KuCard Usage FAQ

1. How do I activate my cards?  

After approval, your virtual card is immediately ready for online purchases. To check the details or activate your physical card, simply log into the KuCard portal or KuCoin app. 

2. Can I own multiple cards? 

Users can apply for multiple KuCards. For more information, please visit here 

 

3. What if my card was stolen or lost?  

If your card is lost or stolen, immediately freeze the card in the app or web and report it by contacting our customer service. We will issue a replacement. 

 

4. Where can I find my KuCard PIN?  

You can access the PIN in the app or the KuCard portal. Ensure you are in a private and secure space when viewing it. 

 

 

5. How can I change my 3DS password? 

You may change your 3DS in the app or KuCard Portal.

6. How do I freeze my card?  

You can lock your card in the app or KuCard portal.  

 

7. Can I use KuCard to withdraw cash from an ATM? 

You can use the KuCard to withdraw cash from an ATM, and a fee will apply 

 

8. Why isn't the contactless feature of my KuCard working? 

If you notice the contactless feature of your KuCard is not working, there could be several reasons: 

• Terminal Compatibility: Some card terminals might not support contactless payments. Ensure the terminal is contactless enabled. 
• First Use Protocol: For your first contactless transaction, use your card’s chip and PIN. This step activates the contactless function. 
• Contactless Limit: If you haven’t entered your PIN after several contactless transactions, you may have reached the contactless limit. Entering your PIN during a transaction will reset this limit, allowing for contactless payments again. 
• Card Damage: If you suspect that your card is damaged and affecting its functionality, please deactivate it and request a new KuCard through our customer support.  

 

9. Will my KuCard be suspended if my KuCoin account is suspended? 

Your KuCard will be frozen since your KuCoin account is suspended. 

 

10. How do I terminate my cards? 

You can navigate to my card page and choose the card you want to terminate. Please make sure you select the correct card if you want to order a new physical card. 

[Slide left to view more options] > [Terminate] > [Choose a reason] > [Confirm] > [Order a new card]  

 

If you haven’t received your physical card for some reason, you can use this function to order a new physical card and upgrade the delivery method to Express Delivery.