FAQ - Frequently Asked Questions

Question 1

Why do I have to verify my identity?

Answer

Banks and financial institutions are subject to the requirements of the Republic of Lithuania’s Law on the Prevention of Money Laundering and Terrorist Financing; therefore, we are obligated to establish the identity of everyone who wishes to use banking services.

Question 2

How do I verify my identity?

Answer

In the bottom right corner, tap “More”, select “Profile”, and press “Verify Identity”. Here, you will need to enter your first name, last name, and date of birth. Next, you need to take a picture of your personal identity document. Select the document you have (identity card or passport). Take a picture of the document and yourself as instructed. We will verify your identity within 24 hours.

Question 3

What personal data does the Perlas Go mobile app collect, and why?

Answer

To learn more about what personal data we collect and why we do it, please review our Privacy policy.

Question 4

Why does the Perlas Go mobile app require certain permissions?

Answer

To ensure maximum convenience when using the app, Perlas Go utilizes the technical features of your mobile device. Access to the camera is required to conveniently and quickly scan a bill’s barcode, as well as to photograph documents for personal identity verification. Location services are used so that we can show you the nearest Perlas terminal.

Question 5

Can I change my PIN code?

Answer

In the “Profile” section, press “Change PIN code”, enter your current PIN code, and then enter a new PIN code.

Question 6

How do I change my personal data (first name, last name, phone number)?

Answer

Personal data can be edited in the “Profile” section. Before your identity is verified, you can change all of your personal data. Once your identity is verified, you can only change your contact details. To change your data after your identity has been verified, contact us by email at info@perlasgo.lt or by phone at 0 52 751 751.

Question 7

What should I do if I changed my phone number or lost my phone?

Answer

If you have lost your phone, log in with your phone number on another mobile device and delete your lost device. To do this, go to the “Profile” section, press “Linked devices,” and delete the devices from which you want to remove your account. If you have changed your phone number – notify us by email at info@perlasgo.lt or by phone at 0 52 751 751.

Question 8

How do I delete my account?

Answer

In the Profile section of the app, in the top right corner, you will see the menu icon (the “three dots”). Tap on it and select “Delete Profile”.

Question 9

How much do Perlas Go services cost?

Answer

With Perlas Go, paying your utility bills costs nothing.

You can see the full price list here.

Question 10

How do I pay the bills?

Answer

When paying a service provider for the first time, simply scan the barcode on the bill. If there is no barcode or it’s not possible to scan it, use the search function in the list of service providers. If you cannot find the required service provider, you can make a payment transfer by specifying the recipient’s account number and the purpose of the payment.

Question 11

How to create a payment list?

Answer

After logging into your Perlas Go account, you will see the menu icon (the “three dots”) in the top right corner. Tap on it, select “Add payment list,” create a name for the list, and that’s it – you can add your desired payments.

Question 12

How many payment lists can I have?

Answer

The number of payment lists is not limited.

Question 13

Can I pay bills for several different people in one account?

Answer

Yes! You can pay not only your own bills but also the bills of your relatives. To make it easier to track expenses, you can create separate payment lists.

Question 14

Can I adjust the amount due and pay only part of the bill?

Answer

Yes, if the service provider allows it. When you make a payment, you will see whether the field with the payable amount can be adjusted or not.

Question 15

Why is the bill amount shown with a "-" (minus) sign?

Answer

The minus sign in front (of the amount) indicates that the system has registered an overpayment.

Question 16

I received a bill showing a debt for the previous period, even though it was already paid.

Answer

It’s possible that last month’s bill was not paid on time. Therefore, when the service provider did not receive the payment by the specified date and was preparing the new bill, they included the previous amount as a debt. We recommend not leaving bill payments for the last day of the month and paying the bill by the 27th of the current month. If you have already paid the debt, simply adjust the payable amount.

Question 17

When does the service provider receive my payment/information about the paid payment?

Answer

The service provider receives information about the payment within one to two business days. If the payment is delayed, please contact us or the service provider, and we will confirm the payment settlement date for you.

Question 18

When is the data updated?

Answer

Each service provider updates data at a different time. Typically, data for the previous month is updated by the 20th of the current month.

Question 19

Is it possible to pay contributions without having a bank account registered in Lithuania?

Answer

It is possible, but in this case you will only be able to make the payment at the Perlas terminal.

Question 20

What are the payment methods?

Answer

You can pay the payment list by logging into your online banking or in cash at a Perlo terminal (standard service fees apply at the terminal).

You can find a map of Perlas terminals in your mobile app.

Question 21

Can people under the age of 18 use the app?

Answer

Yes, persons under the age of 18 can use the app, but cannot make payment transactions.