Why was my payment declined?

When a payment is declined, we email you the details. These are the most common reasons:

• Insufficient balance: the payment is larger than the card balance.
• The card is frozen.
• The merchant didn't complete the charge: the payment was approved but the merchant never finalized it, so the hold was released back to your card.
• Merchant restrictions: some merchants or categories aren't supported for security reasons.

The strike system

Declines caused by insufficient balance, a frozen card or an uncompleted charge add a strike to the card:

• Strike 1: no charge.
• Strike 2: a decline fee is deducted; the card stays active.
• Strike 3: the fee is deducted and the card is permanently closed.

Fees appear in your history as "Decline fee". The current amount is in the Card Fee & Decline Policy.

How to avoid declines

• Top up enough to cover the full amount before paying.
• Unfreeze the card before using it.
• Don't retry many times after a decline — find out why first.

To dispute a fee, contact support within 14 days of the transaction.