Les questions les plus fréquemment posées par les utilisateurs de Tevau (d'après l'année écoulée)

If you’re using Tevau for the first time—or even if you’ve been using it for months—some questions come up again and again. Over the past year, our support team has seen a clear pattern in what users need help with most: account control, KYC issues, country availability, refunds, card declines, and security concerns. This guide summarizes the most frequent support questions and gives you clear answers, so you can solve issues faster without waiting in the queue.

Can I close my Tevau account?

At the moment, you can close or stop using the card, but the Tevau account itself usually cannot be fully closed through standard self-service. If you want to stop using Tevau, the practical solution is to stop funding the card and keep the account inactive. If you need special handling for account-related issues, it’s best to contact the official app support channel.

I withdrew from a trading platform/broker to my Tevau card but the money hasn’t arrived

We strongly recommend not using Tevau card details as a withdrawal destination for trading platforms, brokers, or similar services. These withdrawals often go through extra checks and can take much longer than normal card transactions. In many cases, delays happen because the merchant or platform runs compliance verification before releasing funds. If you’ve already initiated the withdrawal, you may need to wait for their review cycle, and if the delay becomes unusual, contact the trading platform first, then contact Tevau app support with the transaction details.

My KYC keeps failing—what should I do?

KYC failure can happen for technical reasons or eligibility reasons. First, try the quick fixes: update your app, restart your phone, switch to a stable network, and ensure your camera permissions are enabled. Also check lighting and image clarity when scanning documents. If the issue continues after troubleshooting, there may be a qualification or verification mismatch, and you should contact official Tevau app support for review.

I can’t find my country during registration or card shipping address

If your country does not appear in the registration or card delivery dropdown, it usually means Tevau card service is not currently supported for that country. The availability list can change over time based on partner and compliance coverage. The best way to confirm is to check the country list during the card ordering step. If your country isn’t listed there, physical delivery isn’t available at the moment.

Will Tevau expose my ID to my local government?

In normal circumstances, your personal data is not shared casually. However, like most regulated financial services, Tevau and its partners may be required to cooperate with legal investigations in serious cases such as AML-related reviews. If privacy is a major concern for you, you should treat crypto cards like modern fintech services, meaning they operate within compliance frameworks.

I canceled a payment but still haven’t received the refunded amount

Card refunds are not always instant. Even after you cancel a payment, the refund process depends on merchant settlement and card network timelines. In many cases, refunds can take up to 30 days or more to complete, especially for hotels, deposits, subscriptions, or high-risk merchants. If your refund is still pending, monitor your transaction history and wait for the processing window. If it exceeds the expected timeframe, contact support with the transaction record.

I can’t log in to my account

If you’re unable to log in, first confirm your username and password are correct. If you forgot your password, use the one-time code sent to your email when available. If login still fails, it may be due to account security restrictions or suspicious activity flags. In that case, contact the official Tevau app support team or email support with your account details. The official support email you provided is service@tevau.io.

Can the card be delivered to my country?

The fastest way to confirm delivery eligibility is to check if your country appears in the card ordering dropdown. If your country isn’t selectable during ordering, delivery is not available at the moment.

I received an email from xxx@tevau.info — is it official?

Be cautious. If the email domain is not an official Tevau domain, treat it as suspicious. Avoid clicking links or entering credentials. For safety, only trust official channels and domains you recognize as legitimate, and always verify announcements from official sources before taking action.

I don’t have USDT—can I top up from my local bank account?

Currently, Tevau top-ups typically require crypto funding such as USDT. Direct bank transfer top-up is not available in this flow. If you don’t have USDT, you would need to acquire it through a supported exchange or crypto service before transferring into Tevau.

How much is the physical card? Is there a discount?

Physical card pricing can vary by campaign, but based on your support reference, the physical card is around $100. Seasonal discounts may appear during promotions, so the best way is to follow Tevau-related campaign announcements and your Tevau.co updates.

Is there a decline fee?

Yes, a decline fee may apply depending on the transaction and merchant attempt. To reduce decline risk, ensure your balance is sufficient, avoid high-risk merchants, and confirm your card settings and usage method are correct. Refer decline fee here

I want to join the affiliate program—how do I proceed?

To join, start by signing up on Tevau.co and then contact our WhatsApp support with your account email. Your team can guide the next steps based on your campaign structure.

What’s the difference between the Metal Card and Plastic Card?

The Metal Card and Plastic Card are designed for different user types, typically with differences in design and benefit tiers. For the most accurate and updated comparison, refer to your official comparison content on Tevau.co and keep the page updated when promotions change.

Why are all my transactions declining?

Most declines come from one of these reasons: insufficient balance, merchant not supported, merchant risk rules triggered, incorrect payment method, or regional restrictions. First check your available card balance. If your balance is sufficient, try a different merchant and avoid categories known for higher decline rates. If repeated declines continue across multiple merchants, contact app support to check if your account has risk restrictions.

If I lost my card, can I request a replacement?

Based on your support policy, replacements are not provided as a free reissue. If you lose your card, you would need to purchase a new one.

What is the total delivery time?

Delivery depends on your country and logistics. As a general expectation, the full process may take at least 7–14 working days, but delays can happen due to customs, address verification, or peak periods.

Can I withdraw cash in my country?

Yes, as long as you find an ATM that supports the Visa network, you can withdraw cash using the Tevau card. Make sure you enter the correct card PIN and stay within your card’s withdrawal limits.

Final tip to reduce support delays

If you contact support, include these details upfront: your country, the step you’re stuck at (registration, KYC, card order, delivery, payment), and a screenshot of the error or dropdown list. This speeds up resolution significantly.