Frequently Asked Questions

Frequently Asked Questions

Find quick answers to common questions about using Flash. Can’t find what you’re looking for? Contact us at [email protected].

Getting Started

What is Flash?

Flash is a bitcoin service provider creating products and services specifically for the Caribbean. Our ecosystem includes the Flash app for everyday users, Flashpoint POS devices for merchants, the Flashcard for rewards and payments, and seamless bitcoin top-ups and cash settlements.

Which countries is Flash available in?

Flash is currently available in Jamaica and expanding throughout the Caribbean region. Check our map to find Flash locations near you.

What’s the difference between Personal, Pro, and Merchant accounts?

• Personal (L1): Phone-verified account with higher limits
• Pro (L2): Top up from bank account, cash out to bank account (Jamaica)
• Merchant (L3): All Pro features plus merchant tools, lower cashout fee, Flashpoint POS

How do I get started with Flash?

1. Download the Flash app from your app store
2. Create an account by pressing “Start” or Login with an existing account using your phone number or email
3. Upgrade your account (if doing a bank transfer)
4. Fund your wallet via bank transfer, cash deposit, or bitcoin transfer
5. Start sending and receiving payments!

See our Get Started guide for detailed instructions.

Account & Security

How do I reset my PIN?

1. On the login screen, tap “Forgot PIN?”
2. Enter your phone number
3. Verify your identity via SMS code
4. Create a new 6-digit PIN
5. Confirm your new PIN

For additional help, contact [email protected].

Is my money safe with Flash?

Yes! Flash uses multiple security layers:

• Non-custodial bitcoin wallets (you control your keys)
• Bank-grade encryption for all data
• Biometric authentication options
• Regular security audits
• Regulatory compliance in operating jurisdictions

What happens if I lose my phone?

1. Contact support immediately to freeze your account if stolen!
2. Your Cash wallet funds remain safe - they’re not stored on your phone
3. If enabled, your bitcoin wallet is non-custodial, so you control the keys - MAKE SURE TO WRITE DOWN YOUR RECOVERY PHRASE!
4. Install Flash on your new device
5. Log in with your phone number or email
6. If your bitcoin wallet was enabled, restore your bitcoin wallet using the recovery phrase
7. Set a new PIN and re-enable biometric authentication
8. Contact support and verify your identity to unfreeze your account if it was stolen

Pro tip: Enable biometric authentication and write down your recovery phrase for bitcoin wallets. If your phone is lost or stolen, you can quickly regain access to your funds, and should immediately move them to a new bitcoin wallet. A malicious actor could try to access your account if they have your phone and PIN, so it’s best to act quickly.

Can I have multiple Flash accounts?

Each phone number can only be associated with one Flash account. You can have multiple accounts if you use different phone numbers or emails, but we recommend keeping it simple with one account per person. If you need to manage multiple accounts, consider using a Pro account for enhanced features or a Merchant account for business needs.

Payments & Transfers

What are the fees for using Flash?

• In-app transfers: Free between Flash users
• Bitcoin network fees: Variable based on network congestion
• Lighting network fees Free
• Bank transfers: Flash 2% fee (plus any bank fees charged by your receiving bank)
• Cash settlements: 2% fee (varies by location, subject to change)
• Merchant processing: Free (varies by location, subject to change)

Always review fees before confirming transactions.

How long do transfers take?

• Flash to Flash: Instant
• Lightning transfers: Instant
• On-Chain Bitcoin transfers: 10-60 minutes typically
• Bank deposits: 0-1 business days (Jamaica)
• Cash settlements: Same day at partner locations

What are the transaction limits?

Flash limits are daily limits, and vary by account type and verification level:

• Trial accounts: $125 USD per day
• Personal accounts: $1,000 USD per day
• Pro accounts: $5,000 USD per day
• Merchant accounts: $50,000 USD per day

Check your current limits in the app under Settings > Transaction Limits.

Can I cancel a transaction?

• Pending On-Chain transactions: Pending on-chain transactions on the bitcoin wallet may be refundable to another on-chain bitcoin wallet of your choice - check the transaction details screen for a “Refundables” button
• Completed bitcoin transfers: Cannot be reversed (blockchain immutability)
• Flash-to-Flash transfers: Cannot be reversed. Contact support immediately if you have an issue
• Failed transactions: Funds never leave your wallet until a transaction is sucessful. This is called an “Atomic” transaction

Note: Bitcoin transactions are irreversible by design. Always double-check recipient details before sending.

