Licenses & Disclosures
Cyclops USA, Inc. — NMLS ID 2829552
Cyclops USA, Inc. is licensed as a money transmitter. To verify our license status, visit NMLS Consumer Access (www.nmlsconsumeraccess.org).
Licenses
| State | Licensed entity | License type | License number |
|---|---|---|---|
| Maryland | Cyclops USA, Inc. | Money Transmitter License | 2829552 |
Disclosures
| State | Disclosure |
|---|---|
| Maryland | If you have a complaint, please contact Cyclops USA, Inc. at 1-888-991-0511 or support@cyclops.io. If you still have an unresolved complaint regarding Cyclops USA, Inc.’s 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 License No. 2829552 and NMLS ID: 2829552 by contacting the Commissioner’s office at: 500 North Calvert Street, Suite 402, Baltimore, Maryland 21202, or (888) 784-0136. Additional information about Cyclops USA, Inc. may be obtained at www.nmlsconsumeraccess.org |
Dispute Resolution & Complaint Submission Guidance
For customers of merchants using Cyclops payment services
Effective: April 2026 · Cyclops, Inc. and its subsidiaries
This document explains how to raise and resolve disputes relating to purchases made from merchants that use Cyclops payment services. Please read this guidance before contacting us — following these steps will help us resolve your issue as quickly as possible.
1. Contact the merchant first
If you have a complaint about a purchase — including questions about a charge, a product or service you did not receive, a refund, or any other transaction dispute — your first step should always be to contact the merchant directly. Merchants are responsible for fulfilling orders, issuing refunds, and resolving disputes about goods and services they sell.
You can find merchant contact information on your receipt, order confirmation email, or the merchant’s own website. When you contact the merchant, please include:
- Your order or transaction reference number
- The date and amount of the transaction
- A clear description of your complaint or dispute
- Any supporting documentation (receipts, screenshots, correspondence)
2. Escalating to Cyclops
If you have contacted the merchant and your complaint remains unresolved, or if your complaint relates directly to a Cyclops payment processing error, you may escalate to Cyclops using the steps below.
- Submit your complaint to Cyclops. Email us at support@cyclops.io. Please include your transaction reference number, a description of the issue, and any correspondence you have already had with the merchant.
- Receive acknowledgment. We will acknowledge receipt of your complaint and provide a unique reference ID and expected resolution timeline in accordance with our service level commitments (see Section 3).
- Investigation & resolution. Our Customer Support team will investigate and communicate a clear outcome to you within the applicable timeframe. Where appropriate, we will explain any remediation actions taken.
- Escalation rights. If you are not satisfied with our resolution, you may escalate your complaint to the relevant regulatory authority in your jurisdiction. Cyclops will cooperate fully with any such process.
Hours of Operation: Monday-Friday 8:00 AM – 6:00 PM PT (non-holidays)
3. Resolution timeframes
Cyclops is committed to acknowledging and resolving complaints within the following service level timeframes:
Standard complaints
- Acknowledgment
- Within 2 business days
- Resolution
- Within 45 business days
- Extension (if required)
- Up to 15 additional business days
Urgent / high-severity
- Acknowledgment
- Within 8 hours
- Resolution
- Within 72 hours (where feasible)
An urgent complaint is one involving transaction failures or fund loss, security breaches or unauthorized account access, platform outages, compliance or regulatory exposure, or settlement and liquidity failures. Cyclops’s Customer Support team may also classify any complaint as urgent where circumstances reasonably warrant it.
Resolution timelines may be extended where further investigation is required or where delays are caused by a customer’s response to requests for information.
4. Unauthorized, mistaken & accidental transactions
The following definitions apply to transaction disputes submitted to Cyclops. These definitions are consistent with California Financial Code Section 3701(g)(2)–(4):
Unauthorized TransactionCal. Fin. Code § 3701(g)(2)
A payment transaction that was not authorized by the customer and was not initiated or expressly consented to by the customer — including transactions resulting from fraud, identity theft, or account compromise where the customer did not authorize or benefit from the payment.
Mistaken TransactionCal. Fin. Code § 3701(g)(3)
A payment transaction that the customer intended to make but which was executed incorrectly — for example, a payment sent to the wrong recipient, in the wrong amount, or on an unintended date — where the error was not the result of the customer’s deliberate instruction.
Accidental TransactionCal. Fin. Code § 3701(g)(4)
A payment transaction that the customer did not intend to initiate at all — for example, a duplicate payment, an unintended click or submission, or a transaction initiated by technical malfunction — where there was no deliberate instruction by the customer to make the payment.
5. How to communicate with Cyclops
You may contact Cyclops through any of the following channels. All complaints, regardless of how they are received, are logged and handled in accordance with our Global Complaints Policy.
Email (Primary Complaints Channel)
support@cyclops.io — for all complaints, disputes, and escalations. You will receive a ticket reference and acknowledgment within the timeframes set out in Section 3.
Live Phone Support (1-888-991-0511)
Available during live support hours only: Monday - Friday 8:00 AM PT – 6:00 PM ET.
Enterprise / Account Manager
Enterprise clients may also contact their designated Cyclops account manager directly.