FAQs

Home Pixel is a product of FPT AdTrue – a subsidiary of FPT Corporation, one of Vietnam's leading technology groups, so you can be completely assured of its reputation and service quality. Here are the reasons to trust us:

- Reputation of FPT AdTrue: Home Pixel is developed by a technology company under FPT Corporation, ensuring operations according to leading professional standards.
- Secure transactions with TP Bank: All transactions are conducted through TP Bank – a reputable partner of Home Pixel, helping to protect your capital and ensure payments are processed securely.
- Multi-layer security: Home Pixel's system uses advanced encryption technology and multi-layered security, ensuring that all your transactions and personal information are always absolutely protected.
- 24/7 Customer Support: Our team of experts is always ready to support and advise you, helping you track, manage, and process transactions transparently and efficiently.

When you pay through Home Pixel, you will have the opportunity to receive attractive offers. Specifically:

- Depending on the period, Home Pixel will have special discount programs for transactions through its system.
- In addition to peace of mind during transactions, the secure and fast payment process will help optimize your investment returns.
- For Premium customers, not only are there exclusive payment offers, but they also receive in-depth financial management and consulting support from our team of experts.

Personal account information on Home Pixel includes:

- Name & Avatar: Your name will be displayed along with your avatar, taken from the initial registration email.
- Personal Information & KYC: After logging in, you will need to complete the KYC process by providing your phone number and necessary personal information, which helps verify your identity and ensure transaction security.
- Account Security: To protect your account and funds, Home Pixel applies 2-layer security by activating 2FA (Two-Factor Authentication) and requiring the creation of a 6-digit security PIN.

Using Home Pixel is completely FREE for users. We are committed to providing a transparent investment experience and optimizing profits, applying only a few very small transaction fees:

- Platform Fee: Only 0.03% per withdrawal.
- Early Liquidation Fee:
+ 1% for guaranteed profit packages.
+ 3% for profit-sharing and Premium packages.

Apart from the above fees, Home Pixel does not charge any other hidden fees. This gives you complete peace of mind when investing and using our services, with a commitment to optimizing benefits and transparency in every transaction.

To ensure your issue is resolved quickly and accurately, Home Pixel has established a detailed complaint process as follows:

Step 1: Submit a complaint:
You can send feedback or complaints through various channels such as Email, Customer Support hotline, or directly via the link: https://invest.homepixel.net/support on Home Pixel. Please provide complete relevant information so we can understand the issue clearly.

Step 2: Confirmation of receipt:
Immediately after receiving your complaint, our system will send a confirmation email so you can track the processing progress.

Step 3: Investigation and handling:
The Customer Support department will quickly review, investigate the cause, and coordinate with relevant departments to provide a solution. We are committed to handling all complaints transparently and objectively.

Step 4: Contact and feedback:
Within 24-48 working hours, a Customer Support specialist will contact you to inform you of the results and next steps. If necessary, you will receive direct support to answer any questions.

Step 5: Monitoring and evaluation:
After the issue is resolved, we will follow up to ensure you are completely satisfied with the outcome. Your feedback will help Home Pixel continuously improve its services.

Account information, including phone number and email, after completing the KYC process will be displayed in the Account Information section and locked by the system to ensure maximum security for your personal data.

If you need to change your phone number or any other personal information, please contact Home Pixel's consulting team directly. We will guide you to provide all the necessary information for verification and proceed with the changes safely and accurately.

You can absolutely log in to the same Home Pixel account on multiple devices – from phones and tablets to personal computers – making it easy for you to track and manage your investments anytime, anywhere. At the same time, Home Pixel also allows you to log in to multiple accounts on the same device, providing maximum flexibility if you need to switch between accounts.

To ensure the security of your personal information and transactions, we recommend that when using shared or public devices, you log out of your account after use and comply with the security measures provided by Home Pixel. With these features, you can confidently manage your investments conveniently and securely.

Home Pixel's OTP code is a 6-digit number used to verify your account information and set up a security PIN for you. When you click the "Send OTP Code" button, the system will automatically send this code to the email address you registered. You will usually receive the code within 60 seconds.

If you do not receive the OTP code after 60 seconds, please follow these steps:
- Check your Spam folder: Sometimes, due to email filtering systems, the OTP code may be moved to your junk mail. Please check these folders in your email carefully.
- Confirm registration information: Double-check the email address you registered for your Home Pixel account to ensure there are no errors.
- Stable Internet connection: Make sure your device is connected to a stable internet network to receive emails promptly.
- Request to resend OTP code: If you have clicked the "Send OTP Code" button multiple times and still have not received it, there may be a temporary issue with the email sending system or your email may be temporarily blocked by your service provider.

If you have followed all the steps above and still have not received the OTP code, please contact Home Pixel's consulting team. We are always ready to assist you via the hotline or through the Home Pixel system to resolve the issue quickly and safely.

Your Home Pixel account is directly linked to your Gmail account. Therefore, if you want to change your password, please follow these steps:

- Step 1: Access Google Account and log in to the Gmail account you used to register for Home Pixel.
- Step 2: Go to the Security section → select Change password.
- Step 3: Enter your new password and confirm the change.

After changing your Gmail password, the next time you log in to Home Pixel, you will need to use your new Gmail password to access it. If you encounter any difficulties, please contact Home Pixel's support team for guidance!

