> 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.

**Monitoring** is continuous. Once monitoring is enabled for an address, the system automatically reanalyzes it on a dynamic schedule and sends alerts when risk changes are detected. No manual rescreening is required. See [Monitoring](/manual/monitoring/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 include:

* The relevant risk engine may be **disabled**. Check the Risk Engine page to ensure it is active.
* The risk engine's **trigger conditions** (such as thresholds or 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 skips 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 transfers. A **transfer** is an individual token transfer within that transaction. Phalcon performs screening at the transfer level for more granular risk assessment. See [Key Concepts](/manual/concepts.md#transactions-vs-transfers) for details.

### What happens when I set the screening direction (incoming/outgoing)?

Setting the direction tells the system which flow of funds to analyze:

* **Incoming**: Traces only the source of funds.
* **Outgoing**: Traces only the destination of funds.

This helps reduce false positives. If no direction is set, both directions are screened by default.

### Does each question use an AI interpretation allowance?

No. The allowance is counted by screening result, not by question. Free and Credits users have the same allowance: you can unlock 3 different results over the lifetime of your account, with no monthly reset. Once a result is unlocked, you can ask unlimited follow-up questions about it without using another allowance.

A result is unlocked only after its first interpretation succeeds. Failed requests do not use an allowance. See [AI Risk Interpretation](/manual/screening/ai-risk-interpretation.md).

### Does re-screening an address require another AI interpretation unlock?

Yes. Re-screening creates a new screening result, even when the address is unchanged. Interpreting the new result requires a separate unlock. Asking about different risk sections of the same unlocked result does not.

### Why can Lumi explain a behavior finding but not identify the exact triggering transfer?

The screening result may contain aggregate behavior metrics without the underlying transfer details. Lumi can explain the available metrics, but it cannot identify a specific triggering transfer unless the supporting evidence is available.

### Why does an earlier Lumi conversation differ from the current address page?

The conversation remains tied to the screening result used when the interpretation started. The address page shows the latest screening result, which may have changed after re-screening.

Check the conversation's **Screened at** time. To discuss the latest result, start a new interpretation. Lumi does not automatically replace the earlier conversation's data with the latest result.

### Can Lumi decide whether to block funds or submit a SAR/STR?

No. Lumi explains screening findings and supports human review. Decisions about blocking funds, resolving alerts, or reporting suspicious activity remain subject to your organization's compliance process.

## CSV Import

### What format should the CSV file use?

Download the CSV template from the Addresses or Transactions page — it includes 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 shown in the template.

### My CSV import failed. What should I check?

* Make sure the file uses the **template format** downloaded from the platform.
* Verify that the **chain names** match exactly (for example, "ETH" rather than "Ethereum").
* Check whether you have exceeded the **row limits** (100 rows for addresses and 400 rows for transactions).
* Make sure the addresses and transaction hashes are **valid** and correctly formatted.

## Alerts

### What does an "Expired" alert mean?

An alert expires automatically when the condition that triggered it no longer applies — for example, when the triggering risk engine is disabled or deleted, or when its conditions are modified so that the target no longer matches.

### How do I receive notifications when an alert is triggered?

Set up a notification channel (Telegram, email, Slack, etc.) and link it to your risk engine. When an alert is triggered, a notification is sent through the linked channel. See [Notification Channels](/manual/configure/notification-channels.md) for setup instructions.

## Risk Engine <a href="#risk-engines" id="risk-engines"></a>

### Can I customize the default risk engines?

Yes. Navigate to the Risk Engine page, click any engine, and then click "Edit" to adjust its name, description, risk level, trigger conditions, and notification channels. You can also create a new engine from a template.

### 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 Center but may be marked as "Expired" during the next screening.

## API

### Where can I find the API documentation?

The complete API documentation is available in the [API Documentation](/api-documentation/introduction.md) section, including authentication, endpoints, and supported chains.

### How do I obtain an API key?

Navigate to **System → API Keys** and click "Generate Key." Each project supports up to 3 active keys. See [API Keys](/manual/account/api-keys.md) for details.

