BC Debit Card FAQs

General Question

Category: General Question

No, it’s not possible at the moment.

Category: General Question

Yes.

Category: General Question

Not exactly. In a traditional bank, you deposit your funds with them for safekeeping. With BananaCrystal, your assets remain in your crypto wallet. You only load the amount you intend to use onto our card through our offshore bank partner. So, you could consider it more of a Web 2.5 bank. However, what sets Crystal apart is its decentralized nature. As the only debit card provider currently operating in a decentralized manner, BananaCrystal offers a unique financial solution. While all cards are supported by Visa. Additionally, keep in mind that additional fees, such as ATM withdrawal fees, apply and may vary based on your local ATM or POS provider.

Category: General Question

There are three tiers available for the BC Debit Cards: Plastic Black, Metal Gold, Metal Silver, and Metal Black. Each tier offers different features and benefits: 1. **Plastic Black:** This tier offers a standard plastic card with a card application fee of $300 USD. It has a loading fee of 3.125% and a monthly loading cap of $20,000 USD. 2. **Metal Black:** The Metal Black tier provides a manufactured metal card. It has a card application fee of $500 USD, including a loading fee of 2.875% and a monthly loading cap of $30,000 USD. 2. **Metal Silver:** The Metal Silver tier also provides a manufactured metal card. It has a card application fee of $750 USD, including a loading fee of 2.625% and a monthly loading cap of $50,000 USD. 3. **Metal Gold:** The Metal Gold tier, available for a card application fee of $1000 USD, also offers a manufactured metal card. It has the lowest loading fee of 2.125% and the highest monthly loading cap of unlimited. While all cards are supported by Visa. Additionally, keep in mind that additional fees, such as ATM withdrawal fees, apply and may vary based on your local ATM or POS provider.

Category: General Question

BananaCrystal’s fees are competitive when compared to other services offering similar benefits. When evaluating fees, it’s important to consider the value provided by BananaCrystal, including seamless crypto-to-fiat conversions and the ability to use your card globally. Our fees are structured to reflect the costs associated with providing these services while ensuring they remain accessible to our users. Additionally, compared to the premiums charged for over-the-counter (OTC) transactions and cross-border fund transfers, BananaCrystal’s fees offer a cost-effective solution for managing your assets across different financial ecosystems.

Restriction

Category: Restriction

BananaCrystal does not facilitate the origination of accounts, payment transactions, or card issuance for individuals or businesses located in the following countries or jurisdictions:

  • North Korea
  • South Sudan
  • Iran
  • Russian addresses
Category: Restriction

BananaCrystal card cannot be used for pre-authorization payments, such as hotel deposits or gas station holds. However, apart from these restrictions, you can use BananaCrystal card anywhere that accepts Visa.

Application Process

Unfortunately, it is not possible to cancel a card application once it has been submitted. Applicants must proceed with the application process until they receive the card. Upon receiving the card, you can then request termination through the standard process.

Card Termination Request Process:

  1. Fill out the Customer Request Form:
  2. Unfortunately, it is not possible to cancel a card application once it has been submitted. Applicants must proceed with the application process until they receive the card. Upon receiving the card, you can then request termination through the standard process.
  3. Card Termination Request Process:
  4. Fill out the Customer Request Form: https://www.bananacrystal.com/bc-debit-card-vip-form/
  5. Provide an updated selfie with a passport.
  6. Submit a photo of the card cut in half for verification.

Follow the step-by-step instructions below:

  1. Create an Account: Visit the BananaCrystal App or BananaCrystal Website to create an account.
  2. Select Card Tier: From your Dashboard, Navigate to the “Debit Cards” -> “Apply For Card” and choose your preferred card tier – Plastic Black, Metal Black, Metal Silver or Metal Gold. Click “Select” to proceed.
  3. Provide Personal Details: Fill in all required personal details
  4. Wallet Connection and Verification: Connect your wallet and you will be charged from your BananaCrystal Wallet Balance
  5. Purchase Card: Click “Purchase Card” to complete the process. Confirm the purchase in your wallet.
  6. Confirmation Email: You will receive an email confirming your card payment within minutes, though the timing depends on the network speed you’re using for payment.
  7. KYC Process: You need to complete Your KYC before you can apply for a card on BananaCrystal
  8. Card Delivery: Upon card approval, it will take 3-5 weeks for you to receive your card.

