This guide helps you resolve common issues during the Gnosis Pay Card ordering process, including problems with KYC, shipping address, ENS name, or payment failures.
Running into a problem while ordering your Gnosis Pay Card? This guide provides solutions to the most common issues users face during onboarding.
Select the issue that matches your experience to find the recommended fix.
🔍 KYC Issues
Issue: My KYC has been “Pending” for a long time
Why it happens: Your application may have been flagged for manual review
What to do:
🔗 What to Expect During Manual KYC Review
📦 Address & ENS Name Issues
Issue: My shipping address is incorrect on the review screen
Why it happens: The address is auto-filled from your KYC documents
What to do:
You have 24 hours after payment to request a change
🔗 How to Change Your Shipping Address Before Card Dispatch
Issue: My ENS name is not appearing
Why it happens: You likely haven’t set a Primary ENS Name (Reverse Record)
What to do:
🔗 Understanding ENS and How to Add or Change It During Signup
💳 Payment Issues
Before troubleshooting, make sure:
✅ You have 30.23 EURe and a small amount of $xDai
✅ Your wallet is connected to Gnosis Chain
Issue: My payment transaction keeps failing
Why it happens: Some wallets may be incompatible or slow to respond
What to do: Try again using MetaMask or another well-supported wallet
Issue: My payment failed after moving funds via a bridge
Why it happens: Bridged funds may not be fully settled on Gnosis Chain yet
What to do:
Use Gnosis Scan to check if your bridge transaction is confirmed
Wait for final confirmation before attempting payment again
📬 When to Contact Support
If none of the steps above resolve your issue:
Please include:
Your email address used to sign up
A description of your issue
For payment issues: Your wallet address and transaction hash (TxID)