Why Is My KAST Card Not Working? (Common Payment Issues)

Is your KAST card being declined? Here's a guide that explains common reasons and what you can do about it.

Is My New Card Activated?

If you've just received your physical KAST card, you need to activate it in the KAST app before its first use. This is a quick security step to make sure it got to you safely.

To learn how to activate your card, go to our guide on "Activating My Physical KAST Card".

Has My KAST Card Expired?

Like any payment card, your KAST card has an expiration date for security.

How to Check Your Card's Expiration Date:

Look for the "VALID THRU" date on the back of your card.  Note: Your card is valid through the last day of the month shown (e.g., a card with "12/30" expires on December 31, 2030).

What Happens When My Card Expires? 

We'll email you a reminder before your card's expiration date. If it expires, you will need to renew it in the app before you can use it again.

Why Was My Transaction Declined?

If your card is active and not expired, a transaction might fail for a few common reasons:

1. Incorrect Information When paying online

   Double-check that you've correctly entered your 16-digit card number, CVV code, "Valid Thru" date, and the billing address associated with your account. For in-person transactions, ensure you're using the correct PIN.

2. Insufficient Funds or Account Restrictions

   Your KAST card spends directly from your crypto balance. Here's how to check and fix balance issues:

	Open your KAST app and go to the homepage to view your available balance. Make sure you have enough funds for your purchase (including any fees).
	3. If you don't have enough funds, add more assets to your KAST balance through the "Receive" feature.

For your protection, you or our system may have frozen your card. To learn more about security freezes, please read "How Do I Unfreeze My KAST Card?"

Why Wasn't My KAST Card Accepted?

If your KAST Card transaction didn't go through, it might not be a decline from us. Often, the issue is with the merchant's payment setup or the type of purchase you're trying to make. Here are the most common reasons:

1. The Purchase Type is Restricted To protect you and your account, we block certain transaction types. Every merchant is classified with a specific code (a Merchant Category Code, or MCC). If you are trying to make a purchase from a merchant in a restricted category -like financial wire transfers- your transaction will not be approved.

2. Merchant Terminal Issues Sometimes the problem is with the merchant's payment system:

• Unsupported VISA Card: Some merchants don't accept certain types of VISA cards.
• Outdated Terminal: The merchant may have an outdated machine.

3. Your Digital Wallet Isn't Supported

• Google Pay: Your card is fully compatible. You can add it and start tapping to pay right away.
• Samsung Pay: We don't currently support Samsung Pay for your KAST Card, but we're working on it.

Why Am I Having Trouble Using My Card Abroad?

If you’re travelling internationally, keep these points in mind:

• Foreign Exchange Fees: Be aware of any fees associated with international transactions.
• Terminal Compatibility: Not all international payment terminals will be compatible with your card.
• Security Alerts: Using your card in a new country can sometimes trigger a security alert.

How Can I Prevent My KAST Card from Being Declined?

A little preparation can ensure your payments go through smoothly every time. Here are the best practices to follow:

• Always Check Your Balance First Before you shop, take a quick look at your "Cash" tab in the KAST app. This ensures you have enough funds to cover the total purchase, including any taxes or fees.
• Keep Your Information Updated For online purchases, a common decline reason is a billing address mismatch. Periodically check that the address linked to your KAST account is current.
• Know Your Card's Status If you've previously frozen your card for security, make sure you unfreeze it from the "Card" tab before trying to make a transaction.

Still Having Trouble?

If you've checked all of the above and your card is still not working, please reach out to our Concierge team.

Frequently Asked Questions

Can I use my KAST card at ATMs?

Yes, you can use your KAST card at ATMs that support the VISA network. 

Keep in mind: •Daily withdrawal limits may apply •ATM operator fees may be charged.

What should I do if my card is damaged?

If your KAST card is damaged: • You can continue using it digitally through Google Pay • Request a replacement card through the KAST app.

Are there transaction limits on my KAST card?

While there are no deposit or transaction limits, your KAST card has certain ATM withdrawal limits and security limits may also apply. For more information, please review the KAST Fees and Conditions Guide.

Why am I being charged a fee when using my card?

There are several types of fees that may apply when using your KAST card: • Foreign transaction fees (when using your card abroad) • Currency conversion fees • ATM withdrawal fees • Merchant-specific extra fees

For detailed information, please consult the KAST Fees and Conditions Guide.