Frequently Asked Questions


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Who are we?

UAB Walletto is an electronic money institution having a license issued by the Bank of Lithuania on 29 March, 2018. We provide financial services ranging from opening a payment account to card issuing and acquiring. Our goal is to make payments acceptable, cost-effective and easy for merchants of all sizes.

Where do I start?

Before you decide and start using our services, please read legal documents carefully, which are of high importance:
1) General Terms and Conditions;
2) Privacy policy.

What do I do next?

Contact us by using our website. After filling in your details and completing identification, you will be able to use all of our benefits. Walletto account can be opened in seconds.

Why is my personal data being collected?

The main purpose for which we collect your data is to provide payment services. As a payment service provider, we are bound by law to establish and verify prior to entering into financial services transactions with you, also, at the time of the provision of the services, to request further information, as well as assess and store this information for the retention period set out by legislation.

What is an IBAN?

IBAN (international bank account number) is an international bank account number standard used by banks to credit funds to a recipient’s account. IBAN standard is used in SEPA (Single Euro Payments Area) countries: all countries of the EU together with Norway, Iceland, Liechtenstein, Switzerland, San Marino and Monaco.

Where can I see applied service fees?

You can view applied fees on our website: If you have difficulties accessing the fee list, please contact our Customer support team via e-mail: Our team will either confirm the fees or send you a copy of the fee list.

I have noticed an unauthorised transaction and suffered losses, what should I do?

If losses of funds have been incurred due to the use of a lost or stolen payment instrument or illegal misappropriation of a payment instrument, you may bear all losses that have arisen up to 50 euro. Make sure to contact us immediately.

How do I protect my card information?

Never share your personal information. Most common phishing scams come from phone calls, text messages, fraudulent websites, and suspicious emails. That is precisely why you should never share your account information via email, text messages, phone calls, other mediums, and even in person. We, or any other legitimate organisation for that matter, will never ask you for your account information, including your passwords.
Use reliable websites. Check if the online store is legitimate, double-check the website address to make sure you’re in the correct place, remember to log out on public computers.
Use a secure PIN code. When creating a PIN, ensure a random combination of numbers is chosen. Do not use combinations such as 1111, 1234, your year of birth, address numbers, or other personal or easily guessed information. If you think that your card information was leaked please contact us immediately via e-mail

Why I can’t use my account?

We serve thousands of clients around the European Economic Area (EEA) and provide various services. Therefore, we need to follow loads of rules and requirements from our regulator – the Bank of Lithuania, as well as our partners. In order to fully identify the cause, you should contact us via e-mail

Why my application was rejected?

Reasons for application rejection may vary. Refusal to register you in our system is always based on important reasons, for example failing to provide requested documents.

How do I file a complaint?

Should you not be happy with the provision of our services, you are advised to submit a complaint through the following means:
1) by sending an e-mail to;
2) by sending the compliant via registered mail at: Žalgirio str. 92-805, Vilnius, Lithuania; We aim to deal with all complaints as quickly as possible, however, if this is not possible, we follow our complaints procedure. We will respond to your complaint within 15 business days and in extraordinary circumstances - within 35 business days.

What if I’m still not satisfied how my issue was resolved?

Providing excellent service to all our customers is very important to us. However, if you are still not satisfied, you may submit a complaint to the Bank of Lithuania as a supervisory authority.


The information and suggestions provided in this publication are for general reference only. They do not serve as an exhaustive guide to the application of the law.

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