Why was my card declined?

There are several possible reasons your card might be declined:

  • Insufficient funds: Check your balance—remember, you can only spend the amount available on your card.
  • Non-participating retailer: Your card can only be used at retailers in the programme. Check where you can use your card by logging into your account.
  • Part-payment isn’t supported: Online transactions must be paid in full using the card.
  • Store not registered: If you’re declined at a location you believe should accept your card, please contact us.
  • Authentication issues: If you didn’t successfully verify an online transaction, it will be declined for security reasons.
  • Transaction limits: For example, exceeding the number of consecutive contactless transactions.
  • Technical error: Occasionally, a system issue may cause a decline.

If you have enough funds and tried to use your card at a participating retailer but were still declined, please contact us

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