Currently available in the United States; coming soon in 31 countries in Europe.

Frequently Asked Questions

We’ve included the answers to the most commonly asked questions here. If you need additional customer support, please log into your account dashboard.

How do I activate my physical (plastic or metal) card?

To activate your card, go to the activation page, login to your BlockCard account (if you are not logged in already), and enter the three-digit CVV code printed on the back of your card. (Note that the CVV code printed on the back of your BlockCard is different from your 4 digit PIN code.)


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I created my account and deposited — when will I receive my BlockCard?

Once your KYC authorization is complete, you can use your virtual card through your account dashboard immediately, and your physical card will arrive within 7 to 10 days.

Once we reach the point of international release, BlockCards shipped internationally may take up to 6 weeks to arrive depending on your location in the world.

What are the fees to use BlockCard?

We continually work hard to reduce or remove as many fees as possible; however - these fees are mandated by our banking partners.  Ternio believes in transparency and does not hide any fees from our customers. 


For most card holders, BlockCard is free to use as long as the card holders use it for everyday expenses.  The monthly fee is waived for users that spend at least $750 per month on the card.  No fees are charged before card activation.


Deposit Fee : $0.00

Exchange Fee : $0.00

Withdraw Fee : $0.00


Monthly Subscription Fee : $0.00 when spending over $750/mo at POS merchants

Monthly Subscription Fee : $5.00 when spending under $750/mo at POS merchants


POS Transaction (swiping the card) : $0.00

PIN Transaction Fee (Domestic) : $1.00

PIN Transaction Fee (Int’l) : $2.00


ATM Cash Withdrawal Fee (Domestic) : $3.00

ATM Cash Withdrawal Declined Fee (Domestic) : $0.50

ATM Cash Withdrawal Fee (Int’l) : $3.50

ATM Cash Withdrawal Declined Fee (Int’l) : $1.00

ATM Balance Inquiry Fee (Domestic) : $0.50


Customer Service Fee for PIN updates 1-833-316-6052 : $0.00

Activation & Card Fee : $10.00 (plastic + virtual) / $50.00 (metal + virtual)

Card Replacement Fee (incl. Lost or Stolen Replacement) : $10.00 (plastic) / $50.00 (metal)

Account Closure/Balance Refund Fee :  $0.00



*Fees are subject to change at any time.


Are there any daily limits on the ATM and POS (merchant) dollar amounts or number of transactions?

The cash withdrawal limit (ATM withdrawals and cash advances at a bank) is $500.00 per day. This limit also applies to Paypal cash withdrawals and Venmo transactions.  The POS (point of sale – using debit and/or credit) limit is $5,000.00 per day (per card). The combined limit of cash withdrawals and POS transactions is $5,000.00 per day (per card). This is subject to change as we expand the program.


Where is BlockCard™ available globally, and who can enroll?

Initial rollout will be in the United States, followed by rollouts in other countries. We don't have an exact timeframe yet, but we will update our users as soon as BlockCard™ becomes available in other countries.


In the United States, in compliance with the USA PATRIOT Act and other laws, you must be a U.S. resident with a valid government issued ID and a verifiable address to open a card account and order a card. Currently we do not issue cards to residents of Puerto Rico, Guam, Virgin Islands, American Samoa or other U.S. territories.

Where does my BlockCard work?

The BlockCard™ is a physical VISA debit card that works wherever Visa or debit transactions are accepted. With BlockCard™, card holders are empowered to spend their cryptocurrencies anywhere in the world major credit cards are accepted.  Your BlockCard™ can be used anywhere in the world that Debit Visa is accepted as credit, debit, or at ATMs.


Your BlockCard™ card is versatile. You can use your card as “credit”, where you run the card and sign for the purchase. You can also use the card as “debit”, which means that you enter your PIN to make a purchase. You can also use your BlockCard™ card at any ATM where Debit Visa is accepted to withdraw cash. The BlockCard™ card can also be used over the phone and online to make purchases.

Can I enroll using a business name?

No. BlockCard™ cards are for personal accounts only. Per federal banking regulations, the identity of all applicants must be verified before an account can be created.


