FAQs

This section provides responses to frequently asked questions on Orbital's platform and services.

Access & Security

Question	Answer
How do I access the platform?	You can access the platform through app.getorbital.com, logging in with your registered email address and password, and then entering the one-time-passcode from your two-factor authentication (2FA) app.
How do I change my password?	You can change your password by selecting "Profile" at the top right of your screen when logged into app.getorbital.com. You may also logout and then select "Don't remember my password" from the login screen.
What if I need to reset my 2FA authenticator?	You can reset 2FA from within your profile at the top right of your screen when logged into app.getorbital.com if you have your recovery code. If you don't have the recovery code available, please contact your Customer Account Specialist or Relationship Manager who can request a 2FA reset for you.
What user roles are available and which functions are enabled for each?	We have two roles available at present: admin and read-only. We are developing an enhanced roles service that will provide a customisable set of roles, including distinct permissions for operators and approvers.
How do I add new users and/or change user access?	Currently your Customer Account Specialist or Relationship Manager can do this on your behalf. We are developing a self-service capability that will allow your admin users the ability to manage access for your all users in your company.
I work across multiple entities. How do I access profiles for the others?	You can switch between different entities for which you have access by using the dropdown at the top of the screen to select the registered company name of the entity you wish to access.

Accounts (Fiat IBANs and Digital Asset Vaults)

Question	Answer
In which fiat currencies can I hold an account?	Fiat accounts can be opened for GBP, USD and EUR currencies. More currencies are being added with time and we will notify you when more currencies are available.
In which crypto assets/currencies can I hold a vault?	Digital Asset accounts can be opened in USDC (ERC20), USDT (ERC20), USDT (TRC20), ETH, LTC, BCH and BTC. More crypto assets/currencies are being added with time and we will notify you when they are available.
How do I open a new account and/or change account details?	To create a new account and/or modify an existing one, please contact Orbital customer services.
Where are my fiat accounts held?	Your payment accounts are currently provided by Pay Perform Limited which is authorised by the UK Financial Conduct Authority (FCA) as a Payment Institution, under the Payment Services Regulations 2017, for the provision of payment services. The company partners with reputable banks for the processing of payments via underlying bank accounts.
Are my funds protected in the event of Orbital's insolvency?	By virtue of its regulated status with the FCA, Pay Perform Limited has and fully complies with the regulatory obligation of safeguarding clients' funds. This means that your funds are always segregated from Orbital's own funds and kept in separate bank accounts with an approved UK / EU banking or credit institution, in line with legal requirements. Orbital or the banks have no access to or right of claim against the clients' funds. In case of Pay Perform Limited becoming insolvent, all our clients, including yourself will get your funds back from those segregated accounts, in line with the standard procedures for such scenario.
When sending funds from my Orbital accounts, which entity will appear as the 'sender'?	Your registered company name will appear as the sender of the funds.
Is there a monthly fee to hold an account?	Check your pricing proposal to confirm the monthly fee to hold and maintain your account. You can check your pricing by navigating to the Pricing section of the Client Portal.
How do I check my pricing terms?	You can check your pricing by navigating to the Pricing section of the Client Portal.
Is there a minimum balance that must be maintained in each account?	There is no minimum balance that must be maintained in each account.
Is interest earned or charged on account balances?	Interest is charged on accounts held in currencies that have negative interest rates (e.g. EUR). Accounts in all other currencies do not incur interest charges. Interest is not earned on any account Corporate or Digital Asset account.
Why is my total balance and my available balance showing different amounts?	The available balance includes any outbound pending transactions, where as the total balance is the balance before pending transactions are processed.
How do I view/download my account details?	When viewing a specific account in your "Global Accounts" module, navigate to the 'Account Details' tab to view details for your account, including registered name and address, as well as settlement instructions that you can provide to your counter-parties in order to transfer funds to your account.
How do I download an account statement?	When viewing a specific account in your "Global Accounts" module, navigate to the 'Statement' tab to download a statement of transactions and balances for a date range of up to 31 days. The dates can cover any period from the date that the account was opened.

