> For the complete documentation index, see [llms.txt](https://faq.wanttopay.net/wanttopay-app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://faq.wanttopay.net/wanttopay-app/english/kak-polzovatsya-kartoi/populyarnye-voprosy.md). # Frequently Asked Questions Answers to the most frequently asked questions about registration, cards, and how the service works.\ Didn't find the answer? Use the knowledge base search — it's at the top of the page. *** ### 🧩 General questions
How do I register in the service? To register, go to the [Wanttopay mini app ](https://telegram.me/WantToPayBot?start=w17851188--luMLI)in Telegram. You can also issue a card there right away. Read more in the [Registration](/wanttopay-app/english/s-chego-nachat/registraciya-v-wanttopay.md).
What should I do if I lost access to my account or Telegram? Register again in our [mini app](https://telegram.me/WantToPayBot?start=w17851188--luMLI), from another Telegram account and with a different email. After that, contact [support ](https://telegram.me/WantToPaySupportBot)— we will ask a few questions and transfer the data.
I entered the wrong email or full name — how do I fix it? If you entered the wrong full name or email during registration, contact our [support](https://telegram.me/WantToPaySupportBot). Correction is only possible manually through an operator.
How does support work and how can I contact it? [Support](https://telegram.me/WantToPaySupportBot) works daily from 08:00 to 22:00 (UTC+3), without weekends or holidays. Operators are unavailable at night — leave a message, and we'll reply in the morning 🙂
How do I delete my account? Contact [support](https://telegram.me/WantToPaySupportBot) and specify the email you registered with. You can find it in the [Wanttopay mini app](https://telegram.me/WantToPayBot?start=w17851188--luMLI): Home → Settings.
### 💳 **Card questions**
How do I issue a card? Open [**WantToPayBot**](https://telegram.me/WantToPayBot?start=w17851188--luMLI) → Menu → Open Mini App → **"Issue a card"**. Before issuing a card, you will need to complete verification: confirm your phone number, email, and identity.
How do I top up the card? Go to the [mini app](https://telegram.me/WantToPayBot?start=w17851188--luMLI), click **"Top up"** under the card image and choose a convenient top-up method: **fiat** or **cryptocurrency**.
Where can I see the prices/top-up rate? You can find card prices in the [Tariffs](/wanttopay-app/english/tarify/sravnenie-tarifov.md). Prices and the top-up rate are also displayed in the personal account of the [Wanttopay mini app](https://telegram.me/WantToPayBot?start=w17851188--luMLI). Open **"Home" → "Add card" (+)** — on the storefront you will see the cost, rate, and denominations.
How do I use the card? * Make sure your IP matches the card's billing address. * The main currency is **USD**, other currencies are converted automatically. * Before paying for a particular service, change your subscription region to the country from the billing address. * Track transactions in [mini app **Wanttopay**](https://telegram.me/WantToPayBot?start=w17851188--luMLI)**.**
Does the card have an IBAN? No. Wanttopay does not have a bank account with an IBAN, so **we cannot receive or send bank transfers by IBAN**. We also do not support international transfers via **SWIFT**. Our cards are intended for paying for purchases and services, not for bank transfers.
Why was my payment declined? Most often a payment fails for one of the following reasons: * **Insufficient funds** — check your balance, taking any possible fee into account. * **The service or purchase category is not supported** — some merchants and categories are unavailable for card payment. * **Geodata do not match** — for some services the **card billing country, connection country, and your current location**must match. But not for all. You can check which connection country is displayed for you on the site . * **The card is frozen or blocked** — check the card status in the app. You may not have paid for the subscription that covers your card's maintenance. * **A temporary restriction was triggered** — this can happen after several failed payment attempts. Before trying again, check the balance, card details, geodata, and card status. Also make sure the required service is supported by Wanttopay cards.
What should I do if the payment still doesn't go through? Make sure you have not violated the card usage rules. If everything is fine — [contact support ](https://telegram.me/wanttopaysupportbot)and provide: * a description of the problem and the steps you took * the error text and screenshots The more detail you provide, the faster we can help.
