Troubleshooting Tips for Payments, Account Status, Refunds, Top Up, or Cash Out

Julie
Julie
  • Updated

Payment Issues

If you’re experiencing a payment issue using a credit card or debit card, first ensure that your credit card is authorized to make a purchase: banks will sometimes block transactions related to blockchain businesses or limit how much money can be debited in a single transaction.

If you’re experiencing an issue paying with cryptocurrency, first ensure you have the balance needed to complete the purchase on a supported chain (if you’re not sure of our Supported Chains, please see our Tips for Paying with Crypto. Due to the volatile nature of some cryptocurrencies, this can impact a payment being processed.

 

Viewing Your Billing Activity

If you want to see your Billing Activity, click on Wallet in the profile menu and then the Activity tab. This will provide additional information about your transaction, such as if it has failed or is still processing or completed.

 

Top Up

Top Up is a feature designed to allow you to add funds to your RECUR balance to pay fees when withdrawing or depositing NFTs.  You can additionally use the funds from Top Up for marketplace purchases or primary drops, however this is not recommended because the funds are not available for withdrawal.  Once you Top Up your account, topped up funds are never available for withdrawal or Cash Out, nor can they be refunded. For more information about Top Up, please see our article here.

 

Cash Out

For questions about Cash Out, be sure to check out our article Learn More About Cash Out. For Cash Out transactions with US destinations, your Cash Out transactions should complete within 5 business days. This timeline may vary depending on your banking institution.

For Cash Out transactions with global destinations, your Cash Out transactions should complete within 10 business days. This timeline may vary depending on your banking institution.

If you’re still experiencing a problem or have additional questions, our Support team can help. Click here to file a ticket with our Help Center.