Frequently asked questions

General

What is Sugi?

Sugi is a mobile first cryptocurrency hardware wallet. The card, which works hand in hand with the wallet application on a NFC enabled mobile phone with Android or iOS, allows users to store or make secure transactions with multiple cryptocurrencies.

Do you want to know more? We invite you to learn more about the Story behind Sugi and Our team. And if you still want to know more, you can always Contact us!

How does Sugi work?

Sugi consists of a card and mobile wallet app as its interface. Card communicates with the mobile wallet using NFC technology (like Tap and Pay or contactless payments). The card holds a special key in the secure element that allows users to conduct transactions on multiple blockchain networks. The key is protected by a unique PIN known only to the card holder.

How is Sugi different from any other software wallet (also called hot or web wallets)?

Cryptocurrencies stored on software wallets are always at risk of being stolen by hackers. This is because they are not designed with security that is strong enough to prevent hackers from accessing it. Sugi is hardware wallet with user keys always stored offline, which makes it a lot more secure when compared to software wallets.

How is Sugi different from other hardware wallets?

Sugi is a mobile-first hardware cryptocurrency wallet, which means it is designed specifically for smartphones and therefore very easy to use. Because of its convenient shape, it is easily transportable. It's also one of the few on the market, if not the only one, that allows customization. This makes it perfect for a gift or just so you don't confuse yours with someone else's. You can learn more about customization here. Or read our blog to discover How does Sugi stand out from the crowd?

Why are hardware wallets important for cryptocurrencies? Do they improve security?

Cryptocurrency stored on a device with access to the internet is always vulnerable to malicious attacks by hackers. The only way to truly ensure your assets are safe is to store them offline.

Hardware wallets — also referred to as cold wallets — do not really store cryptocurrency, but they do hold the public and private keys associated with a particular account. You can read more about security and offline storage of private keys with Sugi Card on our blog.

What features are available with the Sugi Card and app?

Sugi allows you to securely store your crypto holding by keeping your private keys offline in the secure element of the Sugi Card. Moreover, use the Sugi wallet mobile application to review your crypto balances and keep up to date with price changes of your crypto at any time.

Easily send and receive cryptocurrencies using Sugi Card and Sugi wallet. Find your friends and other Sugi users through the contact list on your phone. You can confirm outgoing transactions to your friends and others by tapping your Sugi Card on your mobile phone when prompted.

At launch, Sugi Card and app can be used to store, send or receive Bitcoin (BTC) and Ethereum (ETH). Soon after launch selected ERC-20 tokens, Bitcoin Cash ABC (BCH), Litecoin (LTC) and Ripple (XRP) will be sequentially added. You will not need to do anything more than a regular app update to enjoy new currencies. We will notify you about all new releases.

In the future, we plan to add more cryptocurrencies and even fiat, which will allow you to use Sugi as a standard payment card for in-store, on-the-go or online payments without the need for converting them first.

Will Sugi support other cryptocurrencies in the future?

Of course! New versions of Sugi will support additional cryptocurrencies. We will be expanding the list periodically. You can subscribe on our webpage and be sure to know all our latest news.

What are the functions of Sugi Card?

With Sugi you can easily store your cryptocurrencies. In the Sugi mobile wallet application you are able to see balances, your past transactions and easily send or receive cryptocurrencies. For transfers you can either insert the card number of another Sugi user, scan a QR code from a payment request or a blockchain address.

How do I start using my Sugi Card?

Once you have received your Sugi Card, you need to download the Sugi wallet (mobile application). You can do this by scanning the QR code in the card packaging or go to sugi.io/start. For instructions on how to get set-up and pair your Sugi Card with Sugi wallet (app), you can visit our detailed explainer page Start using Sugi that has step-by-step guides and videos.

What models of smartphones can connect with Sugi Card?

Sugi Card can be used with all modern Android smartphones with NFC (e.g. Samsung, HTC, Huawei, …) and iPhones (iPhone 7 and newer).

You can read more about NFC phones here.

