2. How do I change my login password?
You can change your login password in the set up page.

 

 

 

3. What should I do if I forget my login password?
On the login page, you can reset your login password through mobile phone or email verification.

2. Top-up Issues

1. How long does it usually take for a normal USDT withdrawal to arrive?
From top-up to withdrawal, under normal circumstances, the entire process can be completed within 15 minutes.

2. Are there any specific times when the arrival of funds is slower? For example, before 9 am or after 6 pm?
USDT or USD wallet top-up/withdrawals are processed 24/7 and are not limited by specific time periods. However, if you are paying to an overseas bank account, transactions initiated on working days from 9:00 to 17:00 will be processed on the same day, while those initiated outside this period will be processed on the next working day.

3. Are weekends and public holidays (for Hong Kong accounts) affected? If so, what is the rule?
USDT or USD wallet top-up/withdrawals are not affected by weekends or public holidays and are processed around the clock. However, payments to overseas bank accounts are affected by working days—transactions initiated on non-working days will be processed on the next working day.

4. Does the account currently support USD to RMB conversion for FB ads spending?
Currently, USD funds via USDT cannot be converted into RMB. Such funds cannot be used directly for FB ad spending that requires RMB settlement.

3. Payment Issues

1. Why did my GoPay card payment not show as successful?
You can click Transaction Details > Transaction Info for more information. For failed transactions, the reason for failure will be displayed.

Common payment failure reasons include:

1. Insufficient balance or service fee: The current balance is not enough to complete the deduction. Please replenish your funds in time, or ensure that the wallet balance is enough to cover card fees if you use fee-deduction from wallet.
2. Incorrect validity period or CVV: Information entered incorrectly. Please confirm and try again.
3. Invalid card: The card is frozen or canceled. Please use another card.
4. Payment timeout: May be caused by network delays. Please try again later.
5. Insufficient limit: The shared card has set single, daily, monthly, or total limits. If the limit is not enough, the payment will fail. Please adjust the shared card limit according to the prompt.
6. Unsupported merchant category: The merchant category is high risk and not supported by the channel (e.g., pornography, gambling, drugs, etc.).
7. Debit order: When you use the GoPay card for a transaction, we will first deduct funds from your shared card’s base currency wallet. By default, all your activated wallets are enabled. If the base currency wallet balance is insufficient, and to avoid impacting your transaction, the system will automatically deduct from the next available wallet by exchanging currencies in wallet order. You can turn off this option so that only the base currency wallet is used; if its balance is insufficient, the transaction will fail.