Help & Contact

If you've forgotten your seuva password but can remember your email address, follow these steps to regain access to your account:

  1. Go to our Login page.
  2. Click Having trouble logging in?
  3. Enter the email address you use for seuva and click Next.
  4. Select how you want to recover your password and click Next. (You'll be shown some options such as Receive a text, Receive an email, Answer your security questions or Confirm through Facebook Messenger.)
    • If you choose to Receive a text, enter the 6-digit security code we send to your mobile and click Next. We'll then ask you to create a new password (we’ll ask you to enter it twice).
    • If you choose to Receive an email, enter the 6-digit security code we email to you and click Continue. We may ask you to confirm your card number. We'll then ask you to create a new password (we’ll ask you to enter it twice).
    • If you choose to Answer security questions, enter your answers and click Continue. We'll then ask you to create a new password (we’ll ask you to enter it twice).
    • You may also be given the option to Confirm through Facebook Messenger. If you choose to use this method, click Send Code, enter the 6-digit security code we send to your Messenger and click Confirm. We'll then ask you to create a new password (we’ll ask you to enter it twice).

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It's extremely important to report any suspected instances of fraud. Not only will this protect you, it will also help make the internet a safer place to do business.

Here are some types of fraudulent activity and steps to report them:

Unauthorised activity on your seuva account

If you notice unauthorised account activity, report it to us immediately through the Resolution Centre. Here's how to report an unauthorised activity:

  1. Go to Resolution Centre.
  2. Click Report a problem.
  3. Select the transaction ID you want to dispute and click Continue.
  4. Select "I want to report unauthorised activity" then click Continue.
  5. Follow the instructions.

Fake seuva emails or websites

If you received what looks like a scam seuva email, or you've come across a phishing seuva link or website, please report it to us by forwarding the original email or URL to phishing@seuva.com. Once you’ve forwarded the email to us, delete it from your inbox and don't click on any links in the email.

For safety, you should always log securely into your seuva account to view your transactions.

Items not received or a potential fraudulent seller

If you sent a payment but haven't received what you paid for, or believe the seller to be fraudulent, you can file a dispute in the Resolution Centre and start communicating the issue with your seller. Here's how to file an item dispute:

  1. Go to Resolution Centre.
  2. Click Report a problem.
  3. Select the transaction ID you want to dispute and click Continue.
  4. Select "I didn’t receive an item I purchased or the item I received was significantly not as described", then click Continue.
  5. Follow the instructions.

If you can't find an agreement with the seller, you can escalate the dispute to a claim any time within 20 days of the date the dispute was opened. We’ll step in to investigate the case and decide the outcome based on evidence supplied by you and the seller.

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  • How do I link my seuva accounts? - Please note that you can link to your seuva account from your website using our embedding code (coming November 2018) account.
  • How do I pay for my seuva fees? – the 0.1% of a transaction that seuva collects will be deducted automatically. Whether the 0.1% is added to a purchase total or deducted will depend on seller’s settings. As a buyer you can select to only make purchases if the fee is deducted. Total cost breakdowns are available on the confirm purchase page of all seuva transactions.
  • How do I access my rewards as a seuva affiliate marketer? - These will be added to your seuva wallet as soon as they’re generated, which happens once the purchase is confirmed. Although 0.1% seems like a small sum to divide in half, the value of seuva’s operational currency CCB is expected to expand exponentially in value over the next 5 years as seuva adoption expands. As CCB becomes more valuable our transaction fee will also increase as a percentage of the transaction fee.

Got a problem?

If you have an issue with your seuva transactions, here’s what you can do:

  • If you paid for an item using seuva, you can report your problem to us.
  • If you’ve reported your problem to us and had made your transaction using escrow (recommended), please visit the escrow tab in your seuva portal. For the latest update on your dispute or claim, visit your seuva portal inbox, or check your emails.
  • If you come across a payment hold on your seuva transaction, learn more about when your seuva payment hold will be released.

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The fees are the same for all seuva account types.

Opening an account:

Seuva doesn't charge a fee to open any type of account.

