There is nothing more frustrating than having a card decline. We try to ensure this never happens to you, but there are certain situations, which might cause an unwanted transaction decline. Let's take a look at some of those reasons, along with what we can do to minimize the potential.

If you are unsure of why your transaction is declining, please fill this form so we can perform an investigation for you.

The first step in ensuring successful transactions is to keep your available balance high enough to cover your expected purchases. If you need any assistance in loading your card, please contact your Program Manager.

For your protection, there are certain merchant types which are considered riskier than others. If you attempt to process a transaction with a merchant who our processor has determined are high risk, it is possible to experience a declined transaction. If it has been determined that the merchant is high risk, you can fill this form to allow the transaction to pass successfully.

There is a short list of countries in which you must request permission to transact. This list is subject to change, and the current list can be found here. If you are travelling to one of these countries, or needing to make an online purchase with a merchant in one of these countries, you will need to notify us through this form. The duration can be as long as you require (up to the expiration date of your card!).

If your card has not been enrolled in 3D Secure, there are some online merchants with whom you will not be able to transact. For more information on 3DS, please read this article. Not all cards are eligible for enrolment at this time.

If you have reached the upper spending limits on your card, it is possible that transactions will be declined. To learn more about your spending limits, please contact your program manager or refer to your cardholder agreement.

Our transaction monitoring system uses spending trends to keep you safe. If your spend patterns change, this can trigger a fraud alert. If a fraud alert is triggered we may temporarily block your card to ensure it is safe and secure with you. If a transaction alert is triggered for suspected fraud, you will need to confirm or dispute the transaction before new transactions may be authorized. Please be on the lookout for possible fraud alerts sent by us or your program manager, and always reply as soon as possible to avoid unnecessary declines.