GENERAL FAQ

Shasta App

What is it? And what can I do?
Shasta is a mobile App that is used to make transfers between individuals, at the moment in both Euro and Dollar.

With it, you can send or request money, all instantly, to anyone who also has a Shasta account. Easily, quickly and especially, without commissions! All through the App.

In addition, with Shasta you can also send money to any desired bank account, yours or to whoever you want, simply by indicating the destination account details. And you can deposit money in the App through a bank account and also with a credit or debit card.

What does Shasta have that the competition doesn't?
With Shasta, you can send money requests and payments through QR codes, as well as instant transfers to contacts who also have the App.

Our main objective is to provide financial solutions and allow everyone to manage their money freely. From now on, you can also make currency exchanges, to do so you just have to enter the amount you want to convert, select the currency and that’s it!

Currently, you can make changes from Euro to Dollar and vice versa, but soon we will introduce more currencies. In addition, we always keep working to bring out new features, so follow us on our social media and you won’t miss any news about us!

In which countries is the App available?
For now, we are available in countries of the European Union, Venezuela and the United States. You can download Shasta for free from the Play Store (Android) or the Apple Store (iOS).

If the App doesn’t appear in your Store, it means that Shasta is not operative in your territory. However, we are working to open the App to new countries.

How can I contact Shasta if I have a problem?
If you ever come across an issue or if you have any questions regarding a problem related to the App, you can contact our Customer Service team that is available 24 hours a day, directly via WhatsApp or by writing an email to [email protected].

We will get in touch with you as soon as possible! Also, if you want to consult anything through WhatsApp, you must open the Shasta App, enter in your profile screen in order to select the Support option, and that’s it!

How can I give my opinion? Or make a claim?
Your opinion is very important, so if you have any suggestions or recommendations, write to us at [email protected] and we will be happy to hear your opinions.

If for any reason you had a bad experience with Shasta, you can also make a claim to the email provided above so we can be able to improve.

Transactions

Bank transfers

How can I make a bank transfer?
In Shasta, you can make SWIFT and SEPA transfers both to yourself and to third-parties, to do so you just have to follow the following steps:

  1. Enter the amount you want to send on the main screen and click on “Send”.
  2. Select the “Transfer” method from all the options that appear within the screen.
  3. Choose the type of transfer, SWIFT or SEPA, that you will find above the account details such as Outside the EU for SWIFT and Inside the EU for SEPA, and simply fill in the form with the destination account details.

Keep in mind that the information regarding minimums, limits or other characteristics also depends on the Membership you have or that if there is a commission depending on the type of transfer, it may also depend on the bank.

I am trying to make a bank transfer and it returns me an error, what can I do?
If you tried to make a SWIFT or SEPA transfer and it hasn’t been processed correctly, always check that the amount, the beneficiary or the destination account and the concept are correct.

If you have carried out all the steps correctly but you continue to have technical difficulties, or if you had made another type of transfer with which you also had problems, write to us at [email protected] or open an internal WhatsApp chat through the App.

Can I make transfers to other people's bank accounts?
Of course! You can make SWIFT or SEPA transfers to bank accounts in which you are not the owner. To do so, you must enter the amount you want to send on the main screen of the App and click on “Send”. In the new screen you will see the option “Transfer”, select it and fill it with all the information of the destination account to which you want to send the money.

Remember: In the case of a transfer outside the EU or in USD, there is a minimum required for the transfer in order to be processed correctly.

Can I make a payment to a contact outside the App?
If you need to make a payment to contacts who don’t have the App, invite them to join! And discover the best way to send and request money with just one click.

Although you can make bank transfers to third-parties that don’t have the App, you can also make instant transactions easily and without commissions to other contacts with a Shasta account if you both have your numbers saved on your mobile. And you can make innovative payments by QR and by e-mail to any of them too!

How long does it take for the transfer to be processed officially by the bank?
In this case it depends on the type of transfer. Below you will find information about it:

SWIFT: These are international transfers that can have a commission and they take more than 2 or 3 business days to arrive.

SEPA: These are transfers that encompass the Eurozone with no commissions and they usually take between 2 or 3 business days to arrive.

If you need more information about making transfers, take a look at the question: How can I make a bank transfer?

What information do I have to indicate to deposit or receive money by bank transfers?
The data that you must indicate so that you can receive or deposit funds in the App are those that appear on the screen when you press “Send money to your Shasta account” and the selected option, EUR or USD.

In each case, you will get a screen with all the necessary data and the concept code associated with your Shasta account, which contains one letter and seven numbers, to be able to correctly make the bank transfer to your Shasta account.

Remember: It’s very important that the data indicated is the same that appears on your App screen, especially the concept, which is unique for each Shasta user.

If I get a transfer in Dollar, can I convert them into Euro in my Shasta account and vice versa?
Right now transfers can be made in Euro and Dollar. But yes! If you want to convert the amount received, you just have to go to the Exchange, enter the desired amount and choose the currency you want to make the change. The symbol:

I have money in my Shasta account, how can I transfer it to my bank?

It’s easy! Simply go to your Profile and in “Balance”, click on USD or EUR and you can add your bank account by also clicking on “Add bank”. In the case that your bank account is within the European Union, select this option and you will be able to enter the IBAN of your account. Otherwise, select Outside the EU, where you must enter your bank account and the SWIFT code of your bank. If the transfer it’s outside the EU or in USD, there’s a minimum amount required for the transfer in order to be processed.

Remember: It may vary depending on the plan you are affiliated with, so take a look at the characteristics of each Membership! And if you need more information, you can write to us at [email protected].

QR payments and more

What are QR payments?
It’s an alternative to cash payments, they are fast and very easy to use. At Shasta, we offer this functionality to streamline payments between users. In addition, now you can also generate a QR code to request money and send it to whomever you want from your contacts in Shasta. 
How can I make a QR payment? And how others can make me a payment?
Very easy! Follow the steps below to find your QR code:

  1. Enter your profile.
  2. Go to the top right [MY QR].
  3. Your QR code will appear.

To make a payment, simply show your code to the person, and they must scan it with a specialized App (Android) or simply by opening the mobile camera (iOS), and that’s it!

Can I send a payment request by QR?

Yes! You simply have to enter the amount you want to request, select the “Request” option and then “Generate QR code or Shasta link” so you can easily request the fund to be received using the QR code.

How do I send money to a contact with a Shasta account? And by email?
In addition to the innovative QR payments, you can send money to other users who have an account in the App if you also have them saved in the contact list on your mobile devices. To send money with this method, which is also instantaneous and without commissions, you must enter the amount on the main screen and click on “Send”, select the contact adding a reason as a concept and then click on “Continue”.

To send money via email, you must select the “Email” option and write the email that your contacts had linked to their Shasta account, as well as the reason as a concept. Obviously, you can also receive money from your contacts in these ways too!

Can I send a payment request to another Shasta contact?
Yes! You must enter the desired amount and select “Request”. Then you must enter the contact that you have saved on your device and that also has an account in Shasta, in addition to the reason for the request as a concept. With the request already sent, your selected contact will receive an alert notification in the App so that they can complete the payment. Everything it’s very easy and fast!

Income and withdrawals

How do I deposit money to my Shasta account?
Very easy! You can deposit through a bank transfer or with a credit or debit card, to do so you simply have to follow the following steps:

  1. Select the top of the screen that says “Balance.”
  2. Choose the option Add Money”.
  3. Choose the method to deposit money, by card or transfer.

Remember: When you make the deposit by bank transfer you must enter the same concept and all the data that appears in the screen of your App if you go to “Send money to your Shasta account” in your profile. 

How do I receive money or income from my Shasta contacts?
You can get money from your Shasta contacts, also by the QR code method, by e-mail or by bank transfer too. You simply have to indicate your account details, the respective concept for the payment and that’s it!
How do I do it to withdraw money to my bank account?
To withdraw the money that you have in Shasta to your bank account, you can add your bank account in the App. To do so, in the “Balance” section of your Profile, you must press the USD or EUR option and add your bank account data in “Add bank”.

Remember to keep in mind the type of transfer, either SEPA or SWIFT, when withdrawing the money. You will find more information about this in the question: I have money in my Shasta account, how can I transfer it to my bank?