To protect your account and transactions, select the square icon in the top right corner of the screen and go to the Security section, then follow these steps to activate 2-layer security:

- Step 1: Download the Google Authenticator app: Search for and download the Google Authenticator app from Google Play or the App Store on your mobile device.
- Step 2: Scan Home Pixel's QR code:
+ Open the Google Authenticator app and use the QR code scanning function to scan Home Pixel's authentication code.
+ The QR code will be provided in the security settings section on your Home Pixel account's Dashboard.
- Step 3: Enter the authentication code (6 digits):
+ After scanning the QR code, Google Authenticator will display a 6-digit authentication code.
+ Enter this code into the required field on Home Pixel.
- Step 4: Complete activation: Click the Continue button to confirm. If the information is correct, a green checkmark will appear along with the message: "Account has been activated with 2-layer security."

Once completed, 2-layer security (2FA) will be activated, helping to enhance the maximum security for your account.

To set up or change the PIN on Home Pixel, customers follow these steps:

- Step 1: Access the PIN setup/change section:
+ Select the square icon in the top right corner of the screen.
+ Go to the Security section.
+ For new setup: Select Set up PIN.
+ For PIN change: Select Change PIN.
- Step 2: Enter the PIN:
+ If setting up a new PIN, enter a 6-digit new PIN.
+ If changing the PIN, enter the current PIN first, then enter the new PIN and confirm it.
- Step 3: Enter the OTP verification code:
+ A 6-digit OTP code will be sent to your registered email address.
+ Check your email inbox and accurately enter the OTP code into the verification field.
- Step 4: Complete PIN setup/change:
+ Click Complete to confirm.
+ If the setup/change is successful, the system will display the message "PIN setup successful!" with a green checkmark.

After completion, the new PIN will be used to authenticate transactions on Home Pixel.

Home Pixel does not automatically lock or delete customer accounts. However, in certain cases, the system may temporarily deactivate an account at the customer's request to ensure the safety and security of their assets.

For example:
- If you detect signs of information leakage or suspicious transactions on your account, you can request Home Pixel to temporarily lock your account to avoid the risk of losing money.
- When you need to temporarily stop using the service and want to preserve your account for security reasons.

In these cases, you only need to contact Home Pixel's support team for detailed instructions. Your account will be maximally protected, and you can reactivate it whenever needed.

To link your bank account to Home Pixel, please follow these steps:

- Step 1: Complete KYC: First, you need to fully verify your identity (KYC) to be able to use the withdrawal feature.
- Step 2: Access the Payment section:
+ Select the square icon in the top right corner of the screen and go to the Payment section.
+ The system will redirect you to the payment setup page.
- Step 3: Add a withdrawal account:
+ Select Add withdrawal account, a pop-up dialog box will appear for you to enter your bank information.
+ Enter your Bank Name and Account Number.
+ If the information is valid, the system will automatically display the Account Holder's Name below.
- Step 4: Verify with OTP:
+ Click Send OTP code, the system will send a 6-digit OTP code to your registered email address.
+ Check your email, enter the OTP code in the verification field, and then click Confirm.
- Step 5: Complete linking: After successful confirmation, your bank account information will be displayed in the information table below, including:
+ Bank Name
+ Account Number
+ Account Holder's Name
+ Creation Date

Linking your bank account helps you perform withdrawal transactions quickly and securely on the Home Pixel platform. If you have any questions, please contact the support team for guidance!

To withdraw money from Home Pixel to your linked bank account, follow these steps:

- Step 1: Select the contract you want to withdraw from:
+ Access the Withdrawal feature on the Home Pixel platform.
+ Select the investment contract you want to withdraw from (e.g., Non-term Investment).
- Step 2: Choose the withdrawal amount: There are 2 options for customers:
+ Withdraw all (including principal and interest)
+ Withdraw a portion (minimum 50,000 VND).
- Step 3: Select the receiving account:
+ A list of linked bank accounts will be displayed, select the account you want to withdraw to.
+ Click Continue to proceed to the next step.
- Step 4: Confirm the transaction:
+ Review the transaction information, including:
+ Principal, withdrawal amount, interest.
+ Platform fee and personal income tax (if applicable).
+ Total amount to be received. => Click Confirm transaction.
- Step 5: Security verification:
+ Enter the OTP code sent to your registered email address.
+ Enter your 6-digit security PIN.
+ Enter the verification code from the Google Authenticator app.
+ Click Verify to complete the transaction.
- Step 6: Wait for processing & receive money:
+ The system will notify you that the transaction is being processed.
+ Money will be transferred to your bank account on the next working day (excluding Saturdays, Sundays, and Holidays in Vietnam).

The processing time for withdrawals on Home Pixel depends on the account type and the time of the withdrawal request:
- For customers investing in regular packages: After completing verification, the money will be transferred to your bank account on the next working day (excluding Saturdays, Sundays, and Holidays in Vietnam).
- For Premium package investors: Specialists will directly support Premium customers and work with the accounting department to prioritize processing transactions quickly. This helps shorten the money receipt time as much as possible compared to the usual process.

Note:
- In some special cases, if the banking system has problems or the transaction requires further verification, the processing time may be longer.
- If you have not received the money after the expected time, customers can contact Home Pixel's support team for checking and timely handling.

Customers can absolutely withdraw capital before the term and enjoy interest at the non-term interest rate announced on the Home Pixel website or as specifically stipulated in the contract.

Regarding the transfer of cooperation contracts, unless otherwise specified in the Contract, customers have the right to transfer the Contract to a third party after Home Pixel reviews and confirms the documents. The customer will bear the transfer fee of the contract.

If you encounter any issues while using Home Pixel's service, please contact our customer support team for prompt assistance. When submitting a support request, please provide the following information so that we can handle the issue most effectively:
- Full Name
- The issue you are experiencing (e.g., login error, transaction error, etc.)
- Detailed description of the problem
- Attachments (if any) – screenshots of the error or related documents
- Contact phone number
- Contact email

After submitting your request, the customer support team will receive and respond as soon as possible. For urgent assistance, you can also contact Home Pixel directly via the hotline.