# FAQ (Frequently Asked Questions) ## **My company is not using Kleos yet. How can I invite them?** Tell your accountant or manager about Kleos and suggest booking a meeting with one of our managers. We’ll explain the platform’s features, answer any questions, and help them get started more quickly: *** ## I’m withdrawing funds to my bank account. When will I receive them? **Withdrawal processing times:** * **Visa/Mastercard:** usually **instant**, though in some cases up to **30 minutes**; up to **24 hours** if additional checks are required * **USDT:** up to **5 hours**; up to **24 hours** if additional checks are required * **SWIFT/ACH:** **1 business day**; depending on the country and bank, the transfer may take up to **3–5 business days** The first transfer to newly added payment details may be subject to additional review. We accept withdrawal requests **24/7**, and processing takes up to **1 business day**. *** ## **I’m having trouble completing verification through Sumsub. What should I do?** When going through verification, make sure your face is clearly visible and that you have your identity document ready. Please upload **photos instead of scans**. All information on the document must be clearly readable, the image should be free of glare, and all four corners of the document must be visible. If you are unable to complete verification for any reason, contact support through the widget in your personal account or email us at **** — we’ll help you. *** ## **My agreement is not loading for signature. What should I do?** In some countries, there may be issues loading the service. Please try using a different connection method (for example, switching to Wi-Fi or mobile data) or try again from another device. Problems may also be caused by **VPN services**. Please disable them and try again. *** ## **Sumsub is not loading. What should I do?** In some countries, there may be issues loading the service. Please try using a different connection method (for example, switching to Wi-Fi or mobile data) or try again from another device. Problems may also be caused by **VPN services**. Please disable them and try again. *** ## **Errors occur on the Kleos platform. Some windows do not load or some buttons do not work. What should I do?** Please note that withdrawals are not available until the [user has signed the agreement with Kleos and completed verification.](/for-contractors-1/how-to-complete-verification-and-set-up-your-profile.md) In some countries, **DocuSign** and **Sumsub** may not load properly. Try switching to a different connection, such as Wi-Fi or mobile data, or try again from another device. Problems may also be caused by **VPN services**. Please disable them and try again. *** ## **Does Kleos charge a fee for withdrawals or receiving payouts?** We do not charge contractors any fees. However, some banks may charge a fee for incoming transfers. *** ## **I can’t create a payout for a contractor. What is the reason?** Most likely, the contractor has not [completed registration and has not accepted your invitation to work with you.](/for-contractors-1/how-to-accept-an-invitation-from-a-company-or-invite-a-company.md) You can check the contractor’s agreement signing status and verification status in their profile. *** ## **What fees does Kleos charge, and who pays them: the Company or the Contractor?** We charge a fixed fee of **50 USD/EUR** per payout to a contractor, depending on the payout currency. *** ## **Is it possible to have two accounts on the platform?** No, a contractor can only have **one account** on the platform. However, a single account is sufficient to work with multiple companies and handle other use cases. *** ## **I’m not receiving the verification code. What should I do?** Please check your **spam** folder first. You may also have reached the limit for login attempts. Each code remains valid for **15 minutes**, and after several unused or incorrect attempts, login may be temporarily restricted. Please contact our support team at **** *** ## Why am I logged out after signing in, why does my session end unexpectedly, links do not open, or I get signed out when clicking buttons or moving to the next step? This may happen if the date and time on your device are not set correctly. Please enable automatic date and time synchronization in your device settings, then sign in again. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.kleos.io/faq-frequently-asked-questions.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.