Transaction Issues
Tevau Service
Last Update há 5 meses
A: You need to activate the password-free payment function first.
Activation method: Complete a transaction on the POS machine by entering the password to automatically activate it;
A: For specific usage scenarios, please refer to:
A: Regarding 3DS authorization, you can follow the steps below:
1. Open the APP; 2. The APP will automatically pop up the 3DS frame, click Approve;
A：If your card is not frozen or temporarily locked but you’re experiencing issues when making payments on a merchant’s platform, the transaction record may not appear in the Tevau app. This could be due to risk control measures on the merchant’s side.
Additionally, if your card is in normal status, it is recommended that you try using your card at another merchant.A：If the order has been confirmed for a refund, it will be automatically returned to the card after the card organization receives the refund notice and completes the settlement. The estimated time is 30-60 days.
A：
- User initiates refund to merchant
- Merchant refund
- Card organization receives a refund notification from the merchant for settlement, and completes the settlement
- User receives a refund
A：It is not recommended to transfer money from third-party platforms to the card. If the transfer from PayPal to Tevau has been completed.
After the card organization receives the notification and completes the settlement, the account will be automatically credited. It is expected to be within 30 days.A：Please log in to the merchant's platform or contact the merchant's customer service to cancel the subscription.
Since subscriptions are an authorization relationship established between users and merchants, Tevau cannot directly help cancel subscriptions.Try not to enable automatic subscription function, otherwise it is easy to have too many failed orders, which triggers risk control.A：
Tevau encourages users to maintain good card usage habits to minimize the occurrence of declined transactions and avoid triggering transaction risk controls. Before making a transaction, we recommend performing the following checks.- Ensure the card status is normal: Before making a transaction, check the card status to confirm it is not frozen and has sufficient balance (applicable to physical cards).
- Check the balance of virtual and physical cards: Tevau app homepage > View card balance. [Regularly check your card account balance to ensure sufficient funds before transactions.]
- Check the freeze status of virtual and physical cards: Tevau app homepage > Manage > Freeze.
- Conduct transactions with merchants that accept Tevau cards, subject to the merchant's policies.
A：Different website platforms have different risk controls for card payments. If your payment is rejected, it means that the platform/your account does not support the use of Tevau cards to recharge game coins. It is recommended to use other payment methods.
A：This situation is usually caused by exchange rate fluctuations during settlement.
- Payment will be deducted based on the amount and exchange rate at that time.
- During settlement, if the exchange rate changes, there may be a certain difference. This difference will be automatically aligned, so you will see an additional deduction or refund record.
A：
- Check the merchant details on the transaction page to confirm if it’s an automatic subscription payment, and verify it by logging into the merchant’s platform.
- Check if you previously signed up for a free trial or service. If so, log in to the merchant account and remove your card before the next billing cycle.
- Confirm whether you’ve shared your card details (card number, expiry date, CVV) with others (e.g., family or friends). If yes, check with them to see if they initiated the transaction.
- Contact the merchant to clarify the reason for the charge. If necessary, you can request a refund.
A：Tevau encourages users to use the card safely. It is not recommended that users disclose important card information such as card number, expiration date and CVV to anyone, or fill in the card information on an unsafe website. Once the card is stolen, Tevau recommends that users take the following measures:
- Freeze the card: Immediately log in to the Tevau app to freeze the card. The operation path is: Tevau app-Management-Freeze Card. Warm reminder, it is recommended to unbind the card and cancel the subscription on the merchant side before freezing to avoid multiple failed transactions that trigger transaction risk control.
- Check the transaction record: Confirm which transactions are not operated by yourself, and check the merchant name on the transaction details page.
- Contact the merchant for a refund: According to the merchant name displayed on the transaction page, contact the merchant to explain the situation and apply for a refund.
A：If your card information has been compromised , or the refund has been delayed for an extended period, you can contact TevauPay Customer Support to request assistance in initiating a transaction dispute (Chargeback).
We will assist in filing a complaint with the card organization (Visa) .
Please Note:
- Whether the appeal is successful is determined by the audit result of the card organization ;
- If the appeal is successful, the card organization will charge a 50 USD appeal processing fee ;
- The appeal dispute resolution process usually takes about 3-6 months (90-180 days);
- Tevau login email:
- Tevau transaction order number that needs to be appealed:
- Transaction record screenshots, communication records with merchants, and related vouchers
- A brief explanation of your dispute (e.g., refund not received after a long time).
If additional information or documents are required during the process, we will contact you promptly.