What is the Higlobe Flex?

This FAQ is a plain-language summary of the Higlobe Flex Service Terms and Conditions ("Terms") to help customers understand how the Flex Service works. It does not replace the Terms. If anything here conflicts with the Terms, the Terms govern.

Higlobe Flex lets you transfer money to your Brazilian bank or spend on your card even if your balance is zero, up to your approved limit. It’s not a loan; it’s simply a short-term advance on your account that you repay within 30 days.

Am I eligible for the Higlobe Flex?

To qualify, you need to:

●      Have accepted the Higlobe Wallet Terms of Service;

●      Have held an active Higlobe Wallet in good standing for at least 3 consecutive months;

●      Have received regular deposits into your Wallet in each of those 3 months, so Higlobe can calculate your Average Monthly Deposits (AMD);

●      Have no existing Delinquent Account or unresolved negative balance; and

●      Meet Higlobe's KYC/AML and other compliance requirements.

Higlobe determines eligibility at its own discretion and may decline or revoke it at any time.

How can I start using Higlobe  Flex?

If you're eligible, the Higlobe Flex Service option appears automatically in the Higlobe app. You'll need to opt in and accept the Terms in the app to activate it. If you don't opt in, any transaction that would exceed your available Wallet balance is simply declined.

What is my Higlobe Flex Limit? 

Your Limit is the maximum negative balance Higlobe allows on your Wallet. It's set by Higlobe and disclosed to you before you activate the service. Higlobe reviews it at least once a month and will notify you in the app of any material change. 

Can I go beyond my Higlobe Flex limit?

You cannot initiate an off-ramp transaction that would push your balance past your current Flex Limit (the one exception would be the Delinquency Fee, see below).

What can I use the Higlobe Flex Service for?

You can use it in two scenarios: 

(1) transferring funds to a Brazilian bank account in your own name, in BRL. 

(2) purchases made with your Higlobe Visa debit card. It cannot be used for peer-to-peer transfers or to top up your Wallet.

Does Higlobe charge interest on my negative balance?

No. Higlobe does not charge periodic interest on a negative balance. Your only cost is the Flex Usage Fee as long as your balance is brought back to zero by the Replenishment Date.

How much do I have to pay to use Higlobe Flex?

You need to pay a 10.00 USD fee charged automatically every time a transaction takes your Wallet balance further negative. This applies to the transaction that first creates a negative balance and to every later transaction that deepens it, always within your Higlobe Flex Limit.

What is the Delinquency Fee?

If your negative balance is not fully replenished within 30 calendar days of the date it first went negative, Higlobe automatically charges a one-time USD 30.00 Delinquency Fee. This fee can be applied even if it takes your balance beyond your Flex Limit.

Can these fees change?

Yes. Higlobe can update the fee schedule at any time. Where required by law, you'll receive at least 30 days' written notice before a fee increase takes effect. Continuing to use the Flex Service after that notice period means you accept the revised fees.

How do I repay ("replenish") a negative balance?

You need to bring your Wallet balance to zero or above within 30 calendar days of the date it first went negative. You can do this by depositing funds from an external source, receiving a transfer from another Higlobe Wallet user, or any other funding method Higlobe supports. Incoming funds are applied automatically to your outstanding negative balance and fees first, before anything else becomes available to you.

What if I only pay part of what I owe?

A partial payment reduces your outstanding balance, but it will not stop the Delinquency Fee if your balance is still negative after the 30-day deadline.

What happens if I don't repay in time?

After 30 days of continuous negative balance, the USD 30.00 Delinquency Fee will be assessed, and your account will be considered a Delinquent Account. Higlobe may then restrict or suspend your Wallet, including off-ramp transactions; and refer your outstanding balance to debt collection. 

Higlobe may also report the delinquency to credit bureaus or relevant financial authorities, which may include credit bureaus in your country of residence, and ChexSystems in the US for users who were issued US checking account details to receive payments; and take other lawful steps to recover the amount owed.

Higlobe will try to reach you through the app and your registered email before starting collection proceedings.

Can Higlobe change my access to the Higlobe Flex Service?

Yes. At its discretion and without prior notice, Higlobe can:

• reduce your Flex Limit if your deposit activity or AMD declines, 
• suspend the Flex Service while you carry a negative balance, 
• or restrict outgoing transactions while your account is delinquent.

Can I cancel the Higlobe Flex Service?

Yes, at any time through the app — as long as you don't have an outstanding negative balance. If you do, you'll need to bring it to zero or above before the service can be deactivated.

What happens to what I owe if the service ends?

Any outstanding negative balance and fees remains due by the same due date on file prior to the Flex service cancellation. Ending the Flex Service doesn't affect your rights or obligations under the general Higlobe Wallet Terms of Service.

Other Important Information

My Wallet is in USD, what happens when I transfer to a Brazilian bank account?

Your Wallet is denominated in USD (via stablecoin). Off-ramp transfers to a Brazilian bank account are converted to BRL at the exchange rate Higlobe or its payment partners apply at the time of the transaction. Higlobe doesn't guarantee a particular rate, and exchange-rate movements can affect the real cost of using the Flex Service. Higlobe is not liable for losses arising from currency conversion or exchange-rate movements.

Where can I get help or ask a question?

Please send us an email at support@higlobe.com, we’re here to help.

This FAQ is provided for general information only and is not a substitute for the Flex Service Terms and Conditions or the Higlobe Wallet Terms of Ser 

If you need any further assistance, our Support team is available during business hours from 9:00 AM to 6:00 PM, Monday to Friday via Live Chat or by email at support@higlobe.com.