Q: Why hasn't my physical card been shipped yet?
A:
Please check if the card was frozen or reported lost during production. If the card status is abnormal, production may be paused. If this is the case, we kindly ask you to resolve the issues, and once the card status is restored, production will continue.
Please review if you've received any notifications about an issue with your shipping address in your system notifications or emails. If there’s a notification, we recommend updating your address on the Card page in the RedotPay app. Kindly ensure the address is complete and accurate (including street name and house number) to prevent any shipping delays.
Physical card production typically takes 10-15 days. Please be patient, as delays may occur due to public holidays.
Q: Can I modify my shipping address if my physical card hasn't been shipped yet?
A: If your card is still in production, you may be able to modify your shipping address:
Go to the Card page in the RedotPay app and check for a "Update" button.
If the "Update" button is available, kindly click it and submit your new shipping address.
If there is no "Update" button, the shipping address cannot be modified for the current card.
Q: I received a notification about an address issue. What should I do?
A: Please go to the Card page in the RedotPay app and submit a complete and accurate shipping address promptly to ensure timely delivery.
Q: My package shows as returned. What should I do?
A: We recommend contacting your local post office to inquire about the situation.
Q: I haven't received my package in a long time. What should I do?
A: Delivery usually takes 5-30 days, but delays can occur due to customs inspections or other factors. You can check the logistics information on the 17track website.
If there is no update for a while, please don't hesitate to contact your local post office for more information.