Frequently Asked Questions

We’ve included the answers to the most commonly asked questions here. If you need additional customer support, please log into your account dashboard.

Once your KYC authorization is complete, you can use your virtual card through your account dashboard immediately, and your physical card will arrive within 7 to 10 days.
Once we reach the point of international release, BlockCard Visa Cards shipped internationally may take up to 6 weeks to arrive depending on your location in the world.

We have worked hard to remove as many fees as possible; however – these fees are mandated by our banking partners.

For most card holders, BlockCard is free to use as long as the card holders use it for everyday expenses.  Exceeding $750 a month in spend results in the card holder paying $0 monthly fee.  No fees are charged before card activation.


Deposit Fee : $0.00

Exchange Fee : $0.00

Withdraw Fee : $0.00

Monthly Subscription Fee : $0 when spending over $750/mo at POS merchants

Monthly Subscription Fee : $5.00 when spending under $750/mo at POS merchants

POS Transaction (swiping the card) : $0.00

PIN Transaction Fee (Domestic) : $1.00

PIN Transaction Fee (Int’l) : $2.00

ATM Cash Withdrawal Fee (Domestic) : $3.00

ATM Cash Withdrawal Declined Fee (Domestic) : $0.50

ATM Cash Withdrawal Fee (Int’l) : $3.50

ATM Cash Withdrawal Declined Fee (Int’l) : $1.00

ATM Balance Inquiry Fee (Domestic) : $0.50

Automated Customer Service Fee 1-833-316-6052 : $0.00

Card Fee : $10.00 (plastic + virtual) / $50.00 (metal + virtual)

Card Replacement Fee (incl. Lost or Stolen Replacement) : $10.00 (plastic) / $50.00 (metal)

Account Closure/Balance Refund Fee : $0.00



*Fees are subject to change at any time.

The cash withdrawal limit (ATM withdrawals and cash advances at a bank) is $500.00 per day. This limit also applies to Paypal cash withdrawals and Venmo transactions.  The POS (point of sale – using debit and/or credit) limit is $5,000.00 per day. The combined limit of cash withdrawals and POS transactions is $5,000.00 per day. This is subject to change as we expand the program.

Initial rollout will be in the United States, followed by rollouts in other countries. We don’t have an exact timeframe yet, but we will update our users as soon as BlockCard Visa Card™ becomes available in other countries.

In the United States, in compliance with the USA PATRIOT Act and other laws, you must be a U.S. resident with a valid government issued ID and a verifiable address to open a card account and order a card. Currently we do not issue cards to residents of Puerto Rico, Guam, Virgin Islands, American Samoa or other U.S. territories.

The BlockCard Visa Card™ is a physical VISA debit card powered by Ternio. With BlockCard Visa Card™, card holders are empowered to spend their cryptocurrencies anywhere in the world major credit cards are accepted.  Your BlockCard Visa Card™ can be used anywhere in the world that Debit Visa is accepted as credit, debit, or at ATMs.

Your BlockCard Visa Card™ card is versatile. You can use your card as “credit”, where you run the card and sign for the purchase. You can also use the card as “debit”, which means that you enter your PIN to make a purchase. You can also use your BlockCard Visa Card™ card at any ATM where Debit Visa is accepted to withdraw cash. The BlockCard Visa Card™ card can also be used over the phone and online to make purchases.

No. BlockCard Visa Card™ cards are for personal accounts only. Per federal banking regulations, the identity of all applicants must be verified before an account can be created.

No. Per federal banking regulations, cardholders are only allowed one active card and one active account.  If you already have a plastic card when the metal card becomes available , existing plastic card users will be able to upgrade – so you can start with the plastic card now if you wish and easily upgrade later.

The expiration date for your card is listed on the front of the card.

You can update all of your account information from your account dashboard at https://dashboard.getblockcard.com under the Support menu, Profile information.

If you decide to cancel your BlockCard Visa Card™ account you will need to withdraw any remaining TERN balance on your card to an external cryptocurrency wallet before we can close your account. After you have done so, contact Customer Support through the Support menu on your account dashboard and we will assist you with closing the account after we verify the final withdrawal transaction has completed.

If the merchant has already finalized the initial transaction, you will see a merchant credit on your card in 3-5 business days. If the transaction is still pending, it can take up to 15 days from the date of the initial transaction for the funds to return to your card. Authorizations for car rentals and hotels can take up to 30 days to return to your card.

If you have made a deposit or withdrawal from your BlockCard Visa Card account and the transaction has not processed yet, please be patient — depending on the type of cryptocurrency involved in the transaction, it may take up to 24 hours for that transaction to fully confirmed and your account balance to be updated.

