How can we
help you?

rocket_launch

Getting Started

What is Root?expand_more

Root is a remittance platform that enables Non-Resident Indians (NRIs) in the USA to send money quickly and securely to India. Built on regulated stablecoin-based payment infrastructure, Root offers competitive exchange rates, transparent pricing, and fast transfer times.

How does Root work?expand_more

Sign up: Create your account using your phone number or email
Complete KYC: Verify your identity with government-issued documents
Link your bank: Connect your US bank account securely
Add recipient: Enter Indian bank account details
Transfer money: Send funds with competitive exchange rates
Track: Monitor your transfer in real-time until completion

Who can use Root?expand_more

Root is available to:

US residents (citizens, green card holders, visa holders)
Non-Resident Indians (NRIs) living in the USA
Anyone 18 years or older with a valid US bank account
Users who can complete identity verification requirements

Coming Soon: We are also going to bring more currency corridors and other countries soon on the Root app.

What makes Root different from other remittance services?expand_more

Zero Transfer Fees: No hidden charges for sending money
Competitive Exchange Rates: Real-time, transparent INR rates
Fast Transfers: Most transfers complete within 1-4 business days
Stablecoin-Powered: Secure, traceable transactions via regulated infrastructure
24/7 Operations: Send money anytime, including weekends and holidays
User-Friendly: Simple, intuitive interface designed for NRIs

Do I need to download an app?expand_more

Yes, Root is available as a mobile app for both iOS and Android. Simply download from the App Store or Google Play Store to get started.

Is Root available in my state?expand_more

Root operates nationwide across all 50 US states. We are registered with FinCEN as a Money Services Business (MSB) and comply with federal and state regulations.

fingerprint

Identity Verification & KYC

Why do I need to verify my identity?expand_more

Identity verification (KYC - Know Your Customer) is a legal requirement for all financial institutions to:

Prevent fraud and money laundering
Comply with US federal regulations (Bank Secrecy Act, Genius Act, FATCA Compliances)
Protect your account and funds
Ensure secure transactions

What documents do I need for verification?expand_more

Primary Identity Document (choose one):

US Passport
US Driver's License
US State ID
Valid US Visa (with additional documentation)

Additional Requirements:

Proof of US address (utility bill, bank statement, lease agreement)
Selfie for facial verification
Social Security Number (SSN) for higher transfer limits

How long does identity verification take?expand_more

Standard verification: 5-15 minutes (automated)
Manual review: 1-2 business days (if required)
You'll receive email and in-app notifications about your verification status

What if my verification is rejected?expand_more

Common reasons for rejection:

Blurry or unclear document images
Expired documents
Name mismatch between documents
Poor selfie quality

Resolution: Re-upload clear, high-quality images. Our support team will guide you if multiple attempts fail.

Can I start sending money before verification is complete?expand_more

No. Identity verification must be completed before you can initiate any transfers. This protects both you and the recipient.

Do I need to verify my identity again?expand_more

No, verification is a one-time process. However, we may request additional documentation (Enhanced Due Diligence) if:

You increase your transfer limits significantly
Regulatory requirements change
Suspicious activity is detected

What is Enhanced Due Diligence (EDD)?expand_more

EDD is an additional verification layer required for transfers above $15,000/day, high-value transactions, or unusual transaction patterns.

EDD Requirements:

Source of funds documentation
Employment verification
Additional background checks

Process may take 2-5 business days.

Is my verification information secure?expand_more

Encrypted using bank-grade security (AES-256)
Stored in secure, compliant servers
Never shared without your consent (except as required by law)
Protected by multi-layer security protocols

Can someone else complete verification on my behalf?expand_more

No. You must personally complete the verification process. Using someone else's documents is illegal and will result in permanent account suspension.

account_balance

Account Setup & Bank Linking

How do I link my US bank account?expand_more

Option 1: Instant Verification via Plaid (Recommended)

Select "Link Bank Account" in the app
Search for your bank (we're integrated with Plaid for secure connections)
Log in using your online banking credentials
Select the account to link
Confirmation is instant

Option 2: Manual Verification

Enter routing and account numbers manually
Wait for two micro-deposits (1-2 business days)
Verify the deposit amounts in the app
Account is confirmed

Which US banks are supported?expand_more

Root supports 10,000+ US financial institutions, including major banks (Chase, Bank of America, Wells Fargo, Citi), regional banks, credit unions, and online banks (Chime, Ally, Marcus).

