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What to do if your payment is declined, your card is blocked, or you have a question about a transaction?

Find answers to the most common questions about declined payments, unusual transactions and what to check if your card isn't working as expected.

Written by Arthur
Updated yesterday

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.

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.

What does a "pending" transaction mean?

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.

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