Important Notes:

  • Card Limit: Each user is limited to holding two cards: one Premium Black and one Metal card.
  • Country Restrictions: BananaCrystal does not support accounts, payments, or card issuance for individuals or businesses in certain countries/jurisdictions: North Korea, South Sudan, and Iran. Stay updated on our social media channels for any changes to this list.
  • VPN Usage: Please refrain from using a VPN during the application process as it may cause processing issues.
  • Passport Verification: Ensure your passport has a minimum of 6 months of validity before it expires.
  • Technical Issues: If you encounter technical issues during the KYC process or after purchasing the card, visit the Verification Page and attempt to proceed again.

After KYC approval, delivery times typically range from 3 to 5 weeks, depending on your location. Rest assured, we strive to expedite the process as much as possible to ensure you receive your card in a timely manner.

You can own a maximum of two cards. If you already have a plastic card, the second card you acquire should be a metal card. The permissible combination is one plastic card and one metal card.

Problem Example:

  1. The application page displays an error message.
  2. The page becomes unresponsive or freezes during the application process.
  3. I am unable to proceed to the next step of the application.
  4. The application form fails to load or appears distorted.
  5. I receive unexpected pop-up messages or prompts while filling out the application form.

Answer:

If you’re experiencing difficulties with the card application process, we recommend trying the following troubleshooting steps:

  1. Clear Cache: Clear the cache on your browser to remove any temporary files that may be causing the issue.
  2. Hard Restart: Perform a hard restart of both your existing dashboard and your browser.
  3. Relogin: Log out of your account and then log back in to see if the issue persists.
  4. 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:

  • Your wallet address
  • A brief description of the issue you’re encountering
  • Any screenshots or recordings that may help us understand the problem better

Our team will investigate the issue promptly and provide you with the necessary support to complete your card application. support@bananacrystal.com

To inquire about the status of your card application, kindly provide your wallet address. Please be advised that the entire application process typically spans 3-5 weeks for card issuance.

Possible Scenario:

  1. Not having a passport, facing delays in acquiring one?
  2. Living in a location where shipping isn’t available?

If you’ve purchased the card but can’t apply due to reasons like lacking a passport or shipping constraints, simply request a refund. Please provide:

  1. Wallet address
  2. Email
  3. Reason for canceling the application

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

KYC

Category: KYC

Once your KYC has been approved for card applications, there’s no further action required on your part except to wait for the card to be shipped to your mailing address. Please be advised that the entire application process typically spans 3-5 weeks for card issuance. Once the card is shipped out by DHL, you will receive an email from them with tracking information so you can monitor the shipment’s progress.

Category: KYC

KYC approval typically takes approximately 1 minute. You will receive a confirmation email once your application is approved.

Category: KYC

The approval process typically takes 1 minute only.

Category: KYC

Problem Examples:

  1. The KYC submission page displays an error message.
  2. The page becomes unresponsive or freezes during the submission process.
  3. I am unable to proceed to the next step of the KYC submission.
  4. The submission form fails to load or appears distorted.
  5. I receive unexpected pop-up messages or prompts while filling out the submission form.

Answer:

If you’re experiencing difficulties with the KYC submission process, we recommend trying the following troubleshooting steps:

  1. Clear Cache: Clear the cache on your browser to remove any temporary files that may be causing the issue.
  2. Hard Restart: Perform a hard restart of both your existing dashboard and your browser.
  3. Relogin: Log out of your account and then log back in to see if the issue persists.
  4. Try Another Device: If possible, try accessing the submission 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:

  • Your account information
  • A brief description of the issue you’re encountering
  • Any screenshots or recordings that may help us understand the problem better

Our team will investigate the issue promptly and provide you with the necessary support to complete your KYC submission.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: KYC

If you haven’t received any rejection email regarding your KYC, it indicates that your KYC is approved. Kindly wait for the delivery email via DHL for tracking information. You should expect to receive your card within 3-5 weeks.

Category: KYC

KYC verification usually takes just 1 minute. Once approved, you’ll receive an email confirmation.

If you haven’t received any updates or confirmation emails, please check your inbox, including your Spam folder, for notifications. If everything is in order and you’re still waiting for confirmation, please provide your account email address so we can assist you further.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: KYC

As with any card program, full anonymity is not possible. KYC (Know Your Customer) information is required to be submitted to the issuing bank as part of standard AML/KYC (Anti-Money Laundering/Know Your Customer) procedures.