Can I have multiple cards?

No. Per federal banking regulations, cardholders are only allowed one active card and one active account.  
If you already have a plastic card when the metal card becomes available , existing plastic card users will be able to upgrade – so you can start with the plastic card now if you wish and easily upgrade later.


When does my BlockCard™ card expire?

The expiration date for your card is listed on the front of the card.


How do I notify BlockCard™ with a change of address?

You can update all of your account information from your account dashboard under Profile information.

Does BlockCard™ charge a fee for card account termination?

If you decide to cancel your BlockCard™ account you will need to withdraw any remaining balance on your card to an external cryptocurrency wallet before we can close your account. After you have done so, contact Customer Support through the Support menu on your account dashboard and we will assist you with closing the account after we verify the final withdrawal transaction has completed.

I returned a purchase I made using my BlockCard™ card, how long does it take for the funds to go back on my card?

If the merchant has already finalized the initial transaction, you will see a merchant credit on your card in 3-5 business days. If the transaction is still pending, it can take up to 15 days from the date of the initial transaction for the funds to return to your card. Authorizations for car rentals and hotels can take up to 30 days to return to your card.


I sent or withdrew crypto to my BlockCard, but don’t see funds in my account. What should I do?

If you have made a deposit or withdrawal from your BlockCard account and the transaction has not processed yet, please be patient -- depending on the type of cryptocurrency involved in the transaction, it may take up to 24 hours for that transaction to fully confirmed and your account balance to be updated.  


If more than 24 hours have passed and you are still not seeing the results of your transaction:  

  1. Double check to make sure that the transaction was sent to the correct wallet address.
  2. Verify that the transaction was completed via Etherscan (ETH), StellarChain (XLM), or Blockchain.info (BTC).
  3. Feel free to chat with other users or send a message in the Contact Us portion of the Support section.


You can also submit a ticket to our support team under the support menu of your account dashboard.  When contacting support, please send us any details about the transaction you have made to or from your account, including reference records/numbers if possible.  This will help our team quickly resolve your issue. These details in particular are very helpful:


Public transaction record(s)

Date and time of the transaction(s)

Type and quantity of cryptocurrency



Where can I use BlockCard?

The BlockCard™ is a physical VISA debit card that works wherever Visa or debit transactions are accepted.. With BlockCard™, card holders are empowered to spend their cryptocurrencies anywhere in the world major credit cards are accepted.  Your BlockCard™ can be used anywhere in the world that Debit Visa is accepted as credit, debit, or at ATMs.


Your BlockCard™ card is versatile. You can use your card as “credit”, where you run the card and sign for the purchase. You can also use the card as “debit”, which means that you enter your PIN to make a purchase. You can also use your BlockCard™ card at any ATM where Debit Visa is accepted to withdraw cash. The BlockCard™ card can also be used over the phone and online to make purchases.

My card has been suspended due to negative balance, how can I get it re-activated?

If your account is suspended due to negative balance, you can load funds onto your card and contact Customer Support to get your card reactivated.


How do I view my card account activity?

You can view all transactions and manage all of your account information from your account dashboard. You can also contact Customer Support through the account dashboard under the Support menu.


How long does it take for a deposit to complete and arrive in my account?

BlockCard deposits generally take between just a few seconds to a few hours depending on the cryptocurrency asset type you are depositing, the level of congestion that the asset network is facing at that time, and the time needed for security processing including reaching the required number of confirmations. (For example, a BTC or LTC deposit typically takes longer than an XLM deposit.) Deposit processing should never exceed 36 hours. If you have verified your deposit on the blockchain and it still has not been reflected in your account after 36 hours, please let us know and we will look into it and resolve the issue. 


What is the minimum and maximum amount of money that I can deposit to my BlockCard™ account?

BlockCard accounts currently require a minimum balance of at least $10 in order to complete the KYC identity verification process (we recommend at least $50-100 to start with). 


The maximum load amounts are as follows: $5,000.00 per load, $10,000.00 per day with a maximum allowed balance of $20,000.00 in a 30 day period.

