Alipay (Europe) Limited S.A.

Alipay (Europe) Limited S.A. is registered with the Luxembourg trade and companies register (Registre de commerce et des sociétés, Luxembourg) under number B188095. Its registered office is at 11-13, Boulevard de la Foire, L – 1528, Luxembourg. Alipay (Europe) Limited S.A. is authorised by the Luxembourg Commission de Surveillance du Secteur Financier for the issuing of electronic money and the provision of payment services (firm reference number W00000009).

Alipay (UK) Limited

Alipay (UK) Limited (firm reference number 771845) is authorised as a payment institution by the Financial Conduct Authority under the Payment Services Regulations 2017 for the provision of payment services.

Alipay US, Inc.

Alipay US, Inc. Licenses

NMLS Consumer Access, a free service for consumers to confirm that the financial-services company with whom they wish to conduct business with is an Authorized Licensed Money Transmitter in your state.

Additional Required Information and Notices by State

Alaska

(Alipay US, Inc. / License # 10103)

For Alaska Residents Only:

If your issue is unresolved by Alipay US, Inc. (Tel: 1-800-981-3590), please submit formal complaints with the State of Alaska, Division of Banking & Securities.

Formal complaints must be in writing, please download the form here:

https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated%202.25.21.pdf

Formal complaint forms may be submitted via:

1. Fax: 907‐465‐1230

2. Email: dbsc@alaska.gov

3. Mail: Division of Banking & Securities PO Box 110807 Juneau, AK 99811‐0807

If you have questions regarding formal complaints, please call 907‐269‐8140

Arizona

(Alipay US, Inc. / License # 1005725)

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). 

If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may complete an Online Complaint Form as stated on the File a Complaint against a Financial Institution or Enterprise page 

AZ e‐Licensing Portal for filing a complaint

AZDFI Consumer Complaint Portal: https://elicense.az.gov/ARDC_FileComplaint

Arkansas

(Alipay US, Inc. / License # 107677)

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file the completed complaint form by e‐mailing to ASDInfo@securities.arkansas.govor by mailing at:

1 COMMERCE WAY, SUITE 402

LITTLE ROCK, ARKANSAS 72202

TELEPHONE: (501) 324‐9260

FACSIMILE: (501) 324‐9268

For additional information please refer to the How To File A Complaint page for the Arkansas Security Department. 

Important Notice from AR Securities Department about Consumer Complaint

http://www.securities.arkansas.gov/!userfiles/Complaint%20Important%20Notice%20May%202020(2).pdf

[…Initial complaints should be made in writing directly to the entity or individual with whom you have experienced the problem. It is a good idea to indicate on your complaint letter that you are sending a copy to the Arkansas Securities Department. If your problem is not resolved timely by the entity or individual, you are encouraged to complete a Complaint Form and send it to the Department….]

California

(Alipay US, Inc. / License # 2604)

Department of Financial Protection and Innovation

If you have complaints with respect to any aspect of the money transmission activities conducted at this

location, you may file a complaint online at https://docqnet.dfpi.ca.gov/complaint/

If you have questions or need assistance filling out this form, please call the Department of Financial Protection and Innovation’s Consumer Services Office toll-free at 1-866-275-2677

To submit a complaint by mail, download, print, and fill out any the appropriate forms at

https://dfpi.ca.gov/file-a-complaint/ and mail to: 

Department of Financial Protection and Innovation

Attn: Consumer Services

2101 Arena Boulevard

Sacramento, CA 95834

The Department of Financial Protection and Innovation will contact you shortly after receipt of this form.

CA e-Licensing Portal for filing a complaint

CADFPI Consumer Complaint Portal:

https://dfpi.ca.gov/file-a-complaint/ 

Colorado

(Alipay US, Inc. / License #: 500241)

Colorado Division of Banking

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com).

If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Colorado Division of Banking. All consumer complaints filed with the Colorado Division of Banking must be submitted in writing.

