Top up¶
Topping up moves money from your bank into your CO2IN wallet, so you can buy CO2IN. There is no charge for it, and it usually arrives within 0–2 business days.
How do I top up?¶
In the app or the Client Portal, open the Wallet tab and choose Top up. Pick a method, enter the amount, and you will be shown the bank details to send to — including a payment reference.
The payment reference is a 10-digit code that identifies your account. Without it, CO2IN cannot match your money to you, and the transfer is usually returned. Copy it exactly.
What methods can I use?¶
Bank transfer only, in two flavours:
- SEPA transfer in euros
- Local transfer in Czech crowns
Which currencies can I send?¶
Euros and Czech crowns. Your wallet itself is held in EUR, so Czech crowns are converted on arrival.
Sending any other currency is a bad idea — see can I send other currencies.
Where can I send from?¶
Any of the supported countries, and any other country using the SEPA scheme.
Is there a fee?¶
No. CO2IN does not charge for topping up, in either currency.
Two things can still reduce what arrives, and neither is a CO2IN charge:
- Czech crown top-ups are converted to euros at the rate described in conversion.
- Non-SEPA international transfers can be trimmed by intermediary banks along the way. CO2IN credits what actually arrives — see why did I receive less.
How long does it take?¶
| Stage | Time |
|---|---|
| Your bank to CO2IN | 0–2 business days |
| CO2IN processing once received | within 1 business day |
Czech crown transfers are often faster, because most local banks support instant payments.
How will I know it has arrived?¶
The mobile app sends you a push notification when the top-up is credited. Either way the transaction appears in your Wallet, in the app and in the Client Portal.
If notifications are not reaching you, check they are enabled for CO2IN in your phone's settings.
Why must the sender's name match my account?¶
Anti-money-laundering rules: CO2IN can only accept money from an account held by the same person or company as the CO2IN account. A transfer from someone else's account will be returned, even if the reference is correct.
Why should I top up at all?¶
You do not have to. You can use CO2IN without ever topping up — receiving CO2IN from other people, and earning it through achievements.
Topping up is simply how you get euros into your wallet in order to buy CO2IN.
My transfer has not arrived¶
Give it 5 working days from sending. Most delays are the sending bank rather than CO2IN, which processes what it receives within 1 business day.
After that, contact support@co2in.com and CO2IN will trace it with its bank.
Something was wrong with my transfer¶
What to do depends on what went wrong.
Whenever you contact support about a transfer, send a PDF payment receipt from your bank and your CO2IN ID, from Settings → Contact Support. Those two things are what make it possible to find your money.
The payment reference was missing or wrong¶
CO2IN cannot match the payment to your account automatically. Contact support@co2in.com with the receipt.
If it cannot be matched at all, the money is returned to the sender.
The amount was wrong¶
Usually nothing to do. CO2IN credits whatever arrives, provided it clears the limit and the matching checks.
If it does not, you will either be contacted or the money will be returned.
It went to the wrong account number¶
This is the one CO2IN cannot help with, because the money never reached it.
Contact your own bank immediately and ask them to recall the payment. The sooner you ask, the better the chance of getting it back.
Why was my transfer sent back?¶
Three common reasons:
- The payment could not be matched — missing or incorrect reference.
- It would exceed your limit — money above the cap is returned rather than partly credited.
- Something else on the account blocks it, such as a name mismatch.
If none of those seem to apply, ask support@co2in.com to look.
Why did I receive less than I sent?¶
For international transfers outside SEPA, intermediary banks can take a cut before the money arrives. CO2IN credits the amount that actually lands in its account, and has no visibility of what was deducted en route.
Your own bank can tell you before you send whether intermediary charges apply. Sending by SEPA in euros avoids the problem.