Transaction Dispute or Chargeback

What is a transaction reversal?

A transaction reversal, also known as a chargeback or dispute, is a process to request a
refund from a merchant. If you need to initiate a reversal, follow these steps:

1. Confirm the transaction is completed: Only completed transactions are eligible for a refund or chargeback. Pending transactions cannot be reversed or refunded until they are fully processed.
2. Contact the merchant directly: Your first step should be to request a refund from the merchant. Often, this resolves the issue without requiring further action.
3. If the merchant refuses a refund: If you believe you are entitled to a refund but the merchant is uncooperative, you can raise a dispute Login in to your app and navigate to cards dashboard > transactions > report transaction

Information needed for a dispute

To ensure your dispute is handled quickly and effectively, provide the following details:
● A clear description of the situation:
Include details about what was purchased and the reason for requesting a refund. Provide as much factual information as possible.
● Proof of purchase:
Share any relevant documentation, such as receipts, photos, terms of purchase, invoices, or links to the product or service purchased online.
● Copies of communication with the merchant:
Include all correspondence, such as emails or chat logs, to show the steps you took to resolve the issue with the merchant.

What happens after submitting a dispute?

Once your dispute has been submitted:
● The dispute will be reviewed, and the chargeback process will begin.
● You will be notified of the outcome once the review is complete. This can take up to 60 days.

There is no guarantee that a dispute transaction request will be accepted. If the chargeback
is successful, you will receive a refund for the agreed amount, which may be all or part of the
disputed transaction amount

Managing Subscription payment issues

What should you do if you notice an unwanted subscription payment?

If you encounter an unexpected or unwanted subscription charge, follow these steps:

1. Contact the merchant directly: Reach out to the merchant providing the subscription service. Work with them to cancel the subscription and request a refund for any overpaid amounts.
2. If the subscription is already canceled but charges continue: If you have canceled the subscription and continue to see charges, or if the merchant refuses to provide a refund, cancel your card. Gather the following information to raise a transaction dispute request through your app as soon as possible. Login in to your app and navigate to cards dashboard > transactions > report transaction:
   ● Date of the transaction
   ● Transaction amount
   ● Transaction Reference number
   ● Merchant name
   ● Any relevant information about the subscription service, such as terms and conditions, proof of cancellation and any correspondence with the merchant.

What tips can you use to avoid unwanted subscription charges?

1. Set reminders for free trials: Add a reminder to your phone or calendar a few days before a free trial ends. This helps ensure you cancel the subscription before being charged.
2. Review your account regularly: Check your account for active subscriptions and cancel any services you no longer use to avoid unnecessary charges.

Unauthorized Payment Alerts

What to do if you receive an authorization code but did not initiate a transaction

When making online purchases, you may be required to authenticate your payment by entering a one-time passcode (OTP) sent to your registered mobile number. If you did not initiate the transaction, follow these steps:

1. Immediately freeze or cancel your card: To prevent further unauthorized transaction attempts, suspend or cancel your card using the card management portal or app.
2. Verify with family or other authorized users: Check whether someone else with access to your card details may have mistakenly used your card.
3. Check your transaction history: Review your recent transactions for any suspicious or unauthorized charges. If you find anything suspicious, go to your app and navigate to cards dashboard > transactions > report transaction to submit a transaction dispute request.
4. Request a new card: Request a new card to ensure secure shopping going forward

Privacy/Data Breach

What is a privacy or data breach?

A privacy or data breach occurs when unauthorized individuals access personal or financial information, such as card numbers, account details, or other sensitive data. This information may be exposed or misused without your consent.

How can you tell if your data has been breached?

If your data has been compromised, you may notice:
● Unexplained card use transactions or changes in your account.
● Unusual activity, such as unfamiliar login attempts or password reset notifications.
● Notifications from merchants or service providers stating that your data has been exposed.

What should you do if you suspect a data breach?

