My card has been declined even though I have enough money to cover the payment. What do I do?

If you've had a card payment declined and you have enough money in your account to cover the payment, there are several conditions that can prevent your payment from going through:

• The card type is not accepted. Not all ATMs and checkouts accept all types of cards. Double check that they accept UnionPay cards. Crypterium card has an EMV chip, make sure you’re using the payment method the point-of-sale machine or ATM is asking for
• The payment amount exceeds your limit (check Fees, limits and rates section for details)
• You’re entering the wrong personal identification (PIN) number. You can get/change your PIN using the Crypterium App. Contact us at [e-mail] or via in-app chat for the assistance
• Your card has been locked by the issuing institution. This often happens when you enter an incorrect PIN at an ATM more than a few times
• Your Crypterium Card has expired. Check the expiration date on your card. Crypterium Cards expire two (2) years after the date of issuance. If the expiration date has passed, that would explain why it declined. You just need to get the new card and activate it
• Our partner was suspicious of the transaction. Most banks reserve the right to decline any transaction they deem to be out of character with your normal spending or withdrawal habits

There are many possible reasons your card was declined. The easiest way to rectify the situation is to contact us at [e-mail], via in-app chat or dial our partner directly at [phone] (available from 9am to 6pm GMT+8, Monday to Friday (excluding holidays in the Philippines)) to resolve the issue. We will be able to narrow down exactly why your card was declined and help you successfully make your withdrawal or purchase