Payments & FX

Question	Answer
What is the cut-off time for payments?	The following cut off times apply for outbound single currency transfers from your Orbital accounts (i.e. without FX). All times shown are in CET. Payments to external beneficiaries: - GBP: No cut off for amounts less than £1,000,000 which can be sent 24/7/365. For amounts greater than £1,000,000, a cut off of 19:45 applies - USD: A cut off of 17:45 applies and outbound transfers can only be processed on UK and US working days - EUR: A cut off of 15:15 applies and outbound transfers can only be processed on UK working daysPayments to beneficiary accounts held at Orbital (including transfers between your own accounts): - GBP: No cut off; transfers can be made 24/7/365 - USD: No cut off; transfers can be made 24/7/365 - EUR: No cut off; transfers can be made 24/7/365When making a deposit to your Orbital accounts from an external, please contact the sending bank for their cut off times.
What is the cut-off time for FX trades?	The following cut off times apply for outbound FX transfers from your Orbital accounts. All times shown are in CET. Payments to external beneficiaries: this type of FX payment is not supported. Only same-currency can be made to external beneficiaries. Payments to beneficiary accounts held at Orbital (including transfers between your own accounts): - GBP to USD/EUR: A cut off of 15:15 applies and outbound transfers can only be processed on UK working days. - GBP to crypto: No cut off when exchanging less than £1,000,000. For amounts greater than £1,000,000, a cut off of 19:45 applies and these trades can only be made on UK working days. - EUR to USD/GBP/crypto: A cut off of 15:15 applies and outbound transfers can only be processed on UK working days. - USD to GBP/EUR/crypto: A cut off of 17:45 applies and outbound transfers can only be processed on UK and US working days. - Crypto to GBP/EUR/USD/crypto: No cut off for executing these orders. Delivery of fiat funds may be impacted by currency specific holidays. Delivery of crypto funds is 24/7/365.
What is the maximum payment or trade size?	There is no maximum payment or trade size.
What is the minimum payment or trade size?	The minimum payment amounts for fiat are one unit of currency greater than the designated fee amount. For example, if the fee for a USD payment is set to US$35, then the minimum payment amount is US$35.01. There is no minimum amount for crypto payments. There is no minimum amount for fiat nor crypto trades.
Which countries can I send payments to or receive payments from?	Please refer to our Global Protect knowledge base for the latest list of restricted jurisdictions: https://knowledge.getorbital.com/product-knowledge-base/global-protect
Must my beneficiary be approved by Orbital before submitting a transaction?	Prior to transacting, we will request a list of your anticipated originators and beneficiaries in order to pre-screen those counter-parties and provide a smoother experience when you make your payments. Any counter-parties that are not pre-screened will be screened at the time of the transaction.
Can I send an FX payment to an account at a different bank (for example, using my GBP account with Orbital to send a transaction to a beneficiary's USD account with a bank in the United States)?	This functionality is not supported. To perform this function, first you would need to transfer funds to your Orbital account in the same currency as your beneficiary's account prior to making the payment to your beneficiary.
What controls are in place to ensure my payments are compliant with applicable regulations?	Orbital operates under a license issued by the UK's FCA regulatory body, requiring our clients' payments to be compliant with the relevant funds transfer regulations of the UK and the destination country in the case of outbound payments. We are regularly reviewing changes to payment regulations to ensure our platform remains in compliance, and we work closely with our payment partners to ensure adherence to relevant payment regulations for all payment types throughout each payment's lifecycle.
Which clearing methods are used for GBP, EUR and USD payments?	The following clearing methods are used for fiat payments: - GBP: Faster Payments System (FPS) and CHAPS can be received to your GBP account but will not be used to send funds. - EUR: Target2 and SWIFT - USD: Fedwire and SWIFT
How long do fiat payments take to be received by my beneficiary?	The following delivery timelines typically apply to fiat payments: - GBP: payments below £1,000,000 in value are processed via the Faster Payments System and typically delivered to the beneficiary within seconds, although this can sometimes take up to 2 hours. Payments above £1,000,000 in value are typically delivered within the same day if submitted before the cut off time for high value GBP payments. - EUR: payments are typically delivered within 2-3 working days. - USD: payments are typically delivered within 2-3 working days.
How long do crypto payments take to be received by my beneficiary?	Crypto payments typically take 10 mins to be delivered to the destination address, although this time can be influenced by other factors such as network fees and blockchain traffic at the time of the payment.
How long do fiat payments take to arrive into my account?	The following delivery timelines typically apply to fiat payments: - GBP: payments below £1,000,000 in value are processed via the Faster Payments System and typically delivered to your account within seconds, although this can sometimes take up to 2 hours. Payments above £1,000,000 in value are typically delivered within the same day if submitted by the sender before their bank's cut off time for high value GBP payments. - EUR: payments are typically delivered within 2-3 working days. - USD: payments are typically delivered within 2-3 working days.
How long do crypto payments take to arrive into my account?	Crypto payments typically take 10 mins to be delivered to your Digital Asset Vault's address, although this time can be influenced by other factors such as network fees and Blockchain traffic at the time of the payment.
What charges/fees are applied to inbound and outbound payments?	You can check your pricing that will be applicable to inbound and outbound payments and trades by navigating to the Pricing section of the platform.
How do I download a transaction confirmation?	At this time, transaction confirmations are available upon request to Orbital customer services.

