Troubleshooting declined card payment

If you haven't activated your new card in your app

You can activate it here: Activate your card

If you can see a decline message in your app

Tap on the declined payment in your app for more information. If the decline message is unclear, please get in touch.

If your card doesn't work at a particular merchant, but other cards do

It's likely the merchant hasn't configured their systems correctly to accept our cards. In this case you won't see a decline message in your app.

We can reach out to them for you to try and fix the issue. Please get in touch and provide:

1. The name of the merchant or ATM provider where your card's been declined
2. The address of the store or ATM (or web address if your card is declined online)
3. The time and date of the attempted payment
4. The amount of the attempted payment
5. A receipt or screenshot showing a decline or a successful payment with a different card ****(We can use this to diagnose the exact issue with the merchant's payment systems)
6. A brief summary of what happened