We’re here to help

We want to ensure you get the most out of being a Skrill VIP, which is why all our VIPs enjoy 24/7 access to help. Contact us if you can’t find the answer you’re looking for here. Skrill VIP Silver members or above also have a dedicated account manager, available during office hours five days a week.

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  • Skrill VIP help and FAQs

    • Can I change my Skrill account currency?

      You’ll need to close your current Skrill wallet and open a new one to change the currency of your account. If you do this you won’t be able to see the transaction history for your old account and may not be able to use some of the information you previously registered. Depending on your Skrill VIP status, it may be possible for you to hold accounts in different currencies. Find out more about the benefits of becoming a Skrill VIP.

    • Can I lose my VIP status?

      VIP Status levels are reviewed at the end of each calendar quarter. If you've achieved VIP status within the quarter you'll be guaranteed VIP status for the following quarterly period. For example, if you become a VIP in February, you are guaranteed to keep the VIP level status for March and quarter 2 (April May and June). 

      However, if you don't make the minimum amount of transactions in quarter 2, you will lose your VIP status at the end of quarter 2 (30th of June).

    • Who is my account manager?

      Your account manager is specially chosen to ensure you get the most out of being a Skrill VIP. He or she will speak your language and understand your specific needs. Please contact us at vip@skrill.com if you think you’re entitled to an account manager but haven’t yet been introduced to one.

    • Can I register more than one account?

      In most cases we insist on one personal account per customer. However, you’re welcome to associate more than one email address with your account and, of course, to bring all your payment options together in that one place.

      Skrill VIP customers can apply to open additional accounts in different currencies. This benefit is available to Silver, Gold and Diamond VIP customers, who can apply by following these steps:

      1. Go to www.skrill.com and, using a new email address, open a new account by clicking on Sign Up.
      2. Complete the registration form, making sure you select a different currency for your new account.
      3. Contact the Skrill VIP team with the email addresses for your old and new accounts. We’ll link the accounts so that both give you the same benefits. You’ll then be able to add the same credit cards and bank accounts to your linked accounts.

      Multiple accounts are provided at our discretion and we reserve the right to deactivate any unauthorised multiple accounts without prior notification.

    • How quickly will Skrill VIP support answer my enquiry?

      VIP customer enquiries are our top priority, and we strive to deal with them as soon as possible.

      We aim to answer all written enquiries from Skrill VIPs within six hours of receiving them. On very rare occasions an issue may require more time to resolve, in which case we’ll keep you fully updated on progress.

    • What is Skrill’s ‘100% money back’ guarantee?

      If you suffer a financial loss as a direct result of unauthorised access to your Skrill account, provided you’ve met your security responsibilities, we’ll reimburse 100% of the money lost.

      Read our ‘100% money back’ guarantee terms & conditions for more information.

    • How can I change my Skrill VIP level?

      Four Skrill VIP levels are available: Bronze, Silver, Gold and Diamond. The more transactions you make to merchants, the higher your level – and the bigger the benefits. To step up a level you need to reach the relevant minimum transaction target in a quarter. For example: if you reach the Bronze status in February, you still have until the end of quarter 1 (31st of March) to transact to merchants and reach the VIP Silver status threshold. As soon as you reach the minimum threshold to step up a level, your account will be upgraded.

    • Does Skrill VIP status mean I have no limits for outgoing transactions?

      VIP status doesn’t automatically remove transaction limits on your account. Limits are subject to verification requirements in accordance with our regulatory obligations and additional verification is needed to increase or remove them.

      You can check your current transaction limits by logging into your Skrill account and choosing Settings and then Limits & Verification. Generally, the more information you provide to verify your account, the more limits we can remove for you.

      We encourage every Skrill VIP to fully verify their account. It helps you get the most of our being a Skrill VIP, including benefits such as uninterrupted flow of funds to and from merchants.

    • What are the benefits of using Skrill to make my payments?

      Skrill is simple, secure and quick. It’s trusted by millions of people for every kind of online payment – from betting to trading, from shopping to gaming.

      With Skrill you can handle all your online payments through one easy-to-use account. You always keep your financial details private and only need your email address and password to pay or play in seconds.

      Skrill brings you convenience and confidence. You can pay or play with Skrill anytime and anywhere – even on the move – in the knowledge that we’re keeping your payments safe and secure.

      Skrill is also rewarding. You can enjoy special offers from thousands of selected retailers or join our exclusive VIP programme to take advantage of even more benefits.

