Account
Wallet currency is locked by your signup IP
Your wallet currency (VND or USD) is decided by your IP location the moment you create your account. If you signed up over a VPN or proxy, you may end up with the wrong wallet — and the top-up methods you expected won't work.
3 min read
When you create your xCloudPhone account, the system reads the IP address you're connecting from and decides which wallet currency to give you:
- IP located in Vietnam → VND wallet (top up by Vietnamese bank transfer, e-wallets, etc.)
- IP located outside Vietnam → USD wallet (top up by international card via Stripe and similar gateways)
This decision is made once, at the exact moment of registration. After that, the wallet currency is permanent for that account.
️ Important: If you used a VPN, proxy, or were temporarily in another country while signing up, your wallet may not match where you actually live. You won't be able to fix it from the dashboard yourself — you'll need to contact support.
How to check which wallet you got
Log in to your account.
Open the Billing or Wallet page from the sidebar.
The balance is shown with a currency symbol — ₫ (VND) or $ (USD).
Open the top-up dialog: only the methods compatible with your currency will be listed.
If the currency does not match your country, that's the symptom of an IP mismatch at signup.
What goes wrong if your wallet currency is wrong
- Top-up methods disappear — a VND wallet only sees Vietnamese payment methods; a USD wallet only sees international ones.
- Domestic bank transfers fail — if you have a USD wallet but try to send a VND transfer to our bank account, the amount cannot be matched and the deposit is rejected.
- Card payments are declined — VND wallets cannot accept international Stripe top-ups.
- Invoices and reports come out in the wrong currency — affects accounting if you bill clients.
How to get it fixed
You cannot change wallet currency yourself from the dashboard. To request a correction:
Open the Notifications & Support page or the in-app chat widget.
Open a ticket titled "Wrong wallet currency at signup".
Provide your username and registered email, the country you actually live in, and a short note that you used a VPN/proxy at signup (be honest — it speeds up the review).
The support team will verify your identity and switch the wallet to the correct currency.
If your wallet still has a non-zero balance when we switch currencies, the team will convert the amount at the current published exchange rate so you don't lose money.
How to avoid this at signup
- Turn off VPN, proxy, and Tor before opening the sign-up page.
- Sign up from your real home or office connection, not from a coworking VPN, a server, or a friend's network in another country.
- If you must use a VPN for general browsing, disable it temporarily for the few minutes it takes to register and verify your email.
- Travelers: if you sign up while abroad, you'll get the wallet of the country you're in. Wait until you're home if you need a specific currency.
Frequently asked questions
Can I have both a VND and a USD wallet on the same account?
No. One account = one wallet currency, locked at signup.
Can I create a second account with a different currency?
Each user is expected to have one account, so this is not officially supported and may violate the Terms of Service. Contact support first instead.
Does this affect device pricing or rental rates?
Pricing is the same in real terms — the storefront converts the price to your wallet currency at the published rate. The mismatch only affects how you top up the wallet, not what you spend it on.
What if I move countries permanently?
Open a ticket. The team can re-evaluate your wallet currency based on your new location and recent payment history.