1. I don't have or have forgotten my transaction password.
CoinW Card uses the “transaction password” of the CoinW APP. We recommend setting a different password for your transaction password and login password. If you are a new CoinW user, you can set a new transaction password in the mobile app's "Security Center" - "Trading Password." If you forget the password, you can reset it through a SMS verification code on the "Reset Trading Password" page.
2. What should I be aware of after card activation?
To protect your account's security, never disclose your card number to anyone. Although in some cases CVV (security code) verification may not be required, we strongly advise you to remain cautious. Ensure that you only use your card number at trusted merchants and always safeguard your personal information. If you suspect your account has been compromised, please contact our customer service team immediately.
3. How can I view the full card number and CVV?
Click on the "Full Information" option for the card, enter your transaction password, and you will see the complete card number, CVV, and card expiration date.
4. How can I check my statement?
On the card's main page, click on the top-right corner to view your recharge and spending history.
5. What should I do if the payment platform shows a payment failure or remains in a "Pending" status, and how long does it take to receive the refund?
Confirm the card balance, supported platform, user information, and password correctness.
If all the above checks out, please provide your card type, failure screenshot, and the email used for card activation to contact online customer support.
Although your transaction may be in an authorized state, it does not necessarily mean an actual deduction. You need to wait for the authorization to be released after clearing, which typically takes place on the second or third day.
6. Why can others link to merchants while I cannot?
This is due to differences in local banking regulations, payment regulatory policies, and e-commerce platform variations in different regions. These factors may result in some users being unable to link to merchants or perform payment transactions as expected. Additionally, various merchants and e-wallets have independent risk control policies, which can impact the use of virtual cards differently across different merchants. To ensure a smooth payment experience, we recommend users to top up their accounts before using virtual bank cards, which can help reduce potential issues and inconvenience.