1. Why was my transaction declined?
There are several possible reasons why your transaction may have been declined:
a. Insufficient funds in your wallet: If your wallet balance isn’t enough to cover the transaction amount, the payment won’t go through. Please check your balance or top up your account first.
b. Exceeding daily transaction limit: If you’ve reached your daily transaction limit, this payment can’t be processed. Please review your account settings or contact customer support. Make sure to confirm the transaction limits for your Gate Card.
c. Card frozen due to risk control measures. Possible reasons include:
i. Multiple incorrect CVV entries: Entering the wrong CVV several times in a row may trigger security protection, causing your card to be temporarily frozen.
ii. Incorrect card information: Make sure the card number, expiration date, and CVV you enter for online payments are all correct. If your payment is still declined, please contact the merchant for confirmation.
iii. PIN verification error: Some in-person transactions require you to enter a PIN. Entering the wrong PIN multiple times may trigger risk controls and freeze your card. If you’ve forgotten your PIN, you can follow the “PIN Setup Guide” to view or reset it.
If your card is frozen, please contact support@gate.com for assistance.
2. What should I do if I notice suspicious transactions?
If you spot any unusual transactions in your account, don’t worry! Please follow these steps: Immediately freeze your card to prevent further unauthorized activity. For instructions, refer to this document.
Next, contact our customer support team at support@gate.com. This could be a potential fraudulent transaction or a card information breach. Our team will guide you through the follow-up process to help secure your account.
3. Why is the transaction amount higher than what the merchant displayed?
This usually happens with rental card services, hotels, or other merchants that require a deposit or pre-authorization. The extra amount is used for deposit pre-authorization and won’t actually be deducted from your card.
After the service ends, this pre-authorized amount will be released, and the final charge will match the amount shown by the merchant.
4. How do I initiate a transaction dispute or chargeback?
Before starting a dispute, we recommend first trying to resolve the issue directly with the merchant. If that doesn’t work, you can initiate a chargeback process through Gate.
Please note: Chargeback fees vary depending on your card type, but typically a $25 processing fee applies (regardless of whether the outcome is successful or not).
Before initiating a chargeback, please prepare the following materials:
a. Proof of communication with the merchant (such as email records, chat screenshots, etc.)—this is required evidence
b. A copy or screenshot of the transaction receipt.
c. Any relevant emails or confirmation information from the merchant (even if the merchant rejects your request, please provide this).
The more complete your evidence, the smoother the process will be.
Chargeback processing usually takes time—sometimes up to 3 months—mainly because we have to wait for the merchant’s response. Rest assured, we’ll do our best to expedite the process and keep you updated on progress.
