Abnormal Transactions

Q: I found that money has been deducted from my account, but I haven't made any transactions.

A: If the settlement amount exceeds the authorized amount, the platform will make additional deductions. If the additional deduction is not made by Redotpay but by another platform, please contact the respective transaction website to initiate a refund. Once we receive the refund from the other transaction website, we will refund the amount to you.

Q: Why am I receiving an error message when trying to make a payment on AliExpress?

A: This issue is the risk control carried out by Aliexpress when personal transactions occur, we understand and support Aliexpress's behaviour. If you encounter this issue with your card during transactions, it is recommended that you try again after some time.

Suggested Solutions:

1.Please submit your statement and appeal to the AliExpress platform. Once approved, you will be able to use it.

2.Please try using your card on other platforms to see if it works.

3.If your appeal is not approved but your card works on other platforms, it is likely an AliExpress risk control issue. You will need to contact AliExpress customer service.

Q: Why is money still deducted even though the transaction is declined？

A: For declined transaction, your money will not be deducted. You can view the asset bill on the homepage of the app.

For pending transactions, if your transaction is deducted but the transaction is not successful, a refund will usually be issued within 2-5 days. Please wait patiently.

Q: Is there a fee for using the Visa Direct service?

A: Yes, currently there is a fee of 5-10%. 

Q: Does the Visa Direct service have a limit on the amount?

A: Yes, there may be restrictions set by the sender's bank or platform. It is advisable to confirm these restrictions in advance.

Q: What should I do if an error occurs on the Redotpay payment page?

A: 1.Please check if your balance is sufficient, which is shown as "available balance" above the card in the APP.

2.Check if currency with balance is selected for payment.

Checking steps: ① Settings ② Payment Settings ③ Payment Priority Order

3. Each card has an independent single transaction limit setting. Have you ever set a single consumption limit yourself？

Checking steps: ① Card ②Limit

4. If the available balance is sufficient and there is no transaction limit, you can try changing the merchant to bind the card.

Q: What should I do if I fail to make a payment or make a transaction on a website (not Redotpay)?

A: Please check the Redotpay app for any error messages on the card. If so, please provide a screenshot and contact online customer service. If not, it means that the card does not support transactions on this website.

Q: What should I do if I fail to bind my card on websites (such as Apple Pay, PayPal, Google Pay, Facebook, etc)?

A: After activating the card, Visa will synchronize data with institutions such as PayPal/Apple Pay/Google Pay/Facebook. Some users may encounter slower synchronization, but the vast majority of users will be able to use it within 2 days. If the transaction fails, please do not repeat the transaction as it may be considered a malicious transaction by Visa and the card may be frozen. Please wait for a while before attempting again. If you still cannot bind within a few days, please check your identity information when registering.

Q: What should I do if I am rejected when adding a Redotpay card to the Apple Store？

A: Please change the region of the Apple Store to Hong Kong and try again.

Q: My card can be used on Apple Pay in the United States, but it cannot be used in some countries.

A: Due to differences in policies and regulations for Apple Pay in different countries and regions, we suggest that you contact Apple customer service in your current country or region to inquire about the specific reason. Thanks for your understanding.

Q: I was rejected while using Redotpay cards to recharge game coins.

A: Different websites have different risk controls for Visa cards. If your payment is refused, it indicates that they do not currently support recharging game currency. It is recommended to use other payment methods.