HopeCard FAQ

1. What currencies and networks are supported for top-ups?

You can top up USDT & USDC through Ethereum, Arbitrum One, Optimism and Tron blockchain.

2. What is HopeCard?

HopeCard is a card payment system that allows you to spend your cryptocurrency in the same way you would use a regular debit/credit card.

3. Is there a limit?

For VIP0-3 users, the spending limit of each transaction is US$10,000. Upgrade your account level for a higher spending limit!

Should you have any questions or requests on increasing the spending limit, please contact our customer service team (customerservice@hope.money)

4. What do I need to do for card activation before using it?

You have to top up at least 25 USDT/USDC, complete KYC verification and select your card type in order to activate your card.

5. How long does it take to reflect on your account after topping up?

The new balance of your card will be reflected immediately upon each successful top-up.

6. What documents are required for KYC?

During the registration process, we will need you to provide us with yours:

  • Full legal name

  • Date of Birth

  • Government-issued ID or passport

  • Address

  • Contact number

7. How long does it take to approve KYC after submitting documents?

After you have uploaded your document, the result will be out immediately. You may check your KYC status on the HopeCard Account.

8. How do I report fraud, or a lost or stolen card?

9. How do I freeze or cancel my card?

You can lock your card through HopeCard Account to prevent any further transactions being made on it.If you need help with anything, please get in touch with our customer support team (custermerservice@hope.money)

10. How do I dispute a card transaction?

Please get in touch with our customer support team (custermerservice@hope.money) to lodge your dispute.

11. How to upgrade your HopeCard and fees details

There are 8 VIP levels, with newly registered users starting at VIP 0. Users can upgrade their account level through consumption and participation in events, and the current maximum level is VIP 7.

VIP Levels Level Criteria (Accumulated consumption amount settled in the past 30 days)

VIP 0 (Regular User)

< $25

VIP 1

≥ $25

VIP 2

≥ $100

VIP 3

≥ $400

VIP 4

≥ $800

VIP 5

≥ $1,800

VIP 6

≥ $4,800

VIP 7

≥ $8,800

12. What are the HopeCard referral rewards?

User will receive 1,000 points for each referral. Rewards will be issued once the new user successfully activates the HopeCard account.

13. How do I see the fees I’m being charged?

Simply log in to HopeCard Account and you can check your transactions history and charges on your card.Depending on your location, it might charge fees for international transactions.

14. What are Pending or Reversed card transactions?

  • What is a Pending card transaction? A pending transaction is a recent card transaction that has not yet been fully processed by the merchant. If the merchant doesn't take the funds from your account, in most cases it will drop back into the account after 7 days.

  • How long will a transaction remain Pending? Generally, it takes about 3 to 5 business days to process a transaction, although it can take up to 10 business days or longer.

  • Can I stop or cancel a card transaction while it’s Pending? A pending transaction will affect the amount of credit or funds you have available. Cancelling a pending transaction usually requires contacting the merchant who made the charge. Once a pending transaction has posted, contact your bank or card issuer to dispute it.

  • What is a reversed card transaction? Reversal transaction refers to situations where a client has sent the money, but it is yet to be received by the merchant’s account. While it is still being processed, the transaction can be reversed.

15. How to Solve 2FA Code Error?

  • Synchronize the time on your phone with the device from which you’re attempting to log in.

  • Use incognito mode on your browser to log in.

  • Clear your browser cache and cookies and try logging in again.

If none of the above suggestions can solve your problem, please reset your Google Authenticator.

16. Why did my card payment fail?

Your card payment might fail if:

  • The card number, expiration date, or CVV or CVC wasn’t entered accurately.

  • There are insufficient funds in your account to cover the transfer

  • You’ve reached your credit limit.

  • Your card has expired or hasn’t been activated.

First, be sure the card is active and the account balance or credit limit is enough to cover the transaction amount and any fees. Next, check that all details have been entered correctly. A missing digit, misspelled cardholder name, or incorrect expiration date can cause your payment to fail.If you’ve followed those steps and you’re still not able to send, you may contact our customer support for further investigation.

17. Where will I see Hope card transactions?

Simply log in to HopeCard Account and you can check your transactions history.

18. How to check card information?

Sign into your HopeCard Account and you can check and manage your account information.

19. Why can I not redeem my points?

The reward points obtained by users will be frozen for 30 days, and they can be redeemed for LT only after being unfrozen. The system will convert your points into LT based on the real-time exchange rate between points and LT, then issue them to the address that you filled in.

If you cannot redeem points, please make sure there are redeemable points in your account (i.e. the unfrozen points). If you still cannot redeem points, please contact customer support

20. How long does each KYC take place?

The time required to reprocess your KYC verification may vary depending on the complexity of the issue and the volume of pending verifications. Our team will work diligently to resolve the matter as quickly as possible. We appreciate your patience during this process and will keep you updated on the progress.

21. Why is my KYC rejected?

There could be several reasons why your KYC (Know Your Customer) verification was rejected. The most common reasons include:- Inaccurate information: If the information you provided during the KYC process does not match the details on your submitted documents, it can lead to rejection.-Suspected fraudulent activity: If our system detects any suspicious or fraudulent activity during the verification process, your KYC may be rejected.- Non-compliance with regulatory requirements: If you fail to meet the regulatory requirements set by the relevant authorities, such as age restrictions or residency criteria, your KYC may be rejected. Please refer to FAQ 22 for the prohibited countries using the card.

22. List of prohibited countries using the card

There are certain countries where card usage is restricted or prohibited. The list of prohibited countries can vary based on the policies and guidelines of our Visa card payment company. Here is a list of countries that are subject to restrictions or prohibitions for card usage:

Afghanistan

Central African Republic

Guyana

Myanmar

South Sudan

Algeria

Crimea, Donetsk, Luhansk

Iran

Nepal

Sudan

American Samoa

Cuba

Iraq

Nicaragua

Syria

Balkans

Democratic Republic of Korea

Lebanon

Qatar

Ukraine

Bangladesh

Democratic Republic of the Congo

Lesotho

Russia

Venezuela

Bolivia

Egypt

Libya

Saudi Arabia

Yemen

Cameroon

Gabon

Mali

Somalia

Zimbabwe

23. Why can't I receive sms when blinding card to Google Pay/Apple Pay?

There could be several reasons why you are not receiving SMS when attempting to bind your Visa card to Google Pay/Apple Pay.

  • Network or signal issues: Poor network coverage or weak signal strength may hinder the delivery of SMS messages to your device. Please ensure that you have a stable cellular network or a reliable internet connection.

  • Mobile carrier restrictions: In certain cases, mobile carriers may have restrictions or filters that block SMS messages from certain senders or services. You may need to contact your mobile carrier to inquire if there are any restrictions in place.

  • Incorrect phone number or contact details: Double-check that you have provided the correct phone number or contact details during the binding process. A small error in entering your phone number can prevent SMS messages from reaching you.

  • Spam or message filtering: Check your device's spam or message filtering settings to ensure that SMS messages from unknown or unrecognized numbers are not being blocked or redirected to a separate folder.

If you still experience not receiving the sms, please contact our customer support team via email (custermerservice@hope.money).

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