Category: KYC

You’ll need to provide the following:

  • A clear photo of any Government-approved Identity Documents. such as your Driver’s license, Bio Page of your Passport, and National Identity Number (NIN) for our Nigerian Users. Make sure your Documents are valid for at least 6 more months.
  • Live selfie revealing the corners of your face.
  • Personal details including your residential address, mailing address, and digital signature.
Category: KYC

If your KYC fails, you will receive an email requesting resubmission. Simply visit https://app.bananacrystal.com/cards/requests/new to resubmit your KYC documents.

Category: KYC

KYC stands for ‘Know Your Customer.’ It’s a process used by financial institutions to verify the identity of their customers. This helps ensure security and prevent fraud.

Category: KYC

The following countries/jurisdictions are restricted for KYC:

  1. North Korea
  2. South Sudan
  3. Iran
  4. Russian Address
Category: KYC

Just like when opening a traditional bank account, verification is essential to ensure the security and integrity of our services at BananaCrystal. As a financial institution, we have to obtain your IDs to comply with strict Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations. Verifying your identity helps us prevent fraudulent activities and safeguards the funds of all our users. This process is standard for any card program and is crucial for maintaining a secure and trusted financial environment.

Delivery

Category: Delivery

To change your delivery address, please provide:

  1. Full name
  2. Email address
  3. New delivery address

We’ll promptly update your account details. However, if your card has already been delivered, we’re unable to change the delivery location.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Delivery

Once your card is processed, DHL will email you a tracking number for your shipment. You can use this number to monitor the delivery progress. The entire process, from submitting the application to receiving the card, typically takes 3-5 weeks. If you haven’t received any emails, please share your wallet address so we can check your application status at support@bananacrystal.com

Category: Delivery

I’m sorry to hear that you haven’t received your card. To assist you further, could you please provide us:

  1. Name
  2. Email Address

This will allow us to check the status of your card. If the card has already been shipped out, we’ll provide you with the tracking information so you can monitor its delivery. If it hasn’t been shipped yet, we’ll investigate the delay and ensure your card is shipped out as soon as possible. Thank you for your cooperation.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Pin

Category: Pin

If you wish to reset your PIN, you will need to request a “rePIN,” which incurs a fee of 20 USD. This amount will be automatically deducted from your account. To request a rePIN or change your PIN, kindly provide the following details:

  • Name
  • Card Number
  • Completed Customer Request Form:

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Pin

Currently, the PIN setup is not available. For Plastic cards, the PIN is provided alongside the card document upon delivery. Meanwhile, for Metal Cards, the PIN is sent via email post-activation.

If you wish to reset your PIN, you will need to request a “rePIN,” which incurs a fee of 20 USD. This amount will be automatically deducted from your account. To request a rePIN or change your PIN, kindly provide the following details:

  • Name
  • Card Number
  • Completed Customer Request Form:

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Pin

For Plastic cards, you’ll receive your PIN together with the card document attached when you receive your card. However, for Metal Cards, you’ll receive your PIN via email after the card has been activated.

Category: Pin

If you fail to enter your PIN correctly three times, your card will be automatically locked for security purposes. To unlock your card, you will need to provide:

  1. Email:
  2. Card #:
  3. Reason of Error:

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Pin

If you haven’t received your PIN code, please follow these steps:

  1. Check Documentation: For Plastic cards, your PIN will be included with the card documentation when you receive your card. However, for Metal Cards, your PIN will be sent via email after the card has been activated. Double-check your email inbox, including the spam/junk folder, as emails can sometimes be filtered there.
  2. Request Resend: If you’ve checked and still haven’t received your PIN, please provide:
  • Name
  • Card Number

I’ll request the bank to resend your PIN for you.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Card Issues, Security, Renewal

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.

  1. Access Your Account: Once you receive your card, log in to your account.
  2. Navigate to My Cards: Go to the “My Cards” tab and locate your card. Click on “Activate Card” under the card details.
  3. Provide Required Information: Upload a selfie with your passport and the card. Then, input the 16-digit card number as requested.
  4. Activation Process: Activation typically takes 24-48 hours on working days. Once your card is activated, you will receive a bonus of $10 on your card.

By following these steps, you’ll have your Bananacrystal card activated and ready to use in no time.

