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Here you'll find more about how to get the most out of being a Skrill VIP. If you don't find the answers you want, then please contact us. You can reach us by phone or email.
Tel: +44 (0) 203 608 1405 or request a call-back
Email: vip@skrill.com

Skrill FAQs

  • Skrill VIP status

    • 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 - or equivalent in your chosen currency - in any rolling period of 3 calendar months. Person-to-person (P2P) payments, uploads or withdrawals do not count towards your VIP status.

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

      You know you are a Skrill VIP if you have a *VIP* icon in the Account Status section in your Account Overview. Please login to your account and go to “My Account” section if you are not sure.

      All new Skrill VIPs receive an email confirming their status when they attain it.

    • Does Skrill VIP status mean that I have no limits for outgoing transactions on my account?

      VIP status does not automatically remove transaction limits on your account. Limits on your transaction volume are subject to strict verification rules set by our regulator, the Financial Services Authority (FSA). You can check your current transaction limits when you login to your Skrill account and go to the section “View Limits”. The more criteria you have fulfilled to verify your account, the more limits we can remove for you. Please see section ‘About Account Verification’ for more details.

      We encourage every Skrill VIP to fully verify their account to fully enjoy all the benefits that come with Skrill VIP status such as an uninterrupted flow of funds to and from merchants.

    • As a Skrill VIP account holder, why am I being charged for withdrawals?

      Skrill charges €1.80 or the equivalent value in the currency of your account for all withdrawals at the time you confirm your transaction; however at the beginning of the following calendar month, as a Skrill VIP, we refund 100% of this fee back to your Skrill balance.

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

      Our multi-currency account benefit is only available to Silver, Gold or Diamond Skrill VIPs. If you wish to open another Skrill account in a different currency please follow these procedures:

      1. Go to www.skrill.com.
      2. Using a new email address, open a new account by clicking on “Registration”.
      3. Complete the registration form ensuring you select a different currency for your secondary account.
      4. Send an email to vip@skrill.com containing both the email address of your old and new account and we will link them, giving the same privileges. You will then be able to add the same credit cards and bank accounts to all linked accounts.
    • Can I send money between my Skrill accounts?

      Yes, you can, simply use the “send money” option from your account in order to do this. Please keep in mind that all transactions between accounts in different currencies will be subject to FX fees, based on the Skrill VIP fee structure.

    • What is the FX fee for sending funds from my account?

      We apply different FX fees to the accounts of Skrill VIPs, according to your Skrill VIP level:

      Skrill VIP level FX Fee
      Bronze level Bronze level 2.49%
      Silver level Silver level 1.75%
      Gold level Gold level 1.75%
      Diamond level Diamond level 1.75%

      For all other fees, please see here.

    • What is my current Skrill VIP level?

      You can find your current Skrill VIP level in the "My Account" section when logged in to your Skrill Account. You can also determine your Skrill VIP level based on your transaction volumes. For more info please visit our VIP Benefits.

    • How do I change my Skrill VIP level?

      There are 4 levels of Skrill VIP: Bronze, Silver, Gold and Diamond. The more transactions you make with Skrill, the higher your level and the bigger the benefits. For each level, there is a transaction requirement you must meet within a 6 months period.

    • When can I expect to see my Skrill VIP level change?

      Your Skrill VIP level will be updated at the beginning of each calendar month based on your transaction volumes.

    • Can I lose my Skrill VIP status?

      Yes. If you fail to reach a total of €6,000 in transaction volumes to any of our Skrill merchants in any rolling 3 month period, your Skrill VIP status will be removed and you will lose all the benefits you enjoyed as a Skrill VIP.

    • How do I maintain my Skrill VIP status?

      In order to maintain you Skrill VIP status, you need to transact at least €6,000 in any rolling period of 3 calendar months.

  • Account verification

    • How do I increase my transaction limits?

