Troubleshooting

Troubleshooting for your Nova x Mercuryo Debit Card

My identity has not been verified during the KYC process

Typically, the KYC process is completed within 5-10 minutes. If after 24 hours you have not received updates regarding your verification, you should:

  1. Check your email account for emails from Mercuryo regarding your identity status (check your Spam folder).

  2. If you have not received any email, please contact Nova Wallet support at [email protected] or using the "Get Support via email" button in Settings.

My purchase was declined

Common reasons that your purchase can be declined include:

The pending authorization amount is larger than the purchase amount

Occasionally, certain merchants may initially authorize a payment from your card for a higher amount of funds; this is common with car rental companies, for example. These excess funds are returned to your spending balance afterward.

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