Digital Wallet FAQ

Frequently asked questions about Apple Pay, Google Pay and the Crypto.com Visa Card

Support Specialist avatar
Written by Support Specialist
Updated over a week ago

General FAQ

What if I did not receive my SMS OTP?

Please follow the steps below if you did not receive an SMS one-time password (OTP):

  1. Call the hotline shown on the back of your Crypto.com Visa Card:

    • Australia: +61 2 7908 5798

    • Brazil: 0800 878 4083

    • Canada: +1 844 707 7788

    • Europe: +33 1 76 42 00 95

  2. To verify your Crypto.com Visa Card for Google Pay & Apple Pay, please press ‘1’ (for Australia, Brazil and Canada only).

  3. A live agent will assist you with your digital wallet registration

  4. The agent will ask you to answer a brief series of questions to verify your identity as the Cardholder

  5. Once your identity is confirmed, the agent will inform you that your request will be escalated to a customer service specialist for further assistance

  6. The agent will inform you that the verification process is complete and you may terminate the call

  7. A confirmation SMS will be sent to your registered phone number within 48 hours

  8. If you don't receive the SMS, please contact our support team via our in-app chat.


Can I add my card again after I have removed it from Apple Pay/Google Pay?

Yes, the card can be added to Apple Pay/Google Pay again.


Do I need to add my card to Apple Pay/Google Pay again if my card has been reissued, replaced, or upgraded?

Yes.


What if my physical card is lost or stolen?

You can block your card immediately in the Crypto.com App. Please contact us in the in-app chat for a replacement.


I have blocked or frozen my card. Can I still use it on Apple Pay/Google Pay?

No. However, it will take up to 10 minutes for the card to reflect as blocked or frozen in Apple Pay/Google Pay.


Will I see Apple Pay/Google Pay transactions in the Crypto.com App?

Yes, the latest transactions made through Apple Pay/Google Pay will be shown.


Will I get a notification in the Crypto.com App for declined transactions?

Yes, you will get notifications for both declined and successful transactions.


Apple Pay FAQ

I'm receiving an error, “Card Not Added. Contact your issuer” Crypto.com VISA card. What does this mean?

Your card is either closed or you have entered the wrong CVV or expiry date.


How many cards can I add to a single Apple device?

You can add up to 16 cards to a single Apple device depending on your device model.


On how many devices can I provision a card?

You can provision a card on up to 99 devices.


Does removing a card from iPhone affect the card on Apple Watch when it's paired to the same phone?

No, the devices do not interact with each other and are treated separately.


I have made a transaction in a shop and on the terminal it says Declined but I have seen a tick mark with a ‘Done’ message on my phone. Did the transaction go through?

You will see a tick mark with the 'Done' message on the iPhone regardless of whether the transaction is successful or declined. Check your card transaction history in your Crypto.com app to verify if the transaction has gone through.


Does unpairing an Apple Watch from iPhone remove the card on Apple watch?

Card will be removed from Apple Watch if it is unpaired from an iPhone.


What if I lose my Apple device?

Your device’s Wallet is still secured with Face ID, Touch ID, or your passcode.

You can remotely lock, locate, and track your device using Find my iPhone.

You can also log into your Apple ID remotely and remove all cards from Apple Pay.

You can also contact Crypto.com through [email protected] or the in-app chat to suspend your card.


What if I find my lost Apple device?

You can contact Crypto.com through [email protected] or the in-app chat to remove the suspension of your card. You can resume usage of your card on ApplePay once the suspension is lifted.


Are there any limits or restrictions on Apple Pay purchases?

Australia

The same daily transaction limits from your card apply to Apple Pay.

Contactless transactions of more than A$200 or any other amount the merchant might set may require a PIN.

If you have set any blocks or card controls in the app, these will also apply to your card in Apple Pay.

Brazil
Contactless transactions of more than BRL 50 or any other amount the merchant might set may require a PIN.

Canada

Use Apple Pay for purchases up to C$250 on your iPhone or Apple Watch at any business that accepts contactless (tap) debit and/or credit payments.

EU

Contactless transactions of more than € 50 or any other amount the merchant may require a PIN.


How can I return or get a refund for items purchased using Apple Pay?

When you make a purchase using your Apple Pay in a retail store, the store receipt will show the last four digits of the device account number used to make the purchase instead of the digits of the card number that the purchase was debited from.

If you need to return an item, the retailer can refer to the device account number to process your return. Follow these instructions to find your device account number.

iPhone or iPad:

  1. Open the settings app.

  2. Select Wallet and Apple Pay.

  3. Tap the card that the purchase was debited from.

  4. Scroll to Device Account Number.

Apple Watch:

  1. Open Apple Watch app on your iPhone.

  2. Go to My Watch tab and select Wallet and Apple Pay.

  3. Tap the card that the purchase was debited from.

  4. Scroll to Device Account Number.

The retailer can process the refund back onto your Apple Pay.

For iPhone, hold the device near the terminal and authorise.

For Apple Watch, double-click the side button and hold your Apple Watch near the device.


How can I turn off notifications?

  1. After logging into Apple Pay and selecting the Crypto.com card, tap the circle with 3 dots in the upper right corner

  2. Scroll to the bottom of thе screen

  3. Select the toggle button next to Allow Notifications


Google Pay FAQ

What if I lose my Android device?

Android Device Manager can help you find, lock, and erase your phone. Also, you can search “Find my phone”, and Google will show you where it is on a map.

Reach out to us at [email protected] or via in-app chat to suspend your card.


What if I find my lost Android device?

Reach out to us at [email protected] or via in-app chat to remove the suspension of your card. You can resume card usage on Google Pay once the suspension is lifted.


I'm receiving an error message, “Double-check your card details / Your card couldn't be added”, when adding my Crypto.com Visa Card. What does this mean?

Your card is either closed, or you have entered the wrong CVV or expiry date.


Are there any limits on Google Pay purchases made with my card?

Please see the limits based on your jurisdiction below:

Australia

  • The same daily transaction limits for your card apply to Google Pay.

  • Contactless transactions exceeding AU$200 or the amount set by the merchant may require a PIN.

  • If you have set any blocks or card controls in the Crypto.com App, these will also apply to your card in Google Pay.

Brazil

  • The same daily transaction limits for your card apply to Google Pay.

  • Certain merchants might set limits, which may require PIN verification for contactless transactions.

Canada

  • Use Google Pay for purchases up to CA$250 on your Android device at any business that accepts contactless debit and/or credit card payments.

Singapore

  • The same daily transaction limits for your card apply to Google Pay.

  • Certain merchants might set a limit, which may require PIN verification for contactless transactions.

Europe

  • The same daily transaction limits for your card apply to Google Pay.

  • Certain merchants might set a limit, which may require PIN/device verification for contactless transactions.

  • Contactless transactions exceeding €50 or the amount set by the merchant may require PIN/device verification.


How can I return or get a refund for items purchased using Google Pay?

  1. Bring the receipt and item to the store

  2. If the merchant asks you to swipe your card, hold the back of your phone to the contactless payment terminal

    • For some returns, you might have to provide the last 4 digits of your virtual account number. You can find your virtual account number on the card details screen in your Google Pay app. This is not your virtual card number in Crypto.com App.

Note: The merchant will let you know when you should expect your refund.

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