> For the complete documentation index, see [llms.txt](https://docs.compliance.phalcon.blocksec.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.compliance.phalcon.blocksec.com/manual/faq.md). # FAQ Frequently asked questions about using Phalcon Compliance. ## Screening ### What is the difference between screening and monitoring? **Screening** is a one-time risk assessment — you submit an address or transaction, and the system evaluates it against your active Risk Engines. **Monitor** is continuous. Once enabled for an address, the system automatically re-analyzes it on a dynamic schedule and sends alerts when risk changes are detected. No manual re-screening is needed. See [Monitor](/manual/monitor.md) for details. ### Why does my address show a different risk level than expected? Risk levels are determined by your configured Risk Engines. Common reasons for unexpected results: * The relevant Risk Engine may be **disabled**. Check the Risk Engines page to ensure it is active. * The Risk Engine's **trigger conditions** (e.g., thresholds, risk indicators) may not match the address's behavior. Review and adjust the conditions. * The address may be on your **whitelist**, which automatically sets it to "No Risk" and bypasses screening. ### What is the difference between a transaction and a transfer? A **transaction** is an on-chain operation identified by a transaction hash. It may contain multiple token movements. A **transfer** is a single token movement within that transaction. Phalcon screens at the transfer level for more granular risk assessment. See [Key Concepts](/manual/concepts.md#transaction-vs-transfer) for details. ### What happens when I set a screening direction (Deposit / Withdrawal)? Setting the direction tells the system which fund flow to analyze: * **Deposit**: Only the source of funds is traced. * **Withdrawal**: Only the destination of funds is traced. This reduces false positives. If no direction is set, both directions are screened by default. ## CSV Import ### What format should my CSV file be in? Download the CSV template from the Addresses or Transactions page — it contains the required column headers and sample data. Key requirements: * **Addresses**: Up to 100 addresses per file. Required fields: Chain, Address. * **Transactions**: Up to 400 transactions per file. Required fields: Chain, Transaction Hash. Use the exact chain names as shown in the template. ### My CSV import failed. What should I check? * Ensure the file uses the **template format** downloaded from the platform. * Verify the **chain names** match exactly (e.g., "ETH", not "Ethereum"). * Check that you haven't exceeded the **row limit** (100 for addresses, 400 for transactions). * Make sure addresses and transaction hashes are **valid** and correctly formatted. ## Alerts ### What does an "Expired" alert mean? An alert expires automatically when the conditions that triggered it no longer apply — for example, when the triggering Risk Engine is disabled, deleted, or its conditions are modified so the target no longer matches. ### How do I get notified when an alert is triggered? Set up Notification Channels (Telegram, Email, Slack, etc.) and link them to your Risk Engines. When an alert is triggered, notifications are sent through the linked channels. See [Notification Channels](/manual/notification-channels.md) for setup instructions. ## Risk Engines ### Can I customize the default Risk Engines? Yes. Navigate to the Risk Engines page, click on any engine, and click "Edit" to adjust its name, description, risk level, trigger conditions, and notification channels. You can also create new engines from templates. ### What happens if I disable a Risk Engine? Disabling a Risk Engine stops it from generating new alerts. Existing alerts triggered by the engine remain in the Alert Hub but may be marked as "Expired" upon the next screening. ## API ### Where do I find the API documentation? The full API documentation is available in the [API Documentation](/api-documentation/introduction.md) section, including authentication, endpoints, and supported chains. ### How do I get an API key? Navigate to **System → API Keys** and click "Generate Key". Each project supports up to 3 active keys. See [API Keys](/manual/system/api-keys.md) for details. ### What happens when I hit the API rate limit? When you exceed the rate limit, the API returns an error response. Refer to [Rate Limits](/api-documentation/introduction/rate-limits.md) for details on thresholds and best practices. ## Billing ### What plans are available? Phalcon Compliance offers five plans: | Plan | Type | Monthly Screenings | Starting Price | | ---------------------- | ----------------------------- | ---------------------------- | --------------- | | **Free** | Free | 3 / month | Free | | **Screening Packages** | Pay-as-you-go (PAYG) | 50–2,000 (one-time purchase) | From $95 | | **Essential** | Monthly / annual subscription | 25–500 / month | From $39/month | | **Scale** | Monthly / annual subscription | 750–5,000 / month | From $699/month | | **Enterprise** | Custom | Unlimited | Contact sales | ### What is a Screening? One address screening or one transaction screening equals **1 Screening**. Whether submitted individually or via bulk import, charges are based on the number of items screened — not the number of files or requests. ### What are Screening Packages? Can I use them without a subscription? Screening Packages are **pay-as-you-go** bundles of screening count. No subscription needed — buy to get more screen count with purchased screenings valid for **12 months**. Users with a Screening Packages balance have access to all supported chains, the Analytics dashboard, 3 custom Risk Engines, and audit report exports. **Purchase restriction**: **Users already subscribed to Essential or Scale cannot purchase Screening Packages.** If you buy Screening Packages before subscribing, the two can coexist — your remaining screening count is preserved after upgrading. Permission rules: * While you have a remaining screening balance, you retain Screening Packages-level permissions. * **Once the balance runs out, permissions automatically revert to Free level** (limited screenings and chain access). * The 12-month validity applies to the screening balance, not the permission level. ### When my account has multiple sources of screening count, which is consumed first? Consumption order: **Subscription quota → Top-up Screenings → Referral Rewards → Screening Packages** | Source | Validity | Priority | | ------------------ | ------------------------------------ | -------- | | Subscription quota | Resets each billing cycle | 1st | | Top-up Screenings | Expires end of current billing cycle | 2nd | | Referral Rewards | 3 months from when received | 3rd | | Screening Packages | 12 months from purchase | Last | ### If I have both a Screening Packages balance and a subscription, which permission level applies? The **higher of the two** takes effect: * **Quota-based permissions** (custom Risk Engines, customer slots, Notes/Tags, etc.): the higher tier applies. For example, if Screening Packages gives 3 custom engines and Essential gives 10, you can use **10**. * **Feature permissions** (SAR/STR reports, Telegram notifications, Monitor, etc.): determined by your subscription plan — having an active subscription unlocks these features. ### My subscription expired but I still have a Screening Packages balance. What is my permission level? Permissions automatically drop to **Screening Packages level** (not directly to Free). Once the balance runs out, permissions drop to Free. Permission downgrade path: **Subscription Plan → Screening Packages → Free** ### What are the Free plan limitations? * **3 screenings per month**, supporting **ETH and TRON only** * No custom Risk Engines, no Analytics dashboard, no SAR/STR reports * No data export (CSV/Excel) * Email notifications only * Monitor: one-time 7-day trial (1 monitored address); countdown starts immediately and does not pause ### Is there a quick feature comparison across plans? | Feature | Free | Screening Packages | Essential | Scale | Enterprise | | ------------------------------- | ----------- | ------------------ | ----------------------- | -------------- | -------------- | | Supported chains | ETH, TRON | All chains | All chains | All chains | All chains | | Custom Risk Engines | 0 | 3 | 10 | 20 | Unlimited | | Customer management | 0 | 1 | 10 | 30 | Unlimited | | Notes / Tags | 3 each | 50 each | 200 each | 1,000 each | Unlimited | | Blacklist / Whitelist | None | None | 50 each | 200 each | Unlimited | | SAR / STR reports | ✗ | ✗ | ✅ | ✅ | ✅ | | CSV / Excel export | ✗ | ✅ | ✅ | ✅ | ✅ | | Monitor | 7-day trial | 7-day trial | Add-on | Add-on | Included | | API integration / Webhook | ✗ | ✗ | ✗ | ✅ | ✅ | | Team collaboration (multi-seat) | ✗ | ✗ | ✗ | ✗ | ✅ | | Notification channels | Email | Email | Email + Telegram + Lark | All 7 channels | All 7 channels | ### Can I upgrade or downgrade my plan? **Upgrade**: You can upgrade at any time — upgrades take effect immediately. You are only charged the prorated difference for the remaining days in the current cycle; no double billing occurs. **Downgrade**: Downgrading mid-subscription is not currently supported. To switch to a lower plan, wait for your current subscription to expire and then resubscribe. ### How is the upgrade charge calculated? When upgrading, two amounts are settled simultaneously: 1. **Prorated difference for the remaining period**: `(New plan monthly price − Old plan monthly price) × Remaining days ÷ 30` 2. **Full charge for the next month**: the complete monthly price of the new plan Any unused prepaid amount from the old plan is credited back. If you had already prepaid for next month via Renew, that amount is also automatically deducted from today's charge. **Example** (upgrading from Essential 50/mo to Scale 750/mo with 4 days remaining): | Item | Amount | | -------------------------------------------------- | ----------- | | Old plan remaining credit ($1.97/day × 4 days) | −$7.88 | | New plan prorated difference ($23.30/day × 4 days) | +$93.20 | | New plan next month full charge | +$699.00 | | Today's Total | **$784.32** | | Minus prepaid next-month amount already used | −$7.88 | | **Amount due** | **$776.44** | ### I already prepaid for next month. How is that handled during an upgrade? The prepaid next-month amount is **automatically deducted** from today's upgrade charge. The system calculates the corresponding unused portion and offsets it — no double billing. ### Can I downgrade mid-subscription? **Not currently supported.