Help Center

Your CoinZoom Visa Crypto Debit card can be declined for a multiple reasons:

• Your Spend wallet doesn't have sufficient funds. Please see this article on configuring the Spend wallet.
• The purchase exceeds the limits for your Prime level. Please see this article on spending limits.
• You forgot to account for fees. Please see the note about fees in this article on spending limits.
• Your card is frozen. Unfreeze the card following these instructions: 

There are a variety of reasons for not being able to make a deposit using your personal debit or credit card.

• The card must be issued by Visa or Mastercard.
• The card must match the name and address of the CoinZoom account. Sometimes there is a slight discrepancy that can be resolved by sending proof of card ownership to support@coinzoom.com. Please attach a copy of a bank statement that shows your name and address and the last 4 digits of the card. You may need to include more than one document or screenshot. 
• Most customers may only have two cards registered at once. Prime customers may have up to 5. If you have reached your limit, please contact us at support@coinzoom.com to unregister a card.
• The card can only be used on a single account. For example, if your spouse has a CoinZoom account, the same card cannot be used on both accounts.
• The bank may not allow transactions with cryptocurrency businesses. This is an internal bank policy that we have no control over.

If none of the above apply in your case, please contact us at support@coinzoom.com with details, including any error message or screenshot of the problem. 

There are a variety of reasons why a withdrawal to your debit card might not work as expected, including not using the right card, a bank declining to accept the transaction, and the address or name on the card not matching the CoinZoom account. 

Please see this article for a troubleshooting chart.