If you believe your personal information has been compromised, take these steps:

1. Change passwords: Update your passwords for financial, email, and other critical accounts. Use strong, unique passwords to secure them.
2. Monitor your account: Review recent card use transactions and account activity for any unauthorized use of your card, account or information.
3. Review your recent card transactions for any suspicious or unauthorized charges: If you find anything suspicious, report a fraudulent transaction by going to your app and navigating to cardsdashboard > transactions > report transaction to submit a transaction dispute request.

Should you contact other institutions?

Yes, notify your other financial institutions, including banks and credit card companies, to ensure no additional accounts have been compromised. You may also want to place fraud alerts with credit bureaus to protect against further unauthorized activity.

Will you be liable for fraudulent card transactions caused by a breach?

If you report the breach promptly, you will not be held liable for any card related fraudulent charges made after the reported breach. Any further un-authorized card transactions will be declined.

How can you protect your data in the future?

To reduce the risk of data breaches, follow these tips:

1. Use strong, unique passwords for all accounts, especially financial and email accounts.
2. Enable two-factor authentication (2FA) for added security.
3. Be cautious of phishing scams and avoid clicking on suspicious links or sharing personal information through untrusted sources.

Can you request a new card after a breach?

If your data has been compromised, you can request a replacement card through the app.

Stolen Identity

What is identity theft?

Identity theft occurs when someone uses your personal or financial information without permission to commit fraud. This might involve using your name, card details, or other personal data for unauthorized purchases or to open credit accounts.

How can you tell if your identity has been stolen?

Here are some warning signs that your identity may have been stolen:
● Unfamiliar transactions appear on your account.
● You receive notifications or bills for accounts or services you didn’t open.
● You receive goods or services you didn’t order.

If you notice any of these signs, report them immediately

What should you do if you suspect identity theft?

If you think your identity has been stolen, take these steps immediately:

1. Suspend your card: Block or suspend your card through the app or online portal to prevent further unauthorized activity.
2. Change passwords: Update passwords for related accounts, especially financial and email accounts, to secure them against further unauthorized access.
3. Review transactions: Check your recent transaction history and identify any unauthorized or suspicious activity. If you identify a suspicious transaction, you can raise a disputed transaction request through your app. Navigate to cards dashboard > transactions > report transaction to submit a transaction dispute request. You will be required to provide the following information:
   ● Date of the transaction(s).
   ● Transaction amount(s).
   ● Reference number(s).
   ● Merchant name(s).
   ● Why you consider the transaction to be fraudulent

The support team will begin investigating the transactions.

Should you contact other institutions?

Yes, you should also:

1. Notify your bank or financial institutions about the suspected identity theft.
2. Contact national credit reporting agencies to place a fraud alert or freeze on your credit report. This can prevent new accounts from being opened in your name.

How can you protect yourself from identity theft in the future?

To help protect your identity, follow these tips:
● Use strong, unique passwords for all your online accounts and update them regularly.
● Avoid sharing personal or financial information through suspicious emails or links (phishing).
● Monitor your account and credit report frequently for unusual activity.

How can you request a new card after reporting identity theft?

Once the investigation is complete and your account is secure, you can request a new card through the app.

Identity Verification during onboarding

Why is Identity Verification necessary?

Identity Verification, also known as Know Your Customer (KYC) is a mandatory process to comply with regulations, and prevent fraud. Completing identity verification is required before you can access certain account features, such as creating a card.

What to do if you encounter issues completing Identity Verification
If you’re experiencing problems with Identity Verification, follow these steps to troubleshoot:

1. Ensure document clarity and validity: If your documents are blurry, expired, or do not meet the required standards, your identity verification may be rejected. Make sure you submit clear, valid documents.
2. Check for submission errors: Double-check all required fields and ensure you’ve uploaded the correct documents.
3. Address technical issues: If the page isn’t loading or the submission fails, try refreshing the page, logging out and back in, or using a different device or browser.
4. Contact support: If the issue persists, you can use the link provided in your Identity Verification email or reach out to us here. You will need the reference number from your Identity Verification email to raise a request for help.