Do any deposits require both the address and memo/tag field being set?

Beginning on December 16, 2019, there is a change to the way that deposits will be made going forward when you deposit with XLM and some other cryptocurrency types.  From now on when making deposits, please check the deposit popup window to see if your deposit address is accompanied by a required memo that will be unique to your account; please remember to always include the memo when you deposit these crypto types. The deposit address and your unique memo can be found on your account dashboard by clicking on the icon for crypto as usual.

With the introduction of XRP deposits, please note that XRP also requires both the address and the tag to be set correctly when making a deposit in this asset type.


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Can I use BlockCard at ATMs to withdraw cash?

BlockCard allows you to withdraw cash from almost any ATM worldwide (local restrictions may apply).


If you use an ATM outside of the United States, you will incur the Foreign ATM fee associated with your BlockCard™ card, which will range from $0.00 – $3.50 depending on your card product. You may also receive a surcharge from the ATM in addition to the fee that is associated with your BlockCard™ card.


Which bank issues the BlockCard?

Metropolitan Commercial Bank™, located in New York, issues the BlockCard™ Prepaid Visa Card. However, cardholder card accounts are managed by BlockCard™ and individual cardholders do not have a personal bank account with Metropolitan Commercial Bank.


Do I need good credit to qualify for a BlockCard™ card?

No. The BlockCard™ card is a Prepaid Visa Card, not a credit card. Therefore, no credit check is done during the approval process.


Can I use my BlockCard™ card to gamble online?

No, online gambling is prohibited with the BlockCard™ card due to Visa regulations.


When I swipe my card at a gas pump I get charged $50.00 – $75.00 even if I only pump $10.00 worth of gas. Why?

When you pay at the pump, a pre-authorization is done for an amount between $50.00 and $75.00. This is due to the fact that the authorization is done before the amount of the transaction is known. If you do pay at the pump, the transaction will settle for the amount you actually pumped within 24-48 hours of the initial transaction. You can avoid this pre-authorization by pre-paying inside the store or paying after you pump.


What do I do if an ATM does not give me the total amount of my withdrawal, but says it did?

Sometimes ATMs have errors or simply run out of money. If you experience a problem with an ATM, you can attempt to contact the ATM owner by calling the number listed on the ATM. In most cases, the ATM runs an error report each day, which will credit your card back for the funds you did not receive. This error reporting typically takes 24-48 hours to complete. If the ATM settles the transaction as though you received the funds, you will have to file a dispute. Disputes can take 60-90 days to finalize. Contact Customer Support for more information on filing a dispute.


I attempted to make a purchase with my BlockCard™ card and was denied but I have been charged for the purchase or I simply did not authorize a transaction that is on my card account. What do I do?

First, contact BlockCard™ Customer Support to see if the transaction shows as an error on your account. If the transaction shows pending on your account, but the merchant says that the transaction was declined and is unwilling to issue a merchant credit/refund, you may file a dispute. A dispute can take 60-90 days to finalize. Please contact Customer Support for more information on filing a dispute.


My BlockCard™ card is denied at merchants and ATMs but I know I have funds on my card, what do I do?

Please check to ensure that you have enough funds on your card to cover the $10 minimum account balance in addition to the purchase price; and ensure that you are using the correct PIN if you are having trouble with debit transactions. If you are still having trouble, please contact BlockCard™ Customer Support for assistance.


How do I use my BlockCard™ card as a calling card?

To use your BlockCard™ card as a calling card, simply call 1-877-766-3551 (also located on the back of your card); choose option 3 to go to the automated system. Once in the automated system, you will be given the option to use your BlockCard™ card as a calling card. Once your call is complete, the cost of the call will be deducted from your available balance.

Does BlockCard work with Apple Pay and Google Pay?

Yes! BlockCard is enabled for use with Apple Pay, Google Pay, and Samsung Pay so that you will be able to use BlockCard anywhere that accepts those forms of payment as well.  Mobile pay options can be used with either your virtual card or physical card, so now you have the option to pay with crypto wherever you go (even if you don't have your card with you).

