Application Rejection
Why This Happens :
Incomplete or conflicting information provided
Insufficient income documentation
Indicators of high-risk activity in your profile
Geographic restrictions or compliance requirements
How to Resolve:
Review the rejection email carefully - Always provide specific reasons
Address each concern listed - Don't just resubmit the same application
Wait for the specified resubmission period - typically 30-90 days
Improve your documentation - Provide clearer proof of income and legitimate use
Contact Support for clarification if the reasons for the rejection are unclear
Identity Verification Stuck
Common Reasons:
Poor quality or unclear ID document images
Information mismatch between application and documents
Technical issues during upload
Additional manual review required
Solutions:
Retake document images with good lighting and clear focus
Make sure you see all angles and text Readable
Check consistency of information - Names and addresses must match exactly
Try a different device or browser if uploading fails repeatedly
Contact support if verification is pending for more than 24 hours
Bridge Verification Required
What this means:
Additional verification required from our banking partner
Not related to your existing KYC status
Required for regulatory compliance
Typically takes minutes to hours
What to do:
Follow the verification link provided in the email or dashboard
Provide the required documents clearly and completely
Don't worry if you've already verified - this is a separate banking requirement
Wait for confirmation - rushing won't speed up the process
Problems receiving payments
Payment not showing
Check first:
Transaction typically takes 1-3 business days to appear
Verify the account details provided to the sender
Check your email for payment notifications
Look at your transaction history - Payments may be pending
If the payment is still missing:
Get confirmation from the sender - Make sure they sent the correct details
Check the sender's bank - Some banks block international transfers
Check the amount and currency - Make sure the sender sent what you expected
Contact support with the details - sender's bank, amount, date, reference number
Payment rejected or returned
Possible reasons:
Incorrect account number or routing details provided
Sender's bank doesn't support international transfers
The amount exceeds the receiving limits
A compliance hold on the incoming transfer
To fix:
Double-check all account details you provided to the sender
Ask the sender to contact their bank about their international transfer capabilities
Ask the sender to try again with confirmed correct details
Platform integration issues (PayPal, Upwork, etc.)
Common issues:
Bank account verification failed
The platform rejected your account details
Deposit verification issues Small
Transfer attempts expire
Solutions:
Check account details exactly as presented in the dashboard
Wait for small deposits - they can take 3-5 business days
Contact platform support - they can see the specific error causes
Try re-adding your account with a new verification process
Withdrawal and Transfer Issues
Withdrawal Failed
Most Common Reasons:
Insufficient funds after fees
Daily/Monthly withdrawal limits exceeded
Incorrect recipient bank account details
Two-Factor Authentication expired
How to Fix:
Check available balance - Make sure there is enough after fees
Check limits in settings - You may need to wait for limits to be set
Confirm recipient account details - Check account number, routing, etc.
Complete 2FA quickly - Don't let verification codes expire
Transfer takes too long
Expected Timeframes:
Card-Y Wallet: Instant
Bank AZ Local E-Wallet Transfer: 1-3 business days
If it's delayed beyond the expected time:
Check bank holidays in the recipient country
Check it's a business day - Transfers are not processed on weekends
Contact the receiving bank - they may hold the transfer
Contact support with the transaction reference after the expected time frame
Currency Conversion Issues
Problems you may experience:
Unexpected conversion rates applied
Transfer failed during transfer
Different rate than quoted
Higher than expected conversion fees
Understanding Transfers:
Rates are locked for 5 minutes during the transaction
Market rates are constantly changing - Quotes expire quickly
5% fee includes all transfer costs - No hidden fees
Rates may vary between currencies - USD and EUR rates are separate
Account Access Issues
Cannot log-in
Troubleshooting Step by step:
Try a password reset - use the "Forgot Password" link
Check your email - including your spam folder for the reset email
Verify that 2FA is working - check your authentication app or SMS
Clear your browser cache - sometimes resolves login issues
Try a different device or browser - to rule out technical issues
Two-factor authentication not working
SMS not arriving:
Verify the phone number is correct in Settings
Try requesting the code again after two minutes
Verify that your phone service is working normally
Contact support to update your phone number if it has changed
Authentication app issues:
Ensure your device's time is synced
Try backup codes if you have them saved
Reinstall your authentication app if it keeps failing
Contact support to reset 2FA (requires identity verification)
Temporarily suspended
Why this happens:
Unusual activity detected that requires review
A security concern flagged by automated systems
A compliance review is required
A technical issue that requires manual intervention
What to do:
Do not create new accounts - This will cause further delays
Check email for notifications - We always explain feedback
Provide the requested information - Respond to any verification requests
Wait for the review to be completed - Rushing won't help
Contact support only if you don't receive a call within 48 hours
Technical and interface issues
The dashboard doesn't load properly
Quick fixes:
Refresh page - Simple but often effective
Clear browser cache - Removes corrupted temporary files
Disable browser extensions - Ad blockers sometimes interfere
Try incognito/private mode - Rules out extension issues
Switch to a different browser - Chrome, Firefox, Safari Edge
Mobile App or Mobile Website Issues
Common Solutions:
Update to the latest app version - Bug fixes are regularly included
Restart your phone - Clears memory and resolves connectivity issues
Check your internet connection - Switch between WiFi and mobile data
Free up storage space - Low storage can cause app issues
Try the desktop version - As a backup if mobile continues to fail
Transaction history not showing
Troubleshooting Steps:
Check your date filters - You may be viewing the wrong time period
Wait for the page to fully load - Large dates take time
Try refreshing - Data may not be up to date
Clear your browser cache - Corrupted memory can hide data
Fees and Billing Questions
Unexpected Charges Charged
Understanding the Fee Structure:
5% fee on all incoming payments - Charged automatically
No monthly fee if the transaction fee exceeds the limit $10
Currency conversion is included in the 5% receiving fee
Withdrawal fees vary depending on the method (e-Card wallet is free)
If the fee seems wrong:
Check the transaction details - fees are always detailed
Review the fee table - Make sure you understand the current rates
Calculate the expected fee - 5% of the total amount received
Contact support with a specific transaction if the fee doesn't match the table
Higher than expected fees
Common misunderstandings:
Fees are calculated based on the total amount before any discounts
Currency conversion is included - Not an additional fee
Receiving fees apply to all currencies - USD, EUR, EGP
Platform fees are separate - PayPal, Upwork may charge their own fees
Support and communication issues
Not receiving email notifications
Check this first:
Spam/Trash folder - Our emails sometimes end up there
Address validity Email - Check your account settings
Email provider is blocking - Some providers block financial emails
Notification settings - Check that notifications are enabled
To fix:
Add our email to your contacts - Prevent spam filtering
Update your email address - if the current one has changed
Enable all notifications - in your account settings
Contact support - We can check the status of your email delivery
Long support response times
During busy periods, response times may be longer:
Check the Help Center first - many questions are answered there
Use specific subject headings - helps us route faster
Include relevant details - account email, transaction references
Avoid duplicate tickets - multiple tickets slow down response
Still having problems? If your issue isn't covered here or the suggested solutions didn't work, contact the support team with specific details about your issue, including any error messages and the steps you already tried.