There are a number of reasons why the card might be declined. Firstly, check the following:
- In the app, have you switched on the type of place you can spend at? i.e. Cashpoint, highstreet, online/phone, contactless.
- Did you activate the card when you received it?
- Do you have enough money loaded onto the card to make the purchase?
- Is the spend amount the spend amount more than the daily or monthly spending limit (as set in the app)
- Is a cashpoint withdrawal exceeding the limit you have set?
- Is a cashpoint withdrawal exceeding the daily / one-off cashpoint withdrawal limit which is set at £250?
- Is a cashpoint withdrawal less than £5? It is not possible to withdraw less than £5 from a cashpoint.
- Is a cashpoint withdrawal exceeding the number of withdrawals allowed in one day? There is a maximum of 3 cashpoint withdrawals per day for security reasons.
- Has the number of PIN tries exceeded the number allowed for a single transaction? Payment machines will only allow 3 PIN entry attempts before a card is automatically frozen. To unlock a locked card, you will need to visit a cashpoint.
- Have more than 5 contactless transactions been made? Like all bank cards, every 6th payment must be made by inserting the card and entering its PIN. The transaction will then complete, and contactless payments will be enabled for use for the next 5 transactions.
If the card is blocked at a shop or cashpoint, see how to unblock it here: The card has been blocked because of too many incorrect PIN tries at a shop or cashpoint. What should I do?
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