Can I link multiple bank accounts?expand_more

Yes. You can link multiple US bank accounts and choose which one to use for each transfer.

How do I add an Indian bank account (recipient)?expand_more

Required Information:

Account holder's full name (as per bank records)
Bank account number
IFSC code (11-character bank identifier)
Account type (Savings/Current/NRO)
Bank name and branch

Supported Account Types:

NRO (Non-Resident Ordinary) accounts
Savings accounts
Current accounts

NOT Supported: NRE (Non-Resident External) accounts - We are adding the feature really soon.

Can I send money to someone else's account in India?expand_more

Yes. You can send money to your own Indian bank account, family members' accounts, friends' accounts, or any valid Indian bank account.

How many recipient accounts can I add?expand_more

You can add unlimited recipient accounts in India for flexibility.

Can I edit or delete a saved recipient?expand_more

Yes. Go to "Recipients" in the app menu to edit recipient details, delete recipients, or mark favorites for quick access.

What if I enter wrong bank details?expand_more

Before transfer is initiated: You can edit or delete the recipient and re-enter correct information.

After transfer is initiated: Contact support immediately. We'll attempt to recall the transfer, but success is not guaranteed. If funds reach the wrong account, recovery is difficult and may not be possible.

Is my bank login information stored?expand_more

No. Your credentials are encrypted and sent directly to your bank.
Root never stores your banking username or password.
We only receive a secure token to initiate transfers.

send_money

Sending Money (Transfers)

How do I send money to India?expand_more

Open Root app
Select "Send Money"
Choose or add recipient
Enter USD amount (or INR amount)
Review exchange rate and total cost
Confirm transfer
Track status in real-time

What are the transfer timelines?expand_more

For New Users (0-60 days transaction history):

Up to $1,000: 1 business day
Over $1,000: 4 business days

For Established Users (60+ days transaction history):

Up to $3,000: 1 business day
Over $3,000: 4 business days

Factors affecting timeline: Bank processing times, weekends, bank holidays, and KYC verification status.

Can I send money on weekends and holidays?expand_more

Yes, you can initiate transfers 24/7/365. However, bank processing may be delayed on US or Indian holidays. Funds will be credited on the next business day if initiated during holidays.

What is the exchange rate, and how is it determined?expand_more

Root provides real-time exchange rates based on current market conditions. Rates are competitive, transparent, and locked at the time of transfer confirmation. There are no hidden markups.

Does the exchange rate change after I initiate a transfer?expand_more

No. The exchange rate is locked when you confirm your transfer, protecting you from market fluctuations during processing.

Can I send money to myself?expand_more

Yes. Self-transfers are supported and often receive better exchange rates and faster processing.

Requirements: Indian account must be in your name (NRO or Savings, NOT NRE) and match your US account name.

What if my transfer is delayed?expand_more

Common reasons for delays include additional verification needs, bank holidays, or technical issues.

Action: Check "Transaction History" for status updates. Contact support if delayed beyond expected timeline.

Can I send money to an NRE account?expand_more

No, not yet. Root currently supports NRO accounts, regular savings accounts, and current accounts. Transfers to NRE accounts are coming soon.

Are there any restrictions on what I can send money for?expand_more

Allowed: Family support, education expenses, medical expenses, property purchases, investments, personal expenses.

NOT Allowed: Illegal activities, prohibited goods, gambling, cryptocurrency purchases, business transactions without proper documentation.

percent

Fees, Rates & Limits

How much does it cost to send money with Root?expand_more

Transfer Fee: $0 (FREE)
Exchange Rate: Real-time market rates with 0 markup
Hidden Fees: None

Are there really no hidden charges?expand_more

Correct. What you see is what you pay: No transfer fees, no receiving fees, no cancellation fees. Transparent exchange rate shown upfront.

What are the transfer limits?expand_more

Daily Limits:

Without SSN verification: $2,999/day
With SSN verification: $15,000/day
With Enhanced Due Diligence (EDD): $50,000/day

Transaction Limits:

Minimum: $10
Maximum: $50,000 (with EDD)

How can I increase my transfer limits?expand_more

Tier 1 (Default): $2,999/dayComplete basic KYC
Tier 2: $15,000/dayVerify Social Security Number (SSN) (1-2 business days)
Tier 3: $50,000/dayComplete Enhanced Due Diligence (EDD) with source of funds documentation (2-5 business days)

What is Enhanced Due Diligence (EDD)?expand_more

EDD is required for high-value transfers (>$15,000/day) or unusual patterns.