Your card should be activated within 24-48 hours after submission.

Problem Example:

  1. The activation page displays an error message.
  2. I receive unexpected pop-up messages or prompts while filling out the activation form.
  3. The page becomes unresponsive or freezes during the activation process.
  4. I am unable to proceed to the next step of the activation.
  5. The activation form fails to load or appears distorted.

Answer:

If you’re experiencing difficulties with the card application process, we recommend trying the following troubleshooting steps:

  1. Clear Cache: Clear the cache on your browser to remove any temporary files that may be causing the issue.
  2. Hard Restart: Perform a hard restart of your existing dashboard and browser.
  3. Relogin: Log out of your account and then log back in to see if the issue persists.
  4. 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:

  • Your card number
  • A brief description of the issue you’re encountering
  • Any screenshots or recordings that may help us understand the problem better

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.

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:

  1. Fill out the Customer Request Form:
  2. Submit the completed form to initiate the renewal process.

Card replacement fees are as follows:

  • Plastic card: 40 USD
  • Metal card: 160 USD ⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

If you decide not to renew your card, please follow these steps to request a Card Termination:

  1. Fill out the customer request form:
  2. Provide a photo of yourself with your passport.
  3. Provide a photo of the card cut in half.
  4. Be aware that a $20 administrative fee will be deducted from your account.
  5. 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.

If you encounter any errors or if the page freezes during the card activation process, please wait for 5-10 minutes and then try uploading a different file for your selfie. This often resolves the issue and allows you to proceed with the activation successfully.

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:
  • Selfie with your passport
  • Transaction Hash for the replacement payment

Please note that replacement fees are 40 USD for Plastic Cards and 160 USD for Metal Cards. It may take 3-5 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.

If your card is lost, stolen, or damaged, we’re here to help. To get a replacement card, just follow these steps:

  1. Replacement fees are $40 for Plastic Cards and $160 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.

Account Management

Category: Account Management

You can update the following details:

  • Embossed name
  • Email address
  • Contact number
  • Mailing and home address
  • Civil status

To update your account information, please follow these steps:

  1. Fill out the Customer Request form:
  2. Attach a photo of yourself holding your passport.
  3. Specify the account information you need to update.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Account Management

We’re genuinely sorry to hear that you’re considering terminating your card. Your satisfaction is our priority, and we’re here to address any concerns you may have to enhance your experience with us. Before you proceed, could you please share the reason behind your decision? Your feedback is invaluable in helping us improve our services and ensure your satisfaction.

To initiate the process, kindly provide the following details:

  1. Fill up the customer request form:
  2. Provide a photo of yourself with your passport.
  3. Provide a photo of the card cut in half.
  4. Please note that a $20 Admin fee will be deducted from the account.
  5. Please remember to spend or withdraw any remaining funds before requesting card termination.

We value your relationship with us and hope to address any issues you may have. Thank you for considering providing us with the opportunity to assist you further. ⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Account Management

Certainly! To request a Statement of Account, please provide the following information:

  • Subject: Statement of Account Request
  • Name
  • Card Number:
  • Reason for Request: (Specify if it’s for a Balance check, unauthorized transactions, mismatch data on the dashboard, or dispute)

Once you’ve provided this information, our team will process your request promptly and provide you with the necessary statement. ⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Account Management

We’re sorry to hear about the compromised wallet and are here to assist you in updating your account information to ensure the security of your funds. To proceed with the update, please provide the following details:

  • Your full name.
  • The last four digits of your card number.
  • Your old wallet address.
  • Your new wallet address.
  • Transaction hash (if available).
  • Admin fee: 20 USD.
  • Payment Channels:

Once we receive this information, our team will promptly update your account with the new wallet address. If you have any further questions or concerns, please don’t hesitate to reach out to us. Your security and satisfaction are our top priorities.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Loading Funds

Categories: Loading Funds, Rules

Absolutely! You’re not restricted to just one wallet address. You have the flexibility to deposit funds onto your card using different addresses from our list of supported wallets.