If more than 24 hours have passed and you are still not seeing the results of your transaction:

  1. Double check to make sure that the transaction was sent to the correct wallet address.
  2. Verify that the transaction was completed via Etherscan (ETH), StellarChain (XLM), or Blockchain.info (BTC).
  3. Feel free to chat with other users in the Ternio Telegram community or send a message in the Contact Us portion of the Support section.

You can also submit a ticket to our support team at [email protected]  When contacting support, please send us any details about the transaction you have made to or from your account, including reference records/numbers if possible.  This will help our team quickly resolve your issue. These details in particular are very helpful:

Public transaction record(s)

Date and time of the transaction(s)

Type and quantity of cryptocurrency

The BlockCard Visa Card™ is a physical VISA debit card powered by Ternio. With BlockCard Visa Card™, card holders are empowered to spend their cryptocurrencies anywhere in the world major credit cards are accepted.  Your BlockCard Visa Card™ can be used anywhere in the world that Debit Visa is accepted as credit, debit, or at ATMs.

Your BlockCard Visa Card™ card is versatile. You can use your card as “credit”, where you run the card and sign for the purchase. You can also use the card as “debit”, which means that you enter your PIN to make a purchase. You can also use your BlockCard Visa Card™ card at any ATM where Debit Visa is accepted to withdraw cash. The BlockCard Visa Card™ card can also be used over the phone and online to make purchases.

If your account is suspended due to negative balance, you can load funds onto your card and contact Customer Support to get your card reactivated.

You can view all transactions and manage all of your account information from your account dashboard at https://dashboard.getblockcard.com. You can also contact Customer Support through the account dashboard under the Support menu.

You will likely observe changes in your USD spendable balance day-to-day.  Besides spending and depositing activity, your USD equivalent account balance will change dynamically according to the market value of TERN (the underlying cryptocurrency asset for your BlockCard Visa Card account).

Your TERN balance will not change unless you make a transaction or deposit, only the momentary USD/TERN conversion price based on market price. 

BlockCard uses United States Dollar Derivative (TERN/USDD) to establish market value. (This is independent of XLM/TERN, ETH/TERN, or BTC/TERN, for example.) Using USDD to establish value helps smooth out some of the fluctuations in the marketplace, but there will still be fluctuations in value based on the value of TERN, trends in the larger cryptocurrency market, and the deposit and spending behavior of users (in particular during times when there is a lot of depositing and spending activity).

Your spendable value on BlockCard Visa Card is tied to TERN on the BlockCard Visa Card ecosystem.  We do not use CMC as price value (e.q. XLM/TERN or BTC/TERN).  As users deposit on BlockCard Visa Card, the value of TERN increases.  As people spend, the value decreases.   This is tied to the USDD/TERN market.  TERN is never issued at less than $0.008, but can be higher based on BlockCard Visa Card market usage.  TERN can be spent at any price.  We have worked hard to build utility of TERN into the functionality of BlockCard Visa Card.

BlockCard deposits generally take between just a few seconds to a few hours depending on the cryptocurrency asset type you are depositing, the level of congestion that the asset network is facing at that time, and the time needed for security processing including reaching the required number of confirmations. (For example, a BTC or LTC deposit typically takes longer than an XLM deposit.) Deposit processing should never exceed 36 hours. If you have verified your deposit on the blockchain and it still has not been reflected in your account after 36 hours, please let us know and we will look into it and resolve the issue.

TERN trades on a number of active exchanges including all of the Stellar Decentralized exchanges like StellarX, StellarTerm, and StellarPort as well as non stellar exchanges like ExRates. You may also withdraw funds to a wallet, such as a Lobstr wallet, and then proceed to convert/transfer your funds from there to wherever you wish. You should be able to use any of these to withdraw to and convert your funds to USD.   There is a 24 hour processing period for withdrawals before they are transacted.  If you run into trouble or have any difficulties, the support staff for the exchange or wallet provider should be able to help you.

BlockCard accounts currently require a minimum balance of at least $10 in order to complete the KYC identity verification process (we recommend at least $50-100 to start with). 

 

The maximum load amounts are as follows: $5,000.00 per load, $10,000.00 per day with a maximum allowed balance of $20,000.00 in a 30 day period.

