How do I sign up?

To sign up

  1. Download the app here
  2. Open the app and tap Sign up
  3. Select the type of account you want to create
    • Company account
      1. Enter company name, your name, and position
      2. Enter phone number or email, password, and, if you have one, an invitation code
      3. Verify your phone number or email
    • Personal account
      1. Enter your name
      2. Enter phone number or email, password, and, if you have one, an invitation code
      3. Verify your phone number or email

To verify your contact details, we send a code to your phone number or a link to your email. If you have trouble verifying your account, please send us a detailed message to admin@melotic.com.

Do I need an invitation code to sign up?

You do not need an invitation code, it is optional

Do I need to pay to use Kleering?

Signing up is free, but some services have fees

How do I change my password?

To change your password

  1. Tap Menu
  2. Go to Settings, then Change password
  3. Fill out your old and new passwords, then tap Check to confirm

I forgot my password. How do I reset it?

To reset your password

  1. Logout
  2. Select Forget your password?
  3. Enter your email
  4. Check your email inbox for password reset token
  5. Enter the password reset token, along with your new password

If you have trouble, please send us a detailed message to admin@melotic.com with the following

  1. First and last name
  2. Phone number
  3. Email address

How do I change my PIN?

To change your PIN

  1. Tap Menu
  2. Go to Settings, then Change PIN
  3. Enter your old and new PINs, then tap Check to confirm

I forgot my PIN. How do I reset it?

Please send us a detailed message to admin@melotic.com with the following

  1. First and last name
  2. Phone number
  3. Email address

How do I know if my account is compromised? What do I do?

Check for signs of a compromised account. Signs include

  • New unknown contacts
  • Changes in your balance
  • Multiple incorrect PIN entries
  • Transactions in your history that you are unaware of
  • Changed account information
  • Unable to login account

If you see any of these signs, change your password and PIN immediately

If you can't login, please send us a detailed message to admin@melotic.com with the following

  1. First and last name
  2. Phone number
  3. Email address
  4. Why you think your account is compromised

Should I use my real name?

Yes, to comply with regulations, and for your safety

How do I change my name?

Once your identity is verified, you can't change your name

How do I change my email?

Your email can't be changed

How do I change my phone number?

Your phone number can't be changed

How do I add or change my profile photo?

To take a new photo with your camera

  1. Tap Menu
  2. Tap on your profile photo
  3. Select Take photo
  4. If Kleering requests access to your camera, tap Allow
  5. Take a photo
  6. Tap Use photo

To upload a new picture

  1. Tap Menu
  2. Tap on your profile photo
  3. Select Choose from library
  4. If Kleering requests access to your photos, tap OK
  5. Choose a photo from your photos

Who can see my profile photo?

Your Kleering contacts and other users who search you can see your profile photo

How do I deactivate my account?

Your account can't be deactivated

What is a locked balance?

Withdrawals, payments to bank accounts, and payments to non-Kleering users need time to complete. So before it is complete, the transfer amount is locked out from your balance so you can't accidentally spend it. This is your locked balance.

How do I link a bank account?

For bank accounts in China

  1. Tap Menu
  2. Select Linked accounts
  3. Select Add linked account
  4. Select Bank account
  5. Fill out your account information
  6. Verify account information, and complete the process
  7. Go back to the linked accounts page. Wait for your linked account status to change from Wait to Verify
  8. Tap on Verify then enter the 6-digit verification code

For bank accounts in Taiwan

  1. Tap Menu
  2. Select Linked accounts
  3. Select Add linked account
  4. Select Bank account
  5. Fill out your account information
  6. Verify account information, and tap Check

How many bank accounts can I link?

You may link up to 4 bank accounts. Once a bank account is linked to a Kleering account, it can't be linked to other Kleering accounts anymore.

Once my bank account is linked, can Kleering transfer money without my permission?

Kleering won't be able to transfer money without your permission. Your bank still needs your authorization to move funds out to Kleering.

I've linked my bank account, but it is still pending. What do I do?

Pending means that we are verifying your account information. Please wait for 2 hours on a working day for us to complete this process.

How do I verify my Chinese bank account?

To verify your Chinese bank account

  1. Tap Menu
  2. Select Linked accounts
  3. Once the account status changes from Wait to Verify, tap on Verify
  4. Verify the account information, and enter the 6-digit verification code sent to you through SMS or email

How do I unlink my bank account?

Bank accounts can't be unlinked

Can I link a bank account to other Kleering accounts?

A bank account can only be linked to one Kleering account

Can I link a bank account with a different currency?

