1. Basic Information about Matrixport Card

1.1 What is the Matrixport Card?
Matrixport Card is a convenient and secure payment tool that allows users to convert crypto assets into fiat currency for global online and offline payments. It supports linking to digital wallets like Apple Pay, Google Pay, WeChat Pay, and Alipay and can also be used directly at merchants accepting Mastercard.

1.2 What types of Matrixport Cards are available?

• Virtual Card: Supports linking to digital wallets for online and offline purchases.
• Physical Card (coming soon): Includes all the functions of the virtual card and supports global ATM cash withdrawals.

1.3 What are the main features of the Matrixport Card?

• Top-up: Deposit cryptocurrency into the card balance.
• Withdrawals: Transfer card balance back to the Matrixport account.
• Payments: Link to a digital wallet or use the card number directly for payments.
• Card Management: Adjust limits, freeze the card, and more.

2. Applying for the Matrixport Card

2.1 What are the requirements to apply for a Matrixport Card?

• Complete KYC identity verification with Matrixport.
• Bind a phone number and enable Google Authenticator (GA) for two-factor authentication.

2.2 How do I apply for a Matrixport Card?

1. Open the Matrixport app and navigate to "Wallet > Fiat > Card."
2. Verify your phone and fill in your personal information.
3. Submit the application. The review process typically takes 0-1 business days.

2.3 What if the application fails?

• Check if all information is complete and meets the requirements.
• Contact customer service to get detailed feedback and resubmit your application.

2.4 Can I apply for multiple cards?
Currently, each account can only apply for one card.

2.5 How do I renew a virtual card when it expires?
You will receive a reminder before expiration. A new card will automatically be linked to your account, and the old card will be deactivated.

3. Top-ups and Withdrawals

3.1 How do I top up my Matrixport Card?

1. Log in to the Matrixport app and navigate to "Card Home > Top-up."
2. Enter the amount and complete multi-factor authentication (MFA).

3.2 How long does it take for top-ups to be credited?
Top-ups are typically credited instantly, but network congestion may cause minor delays.

3.3 Is there a fee for top-ups?
Yes, the fee will be displayed before submitting the request. Please review carefully.

3.4 How do I withdraw funds from the Matrixport Card?

1. Log in to the app and navigate to "Card Home > Withdraw."
2. Enter the withdrawal amount, confirm, and complete the operation.

3.5 How long does a withdrawal take?
Withdrawals are usually processed instantly, but the actual time depends on the bank's processing speed.

3.6 Are there limits for top-ups and withdrawals?
Limits per transaction, day, and month can be viewed and adjusted under "Card Management > Limit Settings."

4. Spending and Billing

4.1 What payment methods does the Matrixport Card support?

• Online payments: Via linked digital wallets or by entering card details directly.
• Offline payments: Use NFC or QR code payment via linked digital wallets.

4.2 Can I link multiple digital wallets?
Yes, it supports Apple Pay, Google Pay, Samsung Pay, WeChat Pay, and Alipay.

4.3 Is there a daily spending limit?
There is no fixed limit, but users can set one under "Card Management."

4.4 How do I check my transaction history?
Log in to the app, go to "Card Home > Balance Details," and view top-ups, withdrawals, and spending records.

4.5 How do I check my bill?
Go to "Card Home > Bills," and click on a specific bill to view details.

4.6 What if I have a dispute with my bill?
You can file a bill dispute. The platform will verify the transaction records and assist in resolving the issue.

5. Card Management

5.1 How do I view card details?
Go to "Card Home > Card Details" and complete MFA verification to view the card number, expiration date, and CVV code.

5.2 How do I freeze or unfreeze my card?

• To freeze: Go to "Card Home > Card Management > Freeze Card."
• To unfreeze: Complete MFA verification to resume use.

5.3 How do I modify the top-up limit?
Go to "Card Management > Limit Settings" and adjust the single transaction, daily, or monthly limits as needed.

6. Fraud and Dispute Resolution

6.1 What should I do if my card is used fraudulently?

• Immediately freeze the card.
• Contact customer service and file a fraud dispute.

6.2 How can I prevent card information from being leaked?

• Avoid entering card details on unsecured websites.
• Use payment methods via linked digital wallets.
• Enable transaction alerts to monitor every transaction.

6.3 Common reasons for declined transactions:

• Insufficient card balance.
• Digital wallet not linked or linking failed.
• The card is frozen or expired.

6.4 How to handle disputes related to product/service quality?

• Contact the merchant to try to resolve the issue.
• File a dispute application. The platform will verify and assist in handling the issue.

6.5 What if I am charged twice for a transaction?
File a transaction dispute. The platform will verify with the merchant and assist in obtaining a refund.

6.6 What if an unauthorized charge occurs?
Freeze the card and contact customer service. File a dispute if necessary.

7. Future Physical Card Features

7.1 How does the physical card differ from the virtual card?

• Supports global ATM withdrawals.
• Features NFC for contactless offline payments.

7.2 How do I activate the physical card?
Complete activation and set a PIN code via the app.

7.3 Does the physical card support international withdrawals?
Yes, but currency conversion fees and withdrawal fees will apply.

7.4 Does the physical card support credit features?
The Matrixport Card is a debit card and does not support overdrafts.

8. Fee Information

8.1 Special Reminder for Linking Matrixport Cards to WeChat/Alipay in Mainland China

• Single transaction ≤ 200 CNY: No extra fees from WeChat/Alipay.

Single transaction > 200 CNY: WeChat/Alipay charges an additional 3% transaction fee.
Example: For a single transaction of 500 CNY, WeChat/Alipay will charge a 15 CNY fee.