    • How do I become a Skrill VIP?

      To become a Skrill VIP you must have a valid Skrill account and transfer at least €6.000 to merchants – or the equivalent in your chosen currency – in a quarterly period.

      Quarterly means the following three-month period in any calendar year.

       

      • Quarter 1: 1 January – 31 March;
      • Quarter 2: 1 April – 30 June; 
      • Quarter 3: 1 July – 30 September; 
      • Quarter 4: 1 October – 31 December.

      The day after you reach the minimum transfer criteria, your account will automatically become a Skrill VIP account. You are then guaranteed the VIP status for the rest of that quarter and also the following quarter. For example, if you become a VIP in February, you are guaranteed to keep the VIP level for the rest of quarter 1 and for quarter 2. 

      In order to keep the VIP status for quarter 3, you will need to make the eligible transfers required in quarter 2, otherwise you will lose the VIP status at the end of Quarter 2.

    • Can I have an account without limits?

      It’s possible to have a Skrill account without outgoing transaction limits. Such accounts are offered to customers depending on verification status and activities.

    • How do I know if I am a Skrill VIP?

      You can tell if you're a Skrill VIP by looking for the *VIP* icon in the account status section on your Account Overview. All new Skrill VIPs are sent an email confirmation of their updated status, you can go to Account Settings to make sure you're set up to receive emails from us.

    • What is the maximum amount I can withdraw from my Skrill account?

      The maximum withdrawal amount depends on your selected withdrawal option and account status.

      For the Skrill Prepaid MasterCard®* withdrawal limits are €250 in any 24-hour period. VIP customers qualify for higher limits.

      Visa withdrawals are limited to €4,900 during any 24 hour period. Payouts for greater amounts can be executed via bank transfer.

      Bank wire withdrawal limits depend on your outgoing transaction limit, if any.

    • How can I open another Skrill account in a different currency?

      Skrill VIP customers can apply to open additional accounts in different currencies. This benefit is available to Silver, Gold and Diamond VIP customers, who can apply by following these steps:

      1. Go to www.skrill.com and, using a new email address, open a new account by clicking on Sign Up.
      2. Complete the registration form, making sure you select a different currency for your new account.
      3. Contact the Skrill VIP team with the email addresses for your old and new accounts. We’ll link the accounts so that both give you the same benefits. You’ll then be able to add the same credit cards and bank accounts to your linked accounts.

      Multiple accounts are provided at our discretion and we reserve the right to deactivate any unauthorised multiple accounts without prior notification.

    • Are there any limits applied on payments and withdrawals?

      The maximum withdrawal amount depends on your selected withdrawal option.

      You can use your Skrill prepaid card to withdraw up to €250 in cash in any 24-hour period.

      Visa withdrawals are limited to €4,900 during any 24 hour period. Payouts for greater amounts can be executed via bank transfer.

      You can use your Skrill prepaid card to pay for goods and services worth up to €1,000.

      Your Skrill account limits also apply. Bank wire transactions, for instance, will depend on your outgoing transaction limit, if any. You may be able to increase your account limits by logging into your account, selecting User Settings and following the suggestions in the Account Limits section.

      Skrill VIPs qualify for higher limits. Learn more about all the benefits of becoming a Skrill VIP.

    • What types of Skrill Account are available and which is best for me?

      We like to keep things simple, so there’s no huge and confusing range of options. We offer just two main types of account: personal and business.

      Skrill personal accounts are great for:

      • Paying and playing online while keeping your financial information private
      • Sending money to friends and relatives
      • Making quick and easy international payments

      Skrill business accounts are ideal for:

      • Accepting payments on your website
      • Getting paid directly via Skrill
      • Making payments to suppliers and employees
      • Making international commercial payments

      You can have one personal account and as many business accounts as you need.

      If you use your personal account regularly you can become a Skrill VIP and open multiple accounts in different currencies. Learn more about all the benefits of becoming a Skrill VIP.

    • Can I send money between my Skrill accounts?

      If you’re a Skrill VIP customer with more than one Skrill account you can send money between them. Simply log in and click on the Send Money button.

      Don’t forget that all transactions between accounts in different currencies incur foreign exchange fees. These vary in accordance with your Skrill VIP status and agreed fee structure.

  • Ambassador programme

    • What is a Skrill ambassador and how do I become one?