Will Sugi Card be adapted for future models of smartphones?

Yes, as long as they have NFC.

What if I don’t have an Android or iOS mobile phone?

We currently don't support other operating systems.

Can I use Sugi with my computer?

Not at this time. We are developing a desktop cross-platform application and we plan to announce it in the future.

Why should I use Sugi Card?

You should use Sugi to improve the security of storing your cryptocurrencies (the private key is stored offline and therefore safe from malicious attacks). Also, you should use Sugi to improve usability and accessibility of cryptocurrencies in day-to-day life by enjoying a full mobile experience when you are on the go.

Is Sugi Card the same as Sugi wallet (mobile app)? Can I use one without the other?

No. Sugi Card is a hardware wallet and the Sugi wallet is the mobile application that is used as an interface for the hardware wallet (the Sugi Card). You must use the Sugi Card with the Sugi wallet in order to have the hardware wallet’s functionalities. A wallet is a mobile application that provides an easy to use interface so you can manage everything that is on the card. In the future we may release a version that will allow you to use Sugi wallet as a standard software wallet by creating A virtual card in-app that holds your cryptocurrencies - for example to initiate smaller transactions or store smaller amounts of cryptocurrency.

Can I use my Sugi Card on its own to access my account?

No. Sugi Card always need to be used with Sugi wallet or one of the supported mobile wallets, specified in the Wallets section on our website.

Can I use Sugi Card to withdraw from money ATMs?

Technically Sugi Card is EMV compatible. But ATM support requires agreements with acquirers and ATM operators. So far we are on the stage one, when the card is a hardware wallet in a banking card format.

We will work towards making ATM withdrawals possible. This endeavor is largely connected to user numbers. So, the more friends you get to use Sugi, the sooner we can have ATM withdrawals!

Order, shipping and delivery

How much does Sugi Card cost?

There are different pricing options: Sugi Card retails for 59,90 EUR, including standard shipping and taxes. Sugi wallet (app) is available for download free of charge.

Customisation of the card costs 10 EUR extra.

We also offer also a bundled price for 2 customised Sugi Cards for 119,90 EUR (which saves you 19,90 EUR when compared to purchasing them separately).

How long does Sugi card’s delivery take on average?

Standard delivery time is 7-14 working days (depending on where you live) and is free. Express delivery time is 2-4 working days and is available for an additional charge in certain countries.

In which countries is Sugi Card available for purchase?

You can buy Sugi Card in over 60 countries all over the world.

EU countries: All

Rest of Europe: Azerbaijan, Belarus, Bosnia and Herzegovina, Georgia, Liechtenstein, Norway, Russia, Serbia, Switzerland, Turkey, Ukraine

North America: Canada, USA

South America: Brazil, Chile

Asia: Hong Kong, Indonesia, Israel, Japan, Kazakhstan, Malaysia, Mongolia, Philippines, Singapore, South Korea, Thailand, The United Arab Emirates, Uzbekistan

Australia & Oceania: Australia, New Zealand

Africa: South Africa, Zimbabwe

If your country is not on the list but you still want to purchase the Sugi Card - Get in touch!

Is there a monthly subscription fee for using Sugi Card?

No. There is no subscription fee at all.

I have ordered a card but I don’t like to work with it, can I block it somehow or send it back?

You have a 14 days peace of mind for purchasing the Sugi Card. You can read more about returns and refunds here. Sugi Card is currently an integral part for using Sugi wallet, so you cannot use one without the other.

Is the delivery cost of Sugi Card included in the price of the card itself? Or should one pay extra?

We offer standard or express shipping. The standard delivery time is 7-14 working days and is already included in the price. The express delivery time is 2-4 working days. The cost and availability depends on your location.

What do I need to do when I receive my Sugi Card? How do I get set up?

You need to download the Sugi mobile app for Android or iOS and activate the card. You need to scan the QR code that was included in the package to get redirected to App store or Google play. Alternatively you can always find the Sugi wallet app through search or visit sugi.io/start for direct links to App store and Google play.

