When you're buying cryptocurrency you must pay with either a card or bank transaction. These transactions go through various parties, such as your bank or our partners (banks or payment processors), before they're completed. Your transaction can be declined by either of these parties. For example, sometimes it can be your bank who is declining our request to charge your card.
Card or bank transactions are declined for various reasons, the most common of which are listed below.
- Your bank has declined the card transaction: a lot of the times it is your bank who is declining card transactions. The reason for which the transaction has been declined is not always made clear by the bank. We will inform you that we have tried charging your card but your bank declined our request. In such a case, it is best to contact your bank and ask them why and to allow the purchase.
3D Secure verification has failed: all of our card transaction require 3D Secure verification. If your card or bank don't support 3D Secure, the transaction will fail. If your institution supports 3D Secure, you'll have to complete this step of the transaction correctly.
Your transaction has been declined by our payment processors' risk engine - this happens before your card is charged. This is an automated process designed to protect both you and us from transactions that pose a certain risk. Risk engines work very well most of the time but, as with any other computer driven process, they can also be a bit too strict. In such a case we might be able to help you, so please contact our support and we'll do our best to get your transaction through. Here's short guide on what to remember before paying by card transaction.
The bank transaction comes from an account which is not in your name: if you signed up as an individual, we require that you send bank transactions from an account which is in the same name as the one which appears in your identity documents. Bank transactions from accounts which are not opened in your name will be refunded. If you own the account together with someone else, we will reach out to you and request proof that the account is jointly owned.
- The bank transaction amount is much higher than your trade amount or lower than our minimum trade limit for buying
- There is no trade to which we can link your bank transaction: if you didn't create a trade before sending the bank transaction, we cannot process it. If we can identify your account based on the details in your transaction, we will reach out to you and request that you create a trade. If we cannot do this, we will refund your transaction.
You sent the transaction to a bank we don't work with anymore - always send your bank transaction to the details we show you on our platform. Sometimes we change banks and accounts, so it's important to make sure the account you're sending to is the correct one. Sending a bank transaction to a closed or non-operational account will result in a refunded transaction.
- We will charge an administrative fee when issuing refunds which covers our related costs.