You can withdraw TERN from your account at any time by submitting a withdrawal request through your account dashboard.  On the main page of your dashboard there is a button “withdraw” that will guide you through the process. BlockCard Visa Card withdrawals generally happen quickly after your request has been initiated, security verified, and approved (pending ➩ approved ➩ completed). Please note that there is a 24 hour hold on withdrawals for security purposes before they are approved, and once approved they will usually complete within a few hours at most depending on the level of congestion that the asset network is facing at that time.

TERN trades on a number of active exchanges including all of the Stellar Decentralized exchanges like StellarX, StellarTerm, and StellarPort as well as non stellar exchanges like ExRates. You may also withdraw funds to a wallet, such as a Lobstr wallet, and then proceed to transfer from there to wherever you wish.  Please make sure that the destination wallet or exchange account is properly set up to receive TERN, including an established trustline if required. For more information, contact support for the specific wallet or exchange.

Beginning on December 16, 2019, there is a change to the way that deposits will be made going forward when you deposit with XLM or TERN.  From now on when making deposits for these two assets, your deposit address will be accompanied by a required memo that will be unique to your account; please remember to always include the memo when you deposit XLM or TERN.  The deposit address and your unique memo can be found on your account dashboard by clicking on the icon for XLM or TERN as usual.

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BlockCard allows you to withdraw cash from almost any ATM worldwide (local restrictions may apply).

If you use an ATM outside of the United States, you will incur the Foreign ATM fee associated with your BlockCard Visa Card™ card, which will range from $0.00 – $3.50 depending on your card product. You may also receive a surcharge from the ATM in addition to the fee that is associated with your BlockCard Visa Card™ card.

Metropolitan Commercial Bank™, located in New York, issues the BlockCard Visa Card™ Prepaid Visa Card. However, cardholder card accounts are managed by BlockCard Visa Card™ and individual cardholders do not have a personal bank account with Metropolitan Commercial Bank.

No. The BlockCard Visa Card™ card is a Prepaid Visa Card, not a credit card. Therefore, no credit check is done during the approval process.

No, online gambling is prohibited with the BlockCard Visa Card™ card due to Visa regulations.

When you pay at the pump, a pre-authorization is done for an amount between $50.00 and $75.00. This is due to the fact that the authorization is done before the amount of the transaction is known. If you do pay at the pump, the transaction will settle for the amount you actually pumped within 24-48 hours of the initial transaction. You can avoid this pre-authorization by pre-paying inside the store or paying after you pump.

Sometimes ATMs have errors or simply run out of money. If you experience a problem with an ATM, you can attempt to contact the ATM owner by calling the number listed on the ATM. In most cases, the ATM runs an error report each day, which will credit your card back for the funds you did not receive. This error reporting typically takes 24-48 hours to complete. If the ATM settles the transaction as though you received the funds, you will have to file a dispute. Disputes can take 60-90 days to finalize. Contact Customer Support for more information on filing a dispute.

First, contact BlockCard Visa Card™ Customer Support to see if the transaction shows as an error on your account. If the transaction shows pending on your account, but the merchant says that the transaction was declined and is unwilling to issue a merchant credit/refund, you may file a dispute. A dispute can take 60-90 days to finalize. Please contact Customer Support for more information on filing a dispute.

Please check to ensure that you have enough funds on your card to cover the $10 minimum account balance in addition to the purchase price; and ensure that you are using the correct PIN if you are having trouble with debit transactions. If you are still having trouble, please call BlockCard Visa Card™ Customer Support for assistance.

To use your BlockCard Visa Card™ card as a calling card, simply call 1-877-766-3551 (also located on the back of your card); choose option 3 to go to the automated system. Once in the automated system, you will be given the option to use your BlockCard Visa Card™ card as a calling card. Once your call is complete, the cost of the call will be deducted from your available balance.

Yes! BlockCard Visa Card is enabled for use with Apple Pay, Google Pay, and Samsung Pay so that you will be able to use BlockCard Visa Card anywhere that accepts those forms of payment as well.  Mobile pay options can be used with either your virtual card or physical card, so now you have the option to pay with crypto wherever you go (even if you don’t have your card with you).


If your card has been lost, stolen, or compromised, please contact Customer Support to have it marked lost or stolen immediately. You can also use the phone number on your card to report your card lost or stolen. If after business hours please use the automated phone system to report the card lost to prevent any unauthorized transactions. Once a card is marked lost or stolen, it cannot be used or reactivated.

Immediately contact customer service and request a replacement card, they can deactivate your card to prevent unauthorized use. We plan to build out functionality to deactivate your card within the BlockCard Visa Card account; however – that does not presently exist.

