Frequently Asked Questions
Answers to help you find what you're looking for.
What is OlaTL?
OlaTL is a digital wallet application that allows tourists visiting Türkiye to easily top up money from their bank accounts to make payments.
How do I become an OlaTL user?
You can easily create an OlaTL account with a monthly limit of ₺2,750 with your phone number. If you want to increase your limit to ₺5,000,000 monthly, you must verify your account with a passport photo and selfie.
What services are available in the OlaTL app?
You can top up money from your Russian bank account to your OlaTL wallet, make payments and withdraw cash. You can also transfer money to Turkish banks, other OlaTL users, or your Russian bank account linked via SBP.
Why does OlaTL require my credentials?
Credentials are used to verify your account and ensure transactions are made by you. This data is stored securely in Türkiye in accordance with legal regulations.
Is my personal data secure with OlaTL?
OlaTL uses encryption to protect data and requires facial recognition, ID, and passport checks to prevent unauthorized access.
Is my money protected in OlaTL?
OlaTL is monitored by the Central Bank of Türkiye and the Financial Crimes Investigation Board, with 100% cash reserves protecting user balances at the Central Bank.
Can I close my OlaTL account?
Yes. Go to Profile > Settings > Delete Account. Only your credentials are deleted, and you can reactivate by using “Forgot My Password.”
How can I permanently close my OlaTL account?
Due to e-money rules in Türkiye, the account cannot be permanently deleted, but you can close the account and delete credentials.
What should I do if I forget my OlaTL account password?
Click “Forgot My Password” on the login screen and enter the verification code sent to your phone to create a new password.
How can I update my OlaTL account password?
Go to Profile > Settings > Change Password in the app.
Why are alphabetic characters not allowed when creating a password?
For security, the app login password must be a 6-digit numeric code.
How can I edit my personal information in the OlaTL app?
Go to Menu > Personal Data > Edit to update your information.
How can I change the phone number connected to my OlaTL account?
Call OlaTL or E-mail to support to update the phone number.
Which exchange rate is used by OlaTL?
Before topping up, the app displays the exchange rate and top-up fee.
Can I top up my wallet with Turkish Lira, Euro, and Dollar?
The wallet is available only in Turkish Lira, funded by converting from a Russian Ruble account via SBP.
Is it possible to withdraw money in Dollar or Euro?
All transactions in OlaTL are in Turkish Lira.
Which currencies are supported for transactions?
All transactions are carried out in Turkish Lira.
Can I use OlaTL for international transactions?
No, payments with OlaTL can only be used in Türkiye.
How can I top up my OlaTL account using a credit card?
Currently, you can only top up via your Russian bank account.
Can I send money to my Russian bank account without verification?
No. To send to a Russian bank account, you must be a verified user.
Can OlaTL be used for online shopping?
Yes, with an OlaTL card at Turkish online stores that accept Troy cards.
Are transactions available 24/7?
Yes, all transactions are available 24/7.
Are there commissions for transfers to Turkish bank accounts?
Yes, a commission is charged for transfers; see Fees & Limits page for details.
Are ATM cash withdrawals subject to commission?
Yes, ATM withdrawals have a fee; see Fees & Limits page for details.
Which transactions are available via QR code?
You can pay via POS and withdraw cash from ATMs using QR code.
Can I receive payments using QR code?
No, QR code cannot be used to receive payments.
Is there a minimum amount for QR code transactions?
No minimum amount for QR payments; for cash withdrawals, you can withdraw the lowest banknote amount available.
Is there a maximum limit for QR code payments?
No, you can transact up to your available OlaTL balance.
Can QR code payments be made at all merchants in Türkiye?
Yes, at merchants that accept QR code payment.
Can I deposit money at ATMs using QR code?
This function is not indicated as available.
Is an internet connection required for QR code transactions?
Yes, internet is required for QR code and app transactions.
Which Turkish bank terminal should be selected for QR code payments?
Any Turkish bank works; the cashier can choose any bank.
Where can QR code payments be used?
Most offline stores and services where any POS device is available.
How do refunds work for returned products?
Go back to the store with the card slip and request a refund.
What is the transfer limit from my OlaTL account to my Russian bank account?
You can transfer up to the monthly limit defined in your account. Limits depend on your verification level.
How long does it take to top up from a Russian bank account?
Transfers made via SBP are usually completed instantly or within a few minutes.
How can I add money from my Russian bank account to OlaTL?
You can top up your OlaTL wallet by transferring money from your Russian bank account via SBP using the details shown in the app.
How can I transfer money from OlaTL to my Russian bank account?
You can initiate a transfer from your OlaTL wallet to your Russian bank account via the app by selecting SBP transfer.
What is the maximum amount transferable from OlaTL to a Russian bank account?
The maximum transferable amount is subject to your monthly account limits.
Are there fees for wallet-to-bank transfers?
Yes, a commission fee applies to wallet-to-bank transfers. Current fees are shown before confirmation in the app.
What should I do if a bank transfer does not arrive?
You should contact OlaTL support through the in-app help section or customer service channels.
Can I transfer money to any Russian bank account?
Yes, transfers can be made to Russian bank accounts supported by the SBP system.
Can I send money to another OlaTL wallet user?
Yes, you can transfer money instantly to another OlaTL user.
What is the transfer limit between OlaTL wallet users?
