VirtualCardOnline
Sign in

Questions

Answers, grouped by what you are doing.

Start with the group closest to your question. If the answer is not here, the Support app in your space reaches a person, with your orders already attached.

Access and your space

Creating an account, confirming the email and pairing the authenticator.

Q01
What do I need to open a space?

An email address you can read, a password, and an authenticator app on your phone (any app that shows six-digit codes that change every 30 seconds works).

You confirm the email address with a link we send, then pair the authenticator by scanning a QR code. Both steps are needed before you can order.

Why is the authenticator not optional?

Your space holds card numbers and money. A password alone can be guessed, reused or phished; a code that changes every 30 seconds on a phone only you hold is much harder to steal. That is why every account pairs one, and why there is no switch to turn it off later.

The confirmation email did not arrive. What now?

Look in the spam or promotions folder first. If it is not there, sign in and use "Send the link again" on the confirmation screen; each new link replaces the old one.

Still nothing after ten minutes? Write to [email protected] from the same address and we will check the delivery for you.

I lost the phone with my authenticator. Can I still get in?

Yes, with one of the recovery codes you stored when you paired the authenticator. Each code works once. After signing in, pair the new phone and create a fresh set of codes in Settings.

Without a recovery code, write to us from the account's email address. A person verifies it is really you before resetting the authenticator, which can take a little time on purpose.

Can I change the email address of my account?

Write to support from the current address and tell us the new one. Because the email address is how we recognise you, a person makes this change after checking it is you.

Ordering with the assistant

How the scripted card assistant works and what it asks for.

Q02
Is the card assistant a real person or AI?

Neither. It is a fixed script that asks the same questions in the same order every time: how much the card should hold, whether the price is fine, and how you want to pay. It cannot invent answers or change prices. A person comes in later, when the payment is checked.

Can I change an answer after I gave it?

Yes. Every answer you gave has an "Edit" link next to it. Using it takes the conversation back to that question; anything after it is asked again, and the price is worked out again if the amount changed.

I would rather fill in a form.

Open "Use the simple form instead" at the top of the assistant. It is one page with the same steps, the same prices and the same checks, and it works without the conversation.

How long does the assistant hold a price?

For 30 minutes after it shows you the price. If you finish the order in that time, that is the price you pay. After that the price is simply worked out again, with the fees in force at that moment.

Payments and transaction IDs

Manual transfers, hosted checkout and the transaction ID that links them to an order.

Q03
Which ways can I pay?

The ways that are open at the moment appear as choices in the assistant. A crypto transfer shows our receiving address and asks for the transaction ID afterwards; a hosted checkout sends you to the payment provider's own page to finish there.

What is a transaction ID and where do I find it?

It is the unique reference of your transfer on the blockchain, sometimes called TXID or hash. Your wallet or exchange lists it in the details of the withdrawal, usually as a long string of letters and digits.

Copy all of it. We use it to find your transfer and match it to your order, and each ID can belong to one order only.

What if I sent the wrong amount?

Send exactly the total the assistant showed. If less arrives, the order is held as "payment needs a check" and someone contacts you about the difference. If more arrives, write to support from the order so we can sort it out with you.

I sent the transfer on the wrong network. Is it lost?

Possibly. A transfer on another network or in another coin may not reach us at all. Write to support at once with the transaction ID; we will tell you honestly whether anything can be done, but we cannot promise to recover it.

How long until my payment is checked?

Most cards are ready within a few hours after the payment is confirmed. A crypto transfer first needs its network confirmations, which usually takes minutes and occasionally longer. You get an email and a signal in your space as soon as the order moves.

What it costs

The funding fee, the setup fee and the limits, in plain numbers.

Q04
What does a card cost?

Two fees, both shown before you pay: a funding fee of 15% of the balance you choose, and a setup fee of $5.00 per card.

For a $100.00 card that means $100.00 + the funding fee + $5.00. The costs page has a calculator for any amount.

Is there a monthly fee?

No. You pay once, when you order the card. We do not charge anything while the card sits in your space.

How much can a card hold?

From $10.00 to $5,000.00 per card. If you need more, you can order more than one card.

Can the shop or my bank charge something extra?

We cannot see or control that. Some shops charge for currency conversion or add their own fees, and your exchange or wallet may charge for sending the crypto. Our price covers only our two fees.

Using a card

Seeing the details, using the balance and what each status means.

Q05
Where do I find the card details?

In the Cards app in your space. The number, expiry date and security code stay sealed until you enter a new code from your authenticator; then the card turns over and shows them for a short time before sealing itself again.

Will my card work at every online shop?

Not necessarily. Each shop decides which cards it accepts, and some refuse virtual cards in general. The library has guides for common kinds of shops and what to check before you pay.

A payment was declined. What should I do?

First check the balance, the expiry date and that you typed the details exactly. Some shops also ask for a billing address; use the one shown with the card if there is one.

If it still fails, open a conversation from the card in your space. Tell us the shop's name, the amount and the time, and never send the card number itself.

What do active, frozen and closed mean?

Active cards can be used. A frozen card is paused, for example while we look into something unusual, and can be made active again. A closed card cannot be used or opened again, for instance after a refund.

Can I top up a card?

No. A card holds the balance you paid for. When you need more, order another card through the assistant.

Refunds

Which balances can come back, how much and how long it takes.

Q06
Can I get my money back?

It depends on whether the card has been used. An unused card: the full balance. A used card with at least $500.00 left: the balance minus a 10% commission, and the card is closed. Smaller balances on used cards are not refundable.

The funding fee and the setup fee are never refunded.

How do I ask for a refund?

Open the Refunds app, choose the card and say why. The app shows what the policy allows for that card before you send anything. A person checks the request and confirms the final amount.

How is a refund paid?

In crypto, to the address and on the network you give with the request. Check them carefully: a refund sent to the address you gave cannot be recalled. The network's sending cost may be taken from the amount.

How long does a refund take?

Most requests are answered within a few working days. You get an email when it is paid out, with the transaction ID of the payout.

Keeping the account safe

What protects the account and what we will never request from you.

Q07
Will VirtualCardOnline ever ask for my password or a code?

No. Nobody from VirtualCardOnline will ask for your password, your authenticator code, a recovery code or a card number, by email, chat or phone. Anyone who asks is not us.

If you receive such a request, do not answer it and tell us about it.

How do I know if someone else signed in?

Settings shows every recent sign-in with its time, browser and network. A sign-in from a device we have never seen before also sends you an email. If something is not yours, change the password (which signs out every other session) and create fresh recovery codes.

What happens to the card details when I close the browser?

Nothing is kept in the page. Unsealed details are wiped as soon as the card seals itself, when you switch away from the tab, or when you leave the page.

Why was my account suspended?

We suspend an account when something about it needs a closer look or breaks the terms. The email we sent explains why. Reply to it, or write to [email protected], and a person will look at it with you.

Getting help

Where to write and what to include so the first reply solves it.

Q08
How do I reach a person?

Signed in: open the Support app and start a conversation; replies appear there and by email. Not signed in: use the reach-us page or write to [email protected].

What should I include in my message?

The order or card it is about (the reference such as VCO-… is enough), what happened and when, and what you already tried. Never include card numbers, codes or passwords.

When does support answer?

A person answers every message, usually within the same day. Questions about payments that are already checked are answered first.

Still unsure?

Ask a person.

Account holders get the fastest answers from the Support app, because the order and card details are already there. Everyone else can use the form.

Open Support Reach us