Documentation Required:

Recent bank statements
Pay stubs or employment letter
Tax returns (sometimes)
Source of funds declaration

Why do I need to provide my SSN?expand_more

SSN verification is optional but increases daily limits to $15,000. It is required by the IRS for tax reporting (Form 8300) for transactions >$10,000 and helps prevent identity theft.

Is my SSN safe with Root?expand_more

Yes. Your SSN is encrypted using bank-grade security, never shared with third parties (except as required by law), and protected by multi-factor authentication.

Does Root report transfers to the IRS?expand_more

Yes, as required by law. Transactions over $10,000 are reported via Form 8300. This is standard practice for all US financial institutions.

Can I send more than my daily limit?expand_more

No, for your security. To send more, you must increase your tier or split payments over multiple days.

Why did my transfer limit decrease?expand_more

Limits may be temporarily reduced due to suspicious activity, failed verification attempts, or compliance reviews. Contact support for clarification.

receipt_long

Transaction Management

How do I track my transfer?expand_more

Go to "Transaction History" in the app and select the transfer.

Status Indicators:

Pending: Initiated, awaiting bank processing
Processing: Funds debited, in transit
Completed: Funds credited to recipient
Failed: Unsuccessful, funds returned
Cancelled: Stopped before processing

When will funds be debited from my account?expand_more

Funds are typically debited within 1-2 hours for instant verification users, or 1-2 business days for manual verification users.

How do I know when the recipient receives the money?expand_more

You'll receive notifications via push, email, and in-app status updates. The recipient should also see the credit in their bank account.

Can I cancel a transfer?expand_more

Before Payout: Yes, cancel anytime via "Transaction History". Refunds are processed to your bank.

After Payout: No, transfers cannot be cancelled once funds are credited.

I cancelled my transfer, but my account was still debited. Why?expand_more

The ACH pull is triggered immediately upon initiation. Cancelling stops the payout, but not the debit. A full refund will be processed to your bank within 4 business days.

How long does a refund take?expand_more

Cancellation refunds: 4 business days
Failed transfer refunds: 3-5 business days

What if I sent money to the wrong account?expand_more

Before Payout: Cancel immediately and reinitiate.

After Payout: We cannot reverse completed transactions. Contact the recipient or support immediately for assistance, though recovery is not guaranteed.

I received money from someone I don't know. What should I do?expand_more

Do NOT spend the money or return it yourself.

Report it to Root support immediately (support@rootpay.finance) and wait for guidance.

How do I view my transaction history?expand_more

Navigate to 'Transaction History' in the app. You can filter by date, status, recipient, or amount, and export as PDF/CSV.

Can I get a receipt for my transfer?expand_more

Yes. Select the transaction in history and click 'Download Receipt' or 'Email Receipt'. Receipts include all transaction details.

How long is my transaction history stored?expand_more

Lifetime access for active users. After account closure, records are retained for 7 years per regulatory requirements.

shield_lock

Security & Privacy

Is Root secure?expand_more

Encryption: All data encrypted with AES-256
Secure Infrastructure: Built on regulated and compliant payment infrastructure
Fraud Monitoring: Real-time transaction monitoring
Regulatory Compliance: Registered with FinCEN as MSB
Multi-Factor Authentication: Extra layer of account protection

How is my data protected?expand_more

End-to-end encryption, secure servers with regular audits, no storage of banking credentials, and strict compliance with US data protection laws.

What is two-factor authentication (2FA)?expand_more

2FA adds extra security by requiring a password AND a one-time code sent via SMS/email. You can enable it in Settings → Security.

What should I do if I see unauthorized transactions?expand_more

Change your password immediately, enable 2FA, and contact support@rootpay.finance urgently. We will investigate and freeze your account if necessary.

Can I send anonymous payments?expand_more

No. Anti-Money Laundering laws require all users to be identified and verified. All transactions are traceable.

Who can see my transaction details?expand_more

Only you, the recipient, Root (for processing), and law enforcement (if required). Your details are never made public or shared for marketing.

Is my bank account information safe?expand_more

Yes. Credentials are NOT stored by Root. We use secure tokenization via trusted partners and cannot access your account without permission.

gavel

Legal & Compliance

Is Root a licensed money transmitter?expand_more

Yes. Root is registered with FinCEN as a Money Services Business (MSB), licensed in required states, and compliant with federal and state regulations.

