Why was my transaction declined?
Updated 4 months ago
There are a number of reasons why a transaction might be declined.
Here are the list of the most common ones:
You’ve not activated your card
Your PIN is blocked. This happens when you enter the PIN incorrectly 3 times. Find out how to unblock in the app with this FAQ
The transaction will take you over your credit limit
The transaction cost will take you into your Credit Cushion amount. You can edit your Credit Cushion in the Manage section of the app
If it’s your first in-person spend, you’ll need to use Chip and PIN to show it’s you – afterwards, you’ll be able to use contactless up to £100
You've frozen your card. If this is the case, the card will appear frozen in the app, and you can unfreeze it from there
You’ve blocked cash withdrawals in the manage section
We think that the transaction might be fraudulent. To protect our customers from transaction fraud, we may decline transactions that look suspicious, and block the card from further spending
There may have been a technical issue on the merchant’s network
If your transaction was online:
The 3D secure code you entered may be incorrect
You may have entered the wrong card details, such as your PIN or expiry date
If it’s none of the reasons above, please get in touch by starting a live chat.
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