If we have to decline your card payment, we'll tell you the reason — you can see it when you click on the declined payment in your Transactions. And if you have push notifications or transaction emails turned on, we’ll tell you the reason there and then. You can manage your notifications in Settings.
We might not have this information when the merchant declines the payment and you'll only see that it wasn't successful. Just contact the merchant for more information about the decline reason.
Here are some of the most common reasons your card can be declined:
You’ve reached your spending limit
There are limits to the amount of money you can spend using your card, depending on the type of payment you’re making.
You can check or increase your spending limits. Here’s how:
Tap on Card
Select the type of payment you want to know more about
You’ve used the wrong billing address
When entering your Wise card details for online payments, be sure to enter the address you have listed on your Wise account.
Sometimes contactless payments fail for security reasons. You just need to insert your card into the terminal and enter your PIN for the payment to complete. After you’ve done this, contactless payments should work again.
Your card’s frozen
You can quickly unfreeze it from the app by tapping on Card and then Unfreeze. Or you can unfreeze your card on our website.
You haven’t activated your card yet
You need to activate your card before you can start using it.
There might have been some connectivity issues between us and the merchant. Try deleting your card details from their website, troubleshooting your browser, and make the payment again.
It’s a type of transaction we don’t support
Sometimes our card isn't compatible with the merchant's payment platform. This means that the way they might route the payment is in a way we don't allow. You might need to pay with a different card if this happens.
Or, sometimes we’ll block a transaction for security reasons and we might not be able to tell you why. You might need to pay with a different card if this happens.
You need to active Chip and PIN
If your card gets declined for an online purchase where you entered your card details manually, it is likely because Chip and PIN method is not enabled. When entering your card details manually on a merchant’s website, the transaction may be qualified as Chip and PIN. Make sure that you have that payment method enabled.
You’re trying to spend in a country your card won’t work
Unfortunately, you can’t use your debit card everywhere at the moment. Check which countries you can’t use your card in.