FAQ

Why is my membership still pending?

A submitted payment is not always a finalized membership. HeartBadge may still be waiting for payment confirmation, an ACH settlement, a protection window, email verification, security setup, or another required review. Check the order in HeartDash before creating a second purchase.

Why have I not received my badge yet?

Badge availability follows membership finalization. For a Full membership, verify your email and complete the required security setup shown in HeartDash. Payment and any applicable protection window must also be complete.

What is a protection window?

It is a temporary period between payment confirmation and final release of certain membership benefits, gift units, or group seats. The record remains visible in HeartDash while it finalizes.

Where can I find my receipt or invoice?

Check the Orders, Billing, Gifts, or Groups area in HeartDash. ACH purchases can also have a Mercury invoice delivered to the email used at checkout. See Receipts and Billing for the difference between an order record, payment confirmation, and membership finalization.

Can I change payment methods on a pending order?

Do not pay the same order through a second method unless the first request failed or support tells you to do so. If the original request expired or cannot be completed, return to official checkout or contact support for the safest next step.

What happens if an ACH payment fails?

The order will not finalize from that payment. Review the invoice and order status, then follow any updated instructions. Avoid creating duplicate bank debits while the first payment is still processing.

Can I buy for another person or a team?

Yes. Use the gifting flow for an individual recipient. Use a group order for a team or organization so seats can be issued and managed after payment and any protection window finalize.

Why has my gift not reached the recipient?

Check the gift record in HeartDash. The gift may still be waiting for payment confirmation, release from a protection window, delivery, or the recipient's claim. Confirm the recipient address or share the existing claim link instead of purchasing another gift.

Can I revoke or reassign a gift?

The available actions depend on the gift's current state. An unclaimed gift may offer revocation or recipient-management controls, but revocation does not automatically guarantee a refund or reusable unit. Use the actions shown in the gift record or contact support.

Why are my group seats not available yet?

Payment confirmation and seat release are separate milestones. Group seats become assignable after the order, settlement, and any protection window are complete. Use the Groups area in HeartDash as the source of truth.

The invitation email is delayed. Should I assign another seat?

No. Review the existing invitation first and use its resend or copy-link action when available. Creating another invitation can consume an additional seat and leave duplicate claims for the same person.

Why do I need to verify my email?

Email verification connects the membership to an address you control. HeartBadge sends a six-digit code that you enter on the screen where you requested it. The code expires after 10 minutes and should never be shared.

Why is Send locked?

Review Account Security in HeartDash. Sending generally requires a verified email plus a passkey or authenticator 2FA. Follow any additional requirement shown for the action you are taking.

Do I need both a passkey and authenticator 2FA?

Not for every action. A verified email plus either method generally covers basic sending requirements, while some destination or cashout changes may require authenticator 2FA specifically. Using both provides stronger protection and more recovery options.

Why can adding a Solana wallet require 2FA?

Adding a wallet changes where cashouts can go. HeartBadge can require an authenticator code before accepting that sensitive destination change.

What is the difference between the email code and 2FA code?

The email code is delivered by HeartBadge and is used to verify the membership email or sign in. An authenticator code is generated by your authenticator app and is used for protected actions. Do not enter one in the prompt for the other.

What happens if I lose my authenticator?

Try another synchronized authenticator device or an unused backup code. If neither is available, contact support. Recovery can require additional verification and may take time.

Does HeartBadge store my face or fingerprint?

No. Face recognition, fingerprints, and device unlock data stay on your device or with your passkey provider. HeartBadge receives the cryptographic confirmation needed to validate the passkey.

I marked a notification as read. Is the issue resolved?

Not necessarily. Marking a notice as read only clears its unread state. Open the related order, membership, gift, group, wallet, or security record and complete the action shown there.

Where should I start if something looks wrong?

Start with Troubleshooting. If you contact support, include the membership email, order or gift reference when available, badge identifier when available, the approximate time, and the exact message shown. Never send an email code, authenticator code, backup code, private key, claim link, or full bank credentials.