1.Why was my transaction declined? There are a few reasons why your transaction might have been declined:
a.Insufficient Funding Wallet Balance: If your Funding Wallet balance doesn't cover the transaction amount, the payment won't go through. Ensure you have enough funds or add more to your wallet. Check how to add funds or top up your card here. b. Exceeded Daily Transaction Limits: If you've exceeded your daily transaction limits, your payment might be declined. Check your account settings or contact us for assistance. Please check the transaction limit of your card here. c. Gate Crypto Card was frozen due to risk control. Reasons could be the following: i.Incorrect CVV Attempts: After several incorrect CVV attempts, your card might freeze for security reasons. ii.Incorrect card information: Make sure you've entered accurate card details for online transactions, including card number, expiration date, and CVV code. If the merchant still declines the card transaction after you input all the information, consider contacting the merchant for clarification. iii.Incorrect PIN number verification: Sometimes, to verify an offline transaction, you need to input a PIN number, but if your PIN number is wrongly input several times, your card will be frozen as it triggers risk control. View and edit your PIN number if you forget your PIN number by checking the "PIN number setting" guide here.
Contact Customer Support at support@gatelt.com to resolve frozen card issues.
2.What should I do if I notice a suspicious transaction on my account? If you come across an unusual transaction on your account, don't worry. We've got you covered! The first step is to freeze your card right away to prevent any further unauthorized activity. Visit this guide for details.
Following that, please get in touch with our dedicated Customer Support team at support@gatelt.com. This situation might indicate a potential fraudulent transaction or a compromised card, and our Support team will guide you through the necessary steps to resolve the issue and protect your account.
3.Why does the transaction amount more than the price shown by merchants? It's very likely that your merchant belongs to card rental, hotels or any services that will require you to have an extra amount of "desposit fee". The extra amount of transaction is used for "desposit fee" purposes and it's usually not debited from your card.
The extra amount will be returned to your card soon after the service is ended and your transaction amount will be settled as the same amount as prices shown by your merchant.
4.How do I initiate a chargeback / dispute for a transaction? Answer: Before filing a dispute, it's important to first attempt to resolve the issue with the merchant first. If it cannot be solved by your merchant, you can initiate a chargeback process via Gate. The chargeback service requires EUR 35 to proceed (see chargeback related fee), no matter whether you can win the dispute or not.
To initate the chargeback process, please prepare the following information: a.Collect evidence of your communication with merchants, as we'll require this to support your claim. b.Additionally, prepare a copy of your receipt c.Please also copy any relevant emails or confirmations from the merchant, even if your request was declined. The more comprehensive your information, the smoother the dispute resolution process will be.
While we strive to expedite the dispute resolution process, sometimes it might take up to 3 months. This extended timeline can occur due to the need for the merchant's response. Rest assured, we're committed to achieving a swift resolution and will keep you informed throughout the process.
