Question 1

What exactly is Neustral?

Accepted Answer

Neustral guides you step by step to obtain a Lithuanian IBAN. We are not replacing your bank — we simplify the administrative process, identity verification, and case tracking, all from a clear client dashboard.

Question 2

How long does it take to get my IBAN?

Accepted Answer

Usually between 24 and 48 hours once your file is complete and payment is confirmed. Timing mostly depends on document review — you can follow every step from your dashboard.

Question 3

Why is payment made in Bitcoin?

Accepted Answer

Bitcoin lets us confirm your payment quickly and transparently, without traditional banking delays. The euro amount is shown clearly; the BTC rate is locked for the duration of your payment attempt.

Question 4

Which documents should I prepare?

Accepted Answer

Have a valid ID (passport or national ID card), a recent proof of address, and a selfie for verification ready. If a document is blurry or expired, we will tell you plainly so you can resubmit.

Question 5

Is my personal data protected?

Accepted Answer

Yes. Your documents are encrypted, hosted in the European Union, and processed under GDPR. Only our authorized team reviews your file — never an unchecked automated process.

Question 6

What if my Bitcoin payment is incomplete?

Accepted Answer

If the amount received is below the displayed fee, your file stays on hold and we ask you to complete the difference. You will see the exact status in your client area — no surprises.

Question 7

Can I track my application progress?

Accepted Answer

Absolutely. Once logged in, your dashboard shows where your request stands: personal info, KYC review, payment, final validation. You also receive notifications for important updates.

Question 8

Is the service available outside the European Union?

Accepted Answer

Yes. Residents outside the European Union may apply, provided they submit an official identity document recognized by EU member states.

Question 9

How do I reach you if I get stuck?

Accepted Answer

Go to the Contact page and describe your issue in a few lines. Our team replies within 24–48 business hours. The more specific you are (step, error message), the faster we can help.

Question 10

Can I delete my account and data?

Accepted Answer

Yes. Contact us with your account email and we will process your deletion request under GDPR, subject to legal retention obligations related to fraud prevention and KYC records.

Frequently asked questions