You have an existing Gnosis Pay card and are trying to connect it to the Gnosis App, but you're encountering a "Verification failed" message or being told that your ID is already associated with another account. This typically happens when you're attempting to go through identity verification again instead of connecting your existing card.
Important Limitation: Physical Gnosis Pay cards cannot be connected to the Gnosis App. If you have a physical card, you must access and manage it through the Gnosis Pay web app at app.gnosispay.com/signin instead.
The instructions below only apply to virtual cards or if you're attempting to create a new card within the Gnosis App.
This issue occurs because when you create a new Gnosis account and go through identity verification, it creates a new (blank) Gnosis Pay account tied to your new Gnosis account, which conflicts with your existing card.
If you cannot access your existing Gnosis Pay account and wish to create a new one, you must first request the deletion of the existing account. This ensures that your information is freed up for use in a new account.
For virtual or new card creation in the Gnosis App:
Contact Gnosis Pay support directly in our built-in Chat to have the conflicting blank account removed from your new Gnosis account.
Use the "Connect my card" option instead of going through verification again. Look for the option that says "I have an existing account" when you're on the card page.
Add your Gnosis App address as both owner and signer to your existing Gnosis Pay Safe once the conflicting account is removed.
Important: Do not attempt to create a new card application if you already have an existing Gnosis Pay card. Always use the connection process for existing cards by clicking on the three dots on the Card initiation screen.
🆘 Need Assistance?
When contacting support, provide:
Your Gnosis App wallet address
Your existing Gnosis Pay email address
Screenshots of the verification failed message- A clear explanation of whether you are trying to connect an existing card or delete an inaccessible account
The Gnosis Pay team will need to manually resolve the account conflict before you can successfully connect your existing card to the Gnosis App.