Declined Transactions
If your payment didn't go through, it doesn't always mean there's a problem with your account. Most declines happen when an automatic check fails. No money is taken from your account if a transaction is declined.
Why was my card declined?
When you make a payment, several quick checks happen in the background:
- Security checks to prevent fraud
- Balance and limit checks to make sure you have enough funds
- Card status checks to confirm your card is active
- Merchant checks to ensure the merchant is supported
- 3D Secure checks for some online payments
If any of these checks fail, the transaction may be declined.
What happens when my card is declined?
When a payment fails:
- The transaction will still appear in your app or portal under Transactions, marked as Declined.
- No money will be taken from your account.
- You will usually receive an SMS with the reason for the failed payment and next steps. This may take a few minutes.
Common Card Decline Reasons
Insufficient Funds
This means you don't have enough available balance to complete the payment. You can check your balance in the app or portal, in the Dashboard. If you think you should have available balance, contact our support team for help.
Inactive Cardholder
Your card was declined because your account is currently inactive. If you do not believe this to be the case, please attempt the transaction using chip and pin. If this does not work, please reach out to our support team for further information.
Contactless Limit Exceeded
Your contactless spending limit has been reached. To continue using your card for this transaction, please enter your PIN into the card machine.
Invalid Security Code
The card details entered (CVV) were incorrect. Double-check your card details in the app or portal and try the transaction again.
Expiration Mismatch
The card details entered (expiration date) were incorrect. Double-check your card details in the app or portal and try the transaction again.
Suspended Card
Your card has been frozen for security reasons. You can unfreeze it in the app or portal by navigating to Cards, selecting your card, and choosing Unfreeze. If you prefer, you can request a replacement card instead.
Invalid PIN
The PIN entered was incorrect. To check your PIN, open the app or portal, go to Cards, select your card, and click View PIN.
PIN Retry Limit Exceeded
Your card's PIN was entered incorrectly too many times. To check your PIN, open the app or portal, go to Cards, select your card, and click View PIN. If you change your PIN, you will need to confirm it at an ATM.
Unactivated Card
Your card needs to be activated before it can be used. To activate it, use your card at an ATM, enter your PIN, and check your balance.
Inactive Card
Your card needs to be activated before it can be used. To activate it, use your card at an ATM, enter your PIN, and check your balance.
Exceeds Withdrawal Count Limit
You have reached your card's daily withdrawal limit. These limits reset automatically the next day, after which you can use your card normally.
Account Protection
For security reasons, the transaction was blocked. Contact support to verify your recent transactions.
What is 3D Secure (3DS)?
3D Secure adds an extra layer of protection for online card payments. You may be asked to complete 3DS if:
- A single payment is over £25
- You make 5 consecutive online transactions
- Your total online spend reaches £85
When this happens, you may receive a one-time code by SMS or be asked to approve the payment in your app. Learn more in the article 3D Secure Authentication.
Why didn't I receive an SMS about my declined transaction?
This can happen if:
- The phone number on your account is incorrect
- There are network issues
- The issue is merchant-specific
Check your contact details in the app to make sure your number is up to date. If it is and you are still not receiving messages, your network provider may be able to help.
What is the billing address for my card?
The billing address will be the business address registered on your account.