Troubleshooting

My card was declined. What could be the reason?

Common reasons for a declined transaction include:

• Insufficient balance — ensure you have enough USDC funds to cover the transaction amount plus fees.
• Card is frozen — check the Cards section of your app and unfreeze if needed.
• 3D Secure authentication failed — some online merchants require Verified by Visa confirmation; ensure you complete the authentication step.
• Merchant category (MCC) restriction — certain merchant categories (e.g., gambling, adult content) may be blocked at the card network level.
• Geographic restriction — transactions in sanctioned territories will be declined.

A transaction shows as pending for a long time. Is that normal?

Most card transactions settle within 1–3 business days. Pending authorisations are normal and will either settle or expire automatically. If a pending transaction remains unresolved after 5 business days, contact support.

I was charged but didn't receive the goods or service. What can I do?

First, contact the merchant directly to resolve the issue. If the merchant is unresponsive or unwilling to resolve it, you can initiate a Visa dispute by contacting [email protected]. Provide the transaction date, amount, merchant name, and a description of the issue.