Credit/Debit Card Purchase FAQ
This guide helps you troubleshoot common issues when buying cryptocurrency using credit or debit cards via OSL Pay and our partnered merchants. It includes common reasons for payment failures, how to resolve them, and tips to ensure successful transactions.
Security-Related Payment Failures
1. Fraud Detection Systems
Your bank may flag your transaction due to unusual patterns such as large payments, repeated attempts, or purchases made at odd hours.
What you can do:
- Contact your bank to approve the transaction.
- Avoid repeated attempts before resolving the issue.
- Respond promptly to any verification alerts.
2. Unrecognized Activity
Payments from a new location, device, or IP address may trigger security checks.
What you can do:
- Use familiar devices and networks.
- Avoid using VPNs or proxy servers.
- Notify your bank in advance if you're traveling or using a new device.
3. Previously Flagged Cards or Accounts
Cards linked to past disputes or chargebacks may require additional review.
What you can do:
- Contact your bank to clear previous flags.
- Use an alternative card if needed.
- Provide transaction records if requested (available on the Deposit page).
4. High-Risk Transaction Types
Some banks consider crypto transactions high-risk and may block them automatically.
What you can do:
- Inform your bank that the merchant is a regulated provider.
- Use a crypto-friendly card.
- Consider using other funding methods such as bank transfers or P2P services.
5. Authentication Issues
If 3D Secure (3DS) or OTP verification fails or is not completed, the payment won’t go through.
What you can do:
- Watch for OTP or 3DS prompts and enter them quickly.
- Confirm that your card supports 3D Secure.
- Retry after correcting the issue.
Technical and Account-Related Payment Failures
1. Insufficient Funds
The transaction amount must be covered by your card’s available balance.
Resolution:
Check your card balance and account for any added fees. Top up if needed.
2. Expired or Inactive Card
Expired or deactivated cards will not be accepted.
Resolution:
Verify the card’s expiration date and replace the card if needed.
3. Credit Limit Exceeded
Your payment may fail if the transaction exceeds your credit limit.
Resolution:
Check your credit limit and request a temporary increase if needed.
4. International Transactions Disabled
Some cards block international usage by default.
Resolution:
Contact your bank or card issuer to enable international payments.
5. Incorrect Card Details
Typos in the card number, expiration date, CVV, or billing address will cause the payment to fail.
Resolution:
Double-check and re-enter your card details carefully.
6. Name Mismatch
Your card must be under the same name as the account registered with our partnered merchant.
Resolution:
Use a card in your name, or update your account information with customer support if needed.
7. Blocked Card
Cards may be blocked due to suspected fraud or unusual activity.
Resolution:
Call your card issuer to verify and unblock the card.
8. Multiple Attempts in a Short Period
If you make several failed attempts using the same card, it may be temporarily suspended.
Resolution:
Wait 24 hours before trying again to avoid further flags.
Troubleshooting Error Messages
Some users may receive error messages when their card transaction fails. Common causes include:
- Multiple rapid attempts (wait 24 hours before retrying)
- Insufficient funds
- Expired or blocked cards
- Credit limit reached
- Incorrect or mismatched cardholder name
- International usage not enabled
- Card details entered incorrectly
Tips to Prevent Payment Failures
- Inform your bank in advance about crypto purchases.
- Use a consistent device and network.
- Ensure sufficient funds and verify your card details.
- Avoid VPNs and proxies.
- Enable 3D Secure and international transactions.
- Use a card that matches your registered name.
Frequently Asked Questions (FAQs)
1. How long does card verification take?
Card verification is usually completed within minutes after linking your contact details.
2. Which cards can I use to buy crypto?
We support Visa and Mastercard (debit/credit), Apple Pay, and Google Pay.
3. What is 3D Secure (3DS) authentication?
3DS adds an additional security step, requiring identity verification (e.g., a one-time password) during checkout.
4. Why did my payment fail?
It may be due to issues such as incorrect card details, insufficient funds, device/location mismatch, or your bank blocking crypto transactions. See sections above for more detail.
5. Can I delete a saved card?
Yes. Go to the Credit/Debit Card section, click the trash icon next to the card. Note: re-adding the card is not allowed within 48 hours of deletion.
6. What should I do if my crypto hasn’t arrived after payment?
- Check fiat order status on the exchange.
- Confirm the transaction status with your bank.
- Contact the platform’s support team with your transaction details.
7. What should I do if my payment failed due to a security violation?
Contact your bank, confirm your details, and retry after the issue is resolved. See the “Security-Related Payment Failures” section above for detailed guidance.