Common errors that might occur during identity verification

Here are some common problems you might encounter during the identity verification process:
● Rejected documents: Submitting expired, invalid, or unclear documents can result in rejection.
● Incomplete information: Ensure you’ve provided all required details, such as address and a selfie.
● Technical issues: Network errors or system problems might interrupt the process. Check your connection and try again later.
● Account restrictions: Regulatory requirements or previous identity verification rejections might prevent you from moving forward.

Why your Identity Verification might be declined

Your identity verification may be declined for the following reasons:
● Blurry or unclear documents: Make sure all identification and proof of address documents are clear and legible.
● Expired or invalid documents: Only submit valid, unexpired documents such as passports or driver’s licenses.
● Mismatched information: Ensure the details on your documents match the information you provided.
● Unacceptable document types: Use only approved documents for verification (e.g., passports, driver’s licenses).
● Corrupted or incomplete file uploads: Make sure your documents are fully uploaded and not corrupted.
● Selfie verification failure: Your selfie must match the photo on your ID, and the image must be clear.
● Regulatory restrictions: Your identity verification may be declined if there are compliance concerns based on your country or account type.
● Suspicious activity: Any signs of fraudulent behavior may result in your application being flagged and declined.

How long does identity verification take?

Identity verification typically takes anywhere from a few minutes to a few business days,
depending on the verification method and whether additional manual checks are needed.

Fees

What types of fees might you encounter?

As a cardholder, you may encounter various fees, such as:
● Transaction fees: Fees for purchases, withdrawals, or currency conversions.
● Cryptocurrency transaction fees: Fees related to network or gas costs for crypto transactions.

How can you review fees applied to your account?

To understand the fees associated with your account:

1. Check your transaction history: Review your account statement or transaction history through the app to identify any applied fees.
2. Access the fee schedule: Refer to the full fee schedule outlined in the service terms and conditions. This document provides clarity on applicable fees and when they may be charged.

Cancel Card

Why would you need to cancel your card?

You may need to cancel your card if it is lost, stolen, compromised, or simply no longer needed. Canceling ensures the card cannot be used by you or an unauthorised user for any further transactions.

How can you cancel your card?

To cancel your card, follow these steps:

1. Log in to your account.
2. Navigate to the card management section.
3. Select the option to cancel your card.

What happens after you cancel your card?

Once your card is canceled:
● The card will be permanently disabled, and no further transactions can be made.
● Any transactions already authorized before the cancellation will still be processed.
● You can request a replacement card if needed.

Can a card cancellation be reversed?

No. Once a card is permanently canceled, it cannot be reactivated. If you need a card again, you’ll need to request a new one.

Will canceling your card affect subscriptions?

Yes. Canceling your card will stop any future subscription payments linked to it. To avoid interruptions, create a new card and update your payment information with the services you use.

How can you request a new card after cancellation?

If you need a new card:

1. Go to the card management section
2. Select the option to create a new card.

Transaction declined

Why might your transaction be declined?

There are several common reasons why a transaction might be declined. Check the following possible causes:

1. Connectivity issues between the merchant and payment processor: Sometimes, connection problems between the merchant’s platform and the payment system may occur. Try re-entering your card details and attempting the transaction again.
2. Incompatibility with the merchant’s payment platform: Some merchants may not accept certain card types. If this happens, consider using an alternative payment method.
3. Security block: Transactions may be blocked due to security concerns.
4. Insufficient funds: If your account does not have enough funds to cover the purchase, the transaction will be declined. Check your balance and add funds if needed.
5. Suspected fraudulent transaction: Transactions may be stopped if they appear suspicious or fraudulent. You may be contacted to confirm whether the transaction is authentic.

Why don’t declined transactions appear in your transaction history?

Declined transactions do not appear in your transaction history because the payment did
not complete.

Google Pay

How do you set up Google Pay?

