Fast answers to the things that go wrong most often.
Start here. Most issues are on this page.
I can't sign in
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Check for typos and caps lock
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Use Forgot password to reset
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If you have 2FA on, make sure your device clock is correct — a drifting clock
makes valid codes fail
I didn't get the verification email
Check spam first. Then confirm the address has no typo, and request a fresh
link — old links expire.
My payment failed
Check whether your bank actually charged you. If it did, don't pay again — contact support. See My payment failed.
My order is stuck in review
Give it a little time. Don't pay twice. If it hasn't cleared, contact support with the order reference.
My card isn't in my Vault
Check the order is Paid. Cards from Marketplace purchases appear once payment confirms. Packs must be opened before the card exists.
My pack opening got interrupted
Refresh the page. Openings resume — you won't lose the card or be charged twice.
I can't withdraw
Withdrawals need approved identity verification. Check your verification status.
I can't claim my daily free pack
The daily pack requires approved KYC verification. It's also on a rolling 24-hour cooldown from your last claim, not a midnight reset.
My shipment hasn't moved
Carrier tracking can take a day to show its first scan. Beyond that, contact us with the tracking number.
A page is behaving strangely
Hard-refresh the page. If it persists, try a different browser, and tell us what you saw.
Still stuck?