If it is more convenient for you, you can also withdraw the money to your own account or to a third-party account simply by sending it to the destination account. To do this, you must enter the amount on the main screen and click on “Send” and then select the option “Transfer” so you can fill in the respective form with the required data of the bank account where you want to send the money.

Can I withdraw cash from my Shasta account?
No, cash withdrawals of the funds accumulated in the App can only be made if you have the Shasta Card but not directly through the App.
How do I withdraw cash with the Shasta Card? Can I do it at any ATM?
If you already have the Shasta Card, you simply have to go to an ATM, insert the card and withdraw the desired amount. Remember that depending on the plan you are adhering to your type of Membership in Shasta, the number of withdrawals with the card may vary.

If you travel with the Shasta Card and want to have cash, you can do it without any problems but keep in mind that some ATMs apply commissions in the process, also depending on the plan you are affiliated with.

Sending money

How do you send or receive money?
At Shasta, we offer different methods to make payments via mobile. You’ll find all the information on how to send or receive money in the whole sections of Bank transfers and QR payments and more.
Can I send or request money as many times as I want?
Yes! In Shasta, you can move as much money as you want, as many times as you want. Even so, to guarantee maximum security, if our system detects any suspicious payment or movement, the user will be notified, and we will request additional information about it.
Can payments or money transfers be automated with Shasta?
Of course! You can send periodic and recurring payments to your contacts with Shasta, to do so you just have to:

  1. Enter the amount you want to send.
  2. Press the “Send” button.
  3. Select the person you want to make the payment to.

Remember: Once you click on the “Continue” button, you will be able to select the “Save standing concept” option and set the start and end date of payments, and the periodicity in which they are going to be made. You will also be able to see the calculation of the total amount that you would send based on the dates you choose and the time that elapses between payments.

Can you send money to multiple users?
No, at the moment it’s not possible to send to multiple users at one time since most of the transfers are of large amounts of money, the payments are individual. With that, we make sure to reduce the margin of error and avoid any problems with the transfers.
I introduced the wrong destination account or the wrong concept when sending or receiving money, what can I do?
Don’t worry, in case of introducing the wrong data, quickly contact us through the WhatsApp chat of the App and we will help you solve it. If you have sent a request and would like to modify its destination account or concept, before it is reciprocated, you must cancel it by sliding to the left and send a new one with the correct data. If you have sent money to the wrong contact or the contact you requested money from has already completed the transfer, then it cannot be cancelled.

In any case, if you cannot solve the problem, write to us at [email protected] or contact us directly by WhatsApp.

Shasta Card

How can I obtain the Shasta Card? Does it have any cost?
In order to request the Shasta Card, your account must be validated with your identity documentation that must not be expired and meet the necessary additional requirements. Once these steps have been completed successfully, you will be able to request the Shasta Card with your own name. Then you just have to go to your profile and select the option “Order Your Shasta Card”!

When you order the card, you’ll have the option of modifying the shipping address. If everything is correct, we will send you the card to that place us as soon as possible. The shipping cost is completely free.

What requirements do I need to be able to request the Shasta Card?

To request the Shasta Card, your account in the App must be validated by completing the verification process through the App with valid European documents. For this reason, we recommend to do so with the passport of the European Union or in the case of Spain, with the DNI and NIE, either the TIE document or the residence permit, along with a photograph of your face so that the verification service can verify all your data and identity correctly.

For now, keep in mind that the card is currently available to users who have validated their account with the already mentioned European documentation that must not be expired, in addition to an initial deposit of 20 euros in the App. That income depends on the type of Membership you have, but in any case, these funds will continue to be completely available for your use.

These requirements are necessary since requesting and obtaining the Shasta Card has no cost!

The Shasta Card, is it a credit or debit card? Where can I use it?
The card we offer is a prepaid VISA, with it, you can make purchases in stores and shops, whether physical or online.
In which countries can I use the Shasta Card? Can I use it all over the world?
You can use the Shasta Card anywhere in the world, without having to worry about paying commissions for using it. It is ideal for travelling or visiting countries for that reason!
How do I activate the Shasta Card?
Very easy! When you have your card for the first time, you just have to access your profile in the App and go to the Shasta Card section, then enter the corresponding data with the MP number that you will find on your physical card.

