Common reasons for canceling a payment

Payment can be cancelled for several reasons. Please check the following:

• Balance: Ensure that there are enough funds on the main balance (not the trading balance), including the fee.
• Limits: The payment may exceed your daily or monthly limit. You can check the current values and the remaining limit on the card dashboard.
• Online limits: Your card may have a limit on online payments. Check the settings.
• Limited services: Some services are not supported. Payments with MCC codes that are not allowed for this card will be automatically rejected.
• Security restrictions: If you have recently changed your password or disabled 2FA, your account may be subject to a withdrawal restriction for 72 hours.
• Incorrect PIN (for a physical card): Ensure that you have entered the correct PIN code and, if necessary, verify it against the information in the application. If the PIN code is a perfect match and the error persists, use the following instructions:

1. Change the PIN code in the mobile application.

Please note: You can change the PIN code in the “Card settings” section below the card image. Click “Change PIN”.

2. Open the app and update your card PIN.
3. Go to an ATM (Automated Teller Machine, which is used for banking tasks like withdrawing cash or checking your balance). Do not use a POS terminal (Point of Sale device, which is meant for merchants to accept card payments for purchases).
4. Insert the card into the ATM and carry out an operation using the new PIN. For example, check your balance or make a cash withdrawal.
5. After that, the system will write the new PIN code to the card chip.
6. Use the card again to make purchases at POS terminals with the new PIN code.

• The payment failed because the Nova card is not available for use in this country.

  Expand to view the list of countries

  • Belarus
  • Russia
  • Burma (Myanmar)
  • Democratic People's Republic of Korea
  • Iran
  • Afghanistan
  • American Samoa
  • U.S. Virgin Islands
  • Guam
  • Yemen
  • Libya
  • State of Palestine
  • Puerto Rico
  • Somalia
  • Northern Mariana Islands
  • Syria
  • Sudan
  • Western Sahara
  • Republic of Kosovo
  • South Sudan
  • Republic of Nicaragua
  • Trinidad and Tobago
  • Venezuela
  • Algeria
  • Burkina Faso
  • Burundi
  • Cambodia
  • Cayman Islands
  • Dominican Republic
  • Equatorial Guinea
  • Guinea-Bissau
  • Honduras
  • Iraq
  • Lebanon
  • Mali
  • Mozambique
  • Pakistan
  • Nigeria
  • Uganda

What to do if you haven’t received a refund?

A refund is the return of funds for a transaction — a payment that is sent back by the merchant to the customer for goods or services. Refunds are usually processed when the item was not delivered, is defective, does not match the description, or the service was provided with poor quality.
 

To have such a refund credited to your balance, in most cases, you will need to personally contact WhiteBIT support service.

If the merchant refuses a refund, you can initiate a formal dispute through the Visa payment system. See WhiteBIT Nóva transaction dispute.