Sometimes a debit card doesn't work for a CoinZoom withdrawal or deposit. Please refer to the table below to troubleshoot the problem.
If you are having trouble with the CoinZoom Visa Crypto debit card, please see this article on spending limits and this article on restricted or blocked merchant codes.
| Problem | Potential Cause | Solution |
| Card transaction is not accepted | You have reached the limit of two debit cards associated with your account. Black level Prime members can have as many as five. | Remove a card and try again. |
| Transaction won't go through | You may have an old version of the app, such as the Pro version. Your app has a caching issue that prevents it from executing the transaction. | Delete the old version and update to the latest in your app store. Links here. Remove the app from memory and start over or restart your phone. |
| Address doesn't match | The name and address on your CoinZoom profile and card information must match. | Email us a copy of a bank statement that shows your name, address, and the last 4 digits of your card. A screenshot is fine. Send the email to [email protected]. |
| Card not allowed | You can only use Visa and Mastercard cards. For withdrawals, you can only use a debit card. Your bank may prevent transactions from cryptocurrency exchanges. | Use only a Visa or Mastercard. Make sure your card is a debit card for withdrawals. Use a different card or ask your bank if there are any restrictions on transactions with cryptocurrency companies. |