I loaded funds onto my card, but why aren't they showing up?
Processing may take up to 24 hours on workdays. If you load funds on Friday night or over the weekend, processing will occur on Monday. Please allow some time for the transaction to be processed, and the balance to be updated accordingly.
If you have any further concerns, feel free to contact our customer support team for assistance at Support@bananacrystal.com.
Why is my card balance different from what I loaded?
Your card balance may vary from the loaded amount due to the loading fee, which is 3.125% for Plastic Card, and 2.875% for all Metal cards. Additionally, please note that pending transactions can also impact the final balance.
If you encounter discrepancies in your card balance, we recommend trying the following troubleshooting steps:
- Clear cache
- Perform a hard restart (existing dashboard and browser)
- Relogin to your account
- Try accessing the dashboard from another device if possible
If the issue persists, please provide the following details for further assistance:
- The last 4 digits of your card
- Card load amount
- Time of the transaction
- A short description of the issue
- Details of any troubleshooting steps already taken
- A screenshot of the dashboard
Our team will investigate the issue promptly and assist you accordingly.
⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.
When I tried to load funds to the dashboard, the wallet showed a warning message saying “This is a deceptive request.” What should I do?
We apologize for the inconvenience you’re experiencing. I’ll promptly liaise with our development team to ascertain if this issue stems from our platform. It’s worth noting that some Metamask users have encountered similar warnings following a recent software integration, which may not directly impact BananaCrystal. Nonetheless, I’ll verify with our developers to ensure everything is functioning as intended.
What should I do if I'm missing or having a delayed card load?
If you’re experiencing issues with a missing or delayed card load, please follow these troubleshooting steps:
- Clear your browser cache.
- Perform a hard restart of your existing dashboard and browser.
- Log out of your account and log back in.
- Try accessing your dashboard from another device if possible.
If the issue persists or if you’re unable to locate the card load, please provide the following details:
- The last 4 digits of your card or email address
- Amount loaded
- Date and time of loading
- Txn hash of loading
- Screenshot of the full dashboard showing Transaction History and Card Balance
⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.
What should I do if I encounter technical issues with loading the card?
Problem Example:
- The confirm button remains unresponsive when attempting to complete the card-loading process.
- An “incorrect address” error message is displayed upon trying to load the card.
- A greyed-out token option appears on the dashboard, preventing selection.
Answer:
If you’re experiencing difficulties with the card application process, we recommend trying the following troubleshooting steps:
- Clear Cache: Clear the cache on your browser to remove any temporary files that may be causing the issue.
- Hard Restart: Perform a hard restart of both your existing dashboard and your browser.
- Relogin: Log out of your account and then log back in to see if the issue persists.
- Try Another Device: If possible, try accessing the application process from another device to see if the issue is device-specific.
If the problem persists after trying these steps, please provide the following details for further assistance:
- The last 4 digits of your card
- Amount of the card load
- Time of the transaction
- Short description of the issue
- Troubleshooting steps you have already taken
- Screenshot of your dashboard showing the unresponsive button
Our team will investigate the issue promptly and provide you with the necessary support to complete your card application.
⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.
Can I withdraw excess funds if I accidentally deposited too much to the card? Is there a way to deposit the funds/assets back into the wallet?
At present, the deposit process is unidirectional. Once funds or assets are deposited onto the card, there isn’t a mechanism to withdraw or transfer them back to the wallet. The intended flow is to load these funds onto your card for regular usage.