Exotic FX

Question	Answer
What are the deposit currency accounts?	These are not truly payment accounts like your fiat IBANs, but rather ledgers that represent the exotic currency funds you deposit and hold with Orbital until exchanged.
What currencies can I buy in exchange for my deposited exotic currency?	We will exchange your deposited exotic currency into USDT (ERC-20), USDT (TRC-20) or USDC (ERC-20). We will add more currencies with time and we will notify you when more currencies are available.
What is the difference between a Personal Account and a Corporate Account?	These selection dictates that type of account into which you wish to deposit funds as defined by the bank through which that account is issued. Account types can be a retail/personal account or a business/corporate account.
What is the difference between a Day Account and an Overnight Account?	Choose a 'Day Account' to deposit and trade within the same trading day. Use an 'Overnight Account' to prioritise depositing funds in advance of trading hours on the day of execution (often the night before). With an 'Overnight Account' the market rate at the time of trading will be automatically applied.
What is the Execution / Deposit Date?	This is the day (in Hong Kong time) that you are creating your EFX order.
What is the difference between "Orbital Accounts" and "External Beneficiaries"?	Orbital Accounts would represent stablecoin wallets you have opened with Orbital. An External Beneficiary represents an ultimate creditor for which you supply account details by setting up a "New Beneficiary".
What happens when I click "Confirm Order"?	You'll be presented with a pop up box that summarises the financial details of the order you are creating and allows you to Confirm or Cancel the order.
What happens after I Confirm an Order?	We will confirm our ability to exchange the amount you have requested to deposit and determine the exchange rate and exchanged amount that you will buy from us. This information will be presented in the Payment Details section of the Order Information. We will also send an email to you summarising your order details and notifying you that your action is needed to accept or decline. You'll have 30 minutes to Accept or Decline the order once we've presented a rate. We can communicate the rate details via a chat channel outside of the platform.
What happens after I Accept the Order?	From the Exotic FX landing page you can click the order to see the Order Information. We will present to you the deposit account details on the order page within the Deposit Information section. You can check back for details in the platform and, at your request, we can communicate deposit details via a chat channel outside of the platform.
What do you need as confirmation that funds have been deposited?	We need the exact amount of the deposit and the deposit slips or proof that you have deposited funds into the account/s we've provided. You can upload deposit slips in the Deposit Details section of your order.
What happens if I deposit an amount different that we originally agreed?	If your deposit is less than the amount agreed to in the order we will recalculate the financials - both the rate and the exchanged amount. Depositing amounts more than agreed is not advised, as the overage amount may take time to recover, and in some cases may not be possible. In case of overpayment or underpayment please notify us immediately so that we can take steps to adjust the trade or recover funds. Upon confirming receipt of funds we will send out an updated order confirmation via email.
How long does it take to exchange my deposited funds?	We will always process your order as quickly as possible after you have deposited your funds. This process should take 1-2 business days. The earlier in the Hong Kong day that funds are deposited the more time we have to exchange and deliver funds into your beneficiary account. It is possible to deliver funds same day (by the end of the London day) in some cases.
What documentation do I receive regarding my order?	The order will be assigned an Order Id in our system which you can use as reference. We also send you an order confirmation email which summarises the order details and the exchange contract that you have entered with Orbital.
When will I see exchanged funds in my Orbital account?	As soon as we've received the exchanged funds we will credit your Digital Asset Vault. You will see those funds immediately after that credit occurs.

Updated about 2 months ago