The activation process of Sugi Card is not complicated and takes 1-2 minutes for and average user. Please visit this page for more information on how to add Sugi Card.

How many Sugi Cards can one person order?

As many as you want! If you are ordering more than 10 Sugi Cards, contact us via email on hello@sugi.io and we can provide you with a customised offer that depends on the number of cards that you want to buy.

For corporate partners we also offer complete white-label options. If you are interested get in touch by writing to bd@sugi.io.

How can I buy a Sugi Cards?

Sugi Cards are available for purchase through our online store or through partners. Just click the Sugi logo in the top left corner of this page or visit the Wallets section.

How is Sugi Card delivered to users and how much does it cost?

Sugi Card is delivered in a sealed envelope together with a protective RFID card that protects it from skimming during delivery. Standard delivery is included in the price, express delivery is available at an extra cost that depends on your location.

Do you offer refunds?

Yes, we offer refunds in line with our returns policy and applicable laws, including 14 days “Peace of mind” in case you change your mind and want to return the card. You can read more about returns and refunds here.

Do you provide a warranty for the Sugi Card? What can I do if it stops working?

The Sugi Card comes with a standard 2 years warranty from the day of delivery. Any faults that are uncovered within the first 6 months after delivery are automatically assumed to have existed upon delivery. For any faults uncovered thereafter you we will, however, need to prove that the fault has already existed, when the card was delivered.

Customization

Can I get a customized Sugi Card?

Yes! We offer a wide array of customization options for customized text - an industry first! You can learn more about customization here. Other design customizations and special editions will be added later.

Getting banking cards with your own design is a great feature now. Can I make my very own design of Sugi card?

For single user, unfortunately no. At least not yet. We offer white-label cards for bigger batch orders (at least 1000 pieces). If you are interested contact us for individual offer bd@sugi.io.

Are there any restrictions for creating your own card design?

On our standard printed design of the Sugi Card you can customize the embossed name. You can learn more about customization here. If you are interested in special prints and designs, please get in touch with us at bd@sugi.io to find out more and receive an individual offer.

Cryptocurrencies

How many cryptocurrencies does Sugi Card support?

At launch, Sugi Card and app can be used to store, send or receive Bitcoin (BTC) and Ethereum (ETH). Soon after launch selected ERC-20 tokens, Bitcoin Cash ABC (BCH), Litecoin (LTC) and Ripple (XRP) will be sequentially added. You will not need to do anything more than a regular app update to enjoy new currencies. We will notify you about all new releases. In the future, we plan to add more cryptocurrencies and even fiat, which will allow you to use Sugi as a standard payment card for in-store, on-the-go or online payments without the need to converting them first.

Will Sugi Card expand the list of supported cryptocurrencies in the future?

Yes, our plan for the future is that we will add more cryptocurrencies, even fiat which will allow you to use Sugi as standard payment card for in-store, on-the-go or online payments without the need to converting them first.

How will storage of cryptocurrencies be simplified due to use of Sugi?

Sugi combines the security of hardware wallets for cryptocurrencies with the usability of mobile wallets by combining the Sugi Card with the Sugi wallet. No clunky devices, no cables, no batteries and great durability.

Add or Restore Sugi Card and other Tech problems

What if I lose my Sugi Card (or it is stolen, damaged)?

Do not worry! All your funds are safe. However, in this case you will need to buy a new Sugi Card. If you are an existing user, please contact support@sugi.io and we will provide you with an individual discount code. Who else gives you that?

To learn more about how you can regain access to your Sugi account, please visit our Recovery page.

What if I lose my phone (or it gets stolen, damaged)?

Worry not! Install the Sugi mobile application on the new device. Log in with your account and Voila!, you will see your card is there.

To learn more about how you can regain access to your Sugi account, please visit our Recovery page.

How do I start using Sugi? Is the activation process complicated?

The activation process of Sugi Card is not complicated at all! For instructions on how to get set-up and pair your Sugi Card with Sugi wallet (app), you can visit our detailed explainer page Start using Sugi that has step-by-step guides and videos.

