Why am I charged before receiving crypto? 

When you try to buy crypto for the first time - your bank reserves the requested amount; that amount is then put on authorization hold or pre-authorization state.

This is done to ensure that there are sufficient funds on the card's balance, while we verify your transaction. Once the bank reserves the requested amount - Mercuryo reserves the crypto and provides you 30-40 minutes in order to pass KYC. As soon as you complete KYC - Mercuryo deposits/sends crypto.
If you fail the verification for some reason or you're not able to complete it on time - your payment is automatically canceled and your bank releases funds back to your card. This process might take from 1-2 hours up to 3 business days (weekends not included) due to your bank's terms and policy.

What happens if I don't input M-XXXXX code or don't receive it?

If you don't receive the M-XXXXX code for some reason or you're not able to input it within a given timeframe of 5 minutes - your payment is automatically canceled in 1 hour from order creation and your bank releases funds back to your card. This process might take from 1-2 hours up to 3 business days (weekends not included) due to your bank's terms and policy.

To speed up the process of unblocking your funds, please contact your bank's customer support and ask them to release your funds back to your bank card.

How long does the payment process take?
Payments are processed immediately if you have a verified account and have completed all the necessary authorization steps - passed the 3D security verification phase and inserted the M-XXXXX code correctly on time.

What is an M-XXXXX code?

An M-XXXXX code is an extra security measure initiated by Mercuryo to protect your funds. Mercuryo sends an M-XXXXX code to your bank and your bank delivers a 5-digit M-XXXXX code via:

  1. SMS message

  2. Push notification

  3. Invoice from your bank's web/mobile app.

Some banks lack the technological means to deliver the code, unfortunately. If you haven't received it, please, contact your bank to find out if they have sent you the code or if there is an alternative way to receive the code and insert it in order to facilitate the transaction.

Why is my crypto address changing every time I receive funds?
Your Mercuryo wallet address changes after each transaction from an external address for security reasons, you can rest assured that someone who has sent funds to your address will not be aware of your current financial situation. Complete information will only be available to you inside your Mercuryo wallet. Keep in mind that all the previous addresses are valid and can be used to receive funds.

What is an issuing bank?

The issuing bank is the financial institution that issues credit and debit cards to consumers on behalf of the card networks, such as Visa and MasterCard. Issuing banks are also known as card issuers.

Is it possible to cancel the transaction?
Once the transaction is executed and a hash code is generated, it's impossible to cancel it due to the irreversible nature of cryptocurrency transactions and our instant payment process.

Is it possible to edit the transaction?
Once the transaction is executed, it's impossible to edit any of the payment details. For example, it is not possible to change the cryptocurrency address or the amount of crypto once the transaction is in the blockchain.

Is it possible to receive a refund?
Due to the irreversible nature of cryptocurrency transactions, we do not offer refunds. For more information, you can read about our refund policy in our Terms of Use.

I have accidentally sent crypto to an incorrect blockchain address. What can I do?

Unfortunately, it's not possible to refund you if you’ve sent your crypto to an incorrect blockchain address, as we don’t have any control over the process of crypto delivery and can not cancel it as a regular bank transaction.

What does "Amount off-limits" mean?

"Amount off-limits" error might have multiple reasons, such as:

  • technical issues on Mercuryo side

  • technical issues on the user's side

  • other reasons.

If you encounter this problem, please, contact our customer support team by opening the chat window at the bottom right corner or write an email at support@mercuryo.io.

Why I can not add my card?

Possible reasons:
1. You don't have at least 1 euro (or its equivalent in your card's currency) on your balance,
2. You use a different card, not MasterCard or Visa,
3. Problem with the bank - bank blocks the attempts to add the card,

4. Card might not be fit for international transactions,

5. Failed 3-D Secure authentication by your bank,
6. Cardholder name or digits are inserted incorrectly,

7. The same card was previously added in another account,
8. Other reasons.

Possible solutions:

1. Make sure you have at least 1 euro (or its equivalent) on your balance,

2. Contact the bank and make sure your card is allowed to make international transactions,

3. Try to add the same card via: Mercuryo web wallet, Mercuryo mobile app, Mercuryo widget.

How can I check the status of my transaction?
Once you submit a transaction Mercuryo provides a transaction ID as well as the blockchain transaction identifier (hash code), which is available in your Mercuryo wallet. You need to select Wallets section and then click on the blockchain hash link, which will take you to the corresponding page on Blockchair.com, where you can see all the details regarding your transaction.

How to locate Mercuryo transaction ID?

Once you submit a transaction, whether is successful or failed, each transaction has a specific Mercuryo transaction ID, which is necessary to identify it in the Mercuryo system. You need to select Wallets section and then click on the Mercuryo transaction ID to copy it to the clipboard. Once done you need to provide it to the customer support agent to help you.

Did this answer your question?