Help Center
Full-process guidance from card opening to usage, plus self-service paths for 90% of frequent questions. One of RDVCC Virtual Card's design principles is "solve problems by self-service wherever possible" — the documentation is written in exhaustive detail, so support can save its time for genuinely complex cases.
If you are in a hurry, go straight to "quick diagnosis": payment declined / USDT not credited / card opening failed / account closure / KYC not passed — all 5 frequent problems have direct entries. If you want to learn systematically, start with the tutorial entries under "topic groups".
Quick Diagnosis
For the 5 frequent problems: "which articles to read first + how to self-serve". If the targeted reading does not solve it, then contact support.
▸ My payment was declined
Check which platform you were paying: for ChatGPT see "ChatGPT Plus decline troubleshooting", for Facebook ads see "the declined FB ad account guide", for general cases see "payment failure troubleshooting". 90% of declines come from BIN range mismatch, 3DS verification failure, or IP region inconsistency — all three have standard fixes.
▸ USDT top-up not credited
First check on a blockchain explorer whether the txid is confirmed (TRC20 6 confirmations, ERC20 12). If confirmed on-chain but not credited to the account, it is usually a reused top-up address or the wrong network (TRC20 USDT sent to an ERC20 address is lost). See the "failure handling" section of the USDT top-up tutorial.
▸ Card not issued / card opening failed
Card opening is asynchronous issuance — usually credited within minutes, but occasionally 30 minutes to 2 hours. If more than 2 hours pass without the card, first check that your account balance covers the 1 USDT card opening fee, then check whether the upstream issuer is under maintenance (shown on the status page). Unexplained failures require contacting support.
▸ I want to close my account
First close each card individually at /account/cards — the balance returns to your account automatically. Then submit an account closure ticket at /account/profile (account-level closure takes 3 business days). Note: KYC records are retained for 5 years as required by law.
▸ KYC review not passed
Common causes: blurry ID photo / inconsistent details / abnormal IP region. When resubmitting, make sure the photo is clear, the information is consistent, and the IP is from mainland China. RDVCC KYC re-review usually completes within 24 hours.
Topic Group Navigation
Find the right entry by topic. The 4 groups below cover essentially everything; if you still cannot find an answer, contact support.
Getting Started
First time with virtual cards? Start here — the concept, 4-step card opening, USDT top-up
Usage Issues
Pitfall troubleshooting and solutions for common usage scenarios
Pricing & Products
Understand pricing, card type differences, scenario recommendations
Compliance & Security
KYC, privacy, anti-money-laundering policies and platform security notes
Self-Service Not Enough? Contact Support
RDVCC Virtual Card support is staffed by media buyers / sellers with hands-on cross-border payment experience — they understand scenarios rather than just reading FAQs. Three channels are available, with different response times:
Recommended channel. Automated ticketing system, first response within 2 hours. For complex issues (account freeze appeals, compliance questions), please use email.
During working hours (Beijing time 9:00 - 23:00), usually responds in 5-15 minutes. Good for quick questions and peer discussion.
After logging in, submit a ticket at /account/profile. It is bound to your account's verified identity — best for issues involving account operations.