Before you start, ensure you have the following:
● Your card details, including the card number, CVV, and expiry date.
● A device running Android 9 or higher.
● An NFC-enabled phone. To check if your phone supports NFC, open Settings.
In the search bar, type "NFC" and toggle it on. If you can’t find NFC, your phone does not support contactless payments.

How to set up Google Pay on your Android device

1. Open the Google Wallet app on your Android device.
2. Tap the + Add to Wallet button.
3. Follow the steps to add your card details, and read and agree to the terms and conditions.
4. For security reasons, you may receive a verification code via TXT to your registered mobile number to complete your identity verification.

Once your card has been successfully added and activated:
● You will see a confirmation on the screen.
● You will also receive a TXT message to your registered mobile number confirming your card is activated.

You can add the same card to multiple Android devices.

How to set your card as the default for Google Pay

To make a card the default payment method for in-store purchases:

1. Open the Google Wallet app.
2. At the top, swipe from the right edge of the screen until you find the card you want to set as the default.
3. Tap the card.
4. At the bottom, tap Details > Make default for tap to pay.

For online payments, you can select which card to use at checkout each time you make a payment.

Why can’t you add your card to Google Wallet?

If you’re having trouble adding your card to Google Wallet, these may be the causes:

1. “Couldn’t finish card setup for tap to pay”: An issue occurred during the setup. Try again later.
2. “This phone can’t be set up to tap to pay”: This issue may occur due to:
   ● No NFC technology: Your phone must support NFC for contactless payments. Check if NFC is enabled.
   ● Security standards not met: If your phone has technical modifications, it may not meet security requirements.
   ● Rooted device: Modified software can compromise security and cause issues with Google Pay.
   ● Custom ROM or unlocked bootloader: Modified operating systems or bootloaders may not meet Google Pay’s security requirements.
   ● Uncertified software: Software that isn’t approved by the manufacturer or Google may prevent contactless payments.

If your card can’t be set up for tap to pay, you can still use it to:
● Purchase Google products and services.
● Pay on apps or websites that support Google Pay or have a "Buy with GPay" button.

What happens if you don’t receive a verification code?

If you didn’t receive the OTP (one-time passcode), then:
● Try alternative OTP delivery method eg: email
● The phone number and/or email address held by us may be incorrect. You will need to create a new wallet and card. You may be required to perform Identity Verification.

What happens if you lose your Android device or it’s stolen?

If you lose your device:

1. Use Find My Device to locate, lock, or erase your device remotely.
2. Cancel your cards via your app or portal to prevent unauthorized access.

What to do if you suspect fraud on your Android device or card

If you become aware of or suspect any of the following:
● Lost or stolen device or SIM card: Your Android device or the SIM card for your device is lost or stolen.
● Compromised credentials: Someone else knows or may know your card PIN, passcode, or how to unlock your Android device.
● Unauthorized number transfer: The telephone number for your Android device is transferred to someone else without your permission, and you are suddenly disconnected from your mobile service. This may indicate you have been subject to mobile phone fraud.
● Suspected security breach: You suspect a security breach has occurred in relation to your Android device or Google Pay.
● Fraudulent card use: There has been unlawful, fraudulent, or improper use of your card, whether through Google Pay or otherwise.

Take immediate action by:
● Changing your Google password to prevent unauthorized access.
● Remotely log out and change passwords on important accounts such as banking, email and social media.
● Deauthorize a stolen phone at Google Security.
● Contact your mobile carrier to suspend or block your SIM card and prevent unauthorized calls/messages.
● Monitor your account for any unusual card transaction activity. You can report any suspicious card use through your Pera Wallet app.

What is the cost to set up Google Pay?

There is no cost to set up or use Google Pay. However, standard transaction fees and currency conversion fees may apply.

Is Google Pay secure?

Yes, Google Pay is secure. Here’s why:
● Google Pay protects payment information with multiple layers of security.
● Your physical card number is not stored on the device. Instead, a virtual account number is used.
● At checkout, the retailer receives the virtual account number, not your actual card details.
● Payments are transmitted using NFC, which only works within a few inches of the terminal, reducing the risk of theft.

