Here you can see frequently asked questions related to TransRole. Please refer it before contact us.
How long does it take to review the personal information submitted when opening an account?
It usually takes about 1 business days to complete, but it may take longer depending on the status of your application.
What should I do if I cannot receive the verification email?
If the verification email has not been received within a few minutes, please check whether the following conditions apply.
・Is the email address entered incorrectly?
・Verify whether the letter is regarded as spam and moved to the spam mailbox.
Can one person hold multiple accounts at the same time?
Each email address can apply for a TransRole account, so one person can hold multiple accounts at the same time.
Are there any handling fees for TransRole’s services?
TransRole does not charge customers a handling fee when opening an account and using the service. Remittance and exchange between accounts can be used free of charge, but additional fees will be incurred when depositing and withdrawing funds.
What should I do if I want to change my registered personal information?
If you want to change your registered personal information such as email address, residential address, phone number, etc., you can go to the Personal management page of TransRole to make changes.
Can I continue to use TransRole if I change the device used by the client?
Yes. Just reinstall TransRole on the new device and select “Account Transfer” to automatically transfer the original account to the new device. However, in the following cases, you cannot continue to use the original account.。
・The new device is an operating system not supported by TransRole. (such as BlackBerry, Nokia, Windows Phone, etc., operating systems other than iOS and Android)
・The new device is a device type not supported by TransRole. (such as feature phones, tablets, etc., devices other than smartphones)
・When the phone number of the new device is different from the phone number of the original device.
What should I do if I can no longer use TransRole after changing the device model?
If the account transfer fails, the information in the original account will not be transferred. If this happens, you need to re-register a new account.
Can I use the same TransRole account on different devices?
The same TransRole account cannot be used on different devices.
What to do when you forget your password?
From the “Login” screen of TransRole, click “Forgot Password” at the bottom of the screen to reset your password.
What are the deposit and withdrawal channels that can be used in TransRole?
In terms of deposits, TransRole supports bank remittances, and credit/debit cards deposits; in terms of gold withdrawals, TransRole supports bank remittances.
What fiat does TransRole support?
In terms of legal currency, TransRole supports Japanese currency, U.S. dollar, Euro, Chinese yuan, Singapore dollar, Australian dollar, Hong Kong dollar.
What are the banks that can be used in the country?
Support major banks, local banks, and domestic banks such as online banking.
Does TransRole support remittances from foreign banks?
Yes, TransRole also supports overseas bank transfers outside of China.
What can I do if I can’t link my bank account?
There may be the following reasons why the bank cannot successfully bind the bank account:
・The personal information registered with TransRole does not match the personal information of the bank account. (In this case, please update your personal information in TransRole.)
・The bank account is already linked with another TransRole account.
What should I do if I cannot deposit funds from my bank account to TransRole?
There may be the following reasons for not being able to deposit funds into TransRole from a bank account:
・Bank account information has not been linked with TransRole.
・The deposit amount exceeds the maximum deposit amount or is lower than the minimum deposit amount.
・The bank used is not a bank supported by TransRole’s service
What can I do when I cannot bind my credit/debit card?
If you have entered the correct credit/debit card information, but cannot complete the binding, please confirm the following.
・Whether your credit/debit card supports online payment.
・Whether your credit/debit card supports overseas payment
・Whether your credit/debit card is a business card (TransRole also supports business cards, but business cards may be limited when used for certain payments.)
What should I do if I can’t use my credit/debit card to deposit funds?
If the payment with the bound credit/debit card fails, please confirm whether there are any of the following situations.
・The credit/debit card information is correct.
・Whether there is a brief error in the system.
・Is it blocked by a system such as an anti-theft brush system
・Has the credit/debit card expired?
If none of the above happens and you still receive the error message, please ask your credit/debit card company.
Is it possible to link multiple bank accounts or credit/debit cards to the same TransRole account?
Yes, multiple bank accounts or credit/debit cards can be linked to a TransRole account.
After applying for withdrawal, what should I do if it does not arrive in the account?
After submitting the withdrawal application, if the account is not received within 3 working days, please confirm whether the information of the withdrawal bank you bind is correct. If you withdraw funds to the wrong bank account, please contact TransRole customer service.
What should I do if I want to receive funds via transfers between personal accounts?
If you already hold a TransRole account, after the remittance account is completed, the funds received will be displayed in your account balance synchronously. If you do not already have an account with TransRole, you need to register an account in advance.
Is there a limit on the amount or number of remittances between personal accounts?
TransRole does not set limits such as the maximum remittance amount or the number of remittances.
How much is the handling fee for personal account transfers?
The remittance fee for personal account and company account is 1.00USD/100Yen. If the transfer currency is different, an additional exchange fee will be added when an exchange is required.
For more information, please go to「“Fees List”」page for confirmation.
Why is there a slight difference between the remittance amount and the actual amount received?
When depositing funds by bank transfer, 8% of the funds will be deducted as a handling fee.
Is currency exchange possible in the wallet?
TransRole Wallet supports 6 fiat currencies (JPY, USD, EUR, CNY, SGD, AUD, HKD) , and you can exchange between these currencies at any time. Exchange will not be possible during system maintenance.
Is it possible to exchange multiple currencies at the same time?
Multiple currencies cannot be aggregated and converted at once. Different types of currencies need to be exchanged separately.
Is there a cap on the exchange amount?
There is no upper limit on the exchange amount.
Can I cancel after the deposit is completed?
Cancellation is not possible after deposit. If the receiving account number is entered incorrectly and the remittance has been completed, please contact your remittance bank to assist you in completing the refund.
What to do when you want to terminate TransRole’s service?
If you wish to terminate TransRole’s service, you can contact TransRole customer service to assist you in terminating the service after confirming that there is no balance in your account.
If you have any questions or concerns, Please feel free to contact us.
