Frequently Asked Questions

Token Sale

Will people that have already registered for the Wallet and submitted KYC need to re-submit or will the original information just need verifying?

Only if you have not yet completed KYC, you will need to complete the process. Re-submission will be needed if invalid documents were rejected in the first application.

Why do I not see a withdraw button in the wallet?

The withdraw button will be enabled a few days before the launch.

How do I activate an external Stellar account?

Instructions for setting up and connecting your Stellar wallet can be found here.

Do I need a trustline?

Yes, if you send to an external address you will need a trustline to ensure your MBX tokens are authentic and to secure your transaction end-to-end. See more information on trustlines directly with Stellar.

What is a memo and how does it work?

With some Stellar transactions, you will be required to complete the memo-field. The memo-field needs to contain the memo-info that is provided by your external Stellar-wallet. It is crucial that you do this so that the receiving address has the proper information to allocate the funds to your account.


I’ve created an account but can not login. Why is that?

As a security layer, all Mobie account users are required to verify their mobile number upon registration. You will not be able to access your account until your mobile number is verified. Please contact if you have not received your OTP or are experiencing a related issue.

Why are some of my in-app actions locked?

For participants of Mobie’s token sale event, tokens will initially be displayed in ‘locked’ accounts which get released monthly to ‘accessible’ accounts based on the schedule of your specific tokens.

Ensure that your account is fully verified before trying to perform any actions.

What is MFA?

Multi-factor authentication is a security method that requires at least two methods of identity verification before accessing an application. Mobie imposes a password and one other method including Google Authenticator, SMS or email.

How can I override my MFA method?

If you’ve set up an MFA method that you are unable to access now, please send an email to and include your mobile number used on your account. Please also use the email address associated with your account. For security reasons, we will need to embark on a rigorous series of steps to make sure that your account has not been compromised.

I’ve forgotten my password. What do I do?

Navigate to Mobie’s mobile or web wallet login page. You may reset by selecting the ‘Reset Password’ action. You will receive an email on the account used when you initially created your account. If you can not access your initial email account then please contact

How do I set/reset my password and/or MFA method?

Once you’re logged into your Mobie Wallet, navigate to Settings. Under the ‘Security’ tab you may reset your password and/or set up your MFA preferences.

I’m not receiving verification emails from Mobie?

Depending on your email service provider, some of Mobie’s emails may end up in your spam or promotional folders. Please check all of these folders first.

Ensure that you have not made a typo when inputting your email address when registering. Test this by trying to register another account with the same email address.

You should receive an error message stating an account already exists with this email address if you are using the same (repeated) address.Contact if you are still not receiving emails from Mobie.

I think my account has been compromised. What do I do?

Please immediately contact if you think your account has been compromised.

Reset your password, and more importantly, your MFA methods. If you believe your email account has been compromised, use a different email address for a password reset. If you believe your SIM-card is compromised, use a different mobile number for the SMS method on your MFA setup.

You may add additional email addresses or mobile numbers in your application settings.

How do I deactivate my account?

Please send an email to with the subject header “Account Deactivation” for us to deactivate your account.


Why are some of my MBX-tokens held in locked accounts?

For token sale participants, MBX tokens are locked and released over scheduled time periods. You will see your tokens in your ‘total’ and ‘locked’ accounts and they will flow to your ‘accessible’ account each month as they are released.

When will I be able to access my locked up funds?

Accessible MBX is displayed in your ‘accessible’ account. These tokens may be sent, withdrawn or kept in your Mobie Wallet. Funds held in ‘locked’ accounts can only be accessed as they are released to your ‘accessible’ account.

How do I send MBX to a friend?

Email address or mobile number: You may send MBX to anyone by specifying an email address or mobile number. Funds sent to a non-Mobie user account will be held in a Pending status until the recipient creates a verified account with the associated email address or mobile number. After this is done, the MBX will automatically be deposited in their newly-made account.

Stellar wallet address: MBX is a token on the Stellar blockchain. As such, you may send MBX to any public Stellar address once a trustline has been established. Contact for setting up trustlines to send MBX to public addresses.

Can I trade my MBX tokens?

MBX is a Stellar based token that you may trade on any regulated exchange supporting MBX.

Do I need to store my own private keys?

You do not need to store your own private keys. Similarly to exchange accounts, like Coinbase and Binance, Mobie is a non-custodial wallet. This means that you can access your account with the security measures you are already used to (username, password and MFA).

This also means that if you forget/lose your credentials, your funds are not lost, you can simply contact for us to help you gain access to your account.

Mobie Tokens (MBX)

What’s the value of my tokens?

MBX is a utility token primarily for use within the Mobie ecosystem. The token is tradable on multiple exchanges and swaps.

How do I spend my MBX?

You will be able to exchange MBX for rewards within the Mobie app or at participating retailers.

How can I get more MBX?

How can I trade my MBX?

