# FAQs

<details>

<summary>When I top up the card, where are the assets stored?</summary>

When you top up the card, the assets are stored in the loan contract for the card. The contract is on EVM but can accept deposits from Solana using auto-bridging done by us in the background. With Avici, only your wallet controls your funds. No one else. Visa can withdraw funds only if it can prove there was a spend. Please note that card wallet is separate from the smart wallet.

</details>

<details>

<summary>Can I get a new card generated in place of my previous card?</summary>

Yes. You can use the option “delete” card inside the app to cancel an existing card and create a new one for the same fees. Note that you cannot avail a new card for free.

</details>

<details>

<summary>Why was my KYC declined?</summary>

KYC can be declined for several reasons:

1. Mismatched data between documents and entered data
2. Regional restrictions
3. SumSub may not always recognize domestic IDs
4. Unsupported Regions

</details>

<details>

<summary>Can I change my 3ds information used for receiving OTPs for online transactions?</summary>

Yes you can. Contact support for assistance

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<details>

<summary>What are custom names?</summary>

Custom names let you choose a preferred version of your legal name to appear on the card. for example, someone named “steven adam smith” may request “steve” to be printed on the back of the card.\
\
Note: the official cardholder name will always remain your full legal name. if the preferred name you provide is too different from your legal name, our manufacturer may deny the request and default to your legal name, as required by regional regulations.

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<details>

<summary>What does it mean if status is "Authorized" for transaction in card?</summary>

‘Authorized’ in your transaction status indicates that the payment is yet to be settled with Visa. Avici is presently doing weekly settlements (may be sooner in some cases) for transactions. After a week, your crypto is auto liquidated from the contract and sent to Visa.

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<details>

<summary>Are there penalties for late or returned payments?</summary>

No, There’s no billing cycle or manual repayment. We auto-deduct from your topped-up USDC balance.

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<summary>How does taxes work and is data shared?</summary>

* Credit card transactions are processed through a US-based company. We may be obliged to report information for individuals only when there is fraud detected and when specifically requested by their country's authorities to stop bad actor using the services.
* Verifications are handled securely by [Sumsub](https://sumsub.com/) and shared with Visa and its partners when required.
* We are also developing privacy tools to prevent direct connections between your crypto wallets, loan smart contracts and Card transactions.

{% hint style="info" %}
Avici does not provide tax advice, and the information above should not be considered as such. It is your responsibility to consult a qualified CA and ensure compliance with the tax laws in your region. Avici, as a platform, is not liable for any tax-related decisions or obligations.
{% endhint %}

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<details>

<summary>What regions are supported for shipping?</summary>

We ship to all regions except a few restricted ones.

this list may change over time. You’ll see supported regions directly in the app when you enter your PIN code.

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<details>

<summary>Do I need to wait till the card is delivered to use?</summary>

No, once it’s manufactured you can start using it right away. Shipping times vary by region, but most ship within 4-5 business days. you don’t have to wait for delivery—just add it to apple pay or google pay and start spending online or offline immediately.

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<summary>Where can I use the card?</summary>

The card is accepted at over 100M+ merchants over the world. It will work anywhere a Visa international card is accepted

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<summary>My transaction declined/failed but I was still charged</summary>

This is due to a temporary hold placed on your card. Funds are usually refunded in a few hours to a couple of days. In case funds are not auto-returned within 31 days, you may contact our support

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<details>

<summary>I am unable to add my card to Apple Pay</summary>

If you're unable to see the option to add a card in the app, simply change the device region to USA from the settings.\
\
If you're getting error "Unable to add card" while adding the card, follow these steps:

1. Check card details → Ensure the card number, expiration date, and CVV are entered correctly. Even a small mistake can cause issues.
2. Verify billing address → Sometimes, the issue is due to a mismatched billing address.

Go to Settings → Wallet & Apple Pay → Scroll down to Delivery Address, Email & Phone.

Make sure these match the details in your Avici app.

If the issue persists, try restarting your device and re-adding the card.

For issues with verification where you may be asked to call the card, simply wait for a few hours and try again.

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<details>

<summary>Are there any extra charges for spending using the card via Apple/Google pay?</summary>

No there are no extra charges

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<summary>Can I use the virtual cards at an ATM?</summary>

Yes, you can use the virtual card at NFC enabled ATMs. Simply set the PIN in the app settings and you are ready to go.

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<summary>Can I change the PIN?</summary>

Yes you can change the PIN anytime. Simply click on the PIN option again in the card settings and enter your new PIN.

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<details>

<summary>Disputing Unauthorized Transactions on Your Avici Card</summary>

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**Disputing Unauthorized Transactions on Your Avici Card**

<details open>

<summary>What should I do if I see an unauthorized transaction?</summary>

Act quickly. The first step is to freeze your card through the Avici app to prevent any further charges. Then review your full transaction history and note the date, amount, and merchant name for anything you don't recognize. If you can identify the merchant, contacting them directly is often the fastest way to get a charge reversed.

</details>

<details open>

<summary>How do I file a dispute with Avici?</summary>

Reach out to Avici support with the following: your card's last 4 digits, the date and amount of each suspicious transaction, and any supporting evidence such as receipts or emails. Our team will review your case and walk you through the next steps.

</details>

<details open>

<summary>How long does the dispute process take?</summary>

Dispute reviews can take up to 90 days.  Refunds depend on the outcome of the review. They are not guaranteed.

</details>

<details>

<summary>What documents should I submit with my dispute?</summary>

The documents you need depend on the type of dispute, but generally you should include:

* Any receipts, order confirmations, or invoices related to the transaction
* Email or chat correspondence with the merchant, especially if they refused a refund

</details>

<details open>

<summary>How do I tell if a transaction is fraudulent or just one I forgot about?</summary>

A few questions to ask yourself: Do I recognize the merchant name? Does the location or timing match my usual activity? Is this a tiny $1 to $2 test charge followed by a larger one? Could it be a subscription I forgot to cancel? If the answer to any of these raises a red flag, treat it as suspicious and report it.

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<details open>

<summary>What if I wait before reporting?</summary>

Delays in reporting reduce the likelihood of recovering your funds. Report any suspicious activity as soon as you spot it.

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<details>

<summary>Can I dispute a subscription I forgot to cancel?</summary>

No. Charges from subscriptions you originally agreed to are not eligible for disputes. That said, it is worth reaching out to the merchant directly since some may issue a goodwill refund.

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