Coinbase Card troubleshooting

Here are common troubleshooting situations for Coinbase Card users:

Identity wasn't verified during your initial Coinbase Card application

To use your Coinbase Card, you’ll need to have your identity verified on your Coinbase account. To do this:

  1. Sign in to your Coinbase account or access the Coinbase mobile app.

  2. Access the Document Verification prompt.

  3. Select your preferred identity document type and upload method.

  4. Follow the on-screen instructions then select Upload.

  5. You’ll receive an email confirmation when the verification has completed.

Important: Check your email for messages from card@Coinbase.com; our Support team might need specific documents from you for verification.

Purchase was declined

Common reasons for declined purchases:

  • Insufficient funds

  • Open orders impacting your available balance

  • Exceeding the daily limit

  • Prohibited merchant categories

  • A high risk transaction status

Available balance is lower than your asset balance

Deposits using a linked bank account are available for buying and selling, but for security reasons, you may be unable to immediately withdraw these funds, spend them using Coinbase Card, or send from Coinbase.

You can see when deposited funds will be available for withdrawal or spending prior to confirming a purchase or deposit, as well as on the confirmation email for the transaction. Check the transaction confirmation email or your account to know when deposited funds will be available.

Pending Authorization amount is larger than the purchase

Certain merchants, like gas stations and car rentals, might initially authorize a higher amount. Excess funds are returned to your spending balance at the market price by re-buying crypto on your behalf.

Dispute charges

If this was an authorized transaction, start by contacting the merchant for a resolution. It can take up to 10 days for merchant-initiated refunds to settle.

If you notice an unauthorized transaction or have trouble contacting the merchant, call customer support using the number on your Coinbase Card.

Check your transaction status by accessing the asset balance and selecting the transaction line item. 

Note: Disputing a transaction may result in the loss of earned rewards.

Apple and Google pay

Add your Coinbase Card to Apple Pay or Google Pay by opening the Apple Wallet or Google Pay apps on your mobile phone and following the steps to add a new card. 

Please note that in order to spend using Apple Pay or Google Pay you may need to create a PIN for your Coinbase Card. You can create a PIN by following these steps:

  1. From the Home tab, tap Coinbase Card 

  2. Tap Manage card in the top right 

  3. Tap Change PIN

  4. Follow the prompts 

You can find more information about using your Coinbase Card here.

Fees

Spending with your Coinbase Card has no fee. You can choose to spend USD, USDC or any crypto that is supported in your region, all with no transaction fees. Please note that while Coinbase doesn't charge fees for ATM withdrawals, the ATM terminal you use may charge fees. For more information, see our article on Coinbase Card fees and taxes.

ATM issues

Common reasons you may have issues using an ATM:

  • Some ATMs do not support prepaid debit cards due to their policies

  • The ATM you are trying to withdraw from is not part of the Visa network brand

  • Insufficient funds or using the wrong cryptocurrency wallet

  • Exceeded your daily limit for withdrawing or spending If you continue running into trouble, we recommend you try to use another ATM within the Visa network brand: https://www.visa.com/atmlocator/

Adding Coinbase Card to a Coinbase Account

Your Coinbase Card is automatically connected to your account when you sign up, so you do not need to link it as an external payment method. You can use your card to make purchases and withdrawals, but you cannot use it to directly fund your Coinbase account.

Update address

Update your address by following these steps: 

  1. Sign in to your account 

  2. Select Coinbase Card 

  3. Select manage card in the top right

  4. Select Support 

  5. Select ‘My billing address has changed’ 

  6. Follow the prompts 

The billing address associated with your Coinbase Card will then be updated.

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