The funds were charged, but I didn't receive my product/subscription — what should I do? If the payment did not go through but the funds are frozen — they will return to the card within **10 calendar days**. If that does not happen — contact [support](https://telegram.me/wanttopaysupportbot).
Do cards support refunds? Yes, cards support refunds. The funds will be returned to the card within **10 calendar days** after the refund is confirmed by the service. If the money has not arrived — [contact support](https://telegram.me/wanttopaysupportbot).
Why am I being charged extra money for purchases? This is a fee. It exists on the **Easy**, **Prepaid** and **Pro**plans. More details in the [Tariffs and terms](/wanttopay-app/english/tarify/sravnenie-tarifov.md).
How do I transfer or merge the balance? Balance transfer is available only for cards on the Pro plan. If you want to transfer the balance from this card to another Wanttopay product, contact the [technical support team.](https://telegram.me/wanttopaysupportbot)
Can I get a refund for the card? No, Wanttopay cards are not refundable or exchangeable.
Can I get my money back for a purchase? If you paid for a purchase with a Wanttopay card and want a refund, write to our [support](https://t.me/WantToPaySupportBot). We will review the situation and forward the refund request to the provider if there are grounds for it. The refund can take from a few days to **45 days** — the exact time depends on the provider and the specific situation.
What operations are prohibited on the card? **Prohibited categories:** > Cards cannot be used for: > > * 18+ content (exception: Patreon, OnlyFans, Fansly, Subscribestars Adult, PixivFanBox) > * money transfers and currency exchange > * cryptocurrency exchanges and their analogues > * online casinos, betting, lotteries, and gambling > * dating sites > * top-ups of third-party wallets (WebMoney, Payeer, PayPal) and prepaid cards > * debt repayment and bail payments > * other resources that violate international law **Transfers and withdrawals:** > Transfers and withdrawals to cards, accounts, or e-wallets are unavailable. Cash withdrawals are also not supported. **Prohibited currencies:** > You cannot use the card to pay in Ukraine, Russia, Serbia, Pakistan, and Belarus. If you try to pay in these countries, in local stores or online services, the card and the funds on it may be automatically blocked by the issuing bank. You also cannot make payments in the currencies of these countries.
The card disappeared from the app: what should I do? If you want to issue a card of a certain plan but don't see it on the app storefront, wait a bit and try checking again later. Sometimes individual cards are temporarily unavailable for purchase. If a card you have already issued disappeared, first check its expiration date. If the card is still valid but not displayed in the app, write to [support](https://t.me/WantToPaySupportBot) — we'll find it together.
Can I open a foreign bank account? No. The Wanttopay virtual card is not a bank account: foreign bank accounts are not opened, the card does not have an IBAN, and IBAN and SWIFT transfers are unavailable. The card is intended only for paying for purchases and services.
Do I need to notify the tax authorities? Requirements for notifying tax authorities depend on your country of tax residence and may change.\ \ Wanttopay does not provide legal or tax advice — for this issue, contact a lawyer or tax advisor in your country.
How do I close the card? You can close the card only through [our support](https://t.me/WantToPaySupportBot) — this function is not yet available in the app. Write to us and say that you want to close the card. If there is a remaining balance on it, we will ask you to confirm the action with a code that will be sent to your email. If there are no funds on the card, your confirmation is enough.
What happens to the remaining balance if I close the card? **If the card has expired:** under the card terms, the remaining balance is not refunded after expiration, but right now we help return such funds. Write to[ support](https://t.me/WantToPaySupportBot) — we will send a request to the card provider to retrieve the remaining balance from the card. While waiting, we will issue you a new card with the same parameters and a zero balance. After the provider responds, we will transfer the remaining balance to the new card. **Important:** we do not guarantee the return of the remaining balance — the ability to recover it depends on the card provider. Under the terms of some providers, funds are not refunded after the card expires. Therefore, we recommend using up the remaining balance before the card expires whenever possible. **If you just want to close the card:** when the card is deleted, the remaining balance is usually lost. But if you want to keep the funds, write to [support](https://t.me/WantToPaySupportBot) **before closing the card,** and we can transfer the remaining balance to the internal balance.
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