This page describes the mechanics of a SolCard card: where your money goes at each step, who is holding it at each point, and what we can and cannot do when something goes wrong. It is written for the reader who is worried about their money and wants specifics rather than reassurance.

This is a description, not a contract. The Terms of Use is the binding document. Where the two differ, the Terms govern.

SolCard is operated by SC PAYMENTS LIMITED, incorporated under the laws of Hong Kong, Business Registration Number 78350827.

SolCard is the program manager and the technology platform. That is the whole of our role. SolCard is not a bank, not an electronic money institution, and not a card issuer. Your card is issued by a licensed third-party institution under Visa or Mastercard network rules, and that institution is not SolCard. SolCard does not hold client funds in its own accounts.

This matters because it tells you who is actually holding the money at each step, and therefore who has to act when something needs to change. The next section walks through that.

Your money changes hands several times between the wallet you send from and the merchant you pay. Each handoff is a real transfer to a different party.

1. You send crypto to a deposit address. Until that transaction confirms on-chain, it is a blockchain transaction governed by that network's rules. It is not yet a card balance, and nothing about it is under our control.
2. The deposit is converted to a spendable US dollar balance. Conversion happens at the rate available when the conversion runs, not at the rate you saw when you decided to deposit. The balance you end up with reflects the market at the moment of conversion.
3. The converted balance is loaded onto your card at the issuing institution. From this point the spendable balance sits with that institution. It does not sit with SolCard.
4. You pay a merchant. The card network asks the issuing institution to authorize the amount. If it authorizes, that amount is committed against your balance immediately, before the merchant has been paid. This is why your available balance can drop the instant you pay.
5. The transaction settles. Settlement is a separate step from authorization, and it happens when the merchant submits the transaction for clearing — which can be hours or days after you paid. At settlement the merchant is paid and the amount becomes a final debit. The settled amount can differ from the authorized amount; tips, fuel pumps, hotels, and car rentals are the usual cases.
6. A refund returns to your card balance. If a merchant refunds you, the money travels back the same route: from the merchant, through the network, to the issuing institution, and onto your card balance. It does not return to your crypto wallet on its own.
7. Moving a balance back to crypto is a withdrawal you initiate. The card balance stays a card balance until you withdraw it. Minimums and timing for withdrawals are set out in the Terms of Use.

Fees apply at some of these steps. We deliberately do not restate fee amounts here, so that there is one source rather than two: see the Terms of Use for the fee terms that govern your card.

The issuing institution holds your spendable card balance and makes the authorization decision on every transaction. It can block a card. Spending limits, merchant restrictions, and compliance requirements come from more than one place: some originate with the issuing institution or the card network and are applied by SolCard on their behalf, and some are configured by SolCard. If a specific merchant or category will not go through, support can tell you which of the two you are hitting.

SolCard operates the platform you interact with: the dashboard, your deposits and conversions, the requests we send to the issuing institution on your behalf, and support. We can look up what happened to a transaction and tell you what we see.

Some things nobody at SolCard can do, and it is better that you know them before you need them:

• We cannot reverse a transaction that has already settled. A settled transaction is undone by a refund from the merchant or through a dispute, not by us editing a balance.
• We cannot lift a block placed by the issuing institution or by a compliance review simply because you ask.
• We cannot recover crypto sent to the wrong network or sent as an unsupported asset. Blockchain transfers are final.

There are two different things that both look like "my card stopped working," and they have different fixes.

A freeze you control. You can freeze and unfreeze your own card from the dashboard, and you can reverse it yourself at any time. Use it if you have misplaced the card or want to stop it being used while you check something. Note that an authorization approved before you froze the card can still settle afterwards — freezing stops new authorizations, it does not cancel transactions already in flight.

A block you do not control. A card can also be blocked by the issuing institution, or held while a compliance review runs. This is not the same as your own freeze, it will not appear as something you can toggle, and you cannot lift it from the dashboard.

If your card stops working and the freeze toggle in your dashboard is off, contact support. Ask what the block is and what is needed to clear it. We will not quote a resolution time, because the decision is not ours to make.

There is no self-serve dispute button in the dashboard. We say that plainly so you do not spend time hunting for one.

The process is: you contact support with the details, and our team files the dispute with the issuing institution on your behalf. The issuing institution and the card network decide the outcome under network rules. SolCard does not decide it and cannot overrule it.

Before opening a dispute, consider contacting the merchant first. If the charge is simply wrong and the merchant is legitimate, a merchant refund is the most direct route, and it returns to your card balance as described above.

When you contact us, have these ready: the date, the amount, the merchant name as it appears on the transaction, and a short description of what happened.

• Digital assets are not legal tender, are not bank deposits, and are not covered by any government deposit insurance scheme. If the value of an asset falls, nothing restores it.
• Between sending crypto and its conversion to a spendable balance, you carry the market risk. A price move in that window changes what you end up with.
• Sending an unsupported asset, or sending a supported asset over a network we do not support for it, can cause permanent loss. Those transfers cannot be reversed by us or by anyone.
• Your card credentials are yours to protect. A transaction made with your card number, CVV, or account credentials can be authorized like any other. Do not share them, including with anyone claiming to be from SolCard.

Open Support on this site to start a chat with our team, or email support@solcard.cc.

Tell us what you were trying to do and what happened instead. If it concerns a specific transaction, include the date, amount, and merchant name. If it concerns a card that stopped working, say whether you froze it yourself.

For the binding terms of the service, see the Terms of Use. For how we handle personal data, see the Privacy Policy. For who we are, see About SolCard.