What happens if my card is lost or stolen?


If your card has been lost, stolen, or compromised, please contact Customer Support to have it marked lost or stolen immediately. You can also use the phone number on your card to report your card lost or stolen. If after business hours please use the automated phone system to report the card lost to prevent any unauthorized transactions. Once a card is marked lost or stolen, it cannot be used or reactivated.


Immediately contact customer service and request a replacement card, they can deactivate your card to prevent unauthorized use. We plan to build out functionality to deactivate your card within the BlockCard account; however - that does not presently exist.


What type of fraud detection does BlockCard™ employ?

The BlockCard™ card is a Signature and PIN-accessed card. The card account cannot be overdrawn or abused. Without the PIN, the card cannot be used for ATM or debit transactions. If the PIN is stolen along with the card, the cardholder’s liability is limited to $50.00 if the loss is reported promptly, per Reg. E. Once we are notified of a lost or stolen card, and the cardholder correctly identifies himself, the card account is immediately frozen.


How secure is my card account information?

The BlockCard™ website uses the latest 128 bit encryption technology to secure your card account and personal information online. BlockCard™ follows strict procedures to ensure that your card account and personal information is never shared or misused in any way. For more information regarding your privacy, please view our privacy policy by clicking the link on the BlockCard™ website.


What security measures are available for lost or stolen cards?

If your card is lost or stolen, you will want to contact Customer Support immediately, or report your card lost or stolen through the automated phone service (number printed on card). Reporting your card lost or stolen will deactivate the card immediately. The card replacement fee for a lost or stolen card is $10.00, and you will receive a new card with a new card number. If you notice that there are any unauthorized transactions that occur on your account, you can call Customer Support to get information on filing a dispute. A dispute can take 60-90 days to finalize.


Does my BlockCard account support two-factor authentication (2FA)?

Yes.  You can enable or disable two-factor authentication (2FA) under the Support menu In your account dashboard > Security settings.  If enable two-factor authentication in security settings, you will then be emailed a 6-digit code every time you attempt login which will be required in addition to your password.

Depositing Funds To Your BlockCard

Funding Your BlockCard


1. After signing in to your BlockCard account visit the “My Account” page.


2. Select the cryptocurrency you would like to use to fund the account by clicking the image logo. To fund your card with Ethereum, click the ETH logo.


3. After clicking the image you will be given an address to send your cryptocurrency to. For example, you will notice the ETH address begins with “0X”


4. Copy and paste the address from the BlockCard account. Then send the funds from your personal wallet to your BlockCard account address.


5. Depending on the currency you have selected, funding can take seconds or potentially hours during peak times.


Getting started — how to deposit, complete KYC, and get your card!

The BlockCard™️ VISA Debit Card is available now to all users in the United States, and we are preparing to launch internationally soon!

 

All users who meet the minimum balance requirement can click on the "Select Card" button on your account dashboard which will allow you to complete KYC and activate your card.  Once you have completed KYC authentication, your virtual card (with full VISA card number and expiration/CVV) will be available immediately in your account dashboard while your physical card is sent to you in the mail, arriving in 7 to 10 business days.  Please note that account will show as 'inactive' until KYC is completed and your card is activated, and that accounts currently require a minimum balance of at least $10 in order to complete the KYC identity verification process (we recommend at least $50-100 to start with).  



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The minimum balance is used to protect your account against the volatility of crypto markets — your card spendable balance is the amount of your balance exceeding $10, and any amount up to your full balance may be withdrawn directly at any time you wish. (The minimum balance requirement was formally $100, but as of January 2020 it has now been reduced to just $10, thanks in large part to the feedback from our user community.  We sincerely appreciate your suggestions and enthusiasm for BlockCard while we continue rolling out the product and features!) 

 

Your BlockCard has a VISA card number with expiration/CVV that allows you to make purchases online and anywhere else VISA is accepted, as well as debit an ATM transactions. BlockCard is also enabled for use with Apple Pay, Google Pay, and Samsung Pay so that you will be able to use BlockCard anywhere that accepts those forms of payment as well.  Mobile pay options can be used with either your virtual card or physical card, so now you have the option to pay with crypto wherever you go (even if you don't have your card with you).


