When you're buying cryptocurrency, you must pay with either a card or bank transfer. These transactions go through various parties, such as your bank or our partners (banks or payment processors), before they're completed. Any of these parties may refuse your transaction. For example, sometimes it can be your bank that 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.
Card transaction
- Your bank has declined the card transaction: A lot of the time, it is your bank that is declining card transactions. Sometimes the bank does not provide a clear explanation for why the transaction was declined. 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.
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3D Secure verification has failed; all of our card transactions require 3D Secure verification. If your card or bank doesn'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.
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Your transaction has been declined by our payment processor's 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. You can find more information here.
Bank transaction
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The bank transaction comes from an account that is not in your name: If you signed up as an individual, we require that you send bank transactions from an account that is in the same name as the one that appears in your identity documents. Bank transactions from accounts that 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.
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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.
Important
- We will charge an administrative fee when issuing refunds, which covers our related costs.