Always include in your ticket

• Transaction ID
• Last 4 digits of the card
• User ID (if applicable)
• Any available evidence or error logs

Platform & Account queries

Email platform@rain.xyz for card tier upgrades, programme questions, and billing.

• Refund pending for more than 30 business days
• KYC / KYB application stuck for more than 48 hours
• User reports an unauthorized transaction
• You need to block a suspicious merchant

Tag @RainSupport in Slack with Transaction ID and any supporting details.

Check the declinedReason field in the webhook response.

Other defaults to know

• ATM withdrawals are disabled by default (enabled per programme)
• Quasi-cash and certain money-transfer MCCs are restricted by default
• Failed 3DS verification can cause a decline
• AVS mismatches can contribute to a decline

If a user can't add their card to a mobile wallet:

• Ask them to try adding a different card first to confirm if it's a wallet-specific issue
• Phone from a different country than the card
• Phone flagged as high-risk by Apple / Google
• User hit the rate limit — multiple card additions attempted recently

If a user cannot add their card to a specific merchant:

• Suggest using a Puerto Rico zip code during checkout
• If the issue persists, tag @RainSupport in Slack with the Transaction ID

1. Tag @RainSupport in Slack to cancel the user's current card
2. Advise the user to request a new card with the correct shipping address

Facebook Ads: Generally no restrictions. If a transaction is declined, check the declinedReason in the webhook logs.

International platforms: No special restrictions enforced. Declines are most likely triggered by fraud rules or blocked MCC categories.

Refunds may take up to 30 business days after the merchant issues them to reflect in the user's account.

Reversed transactions can take up to 30 days to appear in the user's account.

If over 30 days with no update, tag @RainSupport with the Transaction ID.

• A transaction pending for over 10 days is likely to fail
• Refunds can take an additional 30 business days after the 10-day period to reflect
• Rain typically waits before clearing the authorization from the balance

Include in the dispute request

• Transaction ID
• Transaction Date
• Dispute Reason
• Supporting Evidence (screenshots or PDFs)

When a dispute is accepted, Rain automatically credits the account.

You will receive two webhooks: dispute.chargebackCreated and transaction.completed.

The chargeback transaction appears as a negative amount (credit) in transaction history.

Automatic resolution

If a merchant issues a refund while a dispute is active, Rain automatically resolves it with status resolvedByMerchant — no action needed.

Evidence requests

If Rain needs more documentation, you'll receive a dispute.evidenceRequested webhook. Check the message field for what is needed and prompt the cardholder to submit it.

These are the automatic fraud controls Rain enforces. Communicate these to cardholders who hit unexpected declines.

The following categories are automatically declined for all transactions and cannot be overridden:

• Explosives, Small Arms & Weapons
• Wire Transfers & Money Orders
• Drug Stores, Pawn Shops, Antique Shops
• Direct Marketing (Insurance, Travel, Catalog, Telemarketing, Other)
• Stamp & Coin Stores, Cigar Stores
• Manual & Automated Cash Disbursements, Quasi Cash
• Securities Brokers, Money Transfer & MoneyFlow MCCs
• Escort & Dating Services, Massage Parlors
• Debt Collection, Gambling & Lotteries (all types)
• Political Organizations, Religious Organizations
• Bail & Bond Payments, Government Loan Payments
• International Affairs / Embassies

Static blocklist (always blocked)

Includes: MoonPay, Wise, Skrill, Neteller, eToro, Roobet, Yandex, ZaloPay, Fortnite, PUBG Mobile, and others.

Dynamic blocklist

Changes continuously based on:

• Proactive monitoring of suspicious activity (rolling 24-hour windows)
• High dispute or fraud rates at a merchant
• Tenant requests to block a specific merchant

When a dynamic block causes a decline, the declinedReason will show blocked merchant or blocked entity.