Why was my card payment declined?
A payment may be declined. If this happens, check the following in the app:
Insufficient balance on your cash account
Limits reached (daily or monthly)
Online payments disabled (for an internet purchase)
International payments disabled (for a payment in a foreign currency)
Card frozen
Physical card not activated
Most of these settings can be checked directly in the Cash tab by tapping on your card.
If the issue persists after these checks, our support team is available to help.
What is a bank hold?
A bank hold is a verification process used by some merchants before finalising a payment. It confirms that your card is valid and that the necessary funds are available.
It appears as a temporary transaction, and the amount can vary: sometimes symbolic (€0), sometimes significantly higher. It is not an actual charge: the reservation disappears automatically once the verification is complete.
If your cash account balance is lower than the hold amount, the payment may be declined, even if the actual cost of your purchase is within your available funds.
This type of transaction is common with car rentals, hotel bookings, petrol stations, and online orders.
Example: At a petrol station, a hold of around €150 is commonly applied before the actual fuel amount is charged. If your cash account contains less than €150, the payment may be declined even if the actual cost of the fuel is lower.
Why do I see a small transaction or a €0 transaction?
Some merchants perform a verification transaction to confirm that the card is valid before completing a purchase.
This is not an actual charge. It is temporary and disappears automatically.
Why do I see a "pending" transaction?
A "pending" transaction means the merchant has not yet finalised the payment on their end.
The amount may be temporarily reserved. The transaction updates automatically once the payment is confirmed by the merchant.