The Complaint Process

All consumer complaints filed with the Colorado Division of Banking must be submitted in writing. All consumer complaints filed with the Division must be submitted in writing. You will not fill out the form online. Instead, you must download the file to your own device and edit that version. When completing the form, please provide detailed information and fill it out completely.

Complaint Form (Word)

Complaint Form (PDF)

Send the complaint and supporting documentation by regular mail, facsimile, or electronic mail (e‐mail)

to the Colorado Division of Banking. NOTE: If filing electronically, scan and/or save the completed

complaint form with related attachments to a PDF file, a Word doc, or Zip file, and attach to your E‐mail.

Colorado Division of Banking

1560 Broadway, Suite 975, Denver, CO 80202

Phone: 303‐894‐7575

Fax: 303‐894‐7570

E‐mail: DORA_BankingWebsite@state.co.us

Customer Notice (MO7) https://drive.google.com/file/d/1JvjFKSxYmKZEBTzba9zppEKkV5Bc3BOU/view

Name of hyperlink for google drive on licensee’s website: MO7 Customer Notice - COLORADO MONEY TRANSMITTERS ACT

CO e-Licensing Portal for filing a complaint

CO Department of Banking Consumer Complaint Portal: https://banking.colorado.gov/consumers/file-a-complaint

District of Columbia

(Alipay US, Inc. / License #: MTR1277102)

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Department at:

District of Columbia Department of Insurance, Securities and Banking

1050 First St., NE, Suite 801

Washington, DC 20002

Phone: (202) 727‐8000

Fax: (202) 354‐1085

E‐mail: disbcomplaints@dc.gov

Consumer Complaint Form Mail‐in Version

Florida

(Alipay US, Inc. / License #: FT230000227)

Florida Office of Financial Regulation

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Florida Office of Financial Regulation at:

Online:https://www.flofr.com/sitepages/FileAComplaint.htm. In order to file your complaint, you will

need to register electronically through Online Services. A valid email address is required.

NOTE:Consumers are encouraged to file their complaints online. If you are unable to file online, please

download and mail a completed paper form. Under Florida law, e‐mail addresses are public records. If you do not want your e‐mail address released in response to a public records request, do not send electronic mail to the Office. Instead, contact this office by phone or in writing. Communications with this office, regardless of the form or means of transmission, are subject to disclosure under Florida's public records law.

Download Consumer Complaint Form

Download Consumer Collection Agency Complaint Form

Florida Office of Financial Regulation ‐ Consumer Finance

200 E. Gaines Street, Tallahassee, FL 32399‐0376

850‐487‐9687

FL e-Licensing Portal for filing a complaint

FL Office of Financial Regulation Complaint Portal: https://flofr.gov/sitePages/FileAComplaint.htm 

Georgia

(Alipay US, Inc. / License #: 45853)

Licensed by The Georgia Department of Banking and Finance. (License# 45853 / NMLS# 1277102).

The Georgia Department of Banking and Finance ‐ Consumer Resources: File a Complaint. We do not

intervene in disputes between consumers and financial service providers, but we do use complaint

information in the regulatory process. To file a complaint with the regulators, you may securely do so

with the Consumer Financial Protection Bureau, an agency of the federal government, at

http://www.consumerfinance.gov/complaint/ (links off‐site) or by telephone at (855) 411‐2372.

Money Transmission and Sale of Payment Instruments

Guam

(Alipay US, Inc. / License #: 03-201800171-001)

Guam Department of Revenue & Taxation

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Guam Department of Revenue & Taxation at:

Online:https://www.guamtax.com/app/contactus.do

Telephone number: 671‐635‐1835

Hawaii

(Alipay US, Inc. / License #: HIMT103)

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Division of Financial Institutions. Complaints can be mailed, delivered or emailed to:

If by mail, use form DFI Form CC which is preferred but not required.