Tips for security:
● Do not share your passcode or register others’ fingerprints on your device.
● Set up Find My Device to locate, secure, or erase your device remotely if needed.

How do you make payments using Google Pay?

1. In-store payments:
   ● Unlock your phone and hold it near the payment terminal. A blue checkmark confirms the payment.
   ● For smaller transactions, you may not need to unlock your phone, depending on your region.
2. Online or in-app payments:
   ● At checkout, select the Google Pay button and follow the on-screen instructions to complete your order.

Can you add multiple cards to Google Pay?

Yes, there are no restrictions on the number of cards you can add to Google Wallet.

Where can you see your Google Pay transactions?

To view your Google Pay transactions:
● Open the Google Wallet app.
● Tap on your card to see the transactions associated with it.

Blocked Account

Why might your account be blocked?

Your account may be blocked for several reasons. Here are some common causes:

1. Suspicious activity: Unusual or suspicious activity detected on your account could lead to a block to protect your funds and personal information.
2. Unverified account information: If you haven’t completed the required Identity Verification, your account may be blocked until the necessary information is provided.
3. Policy violations: Your account may be blocked if there’s a violation of the terms of service, such as engaging in fraudulent transactions, misuse of the account, or triggering Anti-Money Laundering (AML) or Counter-Terrorism Financing (CFT) flags.

What to do if your account is blocked

If your account is blocked, follow these steps:

● Complete any pending verification:
If the block is due to incomplete KYC or other verifications, submit the necessary documents or information to verify your identity.

How to prevent your account from being blocked in the future

To help avoid account blocks, follow these tips:

1. Complete all verification steps: Submit Identity Verification and other account verification documents promptly to avoid restrictions.
2. Monitor account activity: Regularly review your transaction history for any unusual activity that could trigger your account to be blocked.
3. Use strong passwords and enable two-factor authentication (2FA): Securing your account with a strong password and 2FA minimizes the risk of unauthorized access and security-related blocks.
4. Follow terms of service: Familiarize yourself with our terms and conditions to avoid policy violations that could result in a block.

How to use Apple Pay

How Do You Set Up Apple Pay?

To set up Apple Pay, you’ll need:
● Your card details, including the card number, CVV, and expiry date.
● An iOS device that’s compatible with Apple Pay (you can check compatibility here).

Follow these steps:

1. Open the Wallet app on your device and tap the "+" sign.
2. Follow the prompts to add your card.
3. Read and agree to the terms and conditions.
4. For security purposes, you may be asked to verify with a one-time passcode (OTP). You can choose to receive this via text or email.

If you need more help, refer to the Apple Pay Help Center.

Why Can’t You Add Your Card to Apple Wallet?

If you’re having trouble adding your card, check the following:

1. Ensure Your Device is Compatible:
   ● Your device must be running the latest version of iOS, watchOS, or macOS.
   ● Your device needs to have Face ID, Touch ID, or a passcode set up.
2. Check for Service or Connection Issues: Ensure there are no service disruptions affecting Apple Pay.
3. Review Your Apple ID Details: If you’ve recently changed your Apple ID password, phone number, or email address, you may need to wait before adding your card due to security checks.
4. Check the you have not reached the maximum number of cards on your device: the following maximums apply:
   iOS 15:
   ● iPhone 6s and 7: 8
   ● iPhone 8: 12
   ● iPhone XS and later: 16

iOS 17:
● No restriction

What Happens If You Don’t Receive the Verification Code?

If you didn’t receive the OTP (one-time passcode), then:
● Try alternative OTP delivery method eg: email
● The phone number and/or email address held by us may be incorrect. You will need to create a new wallet and card. You may be required to perform Identity Verification.

What should you do if your device is lost or stolen?