Is it necessary to create a PIN to be able to use the Shasta Card?

When making purchases in some stores, sometimes a PIN may be required, but you can easily obtain it from the App itself in the card settings screen. You just have to click on “Request PIN” and you will receive an SMS with the PIN of your card that you’ll use if it is required in any payment.

Can I withdraw cash with the Shasta Card? Is there a maximum number of withdrawals?
Yes, with the Shasta Card you can make cash withdrawals to any ATM, but keep in mind that some banks apply commissions. Depending on the plan you are affiliated with your Membership in Shasta, these commissions can be returned. At the same time, the number of withdrawals varies depending on the Membership which you previously selected.

Check the characteristics of each Shasta Membership!

What happens if the Shasta Card is lost or stolen?
In case of theft or loss, you can freeze the card instantly from the App itself, and the Shasta card will be totally blocked so that it cannot be used by anybody.

I have not received my Shasta Card, why?
In case the shipment is delayed, please contact [email protected] so that we can see the status of the shipment and be able to help you and inform you about it.

Remember: Currently with the COVID-19 situation, card shipments have been affected. Even so, we work to be able to meet the estimated times.

Security

Who can see the records of my movements? Can they be erased?
At Shasta, we consider all privacy issues of great importance, so only you can see all the movements you make within the App! No other user can or has access to your records.

To check your movements, you just have to access “Movements” by pressing the upper left button. All your movements are recorded and cannot be deleted.

Is my money safe in Shasta?

Totally safe! Our technology has 256-bit encryption in order to protect the security and privacy of transactions so your money is always safeguarded.

What authentication methods are there in Shasta?
Your money is yours, so what better way to protect it than using a personal PIN, fingerprint or Touch and Face ID!

You can enable these methods in the App Profile.

Will I be informed of any news that occurs in Shasta?
Of course! We will send you personal notifications with Shasta news, in addition to receiving information about your movements.

Remember that in order to receive them you must activate them first so you won’t miss a thing!

Features

What payment methods does Shasta offer?
At Shasta, we offer you different types of payment. You can make SWIFT and SEPA bank transfers, pay through the innovative method with QR code, make instant transactions to other Shasta contacts or by e-mail and enjoy the benefits of the Shasta Card. You will find more information in their respective sections.

Bank transfers

You can make two types of bank transfers, SWIFT and SEPA. SWIFT-type transfers are international, which can take more than 2 or 3 business days and have a commission that usually depends on the bank. SEPA-type transfers are all those that are included in the Eurozone and they usually take between 2 or 3 business days in addition of not having any associated commission.

Keep in mind that you can send bank transfers to your account or to third-parties, as well as receive bank transfers from other people to your Shasta account, while you can deposit funds in the App from your own bank account and also by your debit or credit card too.

 

QR payments

At Shasta we offer this revolutionary form of payment and alternative to paying in cash. Thanks to the QR code you can make transactions easily without the use of cash or even cards!

In addition, now you can generate QR codes and send them to the person you want to make a payment, in a convenient and innovative way to make your transactions easy and comfortable.

Transactions to Shasta contacts and by email

These transactions between Shasta contacts are instant and without commissions too. Also, they are very easy to perform. In order to do so, you must select the desired quantity, and choose the method, including the reason as a concept.

Remember that in order to carry out this transaction to your Shasta contacts you must both have saved your numbers in your mobile list. And to do it by email, you must introduce the email associated with your contact’s account in Shasta and select the desired amount with the reason as a concept.

Shasta Card

When you open your profile in Shasta, you have the opportunity to obtain the Shasta Card, a prepaid card in order to make payments in physical and online stores, withdraw cash from any ATM and travel with it without worrying about commissions.

Can I exchange currency on Shasta?
Yes! Currently, you can change between Euro and Dollar and vice versa. To be able to do so between these currencies, you just have to follow the following steps:

1. Select the icon with the Exchange symbol:

2. Enter the desired amount you want to change.

3. Choose the currency of exchange, either Dollar or Euro.

Does Shasta use blockchain technology?
At Shasta, we stand out for our priority of using the newest technologies. So far there is not a blockchain element in the App, but it could well be implemented in the future.
Are there features with cryptocurrencies?