Receiving money – Purchase payments (Goods and Services):

When you use seuva to receive money for goods or services (such as from selling an item on a website or A Bit Bazaar, etc.), there are some fees involved. To learn more about fees please refer to our Fees and Charges statement.

Receiving money – Personal payments:

It's free to receive CCB from friends or family in when they send the cryptocurrency from the seuva website using their seuva CCB balance.

Sending money – Purchase payments:

It's free to use seuva to purchase goods or services, unless the merchant has allocated the sales fee the buyer. This is transparent in the total cost breakdown on the confirm purchase page.

Sending money – Personal payments:

There are no fees to send money to family and friends when you use your seuva CCB balance.
There is a fee to send money as a personal payment using a debit card or credit card. To learn more about fees please refer to our Fees and Charges statement.

International payments:

There is no extra fee when you send a payment to someone in another country. The main purpose of seuva is to bridge the gaps internationally and domestically within the one platform.
For more information on domestic and overseas payments, please refer to the Fees and Charges statement.

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If the payment you sent has already completed, you won’t be able to cancel it. In this case, you can ask the recipient to issue a refund to you.

If the payment you sent has been held in escrow, there is a chance you can reverse the transaction. But this will be between you and the merchant/seller, and their specific and individual terms and conditions.

You can cancel a payment if its status is “Pending”or "Unclaimed" and there’s a Cancel button beside it. This means the recipient hasn’t received or accepted your payment yet.

Here's how to cancel a pending/unclaimed payment:

  1. Go to Activity.
  2. Click on the transaction you'd like to cancel.
  3. Click Cancel.
  4. Click Cancel Payment.

If there's no "Cancel" button beside your payment, you’ll need to contact the recipient to see if the recipient is willing to reject the payment. If a payment remains unclaimed for 30 days, you will receive a refund automatically. NOTE: Although seuva illustrates USD prices in CCB, all transactions that are made in CCB will be refunded in CCB. Volatility between CCB and USD values will not affect the amount of CCB you are refunded. You will receive the same total amount of CCB as you sent as CCB.

If you didn't make a transaction or if you didn't receive the items or services you paid for, you can file a dispute in the Resolution Centre.

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Your profile summary contains your registered personal information while your wallet contains your CCB information.

To view or edit your personal information, such as your email addresses, street addresses, or otherwise, please go to your settings.

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You won’t be able to re-open your seuva account once it's closed. You can keep your account open if you think you might want to use seuva in the future. There is no fee to keep your account open and you can use it as often or as little as you wish.

Once the account is closed, any scheduled or incomplete transactions are cancelled. You'll need to withdraw any balance and resolve any issues before you can close your account. Also, if you have an email address on your account that you haven’t confirmed, remove it from your account before you close it.

Here's how to close your account:

  1. Go to your Settings.
  2. Click Close your account under "Account options".

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Here's how to change your password or security questions:

  1. Go to your Settings.
  2. Click Security.
  3. Click Update beside "Password" or "Security questions".
  4. Follow the instructions on the screen to update your information.

If you don't remember your current password, you can reset your password.

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Once your seuva account is verified, the withdrawal limit will be raised or removed.

To verify your seuva account, you need to provide certain documents and references to prove your ID under the international anti-laundering laws. Here's how you can view and remove the withdrawal limit:

  1. Go to Summary.
  2. Click See how much you can send with seuva near the bottom left of the page.
  3. Click Raise Limit.
  4. Select your preferred way to verify your account, and follow the instructions.

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At this point there is no way to link your credit card or debit card to your seuva account. Seuva is launching as a decentralised payment solution. Although the system of transfer is centralised, our system is decentralised overall and internationally. Following the development of our POS systems, seuva will begin development on a seuva card, for those who prefer a card to logging in to the app.

But to make transactions simple and more universal, we are endeavouring to enable credit card to CCB purchases, allowing merchants to sell their holdings into cash orders and buyers to use our system without holding CCB themselves. We are aiming for this installment mid 2020.

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