Frequently asked questions

If you have already issued the Passport of any club, league or national team, your Guardians ID is already active and ready to use.

Tap your username at the top of the screen to enter your profile. Then go to Security. In the last option you will find Two-factor (2FA), where you can activate, disable or reconfigure two-step verification.

Verification usually completes in seconds and, in some cases, may take a minute. It depends on your documentation being correct and legible, and on being in a well-lit place when taking the photo/selfie. If you cannot complete verification, write to us at [email protected] and we will help you.

Your account may appear as 'under review' or 'pending' when the system needs to validate additional information or when some data does not match the rest of the information provided. If the status is not updated or is not validated, write to us at [email protected] so we can help you.

With your Guardians ID (Fan Passport, Fan ID) you can register officially as a fan, participate and interact with content, challenges and mini-games, accumulate GOBX (redeemable token) for your loyalty and redeem it for official benefits and experiences (physical and digital). In addition, you have an integrated wallet to pay, send and receive funds from the app, and much more.

'Issuing' a Passport means generating your Guardians ID (Fan ID) and registering as an official fan of a club, national team, league or federation within the app. Issuing the Passport (Guardians ID) is free.

The green badge that appears in the top left when choosing a team to create your passport means that team is officially verified. This means the club has an active agreement with Guardians ID and that its presence within the app is official. If a team does not have this badge, it may mean it is not yet officially verified. In that case, its management may be partially shared with Guardians ID or administered by Guardians ID until the club completes its verification process.

GOBX is the redeemable token of the Guardians ID loyalty program: you obtain it through your participation and loyalty, and then use it to access official benefits and experiences, both in the real and virtual world.

You can earn GOBX by creating your Fan Passport (Fan ID) within the app, loading balance and using your digital wallet, taking part in challenges, trivia and mini-games, shopping at merchants with the integrated wallet, interacting with official content such as news, forums, chats and surveys, checking in at the stadium or at events on match days, and also by acquiring digital assets (NFTs) within the Guardians ID marketplace.

The amount of GOBX depends on the action you perform (issuing a passport, loading balance, participating in challenges and mini-games, shopping at merchants, interacting with content, acquiring digital assets or checking in at the stadium). The values may vary according to the dynamics of each activity and current campaigns. In general, rewards may range approximately from 0.01 to 5 GOBX per action, and in some transactions or promotions a reward percentage may apply (for example, up to 20%, subject to conditions).

To see your GOBX balance and history, enter your wallet: tap the wallet icon at the top of the app. Then go to the 'Accounts' (or 'Assets') section to see all your available assets, including GOBX, and access Activity/Movements to review the history.

No. GOBX do not expire. You can accumulate and redeem them whenever you want for available benefits and experiences.

Yes. Go to your wallet, tap 'Transfer', select GOBX, paste the recipient's address, choose the amount and confirm the send.

In some cases, an action or transaction may require verification and the crediting may be delayed. If you don't see your GOBX reflected within the next 24 hours, contact support at [email protected] so we can review it.

In the description of each benefit or experience you will find the requirements, geographical scope and conditions of use. In many cases, benefits may be available for fans from different countries, but some may have restrictions by city, country, available slots or dates. Before redeeming, carefully review all the information. If you redeem, for example, tickets for a match and then cannot attend (due to schedule, distance or other reasons), you could lose your GOBX, as the benefit may not be reusable or transferable according to its conditions.

After redeeming, the app will show you the steps to follow. Depending on the benefit or experience, you will be able to see a receipt within the Benefits section and, if applicable, a QR or code to validate it. In some cases, the club/league/national team may also contact you to coordinate details (for example, accreditations, schedules or instructions).

In general, no. That's why, before confirming the redemption, the system requests confirmation. Once made, the GOBX are discounted and the opportunity is assigned, which may prevent another fan from accessing that slot or benefit. We recommend reviewing conditions and availability before confirming.

If the benefit is not validated, you don't receive a response or what is indicated is not fulfilled, contact support at [email protected]. Include the name of the benefit, the club/league/national team and, if possible, a screenshot of the receipt so we can help you resolve it.

Tap the 'ID' icon in the menu bar. Then, at the top of the screen, just below your balance, you will see the list of passports you have already issued.

Yes. Guardians ID is multi-passport: you can issue one for each club, national team or league you are a fan of. To issue a new one, tap the 'ID' icon. Below your balance you will see the list of your passports. Next to them you will find the '+ New' button: tap it and follow the steps to issue the new passport.

Yes. You can enjoy the benefits and experiences corresponding to each passport (of each club, league or national team) that you have issued.

The catalog of official benefits and experiences combines physical and digital access: from tickets and purchase priority, autographed jerseys, discounts and exclusive merchandising, to 'backstage' experiences such as stadium tours, mixed zone, locker rooms, boxes, press conferences or even going onto the pitch with the players. It may also include moments with the squad (meet & greet, photos, autographs and video messages), special experiences (training sessions, finals, raffles, legends, trips) and official digital proposals such as watch parties, collectibles (NFTs), access to virtual stadium, skins, fan recognitions and more. Important: each club, league, national team or federation defines its own catalog of benefits.

Tap the smiley face icon 'Benefits' at the bottom of the screen (general menu). There you will see the list of benefits and experiences of the club, league or national team of the passport you have open. Select the benefit or experience you want to redeem and follow the steps. To complete the redemption, you need to have enough GOBX in your balance. If you want to see the benefits of another club, tap 'ID' in the main menu and select the team you want to enter.

