1.Card not delivered after long time Once physical cards are available, please wait patiently for it to be delivered, as there might be a delay due to high demand and local mail delivery efficiency. Depending on your country of residence, usually it takes around 7 to 45 days, and if you haven’t got the card after 45 days, your card might be lost in the delivery process. Please log in to your Gate account and navigate to Gate Card section. You will find the option of "Resend" if your physical Gate Card hasn't been activated for over 45 days after physical card approval. Please confirm your mail address and contact our customer service at support@gate.com.
2.The card is frozen or blocked If your card gets frozen or blocked, this is probably due to entering incorrect PIN several times. In case you forgot your PIN, you can easily change your PIN in the Gate Card app. If you do need any assistance, please contact our support team at support@gate.com. They will guide you through the process of resetting your PIN securely.
3.Not enough card balance If you see that your balance on your card has a negative value (for example -$2.00), please make sure to deposit your card. Leaving your card with a negative balance will risk having your card getting permanently blocked.
Gate Card balance is directly linked to your Gate Pay App payment account. Please ensure that sufficient funds are available in your payment account. Funds may be transferred directly from your exchange funding account.
4.Missing refund/deposit/ATM withdrawal If you have not received a purchase refund, please allow 3-5 banking days. If not received by then, please contact our customer support service.
If you have top up funds to your Gate Card account and are it's not showing as balance in your Card page, please send us proof of transaction to our customer support service at support@gate.com and we will check your issue as soon as possible.
If you are missing an ATM withdrawal, please send us proof of transaction to our customer support service and we will check your issue as soon as possible.
5.Card is lost or stolen If you are sure that your Gate card is lost, stolen, or if you happen to have misplaced your Gate card, don’t worry. You can temporarily freeze it until you locate it. To do so, please see the guide here .
If you come across any unauthorized transactions linked to your Gate card, we highly recommend taking immediate action by freezing the card. However, if your card is truly lost or stolen, please contact our customer service team at support@gate.com to arrange re-issuing a new card.
