You are eligible to create a Klivvr account if you:
- Are at least 16 years old.
- Own a compatible smartphone.
- Hold a valid Egyptian National ID or passport.
How can we help?
Updated Mar 17, 2023
You are eligible to create a Klivvr account if you:
Once submitted, Klivvr will review your information according to the Central Bank of Egypt’s requirements.
Check the status of your KYC review on your Klivvr application. Upon approval, Klivvr will issue your card in 10 working days.
Klivvr strives to make all financial transactions a safe and secure experience. You can read more about how Klivvr handles your personal information in the Privacy Policy section.
Your privacy and security are very important to Klivvr, and Klivvr’s solution is designed to prevent unauthorized use and protect your personal information.
To achieve this, Klivvr uses security measures that include computer safeguards and secured files, as well as data centers that house your data securely in Klivvr’s database.
We also maintain other physical, electronic, and procedural safeguards to protect your information, and we limit access to information to those employees for whom access is appropriate.
Klivvr only shares your personal information with partner banks in accordance with the terms and country's regulations.
Klivvr’s fraud liability protection program protects you from purchases or charges made without your authorization.
If you discover that a purchase or charge was made in your name that you did not make or authorize, you must file a claim with Klivvr within 60 days of the date the charge first appears in your transaction history on your Klivvr app. You can file a claim by contacting Klivvr customer support.
Klivvr is secure because:
Things you need to do to keep your account safe:
Keeping your money safe is Klivvr’s top priority – but there are lots of things you can do to stay safe too.
If you believe your account may be compromised, change your account passcode.
If you notice a suspicious transaction, refer to the article "How to dispute a transaction" and contact Klivvr Customer Support directly through the Klivvr app.
If you’d rather speak on the phone, you can request this during the chat. Klivvr will arrange a call back within the hour to discuss the matter further with you. Once you get in contact with an agent, thoroughly explain the situation. Every detail here is important. Please rest assured that Klivvr will take all necessary measures to assist you in this situation.
In addition to Klivvr’s legal obligations for fraud prevention and to continuously improve Klivvr’s security safeguards, Klivvr has a dedicated team who analyses each fraud case individually. The fraud cases themselves are often relatively complicated and have to be dealt with in detail. Depending on the complexity, this can take any time from a few days to several weeks.
Finally, if you have evidence or strong feelings that the account might have been hacked, we recommend that you file a police report as well.
If your Klivvr card has been lost or stolen, or you believe your card details have been compromised, you should report the situation immediately through your Klivvr application, and then reorder a new one to keep your money safe. Additionally, you can still view your balance and complete in-app transactions or purchases.
Once the card has been reported stolen, it will be cancelled and cannot be used again, even if it is returned or found later. The new card will have a new number, expiry date, and CVV. Once you receive it, you will have to activate it and set a new PIN.
We should add that you can still see your balance and complete in-app transactions.
You can easily report your stolen card through the Klivvr application or by contacting customer support. Once the card is reported stolen, it will be cancelled and cannot be used again, even if it is returned or found later.
The new card will have a new card number, expiration, and CVV. Once you receive it, you will have to activate it and set a new PIN.
If you do not have access to your Klivvr mobile application, you can also request to block your card or account by calling us at 15705.
Have you noticed a card transaction on your Klivvr account history that you don’t recognize? Did you place an order online but never received it? Read on to find out how to request a chargeback in this situation.
To dispute a transaction with Klivvr, you can view the transaction details in your Klivvr application or contact us through our customer support number at 15705.
Important:
A chargeback is the return of a card payment to a customer by the merchant following a transaction dispute. The chargeback is paid out once the transaction dispute has been successfully resolved in favor of the customer.
Klivvr offers a chargeback service through Visa, which allows you to dispute transactions made by someone other than yourself or when a mistake occurs on the merchant’s part. For example, if you ordered goods online and didn’t receive them by the expected delivery date, you may be eligible for a chargeback.
Klivvr gives you real-time access to your account, so you can see your transactions as they happen.
To this end, two main transaction types take place during an in-store or online purchase:
Authorizations: A block or reserved amount made by a retailer or merchant. This includes anything from your morning cup of coffee to hotel or car rental bookings (including security deposits). This amount is held from your total balance but has still not been deducted from your total balance.
