EPS wallet is a secure and user-friendly digital wallet application developed by EPS Laos. It allows users to make seamless online and offline payments, transfer money, and manage transactions conveniently.

Absolutely. EPS wallet uses advanced encryption technology and complies with global security standards, such as PCI DSS, to protect user data.

Yes, EPS wallet allows international transactions, enabling users to send or receive payments in supported currencies.

Certain services, such as money transfers and international payments, may have associated fees. These are transparently displayed before confirmation.

Our support team is available 24/7 via:

• In-app chat

1. Contact Support
Use the Help Center within the EPS wallet app to reach our support team.
Provide as many details as possible, including screenshots, transaction IDs, and the issue description.

2. Track Your Ticket
Once your issue is submitted, you’ll receive a reference number.
Use this number to track updates on your concern via the app or website.

3. Escalate Your Concern
If your issue is not resolved within the promised timeline, escalate the matter by:

Email: customercare@epswallet.com with your ticket number.
Live Chat: In-app chat (available 24/7).

4. Response Time
Escalated issues are reviewed within 48 hours by our resolution team.
We will provide a detailed response or update on the next steps.

4.1 What are the different severity levels for customer support issues?
We categorize customer issues into four severity levels:
  S1 (Critical Issue) – Requires urgent attention.
  S2 (High Priority Issue) – Significant impact but not critical.
  S3 (Medium Priority Issue) – Moderate impact with a workaround available.
  S4 (Low Priority Issue) – Minor or general inquiries.

4.2 How quickly will I receive a response from customer support?
  S1: Within 1 hour
  S2: Response within 8 business hours
  S3: Response within 3 business hours
  S4: Response within 4 business hours

4.3 How long does it take for an issue to be escalated?
  S1: Escalated within 2 business hours
  S2: Escalated within 8 business hours
  S3: Escalated within 1 business day
  S4: Escalation is not required.

4.4 How long will it take to resolve my issue?
  S1: 5 business hours
  S2: 1 business day
  S3: 2 business days
  S4: Varies, but typically resolved within 4 business days

4.5 What is the total wait time for issue resolution?
  S1: 5 business hours
  S2: 1 business day
  S3: 2 business days
  S4: 4 business days


5. Appeal for Further Review
If you’re not satisfied with the resolution:
Request a further review by contacting our Customer Advocacy Team here customercare@epswallet.com

Yes, EPS wallet offers tailored solutions for businesses, including online and offline payments, invoicing, and e-commerce payment options.

Yes, EPS wallet is available in Lao and English for user convenience.

Yes, you can link multiple cards and bank accounts for flexible payment options.

To deactivate your account, contact customer support via email or in-app chat for assistance.

Welcome Message:
Welcome to EPS wallet Laos, your trusted digital payment solution. This manual provides step-by-step instructions to help you navigate and utilize our platform effectively.

Key Features:

• Supports LAK and USD transactions.
• Seamless cross-border payments.
• Secure and fast with global compliance standards (e.g., PCI DSS).

Sign Up:

• Download the EPS wallet app from the App Store or Google Play.
• Register with your phone number.
• Verify your identity with a valid ID or passport.

Why do I need to authenticate my ID?
Identity authentication is compliant with the requirement of the Bank of Lao P.D.R and the Anti-Money Laundering Office (AMLO) to use EPS wallet, and this is a necessary process to ensure that your accounts have been secured and prevent any identity theft.

Log In:

• Enter your registered phone number.
• Input the OTP sent to your device.

Language Options:

• Choose between Lao or English in the settings menu.

FAQs:
Find quick answers under the “Help” section in the app.

Contact Support:
Live Chat: Available 24/7 in Lao and English.
Hotline: Call +856 20 56 996 464 for immediate assistance.
Email: customercare@epswallet.com

Users are required to agree to the platform’s Terms of Service and Privacy Policy during registration.

Never share your OTP or PIN with anyone.
Regularly update the app to the latest version for enhanced security.

What fees are associated with using EPS wallet?
EPS wallet charges a transaction fee for each successful payment processed. Additional fees may apply for specific services, such as currency conversion or premium support plans.

Are there any setup fees for businesses?
No, there are no setup fees for creating a business account. However, fees may apply for integrating advanced features like API or custom payment gateways.

Is there a monthly subscription fee?
EPS wallet does not charge a monthly subscription fee for standard services. Businesses can opt for premium plans that include advanced features for a fixed monthly cost.

What are the transaction fee rates?
The transaction fee rates depend on the payment type and volume. For detailed pricing, please refer to the Fees & Pricing section on our website or contact our support team.

Are there any hidden charges?
EPS maintains transparency in pricing. All fees are outlined in your contract and displayed in your account dashboard. There are no hidden charges.

How do I pay the fees?
Fees are automatically deducted from your transactions. Monthly invoices summarizing all charges will be available in your account.

Can I get a discount on fees?
Businesses with high transaction volumes or long-term contracts may qualify for discounted rates. Please contact our sales team to discuss customized pricing options.

Are refunds subject to fees?
If a transaction is refunded, the original transaction fee is non-refundable. However, no additional fees are charged for processing the refund.