You can only link a bank account of the same currency. This means Chinese users can only link Chinese bank accounts as well as Alipay and WeChat accounts, while Taiwanese users can only link Taiwanese bank accounts.

How do I link my Alipay or WeChat account?

To link your Alipay or WeChat account

  1. Tap Menu
  2. Select Linked accounts
  3. Select Add linked account
  4. Select Alipay or WeChat
  5. Fill out your account information

How many Alipay and WeChat accounts can I link?

If you are a China-based user, you may only link 1 Alipay and 1 WeChat account. Users outside of China can't link Alipay and WeChat accounts.

How do I unlink my Alipay or WeChat account?

To unlink your Alipay or WeChat account

  1. Tap Menu
  2. Select Linked accounts
  3. Slide the linked account tab to the left, then tap on Delete

What are the ways I can deposit into Kleering?

You can deposit into Kleering through

  1. WeChat Pay (only for Chinese users)
  2. Alipay (only for Chinese users)
  3. Bank transfers

How do I make a deposit?

To deposit into Kleering

  1. Select Manage currencies
  2. Select Deposit
  3. Select the linked account you want to deposit from
  4. Enter deposit amount
  5. Follow the deposit instructions provided to you

Can I deposit using my credit card?

Deposits through credit cards are not available at the moment

Why are deposits manual?

Automatic transfers add to your cost, we skipped this feature to lower your transfer fees

How much time is needed before deposits are credited?

It takes 2 hours on a work day for us to trace and review deposit details before crediting them to your Kleering account

Why do some deposits take more time?

Deposits take more time when your linked account details don't match your Kleering account details, or when the amount transferred is different from what you asked for in the Kleering application.

If you have trouble depositing, please send us a detailed message to admin@melotic.com.

How do I withdraw money from my Kleering account?

To withdraw from Kleering

  1. Select Manage currencies
  2. Select Withdraw
  3. Select the linked account you want to withdraw to
  4. Enter the withdrawal amount
  5. Enter your PIN

The Chinese Yuan (¥) can only be withdrawn to Chinese Yuan linked accounts in China, while the New Taiwan Dollar (NT$) can only be withdrawn in New Taiwan Dollar linked accounts in Taiwan

Can I withdraw in a currency different from my linked account?

You can't withdraw a currency different from your linked account. However, you can convert the amount to match the currency of your linked account. Once converted, you can withdraw the amount.

What are transaction limits, and why are they there?

Transaction limits are there to prevent users from transferring large sums of money before getting verified. They are also there to comply with government regulations.

What are my transaction limits?

Your transaction limits are listed below. The daily limit is reset every 12:00am (UTC +0:00), while the annual limit is reset every January 1, 12:00am (UTC +0:00).

Limits for unidentified users

Chinese usersTaiwanese users
DomesticInternationalDomesticInternational
DailyNo limits¥10,000.00
CNY
NT$30,000.00
TWD
NT$30,000.00
TWD
Annual¥100,000.00
CNY
Total¥500,000.000
CNY

Limits for identified users

Chinese usersTaiwanese users
DomesticInternationalDomesticInternational
DailyNo limits¥200,000.00
CNY
NT$100,000,000.00
TWD
NT$100,000,000.00
TWD
Annual
TotalNo limitsNo limits

How do I view my transaction limits?

To view your transaction limits

  1. Tap Menu
  2. Select Profile

You can see your transaction limits at the bottom of the page

Who can I send payments to?

You can send payments to anyone in Kleering, any bank account, and any non-Kleering user through their phone number or email

How do I send a payment to a Kleering contact?

To send a payment to a Kleering contact

  1. Tap Send
  2. Select where you want to send to, either through a Phone number or Email address
  3. Fill out your recipient's Phone number or Email address
  4. Fill out the following
    1. Currency balance you want to send from
    2. Currency you want your recipient to receive
    3. Transfer amount
    4. Note (optional)
  5. Confirm your transaction details
  6. Enter your PIN

How do I send a payment to a bank account?

To send a payment to a bank account

  1. Tap Send
  2. Select Bank account
  3. Fill out the following
    • If you're sending to China
      1. Destination
      2. Beneficiary name
      3. Bank card number
      4. Phone number
    • If you're sending to Taiwan
      1. Destination
      2. Beneficiary name
      3. Account number
      4. Phone number
      5. Bank
      6. Branch
  4. Tap next then fill out the following
    1. Currency balance you want to send from
    2. Transfer amount
    3. Note (optional)
  5. Confirm your transaction details
  6. Enter your PIN

How do I send a payment through a QR Code?