Complaints can be mailed, delivered, or emailed to:

If by mail:

Division of Financial Institutions

Department of Commerce and Consumer Affairs

P.O. Box 2054

Honolulu, HI 96805

If by courier:

Division of Financial Institutions

Department of Commerce and Consumer Affairs

335 Merchant Street, Room 221

Honolulu, HI 96813

If by email:

dfi@dcca.hawaii.gov

DFI will submit your complaint to the institution, requesting a response back to you within two to three

weeks, along with a copy to DFI. DFI Complaint Form (DFI Form CC)

Fax: (808) 586‐2818

HI e-Licensing Portal for filing a complaint

HI Department of Commerce and Consumer Affairs Complaint Portal: https://cca.hawaii.gov/dfi/file-a-complaint/

Kansas

(Alipay US, Inc. / License #: MT.0000095)

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Office of the State Bank Commissioner.

1) Complete consumer assistance PDF form

English: https://www.osbckansas.org/wp-content/uploads/complaintform.pdf

Spanish: https://www.osbckansas.org/wp-content/uploads/spanish_complaintform.pdf

2) Mail or fax the completed consumer assistance form and attachments to:

Kansas Office of the State Bank Commissioner

Attn: Consumer Affairs Department

700 SW Jackson St, Suite 300

Topeka, KS 66603

Fax: (785) 296‐6037

Email:complaints@osbckansas.org

If submitting electronically, submit your complaint here:

https://www.osbckansas.org/consumers/file-a-complaint/

KS e-Licensing Portal for filing a complaint

KS State Bank Commissioner of Kansas Complaint Portal: https://www.osbckansas.org/consumers/file-a-complaint/

Illinois

(Alipay US, Inc. / License #: MT-0000286)

Illinois Division of Banking

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Illinois Division of Banking at:

Illinois Department of Financial and Professional Regulation

Online:https://www.idfpr.com/DFI/DFIComplaintForm.asp

Division of Financial Institutions Fill In and Print Complaint Form for Currency Exchange and Title Insurance

https://www.idfpr.com/admin/DFI/F1717DFICHI.pdf

IL e-Licensing Portal for filing a complaint

IL Department of Financial and Professional Regulation Complaint Portal: https://www.idfpr.com/admin/DFI/DFIcomplaint.asp

Indiana

(Alipay US, Inc. / License #: 28267)

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding [Name of Licensee] money transmission activity, you may file a complaint form and emailing it to the IDFI at DFIcomplaints@dfi.in.gov or by mailing it to:

Department of Financial Institutions

30 South Meridian Street, Suite 300

Indianapolis, IN 46204

License look-up

Complaint Form

IN e-Licensing Portal for filing a complaint

IN Department of Financial Institutions Complaint Portal: https://www.in.gov/dfi/file-a-complaint/where-do-i-file-my-complaint/

Louisiana

(Alipay US, Inc. / License #: 1277102)

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Office of Financial Institutions.

All complaints must be submitted in writing. To file a complaint, please complete the complaint form and send to OFI by mail, email, or fax.

If submitting by fax (facsimile):

Please submit via facsimile/fax to (225) 925-4524

If submitting via email:

Please email to complaints@ofi.la.gov

Please note that content in email sent to OFI is not encrypted and can be intercepted and read. To ensure better confidentiality, please fax or mail the complaint information via United States Postal Service.

If submitting via mail:

Office of Financial Institutions

Post Office Box 94095

Baton Rouge, LA 70804-9095

Phone numbers: (225) 925-4660; (888) 525-9414

LA e-Licensing Portal for filing a complaint

LA Office of Financial Institutions Complaint Portal: http://www.ofi.state.la.us/

Maryland

(Alipay US, Inc. / License #: 1277102)

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Maryland Department of Labor. 

The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding (Alipay US, Inc. / License #: 1277102 and NMLS ID No.: 1277102) by contacting the Commissioner's office at:   

500 North Calvert Street, Suite 402

Baltimore, Maryland 21202

or (888) 784-0136

Additional information about Coinbase, Inc. may be obtained at

www.nmlsconsumeraccess.org.

