Question 1

Why is my verification still pending?

Accepted Answer

Verification is usually completed quickly, but some applications may require additional compliance or identity checks. If your verification has been pending for an extended period, our Compliance Team may still be reviewing your information.

Question 2

Why can't I find my country during verification?

Accepted Answer

Certain countries may be temporarily unavailable due to regulatory, compliance, or operational requirements. If your country does not appear in the verification list, onboarding services are currently unavailable for that region.

Question 3

Why was my verification rejected?

Accepted Answer

Verification may not be approved due to our internal policies, which could include one of the following reasons: the submitted document is expired, damaged, or unclear; the information on the document does not match your account details; your country is currently unsupported.

Question 4

Can Customer Support manually approve my verification?

Accepted Answer

No. Verification decisions are handled exclusively by our Compliance Team. Customer Support cannot manually approve, reject, or override verification outcomes.

Question 5

Why is my card frozen or blocked?

Accepted Answer

Your card may be temporarily restricted for security reasons, including multiple declined payment attempts, insufficient balance during repeated transactions, use with restricted merchants, unusual account activity, or compliance and security reviews.

Question 6

How do I unfreeze my card?

Accepted Answer

If you froze the card yourself: open the Card section within the app, select Unfreeze, and confirm the action. If the card was blocked by PayitFast: check your registered email inbox, including your Spam or Junk folder, look for a message from our Support Team, then reply with the requested information and wait for the review to be completed.

Question 7

What happens if my payment is declined multiple times?

Accepted Answer

Repeated declined transactions may trigger an automatic security review. To help protect your account, your card may be temporarily blocked until the activity can be reviewed.

Question 8

Is my money safe while my card is blocked?

Accepted Answer

Yes. Your funds remain secure and accessible within your account. The restriction only affects card spending while the review is in progress.

Question 9

How can I prevent my card from being blocked?

Accepted Answer

Before making a purchase, ensure you have sufficient available balance, avoid making multiple payment attempts after a transaction is declined, do not attempt transactions with restricted merchants, and review the Prohibited Activities policy if you are unsure whether a merchant is supported.

Question 10

Why hasn't my deposit arrived yet?

Accepted Answer

Most deposits are credited automatically once the required blockchain confirmations have been completed. If your deposit has not arrived, it may still be processing on the network or awaiting confirmation.

Question 11

What should I check before contacting Support?

Accepted Answer

Please verify that the correct cryptocurrency was sent, the correct network was used, the destination wallet address matches the one provided in your PayitFast account, and the transaction has been confirmed on the blockchain.

Question 12

How long do deposits take?

Accepted Answer

Deposit processing times vary depending on the blockchain network used. While many deposits are credited within minutes, some networks may experience delays during periods of high activity.

Question 13

I sent a deposit but used the wrong network. What happens?

Accepted Answer

Deposits sent using an unsupported or incorrect network may not be automatically credited to your account. In these situations, recovery may not be possible and additional investigation may be required.

Question 14

My transaction shows as completed on the blockchain, but I still haven't received the funds.

Accepted Answer

If the transaction has been successfully confirmed on the blockchain and the funds have not appeared in your account, please contact Customer Support and provide your Transaction Hash (TXID).

Question 15

Can PayitFast speed up a blockchain deposit?

Accepted Answer

No. Once a transaction has been submitted to the blockchain, processing speed is determined by the network itself and cannot be accelerated by PayitFast.

Question 16

What information should I provide when reporting a missing deposit?

Accepted Answer

To help us investigate as quickly as possible, please provide your Transaction Hash (TXID).

Question 17

My withdrawal is pending. What should I do?

Accepted Answer

Withdrawals may remain pending while additional checks are being completed. Common reasons include compliance reviews, Travel Rule requirements, blockchain network congestion, and large transaction reviews.

Question 18

Why was my withdrawal rejected?

Accepted Answer

A withdrawal may be rejected if verification requirements have not been completed, additional compliance checks are required, destination wallet information is invalid, or security restrictions are applied to the account.

Question 19

How long do withdrawals take?

Accepted Answer

Withdrawal processing times vary depending on the blockchain network, transaction volume, and whether additional compliance reviews are required.

Question 20

Can I withdraw referral rewards, cashback, or bonus funds?

Accepted Answer

No. Promotional credits, referral rewards, cashback rewards, and bonus funds are non-withdrawable and may only be used for eligible card transactions within PayitFast.

Question 21

How do referral rewards work?

Accepted Answer

Referral rewards are credited once all eligibility requirements of the referral program have been successfully completed by both parties.

Question 22

When will I receive my reward?

Accepted Answer

Reward distribution timelines vary by promotion or campaign. Once rewards have been processed, they will automatically appear in your account and you may receive a notification.

Question 23

Can rewards be withdrawn to a bank account or crypto wallet?

Accepted Answer

No. Reward balances cannot be withdrawn as cash, sent to an external wallet, transferred to another user, or converted into cash equivalents.

Question 24

What can rewards be used for?

Accepted Answer

Eligible rewards may be used to fund qualifying purchases made with your PayitFast Card.

Question 25

My reward has not been credited yet. What should I do?

Accepted Answer

If you believe a reward is missing, please contact Customer Support and provide the campaign or promotion name, reward details, relevant screenshots if available, and any previous ticket reference number.

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