      You can share the benefits of being a Skrill VIP by recommending us to your network. For every new Skrill VIP you bring in you could earn up to €100,000 in revenue share from their transactions. With tens of millions of consumers worldwide already using Skrill, you’ll be promoting a service that makes payments simple, secure and quick. As well as receiving increased revenue share, you’ll get direct access to our VIP ambassador team – while the Skrill VIPs you refer will enjoy priority services, exclusive promotions and other extra benefits. Just click here if you would like to become a Skrill ambassador.

  • VIP Terms and Conditions

    • Terms and Conditions

      Skrill VIP Programme Terms and Conditions

      1. Scope of the Skrill VIP Terms and Conditions 

      1.1. These Terms and Conditions ("VIP Terms and Conditions") shall apply to the Skrill VIP programme ("VIP Programme") in addition to the Skrill Account Terms of Use and the Skrill Privacy Policy. They regulate how you qualify for, maintain and/or lose Skrill VIP Status (as further defined below).

      1.2. In the event of any inconsistency between the Skrill Account Terms of Use and these VIP Terms and Conditions, the VIP Terms and Conditions will, to the extent of this inconsistency, prevail.

      2. Obtaining Skrill VIP Status 

      2.1 If you hold a valid Skrill Account and make Eligible Transactions totalling €6,000 (six thousand Euros) or more in a Quarter (the "Minimum Requirements") your Skrill Account will qualify automatically for Skrill VIP status ("Skrill VIP Status") and you will become a Skrill VIP user ("Skrill VIP").

      2.2 We will grant Skrill VIP Status to your Skrill Account the day after you satisfy the Minimum Requirements and will offer you the benefits described on the Skrill VIP section of the Skrill website (the "Skrill VIP Benefits"). The Skrill VIP Benefits vary depending on your Skrill VIP Level as further defined in section 3 below.

      3. Skrill VIP Level

      3.1 At the end of every Quarter we will assess the total volume of Eligible Transactions from your Skrill Account during that Quarter and apply one of the following Skrill VIP levels to your Skrill Account for the duration of the next Quarter ("Skrill VIP Level"):

      (a) €6,000 (six thousand euros) or more -  "Bronze Level";

      (b) €15,000 (fifteen thousand euros) or more -  "Silver Level";

      (c) €45,000 (forty five thousand euros) or more  -  "Gold Level";

      (d) €90,000 (ninety thousand euros) or more - "Diamond Level".

      3.2 If you reach the minimum transaction volume for a higher Skrill VIP Level during a Quarter, we will upgrade your VIP Level for the remainder of that Quarter. Any other changes to your Skrill VIP Level shall be made on the first day of Each Quarter. 

      3.3 We shall change the Skrill VIP Level as and when required in accordance with this Section 3. Your current Skrill VIP Level is displayed in the 'My Account Overview' section of your Skrill Account.

      4. Skrill VIP 100% Money-back Guarantee 

      4.1 Subject to this section 4, Skrill shall repay any funds which have been deducted from your Skrill Account balance without your authorisation as a direct result of fraud or theft (the "Skrill 100% Money-back Guarantee").

      4.2 Without prejudice to your security obligations as per the Skrill Account Terms of Use,  the following criteria must be fulfilled, at the time of you made a transaction, in order to be eligible for the Skrill 100% Money-back Guarantee:

      (a) you must be a Skrill VIP; 

      (b) you must use the up to date two-factor authentication method provided by Skrill every time you log into your Skrill Account and prior to making  send money transactions through the Skrill 1-Tap mobile application. Skrill reserves the right to upgrade or change the two-factor authentication method at any time in its sole discretion; and

      (c) you must comply with the Skrill VIP Security Standards.

      5. Skrill VIP Security Standards

      5.1 You acknowledge and agree that you will:

      (a) comply with the security responsibilities set out in the Skrill Account Terms of Use

      (b) keep your Skrill Account login and password confidential and will not share these details with anyone or write them down.

      (c) change your Skrill Account password regularly and use different passwords for different sites.

      (d) if you retrieve your Skrill Account information by email, permanently delete the e-mails containing this information.

      (e) contact Skrill immediately if you believe your Skrill Account has been accessed by another person.

      (f) access your Skrill Account only from your personal computer or mobile device and take all reasonable care whenever you input your Skrill Account information online.

      (g) not respond to any e-mails asking you to provide your Skrill Account security credentials.