Yes. You can have several active passports. To change the active passport, tap the 'ID' icon in the bottom menu. At the top you will see the acronyms/identifiers of your passports. Select the club, league or national team you want to activate and that's it.

Tap the 'ID' icon. At the top, where the acronyms of your visible passports appear, tap '+' (Add). Search for the club/league/national team you hid and tap on it to re-enable it.

Yes. Once you complete identity validation (KYC) and generate your first passport (your Guardians ID), you will be able to load balance, send and receive money, make payments, receive GOBX to redeem for official benefits and experiences, and also send and receive digital assets (NFTs) from the app.

At the top of the screen you will find the wallet icon, where your balance is displayed in the upper right corner, next to the main menu. By tapping that icon you will be able to see your total balance, your wallet address, activity (movements) and all your available assets, including your collectibles.

Estable.io is the official technology infrastructure provider used by Guardians ID for the operation of wallets, payments and digital assets within the ecosystem. Its platform is designed for fintechs, banks, PSPs and institutions, which allows us to offer a more robust, efficient and scalable experience. That's why its name may appear linked to your wallet within our platforms. More information: https://www.estable.io

Enter your wallet by tapping your balance at the top of the screen, tap 'Deposit', select the asset you want to deposit, choose the available method and follow the indicated steps.

Enter your wallet by tapping your balance at the top, tap 'Transfer', select the asset you want to send and choose whether the destination is another wallet or a bank account. As appropriate, enter the wallet address or the CBU/CVU, indicate the amount and confirm the operation.

Guardians ID does not charge fees for operating the wallet. Limits may vary depending on the country, the asset and your verification status (KYC). To see the detail applied to your account, review the information available in your 'User' profile. There you must enter 'My Account', then 'Limits'.

You can operate with the local stablecoin corresponding to your country (1:1 with the local currency), for example in Argentina AR$E, in Brazil BR$E, etc. In addition, you can use USDT and GOBX, and add new accounts for other assets available in the app.

To pay at a merchant with QR, open the app, enter your wallet and tap the QR icon on the main menu. Scan the code, review the amount and confirm the payment.

Write to us at [email protected] with the details of the transaction (date, asset, amount and address). Keep in mind that, in blockchain operations, recovering funds may not be possible depending on the case.

Close the app and reopen it, check if there is an update available and, if the problem continues, try logging out and logging in again. As a last resort, reinstall the app. If it still does not update, write to us at [email protected] so we can review it.

You can see your NFTs and collectibles inside your wallet. Once you enter, go to the 'Collectibles' section (next to 'Activity') to see all available assets. From there you can review them and manage your inventory within the ecosystem.

At the moment, the function to send or receive NFTs is not yet available. When enabled, the app will inform you if any fee applies depending on the type of operation and the network used.

Close and reopen the app, and check if you have a pending update. If it still does not appear, write to us at [email protected] so we can review it.

Maka Chain is the official blockchain used by Guardians ID to operate GOBX, NFTs and other digital assets. We chose it for its infrastructure oriented to online transactions, which allows us to offer a more efficient, traceable, low-cost and scalable experience within the ecosystem. More information: https://makachain.io

No. Your personal data is linked to the creation of your account and to your verification (KYC), and therefore to your Guardians ID, to ensure the community is real and safe. To see your data: tap your username (top right), then 'My account' and finally 'Profile'.

Tap your profile (top right), then 'Security' and finally 'Password'. From there you can change your password and activate two-factor (recommended) and facial recognition, since your Guardians ID and your wallet may contain valuable data and assets.

Go to Menu, then Settings and finally Language. The app starts in the language of your device; if it is not available, it will use English by default.

On the login screen tap 'Forgot your password?', enter your email and follow the steps to create a new one.

No. It is not possible to delete it, but you can hide it.

Yes. You can delete your Guardians ID account, but by doing so you will permanently lose all your passports, achievements, balances, benefits and any associated assets. To delete your account: tap your user (upper left), then 'My account', and finally 'Delete my account'. Important: this action is final. There is no going back and the data cannot be recovered.

Because we use two-step verification (2FA) as a security measure. Your Guardians ID includes your fan identity, your personal data and may contain valuable digital assets, so we protect access with an additional code.

Yes. You can log in from any device. You just need your email, password and the Google Authenticator code.

Write to support explaining your situation: [email protected]. We will ask you for some details to verify your identity and help you recover access.

For security reasons, it is not possible to change it directly from the app. If you need to do so, contact support to verify your identity and carry out the change.

If you enter the wrong code several times, a temporary block may be activated. Wait a few minutes and try again with the correct code.

Guardians ID collects personal data to create your account and verify your identity (KYC), in order to issue your Fan Passport (Fan ID) and maintain a real and safe community. It also records usage and activity data (participation, redemptions, movements and assets) so you can operate the app safely, accumulate GOBX, redeem benefits and access official experiences. When you issue a passport, the corresponding institution (club/league/national team) will be able to access the data necessary to validate you as an official fan.

Go to the main menu and select 'Log out'.

You can contact support at [email protected]. To speed up the assistance, include the email of your account, the model of your device, the version of the app, a brief description of what happened and, if possible, screenshots or the detail of the operation (date, asset, amount and reference) when it comes to wallet, redemptions or transactions. If you did not find the answer here, you can also write to us at [email protected] and we will help you resolve your questions.