Help center — tutorials / supported platforms / support / top questions
Find guidance for deposits, payments, card management and fund returns. Standard operations are available through Telegram self-service. Provide specific information to official support for account, fund or transaction reviews.
Deposits, payments, issuance and fund returns each have relevant guides. For an investigation, contact online support in the bottom-right corner with time, currency and amount, card last four digits and the error, using redacted screenshots.
Quick symptom triage
Start with whichever category is closest to your situation, then open the matching guide. Most issues in the first two categories can be resolved on your own.
Payment declined or failed
Check available card funds, read-only transaction limits, billing details, card status and merchant acceptance, then compare order and card records. No card record alone does not prove a merchant block.
- Five-step payment failure check: the full sequence from card balance to merchant risk control.
- Merchant says card not supported: how to tell whether to switch card range or region.
- ChatGPT subscriptions: Plus, Pro and API billing and Facebook Ads card-linking declined: the extra requirements each platform has.
Top-up hasn't arrived
First confirm the on-chain transfer succeeded, then check whether the wrong network was chosen for the top-up, and finally confirm whether the funds are still in the account balance instead of being moved to the card. These three cover the vast majority of 'hasn't arrived' cases.
- Three-step top-up check: on-chain record, network selection, and account balance.
- Account balance vs. card balance: where the two pools of funds sit and what each costs.
Card stuck in 'processing' or issuance failed
Cards are generated asynchronously by the upstream issuer, usually within minutes, occasionally up to 30 minutes. If no card appears after that, go through the three self-checks one by one — don't resubmit the same issuance.
- Three self-checks for card status: identity info, account balance, and card limit.
- Registration and card-opening guide: the documents needed and the order to fill them in.
Card frozen or limit restricted
A temporary card freeze differs from account restrictions. It retains the number and does not reverse prior authorizations or cancel subscriptions; check current prompts for unfreezing and fund status.
- How to freeze and unfreeze a virtual card: will charges still happen while frozen?
- How many cards per account and how limits are split: limits are set to your maximum tolerable loss.
- Anti-money laundering policy: why accounts get restricted and how it's handled.
Want to withdraw your balance or close a card
Withdrawing your balance and closing a card are two separate actions — don't mix them up. Refunds cost a flat $3 per transaction regardless of the amount, and both account and card stay; closing a card is free and the card balance is fully returned to the account balance.
- How refunds work: why it's a flat $3 and no account closure needed.
- Refund policy: what's refundable and what isn't.
- When to close instead of freeze: closure is irreversible, confirm before you act.
Browse by topic
If you're not sure which category your issue belongs to, enter by the four topics below. The pages in each topic are independent — no required reading order.
| Topic | What it covers | Entry points |
|---|---|---|
| Getting started | What a virtual card is, registration and opening a card, buying and topping up with USDT | What is a virtual card? · Registration and opening a card · USDT top-up guide |
| Paying by platform | Card-linking and charge requirements for ChatGPT, Claude, Facebook Ads, and SaaS teams | ChatGPT subscriptions: Plus, Pro and API billing · Claude subscriptions: Pro, Max and billing · Supported platforms |
| Card usage & fees | Freezing, limits, replacement, closure, and charges at each step | Card management overview · Fees & charges · Minimum total spend of $21.6 to open and fund a card |
| Compliance & security | Privacy, anti-money laundering, refund terms, and terms of service | Legal Center · Privacy Policy · Compliance Information |
Contact us
Opening cards, topping up, viewing card details, and checking transactions all happen inside Telegram. The three channels have different roles — pick one by the nature of your issue, no need to submit in several places at once. Which details to include when submitting, and what not to send, is covered in Contact us.
Email support
Best for things that need a complete record, such as partnership discussions, appeals, and troubleshooting that requires screenshots.
Telegram self-service bot
Open cards, top up, view card details, and check transaction history here — no human involvement needed.
Live support
For account issues, transaction questions or data checks, contact online support in the bottom-right corner with the specific issue and redacted evidence.
Troubleshooting records and evidence
Self-service checks and support investigations use the same facts. Include the time, purpose, amount and prompt so merchant orders, card records and deposit transactions can be matched.
Deposit issues
Provide the TxID, sending time, token, network, sent amount and credited amount. Confirm the original on-chain transaction before arranging another transfer.
Payment issues
Provide merchant, order number, time and time zone, amount, card last four digits and the error. The presence or absence of a card record alone does not establish responsibility.
Account restrictions
Record the restricted operation, prompt and evidence already submitted. Freezing one card is not an account appeal; restriction removal requires the official review process.
Actions while an issue remains unresolved
Credential exposure, unclear fund states and merchant declines need different responses. Avoid repeated issuance, deposits or payment attempts while the cause is unknown.
Suspected credential exposure
Stop using the affected card, freeze it and contact support. Freezing does not replace the number; confirmed exposure requires card replacement and merchant rebinding.
Waiting for fund checks
Keep the original transaction and ticket, and track settlement, authorization and withdrawal status. A balance return does not resolve a merchant order or dispute.
Requesting support
Contact online support in the bottom-right corner and add evidence to the same record. Do not send passwords, one-time codes, full card numbers or CVV.
FAQ
The website won't load — can I still open a card?
Yes. Opening cards, topping up, viewing card details, and checking transactions all happen inside the Telegram self-service bot; the website is only for reading guides and tutorials. The three channels are in the 'Contact us' section on Help center.
What if I filled in the wrong details when opening a card?
Contact live support and state which fields need to change; after they're corrected, submit the card application again — don't resubmit in multiple places. Two inconsistent records on the same account will complicate later verification.
What does a refund cost?
Refunds cost a flat $3 per transaction regardless of the amount; both the account and the card stay. It's a separate action from closing a card: closing a card is free and the card balance is fully returned to the account balance.
How long is a card valid? What happens when it expires?
A single card is valid for 2 to 3 years and can't be renewed. Before it expires, open a new card of the same type, switch the merchant binding to it successfully, then close the old card; doing it in the wrong order will interrupt recurring charges.
Card details leaked or an unexpected charge?
Freeze the card first to stop new charges, then check each transaction to pin down the source of the anomaly, and finally open a new card to replace it. Once a card number is leaked, don't unfreeze it and keep using it — switching cards is the safer move.
Do the fee terms in the Help Center match the pricing page?
Yes, and there's no separate standard: issuance from $1, account top-ups $0, card top-ups 3%, refunds a flat $3, with no monthly or annual fees. If numbers seen elsewhere differ, the actual figures on the pricing page and the card-opening page take precedence.
Can't find your issue?
Run through the symptom checks above first; once you've ruled out card balance, billing address, or merchant acceptance, contact live support with the transaction time and the last four digits of the card. You can also go straight to the card-opening entry.