      (h) use up-to-date anti-virus and anti-spyware programs together with a firewall system on your computer and mobile device.

      (i) regularly review your Skrill Account statement and report any errors or unauthorised transactions to Skrill as soon as possible.

      (j) provide assistance in any investigation of any actual or suspected unauthorised access to your Skrill Account.Together referred to as the "Skrill VIP Security Standards". 

      6. Losing VIP Status and Termination

      6.1 Should you fail to reach the Minimum Requirements in any Quarter you will lose your Skrill VIP Status and will no longer receive Skrill VIP Benefits. 

      6.2 Notwithstanding the foregoing, Skrill reserves the right to remove your VIP Status, refuse to grant Skrill VIP Benefits, or suspend or terminate your Skrill Account, at any time and at its sole discretion where there is reason to believe that: 

      (a) any unauthorised access to your Skrill Account is a result of your failure to comply with the VIP Security Standards or as a result of your careless or improper handling, storage or disclosure of your Skrill Account information; and/or

      (b) you have breached or attempted to breach these VIP Terms and Conditions or the Skrill Account Terms of Use; or 

      (c) you have attempted to circumvent or otherwise breach Skrill's security or operational procedures or have tried to abuse any of the Skrill offers, including without limitation, in any of the following scenarios:

      (i) Any send or receive money transactions to or from Skrill Merchants are not associated with a legitimate activity which is deemed satisfactory at Skrill's or Merchant's sole discretion. 

      (ii) Any action and/ or attempt to register and or verify more than one Skrill Account under your own name or the name of a third party ("Multiple Accounts")

      (iii) Using Multiple Accounts to take advantage of promotional campaigns and bonuses offered by Skrill or a Skrill Merchant.

      7. Changes to the Skrill VIP Terms and Conditions 

      7.1 Skrill reserves the right to change these VIP Terms and Conditions at any time including the right to withdraw the Skrill VIP Programme completely. Changes will be communicated via e-mail to the primary e-mail address registered with your Skrill Account or will be published on the Skrill website 30 days' before the change comes into effect. The 30 day notice period will not apply where we believe in our reasonable opinion that the change neither reduces your rights nor increases your obligations. In such instances, the change will become effective without prior notice.

      7.2 The proposed change will come into effect within 30 days' of receipt of the notice from Skrill or publication on the website unless you give us written notice that you object to the proposed change. Your objection notice shall be deemed to constitute a notice to terminate your participation in the Skrill VIP Program and this agreement with immediate effect. 

      8. Miscellaneous 

      8.1 You acknowledge and consent that Skrill may share your personal information with Skrill Merchants for the purposes of investigating suspicious transactions.

      8.2 All decisions by Skrill are final and no further correspondence will be entered into.

      8.3 These VIP Terms and Conditions shall be governed by and interpreted in accordance with English law. In the event of a dispute arising out of or in relation to these VIP Terms and Conditions, the parties hereby irrevocably submit to the exclusive jurisdiction of the English Courts without regard for conflict of law rules. 

      8.4 If any part of these VIP Terms and Conditions are found by a court of competent jurisdiction to be invalid, unlawful or unenforceable then such part shall be severed from the remainder of the VIP Terms and Conditions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

      8.5 These VIP Terms and Conditions written in English and if they are translated into any other languages, it is for convenience only and the English version shall prevail. 

      9. Definitions and Interpretation 

      9.1 The following terms when used in these VIP Terms and Conditions shall have the following meaning:

      Eligible Transaction means send money transactions to Skrill Merchants. The following do not qualify as Eligible Transactions:

      (i) Transactions made using your Skrill Prepaid MasterCard, either online or at a physical point of sale;

      (ii) person to person transactions, including transfers between your own accounts.

      Quarter means the following three-month period in any calendar year: 1 January – 31 March; 1 April – 30 June; 1 July – 30 September; 1 October – 31 December.

      Skrill Merchant means any person using the Skrill payment processing services for commercial purposes subject to the Skrill Merchant Terms and Conditions

      Skrill Account means the electronic money account made available to you in accordance with the Skrill Account Terms of Use

      "You" or "your" shall mean you, the natural person in whose name the Skrill Account is opened and maintained;

      "Skrill" means Skrill Limited, a company incorporated under the laws of England and Wales with registration number 4260907, authorised by the Financial Conduct Authority (FCA) under the Electronic Money Regulations 2011 for the issuing of electronic money under register number 9000001.