Help Center

Your CoinZoom Visa Crypto Debit card may be declined for the following reasons:

• Your spending wallet does not have sufficient funds. See Configuring Your Spend Wallet for details.
• The purchase exceeds the limits for your Prime level. See Spending Limits for more information.
• You did not account for transaction fees. See the fee note in Spending Limits.
• Your card is frozen. Unfreeze it by following the steps in How to Freeze or Unfreeze Your Card.

Deposits made with a personal debit or credit card may fail for these reasons:

• The card must be issued by Visa or Mastercard.
• The card must match the name and address on your CoinZoom account. Discrepancies can often be resolved by sending proof of card ownership to support@coinzoom.com. Include a bank statement showing your name, address, and the last four digits of the card. Multiple documents or screenshots may be required.
• Most customers can register up to two cards at a time. Prime customers can register up to five. If you’ve reached your limit, contact support to unregister a card.
• A card can only be used on one CoinZoom account. For example, the same card cannot be linked to both your account and your spouse’s account.
• Some banks block transactions with cryptocurrency businesses. This is an internal bank policy outside CoinZoom’s control.

If none of these apply, this request requires assistance from our support team and will be handled by creating a support ticket. Include any error messages or screenshots.

Withdrawals to a personal debit card may fail for several reasons, such as:

• Using the wrong card.
• The receiving bank declines to accept the transaction.
• The name or address on the card does not match the CoinZoom account. See Troubleshooting Withdrawals for additional information.