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My Spend Top-up failed. What do I do next?

Updated

Sometimes when topping up your Spend card it may fail. Don't worry, here's what to do if that happens!

 

Check your Mercuryo wallet to see if the crypto was credited there.

Login to the Mercuryo Wallet using your email address and confirmation code (to be sent to your email address).

 

Do you see the crypto in your Mercuryo Wallet?

✅ Yes, I see my funds ❌ No, I don't see my funds

✅ Success! Follow the steps below to complete the top-up:

  1. Create a new top-up request as normal from the widget (https://exchange.mercuryo.io/)
  2. Go to the wallet (https://my.mercuryo.io/login/email) and make a withdrawal, sending your crypto from your Mercuryo Wallet address to the address provided for the Spend card top-up.

 

How to withdraw from the wallet

If you need some more help withdrawing from our Wallet, then follow these steps below:

  1. Make sure you're on the 'Wallets' page
  2. Select the cryptocurrency you want to send (BTC, ETH, USDT, etc.)
  3. Select the cryptocurrency on the right-hand side too (Normally, this shows your card by default)
  4. Enter the amount & wallet address where you want to send the crypto to (the wallet address must be the one given to you during the sell request)
  5. Withdraw and approve via 2FA code

For reference, this is what the wallet page should look like (make sure to change USDT to your preferred currency)

❌ If the crypto is not in the wallet, please contact Support.

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