### What happens when I exceed the API rate limit?

When you exceed the rate limit, the API returns an error response. See [Rate Limits](/api-documentation/introduction/rate-limits.md) for 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 Package** | Pay-as-you-go (PAYG)        | 50–2,000 (one-time purchase) | From $95        |
| **Standard**          | Monthly/annual subscription | 25–500 / month               | From $39/month  |
| **Pro**               | Monthly/annual subscription | 750–5,000 / month            | From $699/month |
| **Enterprise**        | Custom                      | Unlimited                    | Contact Sales   |

### What counts as a screening?

One address screening or one transaction screening equals **1 screening**. Whether submitted individually or through a bulk import, charges are calculated based on the number of screening items, 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 screenings. No subscription is required — purchase one to receive additional screenings, which remain valid for **12 months**. Users with a Screening Package balance can access all supported chains, the analytics dashboard, 3 custom risk engines, and audit report exports.

**Purchase restriction**: **Users subscribed to Standard or Pro cannot purchase Screening Packages.** If you purchase a Screening Package before subscribing, both can coexist — your remaining screenings are retained after upgrading.

Access rules:

* While you have a remaining screening balance, you retain Screening Package-level access.
* **Once the balance is depleted, access automatically reverts to the Free tier** (with limited screenings and chain access).
* The 12-month validity period applies to the screening balance, not the access tier.

### When my account has multiple sources of screenings, which is consumed first?

Consumption order: **Subscription quota → Top-up screenings → Free Screening Credits from referrals → Screening Package**

| Source                                | Validity                                       | Priority |
| ------------------------------------- | ---------------------------------------------- | -------- |
| Subscription quota                    | Resets each billing cycle                      | 1st      |
| Top-up screenings                     | Expire at the end of the current billing cycle | 2nd      |
| Free Screening Credits from referrals | 3 months after receipt                         | 3rd      |
| Screening Package                     | 12 months after purchase                       | Last     |

Free Screening Credits are screening allowances. **Referral balance** is a monetary reward used at checkout and does not count toward your screening quota. See [Referral Program](/manual/account/referral-program.md) for its usage and validity rules.

### If I have both a Screening Package balance and a subscription, which access tier applies?

The **higher tier** applies:

* **Quota-based access** (custom risk engines, user seats, notes/tags, etc.): The higher limit applies. For example, if the Screening Package provides 3 custom engines and Standard provides 10, you can use **10**.
* **Feature access** (SAR/STR reports, Telegram notifications, monitoring, etc.): Determined by your subscription plan — an active subscription unlocks these features.

### My subscription has expired, but I still have a Screening Package balance. What is my access tier?

Your access automatically reverts to the **Screening Package tier** (not directly to Free). Once the balance is depleted, your access reverts to Free.

Access downgrade path: **Subscription Plan → Screening Package → Free**

### What are the limitations of the Free plan?

* **3 screenings per month**, supporting only **ETH and TRON**
* No custom risk engines, analytics dashboard, or SAR/STR reports
* No data exports (CSV/Excel)
* Email notifications only
* Monitoring: One-time 7-day trial (1 monitored address); the countdown begins immediately and cannot be paused

### Is there a quick plan feature comparison?

| Feature                             | Free        | Screening Package | Standard                | Pro            | 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 exports                 | ✗           | ✅                 | ✅                       | ✅              | ✅              |
| Monitoring                          | 7-day trial | 7-day trial       | Add-on                  | Add-on         | Included       |
| API integration / Webhook           | ✗           | ✗                 | ✗                       | ✅              | ✅              |
| Team collaboration (multiple seats) | ✗           | ✗                 | ✗                       | ✗              | ✅              |
| Notification channels               | Email       | Email             | Email + Telegram + Lark | All 7 channels | All 7 channels |

### Can I upgrade or downgrade my plan?

**Upgrades**: You can upgrade at any time — the upgrade takes effect immediately. You only pay the prorated difference for the remaining days in the current cycle; there is no double billing.

**Downgrades**: Downgrades during an active subscription are not currently supported. To switch to a lower plan, wait until your current subscription expires and then resubscribe.

### How are upgrade charges calculated?

When you upgrade, two amounts are settled together:

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 full monthly price of the new plan

Any unused prepaid amount from the old plan is credited back. If you previously prepaid for the next month through renewal, that amount is also automatically deducted from today's charge.