The BlockCard Visa Card™ card is a Signature and PIN-accessed card. The card account cannot be overdrawn or abused. Without the PIN, the card cannot be used for ATM or debit transactions. If the PIN is stolen along with the card, the cardholder’s liability is limited to $50.00 if the loss is reported promptly, per Reg. E. Once we are notified of a lost or stolen card, and the cardholder correctly identifies himself, the card account is immediately frozen.

The BlockCard Visa Card™ website uses the latest 128 bit encryption technology to secure your card account and personal information online. BlockCard Visa Card™ follows strict procedures to ensure that your card account and personal information is never shared or misused in any way. For more information regarding your privacy, please view our privacy policy by clicking the link on the BlockCard Visa Card™ website.

If your card is lost or stolen, you will want to contact Customer Support immediately, or report your card lost or stolen through the automated phone service (number printed on card). Reporting your card lost or stolen will deactivate the card immediately. The card replacement fee for a lost or stolen card is $10.00, and you will receive a new card with a new card number. If you notice that there are any unauthorized transactions that occur on your account, you can call Customer Support to get information on filing a dispute. A dispute can take 60-90 days to finalize.

Yes.  You can enable or disable two-factor authentication (2FA) under the Support menu In your account dashboard > Security settings.  If enable two-factor authentication in security settings, you will then be emailed a 6-digit code every time you attempt login which will be required in addition to your password.

Funding Your BlockCard Visa Card

1. After signing in to your BlockCard Visa Card account visit the “My Account” page.

2. Select the cryptocurrency you would like to use to fund the account by clicking the image logo. To fund your card with Ethereum, click the ETH logo.

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3. After clicking the image you will be given an address to send your cryptocurrency to. For example, you will notice the ETH address begins with “0X”

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4. Copy and paste the address from the BlockCard Visa Card account. Then send the funds from your personal wallet to your BlockCard Visa Card account address.

5. Depending on the currency you have selected, funding can take seconds or potentially hours during peak times.

The BlockCard Visa Card™️ VISA Debit Card is available now to all users in the United States, and we are preparing to launch internationally soon!

 

All users who meet the minimum balance requirement can click on the “Select Card” button on your account dashboard which will allow you to complete KYC and activate your card.  Once you have completed KYC authentication, your virtual card (with full VISA card number and expiration/CVV) will be available immediately in your account dashboard while your physical card is sent to you in the mail, arriving in 7 to 10 business days.  Please note that account will show as ‘inactive’ until KYC is completed and your card is activated, and that accounts currently require a minimum balance of at least $10 in order to complete the KYC identity verification process (we recommend at least $50-100 to start with).  

 

 

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The minimum balance is used to protect your account against the volatility of crypto markets — your card spendable balance is the amount of your balance exceeding $10, and any amount up to your full balance may be withdrawn directly as TERN at any time you wish. (The minimum balance requirement was formally $100, but as of January 2020 it has now been reduced to just $10, thanks in large part to the feedback from our user community.  We sincerely appreciate your suggestions and enthusiasm for BlockCard Visa Card while we continue rolling out the product and features!) 

 

Your BlockCard Visa Card has a VISA card number with expiration/CVV that allows you to make purchases online and anywhere else VISA is accepted, as well as debit an ATM transactions. BlockCard is also enabled for use with Apple Pay, Google Pay, and Samsung Pay so that you will be able to use BlockCard Visa Card anywhere that accepts those forms of payment as well.  Mobile pay options can be used with either your virtual card or physical card, so now you have the option to pay with crypto wherever you go (even if you don’t have your card with you).

For information on how to deposit, please view this solutions article.

Initial rollout will be in the United States, and other countries will follow pending partnership with local banks on a country by country basis. We can’t specify an exact timeframe at the moment, but the goal is to scale to international markets as quickly as possible.

What are my options and costs?

Plastic BlockCard Visa Cards cost $10. Metal BlockCard Visa Cards will be available soon and will cost $50 including delivery.  When the metal card becomes available, existing plastic card users will be able to upgrade – so you can start with the plastic card now if you wish and easily upgrade later.  Virtual BlockCard Visa Cards are free and will be available on your account dashboard once you have completed KYC and activated a physical card.

What documents are required for KYC identity verification?
Our banking partners have their own KYC criteria and the required documents will be requested when you begin the process  in the United States, you can complete the process with your Social Security Number and either your Passport or Driver’s License number. Documentation must meet their standards based on your local state and government laws. If you do not pass KYC the first time you have the option to submit additional documentation and try again.

