your Secure Key.
  9. Verify the transaction via email.

(You may view your transaction details and status by clicking "Pay Utility History")

How much is the transaction fee to pay my utility bill using my EVR token?

The transaction fee is 0.25% of the total amount.

Why can’t I find the country or service provider that I’m looking for?

It could be our Utility payment does not support the country or service provider yet.

How long does it take for my utility payment to be processed?

Once you have made the payment, the system requires at least 5 mins to verify. and You can check the status afterwards for updates.

How can I check the status of my utility payment?

You may refer to the Pay Utility History page to check the payment status.

I keyed in an incorrect amount for my utility payment, can I cancel after that?

There is no option to cancel once you have made the payment.


TRULLION-E token

Continue to read TRULLION-E FAQ.

Or visit TRULLION-E Website.

Last Updated : 14/02/2019