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 [e-mail] or using the "Get Support via email" button in Settings.

My purchase was declined

Common reasons that your purchase can be declined include:

• Insufficient funds on your Nova x Mercuryo Debit Card: Top up Your Polkadot Debit Card

• Exceeding your spending limit: Fees, Spending Limits & Taxes

• You are attempting to use your Debit Card at one of the prohibited merchant categories: List of Prohibited Merchant Categories or in one of the restricted countries: List of Restricted Countries

• The transaction was flagged as high-risk (potential fraud, etc.): contact Nova Wallet Support at [e-mail] or using the Get Support via Email button in Settings.

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.