Advice and answers from the BitPay Team

For US Residents:

If you received an ID verification error:

Call our Card Services team. When you speak to them, tell them that you would like to fix an identity verification error that you received.

Client Services Hours:
Mon-Fri: 8:00 am. 10:00 pm EST
Sat-Sun: 9:00 am. 6:00 pm EST


In the event that you cannot pass the KYC process, our Card Services team will be happy to issue a full refund to you.

If you received a debit card application error:

This means that a system error has prevented your application from being processed. You will be notified via email when our Card Services team has successfully re-submitted your application, or if further action is required on your behalf.

For Non-US Residents:

If your BitPay Card application was declined due to an identity verification error, you can email to work with our cardholder services team on a resolution.   

For US Residents: The BitPay Visa Prepaid Card is issued by Metropolitan Commercial Bank, member FDIC, pursuant to a license from Visa, U.S.A. Inc. “Metropolitan” and “Metropolitan Commercial Bank” are registered trademarks of Metropolitan Commercial Bank © 2014. Use of the Card is subject to the terms and conditions of the applicable Cardholder Agreement and fee schedule, if any.

For Non-US Residents: The BitPay Visa® Prepaid Card is issued by Wave Crest Holdings Limited pursuant to a license from Visa® Europe. Visa® is a registered trademark of Visa Incorporated. Wave Crest Holdings Limited is a licensed electronic money institution by the Financial Services Commission, Gibraltar.

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