My card was declined

In shortA decline is almost always one of two things: the balance in that exact currency was empty, or a security check didn't get finished. Check your balances in the app and try again. Still failing? Message us and we'll look up the real reason instead of guessing.

You've got money in the account, and the card still said no. Frustrating, but there's nearly always a simple reason:

  • The balance in that currency was empty. Your card pays from the balance that matches the purchase. If that one was empty and the automatic conversion from your other balances couldn't finish in time, the payment declines. Check your balances, move some over or just retry, and it usually goes straight through.
  • A security check didn't get finished. Online payments often need one extra step, like approving in the app or a face check. Skip it or let it time out, and the payment declines. Retry, and this time complete the check when it pops up.
  • The card itself is frozen, expired, or cancelled. Ten seconds in the app tells you.

If none of that explains it, message us. We can see the actual decline reason on our side, and we'll tell you exactly what happened. We don't guess, and you shouldn't have to either.

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