To send a payment through a QR code

  1. Tap Send
  2. Select Scan QR code
  3. Using your camera, scan the QR code of your recipient
  4. Fill out the following
    1. Currency balance you want to send from
    2. Currency you want your recipient to receive
    3. Transfer amount
    4. Note (optional)
  5. Confirm your transaction details
  6. Enter your PIN

How can I send money in a different currency?

While creating a payment, select the currency balance you will send from and the currency balance you want to your recipient to receive, and Kleering will give the exchange rate before you complete your payment

How fast can we send your payment?

  • If you're sending to another Kleering User anywhere in the world, then the transaction is instant.
  • If you're sending to a non-Kleering User, then the transaction will be complete once they register with Kleering. (You can cancel your payment anytime before they register.)
  • If you're sending to a bank account, then the transaction will take 1-2 working days.

Will the recipient know that I sent money to them?

We will send an SMS or email to your recipient telling him or her that you send him or her money

How do I know if my payment is successful?

It is marked complete in your transaction history

Can I cancel my payment?

You can cancel your payment as long as it is pending

What is a request?

A request is when you ask somebody else to pay you a specified amount of money. When you make a request, the person you request from receives a notification asking him or her to pay you.

How do I send a request?

To send a request

  1. Tap Request
  2. Select how you want to identify the person you are requesting from
  3. Follow the instructions based on your previous step
  4. Fill out the following
    1. Currency you want to receive
    2. Transfer amount
    3. Note (optional)
  5. Confirm your transaction details
  6. Enter your PIN

How do I cancel a request?

To cancel a request

  1. Tap on Incoming payments
  2. Select the request you want to cancel
  3. Tap on Cancel

Why do Kleering's exchange rates frequently change during the day?

Foreign currencies are traded throughout the day, so exchange rates can change at any moment. To give you the best possible rates, Kleering adjusts every time the market rates change by a significant amount.

Can I reverse a conversion?

You can't reverse a conversion

Why does Kleering have better exchange rates than most money exchanges?

Kleering makes sure that our exchange rates reflect the real exchange rates

How fast can Kleering convert my money?

Conversions are instant

What is shown in my history?

All your Payments, Conversions, Deposits, and Withdrawals are shown in your history

Who can see my history?

Only you can see your history

Can I change my history?

Your history can't be changed. This is a security feature that let's you know if your account is used without your permission.

How do I add a contact?

To add a contact

  1. Tap Menu
  2. Select Contacts
  3. Tap plus
  4. Select how you want to add a new contact

You will receive instructions on how to finish adding a contact in the Kleering application

How do I import contacts from my phone?

To import contacts from your phone

  1. Tap Menu
  2. Select Contacts
  3. Tap plus
  4. Select Add contacts from phone
  5. Select the contact you want to add

How do I delete a contact?

To delete a contact

  1. Tap Menu
  2. Select Contacts
  3. Slide the contact you want to delete the left, then tap on Delete

How do I edit a contact?

To edit a contact

  1. Tap Menu
  2. Select Contacts
  3. Select the contact you want to edit
  4. Tap Check to modify

Can I add or change my contact's profile picture?

You can't change the profile pictures of your contacts

How do I refer a friend?

To refer a friend

  1. Tap Menu
  2. Select Referrals

To copy your invitation code, press down on it for a few seconds. You can also tap on Invite friends to send out invites

To receive your reward, make sure your friend uses your invitation code to register with Kleering

How do I get rewarded for inviting friends to join Kleering?

To get rewarded

  1. Share your referral code with your friend
  2. Get them to sign up with your invitation code
  3. Make sure they deposit money into their Kleering account

When do I get notifications?

You will get notifications each time

  • You receive a payment
  • You receive a request
  • Your deposit is complete
  • Your withdrawal is complete
  • A contact from your phone signs up with Kleering

How do I see the details of my incoming and outgoing payments?

To see your incoming and outgoing payment details

  1. Tap on Incoming payments or Outgoing payments
  2. Select which transaction you want to view in detail

What are your fees?

Most transactions within Kleering are free. However, bank payments, withdrawals, and conversions carry a small fee. You will be informed of the total fee payable before any transaction is confirmed.

ServiceFee
Withdrawals and payments to Taiwanese banksNT$30.00 TWD
Withdrawals and payments to Chinese banks¥5.00 CNY

How is my information safe with Kleering?

Personal information is stored in our secure database, while sensitive information is encrypted. Data sent over the Internet goes through a Comodo SSL encrypted virtual private network that only our servers and the Kleering apps can access. Comodo SSL is an industry leading encryption service — one of the most powerful in the world.