We greatly appreciate our users and we want to make sure that you have the smoothest experience possible.  Right now, we are essentially in a beta period to test systems and features — as our first users, you are part of the competition to be among the 100 highest depositors who will receive the first, free metal physical card. Once the initial contest is over, everyone will get their virtual cards immediately, and you will be notified as soon as your virtual card is available and KYC verification is available through the BlockCard Visa Card website.

There are two phases to the BlockCard Visa Card release. In phase 1 — we are limiting the distribution to only 100 BlockCard Visa Cards. The first 100 cards will be made of metal and will be very similar to what you see being used in our videos.

How can I be in the first 100?

It’s a competition, beginning December 6, 2018. After signing up for the BlockCard Visa Card — you can choose the amount of Bitcoin (BTC), Ethereum (ETH), Stellar (XLM), and/or Ternio (TERN) you wish to deposit (over $100 USD). Since the BlockCard Visa Card runs exclusively on the TERN token — you will receive TERN at the market price. The total amount deposited will be anonymously added to a “top 100” leaderboard. This leaderboard will be public so everyone can identify where they place within the leaderboard ranks.

The top 100 accounts with the highest amount of crypto deposited in their BlockCard Visa Card account will receive their BlockCard Visa Cards in phase 1. There is no set end date to when this contest will end, so users are encouraged to deposit the maximum amount they are comfortable with and will utilize on the BlockCard Visa Card.

What if I’m not in the first 100?

If you deposited funds in your BlockCard Visa Card account, but it was not enough to be in top 100, then you will receive your BlockCard Visa Card during Phase 2. Your BlockCard Visa Card will be distributed with the total amount of crypto that you deposited. You will not lose your deposit if you did not make it in Phase 1. Phase 2 recipients can expect to receive their BlockCard Visa Card in Q1 2019.

What are my options and costs?

The first 100 BlockCard Visa Cards will be issued for free. There will be three types of BlockCard Visa Cards during our launch: Metal BlockCard Visa Cards will cost $50 including delivery. Plastic BlockCard Visa Cards will cost $10. Virtual BlockCard Visa Cards will be free. Every customer will receive a virtual card for use while they wait for their physical BlockCard Visa Card to arrive — so you can start using your BlockCard Visa Card immediately.


Ternio Airdrop Distribution/KYC
December 27, 2018 was the cut off for claiming airdrop rewards by signing up for a BlockCard Visa Card.  For those that signed up before December 27 and still need to complete KYC, they will be able to do so within the BlockCard Visa Card website interface. KYC verification is needed in order to validate your airdrop winnings. This is not a Ternio policy, but one mandated by Ternio’s partners and US regulation.

Because BlockCard Visa Card is a Visa debit card, it works differently than a credit card for example. Whereas with a credit card you are essentially borrowing funds every time you make a purchase, a debit card like ours will draw from your pre-funded balance.  So in order to get the card activated and printed for you, it needs to have a pre-funded starting balance.

For information on making your first deposit, please see this solutions article.

Our bank partners have their own KYC criteria. Documentation must meet their standards based on your local state and government laws. If you do not pass KYC the first time you have the option to submit documents and try again.

To activate your card, go to /activate, login to your BlockCard Visa Card account (if you are not logged in already), and enter the three-digit CVV code printed on the back of your card. (Note that the CVV code printed on the back of your BlockCard Visa Card is different from your 4 digit PIN code.)

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The default PIN for your BlockCard Visa Card is printed on the mailer that came in the mail with your physical card, but if you don’t happen to have that anymore that’s okay, we’ve got you covered!  To change your four-digit PIN number after you have activated your card, call the phone number on the back of your card and follow the prompts in the automated phone system. Start by choosing your preferred language, and then select option (2) for current cardholders. You will be asked to enter your card number, and then after selecting the option to change your PIN you will be asked for your current (default) PIN code, which is printed on the mailer that your card came attached to. If there was no PIN number printed on your mailer, you can also set and change your pin number using last four digits of your Social Security number when prompted. (If you call the customer support number 1-833-316-6052 during live support hours, you can talk to a representative directly and change your PIN number by giving them the last four digits of your Social Security number.) The hours for live support are:

Monday – Thursday: 9am – 6pm CST

Friday: 7am – 8pm CST

Saturday – Sunday: 10am – 6pm CST

Your virtual and physical card will completely separate numbers, CVV codes, and expiration dates.  Both will draw from your account balance.

Got a Few Minutes?

Within minutes – you can register for your BlockCard Visa Card™ account, add funds, pass KYC, get a virtual card and make purchases anywhere VISA is accepted. Register at no cost to you.