If you’re experiencing an issue with purchasing coins due to the transaction being declined, it’s important to first check that you have introduced the card details correctly and that you have enough funds to make this purchase.
Correct card details but payment still not valid
If you can not complete the payment through the payment form, it might be because:
- Your card is blocked on our site due to infringement of the Terms of Use.
- Your personal details have been blacklisted by internet fraud prevention systems.
Correct card with data verification process required (3D Secure)
In some cases, in order to reinforce the security of online operations, you will be asked to enter additional data when getting coins.
This process is very simple and fast. After having entered your card number, expiration date and CVV in the payment form, you will be redirected to a new screen where, depending on your bank, you will have to enter a secret numerical code that can be obtained in the following ways:
- Your bank will send you an SMS with the numerical code you have to enter.
- Your bank has previously provided you with a card with numerical values which you should consult to accurately identify the requested code.
Payment was debited but no coins were delivered
Review your Coins activity in the Wallet menu of your account SETTINGS to verify if you’ve received the coins or if they are indeed missing.
Make sure that you are connected with the username used to make the purchase and remember that having more than one account per person is not allowed to avoid this kind of situation.
Sometimes bank processes can take longer than expected, and due to intermediary retentions, coins can take a few minutes to appear in your member account. This delay should not exceed 30 min.
Coins received and then reversed
When the bank or payment provider sends us a refund request, we remove the corresponding coins. Review your Coins activity in the Wallet menu of your account.
Contact Support
If you are experiencing issues buying coins with your card, please log in with your username and password, send a ticket to our Support Team with detailed information, and we will gladly assist you.