Shasta does not currently manage the use of cryptocurrencies within the application, although we highly value it so we contemplate to implement it too.

Shasta Account

How can I register for the first time?
In order to register your Shasta account, you must follow the following steps:

  1. Install the Shasta App on your mobile device (iOS or Android).
  2. Enter your phone number and enter the validation code that you will receive by SMS.
  3. Upload the necessary identity documents to be able to validate your account (they can’t be expired).

And that’s it! When the validation process is finished, we will notify you if the result is successful through a notification from the App.

What documents are accepted to validate the account in Shasta?

To open your account in Shasta, you only have to be of legal age to register and have the relevant documentation for the territories in which we operate to be validated in order to be able to enjoy functionalities such as operations to make bank transfers. Therefore, you must complete the verification process by going to your Profile, clicking on Personal and then on Identification, attaching the following images through the App:

– A photograph of the current physical document of the United States, the European Union and Venezuela, showing all the data.

– A photograph of your face like a selfie type of image, so that the verification service can verify your identity correctly.

Currently, the documents necessary to successfully validate your account must be not expired and and these are the accepted documentation:

  1. Valid US, European or Venezuelan passport.
  2. If you have documentation from Spain, the DNI or NIE is also accepted, either the TIE document or the residence permit, as well as the passport.
  3. If you have documentation from Venezuela, the current extension is also accepted in addition to the passport and also.

If you want to apply for the Shasta card, you must also have your account verified but you must consult the required documentation to obtain it in the specific question about it: What requirements do I need to be able to request the Shasta Card?

And if you have any questions about the documentation or if you have technical difficulties during this process, contact us by writing an e-mail to [email protected] or through WhatsApp. Also, if you have carried out the process but your account has not been validated, you can consult the question: Why has my profile not been validated?

Why has my profile not been validated?

If your profile has not been validated it may be for different reasons:

  1. The documents are expired or the data from the documentation is incorrect.
  2. The image is not clear enough and it is very important that they are not blurred or with flash.
  3. The documents uploaded are not valid, such as a driving license.
  4. The documents attached have invalid data or are from another country and territory in where we don’t operate.

To find out which documents are valid you can take a look at the question: What documents are accepted to open and validate the account in Shasta?

What is the IBAN that appears on my profile?
The IBAN is common for all Shasta users, the concept indicated just below is what differentiates each user and through which we identify who owns the funds of the Shasta account.

For this reason, it is very important that you indicate the same information that appears on your App screen correctly when performing the operations that require them.

How can I edit my profile details?
It’s very simple! Access to your Shasta profile and go to the Personal section where your information details are located and then go to the Edit Profile in order to modify the following information:

  1. Your profile pictures.
  2. Occupation.
  3. Email.

In case you want to change or correct any data but you couldn’t, send us an e-mail to [email protected] or contact us via WhatsApp. 

What do I do if I change my phone mobile number and also wanted to keep my account?
No problem! You just will need to contact us through the WhatsApp chat within Shasta or write to us at [email protected] with your request, and we will proceed to migrate your profile to your new mobile number.
Can I have two or more cards associated with my account?
At the moment, you are just allowed to have one card in which you are the owner associated with each profile, but in any case, you can disassociate your card without any inconvenience and add a different one that you also own.
Can I pay in a store with Shasta?
You can pay by your Shasta Card but not by the App, as this functionality is currently not available. Even though, we keep working on new payment methods that we wish to announce soon. Follow us on social media so you won’t miss any news! If you want more information about Shasta Card or how to obtain it, you can consult its respective section.
Can I register myself as a Business account?
Currently, this option is not available, but we are working to implement it in the near future. So, don’t lose track of us and follow us through our social media to find out about any news! If you need more information, do not hesitate to write us with all your questions at [email protected] too.
How can I unsubscribe from Shasta?
If you change your phone number or uninstall the application, your profile will be maintained and your funds will remain saved. But if you want to delete your profile, send us an e-mail to [email protected] and we will proceed properly with deleting your account.
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