Your bank declined the payment
Your bank may block a payment if it considers it unusual or potentially fraudulent.
What to do:
Contact your bank and explain that you are making a payment through Bitstack.
Let them know that Bitstack is a company registered in France and supervised by the Autorité des Marchés Financiers (AMF).
Ask them to authorise future transactions to our service.
Insufficient funds
Your payment may fail if your account does not have enough balance at the time of the transaction.
What to do:
Check your available balance in your banking app before retrying.
If needed, try paying with a different card.
Spending limit reached
Your bank sets spending caps over a given period (daily, weekly, or monthly). Once these limits are reached, any new payment is automatically declined.
Important: purchases made on Bitstack are treated as withdrawals by most banks. Make sure to check your withdrawal limit, not just your online purchase limit.
What to do:
Check your spending and withdrawal limits in your banking app.
If your limits are reached, wait for them to reset or contact your bank to increase them.
You can also try paying with a different card if you have one.
The 3D Secure verification did not complete
3D Secure is a security system used by banks to confirm your identity during online payments. Verification is done via SMS code or directly through your banking app, depending on your bank. If this step fails or times out, the payment is automatically declined.
The authentication request usually expires after 5 minutes.
What to do:
Make sure your phone number is up to date with your bank.
Enable notifications in your banking app if you haven't already.
Retry the payment and confirm the authentication request quickly before it expires.
Online payments are not enabled on your card
Some banks disable online payments by default or following a manual restriction.
What to do:
Open your banking app or online account.
Check that online payments are enabled for your card.
If not, activate them directly from your app or contact your bank.
Your card has not been activated yet
A new or replacement card may need to be used in person before it can work online.
What to do:
Make a purchase in a store using your PIN.
Or make a cash withdrawal at an ATM.
Once done, try your payment on Bitstack again.
Retrying a failed payment
If your payment failed, the transaction will not be retried automatically.
However, you can retry the payment manually from the app:
Open the Activity tab in the Bitstack app.
Select the failed transaction.
Tap Retry.
You can also remove and re-add your card. This allows your bank to re-authorise its use with Bitstack.
If the issue persists, contact our support team. We are here to help.