** Downgrading or moving to a lower tier (e.g., Scale to Essential) mid-subscription is not available. Wait for the current subscription to expire and then resubscribe to the desired plan. Your data is fully preserved throughout. ### Does annual billing offer a discount? Yes. Annual billing saves approximately **15–17%** compared to monthly. For example, Essential 100 screenings/month: $109/month on monthly billing, equivalent to $92/month on annual billing. ### Can I upgrade mid-way through an annual subscription? **Yes.** You can upgrade your plan or tier at any time during an annual subscription. The upgrade takes effect immediately and is charged as a prorated difference for the remaining days — annual billing does not restrict upgrades. ### What happens when my plan quota runs out? Two options are available on the **Billing & Usage page**: **Top-up (add more screenings)**: Purchase additional Screenings at your current plan's unit rate. Top-up Screenings are available in unlimited quantities but **expire at the end of the current billing cycle** — they do not carry over. For unit prices, see the [Pricing Plan page](https://app.blocksec.com/phalcon/compliance/billing/pricing). **Add Monitor addresses**: If your Monitor quota is insufficient, upgrade your Monitor Add-on tier on the Billing & Usage page to increase the number of concurrently monitored addresses (10 / 20 / 40 / 80 / 120 / 200 addresses available). ### What is the difference between Top-up Screenings and Screening Packages (PAYG)? Both add screening count, but serve different purposes: | | Top-up Screenings | Screening Packages (PAYG) | | ----------------- | ---------------------------------------------------------- | -------------------------------------------------------- | | Who can use it | **Subscription users only** (Essential/Scale) | **Non-subscribers only** (not available once subscribed) | | Unit price | Based on current subscription plan rate | $1.10–$1.90 per screening | | Validity | **Expires at end of current billing cycle**, no carry-over | Valid for **12 months** from purchase | | Purpose | Top up quota within the **current month** | Long-term reserve when **no subscription** is needed | | Consumption order | 2nd (after subscription quota) | Last (4th) | | Purchase location | Billing & Usage page | Pricing page | ### Do Top-up Screenings carry over to the next billing cycle? **No.** Top-up Screenings expire at the **end of the current billing cycle** and do not carry over. If you need a longer validity period, consider purchasing Screening Packages (valid for 12 months). ### Can Free or Screening Packages users use Top-up Screenings? **No.** Top-up Screenings are available to Essential and Scale subscribers only. Non-subscribers who need more screenings can purchase **Screening Packages (PAYG)** — no subscription required, valid for 12 months. ### How do I check my current usage? The **Billing & Usage page** shows: * Used / remaining Screenings for your current plan * Screening Packages balance and expiry date * Referral Rewards balance and expiry date (if any) * Monitor usage (active / historical monitored addresses) ### How is usage reset? Subscription plan Screenings quota resets at the **start of each billing cycle**. Screening Packages balances are not reset — they are deducted as used and any unused portion expires after 12 months. Referral Rewards expire 3 months from when they were received. ### What payment methods are supported? We support a wide range of payment methods: * **Bank card / digital wallets**: Credit Card · Apple Pay · Google Pay (supports automatic renewal) * **Cryptocurrency**: USDT · USDC · Binance Pay * **Mobile payments**: WeChat Pay · Alipay · CashApp When subscribing with a bank card or digital wallet, the system automatically renews each billing cycle — no manual action needed. For cryptocurrency or mobile payments, we send a renewal reminder by email before the expiry date; click the link to complete payment. ### Can I change my payment method? You can switch between methods of the same type at any time — for example, USDT to USDC, or WeChat Pay to Alipay. To switch to a different payment type (e.g., from cryptocurrency to credit card), wait for the current subscription to expire and then resubscribe using the new payment method. ### How do I view billing history and payment records? Go to **Billing & Usage → Orders & Invoices** to view all historical orders, including