Balances, Transactions & Refunds

How to move your card balance to your Picnic wallet (Portfolio)

This article explains how to move the balance held on your Picnic Card to your Picnic wallet (Portfolio / Multi-currency). This is the normal, free path for when you want to use your card money to convert it into other cryptocurrencies, invest it, or withdraw it to your bank account. ⚠️ Available only on Picnic Pro (the web version, at usepicnic.com). The Picnic mobile app (iOS/Android) does not have this feature yet — do this from your browser. Card balance vs. Picnic wallet — two separate balances Your account has two separate balances: - Card balance — used only to pay with the Picnic Card. It is always held in digital dollars (USDC). - Picnic wallet (Portfolio / Multi-currency) — where you convert between cryptocurrencies, invest, and withdraw to a bank. To use your card money for anything other than card purchases, first bring that balance into the Portfolio using the steps below. When to use this Use this guide when you have a card balance and want to: - Convert it to another crypto (e.g. BTC, ETH); - Invest it or earn yield on Picnic; - Withdraw it to a bank account (Pix or ACH) or send it to another wallet. Step by step 1. Open Picnic Pro in your browser at usepicnic.com and log in (this flow is not available in the mobile app). 2. Open the Card screen and tap Withdraw. 3. On the question “Where do you want to send your card balance?”, choose Portfolio (“Send USDC to your portfolio balance”). 4. Enter the amount you want to transfer (or use the maximum available). 5. Confirm with “Withdraw to account”. Direct shortcut (you must be logged in to Picnic Pro): https://usepicnic.com/app/card/withdraw/select-method What happens next - The amount is transferred as USDC to your Picnic wallet (Portfolio). - Blockchain processing takes about 3 minutes (up to 5). - During this time your card is temporarily blocked — this is normal and clears automatically once it finishes. - It is free: there is no fee for this transfer. While it confirms, the operation may show as “Initiated” or “Processing”. That is the expected status — just wait those few minutes. Once done, the balance appears in your Portfolio and is available, including on the Convert screen. Don’t confuse this with “tokens stuck on the card” There is also a Recover card assets tool (usepicnic.com/app/card/safe-assets). That one is only for rescuing card-incompatible tokens that were sent to the card wallet by mistake. To move your normal card balance (in dollars/USDC), always use the Card → Withdraw → Portfolio path described above. If it doesn’t work If the balance does not appear in your Portfolio after 5 minutes, open a support ticket with: - Your Picnic account email; - The requested amount; - The approximate date/time of the request. How can I send money to Picnic How to withdraw “stuck” tokens from the card (Gnosis Pay Safe)

How Long Does It Take for the Card Balance to Be Available?

Deposits via PIX to the card balance usually appear within minutes, but they may take some time to be available for card purchases. Typical Timeframes - Normal: balance available for card purchases between 3 to 5 minutes after the balance is updated. - Occasional Delay: it may take longer during peak times, due to PIX issuer instability (the most common), or when there are additional security checks. What to Check - The app shows the amount on the card, but it is still processing. How to Resolve 1. Wait a few minutes and refresh the card balance page. 2. Log out and log back into your account. 3. Uninstall and reinstall the app to ensure you have the most updated version.

The card balance is always in dollars

The balance on your Picnic Card is always maintained in US dollars (USD). What this means - Regardless of the currency used to add funds (BRL via PIX or crypto), it will be internally converted to USD. - All transactions must be processed in the local currency (e.g., real in Brazil, euro in the UK, Chilean peso in Chile, etc.). Summary - Even if you add funds in reais (via PIX), it will be automatically converted to dollars. - You can always track your balance in USD through the app, without needing external calculations (you can also change the display currency in settings, but this is for viewing purposes only; the actual balance remains in dollars).

