ATM Withdrawal
Q: Is it possible to withdraw cash from an ATM using an IONAPAY LIMITED card, and what are the associated fees? A: Yes, users can withdraw money from an ATM using an IONAPAY LIMITED physical card. There is a 1% fee for currency conversion and a 2% fee for ATM transactions. If withdrawing in the default currency, there are no additional charges. However, there is a 1.2% fee for withdrawals in non-default currencies.
Q: What should I do if the ATM is unable to dispense cash? A: First, check if your account balance is sufficient. If it is, the issue may be with the ATM or the bank not supporting cash withdrawals. Try using a different ATM or bank.
Q: What if my ATM cash withdrawal fails but my account balance is deducted? A: Refund processing can take 2-15 days. Once IONAPAY LIMITED receives the refund from the bank, the amount will be credited back to your IONAPAY LIMITED account. If you haven’t received the refund after 15 days, contact the bank where the ATM is located.
Q: Why does my balance show as 0 at the ATM even though I have funds in my IONAPAY LIMITED account? A: ATM displays do not show credit card balances, but this does not affect your ability to withdraw money.
Q: What should I do if my card gets stuck in the ATM? A: Contact the bank where the ATM is located for assistance.
Bill-Related Issues
Q: How can I view my transaction statements? A: You can download your transaction statements by selecting “Card,” then “Bill,” and clicking the download symbol in the upper right corner. The statement will be sent to your email. To open it, enter the last six digits of your phone number.
Q: How can I change my billing address? A: You can update your billing address by selecting “Card,” then “Settings,” and choosing “Modify Billing Address.” The change will take effect immediately. If you have multiple cards, you need to update the address for each card individually.
Refund Issues
Q: Why hasn't my refund been credited yet? A: Authorization-based refunds and instant transactions are usually processed quickly, while e-commerce refunds can take longer, typically 2-15 days, and sometimes over a month. Refunds are processed as soon as IONAPAY LIMITED receives them from the merchant.
Q: What is the refund process? A: The refund process involves the following steps:
- The user initiates a refund with the merchant.
- The merchant processes the refund.
- IONAPAY LIMITED receives the refund from the merchant.
- IONAPAY LIMITED credits the refund to the user’s account.
- The user receives the refund.
Q: Why is my refund amount less than expected? A: Refunds may incur a 1% transaction fee.
Q: Can I receive a refund if my card has been deleted? A: Once a card is deleted, it’s not guaranteed that previous refunds will be processed. To avoid issues, do not delete the card if there are pending refunds.
Unusual Transactions
Q: Money was deducted from my account, but I didn't make any transactions. What should I do? A: If the deducted amount exceeds the authorized amount, the platform might process additional deductions. If another platform made the deduction, please contact that site for a refund. Once we receive the refund, we'll credit it back to you.
Q: I'm getting an error message when trying to pay on AliExpress. Why? A: AliExpress may block transactions as part of their risk control measures. If you encounter this issue, try again after some time. We recommend trying a smaller payment of less than $200 first. If that doesn't work, submit your statement and appeal to AliExpress. If your card works on other sites but not AliExpress, it's likely an AliExpress issue, and you should contact their customer service.
Q: Why is money deducted even though my transaction was declined? A: Declined transactions usually don't result in deductions. For pending transactions, if the amount is deducted but the transaction fails, a refund is typically issued within 2-5 days. Please wait patiently.
Q: What should I do if an error occurs on the IONAPAY LIMITED payment page? A: Check if your balance is sufficient. Ensure you’ve selected the currency with a balance for payment by going to Settings > Payment Settings > Payment Priority Order. Also, verify if you have set a single transaction limit in the Card > Limit section. If all checks are good, try using the card with a different merchant.
Q: What if I can't make a payment on a website using IONAPAY LIMITED? A: Check the IONAPAY LIMITED app for any error messages. If there are error messages, take a screenshot and contact customer service. If there are no messages, it means the card doesn’t support transactions on that website.
Q: I can't bind my IONAPAY LIMITED card to platforms like Apple Pay, PayPal, or Google Pay. What should I do? A: After activating the card, Visa synchronizes data with PayPal, Apple Pay, Google Pay, etc. This can take up to 2 days. If binding fails, wait a bit before trying again. If the issue persists, ensure your identity information is correct.
Q: What should I do if my IONAPAY LIMITED card is rejected by the Apple Store? A: Change the Apple Store region to Hong Kong and try again.
Q: My card works on Apple Pay in the U.S., but not in some other countries. Why? A: Apple Pay policies differ by country and region. Contact Apple customer service in your region to understand the specific reason.
Q: My IONAPAY LIMITED card was declined for game coin purchases. What can I do? A: Different sites have varying risk controls for Visa cards. If a payment is declined, it means that site doesn’t support game currency purchases with your card. Try another payment method.
Regular Transactions
Q: What do the transaction statuses Authorized, Declined, and Cleared mean? A: Authorized means the transaction is settled with the merchant, but Visa hasn't finalized it yet. This status will update within 1-4 days to Cleared or Refund. Successful transactions move from Authorized to Cleared within 1-2 days. If you initiate a refund, it changes from Authorized to Cleared, then to Refund, which takes 2-15 days. If the transaction fails, it changes from Authorized to Refund, and the refund process starts within 1-2 days, usually taking 2-15 days. Some transactions may take up to 30 days, depending on the merchant’s rules. Declined transactions won't deduct your assets, and you can check asset records in the app. Cleared transactions mean the transaction is settled. Contact the merchant for refunds.
Q: Why is the settlement amount different from the transaction amount? A: Settlement amounts can vary due to exchange rate fluctuations. If the settlement exceeds the authorized amount, additional deductions will occur. If it's less, the difference will be refunded. Refer to Visa’s exchange rate calculator for more details.
Q: Can I bind my card to any platform? A: Generally, if the platform supports Visa, it should work. However, some platforms like ChatGPT4, Spotify, Open AI, and Wise might not support it. Users have reported successful use on Netflix.
Q: How is the exchange rate between cryptocurrency and USD determined during transactions? A: The exchange rate is based on the weighted values of the top 5 global exchanges.
Payment Settings
Q: Can I set the order of currency payments? A: Yes, go to the app, select the upper left corner of the home page, choose Payment Settings, then Payment Priority Order, and activate Customize Payment Priority to edit.
Q: Can I set 3DS verification for transactions? A: 3DS settings are usually determined by the merchant. Contact the merchant if you have any issues.
Q: Can I use a virtual card for online shopping without binding it to any wallets? A: Yes, many online shopping sites support direct Visa card transactions.
Q: What are the card transaction limits and can I set them myself? A: Check the card transaction limits in the app under Card > Limit, where you can set a single transaction limit.