Flow Crypto Help Centre
Help Centre
Clear, practical guidance for payments, wallets, verification, orders and account support.
What can we help with?
Search a task or browse every topic. All guidance remains available without JavaScript.
28 articles and pages
Start here
1 guidePayments
7 guidesPayments
Choose an available method at checkout, then pay once using the exact order instructions.
Supported Banks and Payment Availability
Manual NZD bank deposits are separate from the bank lists supported by optional instant-payment providers.
Payment References
Copy the unique reference from the payment instructions into the reference field in your bank.
Bank Account Name Matching
Use a bank account in your own verified name so the payment can be matched and reviewed safely.
Quote Expiry and Repricing
A displayed quote can expire; delayed payment or deposit may require a new rate, cancellation or refund.
Order Statuses
Your activity page shows whether an order is awaiting payment, processing, complete or needs attention.
Refunds
Eligible refunds are returned to the original verified payment account where lawful and practicable.
Wallets and security
5 guidesWhat Wallet Should I Use?
Choose a wallet by deciding who should control the keys, which assets and networks it must support, and how much security you need.
Supported Wallets and Networks
Wallet brand alone is not enough; the receiving wallet must support the selected asset on the selected network.
Wrong Network and Wallet Address Risks
Crypto transfers are generally irreversible, and using the wrong address or network can permanently lose access to funds.
Crypto Scams and Wallet Safety
Never share a seed phrase or private key, and independently verify every payment request and wallet address.
Report a Security Incident
Secure the affected account or wallet first, then contact Flow Crypto with non-secret incident details.
Verification and limits
4 guidesVerification Requirements in New Zealand
Verification includes account details, tax-residency information and a hosted identity check with ID and liveness evidence.
Fix Verification Problems
Use a current supported identity document, clear images and details that match your account before retrying.
Source of Funds and Source of Wealth
Describe where the money for your transactions came from and upload evidence that supports the source you select.
Account Limits
Your dashboard is the source of truth for your current single-order, rolling 24-hour and rolling 30-day limits.
Products and support
6 guidesSell Orders
Create a sell quote, confirm your bank account, then send the exact asset amount on the displayed network.
Crypto Swaps
Confirm both sides of the swap, then send the exact deposit asset on the displayed network before the quote expires.
Recurring Purchases
Create a plan, copy its bank instructions exactly and manage both the Flow plan and your bank standing order.
Tax Reports
The dashboard report summarises recorded Flow Crypto activity using FIFO and is information, not tax advice.
Account Recovery
Reset a forgotten password by email code, or contact support when another access factor is unavailable.
Complaints
Send a clear complaint with your account email, relevant order reference, desired outcome and supporting evidence.
Company and policies
5 guidesAbout Flow Crypto
The story, operating principles and team behind Flow Crypto Limited.
Contact and Support
Ways to contact Flow Crypto and track a support request.
Terms of Service
The legal agreement governing use of Flow Crypto's services.
Privacy Policy
Flow Crypto's privacy policy for customer and platform information.
Disclaimer and Risk Disclosure
Important risk disclosures for cryptoassets, wallets, orders and third-party services.