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:
Check your email account for emails from Mercuryo regarding your identity status (check your Spam folder).
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:
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 [email protected] 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.
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