For information on how to deposit, please view this solutions article.


Initial rollout will be in the United States, and other countries will follow pending partnership with local banks on a country by country basis. We can't specify an exact timeframe at the moment, but the goal is to scale to international markets as quickly as possible. 


What are my options and costs?

Plastic BlockCards cost $10. Metal BlockCards will be available soon and will cost $50 including delivery.  When the metal card becomes available, existing plastic card users will be able to upgrade – so you can start with the plastic card now if you wish and easily upgrade later.  Virtual BlockCards are free and will be available on your account dashboard once you have completed KYC and activated a physical card.


What documents are required for KYC identity verification?
Our banking partners have their own KYC criteria and the required documents will be requested when you begin the process — in the United States, you can complete the process with your Social Security Number and either your Passport or Driver's License number. Documentation must meet their standards based on your local state and government laws. If you do not pass KYC the first time you have the option to submit additional documentation and try again.

Do I need to deposit before my card will be sent?

Because BlockCard is a Visa debit card, it works differently than a credit card for example. Whereas with a credit card you are essentially borrowing funds every time you make a purchase, a debit card like ours will draw from your pre-funded balance.  So in order to get the card activated and printed for you, it needs to have a pre-funded starting balance.  


For information on making your first deposit, please see this solutions article.

Passing KYC Checks

Our bank partners have their own KYC criteria. Documentation must meet their standards based on your local state and government laws. If you do not pass KYC the first time you have the option to submit documents and try again.


How do I change my PIN number?

The default PIN for your BlockCard is printed on the mailer that came in the mail with your physical card, but if you don't happen to have that anymore that's okay, we've got you covered!  To change your four-digit PIN number after you have activated your card, call the phone number on the back of your card and follow the prompts in the automated phone system. Start by choosing your preferred language, and then select option (2) for current cardholders. You will be asked to enter your card number, and then after selecting the option to change your PIN you will be asked for your current (default) PIN code, which is printed on the mailer that your card came attached to. If there was no PIN number printed on your mailer, you can also set and change your pin number using last four digits of your Social Security number when prompted. (If you call the customer support number 1-833-316-6052 during live support hours, you can talk to a representative directly and change your PIN number by giving them the last four digits of your Social Security number.) The hours for live support are: 


Monday - Thursday: 9am - 6pm CST

Friday: 7am - 8pm CST

Saturday - Sunday: 10am - 6pm CST



Are the card numbers different for the virtual and physical cards?

Your virtual and physical card will have completely separate numbers, CVV codes, and expiration dates.  Both will draw from your account balance. 


Where can I withdraw TERN to (where does it trade)?

TERN trades on a number of active exchanges including all of the Stellar Decentralized exchanges like StellarX, StellarTerm, and StellarPort as well as non stellar exchanges like ExRates. You may also withdraw funds to a wallet, such as a Lobstr wallet, and then proceed to convert/transfer your funds from there to wherever you wish. You should be able to use any of these to withdraw to and convert your funds to USD.   There is a 24 hour processing period for withdrawals before they are transacted.  If you run into trouble or have any difficulties, the support staff for the exchange or wallet provider should be able to help you.  

How do I withdraw TERN from my BlockCard account?

You can withdraw TERN from your account at any time by submitting a withdrawal request through your account dashboard.  On the main page of your dashboard there is a button "withdraw" that will guide you through the process. BlockCard withdrawals generally happen quickly after your request has been initiated, security verified, and approved (pending ➩ approved ➩ completed). Please note that there is a 24 hour hold on withdrawals for security purposes before they are approved, and once approved they will usually complete within a few hours at most depending on the level of congestion that the asset network is facing at that time. 


TERN trades on a number of active exchanges including all of the Stellar Decentralized exchanges like StellarX, StellarTerm, and StellarPort as well as non stellar exchanges like ExRates. You may also withdraw funds to a wallet, such as a Lobstr wallet, and then proceed to transfer from there to wherever you wish.  Please make sure that the destination wallet or exchange account is properly set up to receive TERN, including an established trustline if required. For more information, contact support for the specific wallet or exchange.