Category: Loading Funds

To load funds onto your Bananacrystal Debit card, please follow these steps:

  1. Sign In: Visit Bananacrystal.com and sign in to your account.
  2. Navigate to My Cards: Go to the “My Cards” tab. Under the card you wish to top up, click on “Top Up”.
  3. Select Network and Asset: Choose the network and the asset you want to use for loading funds. Sign the message in your wallet, then press “Confirm”. You can use any supported wallet, not necessarily the one used for purchasing the card.
  4. Initiate Top Up: Click on “Top Up Card”.
  5. Verify Details: A “Confirm Card Top Up” pop-up will appear. Verify all the details including the network, selected asset, and amount (minimum $50). Ensure the correct wallet is linked. Click “Confirm Top Up” to proceed.
  6. Confirm Transaction: Confirm the transaction in your wallet.
  7. Monitor Transactions and Balance: Once the transaction is completed, you can monitor your card’s transactions under the “My Purchases” tab. Additionally, check your card balance from the “My Cards” page under the respective card.

Additionally:

  • Make sure your card is activated before loading funds.
  • The system might ask you to set up 2FA for added security.
  • Bananacrystal charges a loading fee of 2.5%, including a 1.25% conversion fee.
Category: Loading Funds

Deposits from your wallet to the dashboard typically take only a few minutes, subject to network latency. However, loading funds from the dashboard onto your card requires up to 24 hours on workdays. If the loading is done by Friday night or over the weekend, it will be processed on the following Monday

Category: Loading Funds

No, BananaCrystal supports a variety of cryptocurrencies for loading funds onto your cards, such as USDT, SOL, BNB, and ETH across multiple chains including ETH, BSC, and SOL. Additionally, you can utilize the rewards from our referral program as an e-wallet balance for loading funds.

BananaCrystal provides diverse supported cryptocurrencies and networks, ensuring flexibility and convenience for all your card-loading needs.

Rules

Categories: Loading Funds, Rules

Absolutely! You’re not restricted to just one wallet address. You have the flexibility to deposit funds onto your card using different addresses from our list of supported wallets.

Loading Issue

Category: Loading Issue

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.

Category: Loading Issue

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 reach out to our customer support team for assistance.

Category: Loading Issue

Problem Example:

  1. The confirm button remains unresponsive when attempting to complete the card-loading process.
  2. An “incorrect address” error message is displayed upon trying to load the card.
  3. 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:

  1. Clear Cache: Clear the cache on your browser to remove any temporary files that may be causing the issue.
  2. Hard Restart: Perform a hard restart of both your existing dashboard and your browser.
  3. Relogin: Log out of your account and then log back in to see if the issue persists.
  4. 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.

Category: Loading Issue

If you’re experiencing issues with a missing or delayed card load, please follow these troubleshooting steps:

  1. Clear your browser cache.
  2. Perform a hard restart of your existing dashboard and browser.
  3. Log out of your account and log back in.
  4. 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.

Category: Loading Issue

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.

Category: Loading Issue

The loading fee may vary slightly based on daily exchange rates.

Category: Loading Issue

Your card balance may vary from the loaded amount due to the loading fee, which is fixed at 2.5% for all card tiers. 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.

Transaction Processes

The time it takes for transactions to reflect on your dashboard can vary. Transactions may be placed on hold status depending on the merchant or platform you conducted the transaction with. Once the merchant verifies the transaction, it will be promptly updated on your dashboard. This verification process may take up to 7 business days or longer, depending on the merchant’s processing period.

Refunds for transactions placed on hold depend on the duration it takes for the merchant to settle the payment. Typically, this process can take anywhere from 7 business days to 90 days. We recommend contacting the merchant directly to inquire about the specific timeline for refunds.

The daily transaction limit is $250,000. However, if you require a higher transaction limit, you can apply for a VIP Bypass. Contact support@bananacrystal.com for more information on the Bypass.

Unauthorized Transactions

⚠️Action Item: Step 1 – Statement of Account Request & Lock Card Request

If you notice transactions on your account that you don’t recognize, please kindly provide us with information including:

  1. Name:
  2. Card #:
  3. Email Address:
  4. Statement Date Coverage:
  5. Lock Card(Yes or No):

⚠️Action Item: Step 2 – Dispute Transaction Report

  1. Screenshot of Transaction:
  2. Merchant (if available):
  3. Highlight the disputed transactions on your Statement of Account.
  4. Fill out the Disputed Transaction Form:

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

If you’re noticing discrepancies in your account balance or unauthorized transactions, we’re here to assist you. Firstly, please provide us with:

  1. Name
  2. Card number so we can promptly check your balance. It’s important to note that once your card is loaded, funds cannot be deducted without corresponding transactions. Your funds are securely held in your offshore bank account, and neither we nor anyone else can access them without your authorization. Additionally, if you’re concerned about the security of your account, you can request to freeze your card temporarily. Rest assured, we’ll work closely with you to resolve this matter and ensure the security of your account.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Transaction Issues

Category: Transaction Issues

If you encounter difficulties with online payments, please fill out this form to activate the online payment feature:

Category: Transaction Issues

⚠️Action Item: Identify the Problem If your card transaction is declined or fails, please consider the following factors and steps:

  1. Ensure that your card has a minimum balance of $10 to avoid transaction failures.
  2. For online payments or transactions exceeding $1000, please fill out the form to activate our VIP Bypass feature: Kindly indicate the duration you’ll need this feature activated.
  3. Note that transactions at gas stations using “Pre-Authorization” may be declined by Visa. This method is commonly used by hotels (hotel deposits), gas stations, and other merchants.
  4. If your transaction fails, it could be due to the website being flagged as high-risk by the bank and lacking 3D security. Please provide us with details so we can investigate:
  • The last 4 digits of your card
  • Merchant name
  • Transaction amount
  • Date of transaction
  • Error message received (if any)
  • A brief description of the issue
  • Screenshot of the error message (if available)

Our support team will investigate the issue and provide appropriate assistance.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

⚠️Next Step: If considered high risk ➡️ request High Risk Bypass (we don’t recommend customers to do so) If you still wish to proceed with the transaction despite the risk, please fill out the form request a Bypass of the high-risk function:

Additionally, please be aware that your card may be automatically locked by Visa or the bank if you attempt to use it more than three times without success.

Payment Method

Category: Payment Method

Currently, it’s not possible to link your card to Apple Pay or Google Pay. However, we are working on enabling this feature in the future. Stay tuned for updates!

Category: Payment Method

To link your card to Alipay, follow these steps:

  1. Open the Alipay app on your mobile device.
  2. Navigate to the “Wallet” section.
  3. Select “Add Payment Method” and choose “Bank Card.”
  4. Enter your card details, including the card number, expiration date, and CVV.
  5. Follow the on-screen instructions to verify your card.
  6. Once verified, your card will be successfully linked to your Alipay account.

Alternatively, you can follow the instructions outlined in this video tutorial: https://www.youtube.com/watch?v=ZeExryVCxUw

Category: Payment Method

To link your card to WeChat Pay, follow these simple steps:

  1. Open the WeChat app on your mobile device.
  2. Tap on the “Me” tab at the bottom right corner.
  3. Select “Wallet” and then tap on “Cards.”
  4. Tap on “Add a Card” and select your card type.
  5. Enter your card details, including the card number, expiration date, and CVV.
  6. Follow the on-screen instructions to verify your card.
  7. Once verified, your card will be successfully linked to your WeChat Pay account, and you can start using it for payments.

If you encounter any difficulties, refer to the instructions provided in this video tutorial: https://www.youtube.com/watch?v=ZeExryVCxUw

Category: Payment Method

If you encounter challenges adding your card as a payment method, consider these steps:

  1. Confirm that your Online Features and E-commerce settings are enabled. If you haven’t applied for this feature, please complete the VIP Bypass form for approval. Once processed, you’ll gain the ability to make online purchases. Access the form here:
  2. Check whether the bank has categorized the merchant as high-risk. Kindly provide the merchant’s name so we can liaise with our bank partner for clarification.
  3. Note that while some merchants may not permit our card to be added as a payment method, it can still be utilized directly for payments.
  4. Ensure your card is activated before attempting to add it as a payment method. You can activate your card on your

Special Transactions (Large Txn, Online Txn etc)

Yes, you can make online payments. To ensure seamless transactions for your online purchases, please fill out the VIP Bypass form to activate this feature.

Once you’ve submitted the VIP bypass form, you can expect the request to be processed within 24 hours.

For transactions exceeding $1000, you can activate our VIP Bypass feature. Simply contact support and let us know the duration you’ll need this feature activated. This ensures your transaction is processed seamlessly.

