Physical Card Related Rules
Q: Can the physical card be used without logistics information?
A: Yes, while your physical card is in production, you can use it as a virtual card.
Q: How long does it take to receive the physical card and how can I track it?
A: The logistics process takes 5-30 days. You can view the logistics tracking number by navigating to Card > Apply for a Card > Card Application List > Physical Card > Tracking Number. Track the progress on the 17track website at 17track.
Q: How do I activate a physical card, and is the activation immediate?
A: You'll find an activation code on the envelope containing your physical card. Log in to the app, click on Card > Activate Card, and enter the activation code. Activation is immediate.
Q: What should I do if my credit card shows a pending status after activation?
A: Provide your UID to our customer service team, and they will assist you with this issue.
Q: Can I change the name on the card after activation?
A: Once a physical card is activated, the name, card number, CVV, and validity period cannot be modified. However, virtual card tags can be changed in Card > Card Management > Card Tag.
Q: How long does it take to produce and send out the card?
A: It usually takes 10-15 days to produce a physical card. Delays may occur during public holidays or platform activities.
Q: What should I do if I forget my physical card password?
A: You can change your password by navigating to Card > Setting > Set Card PIN.
Q: Can I withdraw money from an ATM, and is there an extra fee?
A: Yes, you can withdraw money from an ATM using your physical card. The rate depends on the card type and region. Please refer to the following table: (Image)
Rules for Physical and Virtual Cards by IONAPAY LIMITED
Q: How do I purchase a card?
A: To purchase a card, register an IONAPAY account, bind your phone number and email, complete KYC verification, deposit digital currency, and then order your card.
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Q: Why does it say my phone number doesn't match the region of my identity?
A: According to platform regulations, your phone number must match the region of your KYC nationality.
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Q: Do I need to pay for a card?
A: Yes, you need to pay for the card. Virtual cards cost $10 each, while physical cards cost $100 each.
Q: Is the fee I paid when purchasing the card credited into my account?
A: No, the card opening fee is a one-time payment and will not be credited to your account.
Q: I'm 16 years old and allowed to use a credit card in my country. Can I purchase and use a card here?
A: The minimum age requirements vary by country:
- Algeria: 19 years
- South Korea: 19 years
- Thailand: 20 years
- New Zealand: 20 years
- All other countries: 18 years
Q: Is there a limit on the number of cards I can have? A: Yes, you can have up to 5 cards.
Q: Is your card a credit card or a debit card? A: The cards are credit cards issued by Visa.
Q: What is the difference between a USD card and an HKD card? A: Hong Kong residents and IP users in Hong Kong will default to an HKD card, while residents from other regions will default to a USD card.
Q: What color is the physical card? Can I choose or customize it? A: The physical card is red and cannot be changed to other colors. Customization is currently not supported.
Q: I wanted a USD card but bought an HKD card. Can I exchange it? A: The card defaults are based on residency and IP address: Hong Kong residents and IP users get an HKD card, while others get a USD card. Exchanges are not supported.
Q: What is the validity period of the card, and are there fees for renewal?
A: Both physical and virtual cards are valid for 3 years. You can renew your physical card for free 90 days before it expires, but postage will be charged. Virtual cards can be renewed for free.
Q: Can I upgrade from a virtual card to a physical card? A: Upgrading is not supported. You need to reapply for a new physical card.
Q: How can I view the complete card number? A: Click the eye icon on the card page to see the complete card number. Do not disclose card information to others.
Q: What is CVV? A: CVV is the 3-digit number on the back of the card. Keep this information secure.
Q: Why does it say "Account available insufficient" when I purchase a card? A: Check if your balance is sufficient. Note that the $5 registration reward cannot be used to purchase a card, only for consumption.
Q: Does the card have a password? A: The virtual card does not have a password. The physical card requires a password, which can be set after activation.
Q: Does the card have a SWIFT code? A: No, the card does not have a SWIFT code.
Q: How do I set a single order limit? A: You can set this on the Card-Limit page.
Q: Can I delete a card? Will I get a refund? A: You can delete a card via Card- Setting-Card Delete. The card fee is non-refundable and the card cannot be restored.
Q: Will I incur additional charges if I don't use the card for a month? A: No additional charges will be applied. However, the $5 registration reward is valid for 30 days.
Q: Why can't I transfer from PayPal to the card? A: The card is a credit card and does not support deposits or transfers of fiat currency.
Q: What are the card's consumption limits? A: There is no daily limit. The HKD BIN transaction limit is 800,000 HKD per order, and the USD BIN limit is 100,000 USD.
Q: Why is the total balance different from the available balance? A: The homepage shows the total balance, while the card page shows the available balance, which considers transaction fees and exchange rate changes.
Q: Why is my available balance displayed as 0? A: Check your payment settings and ensure that balances are not in the disabled currency list.
Q: How do I view transaction statements and modify the billing address? A: Download statements from card-Bill-Bill Statement List. To modify the billing address, go to Card-Apply for Card-Order card-Billing Address.
Q: What should I do if my card information is leaked? A: Freeze your card immediately via Card-Freeze. Do not share card information with others.
Q: Where can I use my IONAPAY card? A: The card is accepted by over 44 million merchants globally and can be added to payment wallets like Apple Pay, Google Pay, PayPal, and Alipay.
Q: Is my asset secure with IONAPAY? A: Yes, IONAPAY partners with Cactus Custody, a licensed trust company in Hong Kong, providing 50 million USD insurance coverage.
IONAPAY LIMITED Card Limitations & Fees
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