There are multiple reasons why your card can be declined. When making a purchase, always make sure that:
- You have enough available credit
- Your account is up to date
- Your card has not expired
- The address you have provided to the merchant is the same as the address on your card
You may be asked to approve some online purchases using the app. The merchant you’re purchasing from should advise you if this is necessary.
If you’re paying by phone you’ll be asked for your CVV code. This is the last three digits on the back of your card.
If our security controls identify that your card details could be at risk, we may have stopped both online and phone transactions to protect you from fraud. We’ll have sent you a text if this has happened.
If you still need help, please reach out to us.
