1. I don’t recognize the transaction on my Cryptopay card.

Please lock your card immediately and contact our support team in the live chat or via support@cryptopay.me.

2. I can’t see the refund for my transaction.

Please remember that refund transactions can take up to 8 days, but sometimes they can take even longer. For example, if the merchant has put the refund into pre-authorization, it could take up to 30 days.

If you still haven't received your funds, please contact our support team in the live chat or via support@cryptopay.me.

3. My transaction has the status Accepted, but the funds haven't been credited yet.

Please keep in mind that transactions can take up to 1 -3 days to be processed and credited. Please wait until the transaction changes its status to Settled or Declined.

4. My Cryptopay card is blocked, or transactions have been declined.

Please refer to the reasons below.

Possible Decline Reasons

What should I do?

Your card is inactive

In order to be able to use your plastic card, please activate it first.

Your card is locked

If you have locked it on your own, you will be able to unlock it as well. By the way, here is a guide on how to lock and unload your card, if your card was lost or stolen.

If you haven't done it, please contact our support team in the live chat or via support@cryptopay.me.

Insufficient balance

Please keep in mind that our cards are prepaid, which means you have to top up your card to be able to use it.

Also, if you pay in a currency different from the card currency, please remember to take into account the foreign transaction fee of 3%.

You can learn more about the fees of the Cryptopay card here.

Limit exceeded

You can learn more about the limits of the Cryptopay card here.

Invalid PIN or PIN limit exceeded

You can check your PIN in your account.

If you have changed your PIN, please make sure to synchronize the PIN with the card chip first by simply entering the PIN using an ATM.

If you exceeded your PIN entry attempts, please contact our support team in the live chat or via support@cryptopay.me.

Contactless limit exceeded

The contactless limit is 5 transactions or 150 EUR/GBP in total.

If you reached your limit, please enter the PIN code once again in order to reset the contactless limit.

Incorrect card details or billing address

You can check your card details in your account at any time.

If a service claims that the card details are still incorrect, there is most likely a mismatch in the billing address between the card and the service.

For further help with this, please contact our support team in the live chat or via support@cryptopay.me.

Unsupported country

Unfortunately, your Cryptopay card can't be used worldwide. Please check out this article before you plan your holiday with your Cryptopay card.

The card will be blocked automatically if used in one of those unsupported countries.

For further assistance, please contact our support team in the live chat or via support@cryptopay.me.

Virtual card

Please keep in mind that some online services don't accept virtual cards for reoccurring/subscription payments.

As a solution, we recommend upgrading the card to a plastic card.

Automatic petrol station

Unfortunately, our card can't be used as a payment method at an automatic petrol station.

Card blocked on a specific service (e.g. PlayStation/PSN)

If your card was blocked for some reason on a specific service, we will be able to reissue your card only twice. Unfortunately, we won't be able to reissue your card for the third time.

Regular and reoccurring bans on our cards on a specific site can harm our reputation and lead to long-term losses.

NB: According to the internal decision of the Compliance team, cards primarily used for gambling (e.g. Bet365) can’t be reissued. 
Regular and reoccurring bans on our cards on a specific site can harm our reputation and lead to long-term losses.

Haven't found your issue in the list? 🤔 Please don't hesitate to contact our support team in the live chat or via support@cryptopay.me.

Did this answer your question?