Presentments are the actual sums deducted from your account. Again, that cup of coffee is finally cleared from your account, or you can get your security deposit back once you have checked out of that hotel room or returned your rental car to the merchant safe and sound.
Once an authorization has been confirmed, Klivvr cannot cancel or reverse it. At that point, three things can happen to your authorization: it turns into a presentment, it is rejected, or it expires. In the last two scenarios, your money will be automatically returned to your account within 14 days. Additionally, you can request a refund if you didn’t perform this transaction.
If it doesn’t expire within 14 days, Klivvr customer support can help you get your money back.
To protect and help avoid the misuse of your personal data, please keep in mind that:
If you have received a suspicious request from a third party or think your Klivvr login may be compromised, please do not hesitate to contact us.
PIN, which stands for personal identification number, is as easy as it sounds. At Klivvr, we have 2 types of PINs: the confirmation PIN & Card PIN.
The confirmation PIN is used to confirm all actions made within the app, such as transfers, password changes, etc. While the Card PIN is used to make withdrawals and pay in shops with your card.
Klivvr has a specialized team focused on monitoring and identifying suspicious transactions on the platform. With the help of advanced statistical models, security algorithms, and human behavioral analysis, our team of experts ensures that your money is always in safe hands.
If Klivvr suspects a fraudulent transaction, you will be contacted straight away.
When our team of experts detects irregular activity, Klivvr takes all available mitigation measures, as per regulatory law, to prevent further damage. This includes flagging the transaction, contacting the cardholder, rejecting transactions, and in rare cases, closing and reporting the offending accounts in question to the authorities.
When suspicious transactions indicate the existence of money laundering, terrorist financing, or any other criminal offense, Klivvr immediately reports these activities to the Egyptian Transaction Investigation Unit and local supervisory entities.
Klivvr is responsible for running routine checks on accounts and transactions to ensure account security. These checks are automatically initiated by our systems.
As a result, we may ask you to provide some documents. If you receive such a request, please send the requested documents via Klivvr application Messages, with no exception.
This practice is a standard banking procedure and ensures the safety of our customers. Both the process and the result are handled internally and strictly confidential. Here are some steps you can take to speed up the process:
At this time, you can close your personal Klivvr account from your Klivvr application. To do this, simply navigate to your settings >> Close account >> Confirm, then our customer support team will contact you shortly to handle the request.
Please note that closing your Klivvr account will not automatically transfer funds to your bank or return them to the original senders. Before you close your account, please contact our customer support to ensure transferring the funds to your bank account. That means you will need to transfer any funds in your Klivvr account to your bank account or associated cards and return the funds to the sender before deleting your account.
As long as your KYC is under review, the application will only show the status of your KYC review. To check on your KYC status, simply open the application, log in, and the status will be displayed.
Once you get started with your Klivvr account and complete the KYC section:
Klivvr cards typically have daily and monthly limits.
Card Payments In-Store and Online
Non KYC-ed users (before the Klivvr partner bank finishes the KYC review)
KYC-ed users (after the Klivvr partner bank provides the KYC approval, which could take up to 30 days) Account balance limit: EGP 300,000.
In contactless/ NFC payments, the PIN won’t be required for purchases under 600 EGP. However, you’ll be required to enter your card PIN if you make a purchase above 600 EGP or have conducted 3 transactions without entering a PIN.
Yes, you need Klivvr Card. However, you can still use the Klivvr app for most of the services, like adding money, sending, requesting money, and bill splitting.
If you report your card stolen, freeze your card, or order a new card. You can still make in-app transactions.
Yes, you can use your Klivvr Card abroad in-store or online and withdraw money from any ATM around the world.
Yes, You can use your card at any merchant that accepts VISA. There are nearly 54 million worldwide.
Yes, you can use your Klivvr Card to withdraw money from any ATM around the world. However, a withdrawal fee may apply according to the fee structure announced by AAIB or on international money withdrawals at the time.
Yes, you can use your Klivvr Card for online payments.
If your card has expired, you can still use your Klivvr account through your Klivvr application. Your money will remain in the account, and you can still perform money transfers using your Klivvr application.