Card Balance

Category: Card Balance

To request a statement of account, please provide:

  1. Name:
  2. Card #:
  3. Email Address:
  4. Statement Date Coverage:

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Card Balance

To check your card balance, follow these simple steps:

  1. Access Your Account: Visit https://app.bananacrystal.com/cards/requests/new and navigate to the “My Cards” tab.
  2. View Your Cards: Under the “My Cards” tab, you will see a list of your cards. Select the card for which you want to check the balance.
  3. Check Balance: Look for the card balance section beneath your selected card. Click on it, and wait for the data to load. Your current balance will then be displayed.

By following these steps, you can easily check the balance of your card.

Transaction History

To view your transaction history, follow these steps:

  1. Log In: Visit Bananacrystal.com and sign in to your account.
  2. Navigate to Transaction History: Once logged in, go to the ‘Transaction History’ tab.
  3. Review Transactions: Your transaction history will be displayed, showing details such as transaction dates, amounts, and merchants.

Please note that certain transactions may take up to 7 business days or longer to appear, depending on the merchant’s processing period.

By following these steps, you can easily access and review your transaction history on BananaCrystal.

The time it takes for transactions to reflect on your dashboard can vary. Transactions may be placed on hold status depending on the merchant or platform you conducted the transaction with. Once the merchant verifies the transaction, it will be promptly updated on your dashboard. This verification process may take up to 7 business days or longer, depending on the merchant’s processing period.

Dashboard Issues

Category: Dashboard Issues

If you notice unusual or bugged numbers displayed on your dashboard, please follow these steps:

  1. Clear your browser cache.
  2. Perform a hard restart of your existing dashboard and browser.
  3. Log out of your account and log back in.
  4. 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
  • Short description of the issue
  • Troubleshooting steps you have already taken
  • Screenshot of your dashboard showing the bugged numbers

Our support team will investigate the issue and provide you with the necessary assistance to resolve the bugged numbers on your dashboard. ⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Dashboard Issues

To assist you further and ensure accuracy, please fill out the form so we can request a statement of account on your behalf:

  1. Name:
  2. Card #:
  3. Email Address:
  4. Statement Date Coverage:

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Rules

Category: Rules

Yes, the daily withdrawal limit depends on whether a VIP Bypass has been requested. If VIP Bypass is approved, the daily withdrawal limit is $249,000, subject to the merchant bank’s approval. You can request a VIP Bypass by sending a Ticket to support@bananacrystal.com

Withdrawal Problem

Category: Withdrawal Problem

If your withdrawal was declined, we apologize for the inconvenience. Please provide the following details so our bank can assist you:

  • Name
  • Card number
  • ATM name
  • Withdrawal Amount
  • Date of withdrawal
  • Video/Picture of the issue (if available)

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Category: Withdrawal Problem

I’m sorry to hear about your card being 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
  • Selfie with your passport
  • Transaction Hash for the replacement payment

Please note that replacement fees are 40 USD for Plastics Cards and 160 USD for Metal Cards. It may take 3-5 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.

Exchange Fees

Category: Exchange Fees

When you load your card, the conversion from cryptocurrency to USD occurs at that moment. Your crypto tokens are converted into USD at the current spot rate, and the equivalent USD value is stored on your card. This process ensures that your dashboard reflects the USD value of your loaded funds accurately.

Category: Exchange Fees

The exchange fee for non-USD fiat transactions varies and is influenced by several factors. Primarily, it depends on the foreign exchange (FX) rate set by the local bank and the use of a foreign card at their ATMs.

Additionally, most local banks impose a one-time fee for using a card that is not local to the country and not affiliated with the bank itself.

While we do not have control over the FX rates set by local banks in different countries, we recommend contacting your local bank to inquire about their specific fees for using a foreign card to withdraw funds from their ATMs.

Loading Fee

Category: Loading Fee

No, the loading fee percentage remains the same regardless of the amount loaded.

Transaction Fees

Category: Transaction Fees

For all card tiers, there is a transaction fee of 0.75% for online use. Please note that this fee is standard and is charged by the service provider.

Category: Transaction Fees

Yes, you can view the transaction fees associated with your card transactions directly on the BananaCrystal dashboard. Simply navigate to the transaction history section, where you’ll find a detailed breakdown of all your transactions, including the associated fees. This provides full transparency regarding the fees incurred with each transaction.

Category: Transaction Fees

Foreign transaction fees will vary depending on your country and the POS terminal provider. However, on our end, the foreign transaction fee is 0.75%.

Category: Transaction Fees

The transaction fee for using your BananaCrystal card is 0.75% for all card tiers. However, please note that this fee is charged by your local ATM or POS provider and is not set by BananaCrystal.