**Example** (upgrading from Standard 50/month to Pro 750/month with 4 days remaining):

| Item                                             | Amount      |
| ------------------------------------------------ | ----------- |
| Remaining value of old plan ($1.97/day × 4 days) | −$7.88      |
| Prorated new plan charge ($23.30/day × 4 days)   | +$93.20     |
| Full charge for next month on new plan           | +$699.00    |
| Total today                                      | **$784.32** |
| Less prepaid amount already used for next month  | −$7.88      |
| **Amount due**                                   | **$776.44** |

### I already prepaid for next month. How is this handled when I upgrade?

The prepaid amount for the next month is **automatically deducted** from today's upgrade charge. The system calculates the corresponding unused portion and offsets it — there is no double billing.

### Can I downgrade during an active subscription?

**Not currently.** Downgrading or switching to a lower tier during an active subscription (for example, from Pro to Standard) is unavailable. Wait until your current subscription expires, then resubscribe to the desired plan. Your data is fully retained throughout the process.

### Is there a discount for annual billing?

Yes. Annual billing saves approximately **15–17%** compared with monthly billing. For example, Standard with 100 screenings/month costs $109/month when billed monthly, while annual billing is equivalent to $92/month.

### Can I upgrade during an annual subscription?

**Yes.** You can upgrade your plan or tier at any time during an annual subscription. The upgrade takes effect immediately, and you are charged the prorated difference based on the remaining days — annual billing does not restrict upgrades.

### What happens when I use up my plan quota?

The **Billing & Usage** page provides two options:

**Top Up (add more screenings)**: Purchase additional screenings at your current plan's unit price. There is no limit to the number of top-up screenings you can purchase, but they **expire at the end of the current billing cycle** and do not roll over.

See the [Pricing Plans page](https://app.blocksec.com/phalcon/compliance/billing/pricing) for unit prices.

**Add monitored addresses**: If your monitoring quota is insufficient, upgrade your monitoring add-on tier on the Billing & Usage page to increase the number of addresses that can be monitored simultaneously (tiers of 10 / 20 / 40 / 80 / 120 / 200 addresses are available).

### What is the difference between top-up screenings and Screening Packages (PAYG)?

Both provide additional screenings, but they serve different purposes:

|                   | Top-up Screenings                                                       | Screening Package (PAYG)                                 |
| ----------------- | ----------------------------------------------------------------------- | -------------------------------------------------------- |
| Who can use it    | **Subscribers only** (Standard/Pro)                                     | **Non-subscribers only** (unavailable after subscribing) |
| Unit price        | Based on the current subscription plan rate                             | $1.10–$1.90 per screening                                |
| Validity          | **Expires at the end of the current billing cycle**; does not roll over | Valid for **12 months** after purchase                   |
| Purpose           | Supplement your quota within the **current month**                      | Long-term reserve **without a subscription**             |
| Consumption order | 2nd (after subscription quota)                                          | Last (4th)                                               |
| Purchase location | Billing & Usage page                                                    | Pricing page                                             |

### Do top-up screenings roll over to the next billing cycle?

**No.** Top-up screenings expire at the **end of the current billing cycle** and do not roll over. If you need a longer validity period, consider purchasing a **Screening Package (PAYG)**, which is valid for 12 months.

### Can Free or Screening Package users purchase top-up screenings?

**No.** Top-up screenings are available only to Standard and Pro subscribers. Non-subscribers who need more screenings can purchase a **Screening Package (PAYG)** — no subscription is required, and it is valid for 12 months.

### How do I check my current usage?

The **Billing & Usage** page shows:

* Screenings used/remaining under the current plan
* Screening Package balance and expiration date
* Free Screening Credits from referrals and their expiration date, if any
* Monitoring usage (active/historical monitored addresses)

### How does usage reset?

Subscription plan screening quotas reset at the **start of each billing cycle**. Screening Package balances do not reset — they are deducted as used, and any unused balance expires after 12 months. Free Screening Credits from referrals expire 3 months after receipt. These screening credits are separate from the monetary **Referral balance** shown in Rewards; see [Referral Program](/manual/account/referral-program.md) for its validity rules.

### What payment methods are supported?

We support multiple payment methods:

* **Bank cards / Digital wallets**: Credit cards · Apple Pay · Google Pay (automatic renewal supported)
* **Cryptocurrency**: USDT · USDC · Binance Pay
* **Mobile payments**: WeChat Pay · Alipay · CashApp

When subscribing with a bank card or digital wallet, the system automatically renews your subscription each billing cycle — no manual action is required. For cryptocurrency or mobile payments, we send a renewal reminder by email before expiration; 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, from USDT to USDC or from WeChat Pay to Alipay.

