We sincerely apologize for the recent disruptions you may have experienced with your Utorg card payments. We know how frustrating it is when your card doesn’t work as expected, and we are working tirelessly to fix this once and for all.
What is happening?
Our current card payments provider has been facing external challenges. To minimize service interruptions, we are migrating to a new processing partner to restore and maintain long-term stability. Our engineering team expects to complete the new system integration within 3-7 days. We will keep you updated every step of the way. Please check your email for more details.
First things first: Your funds are 100% safe and remain under your control.
As of now, your card remains operational. However, due to the external issues mentioned above, you may still experience occasional instability during this transition. To ensure the best possible performance right now, our current provider has introduced a temporary limit of €800 per single transaction. We are already working closely with them to lift this restriction as quickly as possible.
How we are fixing it
To ensure the high level of reliability you expect from Utorg, we are moving our card program to a new, more robust payment infrastructure.
Status: Contracts with the new provider are already finalized.
Progress: Our engineering team is currently working on the technical integration.
Notification: We will notify you immediately via push and email as soon as the transition is complete.
Are my funds safe?
Yes, 100%. Your assets remain safe and under your control.
While your main Utorg wallet is non-custodial (your keys, your crypto), the card balance is a "bridge" for payments.
These infrastructure issues only affect the bridge’s ability to process transactions, not the funds themselves.
Your options
We are moving as fast as we can, but if you need access to your funds immediately and don't want to wait for the migration to finish, you have a simple option: Contact our support team via chat to initiate the Refund. Your funds will be converted back to crypto and sent to your secure Utorg wallet.
Please note, that the refund processing may take up to 24 hours, depending on the time and day of your request.
We’re on it
Thank you for your patience and for being a valued member of the Utorg community. We are building a better, more stable system for you as we speak.
If you have any further questions, please reach out to our Support team directly via the Utorg App.