      You increase your transaction limits by increasing the level of verification of your account. To fully verify your account, you need to provide:

      1. Photo Identification

        A clear, valid and not altered scanned colour copy of an official identity document:

        1. Passport (full open copy) or
        2. ID card (both sides ) or
        3. Driving licence (front)
      2. Proof of Address

        A clear, valid and not altered scanned colour copy of one of the following documents, issued within the last 3 months:

        1. A utility bill (electricity/gas/water, rent)
        2. A bank statement which clearly shows your name and address.

        Please note that we are not able to accept mobile phone bills and will accept only scanned paper copies of original utility bills or bank statements.

        The verification documents you submit must match the information you enter when you signed up for your Skrill account.

        In order to fully verify your Skrill account and have transaction limits increased, you may be asked to complete additional security checks. For example, you may be asked to provide additional documentation, which could include, but is not limited to, the following:

      3. Certified copy of your ID

        Your ID can be certified by a notary, an embassy, consulate or high commission of the country of residence or by a lawyer or attorney who is capable of being contacted if necessary.

      4. A paper-based declaration

        A paper-based declaration is a document serves as a way to prove an identity by a bank clerk. Please contact vip@skrill.com to get your paper-based declaration.

    • How do I send the requested verification documents?

      You can send the documents as attachments in any of the regular formats (PDF, JPEG, BMP, GIF, TIF, etc.) via email to vip@skrill.com.

  • Increasing transaction limits

  • The Skrill Prepaid MasterCard®

    • How can I apply for a Skrill Prepaid MasterCard?

      Apply directly from the “My MasterCard” section in your Skrill profile. Please visit the Moneybookers prepaid MasterCard website for more details.

      You can order your card online by following these steps:

      1. Click on the "My MasterCard" link in the "My Account" section.
      2. Click on “Apply”

        Remember that you first have to fully verify your account. Please visit the ‘About Account Verification’ section to learn more about how to verify your account.

      3. Click "Confirm" and we’ll post your card!
    • Who can apply?

      Anyone who is 18 years or older and resides in the European Union* can apply for the Skrill Prepaid MasterCard. At the moment, residents of non-EU countries cannot apply for a Skrill Prepaid MasterCard, but we are working hard in order to offer the card to our customers who reside outside the European Union.

      * In the licensed area of issuance of Newcastle Building Society.

    • What are the advantages for VIPs of using the card?

      As a Skrill VIP you do not have to pay any annual or ATM fee and instead of the standard FX fee you only pay the reduced FX fee. The Skrill Prepaid MasterCard is directly linked to your Skrill account, enabling direct access with the card to your account. You can pay with your card at over 35 million shops, restaurants or online and receive cash at over 1.9 million ATMs everywhere MasterCard cards are accepted.

    • Where can I see my Skrill Prepaid MasterCard transaction history?

      You can view your transaction history by logging into your Skrill account and going to the “History” section.

    • Can I use my Skrill Prepaid MasterCard for gaming transactions?

      The card can currently be used for offline gambling activities, like in physical casinos, betting shops etc.

    • What should I do if I forget my PIN?

      If you have forgotten your PIN, you may order a PIN re-issue free of charge.

      Just follow these steps:

      1. Go to www.moneybookers.com.
      2. Login to your account and click on "My MasterCard" in the "My Account" section.
      3. Click on "Manage card" from where you can request a PIN reminder.

        4. Please protect your PIN, never write it down and never disclose it to anyone!

    • What if my card is lost or stolen?

      If you are unfortunate enough to lose your card, please call our Customer Service team as soon as possible on +44 (0)20 7117 6017. Your card will be blocked immediately from further use and a new card issued, if requested. You can also block your card from further use through your account:

      1. Go to www.moneybookers.com.
      2. Login to your account and click on "My MasterCard" in the "My Account" section.
      3. Click on "Manage card" from where you can report your card lost or stolen.
    • What are the daily limits for withdrawals and purchases with the Skrill Prepaid MasterCard?