What regulations does Root follow?expand_more

Bank Secrecy Act (BSA)
USA PATRIOT Act
Anti-Money Laundering (AML) laws
Know Your Customer (KYC) requirements
OFAC sanctions

What is OFAC screening?expand_more

OFAC screening ensures you and the recipient are not on sanctions lists. All transfers are automatically screened.

Can Root freeze or cancel my transfer?expand_more

Yes, if OFAC screening flags the transaction, suspicious activity is detected, terms are violated, or authorities request it.

What information does Root share with authorities?expand_more

As required by law: Suspicious Activity Reports (SARs), transactions over $10,000 (Form 8300), OFAC matches, and subpoenaed records.

Can I use Root for business transactions?expand_more

Root is for personal remittances. Business transactions require special evaluation. Contact support for details.

What are Root's Terms of Service?expand_more

Available in-app and at rootpay.finance/terms. Please read regarding user obligations, liability, and dispute resolution.

What is Root's Privacy Policy?expand_more

Available in-app and at rootpay.finance/privacy. Covers data collection, usage, and your rights.

Can I dispute a completed transfer?expand_more

Contact support within 180 days with details. We investigate within 10 business days. User error is typically not reversible.

What happens if Root makes an error?expand_more

Full refund or correction provided, plus compensation for any losses as applicable.

What are prohibited uses of Root?expand_more

Illegal activities, money laundering, fraud, prohibited goods, gambling, drugs, and weapons. Violations result in permanent bans.

support_agent

Support & Contact

How do I contact Root support?expand_more

Email: support@rootpay.finance (Response within 24 hours)

What information should I provide when contacting support?expand_more

Full name, email/phone, Transaction ID, date/time of issue, screenshots, and description of the problem.

How long does support take to respond?expand_more

Emails are answered within 24 hours. Urgent issues are prioritized.

Can I escalate my support ticket?expand_more

Yes, email escalations@rootpay.finance if unsatisfied or for urgent matters.

Does Root have social media support?expand_more

Yes (Twitter/X, Facebook, Instagram, LinkedIn). For privacy, use DM or official channels; do not post sensitive info publicly.

How do I close my Root account?expand_more

Email support requesting closure. Ensure pending transfers are complete. Data is retained for 5 years per regulations.

help_center

Additional FAQs

What currencies does Root support?expand_more

Send from US Dollars (USD), receive in Indian Rupees (INR). Exclusively US → India corridor.

What banks in India can receive funds?expand_more

100+ banks including HDFC, ICICI, SBI, Axis, PNB, Kotak, Bank of Baroda, etc. Check full list in app.

Does Root send marketing emails?expand_more

Yes (updates, offers). Opt out via 'Unsubscribe' link or in Settings → Notifications.

Can I set up recurring transfers?expand_more

Not yet, feature coming soon. Please initiate manually for now.

Does Root have a web app?expand_more

Root is currently mobile-app only (iOS and Android). Web access is on the roadmap.

What if the Indian bank rejects the transfer?expand_more

You'll be notified, and funds refunded to your US account within 3-5 business days. No fees charged.

Can I send money for property purchase in India?expand_more

Yes, but purpose must be declared and limits/documentation apply. Consult a tax advisor.

Are there tax implications for sending money to India?expand_more

US Tax:

Sending money is NOT taxable. Transfers >$10k reported to IRS.

India Tax (Recipient):

Tax-Free: From close family or gifts from relatives.
Taxable: >₹50,000 from non-relatives; interest earned on funds.

Disclaimer: Consult qualified tax professionals. Root provides remittance services only.

How does Root compare to competitors?expand_more

Feature	Root	Others
Transfer Fee	$0	$5-$20
Exchange Rate	Competitive, transparent	Often with hidden markup
Transfer Speed	1-4 days	2-7 days
Stablecoin-Powered	Yes	Usually No
24/7 Support	Yes	Limited
KYC Process	Fast, user-friendly	Often cumbersome

Is my money insured?expand_more

Funds in transit are protected by our payment infrastructure's security measures. US accounts are FDIC insured (up to $250,000); Indian accounts insured per local regulations.

Can I get a tax document for my transfers?expand_more

Yes, annual summary available in Settings → Documents.

What security certifications does Root have?expand_more

PCI DSS, SOC 2 Type II, GDPR, ISO 27001.

Last Updated: 5th February, 2026

Root | Banking without borders

Note: This FAQ provides general information. For specific issues, please contact Root support. Terms and conditions apply. Root reserves the right to modify policies and features.

How can we help you?