To switch to a different payment type (for example, from cryptocurrency to a credit card), wait until your current subscription expires and then resubscribe using the new payment method.

### How do I view my 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 open the Stripe billing dashboard, update billing details, or download official invoices.

### How is monitoring billed across different plans?

* **Free/Screening Package users**: A one-time **7-day trial** for up to 1 monitored address; the countdown begins immediately and cannot be paused.
* **Standard/Pro users**: The first monitored address is **included for free**. To monitor more addresses, upgrade your monitoring tier on the Billing page using the same process as a plan upgrade. Each account can have up to 50 active monitored addresses.
* **Enterprise users**: Monitoring is included in the plan at no additional cost.

### Monitoring Tier Pricing

| Number of 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 monitoring consume the screening quota?

**No.** Monitoring is a continuous monitoring feature with a billing system separate from screening:

* **Screening**: Each address or transaction screening consumes 1 screening from your quota.
* **Monitoring**: Billed by monitored address tier; risk analyses and alerts triggered by monitoring **do not consume any screenings**.

After monitoring is enabled, the system automatically detects risk changes and sends alerts without using any screening quota.

### How does the "1 free monitored address included with Standard/Pro" work?

Standard and Pro plans include **1 free monitored address**:

* The first monitored address is free — there is no additional charge.
* To monitor more than 1 address, upgrade your monitoring tier on the Billing page (tiers of 10 / 20 / 40 / 80 / 120 / 200 addresses are available).

This free address is available only to Standard or Pro subscribers. Free and Screening Package users are not eligible; they only receive a one-time 7-day trial.

### How many addresses can I monitor simultaneously?

By upgrading your monitoring tier, you can monitor up to **200 addresses** simultaneously (available tiers: 1 / 10 / 20 / 40 / 80 / 120 / 200). Enterprise plan monitoring quotas are customizable and are not subject to this limit.

### Can I receive a refund after subscribing?

Subscription fees are currently non-refundable.

However, **upgrades do not result in double billing** — the system charges only the prorated difference for the remaining period. For example, if your subscription has 10 days remaining and you upgrade to a higher plan, you pay only the price difference for those 10 days; your previous payment is not wasted.

Downgrades during an active subscription are not supported. For special circumstances, please contact our support team.

### How do I obtain 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 open the Stripe billing dashboard, update billing details, or download official invoices.

### Are Screening Package purchases and subscription orders invoiced separately?

Yes. Screening Package purchases, subscriptions, top-up screenings, and monitoring tier upgrades are each recorded as separate orders. You can view the amount and payment method for each charge by date in the order list.

### Will I lose my data if I downgrade or my subscription expires?

**Data is retained permanently** and is never deleted. However, access changes with your plan:

* After downgrading to Free, features outside the Free plan's scope, such as analytics, custom risk engines, and monitoring, are suspended until you upgrade again.
* If your subscription expires without renewal, your account automatically reverts to the Screening Package tier if you have a balance, or to Free otherwise. All data is fully retained and becomes fully accessible again after upgrading.

### Which plan is required for API integration?

API integration is available only on the **Pro and Enterprise** plans. Standard and lower-tier plans do not have API access.

API documentation: <https://docs.compliance.phalcon.blocksec.com/api-documentation/introduction>

### Is multi-seat team collaboration supported?

**Multi-seat team collaboration** is currently available only on the **Enterprise plan**. For shared account access or permission management across multiple users, contact Sales to discuss an Enterprise arrangement.

### Does blacklist rule matching consume the screening quota?

**No.** Blacklist/whitelist rule matching, including addresses submitted through the API, **does not consume the screening quota** — the system returns matching results directly based on existing rules without running a new risk assessment.

The screening quota is consumed only when you submit an address or transaction for **risk screening**.

### Does Phalcon Compliance have a referral program?

Yes. Share your link from **🎁 Rewards → Invite**. New users who register through it receive **3 free screenings** and **10% off their first purchase**. You receive **3 free screenings per successful invite** and a **10% rebate on the amount paid for their first order**.

Referral balance **does not expire**. You can use it at checkout with no minimum, or request a cash-out from **$100**.

See [Referral Program](/manual/account/referral-program.md) for eligibility, calculation, and payout rules.