MD e-Licensing Portal for filing a complaint

MD Department of Labor Complaint Portal: https://www.dllr.state.md.us/finance/consumers/comphow.shtml

Massachusetts

(Alipay US, Inc. / License #: FT1277102)

If you have experienced any problems or difficulties with your transaction(s), please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com).  If they are unable to assist you, or you would like to file a consumer complaint against the licensee, please contact the Massachusetts Division of Banks Consumer Assistance Unit at 617-956 1500 ext. 501, or visit the Division of Banks website at https://www.mass.gov/how-to/file-a-complaint-with-the-division-of-banks

209 CMR 45.00: Licensing and regulation of money services businesses - 45.15: License disclosure

MA e-Licensing Portal for filing a complaint (45.08:)

MA Government Website: https://www.mass.gov/regulations/209-CMR-4500-licensing-and-regulation-of-money-services-businesses

Minnesota

(Alipay US, Inc. / License #: MN-MT-1277102)

To make a complaint, please make a call contacting the following:

Minnesota Department of Commerce

85 8th Place East, Suite 208

Saint Paul, MN 55101

(Local) 651-539-1500

(Complaints) 651-539-1600

MN e-Licensing Portal for filing a complaint:

MN Department of Commerce’s complaint page: https://mn.gov/commerce/industries/financial-institutions/money-transmission/

Mississippi

(Alipay US, Inc. / License #: MT/002715/2015)

The Mississippi Department of Banking & Consumer Finance recommends that you attempt to resolve

your complaint with the financial institution first by contacting Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com) to allow the opportunity to resolve the issue(s). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file you complain online at https://dbcf.ms.gov/complaint‐form/.

MS e-Licensing Portal for filing a complaint:

MS Banking & Consumer Finance complaint page: https://dbcf.ms.gov/complaint-form/

New York

(Alipay US, Inc. / License #: MT 104443)

New York Department of Financial Services

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email:consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you can direct your complaint to the New York State Department of Financial Services at:

Online:https://www.dfs.ny.gov/complaint

DFS consumer complaints email: consumers@dfs.ny.gov

Toll Free: 800‐342‐3736

Fax: 212‐480‐6282

Paper complaint forms can be mailed to the Department of Financial Services, Consumer Assistance Unit, 1 State Street, New York, NY 10004 or to the Department of Financial Services, Consumer Assistance Unit, 1 Commerce Plaza, Albany, NY 12257.

NY e-Licensing Portal for filing a complaint:

New York Department of Financial Services complaint page: https://www.dfs.ny.gov/complaint

NY Official Compilation of Codes, Rules and Regulations ‐406.3 Conduct of business.

(a) Every licensee engaged in money transmission, … shall post … indicating the following:

(1) the name and principal address of the licensee, the type of transmission activity the licensee is

authorized to engage in, and a telephone number established by the licensee to answer questions and

register complaints; and

(2) that the licensee is licensed and regulated by the New York State Department of Financial Services and that unresolved consumer complaints may be mailed to the New York State Department of Financial

Services, Consumer Services Division, as set forth in section 1.1 of Supervisory Policy G 1 of this Title.

(b) Every licensee engaged in money transmission in this State, … shall affix a notice … where the public is admitted, and money transmission activities are carried out indicating the following information:

(1) the name of the licensee; and

(2) the statement that the licensee is “Licensed as a Money Transmitter by the New York State Department of Financial Services.”

Texas

(Alipay US, Inc. / License #: 3159)

Texas Department of Banking

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, please

direct your complaint to:

Texas Department of Banking

Non‐Depository Supervision Division

2601 N. Lamar Blvd.

Austin, Texas 78705‐4294

Toll Free: (877) 276‐5554

E‐Mail: msb@dob.texas.gov

Fax #: (512) 475-1288

TX e-Licensing Portal for filing a complaint:

Texas Department of Banking complaint page: https://www.dob.texas.gov/money-services-businesses/how-file-complaint

Washington

(Alipay US, Inc. / License #: 550-MT-95439)

Washington Division of Consumer Services

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding Alipay US, Inc. money transmission activity, you may file it by contacting the Washington Department of Financial Institutions at:

If filing online:

File a complaint by filling out our online complaint form.

