# Troubleshooting

<details>

<summary>My identity has not been verified during the KYC process</summary>

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 <support@novawallet.io> or using the "Get Support via email" button in Settings.

</details>

<details>

<summary>My purchase was declined</summary>

Common reasons that your purchase can be declined include:

* Insufficient funds on your Nova x Mercuryo Debit Card: [Top up Your Polkadot Debit Card](/nova-wallet-wiki/nova-x-mercuryo-debit-cards/top-up-your-polkadot-debit-card.md)
* Exceeding your spending limit: [Fees, Spending Limits & Taxes](/nova-wallet-wiki/nova-x-mercuryo-debit-cards/fees-spending-limits-and-taxes.md)
* You are attempting to use your Debit Card at one of the prohibited merchant categories: [List of Prohibited Merchant Categories](/nova-wallet-wiki/nova-x-mercuryo-debit-cards/list-of-prohibited-merchant-categories.md) or in one of the restricted countries: [List of Restricted Countries](/nova-wallet-wiki/nova-x-mercuryo-debit-cards/list-of-restricted-countries.md)
* The transaction was flagged as high-risk (potential fraud, etc.): contact Nova Wallet Support at <support@novawallet.io> or using the **Get Support via Email** button in Settings.

</details>

<details>

<summary>The pending authorization amount is larger than the purchase amount</summary>

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.

</details>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.novawallet.io/nova-wallet-wiki/nova-x-mercuryo-debit-cards/troubleshooting.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.