You can keep it, but you will not be able to use your card once it has reached its expiration date. You will receive a new card, with a different number and a new expiration date. However, you can still use the Klivvr application to send and request money.
The card should be replaced in 10 working days after ordering a new one. Please reach out to Klivvr Customer Support if you have exceeded this duration. You can also reach out to our customer support representatives through our in-app chat.
Yes, there are card limitations for the Go card!
For light KYC-ed users
For full KYC-ed users
Klivvr has 2 plans; Legend plan & Go Plan.
The Legend plan consists of 2 cards, the metal legend card & the plastic legend card. While the Go plan consists of only a plastic Go card.
The main difference between both is that the Go card is a non-personalized card whilst the legend card is a personalized one. In addition to that, you'll find differences in the annual subscription, klivvr perks, price to purchase the card, markup fees and so much more.
For more info: Go to your Klivvr app> Compare plans
The Go card's issuance fee is 50 LE
Both plans differ in their annual subscription fees & card issuance fees. The legend plan has 2 cards: the metal legend card & plastic legend card. The Go plan has just a one plastic GO card & it’s a non-personalized card. Each plan also has a different set of perks.
Legend plan perks
Everyday benefits
Lifestyle benefits
Travel benefits
Protection
Pricing
Go plan perks
Everyday benefits
Lifestyle benefits
Travel benefits
Protection
Pricing
No annual fees, No subscription, Card issuance fees EGP 50
There are 2 Legend cards: the metal & plastic. The issuance fee for the metal card is 3,000 LE & the plastic card is for free. There’s also an annual subscription fee of 1,500 LE for the Legend plan.
The one-time issuance fee for the GO card is 50 LE
You may not use your card, the Klivvr application, or the services to take any action that, as we see:
Klivvr reserves the right to refuse to execute or complete your transaction in addition to suspending or terminating your access to your account if you violate our Usage Policy.
Some of your transactions may carry risks that are higher than those of other transactions. Examples include international money transfers, overseas purchasing, and online shopping.
Klivvr may need to reach you, whether via SMS or a direct telephone call, to verify any suspicious transaction. Thus, it is very important to ensure that your registered mobile telephone is updated.
If you would like assistance with your account, card payment disputes, changing your data, or have a general inquiry about card delivery, please check the Klivvr Support Hub or contact the customer support team through your Klivvr mobile application.
If you are dissatisfied with one of our products or services, our dedicated customer support team is available to assist you in resolving any issue.
We are sorry to hear you wish to raise a complaint and would like to take further action. Klivvr will thoroughly investigate your complaint and provide the findings and final response via e-mail.
Klivvr's customer support team can also help you submit a complaint via in-app chat; otherwise, please write to support@Klivvr.com.
Please note: These inboxes are for filing complaints only. Klivvr Customer Support is available every day and may be able to resolve an issue sooner if contacted through other available channels.
When filing a complaint, please be sure to include:
Kindly note that we can only discuss account-related matters with an e-mail address that is registered to your Klivvr account.
If the complaint is raised through a customer support representative, it must also be accompanied by a reference number.
Klivvr will contact you via e-mail to confirm receiving your complaint and begin investigating. If more information is required, the Klivvr customer support team will reach out to you directly via e-mail.
To add money to your account, follow these simple steps:
P.S. You can also request money from your contacts.
With Klivvr, you can easily send money to any of your Klivvr contacts or invite new users to Klivvr to make sure they’re not missing out on all the Klivvr services.
Service Eligibility
To be able to send money through Klivvr:
Here’s how to send money through Klivvr:
Once the money is sent, the recipient will receive a push notification to notify them that you have sent them money. If they don’t have a Klivvr account, you can invite them from your profile settings section.
Please note that once you send money through Klivvr, you will not be able to cancel or reverse the transaction.
With Klivvr, you can easily request money from any of your Klivvr contacts or invite new users to Klivvr to make sure they’re not missing out on all our services.
Service Eligibility
To be able to request money through Klivvr:
Here’s how to request money through Klivvr:
Please note that you will only be able to cancel the request before it is processed, so be sure to check the details of the transaction carefully.
With Klivvr, you can simply split bills with your friends through your Klivvr app
Here’s how;
No, there are currently no fees associated with adding money to your Klivvr account.