RedotPay Frequently Asked Questions (FAQ) | Get answers to all your common questions in one place

Frequently Asked Questions About RedotPay

We’ve compiled the questions we most frequently receive from readers about RedotPay, organized by category. We’ll answer even those questions you might be hesitant to ask as honestly as possible.

If you have a question not listed on this page, please submit it via the Contact Us form. We’ll respond to the best of our ability, and depending on the content, we may add your question to this page.

Questions About Accounts and Registration

Can I register from Japan?

Yes, residents of Japan can register. You can use a passport, driver’s license, or My Number Card as proof of identity. However, there may be periods when Japan is restricted as a shipping destination, so if you wish to receive a physical card, please check the latest information before applying.

What is the minimum age for registration?

Generally, you must be 18 years of age or older. Minors are not permitted to register on their own, even with the consent of a legal guardian.

How long does the KYC process take?

It can take as little as a few minutes, but typically takes 1–3 business days. The clarity of your documents and consistency in the spelling of your name and address affect the success rate.

What should I do if my KYC is rejected?

You will be notified of the reason for rejection via Sumsub. Please check the reason (e.g., expired documents, inconsistencies in information, blurry photos, etc.) and resubmit your documents. You may resubmit as many times as necessary.

Can I enter an invitation code later?

No. You can only enter it when creating your account. If you want to apply it later, you’ll need to re-register with a different email address.

Can I create multiple accounts?

As a general rule, one account per person is allowed. Creating multiple accounts violates our terms of service, and both accounts may be suspended.

What should I do if I change my device?

Install the app on your new device → Log in with the same email address and phone number → Enter the verification code → If you have 2FA enabled, authenticate to transfer your account.

Questions About Cards and Payments

Which should I choose: a virtual card or a physical card?

If you mainly make online payments, a virtual card is sufficient. If you need to make ATM withdrawals or in-person PIN payments, you’ll need a physical card. Having both—using two cards—offers the most flexibility.

Can I use a virtual card for in-store contactless payments?

If you add it to Apple Pay/Google Pay, you can make contactless payments via your smartphone. A virtual card alone cannot be used for physical contactless payments.

Can I use it with Apple Pay / Google Pay?

Yes, it is compatible with both. The setup instructions are summarized on the Apple Pay and Google Pay pages.

Can I use it at convenience stores in Japan?

It can be used at any merchant that supports Visa contactless payments. Major chains such as 7-Eleven, Lawson, and FamilyMart are supported.

Can I use it for subscription payments?

It can be used for major subscription services such as Netflix, Spotify, Adobe Creative Cloud, ChatGPT Plus, AWS, and GitHub.

Can I change my card number?

You can change your virtual card number by reissuing it through the app (a reissue fee applies). For physical cards, a new card must be mailed to you.

Can I change my card spending limits?

You can adjust your daily and monthly limits in the app under “Card → Limits.” In some cases, KYC2 is required to increase your limit.

Can I issue more than one card?

You can issue multiple virtual cards. Using different cards for different purposes (e.g., subscriptions, online shopping, travel) is a good security practice.

Questions About Fees

Are there any monthly or annual fees?

None. There are no costs just for holding the card. The fee structure is usage-based.

What is the issuance fee for virtual cards?

Approximately 10 USDT (may be waived during promotional campaigns).

What is the issuance fee for a physical card?

Approximately 100 USDT. Shipping is included.

What is the fee for ATM withdrawals while traveling abroad?

Approximately 3% for withdrawals in the same currency, and approximately 4.2% + 1.2% foreign exchange fee for withdrawals in local currency. In addition to this, the ATM operator’s own fees will be charged separately. Please expect a total of around 5–6%.

Is the USD-denominated service cheaper?

Yes. At USD-denominated merchants (such as Amazon.com), the transaction fee is about 1%, which is significantly lower than the approximately 2.2% charged for transactions in other currencies.

How is the exchange rate calculated?

A spread of RedotPay is applied to Visa’s official exchange rate. You can check the actual rate on the payment screen.

Questions About Deposits and Withdrawals

What is the minimum deposit amount?

For USDT TRC20, the guideline is 1 USDT. This varies by currency and blockchain, so be sure to check the deposit screen.

