# Link agent wallet FAQ

## What is Link agent wallet?
Link agent wallet lets you give your agent the ability to spend online while keeping your payment details private. Your agent shops the web, finds items, and proceeds to checkout – then requests payment approval from Link by sending a “spend request." You approve the spend request for the amount of every purchase with biometric authentication (passkey, FaceID, or Touch ID). The Link agent wallet is only available to users who created their account in the US and Canada.
## How do I connect an agent to my Link Account?
Start from your agent’s interface. You'll be guided to log in or create a Link Account, complete onboarding, and authorize the connection. [Learn more about getting started](https://link.com/agents).
1. From your agent’s interface, you’ll be asked to connect to your Link account.
1. Sign into your Link account or create a new one.
1. Provide your details such as identification information and payment details.
1. Set up a passkey.
1. Authorize the connection between the agent and your Link account.
You're connected and your agent can now request a one-time use card to complete checkout.
## How do I make a purchase?
1. Tell your agent what to buy, like "Buy a large blue shirt from SSense."
1. Your agent finds the item, adds it to cart, goes to checkout, and sends Link a spend request with a maximum spend amount.
   This is only an approval of the proposed spend amount.  You are responsible for all purchases your agent makes, even if they accidentally purchase a different product than was initially surfaced to you.
1. You have 30 minutes to approve or deny the spend request using biometric authentication.
1. Once the spend request is approved, your payment method will have an initial authorization for the requested amount and the agent is given a one-time card to use for purchase.
1. Once the agent completes the purchase, your payment method will be authorized the final purchase cost.
1. Once the transaction is complete, it will appear in your Link Activity within the Link App.
## Who do I contact if something is wrong with my purchase?
If something goes wrong, who you contact depends on the type of issue.
- Issue Type
- Who to Contact
- Examples
---
- Charge or payment issues
- Link Support
- Spend request approval exceeded, duplicate charge, unauthorized transaction, post-disconnect charge, refund status
---
- Product or delivery issues
- The merchant directly
- Item not received, wrong item shipped, damaged item, shipping tracking
---
- Agent behavior issues
- Your agent's platform
- Agent selected wrong product, agent errors, agent not responding
For product and delivery issues, we recommend contacting the merchant first. Your transaction details are available in the activity tab within the Link App. If the merchant is unresponsive after 48 hours, come back to Link and we'll review your case. For more information, see Help with Link Agent Wallet purchases.
### Why do I see “Not available in your region”?
Link Agent Wallet eligibility is based on the country where your Link account was originally created. Updating the address on an existing account won’t change its country.
If you created your account outside a country where Link Agent Wallet is available, you’ll need to create a new Link account using accurate information for a supported country. Make sure your phone number, address, and eligible payment method match that country.
## Can my agent buy any kind of good or service?
Your agent can shop most websites on the open web. However, some sites may block automated purchases using CAPTCHAs or bot detection. Certain categories of goods and services may be restricted.
If an agent-initiated purchase fails at a specific merchant, try a different retailer or try to complete the purchase without your agent.
## What happens if I miss the spend request notification?
The spend request expires after 10 minutes. If it expires, no purchase is made and no charge occurs. You can ask your agent to try again and a new spend request will be sent.
## What should I do if a Spend Request fails or never appears?
If your agent reports that it couldn’t create a Spend Request and no approval appears in Link, wait a few minutes and try once more. Avoid repeatedly retrying the same purchase, as this can create duplicate or stuck requests.
If the problem continues, contact Link Support and provide the agent platform, merchant, amount, approximate time, and exact error message. Never send your full card number.
## What if I approved the Spend Request but the purchase did not complete?
Approving a Spend Request allows the agent to continue with the purchase, but it does not guarantee that the payment credential reached the agent or that the merchant received a payment or created an order.
Check your [Link Activity](https://app.link.com/activity) and the merchant’s order history. If no order was created or the request remains active, contact Link Support before approving another request for the same purchase.
## What if a previous request is blocking new purchases?
A request that is still active may prevent your agent from creating another request. Check your [Link Activity](https://app.link.com/activity) and approval notifications for a pending request. If you cannot cancel it or it continues to block new purchases, contact Link Support.
## Can I approve with a password instead of biometric authentication?
No. Biometric authentication is required for approval of the spend request for each purchase. This is a security requirement that ensures only a human in the loop can approve spend requests.
## How do I disconnect my Agent?
1. Open the Link app.
1. Go to Connected Apps.
1. Select the agent
1. Tap **Disconnect**. This will disconnect the agent from your Link Account.
The agent will no longer be able to request new cards, and all existing spend requests or generated virtual cards will expire.
## Can I connect multiple Agents?
Yes, you can connect multiple Agents at one time.
## What's the maximum amount my agent can spend with Link?
Your spending limit may vary depending on your purchase behavior and the agent you're using. If you reach your limit, it resets daily.  It can't be increased.
## I see a charge from LINK* on my statement. What is it?
This is a purchase made by your AI agent through Link. The format is `LINK*[MERCHANT NAME]`or you will just see the merchant name depending on the payment type. You can view full details in your Link transaction history.
## Why does my charge show as pending?
Some merchants authorize a purchase first and capture the final payment at a later time. This is common for merchants who confirm orders before finalizing a charge.
Here's what to expect:
* When a purchase is authorized, the amount may appear as pending on your account.
* The merchant has up to seven days to submit the final capture.
* If the merchant captures within that window, the payment completes and will reflect in your Link Activity.
* If the merchant doesn't capture within seven days, the authorization will expire and no charge will be made.
No action is needed on your end.
## What if the merchant has no order, but I see a pending amount?
A pending amount does not always mean the merchant received a completed payment. Contact the merchant to confirm whether an order and payment exist. If the merchant confirms that it has neither, contact Link Support and provide the merchant’s confirmation so we can review the payment status.
## What if the merchant says it issued a refund, but I have not received it?
A merchant might issue a refund to the limited-use payment credential used for the purchase. Link may then need to return the funds to your original funding method.
Keep the merchant’s refund confirmation, including the date, amount, and reference number. Contact Link Support if the refund is not reflected in your Link Activity or funding method.
## Why is my payment method not eligible?
A payment method that works in regular Link checkout might not be eligible for every Agent Wallet purchase. Eligibility can depend on your account country, card issuing country, card brand, currency, and the agent platform or payment flow being used.
If you believe your payment method was incorrectly classified, contact Link Support with the exact error message and the last four digits of the payment method.
## Is my card information safe?
Yes. Your payment details (card, bank account, payment token) are never shared with the agent or merchants.
## What if the agent buys the wrong thing?
Since the shopping decision is made by your agent platform and not by Link, we recommend contacting your agent platform's support team.
You can also initiate a return directly with the merchant. You can review exactly what your agent did in the action log within your Link transaction history.
## What if I was charged more than I approved?
Contact Link Support if you were charged more than the spend request you approved. In certain instances, you may be charged less than the spend request, as small differences may occur due to taxes or shipping calculated at final checkout.