Suspicious Transaction on Card

Signs of misuse: - Unrecognized purchases - Unknown establishments - Transactions at unusual times First steps: 1. Freeze the card immediately in the app (it can be unfrozen later) 2. Check if it was used by an authorized family member Transaction dispute: 1. Report via email oi@usepicnic.com 2. Provide proof 3. Wait for the card operator's analysis

Made Multiple Purchase Attempts: Which Were Charged

Use this article when you've made several attempts almost simultaneously and are unsure about charges and refunds on your card statement. What Happens with Multiple Attempts - In online purchases or at the card machine, consecutive authorizations can occur; some may not charge, while others might confirm. - Since the Picnic card operates on the Gnosis network, if a confirmed purchase is canceled by the merchant, the refund will appear a few days later as a new refund transaction. The original purchase does not disappear from the history. How to Read Your Statement (Step by Step) 1. Open the Picnic app and log in. 2. Identify which purchase was confirmed. 3. See the attempts that were not charged (they may appear as unconfirmed attempts). 4. Synchronization: if something doesn't appear, close and reopen the app and wait a few minutes. Practical Examples - Three consecutive attempts: two do not charge, one confirms. If the store cancels the confirmed one after a few minutes, you will still see this transaction in your history. - The refund for this cancellation will reach the card balance within up to 5 business days (being a blockchain transaction, there is no means for instant refunds). Tips to Avoid Confusion - Avoid multiple attempts in the same minute. If declined, adjust what is necessary, wait, and try again. - Load the card in advance and wait a few minutes for the network to recognize the balance before paying. - Review the card details at checkout (number, expiration, and CVC) before the new attempt. Still have questions? Explore our other articles. Purchase Rejected by Merchant Refund on Picnic Card: How It Works and Where to See

My Purchase is Still Processing

When a purchase appears as “Processing,” it means the transaction has been initiated and authorized, but it has not yet been settled by the merchant. What it means: - There is a difference between the purchase day (when you swipe the card) and the settlement day (when the amount is actually transferred to the merchant). - The “Processing” status indicates that the purchase is waiting for this final settlement, which may take a few days. What can happen: - If the settlement is confirmed, the status changes to “Success.” - If the merchant does not settle the purchase (for example, if there is a cancellation), the reserved amount is automatically released back to your balance after a few days.

Refund on Picnic Card: How It Works and Where to See It

Use this article when a purchase was canceled or failed after being charged, and the amount was still deducted from your account. Here you'll learn how the refund works on the network and where to see the return in the app. What You Need to Know First - The Picnic card operates on blockchain (Gnosis network). When a merchant cancels a purchase, the refund occurs through a new transaction — it's not possible to "erase" the original transaction. - The refunded amount returns to your Picnic card balance within up to 5 business days after the merchant's confirmation. - You don't need to take any action; the refund process happens automatically once the merchant confirms the cancellation of the transaction. Step-by-Step: How to Locate the Refund in the App 1. Open the Picnic app and tap on Card. 2. Tap on History to view the card statement. 3. Look for a Purchase Refund with the same amount (or amount informed by the store) as the canceled purchase. 4. Close and reopen the app and wait a few minutes for the network to sync. Then, check again. What You Will See on Your Statement - The original purchase still appears (because it was a transaction recorded on the network). - The refund appears separately, a few days later, as a new entry crediting the same amount back to the card. Quick Notes - Timeframes: most refunds are completed quickly, but the timeframe can vary depending on the acquirer (the merchant's machine/gateway) and network confirmation. - Partial Amounts: some merchants issue partial refunds (for example, when adjusting the amount). In this case, you will see one or more credits totaling the refunded amount. - Where It Goes: purchase refunds on the card always return to the card (digital dollar balance).

Refund Hasn't Appeared Yet

Understand typical timelines, check key points, and know when to open a support ticket. Timelines - Many refunds are processed within up to 5 business days. In other cases, the timeline may vary depending on the acquirer (machine/gateway) and confirmation on the Gnosis network (card issuer). - Maximum timeline: 28 days (very rare). Always confirm with the merchant that the refund/cancellation order was sent. When to Contact Support Contact us if: - An unusual amount of time has passed and no credit has appeared. Include: date and amount of purchase, merchant name, screenshots of Card → Balance, and link to the receipt (Blockchain receipt). Learn more: Picnic Card Refund: How It Works and Where to See It Purchase and Refund Receipts: How to Download and Share