If the card is lost, do I have to pay Sugi (Sofitto company) for restoring it?

Restoring your card is free! However, you will need to buy a new physical card. If you are an existing user, please contact support@sugi.io and we will provide you with an individual discount code. Who else gives you that?

How can I get support? What if I have a different tech problem?

You can visit the Sugi support center to find answers to the most common problems. A lot of standard error messages have pre-defined problem descriptions that you can share with us through the app. If you still have problems, please contact us at support@sugi.io and a dedicated member of staff will try to help you. Please note that we are located in Europe and users from other time zones might take a bit longer to receive an answer from us.

Security

How are Sugi Cards protected from viruses and other malware?

Security is our top priority. Sugi is virus and malware-proof by design. Private data stored on the card is never exposed - it is secured within a secure element of the chip what is pin protected. All of the transactions are confirmed with PIN and tap of a Sugi card to your mobile phone. Also, use Sugi card only with supported mobile wallets, specified in the Wallets section on our website.

What are the security standard for Sugi Card?

Sugi Card is manufactured under highest security standards in the European Union under ISO/IEC 14443 and is delivered in a tamper proof envelope with a RFID blocking card that protects Sugi from skimming.

Is NFC safe? What happens if someone with a NFC reader wants to scan my card?

If someone with NFC reader tries to scan your card, the only thing he can see is your public key. So even this case they cannot access your funds.

Do I need to turn off Sugi Card?

No. The Sugi Card has no power of its own and does not need to be turned on or off.

What if I lose my card and also the recovery phrase?

It is extremely important to back-up and safely store your recovery phrase. If you lose your card, you can not restore your card without the recovery phrase. However, the recovery phrase is stored for 30 days after card personalization at the card factory. If you lost your card and the recovery phrase within this period – please contact customer support immediately. We will ask you some questions and after successful verification we will provide the instruction to the card factory to resend the recovery phrase. You will receive the recovery phrase by post.

Can I change the PIN?

If you have Android device you can change the PIN in your wallet application (Sugi wallet). If you are an iOS user you won't be able to change the PIN on your wallet application but you can change it on another device that has NFC writing functionality enabled on the device (e.g. an Android device with Sugi wallet installed). iOS devices, however, use biometric identification (fingerprint, FaceID) that can substitute the PIN input whenever you use Sugi Card with your iPhone. This makes your experience very personalized.

What protection measures does Sugi Card have? What is the durability?

The same as a standard credit card, i.e. water resistant, cold to -30 Celsius, hot to over 200 Celsius, some resistance to acidic an alkaline solutions and flex to about 15 degrees.

Have you tested protection of your cards? What about production?

Protection of our cards is continuously monitored with ongoing tests of production, as prescribed by ISO/IEC 14443 and other standards.

What is RFID blocking used for in Sugi Cards?

RFID stands for Radio Frequency Identification Devices. The RFID blocking card is an extra card, which protects Sugi from skimming during delivery. You can also put the RFID blocking card alongside all your other cards in your wallet and it will protect all your cards - not just the Sugi Card!

Can I put the RFID blocking card in my wallet with other cards?

Of course! You can also put the RFID blocking card alongside all your other cards in your wallet and it will protect all your cards - not just the Sugi Card.

Will magnets influence Sugi Card’s chips?

Yes, as many banking cards also Sugi Card can be subject to demagnetizing.

Corporate sales, Partnerships and Affiliate program

Do you sell white-label cards?

Yes we do! Contact us to discuss your requirements and to learn what else Sugi can do for you. Visit our Wallets section to see, who else is already using Sugi.

Do you have an affiliate program? How can I work with Sugi?

Yes we do! Contact us to discuss how we can work together. Or visit our Affiliates page to learn how you can become a marketing affiliate of Sugi Card.

How can we become partners?

We’d love to hear from you! Contact us to discuss your proposals or requirements and to learn what else Sugi can do for you.

Sugi (Sofitto NV)

Exclusive front of line access to new versions of Sugi for free + premium support

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