Frequently asked questions

How do I fill out the form on the home page?

• See the guide on the "How to send a payment step-by-step" for help.

Who operates the Europlatba.cz system?

• The system is operated by EasyChange s.r.o., a company that has been successfully operating in the financial services sector since 2010. It is supervised by the Czech National Bank - information about its registration can be found on its website HERE.

Who can use the service? Is the service only for citizens and companies from the Czech Republic? 

• The service can be used by anyone who has a bank account at the bank and, if necessary, is able to provide a valid identification document. However, such an individual or company should not be on the EU sanctions list or on the sanctions list attached to Government Regulation No. 210/2008 Coll. in the current version. However, in most cases, a personal identification document is not required.
• Our service is not limited by the state. You can also use the service from abroad, whether you are from Slovakia or France, and payments can be sent to almost any country in the world, with the exception of prohibited countries.

Do I need to enter into a Framework Agreement with you to be able to send a payment/exchange money?

• Do I need to enter into a Framework Agreement with you to be able to send a payment/exchange money? No, you do not need to enter into any contract with us or register to use the Europlatba.cz portal. If you are interested in the possibility of a Framework Agreement and obtaining a better exchange rate and other benefits, which is subject on regular transactions of certain volumes, please visit our main website www.easychange.cz. 

How is it possible that you offer better exchange rates than banks? 

• This is due to the large volume of transactions. We buy euros from some and sell them to others. The difference between buying and selling (i.e. the spread) is what we effectively work with, and this spread is several times smaller than in the case of banks, thanks to our efficiency and our own practice-designed software.

Is the transfer somehow limited to a minimum amount? Is there a limit on the amount of money?

• No, there are no limits on the amount of money transferred, neither upper nor lower limits.

Is the service truly free of charge?

• Yes, our service is completely free of charge. We do not charge any fees for our service, currency conversion or for sending payments within the EEA (European Economic Area). The only potential cost to you may be the bank fee for sending the payment according to your bank's tariff. When transferring within the same bank, this payment does not have to cost you anything extra.
• However, for payments outside the EEA states, we no longer avoid bank fees, and these fees are transfered on to the client. You can see the specific fee directly when filling out the form. More details are provided in the following section:

What does SHA and OUR fee mean? 

• This is a common bank designation of the so-called "payment mode":

• SHA (shared) - the recipient and the sender share the bank fees (the sender pays his/her bank for the outgoing payment and the recipient pays his/her fees for crediting the payment to their account). In EEA countries, euros can only be sent in SHA mode.
• OUR - means that all bank fees, including those incurred by the recipient and along the payment route, are paid by the sender of the payment. This fee option is only available for sending euros outside the EEA countries. Choose this option if you want to ensure that the recipient receives the entire amount sent and that the recipient's bank or correspondent banks do not deduct any fees.
• When sending euros within the EEA countries, the recipient will always receive the exact amount, as this is how SEPA payments within the EEA countries operate. You only choose this payment method if you are sending a payment outside the EEA countries.

The form is reporting an error "IBAN contains invalid input." but I copied the IBAN number from the recipient's documents. 

• Verify the correctness of the IBAN on the website https://www.iban-rechner.de/, which verifies the accuracy of IBANs. The most common mistake is that the user does not copy all the IBAN characters into the field. If the recipient provided you with an incomplete IBAN, please ask them for the complete one.

Will I receive a transaction confirmation? What is the difference between the transaction confirmation I receive immediately after submitting the form and the one that I receive after the transaction is processed? 

• Yes, immediately after submitting  the payment form, you will receive a transaction confirmation to your e-mail that can be used in your accounting purposes. You will also use this confirmation to make the payment to our collection account.
• After the transaction is finally processed, you will receive another transaction confirmation. If you are sending money abroad, e.g. to suppliers, this second document is convenient for your payment recipient to easily match the payment. This confirmation will show from which of our accounts the payment came and that it was sent by you, with our company acting as an intermediary. This is very common in the southern countries of Europe and in France, for example.

I did not receive a receipt or an automatic email. What now?

• You will receive an automatic email within a few minutes. If it didn't and you can't even find the email in your spam folder, you probably entered your contact email address incorrectly. Write to us at info@easychange.cz, tell us the payment details (Your name, amount, recipient). We will search for the order in the system on working days between 9:00 and 17:00 and send the document to your e-mail address. Please do not re-enter the order in the web.

How long does it take to settle? How soon will the recipient receive the payment?

• We send euros abroad directly from our foreign accounts, allowing us to send money to the recipient even at times when euros cannot be sent from certain domestic banks until the next business day. In such cases, we are faster.