If filing via mail:

Fill out this form and mail to the following:

Department of Financial Institutions

Division of Consumer Services

P.O. Box 41200

Olympia, Washington 98504‐1200

If filing via fax:

Fill out this form and fax to the following:

FAX (360) 596-3868

To contact the Washington Department of Financial Institutions:

Phone: (360) 902-8703

Toll-free: 1-877-RING DFI (1-877-746-4334)

Email:CSEnforceComplaints@dfi.wa.gov 

WA e-Licensing Portal for filing a complaint:

Washington Department of Financial Institutions Complaint Portal: https://dfi.wa.gov/consumers/money-services-complaint

Wisconsin

(Alipay US, Inc.)

If you have a complaint, please contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding [Name of Licensee] money transmission activity, you may file it by contacting the Wisconsin Department of Financial Institutions online.

WI e-Licensing Portal for filing a complaint:

Wisconsin Department of Financial Institutions Complaint Portal: https://www.wdfi.org/contact_us/ComplaintDefault.htm

Other Important Website Disclosures – Additional Consumer Privacy Notice

California Residents

California Consumer Privacy Act (CCPA) https://oag.ca.gov/privacy/ccpa ‐ Effective January 1, 2020, the

California Consumer Act of 2018 gives consumers more control over the personal information that

businesses collect about them.

These provisions do not apply to personal data collected, processed, shared, or disclosed by financial

institutions pursuant to federal law such as the Gramm‐Leach‐Bliley Act. Contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com) if you have questions about our privacy statement, this consumer notice, or your personal data.

If your account has a California mailing address, we will not share personal information we collect about

you except to the extent permitted under California law.

Nevada Consumers

If your account has a Nevada mailing address, we are providing this notice pursuant to Nevada law. If you prefer not to receive marketing calls from Alipay US-Nevada, Inc. and wish to be added to Do Not Call List, please contact  Alipay US-Nevada, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have further questions and need additional information, you can contact the Bureau of Consumer Protection, Office of the Nevada Attorney General at:

Grant Sawyer Building, 555 E. Washington Avenue, Suite 3900, Las Vegas, NV 89101

Telephone: 702‐486‐3420

Fax: 702‐486‐3768

Attorney General’s Bureau of Consumer Protection Hotline: 702‐486‐3132

email:Aginfo@ag.nv.gov

North Dakota Residents

If your account has a North Dakota mailing address, we will not share personal information we collect

about you with non‐affiliates unless the law allows, or you provide authorization. Written authorizations

from North consumers may be delivered to us at the email or mailing address below and must contain

your name, address, signature and your consent. You may revoke your consent at any time by calling us

at 1-800-981-3590 (Toll‐Free Number), or by writing or emailing us at the addresses below

Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com).

Texas Consumers

If you have a complaint, first contact Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com). If you still have an unresolved complaint regarding the company’s money transmission or currency exchange activity, please direct your complaint to Texas Department of Banking, 2601 N. Lamar Blvd., Austin, Texas 78705

Telephone: 512‐475‐1300

Toll Free: 877‐276‐5554

Fax: 512‐475‐1313

Vermont Residents

If your account has a Vermont mailing address, we will not share personal information we collect about

you with non‐affiliates unless the law allows, or you provide authorization. Written authorizations from

Vermont consumers may be delivered to us at the email or mailing address below and must contain your name, address, signature and your consent. You may revoke your consent at any time by calling us at 1-800-981-3590 (Toll‐Free Number), or by writing or emailing us at the addresses below

Alipay US, Inc. (Tel: 1-800-981-3590 / Email: consumerassistance@service.alipay.com).