Which deposit chains are recommended?

TRC20, BEP20, and Polygon offer a good balance between fees and speed. It’s best to avoid ERC20 when gas fees are high.

Can I withdraw in fiat currency?

Withdrawals are generally processed via card (contactless payments or ATMs). We do not support direct bank transfers in Japanese yen.

What should I do if my deposit isn’t reflected?

This may be due to an incorrect chain, an amount below the minimum, or a pending transaction. Please check the “Recent Transactions” section in the app, and if you’re unsure, contact support with your TX ID.

Can I exchange one crypto asset for another?

You can exchange one stablecoin for another, or for BTC/ETH, within the app (as of May 2026). Fee rates may vary depending on the time of year.

Questions Regarding Issues

I lost my card

Please freeze the card immediately in the app and proceed with the reissuance process. Reissuing a physical card takes 2–4 weeks for delivery.

I sent funds to the wrong blockchain

As a general rule, this cannot be recovered. Please ensure both parties confirm the chain name matches before sending funds. Contact both Support and the sending exchange to discuss whether technical recovery is possible.

I’ve detected unauthorized use

Immediately freeze the card in the app and contact support. RedotPay will conduct an investigation.

I can’t log in to the app

Try resetting your password. If you have two-factor authentication (2FA) enabled, use your recovery code. If you get stuck, contact support.

Suddenly unable to make payments

Possible causes include temporary card suspension, exceeding your spending limit, a merchant-side issue, or use in a restricted country. Check your card status in the app, and if you’re unsure, contact support.

Questions Regarding Security and Regulations

How do you handle regulatory compliance?

RedotPay has adopted Sumsub to comply with KYC and AML regulations and has established a framework to ensure compliance with the laws and regulations of each country.

Is the storage of crypto assets secure?

We use a system that combines on-chain storage with cold wallets. The risk of price fluctuations in the crypto assets themselves remains with the user.

What happens if RedotPay goes bankrupt?

Crypto assets are not covered by deposit insurance. Your balance may be lost. We recommend that you do not leave large amounts deposited for long periods and instead keep only the necessary amount in your card balance.

Does it comply with Japanese law?

Since RedotPay is an overseas service, it complies with the laws of its operational bases (primarily Hong Kong and Singapore). Japanese residents must ensure their own compliance with applicable laws and regulations (including tax reporting) when using the service.

Is personal information handled securely?

Operations via the Sumsub platform comply with international personal information protection regulations, including the GDPR.

Questions About Support and the Community

Is Japanese support available?

At this time, support is primarily in English. Japanese-speaking users may gather in community channels (such as Telegram). We also answer general questions on this website.

Can businesses use this service?

Plans for businesses are limited. For full-scale business use, separate consideration is required.

Is there a referral program?

Yes. Please check the Referral Program page for details.

Can I cancel my subscription?

You can cancel your subscription through the app. You must withdraw any remaining balance beforehand.

How do I contact support?

You can contact us via in-app chat support, email (the support address is listed in the app’s FAQ), or the contact form in the Help Center.

Other Questions

Where can I get an invitation code?

The surest way is to get one directly from a friend or acquaintance who is already registered. Many people also share them on social media, YouTube, note, and other platforms.

When will I receive my bonus?

Bonuses are typically awarded after you pass KYC verification and make your first deposit or payment. Details depend on the terms of each campaign.

Does the bonus amount for the referral code vary?

Yes, it varies depending on the time of year. It usually ranges from the equivalent of 3 to 10 USD.

Can I choose the design of the physical card?

As of May 2026, only the standard design is available. Color variations and collaboration designs may be added in the future.

Can I hold multiple crypto assets at the same time?

Yes, you can hold multiple currencies simultaneously within the wallet. You’ll select which currency to use at the time of payment.

What makes the Solana Card different?

It is a card for the Solana ecosystem released in February 2026. It is designed to be optimized for using assets on Solana directly for payments.

Summary

If the questions listed here do not resolve your concerns, please contact us via the Contact Us page. We will respond to the best of our ability.

For the latest and most accurate information regarding the use of RedotPay, please also check the operator’s Help Center (helpcenter.redotpay.com).