You have two options:

1. If Find My iPhone is enabled, you can use it to suspend or permanently remove the ability to pay with Apple Pay from the lost device.
2. You can remove your cards through your Apple ID account page. Sign in, select the lost device, go to the Apple Pay section, and click Remove or Remove All.

Even if the lost device is offline or not connected to WiFi or cellular data, your card(s) will still be suspended or removed from Apple Pay.

What’s the Cost of Using Apple Pay?

There’s no cost to set up and use Apple Pay. However, standard transaction and currency conversion fees may still apply.

How Secure Is Apple Pay?

Apple Pay is highly secure:
● Every transaction requires authentication through Face ID, Touch ID, or your passcode.
● Your full card number is never stored on your device or shared with merchants.
● Apple Pay uses a device-specific number and unique transaction reference for each purchase.

Important: Avoid registering fingerprints or sharing passcodes with others while your card is active in Apple Pay.

How Do You Make Payments Using Apple Pay?

In-Store:

1. Hold your phone over the payment terminal.
2. Authenticate using Face ID, Touch ID, or your passcode.
3. By default, the transaction will use your default card. If you want to use a different card:
   ● Double-click the side or home button.
   ● Swipe to select the desired card.
   ● Hold your phone near the terminal to complete the transaction. An internet connection is not required for in-store payments.

Online or In-App:

1. Look for the Apple Pay icon at checkout.
2. Select the card you want to use.
3. Authenticate using Touch ID or Face ID.

How Many Cards Can You Add to Apple Pay?

The following maximums apply:
iOS 15:
● iPhone 6s and 7: 8
● iPhone 8: 12
● iPhone XS and later: 16

iOS 17:
● No restriction

Where Can You See Your Apple Pay Transactions?

You can view your Apple Pay transactions in the Wallet app. Simply select your card, and your recent transactions will be displayed.

Account / Wallet

Why might you experience issues with your account or wallet?

You may encounter various issues with your account or wallet. Consider these common causes and solutions:

1. Connectivity issues with the platform: If you’re having trouble accessing your account, check your internet connection. Try refreshing the app or logging out and back in.
2. Outdated app or wallet version: Using an outdated app or wallet version can cause errors. Update your app or wallet software to the latest version to avoid compatibility issues.
3. Account verification problems: If you haven’t completed required verification steps (such as identity verification), your account may be restricted. Check for any pending verifications and complete them to restore full access.
4. Insufficient funds: Ensure your wallet has sufficient funds for transactions. If your balance is low, top up your wallet as needed.
5. Locked or restricted account: Accounts may be locked or restricted due to security concerns or policy violations.

What to do if you cannot access your account

If you’re having trouble accessing your account, try these steps:

1. Check your login credentials: For non-custodial solutions: Make sure you’re selecting the correct wallet address when connecting your wallet.
2. Verify your internet connection: A stable internet connection is essential for accessing your account or wallet. Check your connection and troubleshoot any issues.
3. Contact support: If the problem persists, contact our support team here. Provide detailed information about the issue to help them troubleshoot effectively.

Compromised Keys

How can you tell if your private keys have been compromised?

Signs that your private keys may be compromised include:
● Unexplained transactions involving your cryptocurrency or digital assets.
● Unauthorized transfers or withdrawals from your wallet.
● Notifications of access from unfamiliar devices or locations.

If you notice any of these signs, take immediate action to secure your assets.

What should you do if your private keys have been compromised?

If you suspect your private keys are compromised, follow these steps:

1. Immediately transfer your assets to a secure wallet: Move your digital assets to a new wallet with fresh, uncompromised private keys.
2. Stop using the compromised keys: Cease all use of the compromised private keys and generate new keys from a secure source.

What additional steps should you take?

To further protect your accounts and assets:

1. Change all related passwords: Update passwords for wallets, exchanges, and accounts associated with your private keys.
2. Enable two-factor authentication (2FA):Add an extra layer of security to your accounts by enabling 2FA wherever possible.
3. Monitor for suspicious activity: Keep an eye on your accounts and wallets for any unusual activity.