Withdrawal Fees

Category: Withdrawal Fees

The withdrawal fee for all card tiers is 0.75%.

Additionally, please note that some ATMs may impose large fees and have foreign conversion fees. It’s important to ensure that your card is loaded with enough funds for the transaction to avoid any unexpected charges.

If your balance falls below 10 USD (the recommended amount), the transaction may be declined due to insufficient funds. Therefore, it’s advisable to maintain a balance above this threshold to avoid any potential issues during withdrawals.

Annual Fee

Category: Annual Fee

Annual fees for debit cards are deducted automatically from the client’s bank account balance. This typically occurs before the anniversary date of the account opening or card activation. Clients should ensure they have sufficient funds in their account to cover the fee to avoid any potential overdraft charges or penalties.

Category: Annual Fee

Yes, you will be notified, and get instant notification on the site.

Category: Annual Fee

The annual fee for the BananaCrystal Card is $60. However, the annual fee for the first year is waived as part of our introductory offer.

Category: Annual Fee

The annual fee for the BananaCrystal card is charged after the first year, with the initial year being waived. This charge occurs on the anniversary of the account opening or card activation, following the standard practice for debit card annual fees.

Card Replacement/Renewal Fee

  • Plastic Card: USD 40 and Shipping Cost
  • Metal Card: $160 and Shipping Cost

We will notify you via email before your card’s expiration date for renewal.

  • Plastic Card: USD 40 and Shipping Cost
  • Metal Card: $160 and Shipping Cost

To request a replacement card, please provide:

  • Complete the customer request form:
  • A selfie with your passport
  • TXN hash for payment of the replacement card

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.

Bank Partner

Category: Bank Partner

Yes, transactions made with BananaCrystal cards are processed through our partnerships with VISA and UnionPay, facilitated by our offshore banking partner.

Category: Bank Partner

An offshore bank account is a financial account held in a jurisdiction outside of the depositor’s country of residence, often offering favorable banking regulations and tax benefits. BananaCrystal enables crypto users to seamlessly open offshore bank accounts, facilitating direct transactions via debit cards with cryptocurrency.

Category: Bank Partner

That’s a valid concern. While it’s true that many banks worldwide don’t accept cryptocurrency transactions, our approach is unique. We’ve partnered with an offshore Bank, which holds a crypto license. This authorization allows us to offer the BananaCrystal card with the convenience of VISA usage, ensuring flexibility for our users worldwide.

General Questions

Category: General Questions

Rest assured, your funds remain safe even in the unlikely event of BananaCrystal’s liquidation. Once you complete the necessary KYC process and make the payment, an offshore bank account is opened under your name. Your assets are securely stored in this offshore bank account, providing an additional layer of protection. It’s important to note that there is a minimum load amount to qualify for different tiers. However, once you receive your debit card, you have the flexibility to withdraw or use the funds without any minimum holding requirement in the bank. This ensures that your funds are always within your control and accessible when needed.

Category: General Questions

To minimize the risk of hacking or vulnerabilities, BananaCrystal employs several security measures. Firstly, funds are not held in custody by BananaCrystal; instead, they are stored in users’ crypto wallets. Additionally, funds are only temporarily loaded into the BananaCrystal’s dashboard before being transferred to the card. This manual loading process takes 12-24 hours, further reducing the exposure to potential security threats.

Customer Service Priority

Critical

  • Deposit to Dashboard issues
  • Card Load issues from VVIPs and Cardholders beyond 72 hours
  • Compromised or Lost Card
  • Unauthorized charges and transactions
  • KYC updates are overdue by 1 week
  • Card application and shipment updates are overdue by 5 weeks

Urgent

  • Dashboard deposit issues
  • Delayed card loading for VVIPs and Cardholders (over 48 hours)
  • Card termination request
  • Card replacement request
  • Card activation request
  • KYC updates are overdue by 72 hours

Normal

  • Dashboard deposit issues
  • Card loading delays for VVIP and Cardholders (within 24 hours)
  • Card application processing (3-5 weeks)
  • KYC application processing (within 48 hours)
  • Requests: Online Features, Single High-Value Bypass, VIP Bypass, RePIN, PIN resend
  • Card shipment status and tracking number request
  • General Inquiries
  • How-To’s
  • Collaboration Inquiries