Wallet-to-wallet transfer limits depend on your account limits and verification status.
Are there commissions for OlaTL wallet-to-wallet transfers?
No, wallet-to-wallet transfers are free of charge.
How long does a transfer to a Russian bank account take?
Transfers via SBP are usually completed instantly or within a short time.
Can I top up my OlaTL wallet without a Russian bank app?
No, a Russian bank account with SBP access is required for top-up transactions.
How can I transfer money to Turkish bank accounts?
You can transfer money to Turkish banks by entering IBAN details in the app.
What are the limits and fees for transfers to banks in Türkiye?
Limits and fees vary by transaction type and are displayed in the app before confirmation.
Why hasn’t my transfer to a Turkish bank arrived?
Delays may occur due to banking processes; if the issue continues, contact OlaTL support.
How can I view my account activity?
You can see all transactions in the Transaction History section of the app.
How can I cancel a money transfer request?
If the transfer has not been completed yet, you may cancel it from the transaction details screen.
What should I do if an ATM does not dispense cash but deducts balance?
You should report the issue to OlaTL support with the ATM details and transaction time.
What can I do if my passport cannot be verified during the scanning step?
Make sure the photo is clear and well-lit; if the issue persists, contact support.
Is OlaTL a payment system or an intermediary service?
OlaTL is an electronic money and payment service provider operating under Turkish regulations.
Will a web version of OlaTL be available in the future?
Currently, OlaTL services are provided only through the mobile application.
Can I top up if I registered with a Turkish phone number?
Yes, users registered with a Turkish phone number can use OlaTL services.
Is OlaTL available on Huawei devices?
Yes, OlaTL is available for Huawei devices via supported app stores.
How can I request a physical OlaTL card?
You can apply for a physical card directly from the Cards section in the OlaTL app.
How long does delivery of the card take?
Card delivery is completed within approximately 7–10 business days.
How is the OlaTL card delivered?
The card is delivered to your address via courier service.
Is card delivery free?
Yes, card delivery is free of charge.
Is there a fee to activate the OlaTL card?
No, there is no activation fee for the physical OlaTL card.
How many OlaTL cards can I apply for?
Each user can apply for only one physical OlaTL card.
How do I activate my OlaTL card?
You can activate your card through the app by entering the required card details.
What steps are required to start using the OlaTL card?
After activating the card in the app and setting a PIN, you can start using it immediately.
Where can the OlaTL card be used?
The OlaTL card can be used at all merchants in Türkiye that accept Troy triggering card payments.
What is the spending limit of the OlaTL card?
Spending limits depend on your account verification level and are shown in the app.
Can my name be printed on the physical OlaTL card?
No, personalized name printing is not available on physical cards.
Does the OlaTL card support contactless payments?
Yes, the OlaTL card supports contactless payments.
What is the contactless payment limit?
The contactless payment limit is defined by Turkish regulations and bank rules.
Why is a PIN required for contactless payments?
For security reasons, the system may require a PIN after consecutive contactless transactions.
How can I disable contactless payments on my card?
You can disable contactless payments from the card settings section in the app.
Can I withdraw cash from ATMs using my card?
Yes, you can withdraw cash from ATMs in Türkiye using your OlaTL card.
Can I top up my OlaTL card via ATMs?
No, topping up the card directly via ATMs is not supported.
Can I use my card at ATMs without linking it?
No, the card must be linked to your OlaTL wallet to be used at ATMs.
What are the expiry dates of OlaTL cards?
The expiry date is printed on the front of the physical card.
What should I do when my card expires?
You can apply for a new card through the app when your card expires.
Can I temporarily block my card?
Yes, you can temporarily block your card from the app at any time.
How can I block or unblock my card?
You can block or unblock your card using the card management section in the app.
How can I delete my card?
You can permanently delete your card from the card settings menu in the app.
Are 3D secure transactions supported?
Yes, 3D Secure is supported for online card transactions.
What is the CVV security code?
The CVV is a three-digit security code located on the back of your card.
How can I unblock my card CVV or password?
You can reset or unblock CVV and card passwords through the app settings.
How can I disable my card for online payments?
Online payments can be disabled from the card settings in the app.
What is my card PIN and how can I change it?
Your card PIN is set during activation and can be changed anytime in the app.
What should I do if I forget my card PIN?
You can reset your card PIN through the app.
Can I make payments without sufficient balance?
No, transactions require sufficient balance in your OlaTL wallet.
Can I make payments without a physical card?
Yes, you can pay using QR code or virtual card features without the physical card.
Is it possible to gift an OlaTL card?
No, gifting cards to another user is not supported.
Can I transfer money to other OlaTL cards?
Yes, you can transfer money between OlaTL users’ wallets.
Can I pay invoices using my card?
Yes, invoices can be paid using the OlaTL card where card payment is accepted.
Can I initiate a chargeback for a transaction?
Yes, chargeback requests can be initiated through customer support.
How can I continue using my card after changing my phone number?
You should contact OlaTL customer support to update your phone number.
How can I access my account statement?
Your account statement is available in the transaction history section of the app.
Where can I see details of my card transactions?
Detailed card transactions are displayed in the card activity section of the app.
Who issues the OlaTL card?
The OlaTL card is issued by a licensed electronic money institution operating in Türkiye.
Who should I contact if my card is lost or stolen?
You should immediately contact OlaTL customer support to block the card.