Do any deposits require both the address and memo/tag field being set? (XLM/TERN/XRP)

Beginning on December 16, 2019, there is a change to the way that deposits will be made going forward when you deposit with XLM or TERN.  From now on when making deposits for these two assets, your deposit address will be accompanied by a required memo that will be unique to your account; please remember to always include the memo when you deposit XLM or TERN.  The deposit address and your unique memo can be found on your account dashboard by clicking on the icon for XLM or TERN as usual.  

With the introduction of XRP deposits, please note that XRP requires both the address and the tag to be set correctly when making a deposit in this asset type.


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Why is my BlockCard balance changing?

You will likely observe changes in your USD spendable balance day-to-day.  Besides spending and depositing activity, your USD equivalent account balance will change dynamically according to the market value of TERN (the underlying cryptocurrency asset for your BlockCard account).  


Your TERN balance will not change unless you make a transaction or deposit, only the momentary USD/TERN conversion price based on market price.  


BlockCard uses United States Dollar Derivative (TERN/USDD) to establish market value. (This is independent of XLM/TERN, ETH/TERN, or BTC/TERN, for example.) Using USDD to establish value helps smooth out some of the fluctuations in the marketplace, but there will still be fluctuations in value based on the value of TERN, trends in the larger cryptocurrency market, and the deposit and spending behavior of users (in particular during times when there is a lot of depositing and spending activity).


Your spendable value on BlockCard is tied to TERN on the BlockCard ecosystem.  We do not use CMC as price value (e.q. XLM/TERN or BTC/TERN).  As users deposit on BlockCard, the value of TERN increases.  As people spend, the value decreases.   This is tied to the USDD/TERN market.  TERN is never issued at less than $0.008, but can be higher based on BlockCard market usage.  TERN can be spent at any price.  We have worked hard to build utility of TERN into the functionality of BlockCard.

How do I stake TERN to earn crypto back rewards?

BlockCard offers one of the most competitive crypto back rewards in the industry thanks to the TERN staking program.  TERN Staking is the process of holding funds in a cryptocurrency wallet to gain access to rewards features on BlockCard, based on the amount of TERN you stake. 


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The process of staking TERN to earn rewards is easy.


  1. Fund your BlockCard account using the "Deposit" page within your BlockCard account.
  2. Once your funds have appeared under your "Spendable Balance" you can now decide how much to stake.
  3. Click the "Rewards" page within your BlockCard account and select which tier you want.  You must have the corresponding amount of TERN under your "spendable balance" to be approved for the tier you select.  For example: You can only select 6% if you have 145,000 TERN or more in your BlockCard account.
  4. Once selected, your TERN will be deducted from your spendable balance and staked until you chose to withdraw your TERN.


Crypto back rewards are issued on almost every merchant purchase you make.  You will see the rewards reflected under the "Rewards Transactions" tab under "Rewards" page


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Your "Rewards" are based off the spend you make on BlockCard and are automatically contributed back to your "Staked" TERN pool.  We want to help you save more!   That means if you Stake 120,000 TERN (5% Rewards Tier) and earn 60,000 TERN in Rewards, you will be automatically upgraded to the 6% Tier because your total Staked balance is now 180,000 TERN.


Withdrawing TERN or Spending Rewards


You can withdraw your Staked TERN at any time and it will be credited to your BlockCard Spendable Balance at the beginning of the following month.   For example: If you withdraw in the middle of April you will receive your withdrawn amount on May 1st. 


The best part of BlockCard is that you earn rewards, on your rewards!  This compounding is very powerful and enables top tier rewards holders to earn 6.38% back on everything they purchase.  


You can learn more about BlockCard crypto back rewards on our website.

Got a Few Minutes?

Within minutes – you can register for your BlockCard™ account, add funds, pass KYC, get a virtual card and make purchases anywhere major credit cards are accepted. Register at no cost to you.

Supported Currencies
Cryptocurrency Coins