How do I check my card balance?
Open the Zypto app and navigate to your card. Your current balance is displayed on the card screen. You can also view your full transaction history here.
I completed KYC but haven't received my card yet.
After KYC approval, your virtual card is issued instantly in the app. If you ordered a physical card, it ships within 1 business day and typically arrives within 5-14 business days depending on your location. If your virtual card hasn't appeared after KYC approval, try closing and reopening the app. If it's still not showing, contact support with your email address.
My KYC process timed out or says my account already exists.
Check your email for a retry link. If that's not available, try restarting the KYC flow in the app. If the problem persists, contact support with your email address and a screenshot of the error. For more details on KYC troubleshooting, see our KYC and Identity Verification article.
What are the fees?
Virtual card creation | Free |
Activation fee | None |
Monthly fee | None |
Per-transaction fee | $0.30 |
Card load fee | 3% |
Foreign exchange (FX) fee | 1.75% |
Physical card shipping | Varies by location |
Fees are subject to change. Always check the quoted price during checkout.
My card was working fine but is now declining transactions.
There are several possible reasons. Check your balance first, then see our Why Isn't My Card Working? article for a full troubleshooting guide covering merchant restrictions, high-risk flags, billing address mismatches, and more. If the issue persists across multiple merchants, contact support.
I got a new device and need my card details.
Log into the Zypto app on your new device with the same account. Your card details will be available in the card section. You can also import the card into the app if needed.
How can I get a statement of my transactions?
Your transaction history is available in the Zypto app under your card details. If you need a formal statement, contact support and we can arrange this for you.
How do I load funds onto my card?
Load funds directly in the Zypto app from your crypto wallet. You can also load from an external wallet or exchange via External Payments, or from KuCoin Pay. For more details, see our How to Load Your Zypto Card article.
Can I add my card to Apple Pay or Google Pay?
Yes. Premium virtual and physical cards can be added to Apple Pay, Google Pay, Samsung Pay, and other mobile wallets. See our Mobile Wallets article for step-by-step instructions and troubleshooting.
I'm not receiving password reset or account emails.
Check your spam and junk folders. If the email still hasn't arrived, contact support with the email address you used and we'll look into it.
Can't find what you're looking for? Our support team is available 24/7 in most regions.