In order to trade your MBX, you will need to withdraw your tokens to an exchange account. Once the withdrawal is complete, you may access your MBX via your exchange account and perform a trade request.

Is MBX a cryptocurrency?

MBX is a Stellar based token, conforming to all the protocols designed in Stellar’s network. Read more about the Stellar blockchain here.

What is Stellar and what does this have to do with MBX?

Stellar is an open network for storing and making transactions. Stellar is a pre-mined network consisting of participating nodes that serve as public transaction verifiers.

Mobie Fees

Does Mobie have gasless transactions?

Yes, it depends on the transactions. When you use the in-app exchange to exchange currency or do peer-to-peer payments for cryptocurrency transactions, there is no blockchain gas.

Can I send Bitcoin or Ethereum to a friend with no gas fee?

Yes, if you send Bitcoin or Ethereum to another person on the Mobie App, there are no fees whatsoever. No gas fee or transaction fee. The transaction is instant as well. In-app transfers of currency are gasless and feeless.

Does Mobie charge transaction fees?

Yes and no, we do charge a fee to the merchant when you check out while using the Mobie App, which is considered a processing fee, but the user is not charged that fee.

If I check out with crypto, are there any fees?

We don’t charge a fixed fee, however, when you choose crypto as a currency, there may be exchange fees from our liquidity and exchange providers. This is built into the exchange rate. This is similar to other exchanges/alternatives.

Are there fees to exchange currency?

We don’t charge a fixed fee directly. It depends on the transaction pair and other compensating factors, like liquidity, etc.

If I choose to buy crypto with a card or bank account, is there a fee?

The card fees and other third party fees are included in the exchange rate/price.

Are there gasless transactions on Mobie Swap?

Yes, there are gasless transactions if you use the centralized exchange (CEX) portion of Mobie Swap. If you use the decentralized exchange (DEX) portion, you will still be subject to network fees. Mobie doesn’t charge anything additional.

Will I pay less fees if I purchase crypto with a bank account instead of my debit card?

Yes, if you use your bank account / USD wallet, there will be less fees, since there are no third party fees involved.



How can I withdraw USD?

You can use the built in “Send” function in the Mobie App, to withdraw USD from your Mobie account to your bank account or to a contact.

How can I withdraw MBX?

You may withdraw MBX from your operational account by specifying a valid Stellar public address.

Please note, that for MBX withdrawals, your receiving wallet provider may require a memo. A memo is a ‘beneficiary reference’ which is a requirement on many Stellar transactions in order for the receiving provider to allocate your funds to the correct account. Ensure you specify the correct memo when making deposits too. Mobie requires a memo on all incoming transactions.

Why can I not withdraw my funds?

MBX tokens stored in an ‘accessible’ account may be withdrawn to a valid Stellar based public address at any time.

If you are having difficulty making transactions, ensure that your account meets all the verification requirements.

I’ve created a withdrawal but it hasn't been processed yet?

Check your transaction history. If your withdrawal is in a ‘pending’ or ‘sending’ status, and it’s been more than an hour since the withdrawal was requested, please contact

How long will it take for a withdrawal to process?

Withdrawals may take up to 30 minutes to process.

I’ve tried withdrawing MBX but I get an error message. What now?

Ensure that your account meets the verification requirements. If your ‘accessible’ MBX account is sufficiently funded and you still get an error message, please send an email to with the subject header “Withdrawal Error”.

What are withdrawal fees?

Mobie is not charging any withdrawal fees at this time. This is subject to change.

I accidentally withdrew funds to the wrong address, can this be reversed?

If a successful withdrawal of MBX to a public address has been processed and this was either the incorrect address or you specified an incorrect memo you need to contact the provider of the recipient address for resolution. This transaction is immutable and is unfortunately out of our hands.


How do I deposit USD?

You can use the built in “Receive” function in the Mobie App, to deposit USD directly from your bank account or from a contact to your Mobie account.

How do I deposit MBX?

In order to deposit MBX into your account from an external address, you need to provide your account address and include the appropriate memo on the send side.

To get your account address, go to your operational account, navigate to MBX, and click deposit. You may scan the QR-code or copy the address directly.

You will notice the prompt from Mobie as to which memo you should use when making the deposit.

This memo will always be the same when making deposits.

I’ve made a deposit, why is it not reflecting?

If your deposit is not ‘Successful and Complete’ on your send side, please ask your provider why that transaction is still processing.

If your deposit is ‘Successful and Complete’ on your send side then please ensure that you used the correct memo when making the deposit. If you did not, contact

I accidentally used the incorrect memo when making an MBX deposit. How can I resolve this?

If you used an incorrect memo when making a deposit or forgot to add a memo, please contact Please note, a resolution may take 3-5 business days as we need to manually locate and credit your funds.

My sending wallet provider does not allow me to add a memo. How do I make a deposit specifying a memo?

Not all Stellar supporting wallets have great functionality. We highly recommend using a wallet address obtained directly from