Most declined payments come from a frozen card, a low balance, a payment type that is switched off or a limit you reached. Open your card and check Freeze, the balance, Card settings and Limits. A declined payment is not charged.
On this page
Start with the section that matches your problem. Most card problems can be solved on the card screen in the Cards tab.
Payment declined
Check these points in order:
- Frozen card. If the button under the card reads Unfreeze, the card is frozen. Tap Unfreeze.
- Balance. The amount under "Available to spend" must cover the payment. A payment in a currency other than US dollars also carries the 1.5% FX fee.
- Payment type. Open Card settings with the settings icon. Under Payment settings, check that Online transactions, Contactless or ATM withdrawals is switched on for the kind of payment you tried.
- Your own limits. Tap Limits. Purchases stop when you reach your Monthly limit, and a payment above your Per-purchase maximum is refused.
- Verification level. Until your full verification is approved, a lower monthly limit applies. See Limits.
- Physical card not activated. A new physical card works after you tap Activate Card and enter the last 4 digits and the CVV.
A declined payment is not charged. If all points are fine and the payment still fails, contact support in the chat inside the app and name the time and the merchant.
If the card screen shows "Account disabled, contact support.", the card account was disabled. Contact support. Nothing in the app can lift it.
Top-up not arrived
A top-up usually takes about 2 minutes, and the balance updates a few minutes after "Top-up sent". Refresh the card screen first. If the conversion could not complete, the asset you sent is back in your wallet. Do not send the same top-up twice. All cases are in How to top up the THORWallet Card.
Verification stuck or rejected
"Verification in progress" for a long time
The card partner Unblock reviews your documents and makes the final decision. The app does not show a waiting time. Documents that do not meet the requirements add several days. You do not need to submit anything again unless the app asks you to. If the status has not changed after several days, contact support in the in-app chat.
"Verification rejected"
Tap Review documents. The app names the document, the reason and what to do. The most common cause is the proof of address: it must be in your name, show exactly your registered address and be issued in the last 3 months. Bank statements, insurance statements and mobile phone bills are not accepted. See Identity verification (KYC) for the card.
"Your card application needs attention" or "Profile incomplete"
Some information is missing or must be updated. Tap Start and complete the marked items.
Verification is completed but there is no card
Open the Cards tab and tap Get your card.
The card cannot be requested or paid
- "Couldn't load your card account." Check your connection and tap Retry.
- "Not enough USDC on ..." The one-off price is paid in USDC on Base, Arbitrum or Ethereum. Add USDC on the named network, plus a small amount of ETH for the network fee.
- "Your payment is being confirmed." Wait a few minutes and come back. Do not pay again.
- "Your payment was declined. You can pay again." The payment did not count. Start the payment again.
- "We couldn't issue your card." Your payment is saved. Try again in a few minutes. You are not charged twice.
- Premium shows "Coming soon". Premium cannot be ordered in the current app version.
- The Cards tab asks for your seed wallet. The card is not available in a vault or a watch-only wallet. Switch to your seed wallet.
Card not available in my country
The card is issued by country of residence. Your proof of address must come from the country where you live. The searchable list on the card page shows which countries are available. If your country is marked as not available, you cannot order the card today, and THORWallet cannot give a date for new countries.
The card cannot be added to a phone wallet
For Apple Wallet, follow the guide under Card settings and Add to Apple Wallet: copy the card number and enter the card details manually in the Wallet app. The app has no guide for Google Wallet. If adding the card fails, contact support.
Support is available in the chat inside the app and at info@thorwallet.org. Support will never ask for your recovery phrase.
Related
- Manage your THORWallet Card
- How to top up the THORWallet Card
- Identity verification (KYC) for the card
- Card fees and limits
Common questions
Why was my card payment declined?
Check that the card is not frozen, that the balance covers the amount, that the payment type is switched on in Card settings and that you have not reached your monthly limit or per-purchase maximum.
Was I charged for a declined payment?
No. A declined payment is not charged to your card balance.
My top-up has not arrived. What should I do?
Wait a few minutes and refresh the card screen. A top-up usually takes about 2 minutes, longer on slow networks. If a conversion cannot complete, the asset is returned to your wallet. Do not send it twice.
Why is my verification still in progress?
The card partner Unblock reviews every application. Documents that do not meet the requirements add several days. You do not need to submit anything again unless the app asks for it.
My country is not available. Can I still get the card?
No. The card is issued by country of residence, and your proof of address must come from that country. The list on the card page shows which countries are available.
What does Account disabled, contact support mean?
Your card account was disabled. The app cannot lift this. Contact support in the in-app chat.
Thank you.
Sorry about that. Chat with support inside the app, or write to info@thorwallet.org. Support will never ask for your recovery phrase.