        Your daily limits for withdrawals and purchases will automatically be adjusted based on your VIP level. Therefore, the higher your VIP level, the higher your daily limits you have with your Skrill Prepaid MasterCard.

        Limits per day Paying in shops, restaurants and online ATM cash withdrawals
        Bronze level Bronze level €3,000 €250
        Silver level Silver level €3,000 €500
        Gold level Gold level €5,000 €2,500
        Diamond level Diamond level €5,000 €2,500

  • The Skrill Security Token

    • What is it?

      The Skrill Security Token is a portable device that increases login security. It produces a one-time code that gives you an additional layer of security. Together with our 100% Funds Guarantee, you get 100% account insurance.

    • Where can I order my Skrill Security Token?

      You can order your personal Skrill Security Token by logging in to your account and order from “Security Center” on your profile.

    • Is the Skrill Security Token free?

      Every Skrill customer can order the necessary number of tokens for each account. But a benefit of being a Skrill VIP is that your first security token is free of charge. All additional tokens are charged at 15 EUR each per account.

    • What is the 100% Money-back Guarantee?

      If you suffer a financial loss as a direct result of unauthorised access to your account, provided you have met your security responsibilities, we will reimburse you 100%.

      Please read our 100% Money-back Guarantee Terms & Conditions.

  • The VIP Loyalty Club

    • What is the Skrill VIP Loyalty Club?

      The Skrill VIP Loyalty Club is the loyalty programme for Skrill VIPs, offering rewards (products or cash) through points earned while making transactions. To find out more about the Skrill VIP Loyalty Club, please visit our Skrill VIP Loyalty Club website.

    • How can I join the Skrill VIP Loyalty Club? How do I know whether I am have qualified as a member of the Skrill VIP Loyalty Club?

      Every Skrill VIP will automatically be invited to the Skrill VIP Loyalty Club by email. To become a member and start earning Loyalty Points, you must accept the invitation sent to you, including the Loyalty Club Terms and Conditions. If you have not received your invitation to the Skrill VIP Loyalty Club, please make sure that you are set up to receive emails from Skrill . You can change your email status in the Profile section of your account.

      Skrill VIPs who have accepted the membership invitation receive a confirmation email.

    • How do I know how many points I have? Which Level am I?

      Loyalty Club members can find their Points Balance, updated every 24 hours, in their Skrill account.

      The points you earn and the level you are at depends on the transactions you have made with Skrill. For details please visit our Skrill VIP Loyalty Club website.

      If you did not receive your monthly Skrill VIP Loyalty Club update, please make sure that you are set up to receive emails from Skrill . You can change your email status in the Profile section of your account.

    • How do I redeem my points?

      You can convert your points into reward coupons or cash rewards:

      1. Email vip@skrill.com, stating your Customer ID, whether you want a reward coupon or a cash reward and how many points you wish to convert*.
      2. If you have chosen a reward coupon, you will receive a unique coupon code by email with instructions on how to redeem your reward. If you've chosen a cash reward, your cash will be credited a few days after your request.

      * Points can only be converted in increments of the stated 'Points per Reward' for the Silver, Gold or Diamond levels. Note that Silver rewards can be redeemed by Silver, Gold and Diamond members; Gold rewards can be redeemed by Gold and Diamond members. Diamond rewards can only be redeemed by Diamond members.

    • Who can become a Skrill Loyalty Club member?

      All Skrill VIPs can become a Skrill Loyalty Club member. You will receive an invitation to join the Skrill Loyalty Club shortly after you receive our confirmation of your Skrill VIP enrolment. By accepting the Skrill Loyalty Club invitation, you become a member and start earning loyalty points.

      Please note that only clients who have agreed to receive correspondence   from Skrill will be sent an invite.

    • Where can I see my loyalty points balance?

      From the moment you accept our invitation to become a Skrill Loyalty Club member you start collecting loyalty points. You can see your loyalty points balance in the “Account Summary” section in your profile. Please note that your loyalty points balance is updated overnight, therefore you will not be able to see your exact total straight after you make a transaction.