the amount, date, and payment method for each transaction. Credit Card users can also access the **Manage Billing** portal to manage billing details or download official invoices. ### How is Monitor billed across different plans? * **Free / Screening Packages users**: A one-time **7-day trial** with up to 1 monitored address; the countdown starts immediately and does not pause. * **Essential / Scale users**: The first monitored address is **included for free**. To monitor more addresses, upgrade your Monitor tier on the Billing page (same flow as upgrading your plan). Each account can have up to 50 actively monitored addresses. * **Enterprise users**: Monitor is included in the plan at no extra charge. ### Monitor tier pricing | Monitored addresses | Monthly | Annual (per month) | | ------------------- | ----------- | ------------------ | | 1 | Free | — | | 10 | +$60/month | +$60/month | | 20 | +$100/month | +$90/month | | 40 | +$160/month | +$140/month | | 80 | +$240/month | +$200/month | | 120 | +$360/month | +$280/month | | 200 | +$500/month | +$400/month | ### Does Monitor consume Screening quota? **No.** Monitor is a continuous monitoring feature and operates on a separate billing system from Screenings: * **Screenings**: each address or transaction screening consumes 1 Screening from your quota. * **Monitor**: billed by monitored address tier; risk analysis and alerts triggered by Monitor **do not consume any Screenings**. Once Monitor is enabled, the system automatically detects risk changes and sends alerts without using any screening quota. ### How does the "1 free monitored address" included in Essential and Scale work? Essential and Scale plans include **1 free monitored address**: * The 1st monitored address is free — no extra charge. * Beyond 1 address, upgrade your Monitor tier on the Billing page (10 / 20 / 40 / 80 / 120 / 200 addresses available). This free address is only available to Essential or Scale subscribers. Free and Screening Packages users are not eligible (they receive a one-time 7-day trial only). ### What is the maximum number of addresses I can monitor simultaneously? By upgrading Monitor tiers, you can monitor up to **200 addresses simultaneously** (available tiers: 1 / 10 / 20 / 40 / 80 / 120 / 200). Enterprise plan monitor quotas are custom and not subject to this limit. ### Can I get a refund after subscribing? Subscription fees are currently non-refundable. However, **upgrades never result in double billing** — the system only charges the prorated difference for the remaining days in the current cycle. For example, if your subscription has 10 days remaining and you upgrade to a higher plan, you only pay the price difference for those 10 days; your previous payment is not wasted. Downgrades are not supported mid-subscription. For exceptional cases, please contact our support team. ### How do I get an invoice? All historical orders can be viewed and downloaded from **Billing & Usage → Orders & Invoices**. Credit Card users can also access the **Manage Billing** portal to go to the Stripe billing dashboard, update billing details, or download official invoices. ### Are Screening Packages purchases and subscription orders invoiced separately? Yes. Screening Packages purchases, subscriptions, Top-up Screenings, and Monitor tier upgrades are each recorded as separate orders. You can view each charge's amount and payment method by date in the order list. ### Will my data be lost if I downgrade or my subscription expires? **Data is permanently retained** and never deleted. However, permissions change with your plan: * After downgrading to Free, features that exceed the Free tier (such as Analytics, custom Risk Engines, and Monitor) are suspended until you upgrade again. * If a subscription expires without renewal, the account automatically downgrades to Screening Packages level (if a balance remains) or Free. All data is fully preserved and accessible again after upgrading. ### What plan is required for API integration? API integration is available on **Scale and Enterprise** plans only. Essential and below do not have API access. API documentation: ### Is multi-seat team collaboration supported? **Multi-seat team collaboration** is currently only available on the **Enterprise plan**. For shared account access or permission management across multiple users, please contact sales to discuss an Enterprise arrangement. ### Does a blacklist rule match consume Screening quota? **No.** Blacklist/whitelist rule matches (including addresses submitted via API) **do not consume Screening quota** — the system returns the match result directly based on existing rules without running a new risk assessment. Screening quota is only consumed when you submit an address or transaction for **risk screening**. ### Does Phalcon Compliance have a referral program? Yes. Invite new users to register and pay, and earn up to **20% cashback**, accumulative and withdrawable, capped at $10,000. See the Referral page in the product for full terms.