Flashcard

How do I get a Flashcard?

1. Visit any participating Flash merchant
2. Request a Flashcard
3. Load initial balance (minimum amount may apply)
4. Link the card to your Flash app (optional)
5. Start earning rewards on purchases at participating locations!

See our Flashcard guide for details.

What if my Flashcard is lost or stolen?

1. Open the Flash app immediately
2. Go to Cards section
3. Select your lost card
4. Tap “Sweep Card”
5. If you do not see the “Sweep Card” Option, contact support to “sweep” funds from the lost card to your Flash wallet

Note: Sweeping a card transfers the remaining balance to your Flash wallet. The card will be deactivated and cannot be used again. If you have not linked your card to the Flash app, we may not be able to sweep the card, so please link your card to the Flash app as soon as you receive it.

How do Flashcard rewards work?

• Earn points on every purchase at Flashpoint merchants
• Points are automatically added to your Flash account
• 1 point ~= $0.15 JMD (or equivalent in your local currency, subject to change)
• Points rates vary by merchant and promotions
• Redeem points for online giftcards or merchant offers
• Points never expire while your card is active
• Check point balance in the Flash app

Technical Issues

The app won’t open or keeps crashing

Try these steps:

1. Force close the app and restart
2. Check for app updates in your app store
3. Restart your phone
4. Clear app cache (Android) or reinstall (iOS)
5. Ensure your OS is up to date

Still having issues? Contact [email protected].

I’m not receiving SMS verification codes

1. Check your phone has signal/data connection
2. Verify the phone number is correct
3. Check SMS isn’t blocked by your carrier
4. Try requesting the code again after 60 seconds
5. Contact support if issues persist

Transactions are failing or stuck

Common solutions:

• Check your balance is sufficient (including fees)
• Verify recipient details are correct
• Ensure stable internet connection
• For On-Chain bitcoin transactions: Network may be congested, wait and retry. (Look at the bitcoin blockchain to see if the network is congested)
• Check app notifications for specific error messages

Business & Merchants

How do I accept Flash payments at my business?

1. Apply for a Merchant account in the app or using this link
2. Complete business verification (ID and bank information required)
3. Request your Flashpoint POS device (Optional)
4. Complete setup in the app by confirming a test transaction to your bank account
5. Start accepting payments and offering rewards!

Learn more in our Business section.

What are the benefits of accepting Flash?

• Lower transaction fees than traditional payment methods
• Instant settlement options
• Access to bitcoin and USD
• Built-in customer rewards program
• No chargebacks
• Expand customer base
• Detailed analytics and reporting

How does the merchant settlement process work?

Choose your preferred settlement method:

• Instant bitcoin: Receive bitcoin immediately
• USD wallet: Keep funds in USD within Flash
• Bank transfer: Settle to your bank account (Jamaica)
• Cash pickup: Available at partner locations

Settlement frequency can be daily, weekly, or monthly based on your preferences. Learn more in our Business section.

Bitcoin & Lightning

I’m new to bitcoin. Is it complicated?

Not at all! Flash makes bitcoin as easy as using any payment app:

• No technical knowledge required
• Denominated in your local currency
• Automatic conversion handled by Flash
• Same user experience as traditional apps
• Optional: Learn more in our Bitcoin Basics guide

What’s the difference between bitcoin and Lightning?

• Bitcoin: The base layer, like bank wires - secure but slower
• Lightning: The fast layer, like credit cards - instant and cheap

Flash uses both automatically to give you the best experience. Learn more about Lightning Network.

Can I send bitcoin to other wallets?

Yes! Flash supports sending to:

• Other Flash users (free and instant)
• Any bitcoin address (on-chain)
• Lightning invoices
• Cash out to bank or physical cash

The app automatically detects the payment type.

Need More Help?

Can’t find the answer you’re looking for?

• 📧 Email: [email protected]
• 📱 In-app support: Settings > Help & Support
• 🏪 Visit any Flashpoint merchant for in-person help
• 📚 Browse our complete documentation