Recipient claims they didn't receive the payment. What now?

• First, wait. For payments outside the EEA and for dollar payments, it's common for the payment to be routed through correspondent banks, which can take longer for delivery. 
• The more common situation is that the recipient has received the payment but is having trouble matching it with your order/invoice. This is quite common with recipients in Italy and France, and recently also in Germany. You shouldn't be alarmed by this. In such cases, send the payment recipient the transaction document you received via email. This document is attached as a file to the email titled "Your transaction No. *** has been sent from our account." In this document, the payment recipient will see from which of our accounts the payment came and that it was sent by you, and our company is only intermediary for the payment.

• If you haven't resolved the issue this way, please contact us via email at info@easychange.cz, provide the transaction number, the submission date, and any other details. Please do not call, as we do not accept or provide business information over the phone. Therefore, we will not work on locating the transaction without written email documentation.
• We can also provide you with a scan of the outgoing payment from the bank, which you can send to the recipient for further discussion. Please note that if you request a report/investigation from our sending bank, it is possible but usually incurs a fee from the bank, and we cannot guarantee a timeframe for the investigation. This also depends on the communication between the sending bank and the recipient's bank. In that case, based on your decision, we will submit a request to the sending bank for an investigation, but we will require a refundable/reconcilable deposit from you in advance because the investigation costs will be deducted from our account. We believe this approach is acceptable to you.
• The last possibility is that you made a mistake in the recipient's account (IBAN, BIC/SWIFT) or in the name under which the recipient's account is held in their bank. In such cases, it is common for the payment to be returned to our account. In such a situation, if it is clear who initiated the payment, we will contact you and try to resolve the issue together. Sometimes the payment is returned in a way that further identification is not possible without your assistance. If you have information that the payment has not been received, please contact us via email, and we will try to identify the payment again and find a solution. When contacting us, please always provide at least the confirmation number, amount, and the date you initiated the transaction.

Is it possible to pay by card or cash?

• No. We do not plan to offer these options in the future either. If you do so anyway, we will cancel your transaction, and the funds you have paid will be available for you to collect at our company headquarters within five working days upon presenting the confirmation document and your two valid personal documents (e.g., ID card and driver's license). Additionally, an administrative fee will be charged according to our price list, which will be deducted from the refunded amount. 

Which personal details will you require from me? 

• Only your first and last name or the business name of the company is sufficient (this information is then transferred to the created transaction document). We do not accept incomplete names, abbreviations, nicknames, etc. Additionally, you will only need to provide your email address, where you will receive transaction documents, and a phone number for potential quick issue resolution. More personal information is required only for amounts exceeding 1,000 EUR. More details are provided in the following point.

What does it mean to fill out the so-called Declaration? 

• For amounts over 1000 EUR, there is a legal requirement for so-called "client identification" (Act No. 253/2008 Coll.). This involves filling out a short Declaration and sending it to our email along with a copy of both sides of your identification document (either ID card or passport + proof of residence). It is necessary for the information on the document to be legible and current. We do not use this information for anything else; it serves only as a legal basis for transactions exceeding the limit and for possible random checks by the Czech National Bank and the Financial Administration of the Ministry of Finance of the Czech Republic under Act No. 253/2008 Coll.
• The entire process can be completed via email, taking only a few minutes, and this Declaration is valid for 12 months if your verified identification document, last name, or permanent address remains valid during that time.
• The Declaration will be automatically offered to you when entering amounts exceeding the equivalent of 1,000 EUR.

Your website is displaying incorrectly on my smartphone/tablet.

• For older operating systems (e.g., Android 4.4), this might occur, especially if you're using the default web browser that came with the device from the manufacturer. Update the web browser or try using the Google Chrome browser. According to the experience of our clients, Google Chrome enables flawless display even on older devices. Alternatively, you can use a traditional computer to access the website.

I sent the funds to the collection account, but I forgot to include the variable symbol / I sent the funds to a different collection account than the one specified in the confirmation. Is it a complication?

• Yes, it is a complication that prolongs the settlement of the entire transaction, and we cannot guarantee settlement within the usual standard timeframe. In the case of a missing variable symbol or an incorrect collection account, we must manually trace the payments and contact you to verify the payment. Any tracing of payments is carried out only after the settlement of all transactions on that day. Therefore, to ensure the fastest possible settlement from our side, it is necessary to follow the payment instructions in the confirmation.

What if I still don't know what to do? 

• Our customer hotline (tel. no. +420 246 083 752-753, info@easychange.cz) will address your inquiry at any time during our operating hours on business days in the Czech Republic.