Will you be liable for losses due to compromised private keys?

Private keys are solely the responsibility of the holder. Unfortunately, losses due to compromised private keys are generally not recoverable.

How can you protect your private keys in the future?

To safeguard your private keys, follow these best practices:

1. Use hardware wallets: Store private keys securely in offline, hardware wallets.
2. Keep backups in secure locations: Store backup copies of your private keys in secure, offline locations.
3. Never share your private keys: Do not share private keys with anyone, including family, police, or staff, and avoid storing them in easily accessible digital formats such as cloud storage.

Can you recover compromised assets?

Recovery of assets transferred out of your wallet after the keys were compromised is often challenging. You should report unauthorized transactions to relevant exchanges and/or authorities.

Balances

What are common issues with account balances?

You may encounter several balance-related problems, including:
● Incorrect balance displayed: The balance shown in the account does not reflect the correct amount.
● Unexpected deductions or additions: Funds appear to be missing or added without explanation.
● Delays in balance updates: Recent transactions are not reflected in the balance immediately.
● Discrepancies between available and current balance: Holds or pending transactions may cause differences between the available and current balance.

How can you check and verify your account balance?

To verify your account balance, follow these steps:

1. Review transaction history: Check your recent transactions through the app to identify any unexpected activity.
2. Check for pending transactions: Pending transactions may temporarily affect your available balance until they are fully processed.
3. Confirm recent deposits or withdrawals: Account for any recent transactions that may not yet be reflected in your balance.
4. Refresh: Refresh your app or log out and back in to view the most up-to-date balance.

What should you do if your balance appears incorrect?

If your balance seems incorrect, try these steps:

1. Review all transactions: Examine your transaction history, including pending ones, for any unfamiliar charges.
2. Look for holds or pre-authorizations: Certain merchants may place temporary holds on your funds, reducing your available balance.
3. Update your app: Ensure you’re using the latest version of the app or try accessing your account from a different device.

Unhandled Error

What should you do if you encounter an unhandled error?

If you experience an unhandled error while using our app, follow these steps to troubleshoot and resolve the issue:

1. Refresh or restart the app:
   ● Refresh the page or log out and log back into the app.
   ● If the error persists, close the app completely and restart it.
2. Check for app updates:
   ● Ensure you are using the latest version of the app.
3. Gather error details:
   Collect the following information to help with troubleshooting:
   ● A description of what you were doing when the error occurred.
   ● Any error messages or codes displayed on the screen.
   ● The time and date of the error.
   ● Screenshots or screen recordings, if possible.
   ● Your mobile or browser type and version.
4. Contact support:
   ● If the issue persists, reach out to our support team here
   ● Share the collected details to help us investigate the issue effectively.

Phishing or Scam

What should you do if you suspect phishing or a scam?

If you suspect you have encountered a phishing attempt or scam, follow these steps:

1. Do not engage with the sender: Avoid clicking any links, downloading attachments, or responding to the message. Phishing attempts often come through emails, text messages, or phone calls claiming to be from legitimate sources.
2. Never share sensitive information: Remember, legitimate services will never ask for sensitive information such as:
   ● Private keys
   ● Card details (e.g., full card number, CVV)
   ● Account passwords or one-time passcodes (OTPs)
   ● Personal identification numbers (PINs)
3. If you receive any requests for this type of information, it is likely a phishing attempt or scam.
4. Verify the legitimacy of contact through an official website or in your app, rather than using any provided links.
5. Check your account for suspicious activity: Log into your account and review recent transaction history for any unauthorized charges or unusual activity. If you notice anything suspicious, cancel your card immediately. You can report any suspicious card use through your app. Navigate to cards dashboard > transactions > report transaction to submit a transaction dispute request.
6. Reset account credentials: If you clicked on any links or shared sensitive information, reset your password immediately and enable two-factor authentication (if applicable) to secure your account.

Updated on: 14/05/2025