How to Resolve a Declined Transaction

If you recently had your transaction declined, review our common decline reasons and fastest resolution methods.

Insufficient funds

The most common reason for a transaction being declined is due to insufficient funds being available. This means you are close to or have exceeded your credit limit and your balance is too high.

You can check your available credit in your account.

To make a transaction again, you need to make a payment. Once the payment is applied to your account, it will appear as a ‘Posted’ payment.

Payment past due

Another common reason for a transaction to be declined is because you have a past due payment.

To make a transaction again, you need to make a payment. Once the payment is applied to your account, it will appear as a ‘Posted’ payment.

Insufficient cash advance funds

If you are attempting to withdraw cash, you may be declined if the amount withdrawn is past your allowed limit. Cash advance limits are not always the same as your credit limit.

You can review your cash advance limit in your account.

Incorrect PIN

If you are trying to make a transaction that requires your PIN and you do not remember it, the fastest way to resolve this is to reset it through your account.

You can reset your PIN using your mobile phone number or email address.

Card status

An active card is necessary to make purchases. You can check if your card is active through your account.

When you first receive your card, you must activate it before using it. Cards will not work if they are expired or if the account has been closed.

Still unable to make a transaction?

If you still can’t make a transaction, one of our Live Chat agents can assist you through the website homepage or by signing in to your account.