Is there any transaction fee when I top up my card?
Yes. Card top-up fees may apply.
The top-up fee depends on the card plan selected by the user. Different plans may have different recharge fees, withdrawal fees, transaction fees, spending limits, and other card-related conditions.
Users should always review the selected plan before purchasing or using a card.
Can I get a card if my KYC is declined?
No. If your KYC verification is declined, you will not be able to create, purchase, or use a RutoWallet virtual card.
KYC verification is mandatory for card access.
Why can KYC verification be declined?
KYC verification may be declined for different reasons, including:
- Mismatch between the information entered and the submitted documents
- Unsupported or restricted region
- Unsupported document type
- Poor document image quality
- Expired or invalid document
- Incomplete verification submission
- Domestic ID not recognized by Sumsub
- Additional compliance or verification restrictions
If your KYC is declined, you may need to review the reason shown in the app or contact support for further assistance.
Is KYC required for every card user?
Yes. KYC is required for users who want to access virtual card services.
Basic wallet access may not require KYC, but card access requires successful KYC verification.
Are RutoWallet virtual cards 3D Secure supported?
Yes. RutoWallet virtual cards are designed to support 3D Secure where required.
However, users may not always see a separate 3DS pop-up or external authentication screen. In some cases, 3D Secure authorization may be handled by the system automatically.
If a transaction is authorized, it means the transaction was approved through the available card authorization process. If a transaction is declined, it may be rejected because of provider rules, merchant restrictions, insufficient balance, security checks, or other card-related conditions.
Is there a fee for declined transactions?
Yes. Some declined or failed card transactions may still result in a fee.
This fee may be charged by the card provider, processor, or payment network. If a declined transaction fee applies, it may be deducted from the card balance or handled according to the card plan rules.
Users should review their card plan to understand any failed transaction or declined transaction charges.
Can I add my card to Apple Pay or Google Pay?
Some RutoWallet virtual cards may support Apple Pay or Google Pay, but not all cards are eligible.
Eligibility depends on the selected card plan, card BIN, issuer support, card provider, region, and wallet compatibility. If a card cannot be added to Apple Pay or Google Pay, it means that card is not eligible for that service.
This is one reason why choosing the right card plan is important.
Can I change my card PIN?
Yes. Users may be able to change their card PIN from the card management section.
The availability of PIN settings may depend on the card type, card provider, selected plan, and supported features.
Can I use the virtual card at an ATM?
No. RutoWallet virtual cards currently do not support ATM withdrawals.
If ATM support becomes available in the future, RutoWallet may update the card documentation and notify users through official channels.
What should I do if I see an unauthorized card transaction?
If you notice a card transaction that you did not authorize, you should immediately freeze your card from the RutoWallet app or website.
After freezing the card, contact RutoWallet support as soon as possible and provide the transaction details. The support team can guide you through the next steps, including review, dispute, or card protection actions where applicable.
Why was my card transaction declined?
A card transaction may be declined for several reasons, including:
- Insufficient card balance
- Restricted merchant category
- Unsupported country or region
- Card plan limitations
- Provider or issuer restrictions
- Failed 3D Secure authorization
- Suspicious or high-risk activity
- Incorrect card details
- Merchant does not support the card type
- Card is frozen, closed, or inactive
Users should review their card status, card balance, plan details, and merchant eligibility before trying again.
Can I still use my wallet if my card is not active?
Yes. The wallet and card are separate.
Even if a card is not active, declined, frozen, or closed, the user may still be able to use supported wallet features unless the account itself is restricted for security, compliance, or risk reasons.
Are wallet balance and card balance the same?
No. Wallet balance and card balance are separate.
Funds in the wallet are not automatically available for card spending. Users must recharge or top up the card before using it for payments.
Can I withdraw money from my card back to my wallet?
Yes. Users can withdraw available card balance back to their RutoWallet wallet.
During withdrawal, the USD card balance is converted into the selected supported cryptocurrency and added to the user's wallet balance, after any applicable fees and conversion conditions.
Where can I see card fees and limits?
Card fees and limits are shown on the card plan page.
Users should review the plan page before purchasing a card, recharging a card, withdrawing from a card, or using the card for payments.