To create your account, you can follow these simple steps:

1. Download and open the Lama app.
2. Click on “Create account.”
3. Enter your personal details, like your name and mobile number.
4. Agree to our Terms and Conditions and our Privacy Policy.
5. Enter the Verification code you received via SMS in the Mobile Phone provided in step (3).
6. Enter your email address and the verification code you received via email.
7. Setup your security PIN.
8. You’re all set and good to enjoy the Lama App!

To have access to all features and services, remember to verify your account.

Everyone who resides in any of the EEA countries and is at least 18 years old can open Lama account.
We are working hard to expand all Lama services to more countries as soon as possible.

If you did not receive an email with the code, please check our “known issues” section on our website or alternatively, our social media channels to make sure it is not a general problem that we are already aware of. 

If there is no such message, please check your mobile phone service and/or with your network provider.

Identity verification is required to use your Lama account.

Identity verification is required by law to prevent fraud and to keep you safe from potential identity theft. This process is commonly known as ‘Know Your Customer’ (KYC) or ‘Customer Due Diligence’ (CDD).

After opening a Lama account, you can make use of all the services and features after we have established your identity via the Lama app by collecting personal information and verifying your official identity documents such as passports and national identity cards. See Lama’s privacy policy to see how we handle your personal data.

To verify your account, you can follow these simple steps:

1. After opening an account, you should have your login information. 
2. Open your Lama app and log into your Lama account.
3. Click on “Verify Lama Account”.
4. Enter your Name and Date of Birth exactly as it appears on the ID you will submit in step eight (8). 
5. Search for your current address or manually add it.
6. Answer the following questions as they will be shown on the screen.
7. Take a picture of a government-issued photo ID (Front and Back) (See acceptable identification documents).
8. Record a short video of you.
9. The address provided in step five (5) must be verified with one of the following documents, not older than 3 months: 
   • Utility bill.
   • Bank account/credit card statement.
   • VAT invoice.
   • Certificate of residence issued by the government.
   • ID if it shows your full address.

Lama is required by law to verify its customer’s identity. Identity verification and screening are done through our service providers. Although we do our best to provide the best service in our class, we are restricted by the speed and processing ability of our partners, who may sometimes experience disruptions or delays. In such cases, we aim to provide status updates in our website to keep our customers informed. Personal information is processed by our partners according to our privacy policy.

You do not need to contact the Lama support team if it has only been less than 7 business days since you applied for a verification of your account.

If it has already been more than 7 business days and your account verification status has remained unchanged, please feel free to contact our support team. Please have all information related to your account ready when you contact Lama support: Full name, email address and phone number associated with your Lama account.

Lama operates a regulated service and is required to establish and verify the identity of its customers before allowing access to its financial services. If your account verification has been rejected and your account has been blocked, it may be that the information you submitted in the App did not pass the verification required to meet our regulatory compliance obligations. Under such circumstances, we will not be able to offer you access to our services.

We aim to have the verification process completed as fast as possible – within a few minutes under normal circumstances, but it may also take up to seven (7) days in some cases. In extreme cases where the throughput is large, i.e. when there is a surge in verifications, it may delay the automated process. In other cases, additional information may be required in order to complete the verification process. Our support team will reach out to you when such additional information is required for you to complete the verification process.

You do not need to contact the Lama support team if it has only been less than seven (7) business days since you applied for a verification of your account.

Please note that your date of birth needs to be entered exactly as it appears on the ID you provided.

If you have entered a different date of birth than the one appearing on your ID, please reach out to our support team. They will escalate the matter to our compliance team to review and reset your verification process. Once this is done, you will be able to re-start the verification steps of your account.

Kindly keep in mind that there is a character limit on each slot for your address. Therefore, you will need to make sure to add each section of your address in the correct slot when typing your address for your account verification. 

For your reference, here are the character limits per slot that you will need to consider: 

• Address: Up to 50 characters.
• City: Up to 25 characters.
• Zip code: Up to 10 characters.

Lama is currently servicing only the European Economic Area (EEA) countries limited to: 

• Austria
• Belgium
• Bulgaria
• Croatia
• Czech Republic
• Denmark 
• Estonia
• Finland
• France 
• Germany
• Greece
• Hungary
• Ireland
• Italy
• Latvia
• Lithuania
• Luxembourg
• Malta
• Netherlands 
• Poland
• Portugal 
• Romania
• Slovakia
• Slovenia
• Spain 
• Sweden

Please note that if you are not a resident of the above listed countries you will not qualify for Lama services.

We are not currently available in the following countries:

• Republic of Cyprus
• Iceland
• Norway
• Liechtenstein

If you have any questions, please feel free to contact our support team at support@mylama.eu