Why was my card payment declined?
The most common reasons for a declined card payment are:
The card has not been activated yet
Insufficient funds in the sub-account the card is connected to
The card has been frozen or terminated
The card details are incorrect. This could be the card number, expiry date, CVV, or PIN for in-person payments
In most cases, if your card payment has been declined, you will see a declined payment in your card transaction history either on the dashboard or in Card transactions.
If the declined payment is not showing, then it is the merchant you tried to pay who declined or could not process the card payment. Please contact them to find out why.
If you are unclear about why your card payment was declined, please contact our support via chat or by emailing email@example.com and we will do our best to help you.
I have exceeded all my PIN attempts, what should I do?
Your card will have been blocked temporarily for security purposes. Please select the blocked card under the Cards tab and select Unblock card PIN.
My card was stolen/lost, what should I do?
You can easily freeze your card on your account. Tap on the Cards tab and then Freeze to deactivate it instantly. You can order or create another card to replace the frozen one.
There’s a card transaction/withdrawal that I didn’t make and I don’t recognise, what should I do?
Please freeze your card if you notice suspicious activity with your card or believe that your card has been compromised. Check if you have made a payment to that merchant before, as it may be a recurring transaction.