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Deposit Troubleshooting

Step-by-step instructions and solutions to common issues with deposits.

David Klein avatar
Written by David Klein
Updated over 2 weeks ago

Welcome to our deposit troubleshooting guide. Here you'll find step-by-step instructions and solutions to common challenges for a smooth deposit experience.

Credit Card Deposit

If a card deposit is declined, it is usually due to incorrect information in the deposit details. Please verify all the information you entered and try the deposit again. If your deposit is still declined, refer to the possible reasons and solutions below:

  1. Name Mismatch:
    The name on your card does not match the name you entered in the deposit details. Ensure that the name matches exactly as it appears on your credit card.

  2. Address Mismatch:
    The address associated with your card does not match the address you entered in the deposit details. The address used for the deposit must match the one listed on your credit or debit card account.

  3. Incorrect CVV2:
    The three-digit security code (CVV2) on the back of your card does not match the information entered in the deposit details. Check the CVV code on the back of your card and try the deposit again.

  4. Card Limit Reached:
    The transaction exceeds your card's limit. Contact your bank or card issuer to temporarily increase or remove the limit.

  5. Insufficient Funds:
    The deposit amount exceeds the available balance on your credit or debit card. Verify your card's balance and try again.

  6. Prepaid Card Restrictions:
    Prepaid credit or debit cards may not be accepted because the origin of the funds cannot be verified. Consider using a standard credit or debit card.

  7. 3D Secure (3Ds) Issues:

    • Verify that your card supports 3D Secure (3Ds) technology.

    • Ensure a financial number is assigned to the card (e.g., you receive bank notifications).

    • Reboot your phone to resolve any SMS delivery issues from your mobile operator.

    • Clear your browser history, cache, and cookies. Reload the page and repeat the payment process. Alternatively, try using a different browser or payment device.

If the issue persists after checking the above, consider contacting your card issuer or bank for further assistance.

SEPA Deposit

When making a SEPA deposit, please ensure all required fields are filled in accurately. Additionally, the first and last names must each contain at least two letters.

Example:

Tips for Successful SEPA Deposits

  1. Limit Reached:
    If your transaction exceeds the account limit, you can contact your bank to temporarily remove or increase the limit.

  2. Insufficient Funds:
    Ensure the deposit amount does not exceed the available balance in your account.

  3. Processing Time:
    Please note that SEPA payment processing may take up to 24 hours.

PIX Deposit

When making a PIX deposit, ensure that all required fields are completed accurately. Below are the required parameters and example formats:

Tips for Successful PIX Deposits

  1. Each word in the first and last name must contain at least two characters.

  2. The CPF number can be up to 18 characters long, but typically consists of 11 characters.

Bank Transfer Deposit

When making a bank transfer deposit, ensure all required fields are completed accurately. Make sure there are no extra characters in the first and last names (e.g., ;%:?!";). Below are the required parameters and example formats:

  • Payer's Name: John

  • Payer's Surname: Smith

  • Payer's Phone Number: 420000000000

  • Payer's Email: [email protected]

  • Payer's Country Code: PL

  • Payer's City: Gdansk

  • Payer's Address: Volodimirska Str

  • Payer's Postal Code: 000111

Tips for Successful Bank Transfer Deposits

  1. Limit Reached:
    If the transaction exceeds the account limit, you can contact your bank to temporarily remove or increase the limit.

  2. Insufficient Funds:
    Ensure the deposit amount does not exceed the available balance in your account.

  3. Processing Time:
    Please note that bank transfer payments may take up to 24 hours to process.

Bancontact Deposit

When making a deposit using a Bancontact card, ensure all entered information is correct. Verify the following details:

  • Card Number: Must be accurate (e.g., 4444 3333 2222 1111).

  • CVC: Enter the correct three-digit security code (e.g., 123).

  • Expiration Date/Month: Ensure it matches the details on your card.

Tips for Successful Bancontact Deposits

  1. Bancontact Temporary Limits:
    - Email limits 3 successful attempts in less than 1 hour
    - Email limits 5 successful attempts in 24 hours
    - Email limits 20 successful attempts within 7 days
    - Email limits 50 successful attempts within 28 days
    - Limits via IP: 3 successful attempts in less than 1 hour
    - Limits via I:P 5 successful attempts in 24 hours
    - Limits Via IP: 10 successful attempts within 7 days
    - Limits Via I:P 20 successful attempts within 28 days

  1. Amount Limit Reached:
    If the deposit exceeds the card's limit, contact your bank to temporarily remove or increase the limit.

  2. Insufficient Funds:
    Ensure the deposit amount does not exceed the available balance in your bank account.

UPI Deposit

To make a successful deposit with UPI, please proceed with the next steps:

  1. Scan QR Code

  2. When you enter the displayed UPI account number for deposit, please pay attention to whether the entered UPI account number is correct. A deposit into the wrong account cannot be refunded.

  3. After paying from the following payment options: PayTM, PhonePE, GooglePay, BHIM, etc.

  4. Important reminder: After completing the UPI transaction, please backfill Ref No./UTR No./Google Pay: UPI Transaction ID/Freecharge: Transaction ID (12digits). If you do not backfill UTR, 100% then the funds will not be automatically credited to your balance, but it will be necessary to credit the funds manually after providing a payment receipt. Be careful with the deposit data so that your funds are credited to your balance as quickly as possible.

Mercado Pago Deposit

Please note that the payments may be delayed by up to 24 hours in the payment system. Funds will be credited immediately after system confirmation. This process is automatic. We apologize for any delay.

1. Check the name field on the payment form:

If it is empty, enter the name that matches your bank details.

If it is filled in, double-check that it is correct (IMPORTANT!).

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2. Copy the CVU/CBU indicated on the payment form.

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3. Open the banking app you will use to make the payment.

4. Select the "Continue with CVU/CBU" option.

5. Paste the copied CVU/CBU into the banking app and confirm the transaction.

6. Return to the payment page.

7. Click the "Deposit" button and wait for the payment to be processed.

Payment was successful, but the funds did not appear in your balance

If you have successfully confirmed your payment and the amount was deducted from your card, but the deposit was not credited to your balance, please wait 10-60 minutes. The payment provider may still be processing your transaction.

In case, after 60 minutes, your balance is still missing, please contact us via chat and provide us with the receipt for your deposit.

The receipt should include the following information:

  1. Amount of payment.

  2. Time of payment.

  3. Number or ID of transaction.

  4. Information about both sender and recipient.

If you have any questions or need assistance, feel free to reach out to our technical support chat — we're always here to help!

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