What happens if my Crypto.com Prepaid Debit Card is lost or damaged?
Lost Card
Please freeze your Crypto.com Prepaid Debit Card in the Crypto.com App immediately and contact our support team via the in-app chat or via chat.crypto.com. Please note a replacement card fee may apply.
How to freeze your Crypto.com Prepaid Debit Card
On the Card page, tap More
Tap Freeze Card
Damaged Card
Please contact our support team via the in-app chat or via chat.crypto.com. There is a chance we will be charging a replacement card fee. Detailed information will be listed in the T&C when the cards are ready to be shipped.
Card Undeliverable
If your Crypto.com Prepaid Debit Card is undeliverable to the address that was confirmed during your physical card registration you will receive a notice via email. Upon receiving that notice you will be asked to reach out to us to either confirm your address or update it as needed.
What protection exists if someone steals my wallet and has the card?
As a cardholder, you will be able to block it instantly from the Crypto.com App. There are daily velocity limits on the number of transactions and volumes. Suspicious activity (i.e. online purchase higher than the customer's average ticket size at a new merchant) is likely to be caught by our processing platform, resulting in declined transactions. Finally, as a cardholder, you will be able to file a chargeback just like you would with your credit card.
Why do I still need to insert a PIN or Swipe card for contactless transactions?
Strong Customer Authentication is required at the point of sale subject to the following conditions:
Greater than £100 / €50: The value of the transaction must exceed £100 / €50, and either
Total Amount of Consecutive Contactless Transactions greater than £300 / €150: The cumulative monetary amount of consecutive contactless transactions without a PIN must not exceed £300 / €150; or
More than 5 consecutive contactless transactions: The number of consecutive contactless transactions since the last usage of a PIN must not exceed five
Once you have used a PIN to authenticate a transaction, the count will be reset to zero.
Why is it called a prepaid debit card and not a debit card?
For all practical purposes, a prepaid card and a debit card are the same. The difference is that a debit card is linked to your bank account and with a prepaid card you need to top it up first (in our case via a bank account transfer, bank account linking, credit/debit card, or crypto).
Can I have more than one Crypto.com Prepaid Debit Card?
No, we will only be able to issue one card per person.
Will there be an option for supplementary cards?
This is a frequently requested feature and we are discussing with our partners how to enable it.
What is the interbank exchange rate?
The mid-market rate is the mid-point between the buy and the sell prices of the two currencies to an exchange rate – what the buyer is prepared to pay and what the seller is prepared to sell for. It is also known as the interbank rate.
Which exchange rate will you use?
We will have very competitive exchange rates on both Fiat and Cryptocurrency; fees, if any, will be specified in terms and conditions, which we will provide when your card is ready to ship.
Do Crypto.com Prepaid Debit Cards have the magnetic strip or just the chip?
Crypto.com Prepaid Debit Cards have both the chip and the magnetic strip.
How can I raise a dispute or chargeback for a transaction made with my Crypto.com Prepaid Debit Card?
You can refer to the detailed steps here.
How does the $50 close account fee work for my Crypto.com Prepaid Debit Card?
If there is a balance on your Crypto.com Prepaid Debit Card and you wish to have your funds returned, a $50 fee will be applied to cover the processing costs.
Alternatively, you can spend the card’s balance to zero and no fee will incur.
To close your Crypto.com Prepaid Debit Card, please contact our support team via the in-app chat or via chat.crypto.com.
If you wish to close your Crypto.com accounts please refer here.