This article helps you understand why a purchase of GNO (cashback currency) might fail and what to do to resolve it.

## Before You Start

-   Deposits: The money you send to the card automatically goes into the digital dollar balance ($USD). You need to use this balance to buy GNO to activate or increase cashback.
-   GNO in the Multicurrency wallet does not count for cashback.

## Common Reasons for Failure

1.  **Balance in the Wrong Place**  
    – Attempting to buy GNO in the app without a balance on the card ($USD)
2.  **Insufficient Balance**  
    – The purchase amount + fees (if any) exceeds your available balance.
3.  **Network/Temporary Instability**  
    – Demand spikes can delay or cancel orders.
4.  **Outdated App Version**  
    – Older versions may have errors during the purchase.

## How to Resolve

1.  **Confirm Where You Are Buying GNO**  
    – **To activate cashback:** the purchase uses **card balance ($USD)**.
2.  **Check Your Correct Balance**  
    – Open **Picnic Card** and check the **available $USD balance**.
3.  **Try Again Later**  
    – Go to **Cashback → Activate/Increase → Buy GNO**.
4.  **Update the App**  
    – Download the latest version and repeat the operation.
5.  **Wait**  
    – In case of network instability, wait a few minutes and check the transaction history.

## Still Not Working?

Contact support through the app or browser and send:

-   **Date and time** of the attempt.
-   **Amount** and **screenshots** of the error (if any) and the **available balance**.  
    

\* This information is about the cashback program existing until January 31, 2026.

[Check the cashback balance](https://help.usepicnic.com/hc/picnic/articles/consultar-o-saldo-do-cashback)

[General cashback rules for the Picnic card](https://help.usepicnic.com/hc/pt-br/articles/46190082553107)