If a purchase didn't go through, the app tells you why. Open it in Cards › Transactions – the reason shows at the top, with what to do next.
Common reasons a card is declined
What you see | What to do next |
Not enough spendable balance | Top up the card account, or wait for pending purchases to settle |
Spending limit exceeded | A card admin can raise the limit, or wait for it to reset |
Card is frozen, not active or terminated | Activate it, or ask a card admin to unfreeze it or issue a new card |
Security code or expiry didn't match | Check the card details and try again |
Can't be used with this merchant or country | These are platform rules – see the Prohibitions List and Supported countries |
Declined for security reasons, or blocked | Contact support |
3D Secure check not completed | Try again and enter the code when asked |
Holds can be larger than the purchase
Some merchants hold more than the purchase amount, and hotels and car rentals hold a deposit for the whole stay. The card needs enough spendable balance to cover the full hold, or it's declined.
A healthy balance isn't always spendable. Holds and rolling limits both reduce what a card can spend right now, so keep a buffer and top up before booking travel.
Still not working?
Contact support with the merchant name, the amount and the date of the purchase.