    • I do not see my loyalty points balance, what is wrong?

      First you must ensure you are a member of the Skrill Loyalty Club - you should have received a confirmation of your participation to your registered email address.

      Secondly, loyalty point balances of zero will not be shown. Therefore, you must ensure you have earned at least 1 loyalty point by making an eligible transaction.

    • I am not able to find the Skrill Loyalty Club invitation in my mailbox, can you add me manually?

      We will be pleased to add you manually upon your acceptance of the Skrill Loyalty Club Terms and Conditions. Please send us your request in writing to vip@skrill.com.

    • Can I retrieve loyalty points on transactions I’ve made from the past?

      No, you only start earning loyalty points from the day of accepting the Skrill Loyalty Club invitation.

    • How many points can I carry over into the next month?

        Each VIP level has its own monthly carry-over allowance, so you need to ensure you redeem your points before the 28th of each month, or you will lose your points that are exceeding your monthly allowance.

        VIP level Monthly carry-over allowance
        Bronze level Bronze 60,000 loyalty points
        Silver level Silver 180,000 loyalty points
        Gold level Gold 900,000 loyalty points
        Diamond level Diamond 1,800,000 loyalty points

  • Skrill Ambassador Programme

  • General Questions

    • How long does it take for Skrill VIP Support to answer my enquiry?

      We aim to answer all written Skrill VIP enquiries within 6-12 working hours from their submission; however in a very few circumstances, issues may be escalated and require more time to resolve. When this is the case, we will keep you updated on the estimated investigation and resolution times. Our VIP customers have always been our top priority and we strive to assist all their enquiries as soon as possible.

    • Who is my Account Manager?

      Please send us an email to vip@skrill.com so we can introduce you to a suitable Account Manager. We will then be able to make sure your Skrill Account Manager will speak your language and understand your needs.

  • Skrill VIP Store

    • I have forgotten my Customer ID? Where can I retrieve this?

      Your Customer ID is a unique number assigned to your Skrill account that you can always access from within your “My Account” section when you login.

      If you have forgotten your password and you’re unable to login, please follow our password retrieval process. Alternatively contact the Skrill VIP Team for further assistance.

    • I want my order delivered to a different Country. How can I do this?

      If you would like to your order delivered to a country other than the one registered in your Skrill account, please contact the Skrill VIP team who can assist you.

    • How long does delivery take?

      EU and Worldwide shipments should take no more than 5 working days to arrive, longer delivery times may be encountered if the item needs to be cleared through customs. UK shipments should take no more than 3 days for delivery.

    • My order has been declined? Why?

      In most cases a declined order is due to insufficient loyalty points in your account to fulfil your request. To avoid this, please ensure you have sufficient loyalty points when placing your order – remember you can always purchase loyalty points from the Skrill VIP Store.
      If you think your order was declined for other reasons, please contact the Skrill VIP Team for further assistance. Please remember, Skrill reserves the right to decline any order where it feels appropriate to do so.

    • My order hasn’t arrived. Where is it?

      We'd like to remind you that EU and Worldwide shipments can take up to 5 working days from confirmed despatch date. If this time has elapsed and your order has still not arrived, please contact the Skrill VIP Team with your Reference Number.

    • Buying loyalty points explained.

      As a Skrill Loyalty Club member, we understand that even though you quickly accumulate loyalty points with Skrill, you may still fall short of the required amount of points for a specific reward. This is why we let you to purchase loyalty points: so you can get all the rewards you want, whenever you want.

    • How do I buy loyalty points?

      You can purchase loyalty points directly from the VIP Store, simply use the “Buy Loyalty Points” button and complete the payment process.

    • How long does it take for Skrill to credit my loyalty points?

      Once you have successfully made a payment, it usually takes no more than 24 hours to process, credit and update your loyalty points balance.

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