> For the complete documentation index, see [llms.txt](https://bxpay.gitbook.io/bxpay/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://bxpay.gitbook.io/bxpay/faqs/support-and-troubleshooting.md).

# Support & Troubleshooting

### Why is my transaction failing?

If your payment is not going through, check the following:

1. Ensure your card is **fully activated**
2. Maintain a **minimum balance of $10 USD** after the transaction
3. Some merchants that perform **pre-authorizations** (e.g., hotels, gas stations) may not support prepaid or digital-first cards

***

### Why can’t I use my Physical Card for online purchases?

Online transactions are **disabled by default in accordance with security and compliance protocols.**

👉 To enable online purchases:

1. Contact **BXpay Support** with:
   * Full Name
   * Email Address
   * Last 4 digits of your card
2. BXpay will review your request
3. Once approved, the online feature will be activated 

***

### Can I use a VPN?

VPNs can interfere with KYC and card processing systems and should be disabled during verification and transactions.

***

### What should I do if I experience technical issues?

If you’re facing errors, crashes, or loading problems, try these quick fixes:

1. **Clear your browser cache** (if using the web dashboard)
2. **Re-login to the BXpay site** and check if the issue continues
3. **Try again later** or use a different device
4. **Disable any VPN** — especially during the KYC process, as it may cause errors

💡 **Tip:** If the issue persists after these steps, contact **BXpay Support** at <support@bxpay.com> for further assistance.

***

### What should I do if I experience issues with my card or account?

Here are some common problems and quick fixes:

* **Failed transactions**\
  Make sure the merchant supports **3DS authentication** (required for security).
* **KYC verification delays**\
  Ensure all submitted documents are **clear, readable, and complete** (passport ID page + selfie). Avoid glare or partial uploads.
* **Technical errors**\
  If you see unexpected errors (e.g., API or system issues), contact **BXpay Support** at <support@bxpay.com> for assistance.

💡 **Tip:** Always check your account balance and card activation status before making a purchase.

***

### How do I contact BXpay Support?

You can reach the BXpay Support Team by email:

* **Email:** <support@bxpay.com>

💡 For faster help, include your **full name, registered email, and card number (last 4 digits only)** when submitting your request.


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