Can’t add a payment method

To trade on the P2P platform, users can add various payment methods such as bank transfers, mobile wallets, and local payment systems. However, adding a payment method is only available after completing full KYC verification.

This article explains the most common reasons why a payment method cannot be added and how to resolve these issues.

Possible Causes

1. KYC Not Completed or Not Approved

Adding a payment method is restricted until KYC verification is finished and approved.

Check your Profile to confirm whether all verification steps are complete.

2. Desired Payment Method Not Added Yet

If you don’t see your payment method in the list, it may simply not have been added yet.

Submit a support request on the Support page with details about the payment method (bank or wallet) and example requisites for internal transfers.

3. Name Mismatch with KYC Profile

The payment method must belong to the same person whose identity was verified.

This includes:

• Bank or payment accounts belonging to a spouse or family member
• Business accounts
• E-wallets or mobile wallets registered under a different name

Any mismatch will prevent the method from being added.

4. Unsupported Format or Incorrect Details

Issues may occur due to:

• Typos in the account number
• Missing required fields

Double-check all information before submitting the form.

5. Account Suspension or Restrictions

If your account is temporarily suspended or blocked, all payment-related actions are disabled.

You must restore account access before adding a new payment method.

What to Do (Troubleshooting Checklist)

• Complete and confirm your KYC verification.
• Ensure the name on your payment method matches your verified name exactly.
• Check if this payment method is already in your saved list.
• Re-enter the details carefully to rule out typos or formatting errors.
• Try adding a different payment method to see if the issue is provider-specific.
• Refresh the page or try again later in case of a temporary system issue.

Security & Compliance Notes

• Only add payment methods that belong to you personally.
• Never use third-party or shared accounts.
• Ensure all payment details are accurate to avoid delays or disputes in future trades.
• Using someone else’s payment method may result in order cancellation or account restrictions.

When to Contact Support

Contact Support if:

• You want to add a new payment method.
• You meet all requirements but still cannot add a payment method.
• You suspect a technical issue or an account-specific restriction.

When reaching out, include:

• A short description of the issue
• The payment method type you attempted to add
• A screenshot of the error message (if any)