What to do if my card is lost, stolen, or damaged?
If your card is lost, stolen, or damaged, we’re here to help. To get a replacement card, just follow these steps:
- Replacement fees are $215 for Plastic Cards and $360 for Metal Gold, Metal Silver, and Metal Black Cards.
Your card will be frozen if it’s lost or compromised. If it’s damaged but you still have it, we’ll freeze it upon your request until your new card arrives.
⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.
What happens when my card expires?
When your card approaches its expiration date, you’ll receive a notification via email two months in advance to remind you.
- To renew your card, simply follow these steps:
- Fill out the Customer Request Form: https://www.bananacrystal.com/bc-debit-card-customer-request/
- Submit the completed form to initiate the renewal process.
Card replacement fees are as follows:
- Plastic card: 215 USD
- Metal card: 360 USD
⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.
What should I do if my card has expired but I don't plan to get a new one?
If you decide not to renew your card, please follow these steps to request a Card Termination:
- Fill out the customer request form:
- Provide a photo of yourself with your passport.
- Provide a photo of the card cut in half.
- Be aware that a $20 administrative fee will be deducted from your account.
- Please remember to spend or withdraw any remaining funds before requesting card termination.
Once you’ve completed these steps, our team will process your request promptly.
⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.
What to do if an ATM swallowed my card?
We’re sorry to hear that your BananaCrystal card has been swallowed by an ATM. We understand how frustrating this situation can be, but rest assured, we’re here to assist you every step of the way.
Step 1: Contact the ATM Provider
The first step is to contact the ATM provider. Their contact information is usually displayed on the ATM or can be found online. They may be able to retrieve your card from the machine and return it to you.
Step 2: Freeze Your Account
To ensure the security of your funds, we’ll freeze your account immediately. This prevents any unauthorized transactions until you receive your new card.
Step 3: Order a New Card
If you are unable to retrieve your card from the ATM, we’ll assist you in ordering a new card. To proceed with the replacement, please provide the following information:
- Full name
- Card number
- Completed Customer Request Form: https://www.bananacrystal.com/bc-debit-card-customer-request/
- Selfie with your passport
- Transaction Hash for the replacement payment
Please note that replacement fees are 215 USD for Plastic Cards and 360 USD for Metal Cards. It may take 2-4 weeks to receive your new card. In the meantime, our team will work diligently to assist you and ensure the security of your account.
⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.
Can I still use my card if there's an issue with the blockchain?
Yes, in the event of a blockchain issue like low TPS (Transactions Per Second), it may affect the process of loading funds onto your card. However, once your card is loaded and your funds are stored with the bank, any blockchain hiccups will not impact your ability to use the card. You can still withdraw cash or make purchases as usual without any issues.