I paid with my card but my tokens or USDC didn't show up

Last updated: September 21, 2026

You paid with your card to buy a token or stablecoin (like USDC) in an app, the charge appears on your card, but the balance isn't there. Don't worry: in almost every case one of these three things happened, and each one has a quick check.

1. The payment went through and the tokens are in the app

Crossmint handles the card payment. The tokens are delivered on chain, within seconds, to your wallet inside the app you bought them in. Nothing is sent to crossmint.com.

  • Open that app and sign in with the same account you used when you bought. A different login (another email, Apple instead of Google, a second account) shows a different, empty wallet.
  • Look at the wallet, portfolio or balance screen for that specific token. Newly launched tokens can take a moment to appear, and some apps list tokens they don't recognise under a separate "unknown" or "hidden" section.
  • Check your inbox (and spam) for the Crossmint receipt. It confirms the order completed and shows the amount, the token and the wallet it was sent to.

Tokens delivered but the balance in the app still looks wrong? Contact the support team of the app you bought in. Anything that happens after delivery (trades, transfers, price changes, a wallet that doesn't load) happens inside the app: their support team can see your in-app account and wallet, Crossmint cannot. Crossmint only sees the card payment.

2. The payment didn't go through, and what you see is a temporary hold

If the payment was declined or cancelled, no money was taken and no tokens were sent. Your bank may still show the amount as "pending": this is an authorization hold placed by your bank, not a charge.

Please allow up to 10 business days for your bank to remove it. The hold is released by your bank, on its own schedule (most release it within 3–10 business days). Crossmint cannot remove it, cancel it or speed it up: there is no captured payment on our side to refund. If the hold is still there after 10 business days, contact your bank; if your bank needs it, we can confirm in writing that nothing was captured.

Tip: a hold and a real charge look alike in most banking apps. A real charge is marked "completed" or "posted" and you'll have a Crossmint receipt for it; a hold has no receipt.

3. The charge isn't yours

If you don't recognise the purchase at all, or someone else used your card (often a family member on a shared device with Apple Pay or a stored card), don't wait for tokens. See I see a charge from "CROSSMINT*" that I do not recognize.

  1. Contact your bank or card issuer first. Report the charge as unauthorized and ask them to open a dispute (chargeback) and block the card. Card payments on Crossmint are verified with your bank through 3D Secure at checkout, and your bank can see that verification when it reviews your dispute. Your bank owns the investigation and any refund.
  2. Remove the card from Apple Pay or Google Pay on any shared device, and ask the app where the purchase was made to close the account involved.
  3. Report it to us using the form below, with all the details listed there. We'll confirm whether the charges came through Crossmint, review the account that made the purchases, and keep the transaction records available for your bank or the police. Your bank's dispute is the process that returns the money; Crossmint cannot reverse a payment for tokens that were already delivered.

Still can't find it? Contact us

Submit a support ticket here. Please send everything you have in your first message. Crossmint processes payments for many apps, and we can only locate your payment from the details you give us: an incomplete report means we have to write back and ask, which delays your case by days. Include:

  • Your Crossmint receipt email(s) (forward them or attach screenshots), including the order ID shown on each one.
  • A screenshot of every charge from your bank or card app showing the exact date and time, amount and currency, and the statement description exactly as it appears (for example CROSSMINT* 1234). List all charges you are asking about, not just one.
  • The app or website you bought in, the account (email or username) you used there, and a screenshot of that app's wallet or balance screen, including the wallet address if the app shows one.
  • The last 4 digits of the card and whether you paid with Apple Pay or Google Pay (their receipts show a different card number than your physical card; that's normal).
  • What happened, in your own words: what you bought, what you expected to see, what you see instead, and any error message.
  • If the charge isn't yours: whether anyone in your household could have used the card or device, and the dispute reference from your bank if you already opened one.

Please never send your full card number, security code, passwords, one-time codes, private keys or recovery phrase. Everything else that could help the investigation is welcome.

With complete details we'll confirm whether the payment completed and where the tokens were delivered, or confirm in writing that nothing was captured.