Payment Issues

Work through these checks:

1. Make sure your card balance covers the payment and any fees.
2. Make sure your card is not frozen.
3. Check the card number, expiry date, security code (CVV), and billing address.
4. Make sure the merchant and your country or region accept Visa virtual cards.
5. Avoid submitting the same payment again and again in a short time.

If the payment still does not go through, note the time, amount, currency, and error message, and contact official support.

Common reasons a payment fails:

• Not enough card balance
• The card is frozen
• Incorrect card details or billing address
• The amount exceeds the card limit
• The merchant does not accept virtual, prepaid, or digital asset-related cards
• The merchant, country, or region is restricted
• The payment was blocked by the merchant's or issuer's risk controls

• Crypto exchanges: Some exchanges and digital asset-related merchants may not accept virtual or prepaid cards. This is the merchant's policy, so you may need to use another payment method or check with the merchant.
• Subscriptions: Subscription fees are usually charged automatically on the renewal date. If your card balance is too low, the card is frozen, or the merchant does not accept this type of card at that time, the renewal may fail. Make sure your card is active and has enough balance before the renewal date.

There are two possible reasons:

• Decline fee: Each declined payment may incur a decline fee. Please do not keep retrying, or the fees will add up.
• Temporary authorization: Some merchants place a temporary hold for the payment amount. Even if the payment is declined or cancelled, the amount may still show on your statement for a while. Temporary holds are usually released automatically, depending on the merchant and the issuer.

If both payments have been charged, contact the merchant first. If that does not resolve it, contact official support with the time, amount, and merchant name.

Once the merchant issues a refund, Visa and the card issuer process it and return the money to your card balance. The time depends on the merchant, the acquirer, Visa, and the issuer, and can take up to 30 business days.

Ask the merchant for a refund receipt, and follow the status in Transaction History.

1. Check the merchant name, date, and amount in Transaction History. Some merchants bill under a name that differs from the one you know.
2. If you still do not recognize it, withdraw your card balance to your wallet first to reduce the risk of further charges, then contact support with the transaction date, amount, and merchant name.

Note: Disputes must be raised within 120 days of the date the transaction was processed, with supporting documents. Disputes are handled under Visa rules and the issuer's procedures, and a dispute fee of USD 30 per case may apply. This fee is not charged by U9.

Withdraw your card balance to your wallet right away, then contact support. If needed, you can also delete the card in the app.

Check these common causes: